Step one: Submit your inquiry or feedback to GO Transit 

At GO Transit, your voice matters. We are committed to providing excellent service and continually improving your experience with us. Whether you have a question, request, or feedback about your trip, we want to hear from you. You can reach us through your channel of choice.  

Please note: The hours of operation listed below are subject to change.

Here’s how you can contact us: 

1. Online 

The quickest and most convenient way to share your feedback is through our online form.  

For non-urgent inquiries and comments: 

• Visit the GO Customer Comment form for GO-related inquiries 
• Select the category/reason that best fits your inquiry. 
• Fill out the form with as much detail as possible to help us respond to your request. 

Our Contact Centre representatives handle customer comments, complaints, and suggestions for GO Transit.  

Please note:  

• For urgent inquiries or time-sensitive feedback, please call our Contact Centre.  
• To report a crime or security concern, call Customer Protective Services at 1-877-297-0642 or text 77777.  
• Call 911 for life-threatening emergencies and crimes in progress. 

2. By Phone 

Prefer to speak with someone directly? Our Contact Centre is here to help. 

Phone:  

• Toll-free: 1-888-GET-ON-GO (438-6646) 
• Toronto (local calling area): 416-869-3200 
• Telecommunications Relay Service number: 1-800-855-0511 

Hours of Operation: 

• Monday to Friday: 8 a.m. - 8 p.m. 
• Weekends and Holidays: 9 a.m. - 5 p.m. 

Our Contact Centre representatives can assist with general inquiries, trip planning, fare questions, and more.  

Our automated self-service information is available 24 hours a day. 

Need service in another language?  We offer support in many languages. Just let us know when you call the Contact Centre, and we will connect you with an interpreter to assist during your conversation. 

3. In Person 

You can visit our Customer Service Center at Union Station (York Street Entrance) at: 

35 York Street,  

Toronto, ON, M5J 0C7  

Find on Google Maps 

Hours of Operation: 

• Monday to Friday: 5:45 a.m. - 12:45 a.m. 
• Weekends and Holidays: 6:00 a.m. - 12:45 a.m. 

You can also provide feedback or ask questions in person by speaking with a station ambassador. They are available at most major stations and are happy to assist or direct you to the right contact for follow-up. 

4. On Social Media 

We are active on social media and welcome your comments or questions. You can reach us online at: 

• Twitter/X: @GOtransit 
• Facebook: facebook.com/GOtransitOfficial 
• Instagram: @gotransit 

Hours of Operation: 

• Monday to Friday: 8 a.m. – 8 p.m. 
• Weekends and Holidays: 9 a.m. - 5 p.m. 

For privacy reasons, we may ask you to continue the conversation through direct message or direct you to the Customer Comment form for more detailed concerns. 

5. By Mail 

For letters or documentation, you may send mail to: 

GO Transit Customer Relations, Metrolinx  20 Bay Street, Suite 600  Toronto, ON M5J 2W3  Canada 

Step two: Processing your inquiry and feedback

When submitting your inquiry or feedback, you can either indicate that you do not require a response or provide your contact information to receive a follow up via your preferred method of communication. Either way, the Contact Centre team will input your name, email, mailing address, and phone number (if applicable) and your feedback into our Customer Relationship Management system and share your feedback with the appropriate department for their review and response (if required). If you would like, we can provide a case number to you so that you can reference it when communicating with the Contact Centre representatives.  

There are some circumstances that a “No Response Required” case may warrant a response; for example, when the case is safety related or otherwise considered high priority. Under these circumstances we will reach out to you for a follow up. 

If you indicate that you would like a response, our goal is to get back to you within 5 business days. If our Contact Centre representatives need more time to investigate, engage internal teams and respond to your request, they will contact you via your preferred method of communication to follow up and/or provide an update. 

Some inquiries (such as Safety and Security, Accessibility, and Human Rights concerns) are considered high priority. Our Customer Relations representatives will assess these inquiries and determine the priority level.  

Accessibility Feedback 

Accessibility feedback is received through all Metrolinx customer feedback channels and relayed to the appropriate teams. If you require an alternative format or other accessibility assistance, please let us know at accessibility@metrolinx.com or through the Contact Centre. 

For more information about Metrolinx’s commitment to accessibility, our accessibility plans and public meetings, and to learn how you can join our Accessibility Advisory Committee, please visit the Metrolinx Accessibility webpage. We collect feedback from the Accessibility Public Meetings and from Community Engagement Offices. You can also contact us through email at accessibility@metrolinx.com for any accessibility related questions, concerns or requests.  

Step three: Responding to your inquiry or feedback 

Our goal is to respond to your inquiry or feedback at the first contact with our Contact Centre. If an inquiry warrants further investigation and requires engaging other internal teams, we will share your request with the appropriate departments. Once we have completed our investigation and received a response from the appropriate team, the Contact Centre representatives will share the response with you through your preferred method of communication (phone, email, or mail). 

Step four: Escalation process

If an inquiry warrants a response from us and requires an investigation or action from an internal team, the case will be delegated to the appropriate department. If no response is received, our Contact Centre representatives will escalate the issue to their Senior Team Leads, and if further escalation is required, Senior Management will be engaged in the process to ensure adequate response is provided or appropriate action is taken on the customer inquiry. 

Step five: Driving improvements through your feedback 

Every comment, suggestion, or concern you share helps us deliver better, safer, and more reliable service. Your input is valuable to us - it is not just responded to; it makes a difference. 

We regularly analyze customer feedback and identify trends through our Customer Satisfaction and Voice of the Customer programs. Insights from your comments, suggestions, and concerns are aggregated and shared with teams across Metrolinx to guide service improvements. We track action items through to resolution and report on outcomes, ensuring your voice helps shape a better travel experience for everyone.