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Current advisories

Updated: April 6, 2020 - 9:00AM

The health and safety of our passengers and employees are, as always, our top priorities. VIA Rail continues to closely monitor the development of COVID-19 (Coronavirus), and we remain in close contact with  public health agencies and the federal and provincial government.

To support the ongoing efforts to limit the propagation of COVID-19, including social distancing, we announces new service changes effective Tuesday March 31, which will be in place until further notice, in light of recent recommendations of the public health authorities across the country reinforcing the importance of social distancing. This will allow VIA Rail to better deploy its resources and equipment in order to further protect the health and safety of its passengers and employees by offering one train per day in each direction on routes still operating in the Corridor.

VIA Rail also extends the suspension of the operations of the Canadian (service between Toronto and Vancouver) until June 1, 2020. The Prince Rupert-Prince George-Jasper service will also remain suspended until June 1, 2020, due to continued infrastructure issues.

Main actions:

NEW MEASURES AS OF MONDAY MARCH 30, 2020

  • A series of health checks will be conducted by VIA Rail employees with customers before boarding our trains. This will include asking simple health question and looking for visible signs of illness prior to boarding.

    Passengers will be denied boarding our trains if:
    • They are experiencing symptoms similar to a cold or flu (fever, cough, difficulty breathing)
    • They have been denied boarding for travel in the last 14 days due to medical reasons related to COVID-19

    In the event the passenger meets one of those criteria, VIA Rail will refuse boarding and travel for a period of 14 days, or until a medical certificate is presented that confirms that the traveller’s symptoms are not related to COVID-19.

ALREADY IN PLACE

  • Since March 17, additional onboard employees have been deployed on all of our trains in order to sanitize our coach cars while in operation. This is in addition to the previously announced enhanced cleaning protocol in effect at terminal stations. Please note that these additional measures may result in trip delays and late departures.
  • Carry-on baggage assistance offered by employees is temporarily suspended on all trains across the network. Note: we will exceptionally continue to offer the same level of assistance to passengers with disabilities and/or limited mobility
    Checked baggage service is temporarily suspended on all routes with the following two exceptions: Sudbury – White River and Winnipeg - Churchill. .
  • Passengers will continue to receive communication regarding any changes to their upcoming trips.

Overview of cancellation and changes our services*

Please refer to your specific route to be informed of the latest details regarding modifications to our onboard services, additional cleaning/disinfecting measures, as well as train cancellations. The information below regarding cancellation, schedule changes and added stops are subject to change without notice : The most up-to-date schedules are available when booking your trip on viarail.ca

In an effort to continue to implement measures and to modify guidelines and processes for COVID-19 during these times VIA will no longer accept cash for ticket sales transactions on board trains and in all stations.  Customers boarding at stations or en-route will be asked to pay for tickets using credit or debit cards depending on available technology.

*This information is subject to change without notice.

Our cancellation policy

If you choose to change your travel plans, we understand. We’ve extended our cancellation policy to include all travel through July 1, 2020, to allow you to cancel your reservation at any time prior to departure and receive a full refund in addition to not incurring any service charges, regardless of when you purchased your ticket. If you would like to cancel your trip for a full reimbursement, click here.

You can cancel your reservation at any time prior to the scheduled departure and receive a full refund in addition to not incurring any service charges, regardless of when you purchased your ticket. This includes all travel up to and including July 1, 2020, as well as any travel after July 1, 2020, if their outbound train is on or before July 1, 2020.

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How to receive your refund if you wish to cancel your trip?

1. Autonomous reimbursement procedure

In order to expedite refunds, as of now passengers can cancel their upcoming trips online themselves without incurring service charges under the following conditions only:

One way trip:
The scheduled departure time has not yet passed and is no later than July 1, 2020.

Round trip or multi-segment trip:
As long as first trip segment’s scheduled departure time has not yet passed and is no later than July 1, 2020 all segments will be refunded, even if additional segments fall after July 1, 2020.

Note that partial cancellations are not possible online.

If you would like to cancel your trip for a full reimbursement .

2. Refund - Automatic

For all cancelled trains mentioned above, VIA Rail will automatically reimburse passengers who have a one-way ticket. If your ticket includes an additional segment (round-trip or multi-destination) whose date falls after the train cancellation dates, you will be contacted by VIA Rail in order to let us know if you wish to cancel only one part or all of your trip with us.

IMPORTANT: Due to the high volume of requests currently being managed by VIA Rail, we encourage you to use the self-cancellation service (if available to you), in order to speed up the processing of your reimbursement. Due to the high number of passengers affected, we cannot currently estimate the time it will take to process requests.

More Info

In order to be able to help as many customers as possible, we respectfully request that you contact our VIA Customer Centre only in cases of immediate urgency, at 1-888-VIA-RAIL (1-888 842-7245), TTY 800-268-9503 (deaf or hard of hearing).

We thank our passengers for their understanding and patience.

COVID-19:

The health and safety of our passengers and employees is our top priority.

Learn more