GO Train Service Guarantee

We promise to do our best to be on time; however, sometimes delays happen.

If your train arrival is delayed by 15 minutes or more, we want to credit what you paid for the trip.

Our Service Guarantee policy doesn’t apply to delays caused by reasons outside of our control, including extreme weather, emergency investigations, pedestrian incidents, track obstructions, and on-board emergencies. Read more about our policy.

Customers who paid for their trip using a PRESTO card can submit their claim online using the form below. Customers with single-ride tickets, or day or group passes may request a credit at GO stations. Read the FAQ section below for more information.

Making a claim online?

Submit a claim at gotransit.com/guarantee.

Frequently asked questions

Eligibility

Q:    What delayed trips are eligible for a credit under the GO Train Service Guarantee policy?
A:     The GO Train Service Guarantee means that a GO fare credit will be available to train passengers for trips that arrive at their destination station 15 minutes or more behind schedule. The fare credit applies to delays within GO’s control; trips eligible include those delayed by:

  • equipment, signal, or switch problems
  • railcar door issues
  • train traffic
  • blocked tracks due to freight or VIA trains
  • construction or maintenance

Q:    What delays are not eligible for the GO Train Service Guarantee?
A:     We do our best to be on time, but sometimes outside factors delay our trains. Delays caused by emergency investigations, on-board emergencies, pedestrian incidents, track obstructions and extreme weather are not covered by the GO Train Service Guarantee.

Delays caused by the following will not be eligible for the Service Guarantee:

  • when the “GO Transit Adjusted Winter Storm Schedule” plan is in effect
  • when the on-board yellow emergency strip has been pushed
  • trespassing and pedestrian accidents
  • police investigations on the corridor
  • Welland Canal right-of-way for passing ships
  • previously communicated service adjustments

Q:    What fare types are eligible for credit under the GO Train Service Guarantee?
A:     Fares paid by PRESTO, day and group passes, and single-ride tickets are eligible for credit under the GO Train Service Guarantee. Monthly Passes (last month of use is December 2012) and flat-rate special event tickets are not eligible.


Q:    When do I have to tap on my PRESTO card to be eligible?
A:     In order to be considered as eligible proof of fare for the Service Guarantee, your PRESTO card must have been tapped no earlier than 15 minutes before your train’s scheduled departure.


Q:    How will I know if my trip is eligible for a credit under the GO Train Service Guarantee?
A:     PRESTO card holders may submit a claim at gotransit.com/guarantee; they will be notified within five days whether their trip was eligible. Those with paper tickets may inquire with a GO station attendant.


Q:    I take multiple trains during my one-way GO commute. If one train is late, does the credit apply to my entire journey?
A:     That depends. Credits only apply to individual train trips. For your journey, you can submit one claim for each train trip, but each train will be considered separately.


Q:    Are cancelled trips eligible?
A:     Passengers will be advised of cancelled trips prior to tapping their PRESTO card or buying their ticket. If not, PRESTO taps can be cancelled at PRESTO machines and unused tickets can be credited by a station attendant.

Boarded trips cancelled after they have departed will be eligible for a credit if the cause is within GO’s control.


Q:    Does the GO Train Service Guarantee apply to bus or train-bus trips?
A:     The GO Train Service Guarantee only applies to trips taken by train.


Q:    My commute consists of a train and then bus trip. Will I be credited for the bus ride if the train is late and I have to take a later bus?
A:     No, the GO Train Service Guarantee only applies to the train portion of your trip and does not cover missed connections.


Q:    Does the GO Train Service Guarantee apply to tickets purchased under special event fares?
A:     No, the GO Train Service Guarantee does not apply to flat-rate special event tickets.


Making a claim & credits

Q:    I am a PRESTO card holder, how do I request a GO Train Service Guarantee credit?
A:     PRESTO card holders may submit a claim at gotransit.com/guarantee within seven days of their delayed trip; you will be notified within five days whether their trip was eligible.


Q:    How do I request a credit when using a paper ticket fare?
A:     If you traveled on a day or group pass, or a single-ride ticket, you can request a credit in person from a station attendant by the end of the business day following your delayed train. If you are delayed on a Friday, Saturday, or Sunday you may make a request before the close of business Monday.


Q:    I am a PRESTO card holder, how do I know the status of my claim?
A:     While submitting your claim online at gotransit.com/guarantee, you will be given the opportunity to provide your email address for status updates; this is optional yet recommended. Your email address will not be used for any other purpose.

You can also view the status of active claims anytime at gotransit.com/guarantee by entering your PRESTO card number or a claim number.


Q:    I am a PRESTO card holder, how do I receive my credit?
A:     Once your claim status is “Approved and ready to be collected,” simply tap your PRESTO card on a PRESTO device, and your balance will be updated with your credit immediately.

Your balance will update whether you tap onto a PRESTO balance checker (yellow) or a PRESTO payment device (green).


Q:    Can I get money back for my delayed trip?
A:     Unfortunately, no. Through the GO Train Service Guarantee, we are offering a credit to use toward transit fare. PRESTO card holders will receive an update to their balance, and paper ticket holders will receive a GO fare voucher.

The value of the credit is equal to the amount paid for the particular trip.


Q:    How long after the delay can I make a claim?
A:     If you travelled using PRESTO, you can make your claim online within seven days of the delay.

For customers travelling using single-ride ticket or day/group passes, you have until the end of the next business day to request credit from a station attendant. If you are delayed on a Friday, Saturday, or Sunday you may make a request before the close of business Monday.


Q:    How will I be credited for the delay?
A:     Once approved, PRESTO card holders will have their balance updated with their next tap.

Paper ticket holders will receive either a voucher valid for travel within 90 days, or if requested, a ticket for immediate GO travel.


Q:    I take local transit to the GO Train station and received a co-fare discount off of my GO fare when I use my PRESTO card. What will I get as a GO Train Service Guarantee credit?
A:     Customers travelling from a local transit system to the GO station will receive the fare paid upon tapping at the GO station as a credit. To receive a credit for the difference between the local co-fare and the higher local transit tap on value, contact a station attendant or GO Customer Care at 1.888.GET ON GO (438.6646).


Q:    I am a PRESTO card holder, and I tapped on for my trip, but I forgot to tap off and I don’t have a default set. Can I still request a credit?
A:     A Service Guarantee credit will not be approved for a trip with no default or tap off records. Please make a claim online for the trip you took and visit a station or call us at 1.888.GET ON GO (438.6646) for assistance.


Q:    GO fare using PRESTO decreases as I use it in a month. Does this affect any potential credits for delayed trips?
A:     The value of the credit is equal to the amount paid for the particular trip. PRESTO card holders save 87.5 % for their 36th-40th trips, and 100% after that; the GO Train Service Guarantee can only credit you what you paid.


Q:    I received a credit of zero dollars. What does this mean?
A:     The GO Train Service Guarantee can only credit you what you paid for the trip. Passengers on their 41st+ trip within a month pay $0; the credit provided for these trips would be $0.


Q:    I do not have access to the internet or am unable to use the PRESTO claim site to make a claim. Can someone assist me with this?
A:     A station attendant or customer contact representative will be able to assist you and make a claim on your behalf. Please visit a station or call us at 1.888.GET ON GO (438.6646) for assistance.


Q:    My claim status says that “the trip information does not correspond to your PRESTO card’s trip history.” What does this mean?
A:     The trip you selected when completing the online claim form does not match any trips recorded on your PRESTO card.

A couple of things may have happened:

  • You tapped your PRESTO card earlier than 15 minutes prior to scheduled departure
  • You selected the incorrect trip when completing the form
  • You forgot to tap.

You may attempt to submit a claim again, and verify that the information is correct, or contact a station attendant or GO Customer Care at 1.888.GET ON GO (438.6646) for assistance.


Q:    Does getting a credit through the GO Train Service Guarantee affect my PRESTO loyalty status?
A:     No, your PRESTO loyalty status is not affected by receiving credits through the Service Guarantee.


Q:    Can I use the fare credit on my PRESTO card with other agencies?
A:     Yes, the credit placed on your PRESTO card simply updates your balance; feel free to use it on any participating transit agency.


Q:    What is the amount credited for a day or group Pass?
A:     For an eligible delay experienced while using a day or group pass, you will receive 50% of the price paid for the pass. The maximum credit for a day or group pass is the full purchase price of the pass, regardless of the number of delays experienced.


Q:    How can I see the current status of my previous claims?
A:     Visit http://gotransit.com/guarantee and select “View previous claims”. You may enter your PRESTO card number to see a list of your previous claims, or a claim number to get an update on a specific claim.


Q:    Does the GO Train Service Guarantee site work on mobile devices?
A:     Yes, the site should work on most modern mobile devices. There are some display issues with older versions of BlackBerry (OS 5.0 and older) and iOS (3.0 and Older).