Accessibility at the Heart of VIA Rail's Priorities

Since 2019, VIA Rail has made tremendous strides in accessibility. From trip planning and station facilities to the onboard experience, travellers now benefit from a wide range of services and a much more inclusive environment. Behind the scenes, two individuals have been working to find solutions to the challenges faced by passengers with disabilities: Catherine Langlois and Joseph Grades.

Their work is anything but conventional. In addition to providing training to frontline staff, they support managers responsible for making day-to-day decisions. While station and onboard employees play a vital role in the customer experience, managers must also consider accessibility when making decisions. “We are the ones who ensure that everyone’s needs are taken into account, regardless of the type of disability,” explains Catherine Langlois, Chief Advisor, Universal Accessibility. “A disability can be visible or invisible, temporary, permanent or episodic—for example, someone living with multiple sclerosis. Reduced mobility also affects seniors.”

The duo leads projects aimed at making VIA Rail’s website more accessible to all customers while also advising employees responsible for purchasing equipment. “There are the trains themselves, but there are also all the services that come with them,” says Catherine. “We need to ensure that everything is accessible.” VIA Rail’s Accessibility webpage provides a comprehensive overview of the services available throughout every stage of the journey.

Unique Expertise

Although neither Catherine nor Joseph originally planned to specialize in accessibility—Catherine studied management and Joseph studied translation—their expertise is now well established.

Drawing on experience gained between 2012 and 2018 at EXO (then known as the Agence métropolitaine de transport), Catherine Langlois recalls that when she joined VIA Rail in 2018, it was sometimes difficult to convince colleagues of the need for certain changes. The introduction of new regulations by the Canadian Transportation Agency, however, accelerated the implementation of numerous accessibility measures. “In the United States, accessibility legislation has existed since the 1990s, largely because of the many veterans who returned from war with disabilities,” she explains. “In Canada, it was only in 2019 that the code of practice became a regulation. In just over a year, we led 17 complex projects to bring multiple elements up to standard. It was a massive undertaking, especially during the pandemic, when everything was particularly challenging.”

Joseph joined the team during that period to help meet growing demands. The challenge was even greater as operations slowed significantly during the COVID-19 pandemic. “We realized that we were doing very well when it came to visible disabilities, but not as well with invisible disabilities,” says Catherine. “For example, we looked for ways to make travel easier for people who are hard of hearing. We consulted directly with customers and advocacy groups representing persons with disabilities.”

As a result of feedback from users, induction loop systems were installed in 37 stations, allowing travellers who are hard of hearing to communicate more easily with station agents.

A Seamless Journey from Start to Finish

Over the past few years, every stage of the travel experience has been carefully reviewed to remove as many potential barriers as possible, with particular attention paid to the unique challenges associated with different types of disabilities. “We assessed our stations from the parking lot to the entrance and worked closely with project managers overseeing teams of architects, designers and construction professionals,” explains Joseph Grades. “For example, we expanded accessible parking spaces, made them more visible and relocated them closer to station entrances. We also installed ramps where needed, improved curb cuts, added tactile warning surfaces for travellers who are blind or partially sighted, and upgraded or replaced door-opening buttons.”

VIA Rail’s website has also been redesigned to include features that improve navigation for travellers with visual impairments, including fewer clicks to access information, adjustable text size and enhanced contrast. PDF documents can also be accessed using screen readers.

The reservation system has been upgraded as well, giving travellers with disabilities greater independence. “It’s an entirely new system,” says Catherine Langlois. “Accessibility is built in from the coding stage. Since its launch, travellers have generally been able to complete the booking process on their own from start to finish.”

“We now also offer a chat feature,” adds Joseph Grades. “Customers can interact with either a virtual assistant or a live agent.”

In addition, visual messages displayed in stations are accompanied by audio announcements, ensuring that travellers with vision loss can receive important information at all times.

A Growing Accessibility Culture

To identify the best possible solutions, the team relies on the expertise of a number of valued partners. They regularly consult an advisory committee that includes representatives from organizations such as Kéroul, Autism Canada, Inclusion Canada, Institut Nazareth et Louis-Braille and Canadian Council of the Blind. “Many other people with disabilities, including frequent VIA Rail passengers and advocates from disability rights organizations, have also shared their perspectives with us,” says Grades.

Today, accessibility awareness is deeply embedded across VIA Rail. Whether teams are purchasing software, selecting furnishings or developing new initiatives, they regularly consult the accessibility team to ensure inclusive decision-making. The team is also closely involved in the development of VIA Rail’s future long-distance fleet, expected to enter service within the next decade.

At Ottawa Station, for example, a small push button used to open the accessible washroom door was replaced with a larger activation panel, making it easier for a wider range of travellers to use.

Since 2020, 80 of VIA Rail’s nearly 400 stations and stops have also been equipped with relief areas for service animals. Key information is available in Braille on station signage.

Pride in the New Fleet

When asked what makes them most proud, both immediately point to the new fleet operating in the Québec City–Windsor corridor. In addition to offering two wheelchair-accessible spaces in Business class and three in Economy class, the trains feature screens and speakers in accessible washrooms—large enough to accommodate a wheelchair—allowing travellers who are deaf, hard of hearing, blind or partially sighted to receive important travel information.

“What makes me happiest,” says Catherine Langlois, “is when passengers using wheelchairs enter the accessible Economy-class car and assume they’ve stepped into Business class because it’s so spacious and comfortable.”

Although the first accessibility action plan developed by the team is coming to an end, many challenges remain. Still, their efforts have contributed to a significant shift in mindset. “A profound cultural change is taking place,” Catherine believes.

The next phase will focus on replacing VIA Rail’s long-distance trains operating between Toronto and Vancouver, Montréal and Halifax, and Winnipeg and Churchill. The new trains will feature nine different car types. “VIA Rail is at a pivotal moment in its history,” says Joseph Grades. “We’re designing trains that will serve Canadians for decades to come, so we need to be as forward-thinking as possible.”

“We started working on these trains back in 2020, and we expect to receive them in about ten years,” adds Langlois. “Our goal is for travellers with disabilities to be able to book the class of service they want, just like everyone else. We looked not only at what regulations require, but also at what we believe is possible.”

“The Accessible Canada Act has encouraged organizations to take action and make environments more accessible,” says Grades. “But ultimately, everyone benefits.”

Known for her straightforward approach, Catherine Langlois firmly believes that every challenge has a solution. “One of the things I say most often is: ‘We put a man on the moon—don’t tell me it can’t be done.’”

For more information, visit VIA Rail’s Accessibility page.