Travel credits for late or replacement trains

• Travel credits for delays
• Travel credits given when a train is replaced by a bus
• Travel credit terms and conditions

Late trains

When one of our trains is late, our personnel does everything in its power to rectify the situation quickly. However, certain service disruptions can create delays that are impossible to make up. In such cases, you can request to be compensated with a travel credit. Also, if you are a VIA Préférence member, you can now choose to receive five VIA Préférence points for every dollar of credit in lieu of a late train travel credit.

Depending on your final destination, a delay of one, two or four hours or more entitles you to a travel credit representing 50% of the price of your ticket. This credit can be exchanged against a new ticket or any other VIA Rail product in the 6 or 12 months that follow, depending on the final destination of the delayed train. In Sleeper class, travel credits granted are equal to half the Comfort class (Economy) fare for the same journey.

The value of your travel credit is calculated on the basis of the price before taxes that you paid for the journey affected by the delay, and includes all transfers. 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.

When you arrive at your final destination at the scheduled time, you are not entitled to a travel credit, even if one or more corresponding trains has been delayed along the way.

Travel credit conditions vary according to different trains, length of journey, and final destination. Refer to this chart to find out more about travel credit eligibility, validity, and the amount you may be entitled to.

Travel credits apply to tickets purchased with VIA Preference points, prepaid tickets, packages (BizPak or VIA 6 pak), or VIA travel passes (Commuter Pass, Canrailpass, Corridorpass). If you have travelled using Air Miles reward tickets, or if you've purchased your tickets through a Contra Account, you are not eligible for a travel credit.

VIA is not responsible for any inconvenience caused by the delay of one of its trains or missed transfers with other carriers. Transfers with Acadian and Pacific Coach Lines buses, as well as trans-border journeys on VIA/AMTRAK, are not guaranteed by VIA Rail, even if tickets have been purchased through one of our agents.

To claim a travel credit, you MUST return the receipt or stub from your ticket (the remaining portion of your ticket) to one of our our ticket offices.

Please note: The electronic receipt you receive confirming a credit card purchase for an online booking is NOT valid for redeeming a late train credit.

Trains replaced by buses

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 rate (taxes not included) you would have paid to travel the same distance by train. In Sleeper class, the travel credit is equal to half the price you would have paid in Comfort class (Economy).

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.

To claim a travel credit, go to one of our ticket offices with the receipt or stub from your ticket (the remaining portion of your ticket).

Using travel credits - terms and conditions

To obtain travel credit for your next trip, you must present your ticket stub as proof of travel to one of our ticket offices. Please note: The electronic receipt you receive confirming a credit card purchase for an online booking is NOT valid for redeeming a late train credit.

You may exchange your travel credits against train tickets or any other VIA product, with the exception of onboard train services.

You may use a maximum of 1 travel credit per transaction. (However, we accept up to 2 travel credits issued for a delayed round trip.)

You can exchange a maximum of 1 travel credit per new ticket, and a travel credit can only be exchanged against a single ticket. If it is exchanged against a ticket or VIA product of lesser value, the unused portion of the travel credit will be lost.

Travel credits are not redeemable in cash, and cannot be exchanged for a reimbursement.

Please note that travel credits are valid for a period of 6 to 12 months, depending on the final destination of the delayed train. However, you can choose any travel dates for which you would like your credit to apply. 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 five (5) points for every dollar of credit in lieu of a travel credit. For example, a $100 travel credit will be worth 500 points. To claim points, members must send their original receipt to VIA Préférence and indicate that they are requesting points instead of a travel credit.

To redeem your travel credits, go to one of our ticket offices (you may refer to the list of our stations) or a certified travel agent. For more information, call 1 888 VIA-RAIL (1 888 842-7245) or 1 800 268-9503 (TTY), or contact VIA Préférence at 1 888 VIA-PREF (1 888 842-7733).