New reservation system

As part of our modernization program, we are looking at new ways to improve our customer experience. The new system is designed to evolve over time so that we can stay aligned with the changing needs of our passengers.

The new reservation system offers an easy and intuitive booking process through a wide range of new functionalities and provides a more convenient, accessible, and autonomous travel experience. This includes autonomous seat selection in the Corridor and autonomous booking modifications and upgrades, with some exceptions.

The interface is designed to give passengers a more flexible, convenient, and accessible experience when booking their trip.

New functionalities include:

• Autonomous seat selection in the Corridor;
• Autonomous booking modifications and upgrades (with some exceptions);
• Calendar view of the lowest fare search;
• Increased autonomy and simplified process to book online for a wider variety of needs (specific needs, pets, service animals);
• Functionality to prepay online for some services in the Corridor such as travel with pets;
• Ability to save your boarding pass on all smartphone wallet apps (Apple and Android);
• Fully user-friendly experience on all devices, including cellphones;
• Better explanation of each class features;
• Ability to purchase virtual gift cards.

All your upcoming trips have been transferred to the new system but those that have already been completed were not. You can access your upcoming trips by clicking on “Modify my bookings” or by logging in to your VIA Rail profile.

With the new reservation system, travel documents continue to be available via email. In addition, offering a more convenient experience, the new system is compatible with all smartphone wallet applications (Android and Apple).

Yes, tickets purchased prior to the launch of the new system are valid.

As part of VIA Rail’s transformation, including the need to better align our policies with industry standards, we are rethinking various aspects of the customer journey such as our redesigned VIA Préférence program or the implementation of a new baggage policy.

Our new baggage policy will offer, depending on the selected fare, different options in terms of baggage size, number of allowed bags and additional items.

For more information on the new baggage policy, please visit our Train baggage allowance page.

While items part of the basic allowance do not need to be declared, any additional or special item you are entitled to, need to be declared even if fees will be waived.

In order to redeem your VIA Preference points, you must have enough points to match the full price of the item.

As part of VIA Rail’s modernization, we will be enhancing our VIA Rail App which was launched in 2015 and we need as a result to temporarily deactivate it while we redesign it.

In the meantime, you can book tickets on the VIA Rail website which offers an easy and intuitive booking process with, for example, a fully user-friendly experience on all devices, including cellphones, and the ability to save your boarding pass on all smartphone wallet apps (Apple and Android).

Tickets can be booked on VIA Rail’s website which offers a fully user-friendly experience on all devices (including cellphones) and at ticket counters at our staffed stations.

Travel documents will be sent via email and passengers will also be able to add their tickets from VIA Rail’s website to all smartphone wallet applications (Apple and Android).

There are several ways to access your boarding pass:

• The boarding pass email sent after the completion of your booking can be used as a boarding pass;
• Through VIA Rail’s website in the “Travels” section of your VIA Rail profile;
• Through your smartphone wallet applications (if you added your tickets from VIA Rail’s website).

All passengers who provided an email address during the booking process receive automatic email alerts related to their trip.

Otherwise, you can subscribe to the train-alert service (for both email and text alerts) and view the Arrivals and departures schedule.

You can also follow your train in real time.

One of the new features of the new reservation system is the autonomous seat selection in the Corridor which will offer more flexibility and convenience when booking a trip.

This functionality will be free for a limited period of time, and after that period, the availability and associated fee of this new functionality will depend on the passenger’s selected fare.

We are determined to be Canada’s most accessible national and intercity mode of transportation, which is why we have taken important actions over the previous years to create an environment in which all people can travel autonomously and confidently.

The new reservation system offers features that include a more accessible interface and the possibility for most passengers with disabilities to book autonomously.

VIA Rail’s new reservation system offers a more accessible interface and the possibility for most passengers with disabilities to book autonomously.

Here are the steps to follow to book a train ticket online in an accessible way:

• First, when booking online, you must specify that you have a disability at the beginning of the reservation process by checking the box: This booking includes a passenger with a specific needs request (maximum of two with an online booking).
• Secondly, you will have to select how many passengers have a specific need, require assistance or have an accessibility request. This interactive request will guide you step by step and give you only adapted and appropriate train options.
• You will then be able to select your specific needs in the following categories:
  • Person who is blind or has vision loss;
  • Person who is deaf or has hearing loss;
  • Person with reduced mobility;
  • Person with a cognitive disability or mental health condition;
  • Person with other needs not listed here (i.e., allergies and respiratory problems).
• You will then be able to specify whether or not you are travelling with a trained and certified guide or service dog or an emotional support dog.
• At the end of the reservation process, after selecting your train and the fare you wish to proceed with, you must complete a form with your personal information.
• Once the booking is complete, you will receive a confirmation email within 48 hours.
• A VIA Rail agent might call you for further information regarding your booking.

Yes, at launch passengers with two or more disabilities booking their first trip with the new system will need to contact us at 1-888-VIA-RAIL (1-888-842-7245), or TTY 1-800-268-9503 (for persons who are deaf or hard-of-hearing).

Your information will be added to your file, and you will then be able to book your subsequent trips autonomously.