Metrolinx issuing refunds following GO train disruption

Refunds coming for GO train customers who travelled Feb. 2-4.

Feb 12 – Metrolinx is refunding GO train customers’ fares after last week’s service disruption.

The refunds will be processed proactively in batches on behalf of customers who took the GO train on Feb. 2 and Feb. 3. Refunds will also be issued for select trips on Feb. 4.

Customers can expect to receive their refund — over the next five to 10 business days — on the same method of payment used to tap on a PRESTO device.

There is no action required by the customer and the refunds will be issued automatically.

The transit agency is also apologizing to GO customers for the significant disruption last week.

“Given the broad and unique nature of last week's disruption, we will be proactively refunding fares for those impacted,” said Metrolinx CEO Michael Lindsay.

“With our thanks to our riders for their patience and understanding as we safely navigated the restoration of full service.”

Select trips on Feb. 4 eligible for refunds

Lakeshore East

• Oshawa GO 16:09 - Union 17:15 (T9027)
• Union 16:50 - Oshawa GO 17:58 (T9324)
• Union 17:05 - Oshawa GO 18:13 (T9026)
• Union 16:35 - Oshawa GO 17:43 (T9224)
• Oshawa GO 17:09 - Union 18:15 (T9029)
• Union 18:20 - Oshawa GO 19:28 (T9128)
• Union 17:35 - Oshawa GO 18:43 (T9226)
• Union 17:50 - Oshawa GO 18:58 (T9326)
• Oshawa GO 17:39 - Union 18:45 (T9229)
• Union 17:20 - Oshawa GO 18:28 (T9126)

Lakeshore West

• Union 16:42 - Hamilton GO 18:12 (T1825)
• Union 17:12 - Hamilton GO 18:42 (T1827)
• Union 16:57 - Niagara Falls GO 19:43 (T1927)
• Union 17:27 - West Harbour GO 18:57 (T1727)

Richmond Hill

• Union 17:45 – Bloomington GO 18:51 (T5327)

More refund information

Customers can check the status of their refund through their PRESTO account, the PRESTO app, or by reviewing their bank or credit card statement.

Refunds to physical PRESTO cards will be applied the next time the card is tapped on a PRESTO device. Customers who are unable to tap their card within 60 days can call the contact centre.

Refunds to credit, debit, or digital PRESTO cards will appear in customers’ accounts within five to 10 business days.

Customers can still apply for the service guarantee if:

• They did not pay their fare by tapping onto a PRESTO device (for example, if they used an e-ticket or paper ticket).
• Their trip on Wednesday, February 4 was affected but is not one of the select trips scheduled to receive a proactive refund.
• Their trip was impacted on Thursday, February 5 or Friday, February 6.

For accredited journalists, you can contact our media team at mediarelations@metrolinx.com.

For customers, please visit Metrolinx – Contact Us to contact the Community Engagement team.