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114 We promise to do our best to be on time; however, sometimes delays happen. If your train arrival is delayed by 15 minutes or more, we want to credit what you paid for the trip. Eligibility 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 GOâs control, including extreme weather, emer- gency 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. Credit Value 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. A p p e n d i x e GO Train Service Guarantee Policy Source: GO Transit (n.d.-b)
GO Train Service Guarantee policy 115 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 weâve already answered them on the Service Guarantee page.
