‘Like being in prison’: Via Rail passenger says people stranded without food, water

A tourist visiting Canada is raising concerns about Via Rail's safety after an employee allegedly snatched his phone while he was documenting a significant train delay that left passengers stranded without food, water, or working toilets.

Chip Malt, who was in Quebec for his father’s 70th birthday celebration, boarded a Via Rail train from Montreal to Quebec City on Saturday. What was supposed to be a three-hour journey turned into nearly 14 hours, with passengers stranded for 10 hours in a remote area following two train breakdowns, according to Malt.

Passengers, desperate to find a way out, attempted to locate train exits and called for Ubers, taxis, and car services, but were too isolated to have any viable options. "It’s my first experience on Via Rail, and it will probably be my last," Malt said in an interview from his home in Austin, Texas. "It was like being in prison."

Via Rail issued an apology on Sunday, acknowledging the 10-hour delay caused by consecutive mechanical failures between Montreal and Quebec City. The company explained that no buses were available in the area for alternative transportation, and at times, electricity, air conditioning, and washrooms had to be shut down for repairs.

"We are committed to providing exceptional customer service and ensuring that all passengers are treated with respect and dignity," the company stated.

Malt reported that snacks were offered one hour and three hours into the delay, but supplies eventually ran out. "They came around with a jug of water and said, 'Is anyone dehydrated? This is the last of our water,'" he recounted. The washrooms also became inoperable around that time.

Around the eight-hour mark, while standing to stretch his legs, Malt said an employee aggressively entered the area, pushing a woman into a wall and demanding that everyone return to their seats. When Malt and others began filming the incident, the employee allegedly snatched Malt's phone. Via Rail stated it is investigating the incident and will take appropriate measures following the review.

With water supplies depleted, Malt claimed staff began distributing beer and vodka to passengers and encouraged them to do yoga breathing exercises to stay calm, which only added to the frustration. At one point, some passengers, including Malt, considered breaking windows to escape, but they were surrounded by a construction zone, making any escape difficult and dangerous.

Malt also expressed frustration with the lack of communication from the staff, who provided no details about the breakdown or rescue plans, repeating only that they had "no further information at this time."

Via Rail vehemently denied serving alcohol to passengers and insisted that updates were provided every 30 minutes, even if the update was only to confirm that the situation remained unchanged or that repairs were ongoing. "This is unfortunately often perceived as 'no updates,'" the company said.

Eventually, another passenger train was positioned next to the stranded one on a parallel track, and the fire department helped passengers transfer between the trains. Malt noted that pizza was provided, but because the second train already had passengers, many people had to stand for the remainder of the journey to Quebec City.

Transport Minister Pablo Rodriguez pledged on Sunday to investigate the delay, promising to meet with Via Rail leadership. He also posted on X, stating, "Passengers deserve better."

Despite the ordeal, Malt's family did eventually celebrate his father’s 70th birthday in Quebec City, which he said "lives up to the hype." However, Malt questioned the safety of the new train, noting that many passengers pointed out its recent introduction. He also criticized the staff's handling of the situation, saying, "We no longer felt safe on the train anymore."