How We're Listening
You have told us you want change; we're listening. Keep reading to see
the latest survey results and to learn about some improvements we have made
based on your feedback.
Customer Survey Results
From survey results, we learn more about what you think of our service, and where you want us to improve. We
are constantly making
improvements to our services and programs based on this information. Here are some of our recent
Your satisfaction with our communications decreased slightly this year,
though you remain most satisfied with how we communicate schedule and
You told us:
- Improving service status information is most important to
- You want more information about construction projects,
including how they will impact your commute .
What we are doing:
- We have created corridor-specific Twitter handles to make
finding information pertaining to your journey easier and
- Reorganized our construction updates landing page by
corridor, as per customer feedback, to make it easier to find
projects and plans by station.
You told us:
- We need to ensure our trains run on time.
- We need to add parking spaces and increase parking
- We need to improve the process for claiming a Service
What we are doing:
We have initiated monthly meetings with a focus on improving
announcements so you get the information you need on board your
train as soon as possible.
We added over 220 new parking spaces for our customers. We
provided Clarkson GO customers with 150 additional parking
spaces and we added 72 parking spots to the King City GO
station. Construction also began on 60 more spaces for King
City customers that will be available in the spring of 2016.
We improved the online Service Guarantee
claim process with a new enhanced interface that gives customers
instant feedback if a trip is eligible for a refund.
The new system also allows us to process claims faster.
To ensure the initiatives we work on meet your needs, your voice
is heard through the
Let GO Know
online advisory panel. The Let GO Know panel is now over two years
Let GO Know by the numbers:
- Over 50 surveys.
- 54,000 of responses received.
- Over 7,180 members.
- Overall satisfaction with the panel is 75%.
- Likelihood to recommend is 66%.
be part of shaping the future of GO Transit,
Join Let GO Know.
The results from the surveys we conduct give us valuable insight as to
where you want us to improve. This
information, along with our own performance measurements, help us make
improvements and develop new initiatives. Here are some of our recent improvements:
This year we introduced several new programs
and enhanced others to improve service reliability.
The first step in equipping all trains with back
up cameras has now been completed.
In certain instances, the camera will eliminate the need for
a crew member to walk to the back of the train to ensure the track
is clear where the platform has been overshot.
The current process is very time consuming, and can lead to
delays and frustrations for customers both on the train and waiting
to board. These cameras will speed up the process. Cameras will be
gradually introduced on existing cars as we retrofit with this
feature, and all new coaches and locomotives will be equipped to
enable this feature over the coming years.
As of November 21st, GO Transit buses are using
the new Bus Bypass Shoulder segment on Highway 401.
This segment is in the eastbound direction between Regional
Road 25 in Milton and Highway 407, and is the first to open on
Highway 401. In addition
to those already open on the Highways 403, 404 and the Don Valley
Parkway, the new segment will help to alleviate delays, contribute
to on-time performance and improve the overall customer experience.
For the implementation of platform changes, the presence of
Transit Safety Officers and other staff was increased to manage
customer volume and movement on platforms.
Several initiatives are underway at Union
Station and across the system to ensure we provide customers
with the highest level of safety.
Work is underway to create a new major security incident alert
designed to rapidly notify users of any incident involving an
imminent, active, or credible security threat to the
organization requiring an immediate response.
We are also working on creating “hot spots” for graffiti
occurrences. This will
enable officers to explore patterns and prevent damage.
Level Crossings play an important role in the safety of a rail
system. Metrolinx is working to ensure that increases in service
with GO Regional Express Rail can be accommodated at level
crossings safely for passengers, all road users and communities
In October, plans were announced to install
a sign on the QEW near Appleby GO station displaying next-trip
information for GO Trains at that station. The information
factors in driving to the station, parking, and catching the
next available train. The pilot will expand to Bronte and
Oakville GO stations, and will then show travel time comparisons
for GO train and highway trips. These signs will promote GO
transit as an alternative to help manage congestion for
commuters and get drivers thinking about transit when they're
driving on the highway.
We are implementing automated announcements
and messages on GO trains to provide new ways to keep customers
in the know and to make travelling on GO easier.
Digital signs are being installed on all
accessibility coaches. The first coach with the new signs went
into passenger service in November, with the work continuing
In response to customer feedback, we have
introduced corridor-specific Twitter handles to provide service
status updates. This move takes us another step further in
providing real time, accurate and relevant communications to our
customers through a variety of channels. Customer response has
been positive, with the initial announcement posts being
retweeted and liked over 500 times on social media. The @GOTransit
handle remains active and will be focused on network-wide events
and broader updates impacting all customers.
GO bus service was the subject of three major expansion
announcements, introducing new service to Brantford and
Cambridge, and expanding express bus service to Kitchener. GO
will introduce 44 new bus trips between downtown Brantford and
Aldershot GO station, along with 12 new trips from downtown
Cambridge to Milton GO station.
We added two new GO train trips to the Milton corridor.
One peak morning eastbound and one peak afternoon westbound trip
began in the fall. These trips provide over 1,500 more
seats in each direction and give customers additional travel
options and a faster alternative to driving.
We have added several new bus and train trips to help ease
capacity issues. A
new weekday Lakeshore East train trip will depart Union Station
at 11:43 PM and arrive at Oshawa at 12:41 AM. This trip will
connect to new route 90 bus trip.
Two new weekend northbound bus trips were added, and will depart
Oshawa GO for Trent University.
Two new weekend southbound bus trips were added as well,
and will depart Trent University. These bus trips will meet
trains at Oshawa. A new weekday southbound bus trip will begin
at Aurora GO, and arrive at Union Station.
On December 5th, we introduced the start of year- round weekend
train service on the Barrie line. Barrie summer weekend train
service was successfully introduced in 2012 and continued to
flourish, with ridership growing to approximately 41,000 rides
for the 2016 summer season. We also announced one new
Stouffville line trip during both the morning and afternoon rush
hours that will begin on January 3rd. This is great news for residents along these corridors,
who will benefit from the added service.
Starting December 5, 2016 we’re introducing GO service to the
new Gormley GO station, located on Stouffville Road between Hwy
404 and Leslie Street, in Richmond Hill. With train and bus
service, plenty of parking and a brand new station, there’s more
reasons to GO. Five morning and five afternoon peak period
train trips will be extended from Richmond Hill GO station to
serve the new Gormley GO station. The station features 850 parking
spaces, a bus loop, and several amenities for customer
convenience including two electric vehicle charging stations, a
kiss-and-ride area, heated shelters, and a platform snowmelt
We have expanded the On-line Student
Application program. We are pleased to have added the University
of Toronto to the program in October, as well as Mohawk College
as of January 4thth and The Michener Institute on January 9th.
The program was first launched in time for the 2016 academic
year with OCAD University being the first institution to
implement the new process. This program allows registered
full-time students at participating post-secondary institutions
to apply for electronic GO Transit-issued Student IDs using the
The objective is to incorporate all post-secondary institutions
in time for the 2017 academic year. Making the issuance of
student ID easier will reduce fare payment errors and the need
for corrective actions.
- Metrolinx is working to upgrade
the current Ticket Vending Machine (TVM) Pin Pads. This will
ensure that we continue to meet changing industry standards and
evolving customer expectations. The upgrade is planned for all
200+ machines across the combined GO Transit and UP Express
networks and is targeted to be complete by Fall of 2017.
We opened a new station building at Square One Bus Terminal to
better serve customers and meet growing demand.
Improvements include a new, modern, accessibly designed terminal
building and three new Ticket Vending Machines. These
improvements will help us provide a better customer experience
at our second-busiest bus facility.
To meet the needs of customers on the Kitchener corridor, we
have added 223 new parking spaces at Mount Pleasant GO station.
New multi-level parking structures will be constructed to help
address the parking demands at Maple and Rutherford GO stations.
These structures will provide more than 1,200 spaces at each
location. Construction will begin in 2018 at both locations.
Construction will begin this fall to add over 250 parking spaces
at the Streetsville GO station, bringing the total number of
available spaces to more than 1,700. Construction is
expected to be completed in early 2018.
Approximately 130 new spaces will be added to Square One Bus
Terminal, bringing the total number of available spaces to more
than 330. Completion is expected next spring.
In July, we opened 200 spaces at Mount Joy GO station.
We added almost 70 new parking spaces at 55 Station Rd, which is
just a short walk from the King City GO station. Instead
of asphalt, we used interlocking concrete pavers, which are
better for the environment. Any rain water run-off and
pollution is now filtered by the crushed gravel which encourages
tree growth around the lot. The pavers also reduce the
pooling/icing of water which results in less salt use in the
Our new Gormley Station features 850 new parking spaces.
Annual Passenger Charter Reports
Click here for
the 2015/16 Annual Report
Click here for
the 2014/15 Annual Report
Click here for
the 2013/14 Annual Report
Click here for
the 2012/13 Annual Report
Click here for
the 2011/12 Annual Report.
Click here for the
2010/11 Annual Report