Service Guarantee Form

Does your trip qualify for a GO Train Service Guarantee refund?

Our GO Train Service Guarantee applies to all delayed, regularly scheduled trips, except when delays are caused by extreme weather conditions. These weather events include Environment Canada advisories, watches, and warnings, and severe winter weather conditions when GO Transit operates on a special schedule. Fill out the form below to find out if your trip qualifies.

* Please note that you have 30 days to make a claim from the date of delay. Special flat-fare tickets, including the Weekend Pass, Weekend Day Pass, and Weekday Group Pass for unlimited travel, are not eligible for a Service Guarantee credit.

Your Service Guarantee Claim 

If your trip qualifies and your claim has been approved:

For PRESTO card users, click on “Submit my PRESTO claim” above to begin your GO Train Service Guarantee claim. Once your claim has been submitted and approved, the price of your trip will automatically be credited back to your PRESTO card on your next tap.

If you paid with PRESTO contactless by tapping on with a credit card, including that card on a phone or watch, you will be credited back the fare paid for the eligible delayed trip in 7 to 10 business days after your claim is approved.

For paper ticket and e-ticket users, after you’ve submitted your claim, it will be processed and you will be contacted within three business days. If you travelled with a paper ticket, day pass or group pass you will receive a credit voucher.

If you travelled with an e-ticket you will be given an e-ticket of the same value that you paid.

If you used a day or group pass, reach out to our Contact Centre.

Have questions? Maybe we’ve already answered them on the Service Guarantee page.