VIA Rail Canada appoints new GM for eastern Canada

VIA Rail Canada appointed Susan Williams to general manager for eastern Canada. The passenger rail service provider said this will involve adding value to the services offered to communities served in the maritimes and eastern Québec, as well as business development activities intended to build on partnerships that began in 2014 with local community representatives.

Williams will be working to bring VIA Rail’s service offering in line with this part of the country’s needs and demands. This is one of the first steps of a larger strategy to better serve eastern Canada. This appointment, which follows on a CA$10.2-million (US$8 million) investment in the restoration of the Newcastle line, as well as additional departures on the company’s Ocean service during the holiday season, is intended to support the implementation of targeted strategies for building traffic and improving customer service.

“We have high hopes for Susan’s success in developing an enhanced offering for our eastern communities,” declared Martin Landry, chief commercial officer at VIA Rail. “Her impressive career path in both the travel and customer service fields will help VIA Rail attain its service redefinition objectives.”

Williams joined VIA Rail in 2006 as director, customer experience-east. Prior to her appointment, she occupied the position of regional manager for central Canada. She had previously gained extensive experience in the customer service field from hotel and call-center sectors.