Our journey towards accessibility for all

The word accessible can mean many things. In transportation, it may refer to something that is available, affordable, easy to reach or easy to understand.

At VIA Rail Canada, accessibility means much more. It means embracing best practices to ensure that every passenger—whether they have a disability or not—can travel with confidence and enjoy an equivalent experience. It also means respecting every person's autonomy, dignity and right to choose.

Disabilities can be visible or invisible, temporary or permanent. That's why VIA Rail is committed to offering services, options and accommodations that meet the diverse needs of travellers, regardless of the nature of their disability.

Accessibility at VIA Rail: From a Reactive Approach to a Forward-Looking Vision

Accessibility at VIA Rail didn't evolve overnight. Like many organizations, we've gone through a journey of learning, challenging assumptions and continuously striving to do better.

For many years, accessibility issues were addressed on a case-by-case basis, often in response to specific requests or individual situations. While these efforts helped travellers, they also highlighted the need for a more proactive, long-term approach.

A Turning Point in 2018

The year 2018 marked a significant milestone in VIA Rail's accessibility journey with the creation of a dedicated Accessibility team.

That same year, the renovation of Ottawa Station helped usher in a new chapter. The project demonstrated that accessibility could be integrated into infrastructure from the very beginning. It also laid the foundation for a more traveller-centred approach.

Today, Ottawa Station includes numerous features designed to make travel easier and more inclusive. Ramps and elevators provide barrier-free access throughout the station, while the platform and boarding areas have been designed to simplify boarding for passengers with reduced mobility. Washrooms are equipped with automatic door openers, and the Business lounge offers ample space for wheelchair users to move comfortably. Furniture was carefully selected to make transfers between wheelchairs and seating easier, and meeting rooms are identified with Braille signage to help travellers who are blind or partially sighted navigate independently.

These enhancements reflect VIA Rail's ongoing commitment to making rail travel accessible to everyone.

Building the Foundation for Lasting Change

The years that followed brought a series of transformative initiatives that helped embed accessibility into every aspect of the organization.

One of the most significant achievements has been the design and introduction of VIA Rail's new Québec City–Windsor corridor fleet. From the earliest planning stages, accessibility was treated as a core design principle. The result is a new generation of trains that offers a significantly more inclusive travel experience for a wide range of passengers.

Every detail of the new fleet was thoughtfully designed to improve accessibility and comfort. Wider aisles allow passengers to move through the train more easily, while spacious universal washrooms can accommodate wheelchairs. Automatic doors help simplify movement throughout the train, and an onboard wheelchair lift enables more independent boarding. Call buttons located near designated accessible seating areas allow passengers to request assistance whenever needed.

Adjustable tables provide greater flexibility and comfort, while Braille signage on seat numbers helps passengers with visual disabilities orient themselves more easily. Important announcements are delivered in both audio and visual formats, ensuring that passengers who are deaf, hard of hearing, blind or partially sighted receive essential travel information throughout their journey.

Accessibility as a Long-Term Commitment

In 2020, VIA Rail reached another important milestone by publishing its first Universal Accessibility Policy.

More than simply a policy, it represents a commitment to both customers and employees. It reflects VIA Rail's promise to listen, respect each person's autonomy, dignity and right to choose the accessible services that best meet their needs. It also serves as a guiding framework for decision-making across the organization, ensuring that accessibility is integrated into every aspect of VIA Rail's operations.

That same year, VIA Rail released its first Accessibility Plan, outlining concrete commitments and measurable objectives to remove barriers and continuously improve the experience of both travellers and employees with disabilities. In addition to addressing physical barriers, the plan also focuses on improving administrative processes and communications, reinforcing VIA Rail's commitment to creating a more inclusive travel experience for all.

The Importance of Listening to Those with Lived Experience

One of the most important lessons learned throughout this journey is that the best accessibility solutions are developed with the people who experience barriers every day.

With that in mind, VIA Rail established its Accessibility Advisory Committee in 2020. The committee brings together representatives from disability advocacy organizations as well as people with a wide range of disabilities and lived experiences.

Over the years, the committee has become an invaluable partner. Its members offer diverse perspectives, challenge assumptions and help guide organizational decisions. Their expertise ensures that VIA Rail remains true to its commitment to designing accessibility solutions that reflect the real experiences of travellers.

Today, VIA Rail offers a growing range of services designed to meet the diverse needs of its passengers. Onboard menus are available in Braille and large print, while 37 stations are equipped with hearing loops to improve communication for passengers who are hard of hearing. Live interpretation services in Québec Sign Language (LSQ) and American Sign Language (ASL) are also available upon request at the Ottawa, Toronto and Montréal stations.

VIA Rail has also joined the Hidden Disabilities Sunflower program, allowing travellers with non-visible disabilities to discreetly indicate that they may need additional support during their journey. In addition, 80 stations across the network feature relief areas for service dogs, helping create a more inclusive travel experience from departure to arrival.

Our Most Ambitious Accessibility Project Yet

While significant progress has been made, the work is far from over.

Over the coming months, VIA Rail will embark on what is expected to become the most ambitious accessibility initiative in its history: the design of a new generation of accessible long-distance trains.

These trains will gradually replace the current fleet operating some of Canada's most iconic routes, including:

• Toronto–Vancouver (The Canadian)
• Montréal–Halifax (The Ocean)
• Winnipeg–Churchill
• Several regional services

This project represents a unique opportunity to rethink the long-distance travel experience for passengers with disabilities. By incorporating the latest accessibility best practices from the earliest stages of design, VIA Rail aims to create a more inclusive travel experience that will serve Canadians for decades to come.

A Journey That Continues

The story of accessibility at VIA Rail is, above all, one of continuous progress. What began as a reactive, case-by-case approach has evolved into a strategic, organization-wide commitment to inclusion.

This progress would not have been possible without the invaluable feedback of our passengers, the dedication of our employees, the guidance of our community partners and advocacy organizations, and the many individuals who have challenged us to do better.

Creating a truly accessible transportation system is an ongoing journey of continuous improvement. One thing is certain: accessibility is no longer simply one consideration among many at VIA Rail. It has become a core commitment that is helping shape the future of passenger rail travel in Canada.

Stay tuned for more updates on our future accessible long-distance fleet. We look forward to sharing this exciting initiative—one that will transform the travel experience for thousands of Canadians with disabilities for generations to come.