A VIA Rail train delay that went viral, after a video was posted of an employee snatching passenger Chip Malt’s phone, has sparked the federal government to ask for an independent investigation.
During the delay, passengers became frustrated as the train ran out of food, water and running toilets. The staff distributed alcoholic beverages, according to Malt.
Malt, who lives in Texas, was on his way to Quebec city on Aug. 31 to celebrate his father’s birthday when the normally three-hour journey stretched out into almost 14-hours due to mechanical issues. The employee that grabbed his phone has been suspended, which Malt said is “fair.”
“Overall, the last thing I want is for him to get fired over the incident,” he said. “He was probably under a lot of pressure… he had a bad day, a bad moment.”
Calls for more passenger rights
Federal Transport Minister Pablo Rodriguez has asked for an independent investigation and changes within the next 30 days.
Some experts think that the government might introduce a bill of rights for rail passengers. This would ensure standards of compensation and treatment when prolonged delays occur.
“I can see them going very similarly to what happened with the airline industry where they ended up passing the airline passenger bill of rights,” said Wayne Smith, professor, Ted Rogers School of Management at Toronto Metropolitan University.
Terence Johnson, president of Transport Action Canada, a transportation advocacy group, says that a bill of rights should be extended to all modes of passenger transportation.
“We want to make sure that your journey is assured whatever happens across all modes,” said Johnson. “Something that says when you’re traveling in Canada we’ve got your back… that this is going to be easy.”
CityNews reached out to VIA Rail, but did not receive a response in time for publication.
“It’s actually kind of nice that something is coming of the 14 hours that we endured,” said Malt. “Hopefully that will change the policies or change the way the train system is run for future patrons.”
