GO Transit Cancellation and Refunds

Involuntary Cancellations

If your train or bus service is canceled by GO Transit:

• Passengers can reschedule the trip without extra costs or request a refund.
• Refunds can be issued to the original payment method or as a credit voucher for future travel.

Voluntary Cancellations

Paper Tickets:

• Refunds for unused tickets are available at ticket counters within specific timeframes.
• Refund policies may vary based on the fare type.

E-Tickets:

• E-tickets are non-refundable and have no redeemable cash value.
• Once activated, they are valid for travel within the specified timeframe but cannot be refunded.

Special Promotions or Passes:

• Tickets purchased under promotions like the Weekend Pass or Group Pass are non-refundable.
• Service guarantee credits do not apply to promotional tickets.

GO Train Service Guarantee

Eligibility:

• Passengers are eligible for refunds if their train is delayed by 15 minutes or more.
• The Service Guarantee applies to regular scheduled trips, excluding delays caused by:
  • Extreme weather conditions.
  • Other uncontrollable circumstances (e.g., emergencies).

Refund Process:

• Visit the Service Guarantee Page to submit a refund claim.
• Refunds are issued as credits or to the original payment method.

Refund Timeframes

• Refunds are typically processed within 7-10 business days.
• For PRESTO-related refunds, check your PRESTO account or contact PRESTO Customer Service.

How to Request Go Transit Refunds?

For E-Tickets:

• Submit your request via the GO Transit Customer Service Form.
• Include ticket details and reasons for the refund request.

For Paper Tickets:

• Visit any GO Transit ticket counter with the original ticket.
• Refunds may not be available if the trip has already begun.

Key Points to Remember

• Cancellations must be made at least 15 minutes before departure for voluntary refund eligibility.
• Refunds are processed according to the terms of the purchased fare type (e.g., adult, senior, promotional).
• Refund policies for e-tickets are stricter than for paper tickets.

Contact Information for Refunds

• Customer Contact Centre:
  • Toronto Local: 416-869-3200
  • Toll-Free: 1-888-438-6646
• PRESTO Inquiries:
  • Phone: 1-877-378-6123
  • Webchat: PRESTO Support

For more detailed information, visit the GO Transit Refund Policy Page.

Ticket Changes

Tickets can be adjusted online or at ticket counters up to 15 minutes before departure. Fare differences may apply.

E-Tickets and Passes:

• Changes cannot be made once the e-ticket is purchased.
• Ensure your travel details are accurate before confirming the purchase.

Paper Tickets:

• Modifications can be made at ticket counters before the departure time.
• Fare differences may apply depending on the change.