GO Train Service Guarantee

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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.

If your train’s arrival is delayed by 15 minutes or more, we will credit what you paid for your GO train trip. Our Service Guarantee policy doesn’t apply to delays caused by extreme weather conditions, including Environment Canada advisories, watches, and warnings. This also includes severe winter weather conditions when GO Transit operates on a special schedule.

Special flat-fare tickets, including the GO + Niagara Parks Pricing Package, the Weekend Pass and Weekend Day Pass for unlimited travel, are not eligible for Service Guarantee refunds.

Eligibility

If you travelled on GO Transit and your trip was delayed, you can click on the “Check Trip” link above once the trip is complete to see if it qualifies for a credit. It may take up to 72 hours for the system to show the trip’s eligibility status. If your trip qualifies, see below for how to request a credit. 

To be eligible, if you’ve travelled with a ticket on the delayed train, that ticket must have been purchased within one hour of the scheduled departure time. To qualify for a credit on an eligible trip paid with a PRESTO card, you must have tapped on within 15 minutes of your trip’s scheduled departure time.

Special flat-fare tickets, including the Weekend Pass and Weekend Day Pass for unlimited travel, are not eligible for Service Guarantee refunds.

Requesting a credit

You can apply for a credit once the trip is complete and is confirmed to qualify for a credit, as outlined above.

Submit your claim online within 30 days of the delayed trip.

If you used a day or group pass, visit a GO station ambassador at Union Station within 30 days of the affected trip or reach out to our Contact Centre. A station ambassador can check to see if the trip qualifies for the Service Guarantee.

Credit Value

If your trip qualifies for the Service Guarantee, you will be credited the fare paid for the eligible delayed trip. PRESTO card holders in their 35+ trip discount periods will receive the reduced fare paid as credit on their PRESTO card. 

If you travelled with a paper ticket, day pass or group pass you will receive a GO credit voucher.* If you travelled with an e-ticket you will receive an e-ticket of the same value that you paid.

*Day and group pass customers will receive GO fare 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.