Markham commuters on the Stouffville GO line spent the first half of the week on a reduced schedule after a train derailed just outside Union Station on Monday morning, setting off delays and cancellations across the GO network.

What happened

At 8:16 a.m. on Monday, Feb. 2, a Kitchener line train heading west out of Union Station came off the track and struck a track switch. The stranded train blocked four tracks and platforms, so other trains could not move through the area for several hours. The contact with the switch also knocked out signals.

Metrolinx said all seven GO train lines that serve Union Station were delayed, and at one point warned of delays of more than two hours. UP Express service to Pearson airport was suspended through the morning rush. Hundreds of commuters waited in the Union Station concourse for platform information, and the TTC added buses and streetcar service to help move stranded riders.

Reduced service on the Stouffville line

Crews worked into the night to remove the train, and it was off the tracks by Tuesday morning. GO still ran a special schedule on Tuesday. The Stouffville line, which serves Markham at the Unionville, Centennial, Markham and Mount Joy stations, ran trains every 30 minutes in the morning and afternoon peak periods. By noon Tuesday, GO's service updates page listed 98 delay and cancellation notices for trains and buses.

Metrolinx chief executive Michael Lindsay said in a LinkedIn post that an investigation was underway to find the precise cause and that the findings would be shared once available. He said inspections had confirmed that GO service remained safe for riders.

On Wednesday, Metrolinx said service was steady across the network, though still reduced, and that some riders had faced delays because of crowding on fewer trains. The agency said the remaining damage was to the signal system.

The majority of the necessary track repairs are completed with remaining work related to the signal system, which sustained significant damage. Those repairs will take longer to complete and at this stage we expect the impacts to extend into tomorrow.

— Metrolinx statement

How to get a refund

Riders who were delayed on Monday may be eligible for a refund under GO's service guarantee, which applies when a regularly scheduled train arrives 15 minutes or more late, except for delays caused by extreme weather.

Trips that have been impacted by the derailment incident will be refunded in accordance with our service guarantee policy.

— Metrolinx statement

  • Claims are submitted online and must be made within 30 days of the delayed trip.

  • Riders who paid with PRESTO or a credit or debit card, including on a phone or watch, get the credit back on the same card.

  • Paper ticket, day pass and group pass users receive a GO credit voucher; day and group pass holders are asked to contact GO's contact centre.

  • E-ticket users receive an e-ticket of the same value.

Metrolinx is asking riders to check gotransit.com or sign up for On the GO alerts for real-time updates until full service is restored.