Our Passenger Charter.

We promise:
October 2017
Year to date

To do our best to be on time

We want to get you where you need to be, when you need to be there. It’s our goal to be on time, and we encourage you to see how we’re doing. If there’s a delay, we’ll do everything we can to provide you with information about it.

See how we're doing to be on time.

95%

of trains arrived within 15 minutes of scheduled time.

Target: 94%

 
 
95%

of buses arrived within 15 minutes of scheduled time.

Target: 94%

To always take your safety seriously

The safety of our riders, employees and all those who come in contact with our services is at the core of everything we do. This means well-lit parking lots and stations, vehicles checked regularly and fast response from trained staff should you need help.

See how we're doing to be safe.

30

complaints per 1,000,000 boardings regarding safety.

Target: 30 or fewer

To keep you in the know

Whether it’s delay alerts, or information to help plan your journey better - keeping you informed is key. Our goal is to keep you updated as soon as possible whether it’s in person or online.

See how we're doing to keep you in the know.

14

complaints per 1,000,000 boardings regarding service status communication.

Target: 30 or fewer

To make your experience comfortable

Our goal is to make your time with us as pleasant as possible. We will provide modern, well-equipped vehicles and facilities, because a comfortable, stress-free environment can make the difference in your day.

See how we're doing to make your experience comfortable.

30

complaints per 1,000,000 boardings regarding comfort in stations, trains and buses.

Target: 30 or fewer

To help you quickly and courteously

We’ll take every chance we can get to make your trip better. That’s why every employee at GO wants to help you. If you have a problem, we’ll do our best to resolve it on the spot. In other words, whenever you need help, just ask.

See how we're doing to help you quickly and courteously.

97%

of customer inquiries/concerns are resolved the first time they contact us.

Target: 85%

Annual Passenger Charter Reports

2015/16 Annual Report

2014/15 Annual Report

2013/14 Annual Report

2012/13 Annual Report

2011/12 Annual Report

2010/11 Annual Report