FAQ

Looking for GO info? Please see the list of topics below. Can’t find what you are looking for? Please contact us so we can help.

Accessible service (including companions and specially trained dogs)

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.

Animals

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.

Automated Next-Stop Information and Announcements on GO Buses

What is the real-time passenger information system?
The real-time passenger information system announces and displays stop information on buses, keeping you in the know on the GO.

Why has GO Transit installed the real-time passenger information system?
You asked, we listened. Automated onboard signage and announcements will keep you in the know, on time and comfortable, improving how we operate and enhancing the customer experience for all. The system ensures that all passengers, including those with vision and hearing loss, will have access to next-stop information on GO vehicles, fulfilling standards set in the Accessibility for Ontarians with Disabilities Act.

When will the real-time passenger information system be coming to my bus/route?
The full activation of the information system across the GO Bus network will begin on November 5, 2014. 

I've noticed that my stop name is both announced and shown differently than what I'm used to.  Why is this?
Some stop names may be different than in the schedules. These changes have been made to better reflect specific location, closest intersection, major landmarks and/or nearby signage, making your GO journey easier.

Examples of Bus Stop Name Adjustments
Stop Type Old Stop Name New Stop Name
Bus Stop (at intersection) Oakville - Trafalgar Road and Postridge Drive Trafalgar Rd. @ Postridge Drive
Bus Stop (at major landmark) Mississauga - Erin Mill Parkway and Credit Valley Road Erin Mills Parkway @ Credit Valley Road (Credit Valley Hospital)
Park & Ride Grimsby Park & Ride S. Service Rd. @ Casablanca Ave GO Park & Ride
Major Location Waterloo - University Avenue at Hazel Street Wilfrid Laurier University
Bus Terminal   Yorkdale GO Bus Terminal
GO Station   Pickering GO

My new bus stop name is not what appears on my online schedule at gotransit.com.  Are GO schedules being updated with these changes?
GO is working to update all schedules and timetables to reflect the bus stop name changes.

The (visual) real-time passenger information system equipment on my bus is not displaying anything. Why is that?
To routinely test the system, we may be turning the equipment on and off at times.  The equipment may just be turned off.

Can the volume be adjusted for the audio announcements?
Yes. The audio system responds to noise levels in the bus and automatically adjusts to make your trip with us as comfortable as possible.

What can I do if I hear or see inaccurate next stop information or would like to give feedback on the real-time passenger information system?
We encourage you to contact us online at gotransit.com/tellus.

How will this system address accessibility concerns and standards set in the Accessibility for Ontarians with Disabilities Act?
The system ensures that all bus passengers, including those with vision and hearing loss, will have access to next-stop information onboard GO vehicles.

Is the GO Transit next-stop information and announcements system the same as those used by other
transit agencies, like the TTC?

They are very similar. The TTC system is provided by a different company, and it is tailored for an urban environment. YRT’s system that is closer to ours. It is provided by the same company and has most of the same features.

Baggage, other large objects

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.

Carpool to GO

Why is GO Transit implementing carpool parking?
We recognize that demand for parking spaces at many of our stations exceeds supply. While there are plans to expand parking in some locations, many have little or no room for expansion. We are exploring a variety of solutions to address this issue, including partnerships with local transit, additional bike parking and now, assisting and encouraging our riders to share a ride to/from the station.

There is already too little parking at my station, why are you taking away more spaces?
Carpool parking does not reduce the number of parking spaces but allows more GO passengers to access the station with the same number of spaces. The spaces revert to general use at 9:30 a.m. By encouraging people to share rides, we are reducing the number of cars travelling to our lots and therefore increasing the available parking for those who are unable to carpool.

What stations are getting carpool parking and when will my station get carpool parking?
Agincourt, Aldershot, Aurora, Barrie South, Bradford, Bramalea, Brampton, Bronte, Centennial, Burlington, Clarkson, Cooksville, Dixie, East Gwillimbury, Eglinton, Erindale, Etobicoke North, Guildwood, King City, Langstaff, Lincolnville, Lisgar, Long Branch, Maple, Malton, Markham, Meadowvale, Milton, Milliken, Mimico, Mount Joy, Mount Pleasant, Newmarket, Oakville, Oriole, Oshawa, Port Credit, Richmond Hill, Rouge Hill, Rutherford, Scarborough, Stouffville, Streetsville, Unionville and Whitby currently have carpool parking. New stations will be added throughout 2013 and 2014.

How many parking spots will be offered?
Carpool parking will be provided based on demand and the amount of parking available.

How do I get a carpool parking permit?
You can apply online for a free carpool parking permit.

Please allow three to four weeks for processing and delivery of your permits.

How much does a permit cost?
Carpool parking permits are free.

How do I find a carpool partner?
Smart Commute offers a free online ride-matching service that can assist you in finding a carpool partner.

What if I am already carpooling?
If you are already sharing a ride to your GO station with a friend, colleague, neighbour or family member, you can apply for a carpool parking permit!

Am I guaranteed a parking spot if I have a permit?
No, carpool parking spots are available on a first-come, first-served basis before 9:30 a.m. from Monday to Friday. After 9:30 a.m., the spaces marked for carpooling become available to anyone.

When can I park in a carpool parking spot?
You can only park in a carpool parking spot if you have a permit AND are carpooling that day. You must have a carpool hang tag in your car to use a carpool parking spot and one will be issued for each car in your carpool. Please note that GO parking facilities are only available to those accessing GO Transit services. Tickets will be issued for misuse of carpool parking.

Do I need to commit to carpooling every day?
No, you do not need to commit to carpooling everyday – you can carpool when it is convenient for you and your carpool partner. Keep in mind, however, you can only park in a carpool parking spot on days you carpool and with a permit (prior to 9:30 a.m.).

How do I keep my carpool permit valid?
In order for your permit to remain valid, you must complete a GO Transit survey. The surveys allow GO Transit to ensure we are providing the appropriate amount of carpool parking at each station. If you do not, your permit will be revoked and you will be ticketed if you park in a carpool parking spot prior to 9:30 a.m.

Is this project related to the existing Ministry of Transportation (MTO) carpool parking lots?
No, it is not connected to the MTO carpool parking lots. If you would like information on the MTO carpool parking lots, you can visit their website.

What do I do if I see people driving alone parking in the carpool parking spots (with or without a carpool parking permit)?
If it is after 9:30 a.m., GO customers are free to use the carpool spots even if they are not carpooling and do not have a permit. If it is before 9:30 a.m., you can contact Transit Safety Dispatch at 1.877.297.0642 - (24 hours a day).

What if I park in a carpool parking spot prior to 9:30 a.m., without a permit or with a permit but no passenger?
You can only park in a carpool parking spot if you have a permit and are carrying one or more passengers before 9:30 a.m., Monday to Friday, excluding holidays. If you park in a carpool parking spot prior to 9:30 a.m. without a permit or without at least one passenger using the GO Transit system, your car may be ticketed or towed.

Delays

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. See the "Service update information" tab below.

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.

Electric Vehicle Charging Infrastructure at GO Stations

Why is GO Transit implementing Electric vehicle Charging?
The Big Move, Metrolinx’s regional transportation plan for the GTHA, focuses on building a sustainable transportation system to lower our carbon footprint, conserve resources, and contribute to a legacy of a healthy and clean environment for future generations. Metrolinx is also supporting the Government of Ontario’s vision for electric vehicles in the province, to support the creation of jobs and reduce greenhouse gas emissions. The government's vision is for one of every 20 vehicles on our roads to be an electric vehicle by 2020. This pilot provides Metrolinx the opportunity to lead by example and demonstrate the viability of electric vehicles.

There is already too little parking at my station, why are you taking away more spaces?
EV Charging is an additional service for our customers, increasing options for accessing GO Rail stations, along with carpooling, car-sharing, kiss-and-ride facilities and bicycle storage. It helps complete the range of environmentally friendly options for station access by including customers who have no choice but to drive.

What stations are getting EV Charging and when will my station get EV Charging?
Metrolinx will be rolling out Ev charging at ten stations in two phases:

  • Fall 2013: Aurora, Centennial, Lincolnville, Oakville, Whitby
  • Winter 2014: Ajax, Burlington, Pickering, Erindale and Clarkson

How many parking spots will be offered?
Each of the pilot stations will have two parking spaces available for charging.

How do I pay for charge my EV?
The cost for a charging session is $2.50. Users will wave a credit card (Mastercard, AMEX or VISA) or smart card (purchased through Chargepoint) over the reader to access the charger to pay. At this time, connecting the Chargepoint system to PRESTO cards is not feasible.

How do I get a membership from Chargepoint?
You can apply online for a free Chargepoint membership. Please allow 7-10 business days for processing and delivery of your membership.

How much does a membership cost?
Chargepoint membership is free.

How do I find other charging stations in the GTHA?
Both the CAA and Chargepoint have interactive maps showing charging station near you.

Am I guaranteed a parking spot if I have an EV?
No, EV spots are available on a first-come, first-served basis. You can check availability of the charging units on the Chargepoint website or mobile application.

What do I do if I see a non-EV parked in the designated spot?
You can contact Transit Safety Dispatch at 1.877.297.0642 - (24 hours a day).

GO Apps

In the know on the GO. We've got an app for that!

Using official data from GO Transit, the GO Mobile application allows you to:

  • View schedules
  • Bookmark favourite schedules
  • See Union departure information
  • See service updates
  • Set arrival alerts for your final destination
  • Use text-to-speech functionality

All on your BlackBerry*, iPhone, Android or Windows device!

To download our free GO Mobile application or to find out more information, click here.

ATTN: iPhone users with iOS 8

An issue has been identified on the GO App, where iPhone users with iOS 8 are having difficulty accessing GO schedules beyond those for the current date. Upgrades are underway to rectify this. In the meantime, you can access our new mobile website, gotransit.com, from your iPhone for complete schedule information.

Developer Resources

GO Transit has resources available for developers to build their own mobile applications by promoting the use of transit-related information.

Currently, our resources include a schedule published in the Google Transit Feed Specification (GTFS) format. To start using our GTFS data, please click here.

GO eSignage

What is the difference between the old sign and the new one?
The new sign has a number of new features; including, a list of upcoming train trips with expected arrival times, real-time information during delays of 5 minutes or greater, station and track information.

My train is delayed 4min. Why is it showing as "On Time"?
The new sign displays delays of 5 minutes or greater only.

My train is delayed 7 minutes. How come there's no reason posted?
The new sign displays reasons for delays of 10 minutes or greater only.

What does "No Data" mean?
No Data means the signal for a train is not transmitting accurately and we are unable to provide the expected arrival time at your station.

What does "Expected Time" mean?
Expected time is the estimated arrival time of the train trip. This is not an exact time.

I know trains are operating. Why is the sign blank?
If trains are scheduled to operate during the time that the sign is blank then this sign is experiencing technical difficulties and we recommend that you listen to stations announcements for further instructions.

Why aren't all the messages translated to French?
Most standard delay messages have been scripted ahead of time and have been translated to French; however, there are times when messages will require additional details. These messages will not be translated.

Are these signs 100 % accurate?
This sign is in test mode and may not always be accurate. During those times station announcements will be made to provide more information.

Does this sign show bus info?
This sign only displays train information at this time. Please refer to posted schedules for bus departure times.

*New* GO Mobile Website

GOTransit.com is now available in an easy-to-use mobile format.

Smartphone and iPad users accessing gotransit.com will be automatically redirected to the mobile site.

Why has GO launched a mobile website?
When accessing gotransit.com from a mobile device, the desktop presentation of information is not always user-friendly. This mobile site creates a mobile-web experience that is easier for you on-the-go.

What is the difference between the mobile site and the GO Mobile Application?
The GO Mobile Application has to be downloaded from the Application store on your mobile device. This free application provides information about your commute on GO Bus and Train.

The mobile site and GO Mobile Application both provide customers with easily-accessed information.

Will this mobile site work on my device?
The site supports iPhone/iPad/iPod on iOS 6.0 or higher; Android devices on OS 2.1 or higher; and BlackBerry devices on OS 6.0 or higher.

How do I make the text larger or smaller?
At the bottom left side of each screen on the mobile website, you will see two icons. The smaller A will shrink text; the larger A will enlarge text.

How can I get back to the home screen quickly?
At any point while using the mobile website, you can click the GO logo at the top left side of the screen to return to the home screen.

Can I access GO’s social media through the mobile site?
Yes, you can. You can click on any of the social media tabs, found at the bottom of the home screen, to access our Facebook, Twitter, Instagram and Flickr accounts.

Will the mobile site show any schedule changes?
Yes, you can find detailed schedule change information, including special event service, by clicking on the Schedule Changes tab on the home screen.

What if I want to speak to someone at GO?
At any time, if you would like to reach our Customer Care Centre with a customer service question or concern, you can click on the Contact Us tab on the home screen. Phone numbers, including both Toronto local and long distance/toll-free numbers will appear. Clicking on these numbers will immediately connect to a voice call through your phone.

How do I find or check my schedule?

  1. From the home screen, select Schedules.
  2. Indicate what date and time you’re travelling.
  3. Specify which station you are starting from (stations will come up automatically as you type it in).
  4. Populate which station you are travelling to (eg. Cooksville).
  5. Click on “Find Schedule”.
  6. Your GO schedule will appear, listing all of the upcoming departure and arrival times (up to 4 hours after chosen departure time) and how long the duration of each trip is.

When I click “reverse trip” for my route, it gives me an error message. How do I fix this?
This can mean:

  1. The stop is not served in that direction of travel (due to one way streets), or;
  2. There is no service for the stop at that time.

If you need help with your trip planning, contact us at 1-888-GET-ON-GO.

Can I check how much my trip will cost?
You can find all information on fares including: how fares work, where to buy tickets and PRESTO, etc. by selecting Fares on the home screen.

From the Fares screen, select Fare Calculator, on the top right side of the screen. From here, you can determine exactly how much your trip will cost, either using a PRESTO card or buying a ticket. It also shows what the prices are for adults, students, and seniors/children.

I am not familiar with my current location and don’t know what and where the nearest GO station is.
The GO Stations tab will take you to any station you’d like more information about and will include:

  • Station address and how far it is from your current location (in kilometres)
  • Directions on how to get there
  • Detailed schedule information, including next departing trains and/or buses
  • Information on how to buy tickets and passes at that specific station
  • Station phone number
  • Fare zone (area between two GO station or stop points) that station is within
  • Parking information
  • Facilities & Services. By expanding the menu by clicking on, you can see information including:
    • Public washroom facilities available
    • Refreshment kiosk(s)
    • Elevator/escalator
    • Payphones
    • Etc.

How can I see how much of my trip I can take with GO?
The System Map tab on the home screen will take you to the map of the entire GO system.

What else can I find on the mobile site?
You can also access New to GO information, our GO Train Service Guarantee and News and Features.

I got a black screen/I tried loading the webpage and it has crashed my device. What should I do?
Please check your owner’s manual on how to reset your device.

What should I do when I get directed to the desktop site on my mobile device?
For iOS (iPhone/iPad/iPod) devices:

  1. Ensure you are not browsing in Private mode (default is off). Details on how to toggle Private mode can be found at http://support.apple.com/kb/HT1677.

For all supported devices (including iOS devices):

  1. Ensure that Javascript is not disabled (default is enabled).
  2. Ensure cookies are not disabled (default is enabled).
  3. Try clearing your browser’s cache and cookies.
  4. Try restarting the browser.
  5. Try restarting the device.

For instructions on how to do this, please check your owner’s manual.

My GPS function isn’t working and my device doesn’t know where I am. How do I fix this?
GPS units can vary in their ability to pick up and locate signals depending on where they are currently located. Try moving to a different location and reconnecting.

GO Tracker

What is GO Tracker?
GO Tracker is a mobile-enabled web application that displays real-time active GO Train trip information relevant to you, accessible from your computer or mobile device.

How can I access GO Tracker?
GO Tracker is available at www.gotransit.com/gotracker. The site recognizes the difference between computers and mobile devices and will adjust the display accordingly. If you're experiencing problems accessing the app from your mobile phone, please ensure that your java script is turned on.

Once you're there, simply select your GO line and station to start getting information relevant to you.

If you have more questions, maybe we've answered them in the FAQ within the tool.

GO Train Service Guarantee

What is the GO Train Service Guarantee?
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. Some conditions apply. Please visit the Service Guarantee page to learn more.

How do I know if my trip qualifies for the Service Guarantee?
You can do any of the following to see if your trip qualifies:

GO’s new look for trains and buses

Why are you changing the design and colours of your trains and buses?
After 47 years, GO is updating its look. The original GO logo was designed in 1966 – long before we had laptops, never mind mobile phones. The GO logo that everyone likes and recognizes is just being slightly tweaked to look better when used digitally.

GO’s colours are also being refreshed. The original blue-green is identical to the MTO highway signs. The new shade of dark green harmonizes better with UP Express, PRESTO and Metrolinx. Some secondary colours will provide accents to the new dark green.

GO has painted several GO Trains and GO Buses to put into service, and the public will begin to see them around the GTHA. The exterior of these vehicles is being brightened with a new look to symbolize the changes going on inside. The new look is being applied to fresh orders and ongoing refurbishments.

Why are you changing the GO logo? GO logos
GO Transit’s logo was designed in 1966. As we began the update of our design, we wanted to keep the familiar logo, but introduce some minor improvements – especially for the times it would be used digitally.

The vertical and horizontal white lines within the GO logo have been slightly widened as part of the new design, and a greater space has been introduced between the ‘G’ and the ‘O’. The familiar GO logo remains fundamentally unchanged, but now it has been improved for use in all channels used to communicate to customers.


When will the trains and buses adopt the new look?
Our plan is for the buses and trains to only have the new designs applied as part of the refurbishment process or when a new vehicle is ordered.
At least one branded locomotives is in service, and other branded train fleet will be in service as they are refurbished. On July 2, some of our buses were put in service with the new designs. We expect to be refurbishing our bus fleet over the next three years.

Could you describe the changes that are being made to the inside and outside of the buses and trains?
The outside of the trains and buses will feature dynamic new colours – shades of light green and dark green (fresh apple and forest green) – to bring more prominence to our iconic vehicles.

Inside our buses and trains, the refurbishment involves new seating and more comfortable fabric, which will allow our customers to experience a more comfortable ride. The refurbished interior area of our trains and buses will also be more welcoming, with new and more durable carpeting, and improved customer-friendly internal lighting.

Group travel

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?
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.

Having trouble viewing our new on-line timetables on a third party application?

Some third party applications may have been developed by scraping the data off of the old schedule format that was changed on July 18, 2013.

This may result in those apps to no longer work in the way they did before while trying to find schedule information.

If you are experiencing issues, please contact the application developer.

Lost & Found

Did you lose an item while using GO Transit? Please visit or contact the GO Transit Lost & Found office:

Visit us at Union Station

  • 140 Bay St., Toronto, M5J 2L5
  • In the Lost & Found Office, just inside Bay St. entrance

 

Call us at 416.869.3600 ext 7273 during weekdays 6:15 a.m. to 7:30 p.m., weekends 10:00 a.m. to 5:30 p.m. (Closed on Statutory Holidays)

  • If you're calling long distance while our call centre is open [see above], dial 1.888.GET ON GO (438.6646) and ask an operator to transfer you to ext 7273.

 

Email us at lostandfound@gotransit.com

  • When submitting an e-mail please include as much information as possible regarding the lost item, including a detailed description of the object, when and where it was lost (corridor, bus route, station, trip number / time, location on the bus or train, etc.), contact information and any other details that you deem relevant.

Lost Tickets and PRESTO Card

What happens if I lose my ticket?
Unfortunately, GO cannot reimburse customers for lost, misplaced, or stolen tickets.

What happens if I lose my PRESTO card?
If you have lost or misplaced your PRESTO card or your PRESTO card was stolen, please visit PRESTO for more details.

On the GO alerts

On the GO sign-up

What is On the GO?
On the GO is a free subscription service that lets you sign up for timely and customized GO information. By signing up for On the GO, you will receive notifications about train and bus service changes or disruptions, station updates and other GO information.

What type of information do On the GO messages provide?
On the GO messages provide information for service disruptions that may affect your commute. Disruptions include train delays (estimated to be 15 minutes or greater), bus delays (estimated to be 30 minutes or greater), train or bus cancellations, service changes and station updates and other GO information.

How are On the GO messages sent to me?
On the GO messages can be sent to you as an email and/or SMS text-message.

Can I sign up only for messages relating to Contest, Surveys and Promotions?
You can receive messages for contests, promotions and surveys as long as you have subscribed to service alerts messages. If you chose not to receive service alerts, you will no longer continue to receive promotional messages.

Will I be charged for On the GO email or SMS messages?
GO Transit does not charge subscribers to provide this service however depending on the type of service you use, you may be charged a per-message fee by your wireless provider.

Am I able to receive On the GO notifications in French?
Currently, we are able to provide On the GO email and SMS notifications in English and only email notifications in French. Unfortunately, SMS messages cannot be provided in French at this time.

Can I sign-up for On the GO using more than one email address or SMS phone number?
Yes, you can register up to two email addresses and one SMS phone number when you sign up. If you need to receive On the GO messages for more than two email addresses or require an additional SMS phone number, you will need to set up an additional subscription.

What are the differences between On the GO email and On the GO SMS text message information?
Due to space limitation, On the GO SMS text messages are usually shorter and less descriptive than equivalent email messages. As well, surveys, special GO Transit offers and marketing messages are only sent to email subscribers.

How do I subscribe to On the GO?
Under the Service Updates menu choice is a link called Sign Up For On the GO alerts. Simply click on the link and subscribe.

How do I change my On the GO subscription options?
If at any time you would like to make any changes to your information, simply login to your On the GO account with the email and password you registered with and add, modify or delete your individual alerts. Eight alerts can be added.

How do I stop receiving On the GO messages?
To stop receiving alerts you may login to your account and delete all your individual alerts listed under the Modify Alerts section. This will keep you in our database but you will not receive any more email/SMS alerts.

You may unsubscribe by clicking the ‘Unsubscribe’ link at the bottom of an On the GO email message.

By replying ‘STOP’ to an On the GO text message you can cancel your On the GO SMS alerts and will not receive any further SMS messages.

I am going away on vacation. How do I temporarily stop receiving On the GO messages while I am on vacation?
To put a temporary stop on receiving alerts you may login to your account and click the “Put on Hold” button under the Put My Account on Hold section. Select the date that you wish to pause/hold your messages and also the date you would like to resume receiving alert messages. You will automatically begin receiving messages on the date you have selected to resume receiving messages. You may also temporarily hold your alerts by replying with the word ‘HOLD’ to a text message. This will place your account on hold for a period of 30 days. If at any time you wish to resume receiving alerts, reply to any text message with the word ‘RESUME’ and you will begin receiving alerts immediately.

Why am I receiving On the GO messages during time periods I have not signed up for?
You will only receive service alert messages for the time period/s you have signed up for. However, On the GO messages that pertain to schedule changes, improvements and construction updates are sent when there are impacts to your station or rail corridor. These messages, along with messages relating to any Contests, Surveys and Promotions are not time-related and may be sent any day of the week between 9:30am to 9:00 pm.

Why am I not receiving any On the GO messages?
Ensure that you signed up with a valid email address or mobile phone number and replied to the Activation message. Once you have confirmed your registration please add your alerts preferences. If you have replied to the activation message and have registered your individual alert preference and are still not receiving On the GO messages, contact us for further assistance.

Alternatively you may have placed a temporary hold on your alerts. To verify this please log in to your account and check if you have a temporary hold on alert messages.

Why did I receive a text message reminding me that I’m subscribed to On the GO text-message alerts?
To comply with Canadian phone carrier regulations, we are required to send a monthly reminder to customers who are subscribed to the On the GO text-message service. If you are enrolled in the On the GO text message service, you will receive the following message each month: “Reminder. You are subscribed to GO Transit On the GO. No subscription charges. Std Msg & Data Rates apply. Text STOP to unsubscribe to SMS messages.”

My email address and/or mobile phone number has changed. How do I continue to receive On the GO email messages?
Simply login to your account with the email and password you registered and click the modify button next to your email address or mobile number under the Contact Information. Enter your new email address or mobile number.

An email will be sent to the address you provide. Your new email address will only be activated when you click on the link within the email to confirm your change.

Do you share my information with other companies?
Your privacy is very important to us. We will not share any of the information we collect with advertisers or anyone else. We encourage you to read our Privacy Policy.

My On the GO email messages are being blocked by my SPAM filter.
Add the email address noreply@gotransit.com to your list of authorized senders.

How much do On the GO text messages cost?
On the GO text messages are a free service offered by GO Transit. Depending on your cellular phone plan, additional per-message fees may be charged by your phone carrier. Please contact your carrier to inquire about any charges they might impose before subscribing.

Is there a limitation on the length of a text message?
Yes, On the GO text messages are limited to 136 characters. For this reason, the text messages we send are generally short and use abbreviated words.

Will my mobile provider charge me to receive On the GO text messages?
This depends on your service provider and plan. Please check with your provider to determine if there are additional charges before you subscribe to this service.

I am not able to register for On the GO SMS Text Messaging because my phone carrier is not included in the drop-down list on the On the GO Sign-up page.
Our On the GO SMS Text Messaging service uses a ‘short-code’, which allows us to quickly send text-messages to a large number of customers across multiple phone carrier networks. Our short-code is 89846 and is recognized by all major Canadian phone carriers.

Unfortunately, certain mobile carriers (e.g. Public Mobile, Mobilicity) do not have the functionality to receive text-messages from a short-code. Once the phone carrier(s) updates their network to support short-codes, we will include the carrier’s name in our Sign-Up page.

What are the meanings of the abbreviated words in the text message?
Text messages are limited to 136 characters and often use abbreviated words. A list of commonly-used abbreviated words can be found here.

SMS Key Words?
STOP — You have cancelled your On the GO SMS alerts and will not receive any further SMS messages. Call 1-888-GET-ON-GO for more info.

HOLD — Your Alerts have been placed on hold & automatically restart after 30 days. Txt RESUME to restart alerts immediately, std rates apply.

RESUME — Your Alerts have been restarted from now onwards. Text HOLD to put them on hold, standard rates apply.

HELP — You are subscribed to On the GO. Msg freqncy based on service issues. Text STOP to end, std rates apply. Call 1-888-GET-ON-GO for info.

INFO — GO Transit: On the GO . For details call 888-GET-ON-GO: appelez pour détails. Txt STOP to end/pour arrêter.

Why am I not receiving alerts regarding Contests, Surveys and Promotions on my secondary email address?
Marketing alerts regarding Contests, Surveys and Promotions are only sent to the primary email address you provided.
Only service alerts are sent to your primary and secondary email address selected in the alerts you created.

What if my trip starts before 05:00 am or ends after 02:00 am? Can I still sign up for On the GO?
If your trip starts or ends before or after the available Time Period selections, please select the time period closest to your trip time. You will then continue to receive service update messages.

Why are some mobile carriers not listed when activating my mobile number for SMS messages?

Some mobile carriers do not have agreements with the Canadian short code provider (CWTA) yet so they cannot get access at this time.

Quiet Zone

What is the Quiet Zone?
The Quiet Zone is a designated quiet area on the train that is offered on all GO Train lines. Please see our Quiet Zone page for more information.

Refunds on GO tickets and passes

Can I get a refund for trips I haven't taken?
GO Transit may offer a refund or exchange. Some restrictions apply; please see our Fares section for more information.

Renseignements en français

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.

Rollerskates, in-line skates, skateboards

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.

Seasonal weather affecting service

How do falling leaves impact rail service?
When leaves fall on the tracks, they collect and cling to the surface. This leaves a residue which creates a condition called “slippery rails.” To continue safely operating our trains, crews are required to reduce their speed.

Here are some of the ways we’re trying to reduce the impact of fallen leaves:

  • Dispensing sand from the locomotive
  • Running the hot-air blower on the track
  • Using a high pressure washer
  • Conducting daily inspections

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.

Visit the extreme weather page for more information.

Seating

Seating

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.

Courtesy Seating

What is Courtesy Seating?
Courtesy Seating is intended to provide preferred seating for people who will benefit from having a seat including:

  • seniors
  • expectant mothers
  • adults traveling with infants or small children
  • any other passenger who may benefit from a seat

Courtesy seating decals have been placed near the entrances to (non-accessible) railcars and buses for convenience/ease of access. If you are sitting in one of these designated seats, please respect its purpose and give up your seat to those who need it.

Where is Courtesy Seating located on GO Trains and Buses?
On GO Trains, Courtesy Seating is located on every railcar on the lower level, with the exception of the accessible railcar.

On GO highway buses, Courtesy Seating is located at the front, opposite the driver’s side (on the curb side). On GO double-decker buses, Courtesy Seating is located in the middle of the lower level opposite the stairs (on the curb side).

Priority Seating

What is priority seating?
Priority Seating is available on GO Trains and GO Buses. Priority Seating is mandated under Provincial Regulation 191-11 (Accessibility for Ontarians with Disabilities Act). Customers MUST vacate the designated seating if it is required by a passenger with a disability.

Priority seating decals have been placed by the accessible seating area on trains and buses to make sure passengers with a physical disability or limitation gets a seat. Please make these seats available for someone who needs one.

Where is Priority Seating located on GO Trains and Buses?
On GO Trains, Priority Seating is located on the accessible railcar, the fifth car from the locomotive end of the train.

On GO Buses, Priority Seating is located in the first few rows near the bus driver on highway buses and near the stairs on double-decker buses.

Service update information

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 Tracker:

  • GO Tracker is a mobile-enabled web application that displays real-time active GO Train trip information relevant to passengers, accessible on their computer or mobile device. Please visit the GO Tracker page to learn more.

GO website:

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

GO Mobile:

  • GO Mobile is an app that can be downloaded to Android, Blackberry, or iPhone devices to view GO Train or Bus schedules, service updates, or view Union station departures. Learn more at GO Apps.

On the GO:

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

Broadcast media:

  • During morning and afternoon rush hours, tune in to CP24 and 680News for up-to-the-minutes transit reports.

 

Smoking

May I smoke on a GO Train or GO Bus, or at the station?
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.

Stations, phoning

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.

Strollers onboard

What if my child is small, and I'm bringing a stroller onboard?
If bringing a stroller on GO, please use one that can be folded and easily stowed instead of the bulky kind or wagons. Train passengers using strollers are welcome on ramp, and families may remain in accessibility coach. However, priority is given to persons with disabilities.With so many people using GO, space is limited; general consideration will help make it a comfortable and safe ride for everyone.

WiFi

Is WiFi available for GO customers?

Until October, we are running a pilot to provide free WiFi internet access to customers at select GO Stations. IMA Outdoor is responsible for the installation and maintenance of the WiFi equipment at no cost to GO. See our WiFi page to learn more.