r/ViaRail

I’m genuinely at my wit’s end with VIA Rail and wondering if anyone has successfully escalated a complaint beyond their regular Customer Service department.

I’m a frequent VIA Rail passenger and I travel regularly between Windsor and London, often in Business Class, and I’m getting increasingly frustrated with the lack of basic customer service.

Here’s what happened this morning on Train 70:

I booked Business Class from Windsor to London, with a hot breakfast included in my fare.
At the beginning of the trip, I specifically told the attendant I was getting off in London because I was sitting in one of the safety seats. He walked away without acknowledging me. Super rude!
Then my preselected meal was given to another passenger who was travelling onward to Toronto. By the time the attendant finally approached me to ask whether I wanted breakfast, we were getting close to London. There wasn’t enough time to comfortably eat and prepare to disembark.

This is the SECOND time I’ve experienced this exact issue.

I contacted VIA Rail Customer Service around 8 a.m. and explained everything.

Their response? The onboard Service Manager apparently confirmed that meals were served to London passengers more than 30 minutes before arrival, so VIA Rail wouldn’t offer compensation. Just because other London passengers received their meals doesn’t mean I received mine. How does that even address my complaint?

I followed up, and they’ve now escalated my case to Customer Relations, but apparently it could take several weeks to receive a response.

I’ve requested a refund of the $75.41 plus tax for the Windsor–London portion of my trip. I’m not interested in a meal voucher. I paid for a Business Class experience that included breakfast, and I didn’t receive the service I paid for in a reasonable manner.

What frustrates me most isn’t even the breakfast. It’s the dismissive attitude, the complete lack of accountability, and the fact that loyal customers have to fight for basic service.
I spend a considerable amount of money travelling with VIA Rail and even explained that I travel business class because my morning commute is very tight

So my questions are:
Has anyone successfully escalated a complaint beyond VIA Rail Customer Relations?
Is there another avenue for unresolved complaints?
Is there a way to get someone to review a complaint without waiting several weeks?
I’m genuinely tired of VIA Rail ruining what should be a straightforward travel experience.

Any advice from people who’ve dealt with this would be appreciated!

Hello all!

My wife and I are planning to take the Canadian this December. However, the booking system is currently assigning us to different cars.

Would waiting for a seat to become available through a cancellation be the only way to get berths in the same area? Or would it be possible to contact Customer Service to request that we be seated together?

VIA has launched a "Canadian Black Friday" sale again this year: https://www.viarail.ca/en/offers/black-friday

Sale is on from now through next Tuesday. Once again, the sale is a little different this time. In short:

• Corridor: 10% off Economy and Business on trains 24, 26, 35, 37, 40, 45, 53, 62, 63, 64, 65, 66, 67, 69 and 643 (travel M/T

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• W/Th/Sa only), travel Nov. 2 to Dec. 16
• Corridor: 20% off Economy and Business on all other trains (travel M/T/W/Th/Sa only), Nov. 2 to Dec. 16
• Canadian: 30% off on berths, travel from Nov. 2 to March 31 (blackout dates from Dec. 17 to Jan 5)
• Canadian and Ocean: 15% off sleeper cabins, travel Jan. 6 to March 31
• Long distance and regional: 20% off Economy class, travel Jan. 6 to March 31
• $10 off the Southwestern Ontario and Corridor "frequent railer" discount cards

All sale fares require the use of the discount code "CANADA", so they cannot be stacked/combined with other discounts that require the use of a code.

While this relates to AMTRAK, if CN (Canada, VIA and TC can reach a similar agreement here re shunt enhancement at higher speed CN owned grade crossings, then VIA may be able to improve timeliness and schedule adherence.

I was on the 1-day Ocean train recently. It was a like a test run to see if I would like it before I venture on the much longer 4-day Canadian route.

I was booked in a sleeper for 1 on the Ocean train. It was fine but the pull down murphy bed system had springs and a mattress on top which made the sleeping .. well very "bouncy." Not only would I rock side-to-side but also up and down. My sleeping car looked really dated. It had not refurbish in quite some time.

The agents told me the cars on the Canadian had been refurbished so was curious if that included new mattresses and hopefully no "springs" to bounce around so much. I don't mind the side-to-side motion but the up and down was not very comfortable.

I was planning a trip on the Canadian in the spring around April 2027 so wanted to ask the community for advice.

Thanks for sharing.

Same photo, but an article written by the Kenora Miner and News.

Just an FYI if you have a this train booked for December 23 or around that time after or before not sure you might want to check your email as they changed the train and there for your seat. Just to let you know if you need to change it. As it went from the old train to the venture.

I'm applying for a maintenance welder position at their Pointe st-Charles facility in Montreal. Job seems very interesting with decent pay and conditions. I'm curious of anybody that has worked for viarail in a similar field. Things I should know for the interview. I have 6 years of experience in welding with a Québec diploma but no CWB or red seal certification.