Go Transit riders can claim refund for train delays of 15 minutes or more

GO Transit riders can claim a refund or credit when a scheduled train trip is delayed by 15 minutes or more.

According to GO Transit, scheduled trains that are delayed by 15 minutes or more may qualify for a refund or reimbursement with a 30-day period.

In order to qualify on a trip paid with a Presto Card or with Presto contactless paid by credit, debit, or on the card on your phone or watch, riders must have tapped on within 15 minutes of your trip’s scheduled departure time.

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If you used a paper ticket, the ticket must have been purchased within one hour of the scheduled departure time.

Exclusions include delays caused by extreme weather conditions, such as Environment Canada advisories, watches, warnings and severe winter weather conditions when GO Transit operates on a special schedule.

Special flat-fare tickets, Weekend Passes, Weekend Day Passes and Weekday Group Passes for unlimited travel are not eligible for a Service Guarantee credit.

GO Train riders can check if their trip qualifies for a credit or refund once the trip is complete and available on the Service Guarantee portal.

For cancelled trips, if you’ve tapped your Presto card or used a contactless Presto method of payment like a debit, credit card or watch, you can reverse your tap at a Presto device.

If you happened to purchase an e-ticket or paper ticket, you can reach out to GO Transit’s Contact Centre within 30 days of your affected trip.

All boarded trips that are cancelled after departure will be eligible for a credit, with the exception of extreme weather conditions.

For Presto card holders, you’ll be notified within five days whether your trip was eligible, and claims can be submitted within 30 days of your delayed trip at GoTransit.com/Guarantee.

If you made a contactless payment using a credit, debit or method of payment on your phone or watch, you can use the same site to submit your claim, and it can take up to seven to ten business days for your credit to be processed back to your method of payment.

Once you’ve tapped your Presto card, riders will be able to see the status of active claims anytime by visiting GoTransit.com/Guarantee and entering your Presto card number.

For those who made a contactless payment, you can also check the status by visiting the same portal and entering your claim number or the last four digits of your credit or debit card, along with your confirmation ID.

Within two to three business days, a credit for the price of your trip will be available by tapping onto a Presto fare payment machine after three business days of your claim being approved.

With files from Inside Halton and Waterloo Chronicle