FAQ
FAQ
Have questions about GO?
Find answers to some of our most commonly asked questions.
Leashed dogs are allowed on trains and buses during certain times. Service animals are welcome on board with their owners all day, every day. We encourage customers to travel with documentation supporting their needs in the event it is requested.
All other pets must be in a carrier at all times while on board.
We cannot accommodate large amounts of luggage; however, during non-rush hour service, you can bring whatever luggage you are able to carry on.
If you’re travelling with a stroller, we welcome you.
For your safety and comfort, we ask that you consider using a stroller that can be easily folded and stowed.
You can help the train depart on time by spreading out along the platform at your station and using all available doors to board if you are able.
Strollers can be brought on our bus services at any time. While travelling, infants are to remain in their car seat with their parent/guardian and strollers must be collapsible to be stored on GO Transit buses. Wagons and bulkier types of strollers are not permitted.
We welcome bikes and e-bikes on our GO Transit system. There are some times when bikes and e-bikes are not allowed on trains, which include:
- Trains arriving at Union Station between 6:30 – 9:30 a.m.
- Trains leaving Union Station between 3:30 – 6:30 p.m.
- Accessible coaches, except for customers with disabilities who have requested and received approval from Metrolinx for individual accommodation.
Foldable bicycles are allowed anytime if folded up.
To ensure everyone's safety, e-bikes need to meet some specific requirements:
- Only traditional bicycle-style e-bikes are allowed onboard GO trains and buses (pedal-driven with exposed fork-and-frame appearance). Weight limits apply - max 55kg on trains and max 25kg on buses with battery removed.
- E-bikes that resemble mopeds, motor scooters, or motorcycles are not permitted onboard trains or buses, on platforms, or in tunnels.
- Traditional bicycle-style e-bikes are only permitted on accessible coaches for customers with disabilities who have requested and received approval from Metrolinx for individual accommodation.
- All e-bike batteries must meet standard UL or CE requirements and are subject to inspection by GO transit staff before boarding.
- On buses, batteries must be removed before loading onto bike racks and must be carried with you.
Yes they are, but please carry them. For safety reasons, in-line skating or skateboarding is not allowed on GO property—including stations, terminals, parking lots, or on buses and trains.
PRESTO cards are available at all GO stations, select ticket vending machines, and at Union Station. You can also buy online at prestocard.ca; at participating local transit agencies; and at select locations of Shoppers Drug Mart.
Yes. GO e-tickets are easy and convenient ways to pay your fare; buy your ticket online and avoid the lines.
We promise to do our best to be on time, however, sometimes delays happen – including those outside our control. Our GO Train Service Guarantee applies to all delayed, regularly scheduled trips, except when delays are caused by extreme weather conditions.
Please visit the Service Guarantee page for more information.
Unfortunately, we cannot reimburse for lost or stolen tickets.
If your PRESTO card is lost or stolen, please visit prestocard.ca to find out what to do.
Yes, our station ambassadors can help with translations through an interpretive phone service.
Des renseignements par téléphone sont disponibles 24 heures sur 24. Votre appel sera transmis à un(e) agent(e) qui peut vous offrir des services en français à l’aide d’un service d'interprétation.
Appels locaux, région de Toronto: 416.869.3200
Appels interurbains sans frais: 1.888.GET ON GO (438.6646)
Le service téléimprimeur n’est pas offert en français; veuillez composer le 711 ou le 1.800.855.0511 pour accéder au service de relais Bell.
The Quiet Zone by Audible is located on the upper level of all GO trains during rush hour, Monday to Friday, from 6:00 to 10:00 am and 3:00 to 7:00 pm. You’ll experience all the regular comforts of travelling with us but with reduced noise.
Here are a few things to remember when you’re in the Quiet Zone:
- Short and quiet conversations are ok.
- Keep electronics including cell phones, tablets, and laptops muted.
- Ensure your headphone volume is so low others cannot hear it.
Free Wi-Fi is available at most GO stations and bus terminals, including Union Station.
Our new GO Plus offers free Wi-Fi on GO trains and buses and unlimited entertainment options.
Our stations and terminals cannot receive calls from the public. The fastest way to have your questions answered is to call our Customer Contact Centre.
At many stations, our staff is now spending less time behind the service counter selling tickets or doing PRESTO transactions and more time outside of it to provide more personalized assistance with trip planning, way-finding, using the fare vending machines or answering questions. Click here to learn more about the changes you may notice at GO station service counters.
Smoking of any kind, including vaping, is prohibited on GO trains and buses, and on platforms and at stations and bus terminals, including Union Station, in shelters and most pedestrian areas.
However, you may smoke or vape in outdoor parking lots, including the Kiss & Ride areas.
Thank you for respecting the health and comfort of all GO customers.
Text or call our Where’s My Bus service to find out when your GO bus is going to arrive at your stop, Park & Ride, or GO station in real-time. It’s also available for most of the school stops our buses serve.
We recommend children under 12 are accompanied by an adult when travelling on GO Transit. Children under 6 cannot travel alone.