GO train riders could get a refund for trips delayed by Monday’s derailment. Here’s how

CP24’s Courtney Heels has the latest on the derailed train that has commuters following a modified schedule Tuesday morning.

Customers who were impacted by Monday’s GO train derailment that resulted in all-day delays could get a refund.

GO Transit has a Service Guarantee policy, which states that if a train’s arrival is delayed by 15 minutes or more, the rider will be given a credit for what they paid for their trip.

“Trips that have been impacted by the derailment incident will be refunded in accordance with our Service Guarantee Policy,” Metrolinx media relations confirmed in a statement on Tuesday.

The Crown agency urged customers to submit their claims online.

Who is eligible?

According to GO Transit, customers can check if they are eligible for the refund using the Service Guarantee Form online.

“It may take up to 72 hours for the system to show the trip’s eligibility status. If your trip qualifies, see below for how to request a credit,” the GO Transit website states.

For those who travelled with a ticket on a delayed train, the website says the ticket must have been purchased within one hour of the scheduled departure time.

PRESTO users could qualify for a credit if they tapped on within 15 minutes of their trip’s scheduled departure time.

Claims must be submitted within 30 days.

GO Transit says special flat-fare tickets, including Weekend Pass, Weekend Day Pass and Weekday Group Pass for unlimited travel, are not eligible.

If claim is approved

Once the claim is approved, the price of the trip will automatically be credited back to the rider’s PRESTO card on their next tap.

Those who paid with a credit card will have their funds credited back in seven to 10 business days after the claim is approved.

For paper ticket or e-ticket users, they will be contacted within three business days after the claim is approved and will receive a credit for an e-ticket of a similar value.

Derailment under investigation

GO Transit is running modified service the day after the derailment as repair efforts continue.

The train came off the track at low speed at 8:16 a.m. near Union Station. As a result, four lines and platforms were out of service at the transit hub all day.

The cause of the incident is under investigation, according to Metrolinx CEO Michael Lindsay. He added that the results will be shared once completed.

“We can confidently say based on today’s inspections and diligence, that our service continues to be safe for riders,” Lindsay said in a post on LinkedIn Monday night.

“We know that an individual train trip is not just a statistic – it’s about work, school and being there for family, friends and fun. Our apologies to all who had these things disrupted today.”