Go-Train Service Guarantee

Reposting due to removing a paragraph deemed too rude….

What a joke. My train was first delayed by 20min and ultimately cancelled. After calling their customer helpline they said cancelled trains don qualify for service guarantee since they never arrived the destination and a train has to be 15min plus late at the destination!?

A cancelled train is the ultimate definition of delayed, it never arrived at the destination! I was able to get to work only by taking the next train departing 30mins later. For my employer I was 30mins late, the outcome is the same.

Metrolinx says nothing on their website that cancelled trains don’t qualify for service guarantee, only weather related issues.

I don’t accept the response from Metrolink, arbitrarily making new definitions up which are not publicly available. How can I proceed?