Passenger Charter

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

We Promise:

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.

May 2018, year to date:

91% of our trains arrived within 15 minutes of their scheduled time; our target is 94%

95% of our buses arrived within 15 minutes of their scheduled time; our target is 94%

See how we’re keeping you on time

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.

May 2018, year to date:

We received 24 complaints per 1,000,000 boardings regarding safety; our target is 30 or fewer.

See how we’re keeping you safe

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.

May 2018, year to date:

We received 19 complaints per 1,000,000 boardings about service status communications;our target is 30 or fewer.

See how we’re keeping you in the know

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.

May 2018, year to date:

We received 27 complaints per 1,000,000 boardings about comfort; our target is 30 or fewer.

See how we’re making your experience comfortable

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.

May 2018, year to date:

85% of inquiries/concerns were resolved the first time a customer contacted us; our target is 85%.

See how we’re helping you quickly & courteously

 

Annual Passenger Charter Reports

2016/17 Annual Report
2015/16 Annual Report
2014/15 Annual Report
2013/14 Annual Report
2012/13 Annual Report
2011/12 Annual Report
2010/11 Annual Report