gritchik

I’d be happier about this if Via Rail didn’t call their passengers liars in the news stories about the Smiths Falls incident. I’m quite happy to swear an affidavit that everything I said was the truth.

Oh yeah, they’re still getting the bill for my cab fare to Ottawa.

Good day,

I am sending this email to you following the significant delay of VIA Train 644 on Saturday, January 14th.

Although on-time performance is a priority at VIA Rail, you will appreciate that operating difficulties beyond our control can occasionally cause delays despite our best efforts. On this occasion cold temperatures affected the air brakes system at Smith Falls preventing the train from proceeding. Despite efforts to correct the problem, it became necessary to transfer to buses to complete the journey resulting in an out of the ordinary delay. Please accept sincere apologies for the inconvenience that was caused. We are reviewing our protocol with regards to the handling of the situation as concerns were expressed including the communication of information and the availability of snacks and beverages.

As a measure of our concern, VIA is offering a repeat round trip or travel credits equivalent to twice the fare paid for that day’s one way trip. These credits, which have no cash value, are valid for six months following the trip. You may apply your travel credit toward a future trip by presenting your original ticket receipt at any VIA ticketing outlet.

Again, I am very sorry for the inconvenience caused to you as a result of this exceptional delay. We value your business and I hope that we will have the opportunity to serve you again soon, albeit under better circumstances.

Sincerely,

Jean Lemyre
Director, Telephone Sales Office and Customer Relations

UPDATE: After writing to the VIA Customer Relations Department requesting reimbursement for my cab fare to get me to Ottawa, I received the following response:

From: CustomerClient@viarail.ca
Date: 17 January, 2012 4:51:22 PM EST
Subject: 355587–Follow-up on train 644 delay / Suivi sur le retard du train 644

Dear Ms. *******

Thank you for your email.

I have spoken to Ms. ******* earlier today regarding your requests for a refund of the taxi fees. While we must respectfully decline your request for a monetary refund, we would like to exceptionally offer to send you a travel certificate in the amount of the extra taxi expenses you incurred on January 14th. As discussed with Ms. ********, please send your taxi receipt to my attention at the address below or send me a scan copy by email so I may send you a travel certificate.

Regards,

Cindy Laplante
Customer Relations, Officer

I haven’t yet answered Ms. LaPlante. I’m intrigued – and by intrigued, I mean irritated – by what she calls this “exceptional” offer to send me a “travel certificate” for the taxi rather than actually reimburse my out of pocket costs, due to the mechanical failure of the train. I’m not going to go through another play by play of the events of Train 644 (check earlier posts for that) but had I waited for the buses to take us to Ottawa, we would’ve pulled in nearly five hours after our expected 4:44 pm arrival time.

Nope, by the time VIA told us the buses would be arriving by 7 pm, we no longer wanted to take our chances. And a good call, too: buses didn’t leave Smiths Falls until just past 8 pm. At 8 pm, I walked into my Ottawa hotel room instead and managed to salvage the remainder of the evening.