Travelling Business Class with a Disability: Three Onboard Experiences with VIA Rail

Over the past several years, accessibility has become a key priority for VIA Rail. As we continue to look for ways to create a more inclusive travel experience, our efforts go beyond improving onboard comfort. We are also focused on making every step of the journey easier, from booking online to arriving at the final destination, including the station experience. For travellers with disabilities, these details can make all the difference.

To better understand what accessible travel looks like in practice, we asked journalist Marie-Julie Gagnon to accompany three Business class passengers travelling between Montréal and Ottawa: Isabelle, who uses a wheelchair; David, who is visually impaired and travels with a service dog; and Kim, who has lived with a hearing disability since birth. Three different experiences. Three unique sets of needs. Yet all three share the same conclusion: independent, safe, and stress-free travel is possible when services are designed with everyone in mind.

We meet at Montréal's Central Station, where it quickly becomes clear how the environment has been designed to help travellers move through the station with ease.

Isabelle: Travelling with Confidence in a Wheelchair

For Isabelle, accessibility begins long before boarding. At many VIA Rail stations, including those with parking facilities, designated accessible parking spaces are located close to station entrances. Automatic doors, elevators and ramps make it easier to move throughout the station, while accessible ticket counters with lowered sections allow for more comfortable interactions with staff. Business lounges are accessible, as are universal washrooms, which are available in all stations where washrooms are provided.

When required, VIA Rail uses a wheelchair lift to assist passengers boarding the train. At some stations, including Ottawa, boarding ramps are also available.

As soon as Isabelle settles into her seat, it's clear that train travel is familiar to her. What she appreciates most is being able to travel without the multiple transfers often required by other modes of transportation. Unlike air travel, she can access her designated space more easily, making the beginning of the trip far less demanding.

Regardless of the station layout, staff are always available to ensure passengers board safely and comfortably.

Onboard VIA Rail's new Venture trains, accessibility features have been thoughtfully integrated to meet the needs of travellers who use wheelchairs. These include dedicated wheelchair spaces, wider aisles, automatic doors, accessible universal washrooms, adjustable tables, and call buttons for assistance. Passengers may remain in their wheelchair throughout the journey, depending on their preferences and individual needs.

For Isabelle, this level of autonomy is invaluable. It does not mean she never requires assistance, but rather that she can travel at her own pace, receiving support when needed instead of relying on constant assistance. That is exactly the kind of experience she is looking for: respectful, efficient, and adapted to her needs.

Isabelle speaks openly about her journey. Following a serious accident in July 1988, her life changed dramatically. Originally aspiring to join the Royal Canadian Mounted Police, she had to rebuild her future in a different direction. Today, she serves as Chair of the Board of Directors of Kéroul and is a leading advocate for accessible tourism, culture, recreation and community participation for people with disabilities. Her commitment was recognized with the Ordre de Montréal in May 2025.

As she puts it, accessible travel is about much more than an adapted seat. It is also about having attentive staff, reliable infrastructure, and an environment that respects the dignity of every traveller.

David: Accessible Services that Support Independence

For David, personalized assistance begins as soon as he arrives at the station. Staff can greet him, guide him from the entrance or ticket counter, accompany him to the platform, describe his surroundings, and help him locate important facilities such as waiting areas, washrooms and the Business lounge. At some stations, braille and tactile signage provide valuable orientation aids. More than 80 VIA Rail stations also offer relief areas for service dogs, an essential feature for many travellers.

David lost his central vision due to Leber's Hereditary Optic Neuropathy, a condition he had never heard of before receiving his diagnosis. The experience transformed his daily life, requiring him to relearn how to navigate, work, and use new tools to compensate for his vision loss.

At the station, VIA Rail's assistance services are particularly valuable. Staff can help orient him, guide him to the platform, provide clear descriptions of the environment, and assist in locating key facilities. This support is never imposed. It is offered thoughtfully, at the right time, and according to the traveller's needs.

Features such as braille and tactile signage may seem discreet to many passengers, but for someone who is blind or visually impaired, they can provide an important point of reference.

Both boarding and disembarking are supported by staff. They can escort travellers to the train door, assist with boarding, guide them to their seat, and explain the surrounding environment, including the location of power outlets, tray tables, call buttons, washrooms, and other amenities. When travelling with a guide dog, passengers can also count on staff to ensure adequate space for the animal.

Once onboard, the experience continues to support independence. Staff can announce important stops, assist with moving through the train, accompany passengers to the washroom, and answer questions throughout the journey. VIA Rail's new Québec City-Windsor corridor trains also feature braille seat numbers, both visual and audible announcements, and call buttons that allow passengers to request assistance when needed.

Menus available in braille and large print provide another layer of accessibility, allowing travellers to review meal options independently.

David especially values the continuity of support upon arrival. Once at his destination, he may be accompanied to the station exit, guided through the station, assisted in connecting with family members, taxis, or accessible transportation services, and supported through onward travel arrangements. For him, this continuity transforms travel from a logistical challenge into a reassuring and seamless experience.

Kim: Different Ways of Hearing, Different Ways of Communicating

For Kim, who has lived with a hearing disability since birth, the quality of communication is at the heart of the travel experience. VIA Rail offers hearing loop systems in 37 stations across its network, helping improve sound transmission for compatible hearing devices. In Montréal, Ottawa and Toronto, travellers can also access live video interpretation services in Quebec Sign Language (LSQ) and American Sign Language (ASL) upon request. Staff are trained to communicate clearly and can also use written communication whenever needed.

Kim represents another reality: that of an invisible disability. Being hard of hearing has never prevented her from being active, independent, or confident in her interactions. Her career in digital communications reflects her strong command of technology and communication tools.

At the station, a range of services helps facilitate her experience before boarding. She can use hearing loop systems where available or seek assistance from staff trained to communicate clearly and effectively. If necessary, information can be shared in writing, reducing misunderstandings and helping ensure important details are communicated accurately.

Before departure, staff can confirm essential travel information, communicate important updates in the most appropriate format, and answer any questions. This personalized approach helps create a smoother and more reassuring journey.

Onboard the new Québec City-Windsor corridor trains, accessibility was a key consideration in the design process. Important announcements are delivered both visually and audibly, ensuring information is available to as many travellers as possible. Information screens display upcoming stops, travel updates, and safety messages, while staff remain available to provide individual assistance whenever needed.

For Kim, this multimodal approach to communication is essential. It allows her to follow her journey without relying on a single source of information, creating a more independent, seamless, and inclusive travel experience.

This journey between Montréal and Ottawa demonstrates that accessibility goes far beyond ramps and designated spaces. It is built on a combination of thoughtful design, supportive services, and human attention that makes every trip easier, more comfortable, and more welcoming.

For Isabelle, accessibility means travelling in her wheelchair in an environment designed around her needs. For David, it means navigating with confidence thanks to clear wayfinding and personalized support. For Kim, it means having access to information through effective and accessible communication channels.

Travelling in Business class with a disability also means enjoying an environment where comfort, dignity, and inclusion are central to the experience. No one should have to give up travelling. The improvements VIA Rail continues to make across its stations, trains, and services, together with the dedication of its employees, reflect a tangible commitment to making rail travel accessible for everyone.

Beyond infrastructure, stories like those of Isabelle, David and Kim help us better understand the diverse realities of accessibility. They remind us that every traveller has unique needs, strengths, and ways of experiencing the journey.

By continually improving its stations, trains, and onboard support services, VIA Rail is helping build a more inclusive transportation network. When travel becomes more accessible, the experience is enriched for everyone.