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Refunds and exchanges

Tickets lost or stolen?


The moment you notice your tickets have been lost or stolen, call VIA Rail's toll free number 1 888 VIA Rail (1 888 842-7245) or go to the station ticket counter. Check this list to find out if your local station has a ticket counter. You will be asked to fill out a claim form for the missing tickets, which will then be forwarded to VIA Rail's Refunds Department.

Submitting the form is no guarantee of obtaining a refund and under no circumstances does it entitle you to a replacement ticket.

While waiting for the Refunds Department's decision, you must buy new tickets. Lost or stolen tickets qualify you for a partial or full refund under certain conditions, including the following:

  • You will be charged $35 per ticket for processing your claim unless your loss is the result of an error by VIA Rail;
  • You must file your claim within 30 days after the latest departure date marked on the ticket;
  • Allow 75 to 90 days for your claim to be processed;
  • Travel cards or credits, particularly North American cards (Canrailpass and Corridorpass) as well as gift cards are not refundable, even when lost or stolen;
  • The claim form for lost tickets may only be used for VIA tickets, Amtrak/ONR tickets issued by VIA Rail, and VIA Rail tickets issued by travel agencies;
  • If the ticket covers a combined VIA/Amtrak trip, only the VIA portion is refundable;
  • All claims for refunds for tickets issued by Amtrak or ONR must be submitted to the issuer;
  • If the lost or stolen ticket is found and returned, you will not be charged.



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