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Late Train Long Haul & Regional

  • Apologize for delay and inconvenience

  • Punctuality is one of the most important service attributes expected by our customers

  • Although on-time performance is a priority at VIA Rail, you will appreciate that mechanical malfunctions and operating difficulties beyond our control can occasionally cause delays despite our best efforts.

  • Express empathy for disappointment with delay and advise concerns have been noted

 

Service recovery

  • No Late Train Travel Credits or Alternate/Bus Substitution Credits

  • Explain to passengers that VIA’s Late Train Travel credits and bus sub credits are no longer offered on long-haul and regional services.