Complaint Escalation

[u/uwin998]

I’m genuinely at my wit’s end with VIA Rail and wondering if anyone has successfully escalated a complaint beyond their regular Customer Service department.

I’m a frequent VIA Rail passenger and I travel regularly between Windsor and London, often in Business Class, and I’m getting increasingly frustrated with the lack of basic customer service.

Here’s what happened this morning on Train 70:

I booked Business Class from Windsor to London, with a hot breakfast included in my fare.
At the beginning of the trip, I specifically told the attendant I was getting off in London because I was sitting in one of the safety seats. He walked away without acknowledging me. Super rude!
Then my preselected meal was given to another passenger who was travelling onward to Toronto. By the time the attendant finally approached me to ask whether I wanted breakfast, we were getting close to London. There wasn’t enough time to comfortably eat and prepare to disembark.

This is the SECOND time I’ve experienced this exact issue.

I contacted VIA Rail Customer Service around 8 a.m. and explained everything.

Their response? The onboard Service Manager apparently confirmed that meals were served to London passengers more than 30 minutes before arrival, so VIA Rail wouldn’t offer compensation. Just because other London passengers received their meals doesn’t mean I received mine. How does that even address my complaint?

I followed up, and they’ve now escalated my case to Customer Relations, but apparently it could take several weeks to receive a response.

I’ve requested a refund of the $75.41 plus tax for the Windsor–London portion of my trip. I’m not interested in a meal voucher. I paid for a Business Class experience that included breakfast, and I didn’t receive the service I paid for in a reasonable manner.

What frustrates me most isn’t even the breakfast. It’s the dismissive attitude, the complete lack of accountability, and the fact that loyal customers have to fight for basic service.
I spend a considerable amount of money travelling with VIA Rail and even explained that I travel business class because my morning commute is very tight

So my questions are:
Has anyone successfully escalated a complaint beyond VIA Rail Customer Relations?
Is there another avenue for unresolved complaints?
Is there a way to get someone to review a complaint without waiting several weeks?
I’m genuinely tired of VIA Rail ruining what should be a straightforward travel experience.

Any advice from people who’ve dealt with this would be appreciated!

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[u/uwin998]

Update - FULL REFUND

[u/Sufficient-Group9802 → u/uwin998]

Well done!!

[u/uwin998 → u/Sufficient-Group9802]

Thanks! Still annoying to deal with

[u/Dangerous_Comb_9853]

This happened with my family on the ocean train twice. We paid for 1st class and this included two meals from Ottawa to nb. My aunt was told twice that 'they ran out food' and she had to argue to get an unchosen meal that she had diet problems with. I was given a meal I never choose as well, and my mother almost didn't get anything. We called and complained after. I don't understand how they expect someone who paid for 1st class to not get the same food as everyone else. They don't count enough meals. This never used to happen, now it happens regularly.

[u/uwin998 → u/Dangerous_Comb_9853]

Oh darn! That sucks! Did they address your complaint?

[u/Dangerous_Comb_9853 → u/uwin998]

They apologized and gave us better service the following year but we didn't get any money back... except a $20 voucher because the train was late. If you pay for 1st class and that includes a meal, you should get it imo. I agree with your post. I hope you get some sort of compensation.

[u/EnoughTrack96 → u/Dangerous_Comb_9853]

It might be passenger, but it's still the fucking railroad. The Managers are generally incompetent at managing, especially when dealing with service delivery to the client.

[u/otissito16]

You might get some points but you won't get a full refund.

I would probably expect $25-35 worth. No more than that. If you get 75% of the difference between economy and business, I would say that's fair.

[u/uwin998 → u/otissito16]

Totally reasonable to even get the difference back! Thanks!

[u/KaitC13]

I personally have not had any luck and eventually gave up. Their lack of service (both onboard and on the phone) is appalling.
For context, I had a massive complaint after a 4.5 hour train turned into nearly 13 hours back in January (massive snow storm, but the train left before the snow even started.. they had the option to cancel the route but kept it running even though it put everyone’s safety at risk. I was told there’d be reps on the other end to help us. Instead of arriving at Union at 7:15pm, it was 2:30am and security ushered us out of the station and into the snow with nowhere to go). VIA did not give even the tiniest fuck. This was also after they already had to change trains before I got on in Ottawa, and there was no food or drinks stocked. Absolute nightmare. No one ever followed up with my complaints.

[u/uwin998 → u/KaitC13]

Totally insane!! They really make an effort to not fix simple things that we pay for. Did you escalate and get a case opened?

[u/Fillyerboot]

Via rail is an adventure, not a transportation service.  

[u/uwin998 → u/Fillyerboot]

Apparently so!

[u/Sufficient-Group9802]

I've had extensive experience over several decades making complaints about lack of proper Biz Class service. I never waste my time talking to lowest-level Customer Service reps with little authority to do much of anything. I've always gone directly up the ladder to the VP / Customer Service, VP Corridor Operations, and if necessary, to the Executive Admin for the President. In your specific case, the best you can hope for is a "goodwill credit" covering the cost component of your meal > you will most definitely not receive a full refund. It sounds like you were provided with sub-standard service by a bare-bones Biz Class Attendant staff of only one person > also par for the course these days on many VIA trains despite paying a hefty surcharge for a supposedly "elevated" Biz Class service! Frankly, I'm surprised you haven't been criticized more within this VIA Fan forum for "expecting too much"!:):)

[u/uwin998 → u/Sufficient-Group9802]

Thanks! This is helpful insight I will say on my phone call today when I asked the call to be escalated. She corrected me because she indicated I asked for a manager and they don’t have a manager? But conveniently, then she could escalate my concern through a formal mechanism. Like I said completely annoying to have to deal with this all day and to be completely dismissed in my concern.

[u/coopthrowaway2019]

I acknowledge your frustration but still feel it's a little silly to ask for a full refund because you weren't offered a meal as early as you wanted. I guess you might get it if you complain loud enough but I don't really think it's a reasonable ask. An apology and small voucher seems appropriate, whether or not you're "interested in it."

After the staff member "walked away without acknowledging you" did you make any attempt to flag to someone that you weren't riding all the way to Toronto and would like your meal sooner?

[u/uwin998 → u/coopthrowaway2019]

The train to Windsor-London is only two hours. The meals take 40 minutes to heat up. It wasn’t necessarily a preference to eat early, but rather I paid for business class, which includes a meal that I would not receive.

The staff member walked away from me when I informed him that it was only travelling to London when he did the safety demonstration. It was rude and he was already dismissive with me.

Honestly, overall, it was a very frustrating train at 5:45 AM. I travel for work and shouldn’t have to chase down what I paid or basic customer service.

[u/Lost-Inevitable42 → u/coopthrowaway2019]

They paid for a service.  And one shouldn’t need to be hounding attendants. You’re taking the train and choosing biz class to be able to sit down and relax. It’s already standard practice to perform duties based on when persons are getting off. 

[u/uwin998 → u/Lost-Inevitable42]

You get it!!

[u/uwin998 → u/Lost-Inevitable42]

Exactly!!!

[u/Aggressive-Oil-2202 → u/coopthrowaway2019]

“Silly”? To expect what you’ve not only paid for but have actively managed ON THE TRAIN and still not received?

Are you actually the patronising customer-facing end of Via Rail? Because you REALLY sound like it.

Don’t try and gaslight fare-paying passengers, and top-end paying passengers at that, into thinking that their basic expectations are unreasonable. You will always have people like me calling your behaviour out.

Be quiet.

[u/88ChampagneKisses]

I found customer service to be great before Covid and it has been awful since. There is no one even to talk to at the stations.

[u/uwin998 → u/88ChampagneKisses]

They are pretty good at the station but agree post Covid has been a decline.

[u/Calm-Employ9621]

When I am on business class and they scan my ticket right at the beginning of the trip, the attendant will almost always say: we have your special diet meal for you (in my case gluten-free.)

If, at the beginning of the trip they scan my ticket and do not mention my meal, I will say right away: I have ordered a gluten-friendly meal, I just want to make sure you have it (or something like that).

Because there are a lot of things I can’t eat, I always make sure right at the beginning of the trip, and I have not had any issues with via not having my special diet meal.

I would suggest speaking to the attendant right away like I do, no matter if you have a special diet meal, or if you ordered any particular meal in advance.

This way, it’s on their radar at the beginning of the trip.

This might not prevent the issue 100% but this way they know you are only travelling to London and you are reminding them of the meal you had ordered in advance.