We promise to do our best to be on time; however, sometimes delays happen. If your train arrival is delayed by 15 minutes or more, we will refund what you paid for the GO train trip.
The GO Train Service Guarantee applies to a train trip delay of 15 minutes or more within the control of GO Transit and its partners.
- Train delays caused by reasons outside of GO’s control, including extreme weather, emergency investigations, pedestrian incidents, track obstructions, Welland Canal boat traffic, and on-board emergencies.
- Trips on multiple corridors (only 1 trip at a time)
- Missed connections
- Bus trips
- Train trips cancelled prior to departure
- Special event flat-fare tickets or passes purchased online or in-person (ie. Sunday Funday)
To be eligible for a refund under the GO Train Service Guarantee, PRESTO card holders must tap on no sooner than 15 minutes prior to the scheduled departure time of the delayed train in question. For customers travelling using a single-ride ticket, that ticket must be purchased within one hour of the scheduled departure time.
You can apply for a refund once the trip is complete and available on the Service Guarantee site. Please note that if you are trying to obtain a refund any time before than it will not work.
Requesting a Refund
Customers who paid for their trip using a PRESTO card can submit their claim online using the form at gotransit.com/guarantee within seven days.
Customers with single-ride tickets or day/group passes may request a refund at GO stations by the end of the following weekday.
Customers will be refunded the fare paid for the eligible delayed trip. PRESTO card holders in their 35+ trip discount periods will receive the reduced fare paid as refund. Customers using single ride tickets will receive a refund voucher redeemable for the trip on which a delay was experienced.
Day and group pass customers will receive refund vouchers for one half of the pass price for a delayed trip, up to a maximum of two trips.
Have questions? Be sure to check out the Service Guarantee site for more details.