The day after the incident.
There is one other thing. Our reservation data system had a browser problem. If an individual makes a reservation and uses an English-language browser, our system classifies the person as an anglophone. That is a common problem it does not only occur at VIA. In fact, there was a recent article in the papers about this type of incident.
Since the incident, we have asked people to specify a language, so we may be sure to communicate with them in that language.