VIA Rail Canada’s Accessibility Efforts

At the end of 2024, Rail Live! took place in Zaragoza, Spain, bringing together industry leaders driving innovation and investment in the global rail sector.

As an international event, the conference highlighted shared and varied challenges across nations working to promote the future of rail travel. For example, Catherine Langlois, Lead Advisor of Accessibility and DEI at VIA Rail, presented some of the unique challenges and initiatives for offering a more inclusive and accessible travel experience in Canada.

Langlois noted that Canada’s accessibility regulations are relatively new, with the Accessible Transportation for Persons with Disabilities Regulations (ATPDR) Act coming into effect in 2019. This places the country behind many global counterparts in implementing accessibility standards.

To combat this issue, VIA Rail has undertaken various initiatives to improve accessibility. These efforts include infrastructure upgrades, staff training, and customer-focused policies.

Accessible Railcars and Stations

A key aspect of VIA Rail’s accessibility efforts is the modernisation of its fleet and facilities. The introduction of the new Venture trainsets for the Quebec City–Windsor corridor, highlights this progress.

These trainsets feature:

• Accessible washrooms with automatic doors and space for mobility devices
• Wide aisles to accommodate passengers using wheelchairs with a 1,500mm turning radius
• Adjustable seating and tables
• Boarding ramps and bridge plates, ensuring easier entry and exit
• Jump seats and dedicated luggage racks near wheelchair spaces
• Attendant call buttons

At Rail Live!, Langlois emphasised that these features have been integrated following testing with real people. Details such as speakers and visual announcements in the accessible washrooms were added to ensure service updates were not missed, as people with accessibility requirements often take longer in the washroom.

Meanwhile, several VIA Rail stations are also being upgraded to comply with the standards set by Canada’s Accessible Transportation for Persons with Disabilities Regulations (ATPDR). These upgrades include tactile guide paths, elevators, and accessible parking spaces.

Recognising the importance of digital accessibility, VIA Rail has also enhanced its online platforms to cater to diverse needs. Its website and mobile app comply with Web Content Accessibility Guidelines (WCAG) 2.0 standards.

In numbers, the company’s accessibility achievements include:

• 32 accessible trains built by Siemens
• 35 stations with hearing loops
• 80 stations with service animal relief areas
• 28 informative sign language videos
• 10 advocacy group partners
• 24/7 reservation system with a real person

Importantly, Langlois noted that many of VIA Rail’s initiatives not only improve accessibility for passengers with disabilities but also enhance convenience for all travellers. For example, improved wayfinding benefits those unfamiliar with station layouts, and step-free access simplifies travel for passengers with heavy luggage.

Challenges

Despite these significant advancements, VIA Rail faces several obstacles in achieving full accessibility across its network. Catherine Langlois acknowledged that approximately half of VIA Rail’s 162 stations are designated heritage sites, imposing strict limitations on the modifications allowed. Balancing preservation requirements with the need for accessibility upgrades thus remains a challenge.

Additionally, many stations in Canada are located in remote regions, some of which become inaccessible during winter months and can only be reached by snowmobile. This geographical isolation complicates efforts to implement standardised accessibility features.

Langlois further emphasised the difficulties in addressing the diverse and sometimes conflicting needs of various disability groups. Meeting the expectations of such a broad spectrum of users requires constant collaboration and adaptability.

Indeed, not all initiatives have fully delivered the intended results. For instance, VIA Rail’s mobile app, designed to streamline reservations for users with disabilities, has only achieved an 80% success rate, leaving room for improvement. Technical challenges and user feedback indicate that further refinements are necessary to ensure the platform meets the needs of all passengers.

Future Plans

Looking ahead, VIA Rail now plans to renew its long-haul fleet to bring it up to the same standards as the new trains operating on the Quebec City–Windsor corridor.

Langlois highlighted that this ambition comes with greater considerations, as the trains complete multi-day trips and are therefore like a hotel on wheels. Currently, although accessible rooms are available, passengers in wheelchairs are restricted to staying in their rooms, which is highly limiting on a 4-5 day trip.

VIA Rail’s commitment to accessibility reflects its broader mission to make rail travel in Canada inclusive for everyone. Through infrastructure upgrades, digital advancements, and partnerships with advocacy groups, the company has made significant strides. However, challenges remain, particularly in modernising heritage sites and addressing the unique needs of long-haul passengers. By continuing to innovate and engage with stakeholders, VIA Rail aims to set new benchmarks for accessible travel in Canada and beyond.