Not any more

GO Transit launches passenger charter, promises improved service – The Globe and Mail

In Canada on November 8, 2010 at 14:28

GO Transit launched its first passenger charter Monday, vowing to improve customer service and listen to transit users.

The plan promises to provide on-time service, take safety seriously, keep customers informed of developments, provide a comfortable ride and offer quick and courteous help when handling problems.

Implementation of the charter begins Monday and will be an ongoing process.

Bruce McCuaig, president and CEO of Metrolinx, said the charter was developed using customer and employee input, along with contributions from focus groups and the advisory committee.

“Today we start a better way to deliver what our customers want, which is better service,” he said.

Transportation Minister Kathleen Wynne stressed the need to specifically articulate about what GO aims to provide its passengers.

“This is a very, very important service. We know that it helps people improve the quality of their lives,” she said.

Yet there is certainly room for improvement for GO Transit. The system’s first passenger charter report card showed service fell below target in providing a comfortable experience and tackling customer concerns.

Victoria Tavares, 22, said she often has to give up her seat to older people during her commute between Burlington and Toronto, where she goes to school.

“I can’t wait ‘til it’s over so I can stop coming to Toronto,” she said of her two years at George Brown College.

Amy Stout, who also commutes to Toronto for school, said she’s frustrated she always has to stand during peak hours.

Under the “comfortable experience” section of the report card, GO hopes to have seats available for every passenger on 80 per cent of train trips during rush hour.

Ms. Stout said she would check out the charter on the GO website, but she’s more interested in whether any changes will be implemented – and what the cost to her might be.

“I want to see the outcomes,” she said.

GO Transit’s passenger charter

We will do our best to be on time

We will always take your safety seriously

We will keep you in the know

We will make your experience comfortable

We will help you quickly and courteously

Hey TTC, what’s your charter like?


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