Customers Affected by Most Types of GO Train Delays Are Now Eligible for Refund | The Canadian News

Metrolinx says it has expanded the list of types of GO train delays that allow customers to be reimbursed.

In a statement issued Thursday, the transit agency said customers are now eligible to receive reimbursement for regularly scheduled trips affected by most types of delays of 15 minutes or more as part of the Service Guarantee program.

Previously, the program only covered delays caused by GO Transit, including signal problems, door problems or other mechanical failures, according to the statement.

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Onboard emergencies, police investigations, and pedestrian incidents have now been added to the list.

The only exception has to do with weather-related delays, even when Environment Canada issues advisories, according to the statement. If customers are affected by such incidents or delays when GO trains are operating on a special schedule in inclement weather, they will not be eligible for reimbursement.

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Officials also noted that special flat-rate tickets that include the weekend pass and the weekend day pass that allow unlimited rides are not eligible under the program.

For more information on the service guarantee program and to file a claim, visit the GO Transit website.

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