Delayed GO Transit train customers can now file service guarantee fare claims online
Posted April 14, 2022 12:37 pm.
Last Updated April 14, 2022 1:27 pm.
Nearly a decade after GO Transit’s train service guarantee was launched, certain delayed customers will now be able to file claims for fare reimbursement online.
According to an update published by the regional transportation agency on Thursday, riders looking to file a claim for eligible trips will no longer have to go to Union Station to do so. Instead, the claim can be filed on the GO Transit website.
Under the policy, if a customer’s regularly scheduled trip is delayed by 15 minutes or more (except for trains affected by extreme weather or when the weather means implementing a special schedule) a claim can be filed and GO Transit will credit the customer the fare that they paid.
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Another requirement under the policy is that the customer must have tapped their Presto card within 15 minutes of the scheduled train’s departure time or they must have bought a paper ticket within an hour of the scheduled time.
For customers who buy weekend passes or other special flat-fare tickets, such as the combination of GO Transit and Niagara Parks pricing package, those don’t fall under the service guarantee program.
Also as part of Thursday’s announcement, the timeframe to file a claim was expanded to 30 days from seven days. Officials noted it can take up to three days for eligible train trips to be posted on the GO Transit website.
