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Travel agent frequently asked questions
Yes, our new reservation system has now launched! We hope you enjoy the new features and encourage you to familiarize yourself with the new system. If you need further assistance, we are here for you and our Agency Support team is happy to assist. Please note that wait times may be longer than usual during the transitional period.
Yes, VIA Rail works with travel agents and pays commission to eligible agencies. In order to register to sell VIA Rail tickets through our Travel Agency Portal, you must be approved as an individual agency or registered under a preferred partner agreement.
If you are an approved agency and your agency IATA number is registered, an administrator needs to be identified. Afterwards, individual agents selling under that IATA number can also register.
If you are unsure of your approval status or interested in registering to sell VIA Rail tickets and products, or if you require any additional information, please contact our Agency Support desk.
If you are unsure of your registration status, first contact your agency management. Many individual agencies are in fact registered by their head office. If you are still unsure, contact us.
Please note that only our Agency Support service and our agents can assist with these kinds of requests.
If you are an individual agent with an approved agency and are not registered, your agency administrator can provide you with access to your agency portal and help you set up your individual agent profile.
If you are an unregistered agency, please contact our Agency Support desk for assistance. We will require your full agency contact information and your agency IATA number, as well as information related to your history of selling VIA Rail tickets or products.
New passwords must be created to gain access to the new agency portal. All agents who were previously registered will still be able to access the portal once the password reset is complete. Please use the reset password link on the main page of the agency portal and you will receive an email with further instructions.
Most VIA Rail products can be purchased online, including rail tickets and accommodation on our sleeper cars. Items that cannot be purchased online include irregular rooms (e.g., family suites), rooms with an irregular number of passengers, etc. To purchase these products for your clients, please contact us directly.
We offer an environment where everyone can travel autonomously and confidently. To ensure the greatest ease and comfort of travel, we also provide special assistance services. Many of these services can now be booked online. However, in some cases you must speak with an Agency Support or agent to book these services.
To review the services available to our passengers with disabilities or reduced mobility please visit: https://www.viarail.ca/en/travel-info/accessibility
Please note that when booking a service for a passenger with a disability or reduced mobility, VIA will require you to provide the passenger’s contact email in order to send them written confirmation as required by Accessible Transportation for Persons with Disabilities Regulations (ATPDR) of the Canadian Transportation Agency (CTA).
Please access your reservation online to make the necessary changes. If you are unfamiliar with the process, which has changed, please review our training videos or contact the Agency Support desk.
VIA Rail offers seat selection to all our passengers, and this can be done within the booking portal.
You can learn more information visiting our baggage policy page.
For more information on these routes, please visit our website and see the “Destinations” section. You will find information, route maps, and images. We also invite you to download our PDF brochure which includes information about room configuration.
VIA Rail offers a discounted rate for agents interested in familiarizing themselves with our products and services. These rates are available on request, and more information can be found at https://www.viarail.ca/en/travel-agents/ad75-conditions.
Yes, please visit the following link to view our training resources. These videos will help you learn to access our portal, navigate the booking process and complete and change reservations.
Our Agency Support desk is available Monday to Saturday, from 8:00 a.m. to 6:00 p.m. Eastern Standard Time.
Agency Support email: email@example.com
Agency Support toll-free number in North America: 1-800-361-8010
Outside of these hours, please submit your request by email or contact our customer service desk: firstname.lastname@example.org. Note that emails are only responded to during business hours, so if you require immediate assistance, calling is best.
Customer service number for general enquiries or service after hours: 1-888-842-7245