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Travel: VIA Rail Direct
Connect
Travel Service Guide
Last Revised: June 23 2016
Applies to Concur Travel:
Professional/Premium edition
TMC Partners
Direct Customers
Standard edition
TMC Partners
Direct Customers
Travel: VIA Rail Direct Connect Travel Service Guide i Last Revised: June 23 2016 © 2004 - 2020 SAP Concur All rights reserved.
Contents
VIA Rail Direct Connect ................................................................................................ 1
Section 1: IMPORTANT – About this Guide ................................................................... 1
Section 2: Overview ...................................................................................................... 1
Benefits and Features ............................................................................................. 1
Section 3: What the User Sees ...................................................................................... 2
Ticketing ............................................................................................................... 8
Trip Cancellation .................................................................................................... 9
Customer Support .................................................................................................. 9
Section 4: Configuration ............................................................................................... 9
Part 1: Professional and Standard Editions – Client Agreement ................................... 10
Part 2: Professional Edition – Configuration in Concur Travel ...................................... 10
Part 2: Standard Edition – Configuration in Concur Travel.......................................... 11
Section 5: FAQ ............................................................................................................ 12
The Basics ........................................................................................................... 12
Questions ............................................................................................................ 12
ii Travel: VIA Rail Direct Connect Travel Service Guide Last Revised: June 23 2016 © 2004 - 2020 SAP Concur All rights reserved.
Revision History Date Revision Notes/Comments
February 14, 2020 Updated the copyright; no other changes; cover date not updated
June 20, 2019 Removed "Concur" from the cover; no other changes; cover date not updated
March 10, 2019 Updated the copyright; no other changes; cover date not updated
January 3, 2018 Updated the copyright; no other changes; cover date not updated
June 23, 2016 General updates; initial publication in the new format
Travel: VIA Rail Direct Connect Travel Service Guide 1 Last Revised: June 23 2016 © 2004 - 2020 SAP Concur All rights reserved.
VIA Rail Direct Connect
Section 1: IMPORTANT – About this Guide
Be aware that certain scenarios have an infinite number of variables or extremely
unusual circumstances, like rare cancellation or refund situations. So, not all
scenarios can be presented in this guide. Also, certain processes may be influenced
by third- or fourth-party participants. In some cases, you must contact the
vendor/provider directly.
Section 2: Overview
VIA Rail Canada has partnered with Concur Travel to provide a direct connect option
that will simplify the booking process and assist corporate buyers in booking rail
through Canada. This direct connect brings your company premier access to VIA Rail
Canada services and integrates rail bookings with the corporate reporting and
account process. VIA Rail Canada and Concur believe this direct connect will provide
a superior experience over current GDS booking and improve agency productivity.
NOTE: Though the actual rail line is named VIA Rail Canada, the Concur direct
connect is simply named VIA Rail.
Benefits and Features
Travelers and Travel managers will realize these benefits, which highlight the VIA
Rail Direct Connect option:
• Full availability to VIA Rail Canada fares (including Web fares and corporate
discounts)
• Expanded VIA Rail Canada booking capabilities and benefits not available in
the GDS
• Corporate customer access to detailed reporting and accounting
• Integration with existing corporate workflow and agency support processes
• Available at your existing Concur Travel GDS air transaction fee
• Instant purchase as VIA Rail Canada charges the credit card or corporate
ghost card for the rail charge
• Frequent departures and, in most cases, downtown-to-downtown service
provides flexible scheduling
• A site-wide ghost (BTA) card can be used for a VIA Rail Reservation, when the
Concur Travel site is set up accordingly.
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• Access to VIA 1 and Comfort class fares:
VIA 1 class is naturally your first choice as a business traveler, since it
offers everything you expect from a first-class trip - except the high price.
Enjoy a wireless Internet connection when you travel in VIA 1 class
between Montréal and Toronto on certain trains. Sit back, relax, and keep
in touch with your world.
If you are traveling in Comfort class, your corporate discount is applied to
the Comfort-Liberty fare.
No service charges for cancellations of VIA 1 or Comfort-Liberty class
fares booked through Concur.
Section 3: What the User Sees
On the Train Search tab, if a corporate card is the only option available, the user
has no choices. If an individual card is allowed, the user selects the applicable
payment method. Then, the user clicks Search on VIA Rail.
Using a corporate card:
Using an individual card:
All of the necessary corporate account information is passed along to VIA Rail so the
user needs to only make a train selection within VIA Rail.
NOTE: In an effort to facilitate current and future PCI compliance, prior to the user
leaving the Concur site and entering the VIA Rail site, Concur will request a
Temporary Token from Moneris (a payment provider) that is being passed
along with the masked credit card details to VIA Rail.
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VIA 1 (business) and Comfort Class (economy) fares are available to be booked.
Passenger types supported are adult and senior:
Once the user selects the appropriate class and fare, an itinerary will be displayed.
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The user clicks Book Now to continue with the instant buy and update the Contact &
Passenger Information:
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VIA Rail Canada will ask the user to confirm certain information and select a ticket
delivery method:
8 Travel: VIA Rail Direct Connect Travel Service Guide Last Revised: June 23 2016 © 2004 - 2020 SAP Concur All rights reserved.
When the ticket is purchased, Concur Travel will place the confirmation in the user's
travel itinerary:
Ticketing
Concur Travel, powered by RESERVIA, will send an e-booking confirmation to the
user. The user exchanges the e-Booking Confirmation for a paper ticket at a VIA
Station, prior to boarding. Self-service ticketing kiosks are available at major
stations. The user can scan the bar code on the e-Booking Confirmation to obtain the
ticket(s). A copy of the confirmation code will be included in Concur Travel and the
user will be e-mailed a confirmation directly from VIA Rail Canada.
VIA Rail Canada does not issue boarding passes – they issue tickets with the
appropriate number of coupons, which are lifted by the service manager on board the
train. When the user picks up the ticket at the station, the credit card used for the
purchase will be required for verification purposes. If the user paid with a VISA card,
the user or the person buying the tickets can simply show a photo ID.
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Trip Cancellation
Should travel plans change before the issuance of paper tickets, the user should
cancel the trip online through Concur Travel by clicking the Cancel Trip link in the
Action column on the Upcoming Trips tab of the Travel home page:
Remember that discounted fare plans are subject to cancellation penalties. The net
refund amount will be credited to the credit card account. However, after the
issuance of paper tickets, the user should contact VIA Rail Canada to cancel the
ticket and the user may obtain the refund at a VIA Rail station.
The agency should not refund a VIA paper ticket. A commission recall will be done by
VIA through the ITSS for all paper ticket refunds done at VIA Stations.
Customer Support
VIA Rail Canada provides email support for Concur Travel bookings powered by
RESERVIA. The user can click the Contact VIA link to report any problems
encountered during the booking process to VIA Rail Canada or submit a special
request.
For any request involving a VIA Rail Canada ticket purchased through the Concur
Travel direct connect, your travelers may contact VIA Rail Canada at
[email protected] or speak with a station service manager. Travel Agents may
contact VIA Rail Canada at [email protected] or call 1 (800) 361-8010.
Section 4: Configuration
Follow the appropriate steps for your edition of travel:
• Part 1: Professional and Standard Editions – Client Agreement
• Part 2: Professional Edition – Configuration in Concur Travel
– or –
Part 2: Standard Edition – Configuration in Concur Travel
• Part 3: Professional and Standard Editions – Additional Information
10 Travel: VIA Rail Direct Connect Travel Service Guide Last Revised: June 23 2016 © 2004 - 2020 SAP Concur All rights reserved.
Part 1: Professional and Standard Editions – Client Agreement
A corporate agreement is not needed in order to have VIA Rail available via Concur.
If a client choses to set a relationship with VIA Rail directly, they can contact VIA
Rail's Corporate Sales team. Please work with your travel agency or Concur Travel
implementation manager.
Part 2: Professional Edition – Configuration in Concur Travel
Concur and VIA Rail Canada have delivered a streamlined setup process. Please work
with your travel agency or Concur Travel implementation manager on these steps to
implement the VIA Rail Direct Connect.
Provide the Agency IATA number (and the VIA Rail Canada Corporate Account
Number (when applicable) to be used for direct connect bookings. This will register
your company and your travelers will be provided with all published rates and
benefits of the Concur Travel direct connect program. Corporate discounts will be
applied automatically at the time of booking.
The IATA number for VIA Rail is taken from the ARC/IATA Agency Number on the
Agency Details page, when present:
If that number is absent or deemed invalid by VIA Rail, a blank Agency Number will
be used for the VIA Rail request.
The ARC/IATA Agency Number enables VIA Rail to recognize a Travel Agency for
payment of commission.
The Corporate Discount Code enables VIA Rail to recognize a corporate client and
offer discounts and coupons, as well as manage upgrades and promotions.
To configure:
1. Click Administration > Travel (on the sub-menu) > Travel System Admin
and access the desired client travel configuration.
NOTE: Depending on your permissions, the page may appear immediately
after you click Administration or Travel.
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2. In the Rail Connectors section of the travel configuration page, locate VIA
Rail.
3. To enable:
Field Description / Action
Enable Select to enable.
Corporate Discount Code Enter the code.
When making a VIA Rail booking
and a Ghost Card is in effect, allow the use of other credit cards as well
Select (enable) this check box, if desired.
Part 2: Standard Edition – Configuration in Concur Travel
To configure:
1. In the Travel Setup Wizard, click the Discounts and Travel Content setup
step.
2. Select the desired configuration.
3. Click the Direct Connect tab.
4. Locate VIA Rail.
5. To enable:
Field Description/Action
Enable Select to enable.
Corporate Discount Code Enter the code.
When making a VIA Rail booking
and a Ghost Card is in effect, allow the use of other credit cards as well
Select, if desired.
12 Travel: VIA Rail Direct Connect Travel Service Guide Last Revised: June 23 2016 © 2004 - 2020 SAP Concur All rights reserved.
Section 5: FAQ
The Basics
Topic Comment
Integrated display with air: No
CT Policy controlled: No
Trips on Hold via Concur: No
Trip Changes via Concur: No
Trip Cancels via Concur: Yes, before the issuance of paper tickets
Refunds processed by: VIA Rail
Delivery Options: e-boarding pass ( selected routes) and
paper ticket
Pre-Assigned Seating: Yes
Credit Cards Accepted: Yes
Multi-Segment Bookings: No
Guest Booking Capability: No
Loyalty Program generated via CT profile: Yes
Ghost/BTA/Lodge Cards Accepted: Yes
GDS Supported for passive segment: Sabre, Apollo, Galileo, Worldspan,
Amadeus
Must write GDS passive segment: Yes
* Select Access Fee: No
** Sabre Convenience Fee:
* Refer to Support Portal for fees
** Applicable to Sabre fulfillment only when passive segments are written
Questions
Q. How will the VIA Rail Direct Connect fare look different in Concur?
A. Once a train reservation has been made on the VIA Rail website, the
confirmation will be displayed in the Concur Travel itinerary and reported as a
rail segment.
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Q. How are tickets issued?
A. VIA Rail Canada issues a booking confirmation, which is sent to you by
email. This email contains a confirmation number and barcode confirming
your reservation. You can simply scan the bar code at the self-service
ticketing kiosk to obtain your paper ticket. Alternatively, you can present your
booking confirmation email to a VIA ticket agent.
Q. Can I cancel a rail trip?
A. If a paper ticket has not been issued from the confirmation, you can cancel
a VIA Rail trip purchased through the VIA Rail Direct Connect. To cancel, click
the Cancel Trip link in the Action column on the Upcoming Trips tab of the
Travel home page.
If your booking a VIA 1 or Comfort-Liberty fare, there are no service charges
for cancellation.
Q. How do I select a seat?
A. At the time of booking, you can indicate your seat preference of window or
aisle on the passenger information screen.
Q. What form of payment is used on the VIA Rail bookings?
A. All major cards are supported. Travelers provide the form of payment
during the booking process.
Q. How do I change a rail ticket?
A. You can email your request to [email protected] or call 1-888-VIARAIL
(842-7245) to change your booking. Then, go to a VIA station with your
ticket and the credit card used to purchase your ticket, to obtain your new
ticket.
Q. Can I still call my travel agent to book VIA Rail Canada?
A. Because the VIA Rail Direct Connect booking includes the IATA number
used by your company and agency, you will receive a full account of tickets
issued both by the agency and directly by VIA Rail Canada.
Q. How will VIA Rail bookings be reported?
A. Reporting for your VIA Rail Direct Connect bookings will available through
Concur Travel reports as usual.
14 Travel: VIA Rail Direct Connect Travel Service Guide Last Revised: June 23 2016 © 2004 - 2020 SAP Concur All rights reserved.
Q. What is required to take advantage of VIA Rail Direct Connect?
A. Simply enter the agency IATA number and the VIA Rail Canada Corporate
Account Number to be used for direct connect bookings into your system
administrator's travel configuration. This will register your company and your
travelers will be provided with all published rates and benefits of the VIA Rail
Direct Connect program. Corporate discounts will be applied automatically at
the time of booking.
Q. Can our travel agency still support ticket with customers using VIA Rail Direct
Connect?
A. Yes. It is Concur and VIA Rail Canada's goal to fully support for VIA Rail
Direct Connect tickets. Any ticket purchased though this interface will be
documented in a manual segment. See Segment type indicators below. To
service these tickets, your agents may email [email protected] or call
(800) 361-8010.
Q. What manual segment will be used with my system?
A. The following are used in various GDS systems:
GDS Passive Segment Type
Sabre YK
Apollo/Galileo GK
Worldspan TVL segments of type AIR
Amadeus GK
Q. What are the benefits of VIA 1 class of service?
A. Available on most trains in the Québec to Windsor corridor, VIA 1 class
gives you the space, comfort, and atmosphere you need to sit back and relax
or turn your travel time into a productive working session. Also, included in
the price of your ticket is a delicious three-course meal.
Q. What should I do to enable VIA 1 class of service?
A. As VIA Rail is not policy controlled, users will be able to book this class of
service without any additional setup.
Q. Should I still check the VIA Rail Canada website?
A. If you use VIA Rail Direct Connect, you have access to the same
availability and fares with the exception of sleeper class; however, if you use
the GDS, you have limited access to availability and fares.
Travel: VIA Rail Direct Connect Travel Service Guide 15 Last Revised: June 23 2016 © 2004 - 2020 SAP Concur All rights reserved.
Q. What does our travel agency or implementation manager need to do to set up VIA
Rail Direct Connect?
A. Complete instructions are provide in the Configuration section in this
guide.