I would like to petition for better communication and rider care on the Stouffville line.

Stouffville line riders face unique challenges due to lower train frequency and limited local transit options - delays often leave riders with few alternatives. As such, I feel it is vital that we get frequent, timely, and honest communication. If a train is going to be cancelled, please just say that.

My Request

I am not asking that the GO works all the time, that's impossible and things happen. But there is so much more that can be done to avoid leaving riders confused and freezing with an almost 1 hour delay to reaching their destinations. I ask that the GO please provide the following:

• Real-Time Service Updates/ETAs
  • Implement live train and bus ETA updates on station display boards, the website, and the app similar to those seen on the VIVA or TTC
• Proactive Delay Communication
  • Provide frequent, clear announcements at stations when delays exceed 15 minutes to allow passengers to make informed decisions (e.g., seek shelter, stay on the platform, or arrange alternate transport if possible)
• Shelter Improvements
  • Increase shelter maintenance and adjust the heatlamp activation temperature to a higher threshold (e.g. above freezing - below freezing which is the current threshold is not reasonable given that some times passengers can wait up to an hour for the next train/bus).
• Contingency Shuttle Service
  • Try to replace cancelled trains with busses, especially during hourly service periods to prevent delays in excess of 1 hour. 

One example of why this matters - December 14th Equipment Issues

As a GO rider myself, I knew to check GO updates before heading out. The website stated that due to equipment issues there were shuttles running to Unionville where we could then take the train to Union. I took the shuttle that would take me to the12:39PM Unionville train for an immovable appointment. When we arrived, the train was already sitting on the tracks and we received an announcement as we walked to the farther side (platform 3 - for those that don't know, you must take the stairway to get to the second set of tracks) that our train was departing at 12:59PM given that our bus arrived at 12:50PM. 

It was either that the 12:39PM had already left or the GO decided to cancel it altogether and let us take the next one because we sat there for over 30 minutes without heatlamps working in the shelters before we received any updates. I am convinced we only received an update because the GO accidentally played one of their advertisement announcements. Halfway through the cheering sports event ad they cut it and announced that our train would be arriving at 1:39PM...which was the next train...meaning folks would have to wait another 20 mins in the cold.

Unionville has a customer center building, but when you are unsure if the train sitting at the station is departing soon you are not able to go back to the other side of the platform to wait since you would not be able to get back in time to board if the train does decide to open its doors. 

I ended up calling an Uber instead as I had an appointment which meant time and additional money wasted to me. Some other riders may not have the luxury to just call up an uber.

Thank you for reading.