Lesser-Known Services That Make Train Travel Accessible to All

Since 2020, VIA Rail has introduced numerous services to make travel easier for passengers with disabilities. Some services must be requested at the time of booking, while others are available at any time. Here’s an overview of 10 lesser-known services that help make train travel more accessible for everyone.

Sign Language Interpreters

In addition to videos in Québec Sign Language (LSQ) and American Sign Language (ASL) that provide important travel information, live interpretation services are now available at Ottawa, Toronto and Montréal stations. Passengers simply need to ask a ticket counter agent for assistance. The agent will contact an LSQ or ASL interpreter. “This service is available on request, but no advance reservation is required,” explains Catherine Langlois, Chief Advisor, Universal Accessibility. “When customers arrive at the counter, they can simply point to the signage indicating the interpretation service.” The interpreter appears on a tablet mounted on an adjustable arm. “It’s very similar to a virtual meeting,” she adds.

Hearing Loops

Thirty-seven stations are now equipped with induction loop systems. This wireless audio technology allows travellers who use hearing aids or cochlear implants to receive sound directly through their devices, reducing background noise and echoes. The system activates automatically when travellers enter the designated area near the ticket counter, provided their hearing device includes a telecoil, or T-coil.

On-Demand Assistance Services

“In nine of our busiest stations, passengers can request to be met by a VIA employee at the station entrance or on the platform when they make their reservation,” says Catherine. A cellphone number printed on the ticket also allows travellers to contact the station attendant directly if necessary. “And someone really will answer,” she adds. Who might benefit from this service? “For example, someone experiencing mild dementia. It provides reassurance for family members and caregivers.” At the destination station, an attendant can also meet passengers on the platform and accompany them to the station exit or even to their taxi.

Services for Service Dogs

VIA Rail now offers relief areas for service animals in 80 of our stations. These designated areas may be located indoors or outdoors and are clearly identified. Instructions are also provided in Braille.

Services Available Upon Request

Various accommodations can be provided when requested. For example, a deaf passenger who identifies themselves during boarding or pre-boarding may be informed by onboard staff whenever announcements are made. The Service Manager can show the written announcement in their notebook. If the announcement concerns an unusual situation—for example, a cow blocking the tracks—the information can also be shown on a phone screen.

Personalized Services

VIA Rail offers many individualized accommodations depending on a passenger’s specific needs. For example, travellers with reduced mobility in their upper limbs due to arthritis or other conditions may request that coffee cream containers be opened or that meals be cut into larger pieces to make eating easier. Passengers travelling in their wheelchairs aboard trains in the new fleet also have access to an assistance button located beside their designated space. This button can be used to request help retrieving a dropped item, assistance getting to the washroom or even a glass of water to take medication.

Support for Travellers with Allergies

“Many people have allergies—not only to foods, but also to fragrances,” says Catherine. Passengers can request a buffer zone when making their reservation. The three seats in front of and behind the traveller are then kept free of the identified allergen whenever possible. A customer may also request pre-boarding to clean their seat before other passengers board.

Large-Print and Braille Menus

Every train carries five large-print copies of the Economy class menu, as required under the Accessible Transportation for Persons with Disabilities Regulations. Menus are also available in Braille in both English and French.

Refrigeration for Medication

Passengers travelling with medications that require refrigeration may ask onboard staff to store them in a refrigerator during the journey.