Join us for Metrolinx’s 2025 Annual Accessibility Public Meeting!

What: Metrolinx’s 2025 Annual Accessibility Public Meeting
When: Wednesday, June 11, from 6:30 p.m. to 8 p.m. 

Get updates on Metrolinx's recent accessibility work and a look ahead to key planned initiatives for the upcoming year. This year’s consultation will centre on key topics: Universal Design at Metrolinx, the Accessibility Advisory Committee, the GO train accessibility coach, and our new initiatives, plans, and tools aimed at enhancing accessibility across the GO Transit and UP Express network.

Attendees can join the meeting virtually via Zoom. Visit the accessibility page on the Metrolinx website to learn more including how to register for the public meeting.

The Journey

UP Express is committed to ensuring that its services and operations are fully accessible.

Our stations include accessible features like ramps and elevators for wheelchair access. Signage uses pictograms and easy-to-understand information. Service information is provided in both visual and audible formats.

UP Express trains all board at platform level to ensure ease of boarding. Trains are wheelchair accessible and feature accessible washrooms and locations to store mobility aids. On-board announcements are provided in both visual and audible formats. Priority seating and courtesy seating are available on the train.

Please note that some UP Express train-car configurations may not have an on-board washroom.

PRESTO Braille Cards

The new Ticket Vending Machines (TVMs) don’t sell braille PRESTO cards. You are still able to purchase braille PRESTO cards from Shoppers Drug Mart, select Loblaw stores, GO Transit service counters, or from the PRESTO website.

Special Assistance

UP Express offers special assistance at Union Station and Pearson airport only. Guests requiring special assistance at Union Station should call 1-844-GET-ON-UP (1-844-438-6687) at least one day prior to their trip, to help ensure UP Express staff are fully equipped to handle your needs. Please note that UP Express does not offer baggage handling services.

Travelling with a Support Person

If you need to travel with a support person, they can ride with you for free. When a fare inspector inquires, be sure to let them know you’re travelling with a support person. The person with a disability can demonstrate the need for a support person by picking up a support person sticker for their physical PRESTO card, or by carrying a card or documentation from another organization such as the Access2 Card, CNIB card, or support person card from another transit agency.

Travelling with a Service Animal

We welcome guide dogs and other service animals when travelling on our train.

Service animals are permitted to travel anywhere a customer can. Unless it is necessary for the function of their job, we ask that service animals not sit on the seats.  

As per the Accessibility for Ontarians with Disabilities Act, we encourage customers to travel with documentation supporting their needs in the event it is requested. 

Other Assistance

If you need assistance at a station, please call our Contact Centre: 

Toronto (local calling area): 416-869-3200

Toll-free: 1-888-438-6646 

Contact Centre Hours* 

Monday to Friday: 8 a.m. to 8 p.m.  Weekends & Holidays: 9 a.m. to 5 p.m.  *Our automated self-service tool is available at all times  Telecommunications Relay Service number: 1-800-855-0511 

For guests requiring special assistance at Toronto Pearson International Airport, please contact the Airport Customer Assistance Program (ACAP) or call 1-877-297-ACAP (1-877-297-2227)

Guests requiring assistance with baggage may request Porter Service from Toronto Pearson International Airport.

Service Disruptions

To access a list of current service disruptions, including any ramp closures or elevator outages, please visit our Service Alerts page.

In Case of Emergency

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

Accessible Communication Formats

UP Express is happy to provide inclusive and barrier-free access to information for guests.

To request the accessible format of a communication please call 1-844-GET-ON-UP (1-844-438-6687).

Metrolinx

UP Express is a division of Metrolinx. As the regional transit authority for the Greater Toronto and Hamilton Area, Metrolinx is dedicated to ensuring that services and activities are accessible to people with disabilities well before the regulatory deadline of 2025.

Learn more about Metrolinx and their commitment to accessibility

AccessNow

Metrolinx is excited to join AccessNow, an app providing accessibility information to make trip planning easier for transit riders. When it comes to accessibility, it’s always better to know before you go. Metrolinx’s presence on AccessNow lets the community know what to expect when visiting an UP Express or GO Transit station through detailed accessibility listings and photos.

Starting January 23, 2024, stations will have a badge included on the listings on the AccessNow map, reassuring customers that accessibility information is up to date, accurate and validated by AccessNow and Metrolinx. Through the AccessNow app, UP Express and GO Transit customers' comments will be reviewed by Metrolinx’s Universal Design team. Contact information (accessibility@metrolinx.com) is available on Metrolinx’s business page on the AccessNow app. Download and explore the free app today via Google Play or Apple App Store.

MagnusCards

Metrolinx has partnered with Magnusmode, the creator of  MagnusCards® – a free app that offers visual, audio and text-based digital “how to” instructions – called Card Decks - to make your travel experience on our network a more inclusive experience. Navigating large transit systems can be difficult. That’s why Metrolinx is working with Magnusmode to help make travelling on our network easier.

In MagnusCards life skills library, it can help neurodivergent individuals, people with all abilities, youth, as well as newcomers to Canada, navigate and familiarize themselves with the steps to perform everyday activities independently. Travellers can explore the digital Card Decks with instructions for travel on UP Express and GO Transit. The UP Express digital Card Decks are located under “UP Express” within the ‘Travel’ category of the MagnusCards app. The digital Card Decks on the MagnusCards app are available in six different languages including English, French, Spanish, Chinese, Hindi, and Punjabi.

Download and explore the free app today via Google Play or Apple App Store.

Hidden Disabilities Sunflower Program

Metrolinx is delighted to join the Hidden Disabilities Sunflower program. Beginning October 27, 2023, UP Express and GO Transit customers may request a sunflower pin to voluntarily signify that they may require a bit more support, time or a helping hand when out in public.

By simply wearing the sunflower pin, UP Express and GO Transit employees understand that the customer may need additional help, understanding, or a little more time. The Hidden Disabilities Sunflower program is also being used at many airports, including Toronto’s Pearson Airport.

Customers can pick up a sunflower pin at Union Station by asking a UP Express and GO Transit employee or be sent a pin for free by mail when requested via email at accessibility@metrolinx.com.

Feedback

UP Express welcomes any feedback related to system accessibility. Please feel free to send us your comments using the Contact Us form

Connecting Services

For accessibility information on connecting transit, please see:

The Toronto Transit Commission (TTC)

GO Transit

VIA Rail