They have a waiver program - not for refund but a credit that must be used within a year.Porter is temporarily waiving change and cancellation fees to provide passengers with more freedom to travel and peace of mind when booking. This applies to bookings made before March 31, 2020, for travel within the next 12 months.

Changes and cancellations can be made online or by contacting your travel agent. If you are booked on a Basic fare, you must contact the Porter Call Centre at 1-888-619-8622, or your travel agent.

For more information please see the Terms and Conditions here.
https://s3.amazonaws.com/eporter.fly...ees/index.html

Your friend might want to try doing it through the travel agency.