VIA Rail apologizes for holiday disruptions
During the holiday season, bad weather immobilized several VIA Rail trains in the Quebec City-Windsor corridor, which disrupted the plans of many passengers.
VIA Rail Canada apologizes to customers who were impacted by service disruptions over the holiday season and will be offering full refunds to affected passengers, along with travel credits.
VIA Rail Canada President and CEO Martin R. Landry acknowledged that the company has failed to meet customer expectations, in a statement released Tuesday.< /p>
He explained that the severe winter storm that swept across the eastern part of the country around Christmas Day and the derailment of a freight train disrupted VIA Rail operations from December 23 to 26.
The combination of these two factors forced VIA Rail to cancel or delay several departures, particularly in the Quebec City-Windsor corridor.
Mr. Landry recalled that these two elements were beyond the control of the Crown corporation, but he acknowledged that VIA Rail should have better communicated information about delayed or canceled trains to its customers.
Therefore, the carrier intends to offer full refunds and travel credits to passengers who have experienced disruptions, and it is also committed to reviewing its performance during this four-day period with the #x27;help from outside experts.
This review will look at storm planning, operational response, customer service protocols and communications as a whole.