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Accessibility

We offer an environment where everyone can travel autonomously and confidently. To ensure the greatest ease and comfort of travel, we also provide special assistance services. Do you have a disability or reduced mobility? Here’s what we can do for you.

Travel tips

Our special and adapted services may vary from one region to another, depending on the station facilities and train cars. To help ensure that your individual needs are met and that your trip is as comfortable and pleasant as possible, please keep the following guidelines in mind:

  • Book your trip at least 48 hours in advance.
  • You can purchase your tickets by calling us 24/7 at 1 888 VIA-RAIL (1 888 842-7245) or TTY 1 800 268-9503 (for persons who are deaf or hard-of-hearing) or by visiting one of our ticket counters at the station nearest you.;
  • When booking your trip, let the agent know whether you require any special services.
  • VIA Rail suggests that all customers with special service requests arrive at their departure station early for safe and timely access to the correct platform. Please validate our station hours, as some stations open 30 minutes prior to scheduled departure times.

Travel resources

Travelling with disabilities or specific needs is not always easy, but the information on this Government of Canada website will help make your trip as easy and safe as possible. This resource offers a wealth of information about accessible transportation and travel across the country.

Canadian Transportation agency’s websiteis also a useful resource to know every about the regulations, codes of practice and guidelines for accessibility.

Have you thought of everything?

Please note that our special and adapted services may vary from one region to another, depending on the station facilities and train cars. To help ensure that your individual needs are met and that your trip is as comfortable and pleasant as possible, please keep the following guidelines in mind:

  • Book your trip at least 48 hours in advance. If, however, you are unable to book your tickets or request a service at least 48 hours in advance, we will make a reasonable effort to provide you the requested service.
  • Contact a VIA Rail agent to get all the information you need to plan your trip, such as details about station equipment and accessibility or assistance getting on and off the train. When booking your trip, please let the agent know if you require special services.

Are you travelling in a wheelchair? Here is what your trip will look like.

The majority of reservations involving specific needs, assistance, or accessibility requests can be made online or through a VIA Rail agent.

To plan your trip and purchase your tickets, please call 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).

Special seating requests

If you require more seat space due to a disability, you may reserve two side-by-side seats at no additional cost. Please contact our Customer Service at least 48 hours before your departure. VIA Rail may require up to 96 hours advance notice for requests requiring a medical certificate.

A Customer Relations Specialist will ask you for medical documentation, and accommodations will be made according to your needs and feasibility.

Crossing the border

If you are crossing the border into the USA, our staff will assist you in proceeding through the security screening process, either by having a member of our staff assist you with the process, or, by collaborating with the relevant security authority to permit a person who is not travelling with you to have access to the security screening process so that they may be of assistance to you.

We provide the following booking options to passengers with disabilities to ensure they receive the assistance they need:

  • Online booking. Passengers with reduced mobility or special needs can book accessible seats on the train and request assistance in station and on train. To do so, you must indicate that your booking includes a passenger with a special needs request (a maximum of two passengers with special needs applies for each online booking) when you select the number and type of passengers in your reservation. We will then invite you to complete a short form to determine your needs.
  • Phone booking. . If the options provided do not meet your needs, or if your needs meet more than one category, please call us toll-free at 1-888-VIA-RAIL (1-888-842-7245) or TTY 1-800-268-9503 (for persons who are deaf or hard-of-hearing) to make your booking.
  • Station booking.Purchase your ticket in person at one of our ticket counters, where you will be given priority to advance to the front of the line.

Good to know!

You can complete your specific needs, assistance, or accessibility requests in your profile. Simply log in to your VIA Rail profile that includes your requests for faster and easier booking.

Please make your special service request 48 hours in advance. If, however, you are unable to request a service at least 48 hours in advance, we will make a reasonable effort to provide you the requested service.

To help us ensure you receive the services you need and have a smooth travel experience, please let us know if you have specific needs when you purchase your tickets, whether by phone or in person. Here are some examples of accessibility requests you may have:

Here are some examples of accessibility requests you may have:

  • You need assistance getting to the train platform.
  • You need assistance with your journey that involves a transfer or connection.
  • You need help boarding the train.
  • You would like to confirm that your wheelchair fits within the size restrictions.
  • You are travelling with a guide dog or service dog.

If you share your personal information with us, such as health information or a special service request, we will keep an electronic copy of that information on file for at least three years to make your future trips easier.

In the written travel reservation and itinerary you receive upon booking your tickets, we include the services you will receive. However, if a service is confirmed only after the itinerary is issued, we will provide a written confirmation of the service without delay.

If, for one reason or another, we are not able to transport you, we will inform you of the refusal and, within 10 days, provide you with a written explanation of why it was not possible, including:

  • The evidence of undue hardship, such as an engineering report, a medical report or an expert opinion that demonstrates that the risk was significant enough that it would have been unreasonable to waive or modify a requirement;
  • Any relevant rule, policy or procedure or regulation;
  • The duration of the refusal and the conditions, if any, under which we would accept the person for transport.

Passengers who, because of the nature of their disability, after departure and before arrival, need:
(a) assistance with eating meals, taking medication, using the washroom;
(b) assistance with transferring to and from a passenger seat;
(c) assistance with orientation or communication; or
(d) physical assistance in the event of an emergency, including in the case of an evacuation or decompression.

Can request to travel with a support person.

The support person must be at least 13 years old and will travel for free in the same class of service. The support person will be booked in the same cabin (Sleeper Class) or be seated in an adjacent seat (Economy or Business Class). When a child under the age of 13 is traveling with only a support person, the support person must be at least 18 years of age, unless they are the parent. If a child is traveling with a support person and other adults aged 18 or older, the support person can be 13 years old or older.

If a passenger only requires assistance with baggage and/or boarding, the request to travel with a support person will not be accepted as these services are already offered free of charge by VIA Rail.

Passengers who wish to travel with a support person have two options:

 

Option 1 – Request to Travel with a Support Person form

You must have your treating physician or authorized healthcare professional complete the form entitled: Request to Travel with a Support Person.

• Read the document entitled: Instructions and Privacy Notice
• Download the form entitled: Request to Travel with a Support Person
    o Complete and sign Section A (Passenger Consent)
    o Have Section B (Medical Certificate) signed and completed by your attending physician or authorized health care professional (psychiatrist, psychologist, or nurse practitioner)

• Once completed, the form (sections A and B) must be submitted for approval, either by:
    o Email: support_person@viarail.ca
    o Fax: 506-859-3943
    o Mail:
VIA Rail Customer Center
Support Person Request
77 Canada Street
Moncton, NB E1C 0V3

• We will contact you within 48 hours of receiving your request to confirm approval, if applicable, and to advise you on how to book a free ticket for your support person.

Option 2 – Card from an association / organization

You may also present, for each trip, a valid card from a recognized association or institution for persons with disabilities.

 

Make sure to consult our Medical Needs section if you plan to travel with medical supplies such as the following:

  • Medication that needs to be taken during the trip
  • Oxygen bottles
  • Stretchers

Our stations are equipped with accessible features, infrastructure, and services that vary greatly from one station to the next. For example, some provide direct access to elevators or suitable public transportation.

To learn more about the accessibility services available in our stations, including adapted public transportation, use our Find a Station tool.

VIA Rail has a limited number of stations equipped with elevated platforms or mechanical lifts. Where such facilities are available, VIA Rail will help passengers with disabilities board and disembark from the train, subject to limitations on the size and weight of the passengers and their equipment.

Stations with no stairs or elevators

At many of our stations, the maximum weight that VIA can safely handle is 272 kg (600 lb.). This is the case when passengers and/or their wheelchair or scooter need to be lifted from the station platform to the train door.

Stations with stairs

Passengers who cannot use the stairs to descend to the boarding platform (e.g. at Montreal Central Station and Kingston Station) may use an inclined stair lift that can safely support a maximum weight of 2727 kg (600 lb.).

Wheelchair lifts are not required at our Montréal and Québec City stations, where the platforms are level with the train doors. All other wheelchair-accessible stations have devices used to lift the wheelchair and/or the passenger from the station platform to the train door. These lifts can safely handle a maximum weight of 272 kg (600 lb.) and mobility aids up to 56 in. (142 cm) long.

On the request of a person with a disability, VIA Rail will provide curbside assistance without delay at designated stations. Curbside assistance includes wheelchair assistance, guiding assistance, and assistance carrying baggage between the station and the curb.

More specifically, it includes the following:

  • Assisting with the customer’s baggage or mobility aid and providing a wheelchair if needed
  • For departures: Helping the customer from the curbside zone into the station
  • For arrivals: Helping the customer proceed from the station to the curbside zone

This service is available at the following 10 VIA Rail stations:

 

For information about the location of curbside zones, please select any of the stations above to view its profile.

For more details or to make a request for curbside assistance, please call us (toll-free) at 1 888 VIA-RAIL (1 888 842-7245) or TTY 1 800 268-9503 (for persons who are deaf or hard-of-hearing). We recommend making your request 48 hours advance. However if a person with a disability makes a request less than 48 hours before the scheduled time of departure, VIA will make a reasonable effort to provide the service.

Service animals are welcome on board VIA trains, and we understand that making sure they have a safe and clean place to relieve themselves is a very important consideration for those who travel with them.

Some of our stations are equipped with a service animal relief area (SARA): a quiet place where service animals can relieve themselves, which is essential before and after a train journey with their owners!

To check which stations have a SARA, please use our Find a Station tool..

Our personnel offers special services to passengers with reduced mobility. These services vary from one region to another, depending on the station facilities and train cars.
In most locations where we have personnel, our staff can do the following:

  • Assist you to check-in at the check-counter
  • Escort you to the platform
  • Assist with a wheelchair
  • Help you board and disembark from the train
  • Assist with loading and unloading your baggage
  • Before boarding, transfer you from your mobility aid to our mobility aid
  • After disembarking, assist you by proceeding to the general public area, or, if you’re transferring to another segment of your trip within the same terminal, in proceeding to a location where you may receive assistance from the staff of the receiving carrier’s personnel.
 

You can also take advantage of priority check-in and pre-boarding, which begins five minutes before regular boarding.

To benefit from these services, we suggest that you make a request in advance or identify yourself to VIA personnel once you arrive at the station and as soon as you get on board. If you have a speech disability, please bring written instructions to inform station and onboard personnel of your itineraries, connections, and needs.

If you’re a passenger who is not independently mobile and in a wheelchair, a boarding chair or any other device and are waiting at a terminal for departure after check-in or to transfer to another segment of your trip, a member of our staff will provide you with a place to wait close to our staff who can provide assistance and will periodically attend to your needs.

You are welcome to familiarize yourself with the following announcements generally heard in our stations. Get ready to board!

Station announcements:

Baggage check

Your attention, please. Passengers travelling on VIA train no. XX bound for X are invited to check any baggage they won’t be needing on board. A check-in service is available at our baggage room up to 30 minutes before departure.

Pre-boarding

Your attention, please. VIA train no. XX bound for (final destination) will soon be ready for general boarding. We would like to invite passengers with young children and passengers requiring additional assistance to board now on track no. X. Please check your boarding pass for your car and seat numbers and proceed to the platform.

General boarding call

Your attention, please. VIA train no. XX bound for X is now boarding all passengers on track no. X. Please check your boarding pass for your car and seat numbers and proceed to the platform.

General boarding last call

Your attention, please. This is the final boarding call for VIA train no. XX bound for X. All aboard!

Security: Baggage

Your attention, please. We would like to remind VIA Rail Canada passengers to keep their baggage with them at all times. For your safety and security, please do not leave your belongings unattended. Thank you.

Minor boarding delay (15 min or less)

Your attention, please. Boarding of VIA train no. XX bound for X has been delayed due to X. Please stand by for further announcements and check the Departures and Arrivals monitor for updates, or contact the VIA Customer Centre. We apologize for any inconvenience this situation may cause and thank you for your understanding.

Arrival delay

Your attention, please. The next VIA train has been delayed due to X. Please stand by for further announcements and check for train information updates on the Departures and Arrivals monitor, or contact the VIA Customer Centre. We apologize for any inconvenience this situation may cause and thank you for understanding.

Carry-on baggage reminder: Staffed stations

Your attention, please. We would like to remind VIA Rail Canada passengers of our carry-on baggage policy. For a safer and more enjoyable travel experience, please make sure your baggage complies with our policy. For more information, please see a VIA attendant. Thank you.

Stairs, escalators, elevators

Please use the stairs or elevator to access the platform.
Please use the stairs or escalator to access the platform.
Please use the stairs to access the platform.

Trains at high speed

Your attention, please. We would like to remind VIA Rail Canada passengers that trains may pass at high speed in either direction at any time. For your safety, please stand behind the yellow platform lines and do not cross the tracks. Thank you.

Security measures on the platform

Your attention, please. For those passengers still on the platform, we ask that you please leave the platform immediately, as the platform and train are now locked down for servicing. Please stay behind the black fences or inside the station. We will make a general boarding announcement as soon as we have permission to do so. Thank you for your cooperation.

All VIA trains are accessible to travellers in wheelchairs. The washrooms are equipped with grab bars, and narrow wheelchairs are available for boarding, detraining, and accessing the washrooms. Furthermore, our staff will help assist you to transfer between your passenger seat and your wheelchair. However, the availability of this equipment, as well as door widths, can vary by train car. Click here to view diagrams of cars that are wheelchair-accessible.

For people who use a mobility aid, upon request and without delay, we will transfer you between your mobility aid and your seat before departure and on arrival at your destination, as well as assist you in moving in and out of the mobility aid space.

However, if you have a disability and are not able to request assistance from our staff by means of a call button, a member of our staff will check on you periodically to attend to your needs. And, if you receive a meal on board the train and need assistance, upon request and without delay, our staff will help you with the meal by opening packages, identifying food items and their location and cutting large food portions.

VIA Rail aims to provide sustainable, inclusive, and accessible mobility for all Canadians. For this reason, we are constantly monitoring industry best practices, especially in relation to universal accessibility. For instance, you can bring on board and keep with you any small assistive device you need during travel, such as a cane, a communication device, or a portable oxygen concentrator. Furthermore, if you require a mobility aid during travel, we will happily accept and make room for it as priority baggage, and, if necessary, remove any cargo or other baggage from storage to ensure it travels with you. Also, if the mobility aid needs to be disassembled and packaged to store it, we will disassemble and package it before departure, and, unpackage and reassembling it promptly return it upon arrival.

If you do not retain your mobility aid during travel and it happens to get damaged, broken, or lost during transport, or it is not made available to you by the time of you arrive at your destination, without delay, we will:

  • provide you with a temporary replacement mobility aid that you are able to use and that meets your mobility needs until we deliver you your mobility aid, or until it is repaired or replaced, or until we reimburse you for the loss of the mobility aid;
  • reimburse you for any expenses you’ve incurred because the mobility aid was damaged, broken or lost, or because it was not made available to you at the time of your arrival at your destination;
  • arrange for the repair of your damaged mobility aid and promptly return it to you, or, if your mobility aid cannot be adequately repaired, we will replace the damaged mobility aid with the same model, or, if the same model is not available, a model that has equivalent features and qualities as your damaged mobility aid and that meets your mobility needs, or, we will reimburse you for the full replacement cost of your mobility aid; and
  • in the case of a broken mobility aid or a mobility aid that is not made available to you when you arrive at your destination and that is not returned to you within 72 hours of your arrival, we will replace the broken or lost mobility aid with the same model, or, if the same model is not available, we will provide a model that has equivalent features and qualities as the broken or lost mobility aid and that meets your mobility needs, or, we will reimburse you for the full replacement cost of your mobility aid.

Some trains have baggage cars, which offer an additional storage option for wheelchairs or scooters during trips. Once on board, passengers cannot travel on the train with their mobility aid due to the narrow corridors.

 

To find out which train cars will be used on your trip, feel free to call us (toll-free) at 1 888 VIA-RAIL (1 888 842-7245) or TTY 1 800 268-9503 (for the persons who are deaf or hard-of-hearing).

 

On VIA’s transcontinental trains, travellers who are unable to go to the dining car or snack counters may have their meals served at their seat.

 

Some VIA sleeping cars can accommodate passengers travelling on stretchers, provided a minimum of 48 hours’ notice.

 

Due to the narrow aisles, passengers cannot move around the train with their mobility aids once on board.

 

To avoid causing damage and to ensure the safety of all passengers on board, wheelchairs and scooters must be equipped with brakes.

 

Some passengers are able to leave their wheelchair or scooter to board the train independently, while others must remain seated. In either case, there are maximum weights that VIA can safely handle. Please note that scooters with four wheels are only accepted in our baggage cars.

  

VIA Rail will make every reasonable effort to accommodate two passengers with mobility aids to travel together.

If you’re a person with a disability, we will promptly provide you with an individualized safety briefing and demonstration before your departure. And, should you need assistant accessing entertainment content offered onboard our trains, we will be more than happy to assist you.

Our menus

The menus for all our destinations are available in PDF format on our Food and Drinks page (with the exception of our Business class menu, available only on board). Once on the train, you can also ask a VIA crew member for a menu in braille or large print.

If you have allergies or would like to order a special meal, whether for medical or other reasons, we invite you to consult the Special Meals and Allergies section prior to your trip.

 

Onboard announcements:

You are welcome to familiarize yourself before your trip with the messages generally heard aboard our trains.

Pre-departure: Onboard policies

Good afternoon, everyone. Boarding of VIA Rail train no. XX will begin shortly. We would like to take this opportunity to inform passengers of our onboard policies.

  • Smoking tobacco, e-cigarettes, or cannabis is strictly prohibited on board the train and on station platforms.
  • Unsafe or disrespectful behaviour towards passengers or crew members will not be tolerated.
  • Please take note that VIA Rail does not accept debit or prepaid credit cards as a method of payment on board.

Departure: Major terminals

On behalf of VIA Rail Canada, we’d like to welcome you aboard train no. XX.

Please note that all seats on this train are assigned. Out of consideration for travellers boarding at other stations, we ask that all Economy class passengers occupy the seat indicated on their ticket.

For your safety, we ask that you familiarize yourself with the safety pamphlet located in your cabin or seat pocket. Please take a moment to locate the emergency exits and equipment in your car. There’s a minimum of four emergency windows per car.

We’d also like to remind you that standing in the vestibule is not permitted and that footwear is mandatory when circulating on board the train.

Our crew will tend to your safety and well-being.

We invite you to sit back, relax, and enjoy your journey with us.

We’ll soon be coming around for ticket validation, so please have your passes ready.

Thank you and have a pleasant trip.

Backing out of the station

Your attention, please. In the next few minutes, we will be backing out of the station in order to change tracks and turn the train around. This is a normal procedure. Thank you.

Service announcement: The Great Western Way, the Maritime Way

Ladies and gentlemen, for your comfort and convenience, we wish to inform you of the following facilities and services available on board this train.

Service cars are located on either side of the dining car and are available to all passengers. These cars offer takeout meal service until 11:00/11:30 p.m., a selection of souvenirs, movie showings, complimentary newspapers, and a lounge area. Free WI-FI is available in both service cars; please consult one of our crew members for full details and instructions. As space is limited in the service cars, please allow fellow passengers to use the facilities as well. We also ask that all phones be set to vibration mode and that headphones be used with all electronic devices to avoid disturbing other passengers. Your cooperation in this matter is greatly appreciated.

For passengers travelling in our sleeping class(es), our dining car is available by reservation for lunch and dinner service and on a first come, first serve basis for breakfast service. Should there be sufficient space available, reservations will also be extended to Economy class passengers. Please ask one of our crew members for further details.

For passengers travelling in Sleeper Plus class, the Park car is available to you at all times. The Park car is located at the rear of the train and offers bar and snack service with complimentary coffee and tea, newspapers, and magazines.

Today’s Learning Coordinator, X, invites you to join him/her in the Park car, where he/she will be happy to guide you throughout our journey (if applicable).

We are pleased to provide you with a smoke-free environment, as this train is entirely non-smoking, including the washrooms and between cars. Your cooperation is appreciated. Should you wish to smoke, there will be three designated smoking stops: Moncton, Campbellton, and Sainte-Foy. Please consult your attendant for specific times.

It is strictly forbidden to consume personal alcoholic beverages in open areas while on board. Disrespectful and unsafe behaviour on board VIA Rail trains will not be tolerated. Your cooperation is appreciated.

If you require any assistance, a crew member will be glad to help you. We now ask that you have your ticket or e-boarding pass ready for validation. Thank you and have a pleasant trip.

Beverage menu

Your attention, please. We will be starting our beverage service shortly. To familiarize yourself with our selection, please consult the beverage menu located in the seat pocket in front of you. Thank you.

Meal service: The Great Western Way, the Maritime Way

Ladies and gentlemen, an attendant is now making their way through the sleeping cars to take meal reservations.

If you would like to make a reservation, please have your door open to facilitate this process. Thank you for your cooperation.

Meal seating: The Great Western Way, the Maritime Way

Ladies and gentlemen, this is the first call for breakfast in the dining car. The dining car is located ahead of the service car. Thank you and enjoy your meal.

Meal seating, last call: The Great Western Way, the Maritime Way

Ladies and gentlemen, this is last call for breakfast in the dining car. The dining car, located ahead of the service car, will be closing in 45 minutes. Thank you and enjoy your meal.

Economy class cart service: The Great Western Way, the Maritime Way

Your attention, please.

An Economy class service attendant will be circulating with their cart throughout the trip to offer you snacks and beverages at your seat.

LThe first service will begin shortly. Please have your credit card or cash ready. Full meals are available for purchase at the takeout counter in the service car.

Evening announcement: The Great Western Way, the Maritime Way

Please note that the takeout counter will be closing at 11:00/11:30 p.m. and will open again tomorrow morning at 6/7 a.m.

Recycling program

Recycling bins are located in the service cars. We invite you to use them to dispose of aluminums cans and bottles. Thank you for supporting our recycling program.

Wireless internet service interrupted or unavailable

Interruption: Ladies and gentlemen, we are experiencing problems with our wireless internet service. The connection will be interrupted for a few minutes so that we can reset the system. Thank you for your understanding.

Unavailable: Ladies and gentlemen, we would like to inform you that, due to technical adjustments to our current system, our wireless internet service will not be available on this train. We apologize for the inconvenience and thank you for your understanding.

Upgrade

Your attention, please. If you wish to upgrade to Business/ Sleeper class, please speak to a crew member. They will be happy to provide you with more information.

Unscheduled stop

Ladies and gentlemen, may I have your attention, please. We are still waiting to learn the exact reason for our stop. I will get back to you as quickly as possible with this information. We apologize for the inconvenience and thank you for your understanding.

Late train with a connection upon arrival

Ladies and gentlemen, we apologize for our late arrival at X.

Passengers with connections to X, train no. XX, please note

  • that train no. XX will be holding at gate no. XX.
OR
  • the train will be held. Please follow the directions provided by the station staff.
OR
  • that train no. XX cannot be held. A VIA representative will be available to assist you.

Thank you for your understanding.

Arrival (prior to each stop)

Ladies and gentlemen, we will be arriving at X in approximately X minutes.

For your safety, we ask that you remain seated until the train comes to a complete stop in the station.

Please ensure that you have all your personal belongings with you before exiting the train.

Thank you for choosing VIA Rail Canada today.

On board, you can ask a VIA agent for a readable version of the audio announcements.

Safety card

On board, you can ask a VIA agent for the safety cards in braille or large print.

We’re always ready to help

Once you’re on board, we’ll be pleased to provide you with information about our menus and services. If you like, we can notify you of any schedule changes and let you know when you arrive at your destination.

To benefit from these services, we suggest that you identify yourself to VIA personnel once you arrive at the station and as soon as you get on board. If you are speech-impaired, please bring written instructions to inform station and onboard personnel of your itineraries, connections, and needs.

Our trains are designed to accommodate passengers with functional limitations or disabilities and their attendants. Since our train cars will vary according to your destination, please contact our Customer Centre at 1 888 VIA-RAIL (1 888 842-7245) or 1 800 268-9503 (for the persons who are deaf or hard-of-hearing) if you have specific questions about seat dimensions or the facilities that will be available during your trip.

If you are a person who is blind or has another visual disability, once you are onboard our trains, you can ask a VIA agent for the safety cards in Braille or large print. Our staff will describe to you, before departure or as soon as possible, the train layout, including the location of washrooms and exits, and the location and operation of any operating controls at your seat.

Please refer to the table below to view diagrams of our accessible train cars. The type of equipment varies and may be subject to availability.

Dimensions of mobility aids

Our wheelchair-accessible stations are equipped with devices for lifting wheelchairs and/or the passenger from the station platform to the train door.

  • The maximum weight that the wheelchair lift can safely handle is 272 kg (600 lb.)
  • The maximum length of a mobility aid that the wheelchair lift can safely handle is 56 in. (142 cm)

Wheelchair lifts are not required at our Montréal and Québec City stations, as the platforms are level with the train doors.

Only 3-wheeled scooters and small 4-wheeled scooters can board rail cars in our current fleet. Due to narrow passages when boarding, most scooters with four wheels cannot be accommodated on board. However, they can be transported in baggage cars when these are available.

Mobility aids must be within the dimensions listed below to safely access VIA Rail’s accessible cars. If the dimensions of your mobility aid exceed the listed dimensions, we may still be able to accommodate your device, depending on the specific car type or equipment used for your trip. Please 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) so we can provide information specific to your trip.

(1) Manual Wheelchair
   Length 42”/107 cm
   Width 25”/63.5 cm
   Turning radius 31.5”/80 cm

(2) Power Wheelchair
   Length 40”/102 cm
   Width 24”/61 cm
   Turning radius 20”/51 cm

(3) 3 Wheeled Scooter
   Length 42”/107 cm
   Width 21”/53 cm
   Turning radius 36”/91 cm

(4) 4 Wheeled Scooter (small size)
   Length 43”/109 cm
   Width 21”/53 cm
   Turning radius 50.5”/128 cm

(5) Child Push Chair (large size)
   Length 47”/117 cm
   Width 25”/63.5 cm
   Turning radius 32”/81 cm

The table below indicates the mobility aid accessibility for different car types.

Fully accessible:

  • Boarding/deboarding via a wheelchair lift
  • Moving from the train vestibule to the mobility aid space or accessible cabin
  • Entering and exiting the washroom
  • Accessing the toilet and vanity
  • Turning and exiting via the train vestibule

Mobility Aids

REN Economy

REN Sleeper

LRC Business

HEP2 Business

HEP1 Park Prestige

RDC Economy

Manual Wheelchair (1)

Fully accessible Fully accessible Fully accessible Fully accessible Fully accessible Fully accessible

Power Wheelchair (2)

Fully accessible Fully accessible Fully accessible Fully accessible Fully accessible Fully accessible

3 Wheeled Scooter (3)

Fully accessible Fully accessible No washroom access No washroom access Fully accessible Fully accessible

4 Wheeled Scooter (4)

Fully accessible Fully accessible No washroom access No washroom access Fully accessible Fully accessible

Child Push Chair (5)

Fully accessible Fully accessible No space for assisted transfer No space for assisted transfer Fully accessible Fully accessible

Ontario and Quebec

Route

Toronto-Ottawa
Toronto-Windsor
Toronto-Niagara Falls
Toronto-Sarnia
LRC cars This link open a windowThis link open a window
71 cm/28 in. Door width
142 cm/56 in. Maximum length
 
Stainless-steel cars (HEP 2)This link open a windowThis link open a window
63 cm/25 in. Door width
142 cm/56 in. Maximum length

Route

Montréal-Quebec city
LRC cars
71 cm/28 in. Door width
142 cm/56 in. Maximum length
 
Renaissance cars
74 cm/29 in. Door width
142 cm/56 in. Maximum length

Route

Montréal-Senneterre
Stainless-steel cars (HEP 1)
61 cm/24 in. Door width
119 cm/47 in. Maximum length

Route

Toronto-Montréal
LRC cars
71 cm/28 in. Door width
142 cm/56 in. Maximum length
 
Renaissance cars
74 cm/29 in. Door width
142 cm/56 in. Maximum length
 
Stainless-steel cars (HEP 2)
63 cm/25 in. Door width
142 cm/56 in. Maximum length

Route

Sudbury-White River
RDCs
65 cm/25,5 in. Door width
142 cm/56 in. Maximum length

Route

Montréal-Gaspé
Stainless-steel cars (HEP 1)
60 cm/23.75 in. Door width
119 cm/47 in. Maximum length

Route

Montréal-Ottawa
LRC cars
71 cm/28 in. Door width
142 cm/56 in. Maximum length
 
Renaissance cars
74 cm/29 in. Door width
142 cm/56 in. Maximum length
 
Stainless-steel cars (HEP 2)
63 cm/25 in. Door width
142 cm/56 in. Maximum length

Route

Montréal-Jonquière
Stainless-steel cars (HEP 1)
61 cm/24 in. Door width
119 cm/47 in. Maximum length

Western Canada

Route

Toronto-Jasper-Vancouver
Stainless-steel cars (HEP 1)
61 cm/24 in. Door width
119 cm/47 in. Maximum length
 
Park Car (Accessible cabin)
81 cm/32 in. Door width
142 cm/56 in. Maximum length

Route

Jasper-Prince Rupert
Stainless-steel cars (HEP 1)
61 cm/24 in. Door width
119 cm/47 in. Maximum length

Route

Victoria-Courtenay
Service Suspended
RDCs
65 cm/25.5 in. Door width

Route

Winnipeg-Churchill
Stainless-steel cars (HEP 1)
61 cm/24 in. Door width
119 cm/47 in. Maximum length

Atlantic Canada

Route

Montréal-Halifax
Renaissance cars (Economy)
74 cm/29 in. Door width
119 cm/47 in. Maximum length
 
Renaissance cars(Sleeping)
74 cm/29 in. Door width
119 cm/47 in. Maximum length
 
Stainless-steel cars (HEP 1)
61 cm/24 in. Door width
119 cm/47 in. Maximum length
 
Sleeping cars (HEP 1)
61 cm/24 in. Door width
119 cm/47 in. Maximum length

All trained guide dogs, service dogs or emotional support dogs are welcome on board. But before your trip, please read the following to make sure that both you and your dog have a smooth travel experience.

The following policy applies only to guide dogs, service dogs and emotional support dogs. If you wish to travel with your pet, we invite you to visit our Travelling with Pets section.

The following information applies to the entire Service Dogs section.

If your particular situation is not covered in this policy, please contact our Customer Relations group by phone at 1-888-VIA-RAIL (1-888-842-7245) or 1-800-268-9503 (TTY number for persons who are deaf or hard-of-hearing), by email to customer_relations@viarail.ca, or by fax to 514-871-6104.

Guide or service dogs

These dogs are individually trained and certified to provide assistive tasks related to a person’s disability (e.g. motor, sensory, psychiatric, intellectual, and cognitive disabilities).

Examples:

  • Autism service dogs;
  • Diabetic alert dogs;
  • Hearing ear dogs;
  • Special skills dogs;
  • Guide dogs (specifically trained for guiding a person who is blind or partially sighted);
  • Post-traumatic stress disorder dogs;
  • Seizure response dogs;

Emotional support dogs

These dogs meet 2 criteria:

  1. They provide support and comfort to persons with a mental health disability, diagnosed in accordance with the Diagnostic and Statistical Manual of Mental Disorders.
  2. They have not received certified training to perform specific tasks to assist persons with disabilities.

In either Economy or Business class, a second seat will be booked at no additional cost to make sure both you and your guide, service or emotional support dog are comfortable. On certain departures, you may also occupy a two-person cabin at a reduced fare.

Please note that you may be required to produce documentation indicating that your dog has been certified by an accredited institution to work as a guide or service dog.

You may purchase your tickets online, by phone at 1 888 VIA-RAIL (1 888 842-7245) or in person at one of our ticket counters. If you have a hearing or speech disability, please contact us toll-free at TTY 1-800-268-9503 (for persons who are deaf or hard-of-hearing), or by email at customer_relations@viarail.ca.

All such requests must be made at least 48 hours before your departure and updated documentation may be requested.

Your first trip with your emotional support dog

If you are travelling on a VIA Rail train with your emotional support dog for the first time, you must do the following:

  1. Provide a signed medical certificate from a licensed medical doctor or mental health professional (e.g., a psychiatrist or psychologist).
  2. Ensure the medical certificate states that you cannot travel alone without an emotional support dog.
  3. Ensure the medical certificate is dated no more than one year prior to the date of travel, unless it states that functional limitation is permanent.
  4. Provide a signed and dated Conditions for Travel with an Emotional Support Dog form.

Template for the medical certificate and conditions for travel documents: Download the Confidential Medical Certificate for Passengers Requiring an Emotional Support Dog and Conditions for Travel with an Emotional Support Dog and have them completed. PDF

Download the Confidential Medical Certificate for Passengers Requiring an Emotional Support Dog and Conditions for Travel with an Emotional Support Dog and have them completed (PDF Document).

Once completed, the forms must be submitted by email to support_services@viarail.ca, or by fax to 506-859-3943 for approval.

Please note that VIA Rail may request up to 96 hours advance notice for all new requests requiring a medical certificate. We will contact you within 48 hours to provide confirmation of approval and instructions on how to book a complimentary ticket for your emotional support dog.

Service animal trainers and volunteer handlers

Here’s what you’ll need to travel with a service dog in training:

  • If you are a service animal trainer or a volunteer handler working with puppies that have yet to begin formal training, we ask that you provide us with proof of your occupation as a trainer or volunteer handler (e.g., a business card or letter from the training agency).
  • You will then be permitted to bring one (1) guide dog, service dog, or foster puppy on board with you, free of charge.
  • All animals must be housebroken to ensure they can make lengthy trips and wear a harness and leash.
  • In either Economy or Business class, you will be assigned a second seat free of charge so that both you and your dog are comfortable. On certain departures, you may also occupy a two-person cabin at a reduced fare.

Possible stops for service animal relief breaks during the trip

  1. Corridor trains: No breaks available.
  2. Long-haul trains: If the train is running on time, we will stop at the stations listed below.

The Canadian (Trains 01 and 02):

  • Capreol
  • Hornepayne (no designated relief area)
  • Sioux Lookout
  • Winnipeg
  • Saskatoon
  • Edmonton
  • Jasper
  • Kamloops

The Ocean (Trains 14 and 15):

  • Moncton
  • Campbellton
  • Sainte-Foy

Important notice: If the train is not running on schedule or if the length of time between stops is unreasonable, arrangements must be made with the Service Manager on board to have the locomotive engineers stop the train at intermediate locations, when it can be done safely.

Passengers are advised of the applicable stops, and arrangements are made on board during the trip and before arrival at the stations. These guidelines are validated with each passenger’s itinerary, and adjustments are made if needed.

Passengers are responsible for taking out and walking their dogs during permitted stops. If a person with a disability is unable to take their dog out themselves, they will need to travel with a support person.

In-station service animal relief area

Some of our stations may have service dog relief areas and/or quiet areas. Because our stations’ infrastructure may vary, check the information about your departure and arrival stations beforehand using our Find a Station tool.

Travelling with a guide or service dog

  • VIA Rail allows one (1) guide or service dog per passenger on board its trains.
  • Only dogs are accepted.
  • Certain provinces and municipalities prohibit pit bulls. VIA Rail therefore does not allow this breed of dog system-wide. Mix or cross breed pit bulls are also not accepted.
  • For operational reasons, we request 48 hours’ notice for passengers intending to travel with a guide or service dog. If notified less than 48 hours in advance, VIA will make a reasonable effort to accommodate the passenger and their dog.
  • Guide dogs and service dogs always travel free.
  • Your dog must remain on the floor or on your lap.
  • Your dog must accompany you everywhere on board, including where food is served.

Travelling with an emotional support dog

  • VIA Rail allows one (1) emotional support dog per passenger on board its trains.
  • Only dogs are accepted.
  • Certain provinces and municipalities prohibit pit bulls. VIA Rail therefore does not allow this breed of dog system-wide. Mix or cross breed pit bulls are also not accepted.
  • Mature animas only: the dog must be at least 18 months old.
  • For operational reasons, we request 48 hours’ notice for passengers intending to travel with an emotional support dog. If notified less than 48 hours in advance, VIA will make a reasonable effort to accommodate the passenger and their dog.
  • Emotional support dogs always travels for free.
  • Your dog must remain on the floor or on your lap.
  • Your dog must accompany you everywhere on board, including where food is served.

Control measures

Guide, service, and emotional support dogs must be harnessed, leashed, or tethered, unless these devices interfere with the dog’s work or the individual’s disability prevents the use of these devices.

VIA personnel may require you to remove your dog from the train or from the station premises in the following cases:

  1. The dog is not properly controlled and effective action is not immediately taken to control the dog (e.g., it barks repeatedly and uncontrollably or is not housebroken).
  2. The dog poses a threat to the health or safety of others.

Important notice: If you are asked to remove your dog but would like to remain on the premises and/or continue to travel without the dog, you must make arrangements at your own cost for another person or local animal control to assume custody of the animal. You may be required to continue your VIA train trip at a later time or on a later date.

 

Other passengers

Some passengers may be uncomfortable with the presence of an assistance dog due to factors such as allergies, cultural reasons, personal discomfort, or fear. To respond to conflicting needs, VIA personnel will consider options such as relocating passengers to separate areas of the train.

Accessible travel regulations

VIA Rail Canada complies with the Accessible Transportation for Persons with Disabilities Regulations (ATPDR) of the Canadian Transportation Agency (CTA).

As required by the ATPDR, VIA Rail

  • meets the communication needs of travellers with disabilities,
  • trains its workers to provide assistance to travellers with disabilities,
  • complies with technical requirements regarding its trains and stations,
  • provides accessible services, and
  • makes its security screening accessible.

Visit our corporate website to learn more about some of our accessibility initiatives across Canada.

VIA Rail Universal Accessibility Policy

At VIA Rail we do more than move passengers. We strive to be Canada’s most accessible national and intercity mode of transportation. Our vision is to be a smarter way to move people by ensuring access to a sustainable, affordable and accessible means of transportation. By promoting better accessibility, we are improving the customer experience for all our passengers as part of a barrier-free Canada.

Principles of Universal Accessibility at VIA Rail

VIA Rail acknowledges and strives to provide service that:

  • is welcoming for all our passengers;
  • provides a safe, comfortable and convenient journey;
  • respects each individual’s autonomy, dignity and independence;
  • enables full participation through an inclusive and intuitive environment; and
  • offers meaningful options for passengers.

Our Commitments

VIA Rail values all our passengers and we pledge the following commitments:

  • Our Culture: We will continue to be agents of transformation to foster a culture of respect and dignity.
  • Leadership: We aim to integrate accessibility into decision-making processes at all levels of our organization so that we can continually improve the passenger experience.
  • Continual Engagement: We value the experience of our passengers and will seek their input to imagine new possibilities for travel on our network. We will report back to you regularly regarding the progress we make.
  • Training: We will equip ourselves with the training and tools needed to serve you well.
  • Communications: We will provide clear and consistent information in a timely manner for all our passengers.
  • Listening to You: We recognize that you know what is best for you and we strive to create an environment where you feel comfortable requesting those services.
  • Barrier-Free Access: We strive to remove barriers and avoid creating new barriers across all our stations, trains and digital platforms.
  • Proactive Design: We will work to provide you with flexible options to access our services.
  • Collaboration: We will create community partnerships to continuously improve accessibility to our services.

Accessibility complaint form

We are sorry your experience didn’t go as planned. Please answer the following questions to help us determine the best way to resolve your complaint.