Service Guarantee Form

Does your trip qualify for a GO Train Service Guarantee credit?

Our Service Guarantee provides credits for train arrivals delayed 15 minutes or more due to reasons within our control. Fill out the form below to find out if your trip qualifies.

* Please note that you have seven days to make a claim from the date of delay.

Claim a Refund


Once you find out that your trip qualifies, PRESTO customers will be prompted to submit their claim online and then recevie a confirmation email. Once a claim has been approved, the price of your trip will automatically be credited back to your PRESTO card on your next tap.

Paper Tickets

Customers who purchased paper tickets can take their original tickets to a station attendant to receive a credit voucher or call our Contact Centre at 1-88-GET-ON-GO(438-6646) toll-free.

Check your station's operating hours.


Only regular fare e-tickets qualify, (excludes special event or flat-fare tickets). To submit your claim call our Contact Centre at 1-88-GET-ON-GO(438-6646) toll-free. Please ensure that you have a screenshot of your valid e-ticket.