Aaaand we're back
Sometimes, you need to visit hell for a day to remind yourself what heaven feels like.
At 1:30am on Saturday night, Via Rail lived down to it's reputation of poor service. Our return train to Halifax was supposed to leave Montreal at 6:30pm EST. At 1:30am, the train had not yet left Montreal due to "severe electrical difficulties involving ventilation and air conditioning."
Due to these "difficulties", Via Rail scrapped the entire train and put together a smaller one with no food, service or water for passengers. The train left Montreal at 2:10am which happens to be the time we were to catch the train in Rimouski. In total, the train was running 8 hours behind.
I contacted Via again at 8:00am and inquired as to whether our tickets could be exchanged (without fee or penalty) for the next night's train or refunded completely. The ticket agent informed that this could be done. We kept that information in our back pocket as we rushed to find a car rental place open on a Sunday in Rimouski. No luck, so it was back to the train. I spoke to a second ticket agent who informed me that they could NOT refund or exchange our tickets. Here's where I'll regurgitate the conversation:
IAN
So you're telling me that you won't exchange
our tickets for the next train?
VIA RAIL TICKET AGENT
That is correct, sir.
IAN
I was actually speaking to another ticket agent
about an hour ago and she informed me this
could be done.
VIA RAIL TICKET AGENT
I'm sorry, sir, but you purchased a ticket at a
specific rate which doesn't allow it to be
refundable or exchangeable.
A beat.
IAN
What's your name again?
VIA RAIL TICKET AGENT
Maurice.
IAN
Okay, Maurice, tell me how late the current
train is running and at what level of service
might it be operating under.
A pregnant pause.
VIA RAIL TICKET AGENT
The information I have is that your train is
nine hours behind schedule, give or take
twenty minutes.
IAN
And what level of service?
VIA RAIL TICKET AGENT
Extremely limited.
IAN
Define extremely limited for me, please.
VIA RAIL TICKET AGENT
There are only three passenger cars available,
no food, no water, two toilets, no pillows, no
blankets and about six Via Rail service employees.
IAN
Now tell me, Maurice, if you were a paying
passenger -- such as myself -- and there was a
disruption in service that a Via Rail employee
would describe as "extremely limited", would you
not ask for some form of compensation?
Another beat.
VIA RAIL TICKET AGENT
(sighs heavily)
I suppose I would.
IAN
(pointed)
You're damned right you would. Stop wasting
my time and exchange my tickets.
VIA RAIL TICKET AGENT
I can't do that, sir -- excuse me for one moment,
please. I'm just receiving some new information
from my supervisor.
A beat. Incoherent muttering in the background.
VIA RAIL TICKET AGENT
(continued)
Yes, I'm sorry, sir, I've just been informed that
we are able to exchange your tickets at no
cost. What is your name again?
IAN
How do you say "about-face" in French?
Beat.
VIA RAIL TICKET AGENT
Pardon me, sir?
IAN
Nevermind.
---------------
Add to this the three times where Via Rail has lost our luggage, the two times Via Rail employees permitted passengers to smoke in the washrooms on the train, subsequently violating Federal law and pissing-off 30-50 non-smoking passengers such as myself. And of course, the ridiculous response I received from the Director of Public Affairs last March when I complained about the service to the Board of Directors in a 7-page letter.
All was remedied when we boarded the train and were greeted by the service director who showed us to our private bedrooms. Indeed, it was a relaxing return trip Halifax.
At 1:30am on Saturday night, Via Rail lived down to it's reputation of poor service. Our return train to Halifax was supposed to leave Montreal at 6:30pm EST. At 1:30am, the train had not yet left Montreal due to "severe electrical difficulties involving ventilation and air conditioning."
Due to these "difficulties", Via Rail scrapped the entire train and put together a smaller one with no food, service or water for passengers. The train left Montreal at 2:10am which happens to be the time we were to catch the train in Rimouski. In total, the train was running 8 hours behind.
I contacted Via again at 8:00am and inquired as to whether our tickets could be exchanged (without fee or penalty) for the next night's train or refunded completely. The ticket agent informed that this could be done. We kept that information in our back pocket as we rushed to find a car rental place open on a Sunday in Rimouski. No luck, so it was back to the train. I spoke to a second ticket agent who informed me that they could NOT refund or exchange our tickets. Here's where I'll regurgitate the conversation:
IAN
So you're telling me that you won't exchange
our tickets for the next train?
VIA RAIL TICKET AGENT
That is correct, sir.
IAN
I was actually speaking to another ticket agent
about an hour ago and she informed me this
could be done.
VIA RAIL TICKET AGENT
I'm sorry, sir, but you purchased a ticket at a
specific rate which doesn't allow it to be
refundable or exchangeable.
A beat.
IAN
What's your name again?
VIA RAIL TICKET AGENT
Maurice.
IAN
Okay, Maurice, tell me how late the current
train is running and at what level of service
might it be operating under.
A pregnant pause.
VIA RAIL TICKET AGENT
The information I have is that your train is
nine hours behind schedule, give or take
twenty minutes.
IAN
And what level of service?
VIA RAIL TICKET AGENT
Extremely limited.
IAN
Define extremely limited for me, please.
VIA RAIL TICKET AGENT
There are only three passenger cars available,
no food, no water, two toilets, no pillows, no
blankets and about six Via Rail service employees.
IAN
Now tell me, Maurice, if you were a paying
passenger -- such as myself -- and there was a
disruption in service that a Via Rail employee
would describe as "extremely limited", would you
not ask for some form of compensation?
Another beat.
VIA RAIL TICKET AGENT
(sighs heavily)
I suppose I would.
IAN
(pointed)
You're damned right you would. Stop wasting
my time and exchange my tickets.
VIA RAIL TICKET AGENT
I can't do that, sir -- excuse me for one moment,
please. I'm just receiving some new information
from my supervisor.
A beat. Incoherent muttering in the background.
VIA RAIL TICKET AGENT
(continued)
Yes, I'm sorry, sir, I've just been informed that
we are able to exchange your tickets at no
cost. What is your name again?
IAN
How do you say "about-face" in French?
Beat.
VIA RAIL TICKET AGENT
Pardon me, sir?
IAN
Nevermind.
---------------
Add to this the three times where Via Rail has lost our luggage, the two times Via Rail employees permitted passengers to smoke in the washrooms on the train, subsequently violating Federal law and pissing-off 30-50 non-smoking passengers such as myself. And of course, the ridiculous response I received from the Director of Public Affairs last March when I complained about the service to the Board of Directors in a 7-page letter.
All was remedied when we boarded the train and were greeted by the service director who showed us to our private bedrooms. Indeed, it was a relaxing return trip Halifax.