Customer Charter

Collage of photos of different GO Transit employees, including a Transit Safety Officer, a bus driver and customer service representatives.

The Metrolinx Customer Charter is at the heart of everything we do at GO Transit. All of the decisions we make are to support our five promises to you:

Our Customer Charter.  For more information, visit metrolinx.com


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 up-to-date information.

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 times from trained staff should you need help.

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.

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.

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.


With each of these promises come key performance standards that evaluate how we’re doing. If there are areas to improve in, a plan is put into place to make it happen. Take a look at our full Customer Charter, performance standards and results, here.