VIA Rail responds after Brockville woman claims she was forcibly removed from train over certified service dog

The woman is Nancy McBride

Upon request, here's VIA Rail's response:

"VIA Rail offers one of the most accessible modes of transportation in Canada and welcomes passengers who travel with certified service dogs, guide dogs, or emotional support dogs.

 In accordance with the Canadian Transportation Agency’s accessibility regulations, passengers travelling with a service or guide dog must provide valid documentation from an accredited institution or person specializing in dog training confirming that the dog has been individually and properly trained to perform specific tasks to assist the person with disability.

Passengers travelling with an emotional support dog must provide a medical certificate from a licensed health professional stating that they require the animal for emotional support. The animal must be small enough to fit in a carrier placed on the passenger’s lap or at their feet for the duration of the trip.

These requirements are clearly stated on our website: https://www.viarail.ca/en/plan/accessibility#trained-guide-dogs

In the present case, the passenger presented her dog as a service dog when purchasing her ticket at the station and was informed that official documentation proving proper training of the dog would be required. The passenger later boarded with a large dog that showed signs of distress, including pulling its handler, crying, and moving into the aisles, behaviour not typically seen in a trained service dog. VIA Rail staff are trained to ensure the safety of all passengers and employees. If a service dog’s behaviour raises concerns, staff may request to see the animal’s certification. Upon review, the document provided did not meet the required standards and showed indications of being fabricated.

 Since untrained dogs, who are not travelling in a carrier, may pose a safety concern for other passengers and crew, and in accordance with our policy, the decision was made to end the passenger’s trip in Kingston.

The passenger was offered transportation home by taxi at no cost and received a full refund.

 VIA Rail makes every effort to accommodate passengers with accessibility needs and applies these policies with empathy, consistency, and respect for all travellers."

Our original story follows.

A Brockville woman says she was forcibly removed from a VIA Rail train along with her federally certified service dog in what she calls a serious violation of her human rights.

On Friday, November 7, 2025, Nancy McBride, who lives with PTSD and recently recovered from a severe case of West Nile Virus, boarded a VIA Rail train from Brockville to Toronto with her service dog, Pancho, a two-year-old mastiff. 

She said she had provided all the documentation required by law, including Pancho’s official Service Dog ID, vaccination records and a medical letter confirming her need for the animal.

Other passengers reportedly expressed concern as she was escorted off the train. 

Several even checked VIA Rail’s website and advocated on her behalf, confirming that she had provided all required documentation for her certified service dog.

During the trip, she says an onboard attendant photographed Pancho’s ID before informing her that VIA Rail did not recognize the certification. 

Despite explaining that this was discriminatory, she and Pancho were ordered to disembark in Kingston.

McBride said she was humiliated, frightened, and emotionally devastated by the experience, calling it a clear violation of her rights.

She said she was later offered a return trip on the same railway that had just deemed her certification “invalid,” but her daughter instead drove from Brockville to Kingston to bring her home.

She explained what she would like to see happen following her situation.

At the Kingston station, McBride filed a formal complaint. 

She said VIA Rail did not respond until November 10, when she received an email advising her to “check the website” before travelling again, the same site that listed no additional requirements.

McBride said the experience violated her rights under the Canadian Human Rights Act and the Accessible Canada Act, both of which prohibit discrimination based on disability and guarantee equal access to federally regulated transportation.

She added a few final thoughts.

Story by Evan Gibb & Harper Cotie