Following the stranding of Via Rail passengers, the minister of transport acts
What was supposed to be a three-hour trip turned into nearly 14 hours due to two train breakdowns, leaving passengers stuck for 10 hours in a remote area, Malt said.
A tourist visiting Canada is raising concerns about Via Rail’s safety after an incident where he claims an employee seized his phone while he was documenting a severe train delay.
The delay left passengers stranded without adequate food, water, or working toilets.
Canada's Transport Minister has since requested Via Rail to submit an independent report, enhance employee training, and review their procedures in response to the incident that occurred over the weekend.
Chip Malt, who was in Quebec for his father's 70th birthday, boarded a Via Rail train from Montreal to Quebec City on Saturday.
What was supposed to be a three-hour trip turned into nearly 14 hours due to two train breakdowns, leaving passengers stuck for 10 hours in a remote area, Malt said.
Passengers were left with limited options as they tried to find exits and arrange alternative transport, but their location made this impossible.
Malt described his experience as feeling like being “in prison” and said it would likely be his last experience with Via Rail.
Canada’s Transport Minister communicated with Via Rail executives on Tuesday to express that the treatment of passengers was unacceptable.
Laurent de Casanove, spokesperson for the minister, stated that Via Rail has been instructed to produce an independent report, improve employee training, and review their breakdown procedures.
This includes better informing passengers and ensuring access to basic services and alternative options during significant delays.
Via Rail issued an apology on Sunday, acknowledging the 10-hour delay caused by mechanical issues between Montreal and Quebec City.
The company explained that there were no available buses in the region for alternative transportation and that power, air conditioning, and washrooms were intermittently unavailable due to repair efforts.
Malt reported that snacks were provided at the one and three-hour marks of the delay, but supplies were soon exhausted. As the situation worsened, staff distributed the last of their water and then offered beer and vodka.
Malt also mentioned that staff attempted to alleviate stress through yoga breathing exercises, which only added to passenger frustration.
During the delay, Malt claimed an employee aggressively demanded passengers take their seats and, when Malt began filming, the employee snatched his phone.
Via Rail has stated it is investigating the incident and will take appropriate measures based on the review.
Malt and other passengers contemplated breaking windows to escape but were deterred by the construction zone surrounding them. The staff reportedly provided no information on the cause of the delay or the status of repairs, repeatedly stating there was “no further information at this time.”
Via Rail later positioned another train on a parallel track and used the fire department to help passengers transfer.
Pizza was delivered, but many passengers had to stand on the second train as it arrived in Quebec City.
While Malt’s family managed to celebrate his father’s birthday and enjoyed Quebec City, he expressed doubts about the safety of Via Rail's new trains based on his experience.
He criticized the staff for their aggression and the overall handling of the delay, stating that they no longer felt safe on the train.
