To view the status of your Service Guarantee claim, select either PRESTO card, Claim Number or Last 4 Digits (Credit/Debit) from the drop down menu. If you select Last 4 Digits (Credit/Debit), you will also need to enter the Confirmation ID from your credit/bank statement.
1. Trip details should be automatically populated. Select "Next" if all the details are correct.
6. Ensure the trip details we have for this claim are correct.
7. Provide your email address to receive status updates(recommended).
- Rest assured that your email address would only be used for this purpose.
8. Confirm your email by entering it again.
9. Click "submit".
1. Select the green tab "view previous claims".
2. Click where it says "please select...".
3. Select how you would like to identify the claim:
-using your "presto card number", you will see all claims identified with that card.
-using your "claim number", you will only see the claim unique to that claim number.
4. Enter the number.
5. Click "view claim status"
Eligibility
Q: What delayed trips are eligible for a credit under the GO Train Service Guarantee policy?
The GO Train Service Guarantee applies to all delayed, regularly scheduled trips that arrive at their destination station 15 minutes or more behind schedule, 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.
To qualify for a credit on an eligible trip paid with a PRESTO card or with PRESTO contactless by credit or debit card, including that card on your phone or watch, you must have tapped on within 15 minutes of your trip’s scheduled departure time. It may take up to 72 hours for delayed trips to be visible in our online system, and you must submit your claim online within 30 days of the delayed trip.
To qualify for a refund on an eligible trip paid with a paper ticket, the ticket must be purchased within one hour of the scheduled departure time. For day or group passes, refunds can be claimed through our Contact Centre within 30 days of the affected trip.
Q: What delays are not eligible for the GO Train Service Guarantee?
A: Delays caused by extreme weather conditions, including Environment Canada advisories, watches, and warnings are not eligible for the GO Train Service Guarantee. This also includes severe winter weather conditions when GO Transit operates on a special schedule.
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.
Q: What fare types are eligible for a refund under the GO Train Service Guarantee?
A: Fares paid by PRESTO, PRESTO contactless by credit or debit card, including that card on your phone or watch, day and group passes, e-tickets and paper tickets are eligible for a credit under the GO Train Service Guarantee.
Q: When do I have to tap on with my PRESTO card or PRESTO contactless by credit card, including that card on my phone or watch to be eligible?
A: To qualify for a credit on an eligible trip paid with a PRESTO card or PRESTO contactless by credit or debit card, including that card on your phone or watch, you must have tapped on within 15 minutes of your trip’s scheduled departure time.
Q: How will I know if my trip is eligible for a credit with the GO Train Service Guarantee?
A: You can check to see if your trip qualifies for a credit once the trip is complete and available on the Service Guarantee page. If you used a day or group pass, you can reach out to our Contact Centre.
Q: I take multiple trains during my one-way GO commute. If one train is late, does the credit apply to my entire journey?
A: That depends. A credit will only be issued for delayed individual train trips. For your journey, you can submit one claim for each train trip, but each train will be considered separately.
Q: Are cancelled trips eligible?
A: If you’ve tapped your PRESTO card or used PRESTO contactless with your credit or debit card, including that card on your phone or watch, you can reverse your tap at a PRESTO device.
If you bought an e-ticket or paper ticket in advance of a cancelled trip, you can reach out to our Contact Centre within 30 days of the affected trip. Boarded trips cancelled after they have departed will be eligible for a credit unless the cancellation is due to extreme weather conditions, including Environment Canada advisories, watches, and warnings.
Q: Does the GO Train Service Guarantee apply to bus or train-bus trips?
A: The GO Train Service Guarantee only applies to trips taken by train.
Q: My commute consists of a train and then bus trip. Will I be credited for the bus ride if the train is late and I have to take a later bus?
A: No, the GO Train Service Guarantee only applies to the train portion of your trip and does not cover missed connections.
Q: Does the GO Train Service Guarantee apply to tickets purchased under special event fares?
A: No, the GO Train Service Guarantee does not apply to flat-rate special event tickets, including the Weekend Pass, Weekend Day Pass, and Weekday Group Pass for unlimited travel.
Making a claim & credits
Q: I am a PRESTO card holder, how do I request a GO Train Service Guarantee credit?
A: If you’re a PRESTO card holder, submit your claim at gotransit.com/guarantee within 30 days of your delayed trip. You will be notified within five days whether your trip was eligible.
Q: How do I submit a Service Guarantee claim if I paid with PRESTO contactless using my credit card, including that card on my phone or watch?
A: Submit your claim at gotransit.com/guarantee within 30 days of your delayed trip. Once approved, it can take up to 7-10 business days for your credit to be processed back to your method of payment.
Q: How do I request a credit when using a Day of Group Pass?
A: If you travelled using a day or group pass, you can make a claim by reaching out to our Contact Centre within 30 days of the affected trip.
Q: How do I know the status of my claim?
A: If you’ve tapped your PRESTO card, you will be able to see the status of active claims anytime in the ‘View Previous Claims’ section at the top of this page by entering your PRESTO card number or claim number. If you paid using PRESTO contactless with your credit or debit card, including that card on your phone or watch, you will be able to see the status of active claims anytime in the ‘View Previous Claims’ section at the top of this page by entering your claim number or the last 4 digit of your credit or debit card along with the confirmation ID.
Q: I am a PRESTO card holder, how do I receive my credit?
A: For PRESTO card users, a credit for the price of your trip will be available within 2 to 3 business days. To claim the credit, you’ll need to tap onto a PRESTO fare payment machine 3 business days after your claim has been approved, and within 90 business days.
Q: I paid with PRESTO contactless by tapping my credit or debit card, including that card on a phone or watch, how do I receive my Service Guarantee credit?
A: If your trip qualifies, the credit back to your method of payment can take up to 7-10 business days, once your claim is approved.
Q: Can I get cash back for my delayed trip?
A: Unfortunately, we do not offer cash back for a delayed trip. A credit is offered through the GO Train Service Guarantee, to use toward transit fare. If you travelled with a paper ticket, day pass or group pass, you’ll receive a credit voucher. If you travelled with a PRESTO card, the fare you paid will be credited back on your PRESTO card. If you travelled with an e-ticket, you’ll be given an e-ticket of the same value that you paid.
If you paid with PRESTO contactless by tapping your credit or debit card, including that card on your phone or watch, a fare credit will be issued back onto the same method of payment.
Q: How long after the delay can I make a claim?
A: You have 30 days to make a claim after a delayed trip.
If you paid with PRESTO contactless by tapping your credit or debit card, including that card on a phone or watch, you will need your 10 digit Confirmation ID from your credit card statement to submit a request for a claim.
Q: How will I be credited for the delay?
A: For PRESTO card users, a credit for the price of your trip will be available within 2 to 3 business days. To claim the credit, you’ll need to tap onto a PRESTO fare payment machine 3 business days after your claim has been approved, and within 90 business days.
If you paid with PRESTO contactless by tapping your credit or debit card, including that card on a phone or watch, you will be credited the fare you paid back onto your credit card.
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.
Q: I take local transit to the GO train station and received a co-fare discount off of my GO fare when I use my PRESTO, credit or debit card. What amount will I get as a GO Train Service Guarantee credit?
A: If you received a fare discount, travelling on both a GO train and local transit, and have been approved for a Service Guarantee credit, you will be credited the value of the discounted GO fare. To receive a credit for the full GO fare value, please contact us at 1.888.GET ON GO (438.6646).
Q: I forgot to tap off for my trip. Can I still request a credit?
A: A Service Guarantee credit cannot be processed for a trip with no default or tap off records. If you forgot to tap off, but still wish to claim for service guarantee, please submit your comments via the Contact Us form, including the details of your trip.
Q: GO fare using PRESTO decreases as I use it in a month. Does this affect any potential credits for delayed trips?
A: The value of the Service Guarantee credit is equal to the amount paid for the qualifying trip. If you used PRESTO or PRESTO contactless by tapping your credit or debit card, including that card on a phone or watch, you will qualify for GO loyalty savings.
Using the same method of payment, all month long, customers can save up to 88.3% for their 36th – 40th trips, and 100% after that.
For PRESTO contactless customers, each method of payment will have its own loyalty level. If you use a credit or debit card for one trip, you cannot use that card on your phone or watch for another trip and have both trips count towards the same loyalty level, even if the card on your phone or watch is connected to the credit or debit card you used. The GO Train Service Guarantee can only credit what you paid for the trip.
Q: I received a credit of zero dollars. What does this mean?
A: The GO Train Service Guarantee can only credit you what you paid for the trip. Passengers on their 41st+ trip within a month pay $0; the credit provided for these trips would be $0.
Q: I do not have access to the Internet or am unable to use the PRESTO claim site to make a claim. Can someone assist me with this?
A: A customer service representative in our Contact Centre will be able to assist you and make a claim on your behalf.
Q: My claim status says that “the trip information does not correspond to your PRESTO card’s trip history.” What does this mean?
A: The trip you selected when completing the online claim form does not match any trips recorded on your PRESTO card.
- - You tapped your PRESTO card earlier than 15 minutes prior to scheduled departure
- - You selected the incorrect trip when completing the form
- - You forgot to tap.
A couple of things may have happened: You may attempt to submit a claim again, and verify that the information is correct. Or reach out to our Contact Centre for assistance.
Q: Does getting a credit through the GO Train Service Guarantee affect my PRESTO or PRESTO contactless loyalty status?
A: No, your loyalty status is not affected by receiving a credit through the Service Guarantee.
Q: Can I use the fare credit on my PRESTO card with other agencies?
A: Yes, the credit on your PRESTO card simply updates your balance; feel free to use it with any participating transit agency.
Q: What is the amount credited for a day or group pass?
A: For an eligible delay experienced while using a day or group pass, you will receive 50% of the price paid for the pass. The maximum credit for a day or group pass is the full purchase price of the pass, regardless of the number of delays experienced.
Q: Does the GO Train Service Guarantee site work on mobile devices?
A: Yes, the site should work on most modern mobile devices. There are some display issues with older versions of BlackBerry (OS 5.0 and older) and iOS (3.0 and older).