GUEST SERVICES

Planning to travel with us? We’re following the recommendations of public health officials to ensure that your trip is as safe as possible. Check out the safeguards we’re taking to help our passengers and employees travel safely during COVID-19.

Safety measures have been implemented to ensure our trains and stations are clean and provide a safe transit option.

Every day. Every train. Every trip. Everyone. Safety never stops.

Beginning January 31, 2023, transit customers can communicate with our Customer Protective Services (CPS) team while on our network or at our stations via text message through the Text-For-Help service.

Customers can text ”HELP” to a five-digit SMS number, 77777, to communicate in real-time with a CPS dispatcher to report or request assistance in the event of an emergency or safety concern. Text-For-Help can be used wherever you are on our network – not just on trains but also on platforms and in stations across UP Express. This service allows you to report feelings of discomfort or safety concerns without drawing attention to yourself if you’re feeling vulnerable.

How it works:

No matter where you are, if you feel unsafe, text “HELP” to 77777.

• Our Customer Protection Services (CPS) will respond within 90 seconds and can assist by dispatching support or local police services to your location
• Once a text is received, customers will receive an automatic response.
• Service is available 24 hours a day, seven days a week

At this time, customers are advised to send us text-only (SMS) messages. Messages without images or video can be received at this time.

Travellers can also continue to use the passenger emergency intercom (red button) on-board UP Express for use when police, fire or medical assistance is required, or call 911 for life-threatening emergencies and crimes in progress.

At UP Express, safety is our first priority in providing a comfortable experience for our guests. To ensure your journey is a relaxed and enjoyable one, we have several safety measures in place.

Some of these measures include:

• Transit Safety Officers
• Passenger safety alarms
• Yellow lines at platform level at Bloor and Weston Stations
• Platform screen doors at Union and Pearson Stations that only open when the train is ready to board
• On-board emergency exits (doors and windows)

In addition, Guest Service Representatives will be on board all trains should you need help.

When standing near tracks or on station platforms, fast-moving trains can pose a potential risk. It is important to stay aware and cautious. UP Express Trains can travel at speeds of up to 140 km/h, and they can be a lot closer and faster than they appear.

The following tips will help make your UP experience a safe one:

• Stand back from the yellow line on the edge of the platform. Freight and GO Trains can pass at any time in either direction at high speeds.
• Never step onto the tracks.
• When travelling with children, always keep them in sight and close to you.
• Be careful of any gaps between the platform and the train while you get on and off.
• Make sure to always enter or exit a station platform from properly designated areas, and never use the ends of the platform as an access point. This is dangerous and illegal.
• Crossing in front of or behind a stopped train is both dangerous and unlawful.
• In multi-track areas, be vigilant to other train movements on other tracks in any direction.
• For your safety, stay well away from moving trains and do not climb onto the side of or ride between the cars of a moving train.
• Text “HELP” to 77777 to discreetly report safety and security concerns or suspicious activity, 24 hours a day, 7 days a week.

Please locate and familiarize yourself with:

• The emergency exits located throughout the railcar
• The emergency information posted near the entry doors
• The emergency equipment and instructions clearly marked throughout the railcars
• The MIKEY defibrillators and first aid kits on the railcars