GUEST SERVICES

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FAQs

Union Station: UP Express is conveniently located in the Skywalk at Union Station. You can reach the Skywalk by leaving the Great Hall and walking towards the CN Tower.
Toronto Pearson International Airport: UP Express is located in Terminal 1 at Toronto Pearson International Airport next to the Terminal Link Train . The Link provides transfers free of charge between Terminal 1 and Terminal 3.
Bloor and Weston Stations: UP Express platforms are located within Bloor and Weston GO Stations.
UP Express parking is available at Weston Station only and is free of charge. Please note that parking is not permitted between 2am – 5am daily. (No overnight parking is permitted.) Please be aware that due to high demand from GO Transit commuters, this lot is often full.
For all UP Express stations, please consider alternative access modes including transit, passenger pickup and drop-off, walking and cycling.
Flight check-in kiosks are available at UP Express Union Station for the following airlines:
  • Air Canada
  • WestJet
While UP Express is dedicated to ensuring our guests arrive at Toronto Pearson International Airport in 25 minutes, unforeseen circumstances could cause a delay. To allow plenty of time for check-in procedures, baggage drop-off and security checks, always arrive at Toronto Pearson well in advance of your flight. Please read the Toronto Pearson Departure Guidelines for more information.
Please note that UP Express is not responsible for any costs associated with missed flights at Toronto Pearson International Airport.
For more information please see UP Express Terms & Conditions
Purchase of UP Express tickets does not include an assigned seat. Seating is available on a first come first serve basis with trains departing every 15 minutes.
At Metrolinx your safety is our first priority. During the busy peak travel periods on UP Express, our Guest Services Representatives are now asking guests to line up on the platform to purchase tickets or have their tickets validated before stepping on the train.
  • Guests who have purchased a ticket or have tapped their PRESTO cards may join the lines, and have their payment quickly confirmed, before boarding the train.
  • Tickets can be purchased quickly and easily at the ticket vending machines, via the UP Express free mobile app and online.
  • If you are travelling between 06:30-09:00 or 15:00-19:00, please allow yourself just a few extra minutes to board the train.
In the event of a service delay greater than 45 minutes, guests may be eligible for compensation up to and / or equal to the fare paid. Please contact UP Express within 30 days of your trip.
Please note that GO Transit Service Guarantee does not apply to UP Express.
For more information please see UP Express Terms & Conditions.
Each guest may bring a maximum of two dogs, cats, or other small animals on board free of charge. Dogs must be on a leash or in a carrier. Cats and other small animals must be in a pet carrier that allows room for the pet to stand or lie down with comfort.
No. Smoking of any kind is not permitted on UP Express.
UP Express welcomes guests to bring luggage on board meeting the following criteria similar to airline baggage standards:
  • Does not exceed 158cm in overall dimensions (length + height + depth)
  • May not exceed 23-32kg (50-70lbs)
  • Larger baggage items (sporting equipment, packaged bicycles, etc…) are to be placed in oversized baggage storage areas where space permits
UP Express cannot guarantee baggage guidelines are aligned with your airline. Please visit your airline for specific details regarding baggage restrictions.
Bicycles are permitted on UP Express during non-rush hour times. Guests may not bring bicycles on board between 6-10am and 3-7pm, Monday to Friday. Our Guest Services Representatives will be happy to show you where these need to be placed on board.
The UP Express website and mobile app is the best source for quick and easy delivery of UP Express tickets.
If you are unable to purchase online, tickets can also be purchased at the following locations:
  • UP Express Ticket Vending Machines (TVMs)
  • UP Express Service counters
  • All GO Transit station service counters and TVMs for non-airport travel
  • PRESTO card (electronic fare card)
If you require additional assistance in selecting the appropriate fare for your trip, please contact us at 1-844-GET-ON-UP.
PRESTO cards can be purchased at http://www.prestocard.ca as well as at UP Express and GO Transit stations throughout the Greater Toronto Hamilton Area. Select UP Express Ticket Vending Machines at Union and Pearson Stations allow customers to purchase a PRESTO card, add value, and check balance and account information. Please note a non-refundable $6 fee is applied to all new PRESTO cards.
For Guests that want to travel to the airport:
PRESTO can be used by tapping ON at an UP Express Fare Payment Device that is silver coloured at the beginning of your trip, and tapping OFF at a silver coloured UP Express Fare Payment Device at the end of your trip. Please ensure you are using a silver coloured UP Express Fare Payment Device, not a green coloured one marked for GO Transit.
In the event that you forget to tap OFF, you will be charged the full fare from the location where you tapped ON. For this reason, you must have the maximum fare from your tap ON location available on your PRESTO card balance at tap ON. Once you have tapped OFF, your PRESTO card will adjust for the proper fare for the trip taken.
Example – When a guest enters the UP Express system at Weston Station en route to Pearson Station, the moment the guest taps ON a silver coloured UP Express designated Fare Payment Device, the guest will be charged the maximum fare (which in this case would be from Weston Station to Union Station). Once the guest taps OFF at a silver coloured UP Express designated Fare Payment Device at Pearson Station, the transaction will be closed and processed at the appropriate Weston to Pearson reduced fare (rather than Weston to Union).
For Guests that travel to non-airport destinations:
PRESTO can be used by tapping ON a green coloured GO Transit Fare Payment Device and tapping OFF on a green coloured GO Transit Fare Payment Device. These devices also honour default settings that are set on the cards.
In the event that you forget to tap OFF, Guests will be charged the maximum fare on the Kitchener corridor. For this reason, Guests must ensure they tap OFF on the proper device.
If you tapped on a silver coloured UP Fare Payment Device and would like to cancel your tap ON, please see a Guest Service Representative (GSR) within 60 minutes for assistance with a reversal.
If a GSR is not available please contact 1-844-GET-ON-UP for further assistance.
If you tapped on a green coloured GO Fare Payment Device and would like to cancel your tap ON, Guest must select the “Correction” button on the green coloured GO Fare Payment Device within 15 minutes of your tap. For more assistance, please contact a GO Transit station attendant or contact 1-844-GET-ON-UP for further assistance.
Tapping is based on where you are going rather than the train you take:
Bloor/Weston Stations – Destination: To Pearson Airport
  • Which PRESTO machine do I Tap?
  • Silver coloured UP Express fare payment device.
  • Which Train do I get on?
  • UP Express
Bloor/Weston Stations – Destination: Towards Union Station from either Weston to Bloor or Bloor to Union
  • Which PRESTO machine do I Tap?
  • Green coloured GO fare payment devices or silver coloured UP fare payment devices.
  • Which Train do I get on?
  • If you tap on a GO fare payment device, you can travel on either GO or UP Express.
  • If you tap on an UP Fare Payment device, you must travel on UP Express.
Tap off on the same device you initially tapped on. If you tapped on UP then tap off on UP. If you tapped on GO fare payment device, tap off on GO. Please note that UP fare payment devices do not recognize default settings set on PRESTO cards.
If you are headed to or coming back from Pearson airport you tap on the silver coloured UP Express devices.
If you are going anywhere else on GO or UP you tap on either the silver coloured or green coloured devices.
Please note that if you tap on a GO fare payment device, you can travel on either GO or UP (provided that you are not going to the airport). If you tap on an UP fare payment device, you may only travel on UP Express.
No, PRESTO cards will only show which device you tapped on. If you tapped on a silver coloured UP Express device it will show as tapping on UP Express and if you tapped on a green coloured device then it will show as a GO tap.
No, if you have tapped on a GO machine and are headed to anywhere but the airport then you will be able to get onto the UP Express train with no worries. If you have tapped on a GO device and are headed to the airport however you will have to tap off at a GO device. If that happens a Guest Service Representative can provide you with assistance.
UP Express does not have a loyalty program with airport customers at this time.
In the event of a service delay greater than 45 minutes, guests may be eligible for compensation up to and/or equal to the fare paid. Guests must contact UP Express within 30 days of their trip. Guests who travelled on UP Express with GO Transit Fares are not eligible for GO Service Guarantee claims. Please contact Guest Services for more information.
Guests who use UP Express fares or tap on UP Express fare payment devices for PRESTO are not eligible for transfers with other transit service providers.
Guests who use GO Transit fares or tap on GO Transit fare payment devices for PRESTO are eligible for transfers with other transit service providers – please visit www.gotransit.com for more details.
UP Express is currently working with the Canadian Revenue Agency to determine tax credit eligibility. Guests that use GO Transit fares or tap on GO Transit fare payment devices for PRESTO are eligible for tax credits – please visit www.gotransit.com for more details.
Most tickets purchased online expire one (1) year from the date issued unless otherwise indicated.
The following fare types are subject to different expiry dates:
  • Paper tickets purchased from an UP Express TVM, UP Express service counter, or on-board the train expire 1 hour after purchase
  • UP Express tickets purchased along with a GO Transit ticket expire 1 hour after arrival at an UP Express Station (Must retain GO Transit ticket as proof of origin departure time)
  • For Guests using PRESTO, guests have 1 hour to complete their trip after it has been tapped ON a silver coloured UP Fare Payment Device
  • For Guests that purchase a GO Transit ticket from a GO Transit service counter or GO TVM for non-airport travel, tickets expire 4 hours after purchase
  • For Guests using PRESTO and tap on a green coloured GO Fare Payment Device, guests have 45 minutes to complete their trip
  • All UP Express vouchers are printed with a valid expiry date and will not be accepted after the expiry date has passed
To make extended travel easier, VIA Rail passengers wishing to connect to UP Express can purchase combined UP Express and VIA Rail tickets through VIA Rail. Please contact 1-888-VIA-RAIL or visit www.viarail.ca to purchase.
Guests with questions or concerns regarding UP Express tickets purchased through VIA Rail must contact 1-888-VIA-RAIL or visit www.viarail.ca for more information.
For refund requests please contact Guest Services at 1-844-GET-ON-UP. Please see the Terms and Conditions for refund eligibility.
For refunds on GO Transit fares, please contact Guest Services.
Groups of 50 or more people, or organizations with regular travel needs can apply for group or corporate rates.
Guests can access GO Transit and TTC subways, buses and streetcars from Union, Bloor and Weston stations. Please note that an UP Express ticket is not valid on TTC or GO services, nor are TTC and GO Transit tickets and transfers valid on UP Express. Valid fare must be paid when connecting to or from TTC or GO Transit.
If you are using PRESTO, you must tap ON at an UP Express Fare Payment Device at the beginning of each trip and tap OFF at an UP Express Fare Payment Device before using your card with another service provider (including GO Transit).
Support persons are welcome to travel on UP Express at no charge, and will be issued a Courtesy Ticket at the Service counter at the station or at the time of inspection on-board the train. Support persons must remain with the full fare ticket holder during travel.
Support animals are welcome to travel with UP Express so long as they are on a leash.
If you plan on travelling with UP Express and require assistance at an UP Express station, please call Guest Services at 1-844-GET-ON-UP in advance of your trip so suitable arrangements can be made.
If you require assistance at Toronto Pearson International Airport please visit their website to find out how you can make arrangements.
If you have lost an item, please visit the Lost & Found page or contact us at 1-844-GET-ON-UP and we will assist you.
Please note that UP Express does not assume responsibility for lost or stolen property.
GO Transit has resources available for developers to build their own mobile applications by promoting the use of transit-related information.
Currently, resources include a schedule published in the Google Transit Feed Specification (GTFS) format. To start using our GTFS data, please read and agree to our Access and Use Agreement.
Make sure to watch this page often - updates to the GTFS file are typically made every few weeks.
There are two tools available to help you plan your trip. On our website you will find the Google Trip Planner, where you can easily plan your trip using Google Maps. Google Trip planner is great for quick one time trips, or if you’re not quite sure where your final destination is.
The Greater Toronto and Hamilton Area (GTHA) official trip planner, Triplinx, is also available to help plan your trip. Triplinx provides you with all of the information you need to plan your transit trip and explore the wide network of transit services available across the region. You can use Triplinx to find schedule, fare, service and other information to help make travelling around the region easier. Triplinx is fully accessible and provides accessible trip itineraries and information on paratransit services offered across the GTHA. Triplinx is available on its own website and can be accessed using mobile devices.