February 2-4 Service Disruption

Metrolinx is proactively refunding GO train customers who travelled during the unprecedented service disruption on Feb. 2 and Feb. 3. Refunds will also be issued for select trips on Feb. 4. The refunds will be processed on your behalf with no action required by you. 

You can expect to see the refund within the next five to 10 business days - on the same method of payment used to tap on a PRESTO device. You do not need to submit a GO Transit Service Guarantee claim to receive this refund. 

You can check the status of your refund through your PRESTO Account, PRESTO App or by reviewing your bank or credit card statement. 

• If you already received a refund for travel on these dates, you will not receive a duplicate credit. There is no further action required if you previously submitted a GO Transit Service Guarantee claim.  
• Refunds to physical PRESTO cards will be applied automatically the next time the card is tapped on a PRESTO device. If you are unable to tap your card within 60 days, you can call the contact centre. 
• Refunds to credit, debit or digital PRESTO cards will appear in your accounts within five to 10 business days. 

You can still submit a GO Transit Service Guarantee request if you did not pay your fare by tapping onto a PRESTO device (for example, if you used an e-ticket or paper ticket). Select trips on Feb. 4 eligible for automatic refunds  

 If you tapped with your PRESTO, credit or debit card on one of the following trips, your refund is already on its way and will be in your account within five to 10 business days: 

You do not need to submit a GO Transit Service Guarantee claim to receive this refund. 

You can still submit a GO Transit Service Guarantee request if you did not pay your fare by tapping onto a PRESTO device (for example, if you used an e-ticket or paper ticket). 

Thank you for your patience during last week’s unprecedented service disruption and understanding as we safely navigated the restoration of full service.  

Our Guarantee

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, Weekend Day Pass, and Weekday Group 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 physical PRESTO card, PRESTO in Mobile Wallet or PRESTO contactless with a credit or debit card, including that card on a phone or watch, you must have tapped on within 15 minutes of your trip’s scheduled departure time.

Special flat-fare tickets, including the Weekend Pass, Weekend Day Pass, and Weekday Group 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, please reach out to our Contact Centre.

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 physical PRESTO card or PRESTO in Mobile Wallet. 

If you paid by PRESTO contactless with a credit or debit card, including that card on a phone or watch, you will be credited the fare paid for the eligible delayed trip. 

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 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.