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  • My fiancĂ© and I took the trip from Jasper to Vancouver. It was supposed to be the highlight of the trip. The train was 9 hours late!! We went through the rockets in complete darkness with absolutely no apology or sympathy. I directed my concerns to customer service and they have advised me that it is there policy to never compensate passengers regardless of the incident. It's all in the disclaimer. VIA Rail can not promise a general time frame or even day you the train will arrive. VIA Rail advises customers not to make any reservations of hotels or connecting transportation. The customer service is almost non existent, there is no phone directory that takes complaints, only an e-mail address, FAX number and mailing address. VIA Rail does not have the right of passage meaning delays WILL occur. Our first and only experience with VIA Rail was by far the worst traveling experience and customer service experience of our lives. Prior to the train ride we drove through the mountains, it was amazing, breathtaking and most of all we left and arrived on time. The VIA Rail commercials say "why don'y take the train?" thats why you don't.
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