UP Express Customer Charter

Our customers are at the heart of everything we do at UP Express. The Metrolinx Customer Charter is the base of all decisions we make in order to directly support our five promises to you:
To do our best to be on time
We know you rely on us as your direct link from Union Station to the airport. Our goal is to always be on time, but when we can’t be, we’ll try our best to make sure to give you as much information as possible.
To always take your safety seriously
We always want our riders, employees and all those who come into contact with our services to be safe – that’s our top priority. This means trains that are checked and maintained regularly, well-lit stations and waiting areas and quick response times when you need help most.
To keep you in the know
Knowledge is power, and we want to keep you as updated as possible, whenever possible. This means sharing information about delays, trip planning and more whenever it becomes available, online and in person.
To make your experience comfortable
We want your time with us to be as enjoyable as possible. We’ll make sure our trains, waiting areas and stations are modern and well-equipped because we know that making your trip comfortable and stress-free can be the difference in your day.
To help you quickly and courteously
We want to do whatever it takes to make your trip top-notch. If you have an issue, we’ll work to resolve it right away, whenever possible. Whatever you need, we’re here to help – just ask!
When we make promises, we do everything we can to keep them. With these promises come performance standards that evaluate how we’re doing and how we can be better. Take a look at our full Customer Charter, performance standards and results, here.