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Travel credits

Late train travel credits

Refunds and exchanges

When one of our trains is late, we make every effort to correct the situation quickly. However, some service disruptions can create delays that are impossible to make up. Under certain circumstances, we may even replace the train with an alternate mode of transportation. In some cases, you can request to be compensated with a travel credit.

We grant late train travel credits for train delays or replacements. These travel credits vary according to different trains, length of journey, and final destination.

To claim your late train travel credit for your next trip, please call VIA Rail's toll-free number 1-888-VIA-RAIL (1 888 842-7245) or TTY 1-800 -268-9503 (for persons who are deaf or hard-of-hearing). You will be able to claim your credits 24 hours following your arrival. Please note that you must provide your booking confirmation number or your ticket receipt (the remaining portion of your ticket).

  • VIA Rail offers travel credits for delays exceeding one hour or trips replaced by alternate transportation when the final destination is in the Québec City-Windsor Corridor. In such cases, the travel credit is based on the cost of the portion in the Québec City-Windsor Corridor portion only.
  • Depending on your final destination, a delay of one (1), two (2) or four (4) hours or more entitles you to a travel credit representing 50% of the fare price paid for the delayed journey (excluding accommodation price).
  • The value of your late train travel credit is calculated on the basis of the price before taxes that you paid for the journey affected by the delay. If your tickets are for a round-trip, the travel credit is based on the journey (there or back) during which you experienced a delay, and not on the total price of your tickets, unless your train has been delayed in both directions.
  • This credit is applicable towards the purchase of a new train ticket in the following 12 months, depending on the final destination of the delayed train.
  • When you arrive at your final destination at the scheduled time, you are not entitled to a late train travel credit, even if one or more corresponding trains have been delayed along the way.

For more information, please consult the chart below.

Conditions when trains are replaced by alternate transport

In exceptional circumstances (e.g., when track works cause a section of track to be taken out of service), buses may be used to ensure connections between one or more of our stations.

  • For the portion of the trip made by bus, we will grant you a travel credit equal to 50% of the fare (taxes not included) you would have paid to travel the same distance by train.
  • In Business, the travel credit is equal to half the price you would have paid in Economy class.
  • Depending on the situation, you might be eligible for a partial refund of the accommodation price.
  • Late train travel credits are not applicable for trips outside the Québec City-Windsor Corridor.

Only the segment of your trip travelled by bus will be considered. As an example, if you are travelling from Montréal to Québec City and must complete the Saint-Hyacinthe/Montréal leg of your trip by bus, you may obtain a credit equal to 50% of the amount you would have paid (taxes not included) for a journey between Saint-Hyacinthe and Montréal.

Conditions when trains are cancelled and no alternative transportation is provided

In exceptional circumstances when VIA Rail must cancel a train service and no alternative transportation is provided, passengers are entitled to a full refund with no service charges.

Travel credit eligibility for delayed trains

This travel credit chart is provided for your information. Eligibility for the following travel credits also varies according to the length of your journey. If you make a transfer during your trip, the final destination determines the amount and terms of your credit (ex. for a trip from Halifax to Toronto, Corridor terms will apply).

How your credit will be applied?

A stopover breaks a trip into separate "segments", with each segment treated as a distinct trip when applying credit.

In the case of connecting travel aboard the Toronto-Vancouver (the Canadian) train, Toronto is always considered a stopover, and any travel east of Toronto is considered a new segment.

For example, if your connecting train to Montréal arrives late, the credit will be based on the Toronto-Montréal segment only.

In the event that your trip takes place exclusively on The Ocean between Halifax and Montreal, without any connection in the Corridor, there will be no entitlement to a travel credit.

Train Delay Credit Grace period
Québec City-Windsor corridor
Credit valid for 12 months.
1 hour 50% 5 minutes
4 hours or more 100% 10 minutes
Québec City-Windsor corridor
Credit valid for 12 months.
1 hour
Grace period
5 minutes
4 hours or more
Grace period
10 minutes

Also, if you are a VIA Préférence member, you can choose to receive eight (8) VIA Préférence points for every dollar of credit in lieu of a late train travel credit. To claim points, contact VIA Préférence and indicate that you are requesting points instead of a travel credit.

Please note that it is the delay at destination that determines the conditions of the late train travel credits.

Notice: VIA Rail reserves the right to modify or cancel its late train travel credit policy when faced by major events beyond its control, such as extreme weather conditions. Passengers are notified in advance of anticipated delays like work on the tracks.

*Credits calculated on the basis of Economy class.

Only a VIA Rail agent can apply your late train travel credit to your new ticket by calling our toll-free number 1 888-VIA-RAIL (1 888 842-7245) or TTY 1 800 268-9503 (for persons who are deaf or hard-of-hearing) or by calling VIA Préférence at 1-888-VIA-PREF (1-888-842-7733).

  • You may apply your travel credits against train tickets or any other VIA travel product, with the exception of on-board train services (such as meals).
  • You can apply a maximum of one (1) travel credit per new ticket, and a travel credit can only be applied to a single ticket. If it is applied to a ticket of lesser value, the unused portion of the travel credit will be lost.
  • You can request travel credits if you purchased your tickets with VIA Préférence points, if you used a prepaid ticket or if you paid with a travel pass.
  • If you’ve travelled using Air Miles reward tickets, or if you've purchased your tickets through an exchange contract, you are not eligible for a late train travel credit. Tickets purchased with travel vouchers are also not eligible for late train travel credits.
  • VIA Rail is not responsible for any inconvenience caused by the delay of one of its trains or missed transfers with other carriers. Transfers with other carriers and trans-border journeys on VIA/AMTRAK, are not guaranteed by VIA Rail, even if tickets have been purchased through one of our agents.
  • Travel credits are not redeemable in cash, and cannot be exchanged for a reimbursement.
  • Travel credits are not transferable.
  • Please note that travel credits are valid for a period of 12 months. Your new trip may occur after the validity period of the travel credit has ended, as long as the tickets are purchased within the validity period of the credit.
  • As a VIA Préférence member, you may also choose to receive eight (8) points for every dollar of credit in lieu of a travel credit. For example, a $100 travel credit will be worth 800 points. To claim points, contact VIA Préférence and indicate that you are requesting points instead of a travel credit.


If you have questions that are not answered in these pages or are unsure about the options available to you, please do not hesitate to contact us:

1-888-VIA-RAIL (1-888-842-7245)

TTY 1-800-268-9503 (persons who are deaf or hard-of-hearing)

Train Alert Service

By subscribing to the VIA Train-Alert service, you will be notified of delays and of any major schedule changes for your VIA train. Alerts are sent by email or SMS (text messaging).