(The Canadian Press circulated the following story on April 16.)
TORONTO — Via Rail has been ordered to apologize in writing to a blind Ottawa man for mistreating him — including pointing out directions — during a trip to Quebec City. As a result of John Benjamin’s complaint, the Canadian Transportation Agency also is demanding Via change the way it deals with disabled passengers.
“It was horrible,” Benjamin said of the trip last October. “All I wanted was at least a ‘sorry’ from Via Rail and I could not even get that.”
Throughout much of his trip, Benjamin was left to fend for himself as Via staff ignored his requests for help or gave visual directions oblivious to the fact that he was blind and holding a white cane, say documents filed with the Canadian Transportation Agency.
Via once even suggested Benjamin was at fault for not making his disability known to staff.
This week, the agency issued a sharp criticism of the railway and ordered changes, including training for staff and new coding on Via tickets to assist disabled customers.
In Ottawa, a Via official helped Benjamin with his bags, but he said that all changed at Montreal, where he was to switch trains.
Via staff there either ignored him or pointed out directions.
When Benjamin finally found his train by following other passengers, the conductor showed him to the wrong seat.
Benjamin said that he hopes the ruling will help all Via customers.