Metrolinx announces improvements to GO train Service Guarantee

Starting today (Oct. 7), Metrolinx is expanding the list of types of delays that are eligible for a refund through the Service Guarantee program.

Transit delays happen, and now it’s a bit easier for GO train customers to get a refund.

Starting today (Oct. 7), the GO train Service Guarantee is expanding to include all regularly scheduled trips delayed by 15 minutes or more – regardless if the delay is caused by GO Transit.

In the past, the Service Guarantee only applied to delays specifically caused by GO, like signal or switch problems, door issues, and mechanical failures. Now it also covers things like police investigations, on-board emergencies, and pedestrian incidents.

Only delays caused by extreme weather conditions, like Environment Canada advisories, watches, and warnings, or when GO Transit operates on a special schedule in severe weather, will be ineligible for reimbursement.

a GO train waits at a Union Station platform, before heading back out into the snow.
In this shot taken in early 2020, a GO train waits at a Union Station platform, before heading back out into the snow. (Metrolinx photo)

Customers who travel on GO trains using PRESTO, a paper ticket, e-ticket, or a day or group pass can submit a claim for the fare they paid for an eligible, delayed trip.

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

All the details on how to submit a claim for a delayed train trip are available at gotransit.com/serviceguarantee.

Story by Kate Manicom, Metrolinx communications senior advisor