GO Transit users from Pickering, Ajax, Whitby and Oshawa will now get a refund if trains are late


Published October 7, 2021 at 2:25 pm

Commuters from Oshawa, Whitby, Pickering and Ajax will join with all GO train users in getting a refund if their train is 15 minutes late.

The program rolls out today (Oct. 7) and will see GO Transit hand out the refund if a scheduled train is delayed for almost any reason.

The program is part of Go Transit’s Service Guarantee that is being expanded to attract commuters back to the train after more than a year of reduced ridership due to the pandemic.

Refunds will be given if the delay is caused by GO or some other factor.

Only delays caused by extreme weather conditions or when GO Transit operates on a special schedule in severe weather, will be ineligible for reimbursement.

 “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,” Metrolinx officials say. Metrolinx is the Crown agency responsible for transit in the Greater Toronto Area.

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. 

Details on how to submit a claim for a delayed train trip are available here.

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