Via Rail Office — Local services in Toronto

What a shame - VIA Rail used to be such a nice alternative. Scheduling, staff attitudes, service quality, facilities, value-for-cost, etc. - it’s ALL gone DRASTICALLY downhill.

Pre-Covid and pre-2016, I used to use VIA quite a bit for work travel, from the Windsor area up to Trenton / Belleville, ON. Five to seven trains available a day, back and forth. Now, early 2024, and started to try to use the train for travel again. Two trains up, one train back south each day (yup, that’s it).

Taken 8 train trips now in past two months. Three have been half-hour plus behind schedule, one was over an hour-and-twenty-minutes. Only got a 50% “credit” for the one hour-plus delay (and VIA doesn’t even have the gumption to just AUTOMATICALLY APPLY IT as a Preference account credit or a credit card refund - you have to go thru the hassle of calling a 1-800 number [which I did twice so far with a 10 min delay and unable to wait longer, so I still need to get this done], or you have to do it in person with a ticket agent [when there’s ALWAYS a lineup with their minimal staff at Union, and frankly no agents in person at all at most other stations).

On board, ask staff for coffee service on an ONLY three or maybe four car train, and it takes 30-40 mins, if they actually remember. Quite frequently, I go walking and looking for a staff member, and they’re sitting and hanging out at a four-person table-top seat area, shooting the breeze, eating their own food, and not being attentive to customers.

Then the situation at Union Station is almost laughable. The grand hall is still majestic, and well kept actually. The newer shops and eatery concourse areas are really stunning. Lots of multicultural options and pizzazz - it’s really a treat to explore during a short stopover. All that said…

In Union Station, the VIA Rail waiting area itself is PATHETIC. Frequently dirty. A fair number of repeat-clientele homeless people there (no, I don’t carry change, and no I don’t want to buy your trinkets). Security guards are little to no help. They wander around, usually with hands in pockets or tucked in their vests (very unsafe), heads down focused on their personal cell phones, wandering around and tapping a work phone on random airtags around the station. I’ve been in law enforcement for years and years - I know this is them doing a “patrol route”, but it’s worth noting if they’re not paying attention and not just killing time.

Most staff are polite in Union Station itself and are very cordial and polite with the public, and most seem quite knowledgeable and willing to share info. But when time after time, you see small groups of staff huddled around and complaining about the ongoing issues, then there’s issues.

VIA Rail can be, and has been, so much more than this current iteration. I mean, driving my Toyota pickup truck through this travel corridor takes HALF the time of this current train service, and is 60-75% of the cost. It used to be that the train was cheaper, and almost the same timing.

So with the lack of trains, halfway service on board, CONSTANT schedule issues and reliability problems (no, I didn’t even touch on the EXCESSIVELY old rolling stock / passenger cars), VIA Rail has just become something of an embarrassment. Rail in Canada used to have a strong ribbon of national pride attached to it. There’s no pride there in what VIA Rail has...

My first ever trip on Via Rail from Toronto to Kingston over the Labour Day weekend, and what an effortless experience it was. Departing at the early hour of 8:30 am with the absence of lines or delays on a long weekend was a complete surprise. The warmth shown by the staff was immediate as they showed me to my seat. Opting for Economy on the outbound leg revealed its own charms. However, the transition to Business class on my return was wonderful. The service exceeded my expectations and the ergonomic seats offered a sanctuary of space and comfort, complete with ample legroom. Connectivity was seamless, with swift and reliable onboard Wi-Fi and available access to power outlets and USB ports. The onboard staff were true professionals and provided exceptional and attentive service, Canadian hospitality at its best! Complimentary snacks also included drinks and a lovely dinner was the culinary highlight for me. Kimla, our delightful host, added an extra layer of charm, making the trip a truely memorable event. She also offered great advice about many other Via Rail's trips to try. Both Kimla and her counterpart Katherine maintained a vigilant eye on every passenger, ensuring not only comfort but satisfaction throughout our journey. Via Rail reminded me that 'It's always a good time to treat yourself.' I not only highly recommend Via Rail, I guarantee that money invested in at least one trip will be repaid in the currency of extraordinary hospitality and...

This was my first time in a long time travelling on a train and I had the best experience on the VIA Rail train from Belleville, ON to Union Station in Toronto, ON. I travelled Business Class and it was worth the extra fee. The seats were comfortable, the service was impeccable and the meal (I ordered meatballs with carrots, beans, mashed potatoes and gravy), a tastily caprese salad, dinner roll and for dessert a pistachio square that satisfied the sweet tooth. A couple of glasses of wine and after dinner chocolates served with a smile and charm from Khevish made this trip even better. He was attentive and made sure all his guests were comfortable and enjoyed their journey.

He shared details of the route, what the menu options were, safety protocols and offered top notch hospitality and customer service! The ride was full of gorgeous scenery from farming to meadows and a few fall coloured leaves dusted the countryside.

I was able to use wifi, make a few phone calls and take in the scenery while getting a few emails answered - what a perfect way to travel. Highest recommendation for a charming alternative to travel. ...