FAQ

Visit our Accessibility section.

What if I need assistance while travelling?

A passenger with disabilities needing a companion and/or a specially trained dog for assistance may bring either or both along free of charge.

If you are bringing a companion for assistance, your GO ticket seller can endorse your single-ride or day pass as a "party ticket." It will be marked so two people can ride with one ticket or pass.

What if I run into an emergency while using GO service?

Visit Safety & Security for details.

May I bring my pet on the GO Train or GO Bus?

We allow animals on board our trains and buses when they are in enclosed, secure containers that do not inconvenience other passengers. Containers are not needed for seeing-eye, hearing-ear, or special-needs dogs required by passengers for independent travel.

How much luggage can I take on the GO Train or GO Bus?

We do not have the facilities to transport large amounts of luggage; however, passengers travelling in non-rush-hour times may travel with objects that they are able to carry on. Strollers can be brought on our service anytime, but they must be collapsible to fit on the GO Bus.

Will a bus driver assist a passenger with baggage?

When sufficient space is available, as a courtesy, GO Transit bus drivers can assist in loading and unloading articles into the underfloor compartment or into the bus.

Please note: Not all GO Buses have an underfloor compartment.

When waiting at a bus stop or shelter, it's important to make sure the GO Bus driver sees you.

Move outside the bus shelter when you see your bus coming. This is especially important when there is an advertisement on the shelter blocking the driver's view, and at night or in bad weather, when visibility might be poor.

Flag your bus down to get your driver's attention. Because GO Buses often share the roads with your local bus system, drivers sometimes aren't sure if you're waiting for a GO Bus or a local transit bus. Once you see your bus, wave at the bus driver and try to establish eye contact.

What are some of the reasons for train delays?

On occasion, GO Transit experiences rail service delays. These delays can occur for many reasons and their impact could be system wide or more localized with minimal impact on trips. Some of the most common reasons for delays include signal failures, track work, construction, equipment problems or failure, severe weather, and police investigations.

To keep customers informed, GO Transit provides service update information in a variety of ways.

Do you modify train and bus schedules when delays occur?

GO makes every effort to maintain published schedules; however, we are not able to guarantee that service disruptions or schedule changes will not occur due to uncontrollable circumstances such as accidents, road and track conditions, or weather. GO Transit may modify schedules without notice, and cannot accept responsibility for any delays or resulting inconvenience which may occur.

How does extreme hot or cold weather impact train equipment performance and railway track conditions?

Extreme temperatures, over an extended period of time, can have a negative impact on our equipment and service.

Extremely hot weather conditions, can cause metal (including railway tracks) to expand. In extreme cases of heat stress, expansion of the steel railway tracks can result in buckling or twisting of the steel rail itself. When the temperature exceeds 30 degrees Celsius, train equipment lubrications may start to breakdown, eventually resulting in increased friction. This increased friction stresses the component performance and may increase the possibility of mechanical failure of the equipment itself.

In extreme cold temperatures, the reverse impact can occur metal is at risk of shrinking and breaking.

GO Transit monitors the weather conditions on a daily basis. When we see a higher probability for hot or cold stress impacts on our track or rail equipment, we further increase track inspection vigilance. We may also impose precautionary slower speed restrictions on the trains themselves until the weather conditions regulate.

I have a large group of 15 people. What should I do?

When a group of 15 or more passengers is planning to travel on GO, we recommend giving us 24 hours notice. Contact GO Transit’s call centre who will take your details. Contact us for more information.

Will you guarantee the service if I register my group in advance?

We make every effort to accommodate large groups, but we cannot guarantee sufficient space.

Can the tickets for group travel be purchased in advance?

Two-ride or 10-ride group tickets may be purchased anytime. Group single-rides or day passes are sold on the day of travel only, and groups must be at the station at least 30 minutes ahead of the scheduled departure time. Visit our Fares section for more information.

What about a group of school children?

A group of 20 or more children under 12 years old or attending elementary school may travel on a group ticket. The rate per child is the regular child fare (half the adult fare). The group ticket must be purchased on the day of travel at least 15 minutes before departure.

Your group must have adequate supervision. Adults pay the regular fare.

We require 24 hours notice and there must be space available. GO Transit’s call centre will take your details. Contact us for more information.

Where is your Lost & Found?

All lost articles are handled through our Lost & Found department at the Customer Service Centre in Union Station. All items must be claimed through Lost & Found.

Union Station, 140 Bay St., Toronto
In Customer Service Centre, just inside Bay St. entrance

Weekdays 7 a.m. to 8 p.m., 416.869.3600 ext 7273
If you're calling long distance while our call centre is open, dial 1.888.GET ON GO (438.6646). Ask an operator to transfer you to extension 7273.

What happens if I lose my ticket?

Unfortunately, GO cannot reimburse customers for lost, misplaced, or stolen tickets.

Can I get a refund on rides I haven't used?

GO Transit offers refunds on unused portions of 10-ride tickets and monthly passes. These are the only ticket types that are eligible for refunds. Please see our Fares section for more information.

Des renseignements téléphoniques sont disponibles 24 heures sur 24. L'information automatisée est offerte en anglais, et un service d'interprétation est offert lorsque vous appelez nos renseignements téléphoniques assistés.

Appels locaux, région de Toronto: 416.869.3200
Appels interurbains sans frais: 1.888.GET ON GO (438.6646)
Le service téléimprimeur n’est pas offert en français; veuillez composer le 711 ou le 1.800.855.0511 pour accéder au service de relais Bell.

Is it OK to rollerskate, in-line skate, or skateboard on the GO system?

For safety reasons, we do not allow rollerskating, in-line skating, or skateboarding on GO property, including stations, terminals, parking lots, and on board buses and trains. If you have these items with you, please carry them.

If I buy a ticket, will I always get a seat?

During peak hours, GO Transit service can be over passenger capacity, which may result in not all passengers having a seat. Unfortunately, GO cannot guarantee each passenger a seat. Seating is offered on a first-come, first-served basis.

As a courtesy, we ask passengers to give up their seat for a customer with mobility difficulties or expectant mothers. There are also designated courtesy seats on each railcar near the doors. On accessible railcars, priority seating is intended for individuals with a wheelchair or scooter, so they are able to safety secure their device.

Why is GO making so many service changes?

GO is making a series of minor adjustments to the train schedule across the system to better reflect the actual travel times.

In GO Transit’s 43-year history, there has never been a comprehensive overhaul of GO’s train schedules. Over this time, the growth of our service network, the increase of ridership and the addition of longer trains are some of the factors in needing to update operations. These adjustments will allow GO Transit to meet the needs of our customers.

GO is making tough decisions to meet the changing needs of customers across the region, and it requires an examination of resources and looking to use them more efficiently.

We are working towards a goal of a fully-integrated regional transportation system across the Greater Toronto and Hamilton Area (GTHA) and this requires optimizing the services already being offered by our regional transit partners.

What are you doing with all the buses and trains from eliminated routes?

The resources used to operate those services are being moved to other areas where customer demand has increased.

Where can I find up-to-date information about GO Train and Bus service?

Information and updates are provided in several ways, such as:

At stations:

• Announcements
• Electronic signs

On trains:

• Train crews will make necessary announcements as information becomes available to them.

GO website:

• GO Transit’s website has a service status page that is updated regularly with information about current service.

E-News:

• E-News is an e-mail subscription service that lets you sign up for timely, customized news about the service you use. Customers who register for E-News will receive e-mail or text message alerts about any major delay, service improvements, new schedules, and construction notices. Sign me up!

To go along with our goal of providing safe and comfortable transportation for our customers, smoking is prohibited on all GO Transit property except areas designated for smoking.

For many years, smoking has been prohibited on our trains and buses, in GO station and bus terminal buildings, inside platform shelters, and on the platforms in Union Station.

Smoking is no longer allowed on any bus and train platforms or any other pedestrian areas. You may smoke in outdoor parking lots, including the kiss & ride lanes.

Thank you for respecting the health and comfort of all GO passengers.

Can I phone my station or terminal directly?

Our stations and terminals cannot receive calls from the public, but our Contact Centre staff are please to assist you by phone. Contact us.