Customer Care


Canadians sometimes do things a little differently. We've put together a list of some of the most common quirks to make sure your only surprises are good surprises.

  • Food and Mobility Restrictions

    What if I have food allergies?

    If you have food allergies and require a special menu, just let us know in advance of your trip. We will do our best to accommodate you. There are many special meals available for your trip.

    Can I still do a trip if I have mobility requirements?

    Yes, you can. Some trips may be more enjoyable than others depending on what your needs are.

    When you speak to one of our Canadian Insiders, please mention any mobility restrictions to them. They will ask you to fill out a special form that they will use to help determine what types of trips and activities are most likely to be the best fit for you. Then they will work with you to ensure you get the best vacation experience without any hassles along the way.

  • Booking Information

    How Do Payments and Deposits Work?

    Unless otherwise stated, we’ll take a 30% deposit of the total cost (excluding taxes and fees) to reserve your spot. We’ll let you know the amount of your deposit at the time of booking. Your deposit must be paid by credit card. Final payment can be made by money order, wire transfer, cheque or credit card.

    We recommend trip cancellation and interruption insurance in case of unforeseen or unexpected events prior to or during travel as all payments are non-refundable. Emergency medical insurance coverage is also recommended. We would be happy to provide you with a competitive quote for this should you require it.

    What Happens After I Book?

    • Your payment will be due no later than 90 days before departure, unless otherwise indicated. If you miss the payment date, we may have to cancel your booking.
    • Once final payment has been received, we’ll send you a statement confirming the full amount of the trip has been paid.
    • If you haven’t done so already, don’t forget to send us your flight details, special requests as well as any mobility requirements and dietary restrictions you may have.
    • You will be assigned a dedicated Fresh Tracks Canada Vacation Coordinator who will check over your travel plans to ensure the details are seamless. They will be your contact up until and during travel.
    • Approximately 30 days prior to your departure unless otherwise stated, we will send a detailed digital travel documentation package via email with all the necessary vouchers needed for travel. You will be able to print this off at home.
    • About one to two weeks before you set off, your Vacation Coordinator will connect with you to make sure you have read and understood all of your travel documentation and answer any questions you may have.

    For more details about payments and deposits, see our terms and conditions.


    How Do Cancellations Work?

    What happens if an unforeseen circumstance occurs and you have to cancel or return home early?

    We offer our guests optional and cost-effective Trip Cancellation and Interruption Insurance coverage to help protect your investment so the financial implications can be limited should a covered issue occur.

    To be eligible for this protection, you must be:

    • at least 15 days old.
    • a Canadian resident
    • or travelling through Canada
    • or visiting Canada during your trip

    As insurance is such a personal thing, some other eligibility criteria may apply – dependant upon age, pre-existing medical conditions etc.

    Unless otherwise stated in your policy, your benefits per person, per trip, will be as follows:

    • Prior to departure: Sum insured
    • After Departure Transportation: Unlimited
    • After Departure Other Eligible Expenses: Sum Insured
    • Meals & Accommodation: $1,500
    • Delayed Baggage: $400

    Click here for more details on trip cancellation insurance.

    This information is up to date as of March, 2019. For the most up-to-date coverage details, please check your insurance documents at the time of quotation and purchase.

    Even if you do not choose to purchase insurance through Fresh Tracks Canada, we strongly recommend all of our clients have insurance as all payments are non-refundable.


  • Train Services

    Rocky Mountaineer

    When you travel onboard the Rocky Mountaineer, you’ll have a choice of GoldLeaf or SilverLeaf service. Each are luxurious and comfortable options, yet GoldLeaf services go above and beyond to offer you a truly VIP train experience.

    GoldLeaf Service SilverLeaf Service
    Bi-level glass dome car with panoramic views Single-level glass dome coach
    Gourmet a-la-carte cuisine served in a private dining car with expansive windows Delicious hot entree options served in your seat.
    Attended by 3-4 hosts and a full culinary team Attended by 2 hosts and one culinary team member
    Outdoor viewing in a large, open-air vestibule Outdoor viewing between coaches
    Luxury hotels along the way Comfortable hotels along the way


    The Skeena Train is designed to keep you comfortable and well looked after as you travel through the remote beauty of the BC backcountry.

    Services and Features Onboard the Skeena

    • Panoramic Dome cars with wrap-around windows.
    • Park Car, which also features panoramic dome and views
    • Breakfast, lunch and a three-course dinner, coffee and tea included
    • Entertaining commentary along the way about Canada’s history

    The Canadian

    The Via Rail Canadian will take you all the way from bustling Toronto, through the prairies and the Rockies, to the sparkling waters of the West Coast. There are two different service levels on The Canadian: Prestige and Sleeper Plus.

    Each are luxurious and comfortable, yet Prestige Service offers a little bit extra. For example, Prestige cabins have 50% more space and a 60% larger window for admiring the views.

    Prestige Service Sleeper Plus Service
    All meals and drinks included, plus pre-dinner appetizer service Three gourmet fine dining meals per day
    Complimentary coffee, tea, fruit and cookies Complimentary fruit and cookies between meals
    Access to the Park Car, where you can listen to live music and socialize  Access to the Panorama and Skyline viewing cars
    Priority reservations in the dining car Priority boarding and access to the station lounges in Vancouver and Toronto

    The Ocean

    The Ocean Train train has been carrying passengers between Montreal and Halifax for over 110 years. Fortunately, the trains have been updated with modern comforts along the way! There are two different options onboard The Ocean – Sleeper Plus Class and Economy.

    In Economy class you will sleep in your seat and you can dine on a selection of meals, snacks, beverages and alcoholic drinks from the service car.

    In Sleeper Plus Class, you can enjoy:

    • A cabin for two, with or without shower.
    • Comfortable seats that transform into bunk beds at night.
    • Musical acts, wine tastings, Maritime history lessons and other entertainment.
    • Views from the scenic dome in the Park Car.
    • A la carte meals with fresh local ingredients in the dining car, paired with Canadian wines.

    The Corridor

    Via Rail’s The Corridor train will take you between Windsor, Ontario and Quebec City, Quebec. It’s a daytime only commuter train, so there are no cabins.

    When you travel on business class on The Corridor, here’s what you can expect:

    • Access to the Business Class Lounge at the station
    • Comfortable, spacious seats
    • Food and beverages served in your seat
    • Onboard WiFi
    • BYOD Entertainment via the WIFi
    • Full bar service starting at 11 am

  • Measurements

    Canadians use the metric system. However, because of their proximity to the U.S. (and because the switch to metric only happened in the 70s), many Canadians use a mix of metric and imperial.

    Distance – You’ll see distances measured in kilometers, and speed signs are in kilometers per hour.
    Volume & Weight – Gas (petrol) is sold by the liter. Most weight measurements are in kilograms or grams, although you may see prices by the pound (lb) at the butchers or for produce.
    Temperature – Temperature is measured on the Celsius scale, though many older Canadians still prefer to use Fahrenheit.

Here are some well-known facts about Canada to keep your vacation free of nasty surprises. For little-known facts that will elevate your trip fom memorable to unforgettable, give our Canadian insiders a call.