Frequently Asked Questions – 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 Québec - Windsor Corridor and autonomous booking modifications and upgrades, with some exceptions.

The new reservation system was launched in the fall of 2023 and offers passengers an easy and intuitive booking process with a wide range of new functionalities.

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 Québec - Windsor 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.

You can modify or upgrade your booking autonomously in most situations, but in some cases, you may not be able to modify or cancel the booking on your own.

For these cases, we invite you to contact one of our agents for personalized support. Please call VIA Rail's toll-free number 1-888-VIA-RAIL (1-888 842-7245) or TTY 1-800-268-9503 (for persons who are deaf or hard-of-hearing). You may also go to the ticket office at a staffed station.

Exceptions (modifications/cancellations that can only be made by an agent):

• A booking made with VIA Préférence points or coupons.
• Cancellation and modification of certain items of a Sleeper Plus class booking. However, the passenger can make a change online if the change remains at the same rate.
• Any changes to a booking that include a request for specific needs, assistance or accessibility.
• Modification of a booking made with more than two modes of payment.
• Further modifications to a booking that has already been modified once.
• Modification of one segment with a connection.
• Modification or cancellation of bookings made by tour operators or travel agencies.

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.

You must contact one of our agents to change the email address linked to your account.

Please call us at 1-888-VIA-RAIL (1-888 842-7245) or TTY 1-800-268-9503 (forpersons who are deaf or hard-of-hearing). You may also go to the ticket office nearest you at a staffed station.

Yes, credits obtained prior to the launch of the new reservation system are still usable after the launch, under the same terms and conditions.

Discount code / corporate code / travel pass codes need to be entered during the first step of your booking, at the “Book a trip” step. Travel voucher codes need to be entered later at the “Review and Pay” step of your booking.

Yes, passengers will continue to be able to purchase tickets for themselves and others using one VIA Rail account.

Yes, passengers will continue to be able to purchase tickets for themselves or others if they don’t have a VIA Rail account.

Yes, passengers will continue to be able to purchase tickets for someone else even if they are not travelling.

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 (Apple and Android).

Yes, you can continue to print your boarding pass at home. You can also request a physical copy at ticket counters of staffed stations.

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

Yes, VIA Rail’s new reservation system offers a fully user-friendly experience on all devices and is supported on cellphones and tablets.

The functionality to book trips with stopovers is unfortunately not available anymore and we apologize for the inconvenience that it may cause. You can, however, book your individual trips on viarail.ca.

Working on the creation of a new reservation system gave us the opportunity to review the way we support our customers in planning their journey. As a result, VIA has unfortunately discontinued the sale of some partner tickets through all its sales channels.

We want to assure you that we remain committed to supporting an intermodal journey and to better inform our passengers about connecting services, we are updating on an ongoing basis the sections on our website dedicated to these services.

That is correct. With the introduction of this new functionality, you will no longer need to go to the station to purchase gift cards as we no longer offer physical gift cards.

Virtual gift cards can be bought online, by phone and at the station.

• Find the gift card number in the purchase confirmation email.
• Enter the card number on the “Review and Pay” screen when booking.
• If you have a VIA Rail account, you can add the gift card to your payment options for a faster checkout.

With the introduction of our new reservation system, we no longer offer physical gift cards, but they are still valid. You can use your physical gift card online by entering the number on your card during the reservation process at the “Review and Pay” step.

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 applications (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).

Yes, 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 profile;
• Through your smartphone wallet applications (if you added your tickets from VIA Rail’s website);

No, reservations for trips that have not been completed yet have been transferred to the new system.

You can access your upcoming trips on our website by clicking on “My bookings” or through your VIA profile.

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 Québec - Windsor 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.

This functionality is only available on trains with seat assignment, which only exists in the Québec - Windsor Corridor.

During the reservation process, passengers travelling together will continue to be assigned adjacent seats. Passengers can also now easily see the seating plan online and for a limited time autonomously change the assigned seat for free during and after the booking.

Passengers booking in all fare options will be able to change seats without having to make additional payments while this new functionality is free for a limited amount of time. Once seat selection is no longer complimentary, passengers having selected a Premium seat and needing to change it, will not have to pay again.

Unfortunately changing seats once on board the train is not possible as we need to ensure that passengers boarding en route are provided their assigned seat.

We will do all we can to accommodate your selected seat. However, due to business or operational constraints, it is possible that we cannot honour your seat selection. Once seat selection is no longer complimentary, passengers will be reimbursed if we can’t give them the seat they selected.

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.

Baggage policies with associated fees are a common and standard industry practice. Determined to listen to our customers following the unveiling of VIA Rail’s new baggage policy, we are gathering the feedback and analyzing if and how we could better meet the baggage needs of our passengers.

In the meantime, to ensure a smooth transition for our passengers, we are waiving the fees outlined in each baggage allowance, on all routes and for a limited time. This waiving period applies to both policies (standard and for Indigenous Peoples).

All fees will still apply for special items not part of the baggage allowance.

The baggage allowance that corresponds to your fare type must be respected in quantity of bags, size and weight. Since baggage allowances of the new policy remain in effect, we invite our passengers to only bring what they are entitled to as our employees will rigorously apply the new policy.

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

Our baggage policy has always included fees for additional baggage.

Baggage policies with associated fees are a common and standard industry practice.

Only carry-on bags are accepted: it’s not possible to check bags on Corridor trains as we do not have baggage cars.

Carry-on baggage are items that passengers can bring on board and that can either be stored under the seat in front of them, on the overhead bin or in the spaces designated for this purpose.

The following sports items are accepted as carry-on baggage on Corridor trains and will count as one item of the carry-on baggage allowance: folding bicycles, golf bags, hockey bags, skis and snowboards.

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

Carry-on baggage is accepted on the entire VIA Rail network without exception.

However, on long-distance and regional routes, additional bags beyond the basic allowance will be checked in the baggage cars.

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

Baggage space on VIA Rail trains is subject to availability.

While we are waiving the fees outlined in each baggage allowance, you will still need to declare your additional baggage during the booking process.

Please note that the baggage allowance that corresponds to your fare type must be respected in quantity of bags, size and weight.

Should you exceed the prescribed allowances (in quantity, size and/or weight), VIA Rail will not allow boarding of the additional item(s).

Baggage space on VIA Rail trains is subject to availability.

Please note that while we are waiving the fees outlined in each baggage allowance, the one that corresponds to your fare type must still be respected in quantity of bags, size and weight.

Should you exceed the prescribed allowances (in quantity, size and/or weight), VIA Rail will not allow boarding of the additional item(s).

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.

For long-distance and regional services, items part of the basic allowance do not need to be declared in advance.

However, any additional baggage needs to be declared if your trip includes a connection to a Corridor train.

In addition, sports and recreational equipment must always be declared by calling the VIA Customer Centre prior the arrival at the station.

The baggage limit is determined by the route and fare type purchased.

VIA Rail is in the process of launching 32 new trains in the Corridor between now and 2025. We will reintroduce travel with bicycles in the Corridor once there are enough new trains to guarantee this service on round trips.

We thank you for your understanding and we will share more information in due course. As always, bike transport remains available in baggage cars on our long-distance and our regional routes.

VIA Rail allows dogs and cats to travel in cars with their owners only on Québec - Windsor Corridor trains.

Pets must be small enough to fit comfortably in a carrier that meets our carrier standards.

Declaration in the Québec - Windsor Corridor must be made at least 48 hours prior to travel and is dependent on space availability.

If you are travelling with a guide, service or emotional support dog, please visit our Travel with a trained guide, service, or emotional support dog section here: https://www.viarail.ca/en/plan/travelling-with-pets.

For the Québec - Windsor Corridor, you can purchase your tickets online for you and your pet.

The reservation for your pet transport can be made at the time of booking or up to 48 hours before departure, however, the number of pets allowed on board is limited.

Fees cannot be paid at the station as the reservation must be made at least 48 hours prior to travel.

If you are travelling with a guide, service or emotional support dog, please visit our Travel with a trained guide, service, or emotional support dog section here: https://www.viarail.ca/en/plan/travelling-with-pets.

Only small dogs and cats are permitted and must fit in our carrier standards. Pets must be at least 12 weeks old and fully weaned.

A maximum of one carrier per passenger (13 years old and older) is allowed. Only one pet is permitted per carrier. The total weight of the carrier and animal must not exceed 10 kilograms (22 lb). Certain provinces and regions refuse pit bulls. As such, VIA Rail does not allow this breed of dog system wide.

For additional information,please visit our “Travel with a trained guide, service, or emotional support dog section”.

If you wish to travel with your pet, you must let us know at least 24 hours in advance by calling the VIA Customer Center.

Dogs and cats are the only animals allowed in baggage cars.

Please note that baggage cars are heated, but that most are not air-conditioned. Your pet may therefore be exposed to high temperatures. From June 1 to September 30 (subject to change), baggage cars cannot transport animals due to lack of proper ventilation.

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.

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.

We will adapt the system in the coming months to further respond to all needs by allowing our passengers with two or more disabilities to book autonomously from the very first trip.

Yes, it will still be possible to buy your ticket on board.

• Canoo members: the 50% discount on the best available fare in all classes and on all trains (excluding Escape fare and Prestige class) will still be applicable.
• Qualifying members of the Canadian Armed Forces, National Defense civilian personnel, veterans and their immediate families: the 25% discount on the best available fare in all classes (except Prestige) and on all trains will still be applicable.
• Indigenous peoples: the 33% discount will still be applicable and is now valid on the best available fare in Economy Plus, Business Plus, Sleeper Plus Regular and Touring Regular fares at the time of booking on all trains.