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.

Why is GO implementing a carpool parking pilot?
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?
This pilot 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 9:00 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.

How long is the pilot?
The pilot will run for six months, from August 2011 to February. Designated carpool parking spots will be implemented at four stations during this time. The goal of the pilot is to fine tune the operational logistics and determine the best way to expand carpool parking to other stations.

What stations are getting carpool parking and when will my station get carpool parking?
East Gwillimbury, Whitby, Burlington and Oakville have been selected as pilot locations for carpool parking. After the six month pilot, the program and other stations will be evaluated.

How many parking spots will be offered?
There will be at least 10 carpool parking spots designated at each of the above locations. More spaces may be added [during the pilot period] if there is sufficient demand.

How do I get a carpool parking permit?
There are two steps to getting a carpool parking permit: 

1. Find a carpool partner on www.CarpoolZone.ca
2. Submit a request for a permit

How do I find a carpool partner?
Carpool Zone is a free, online ride-matching service that can assist you in finding a carpool partner.

Step 1:
Just go to www.carpoolzone.ca, and follow these three easy steps:

1. Choose your workplace from the drop down, or if you don't belong to a workplace group, choose “MY EMPLOYER IS NOT LISTED HERE” (Public Group).
2. Fill out your profile.
3. Hit "Save Changes".

You will receive an email confirmation. Use the link to activate your account.

Once you have activated your account, you will need to create a trip (departure location, destination, times, days) to find a carpool partner. It is important that you select your GO station as your destination.

If you require assistance creating your profile or creating a trip, there is a helpful video demonstration and FAQ page located at www.CarpoolZone.ca or you can contact carpoolparking@gotransit.com.

Step 2:
Once you have found a carpool partner and created a carpool in carpool Zone, email carpoolparking@gotransit.com and request a carpool parking permit. Please include the following information in your request:

• Name of carpool members (minimum 2)
• Street addresses for all carpoolers (for mailing the permits)
• Licence plate numbers of all carpool cars
• Name of GO Station

Please allow two weeks for processing and delivery of your permits.

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!

You and your carpool partner(s) can all create Carpool Zone accounts and form a carpool. If you are unable to find your existing carpool partner(s) in Carpool Zone, please contact carpoolparking@gotransit.com.

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 a.m. from Monday to Friday. After 9 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 park in a carpool parking spot on days you carpool and with a permit (prior to 9 a.m.).

How do I keep my carpool permit valid?
Once a month, you will receive an email from Carpool Zone requesting that you complete a short survey to confirm your carpool activity. In order for your permit to remain valid, you and your carpool partners must complete this survey. 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 a.m.

What happens after the pilot?
GO Transit will review the results and feedback from permit holders and other GO patrons, to determine how best to implement carpool parking at other locations.

Is this project related to the existing Ministry of Transportation (MTO) carpool parking lots?
No, this pilot project is taking place at East Gwillimbury, Oakville, Burlington and Whitby and is specific to customers at GO Transit parking lots. 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 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 a.m., you can contact Transit Safety Dispatch at 1.877.297.0642 - (24 hours a day).

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.

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).

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.

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 snow 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.

What is a GO gift card?
The GO gift card is a payment card that allows you to pre-load any dollar amount up to $250 onto the card and then use at GO Train stations toward the purchase of PRESTO card loads, tickets or passes. This is a pilot program, so cards are only available while supplies last.

How do I get a GO gift card?
From a station attendant at a GO Train station, you can ask for a card and load up to $250 on to a gift card by using Visa, Master Card, debit or cash. There is no additional cost to the card.

What if my GO Train station no longer has cards available?
This is a pilot program, so supplies are limited. If riding the train, try both your departure and arrival stations for availability.

How do I use a GO gift card?
You can redeem a GO gift card at GO Train stations, Yorkdale Bus Terminal and Union Station Bus Terminal for PRESTO card loads, GO tickets or GO passes. Present the loaded card to a station attendant when purchasing GO fare.

Can I use the card in increments?
Yes, the amount of your purchase will be deducted from the balance currently on the card, and you will be able to use the remaining amount toward future GO fare purchases.

Where can I redeem my gift card?
GO gift cards can be redeemed for fare at GO Train stations, as well Yorkdale and Unions Bus Terminals

Are GO gift cards re-loadable?
No, GO gift cards are not re-loadable.

What happens if I don't have enough money on my GO gift card for my fare?
In this case, you will need to pay for the rest of your purchase using traditional payment methods.

Does my gift card expire?
No, gift cards never expire.

Are there any hidden charges or service fees?
There are no fees or charges associated with the card.

What happens if I forget my card's balance?
Visit participating GO stations (including Union Station) or contact our Customer Relations team to check your balance.

How does GO Transit protect my privacy?
We do not collect data in the process of selling or redeeming GO gift cards.

What is the refund policy for GO gift cards?
GO gift cards cannot be refunded, re-sold and are not redeemable for cash. Please refer to the Terms and Conditions on our website.

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.

Why is there a difference between GO Train and GO Bus fares to Niagara?
There is a premium fee of up to $3.00 included in the seasonal rail service between Toronto and Niagara/St. Catharines. This is to cover the added operational costs of the special rail service.

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?
Unfortunately at this time, we are only able to provide On the GO notifications in English. You may complete your registration process in French however you will only receive alert messages in English. We are working to provide On the GO alerts in French in the future.

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.

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.

New and more visible priority seating decals have been placed by the accessible seating area on trains 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.

Can I get a refund on rides I haven't used?
GO Transit offers refunds on unused portions of two-ride tickets, 10-ride tickets and monthly passes. 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.

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.

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.

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.

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.