Via Rail Canada Customer Service Issues

Hello, I am a current passenger on one of your trains. I recently encountered a distressing situation at the downtown Toronto station. While shopping at the store within the station, a pregnant woman began insulting me and making racist remarks due to my foreign background. Despite my efforts to defuse the situation, she physically assaulted me multiple times. I refrained from responding due to her pregnancy and the presence of bystanders who may have recorded the incident. I have a newborn son at home who I need to return to, and I couldn't stay to address the matter further as there was no one to watch him. I would like to press charges against the woman involved. The experience was extremely upsetting, and I would appreciate a prompt response from you regarding this issue. Thank you.

I would like to express my heartfelt thanks to all the station and train staff who assisted me during my recent journey to Ottawa. Being registered blind, their exceptional service was crucial for my trip. On Wednesday, September 26, I traveled on train [redacted] followed by train [redacted] on Sunday, September 30, both in business class. At Union Station, I received excellent assistance from a staff member who helped me pre-board and disembark in Ottawa. On the return journey, another staff member escorted me to the GO station at Union Station. Please convey my sincere appreciation to these individuals for their outstanding customer service. Their support was truly remarkable, and I am immensely grateful for their assistance which made my trip possible. Thank you. Alexandra Arden

Hello, I wanted to share my recent experience with a business class ticket I booked on Rail train departing from Ottawa at 18:55. I had requested a forward-facing seat, but upon boarding, I was assigned a backward-facing seat without any notification or email. The seat change itself wasn't the major issue; it was the response I received from one of your staff members, Rebecca, that was truly disappointing. She was rude and unhelpful, directing me to call customer service instead of assisting me. This negative interaction was witnessed by other passengers, further tarnishing the image of your company. Fortunately, Rebecca's colleague, Rosa, stepped in and managed to change my seat on the fully booked train. I hope that such incidents are not common for your business, and I trust that my feedback will be taken into consideration. On a positive note, the lounge staff at the station were courteous and supportive. I look forward to hearing back from you regarding this matter.

I have encountered some difficulties while trying to book train tickets with VIA Rail from Windsor to Toronto Union Station for my regular medical appointments. Despite previously having no issues over the past year, I've recently faced problems booking over the phone due to my VISA card being denied. As a visually impaired individual, coordinating travel to the station and purchasing tickets in person poses challenges, making phone reservations preferable. Upon further inquiry, I discovered there was a past dispute with the company that I was unaware of. As a member of the Canadian Institute for the Blind who travels with a companion, the ability to purchase one ticket and bring a companion at no extra cost is greatly appreciated. I value this service and the convenience it provides. I humbly apologize for any inconvenience caused and seek clarification on why my VISA card was declined in order to rectify this issue promptly. I am eager to continue booking tickets over the phone using my VISA card, and I hope for a swift resolution to this matter. I would be grateful for a representative to reach out to me and address this issue accordingly. Thank you for your attention and assistance in addressing this important matter. Best, Lynn Fitzsimmons

My companion and I have reservations in prestige class from Vancouver to Toronto on May 27th, [redacted]. 1. Is alcohol complimentary on this service? 2. Could we preview sample menus? 3. We will be traveling with two suitcases, each weighing under 22kg. Can we keep these in our cabin? 4. What is the estimated duration of layovers in Jasper and Winnipeg? 5. Will we have scenic views of the Rockies during our journey from west to east, considering the time of day? The brochure lacks sufficient information. Thank you