GO Train Service Guarantee
We promise to do our best to be on time; however, sometimes delays happen.
Starting November 15, if your train arrival is delayed by 15 minutes or more, we want to credit what you paid for the trip.
Our Service Guarantee policy doesn’t apply to delays caused by reasons outside of our control, including extreme weather, emergency investigations, pedestrian incidents, track obstructions, and on-board emergencies. Read more about our policy.
Customers who paid for their trip using a PRESTO card can submit their claim online using the form below. Customers with single-ride tickets, or day or group passes may request a credit at GO stations. Read the FAQ section below for more information.
We will do our best to be on time
We want to get you where you need to be – when you need to be there. It’s our goal to be on time, and you’re always welcome to see how we’re doing. If there are delays, we will provide information about them.
|On timeWe will run more than 92% of rush hour trains within five minutes of the scheduled time.||92%||94%|
|We will have less than 1% of our scheduled trips cancelled or delayed over 20 minutes.||1%||0.9%|
GO Train Service Guarantee policy: effective November 15
We promise to do our best to be on time; however, sometimes delays happen. Effective November 15, if your train arrival is delayed by 15 minutes or more, we want to credit what you paid for the trip.
The GO Train Service Guarantee applies to delays 15 minutes or more within the control of GO Transit and its partners.
The Service Guarantee policy does not apply to:
- 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
- missed connections
- bus trips, and
- trips cancelled prior to departure
- special event flat-fare tickets
To be eligible for credit 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.
Requesting a Credit
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 credit at GO stations by the end of the following weekday.
Customers 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.
Customers using single ride tickets will receive a credit voucher redeemable for the trip on which a delay was experienced.
Day and group pass customers will receive credit vouchers for one half of the pass price for a delayed trip, up to a maximum of two trips.
Have questions? Maybe we’ve already answered them on the Service Guarantee page.