Additional assistance
If you require additional assistance during your train trip, please click on one of the links below to learn more about our special services:
Companion needed
Passengers who need assistance in attending to their personal needs (eating, medical care, personal hygiene) during their trip must travel with a companion capable of providing such assistance. The companion travels free in the same class of service.
Where necessary, the companion is expected to assist VIA personnel in boarding and disembarking the passenger and in helping the passenger move about while on board.
To take advantage of this privilege, the special needs traveller must present, for each trip, a valid card from a recognized association or institution for persons with disabilities, or a recent letter dated within the last 9 months (unless the letter states that the condition is permanent) and signed by a physician.
To be valid, the letter must describe exactly which of the following personal needs the traveller cannot attend to him/herself:
- Eating
- Personal hygiene
- Medical care (administration of medication, supervision by a nurse, etc.)
Children: In cases where a child cannot travel alone, an escort is not allowed. Examples:
- Child under the age of 8.
- Child ages 8 to 11 on a trip where they are not entitled to travel alone according to our "unaccompanied children" service (travelling in sleeper or overnight for example).
Visually-, hearing- or speech-impaired travellers
We recommend that our visually-impaired clients find out about the services available to them by contacting one of our sales agents by telephone at 1 888 842-7245 or from one of our ticket counters at the station nearest you.
If you are hearing- or speech-impaired, contact us via a teletypewriter (TTY) at 1 800 268-9503 (toll-free). From Toronto, you can call (416) 368-6406.
In most locations where we have personnel, our staff can escort you to the platform, assist you in boarding and disembarking from the train, and help with loading and unloading your baggage. You can even benefit from priority boarding five minutes before regular boarding commences.
Once on board, we will be pleased to give you information on our menus and services. If you like, we can notify you of any schedule changes as well as your arrival at the 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 on-board personnel of your itineraries, connections and needs.
Travelling with a guide dog or service animal
Your guide dog or service animal* always travels free. And to make sure both you and your animal are comfortable, we will provide you with a second seat free of charge in Economy class or Business class. On certain departures you may also occupy a double bedroom at a reduced fare. Your guide dog or service animal must wear a harness or leash.
Please note that this policy only applies to guide dogs and service animals and not to pets that must travel in a baggage car. We also ask that you tell us in advance if you wish to travel with a guide dog or service animal.
* Guide dog and service animals are certified working animals that were trained in order to help you. A certificate from a recognized institution may be requested.
Service animal trainers
If you are a service animal trainer, we ask that you provide us with proof of your occupation. Once this condition has been satisfied, you may bring free of charge one guide dog or service animal on board your train with you. In both Economy class and Business class, you will get a second seat free of charge so that both you and your animal are assured of maximum comfort. On certain departures you may also occupy a cabin for two at a reduced fare.
