Complacency is not a solution. The responses to the complaints of this man are for him to either take a jet next time and really suffer, kill the dog or drive; all of which place the blame squarely on his shoulders for expecting Via Rail to do what they agreed to do. Where did all this complacency come from? Whether or not you agree with dogs travelling on trains, whether or not you like dogs, these are not the points raised here. The point raised is that money exchanged hands for a service and that service was sorely lacking. If dogs are allowed to travel by train then there is a certain amount of expectation that the staff of that train will do what is necessary to facilitate that travel. Much in the same way that we expect our luggage to arrive this man had every expectation that his dog would arrive with him. Calling him a "moron" for expecting value for money is moronic in itself. Rudeness is not acceptable. Being yelled at by someone in a position called "Customer Service" is unacceptable and is very frustrating. Being told that it has never happened before, therefore, didn't really happen is just ignoring the problem. "Customer Service" representatives need to acknowledge that when a customer calls with a complaint then, guess what? They have a complaint and should listen and deal with it. I don't think you need to be a pet lover or even have a pet to acknowledge that the service was very bad and the response to the bad service was even worse. Being yelled at because of a tea bag? Pretty trite, don't you think?