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Introducing the Customer Charter

Our Customer Charter

We put customers at the heart of everything we do. The Metrolinx Customer Charter outlines the commitments we’ve made to our customers to provide the best possible experience. This applies to all of our brands – GO, PRESTO and UP Express.

We don’t take the Customer Charter lightly, and encourage you to see how we’re doing. Here are our promises to you:

GO TRANSIT

To do our best to be on time

We want to get you where you need to be, when you need to be there. It’s our goal to be on time, and we encourage you to see how we’re doing. If there’s a delay, we’ll do everything we can to provide you with information about it.

To always take your safety seriously

The safety of our riders, employees and all those who come in contact with our services is at the core of everything we do. This means well-lit parking lots and stations, vehicles checked regularly, and fast response from trained staff should you need help.

To keep you in the know

Whether it’s delay alerts or information to help plan your journey better— keeping you informed is key. Our goal is to keep you updated as soon as possible, whether it’s in person or online.

To make your experience comfortable

Our goal is to make your time with us as pleasant as possible. We will provide modern, well-equipped vehicles and facilities, because a comfortable, stress-free environment can make the difference in your day.

To help you quickly and courteously

We’ll take every chance we can get to make your trip better. That’s why every employee at GO wants to help you. If you have a problem, we’ll do our best to resolve it on the spot. In other words, whenever you need help, just ask.

UP EXPRESS

To do our best to be on time

We know you rely on us as your direct link from Union Station to the airport. Our goal is to always be on time, but when we can’t be, we’ll try our best to make sure to give you as much information as possible.

To always take your safety seriously

We always want our riders, employees and all those who come into contact with our services to be safe – that’s our top priority. This means trains that are checked and maintained regularly, well-lit stations and waiting areas and quick response times when you need help most.

To keep you in the know

Knowledge is power, and we want to keep you as updated as possible, whenever possible. This means sharing information about delays, trip planning and more whenever it becomes available, online and in person.

To make your experience comfortable

We want your time with us to be as enjoyable as possible. We’ll make sure our trains, waiting areas and stations are modern and well-equipped because we know that making your trip comfortable and stress-free can be the difference in your day.

To help you quickly and courteously

We want to do whatever it takes to make your trip top-notch. If you have an issue, we’ll work to resolve it right away, whenever possible. Whatever you need, we’re here to help – just ask!

PRESTO

To do our best to be on time

We want to provide you with an easy-to-use, convenient payment system that works. We will ensure that 99.9% of all customer transactions are available to be viewed online by the next day.

To always take your safety seriously

The safety of our riders, employees and all those who come in contact with our services is at the core of everything we do. We will have safeguards in place to ensure customer accounts and information are secure.

To keep you in the know

Whether it’s information about system upgrades or an issue with technology, we want you to know about it. We will ensure our customers are satisfied with our communications around service interruptions  (80% or higher on the bi-annual customer satisfaction survey).

To make your experience comfortable

We want to ensure your time with us is as pleasant as possible. We will do our best to have 40 or fewer complaints per 1,000,000 taps.

To help you quickly and courteously

We want to make sure every trip you have with us is a good one, that’s why every PRESTO employee will do whatever it takes to help you. We will ensure that 80% of calls are answered within 30 seconds or less and 80% of web inquiries are resolved within 2 business days.