I will add to what Mr. Péloquin just said.
The cases were different. Notwithstanding that, when the second mechanical issue happened, passengers were offered food throughout. We have emergency snacks on board the train the whole time. Until they were actually depleted, water was available the whole time, except for a short portion of time during which the power was out. Otherwise, water was offered as well.
Notwithstanding that, the length of the delay was completely unacceptable from the passenger perspective. You're right. Being stuck in something for that length of time increases the level of anxiety. The communication with the passengers was frequent. The issue was with the information that was actually being shared, which wasn't satisfactory in terms of where the solution was going to come from.
Even when the solution came to move the train backwards, to get it to an area that we deemed safe to start the rescue onto another train, that took about an hour. The transfer of passengers from one train to the next took about another hour, after which point they moved to Quebec City. There were chunks of time.
The failure from a pure communication...from what I see, is our ability to actually internally escalate to continue trying to solve the problem in one case, and then on the separate case asking what we can do creatively to get emergency services or somebody else involved to support this.
I think the escalation was what was missing.