Metrolinx CEO Apologizes for Service Disruptions After Derailment

Following a significant train derailment on March 4, 2024, Metrolinx President and CEO Michael Lindsay issued an apology for the extensive service disruptions impacting GO Transit riders throughout the week. The incident, which occurred during a period of severe weather, left many passengers facing delays and uncertainty.

Communication Challenges and Service Restoration

In a statement made during an event celebrating the upcoming opening of the Eglinton LRT, Lindsay acknowledged the difficulties faced by riders. “I want to start by offering my apologies to everybody who is a GO rider, and I’m one myself,” he said. He emphasized that Metrolinx typically maintains an on-time service record exceeding 90 percent and prides itself on high customer satisfaction. “I know that the last two weeks have been a very tough time to be a GO rider,” he added, referencing both the derailment and record-breaking snowfall that contributed to operational challenges.

Lindsay addressed concerns regarding communication from the agency, admitting that there were shortcomings in their outreach. Despite sending emails and news releases, no representatives from Metrolinx had appeared on camera to provide real-time updates. He stated, “We have been trying to communicate with the public and media to the best of our ability,” but acknowledged that the priority had been on repairing the damage from the incident.

As of Friday, Lindsay confirmed that Metrolinx expects to resume full, regular GO service on the weekend. “We are testing that infrastructure today, and hope to return to full service tomorrow; that’s our expectation,” he noted. He underscored the importance of safety, stating, “Safety takes the time that safety takes.”

Details on the Incident

The derailment occurred just after 8:15 a.m. on March 4, when the rear passenger car of a Kitchener-bound GO Transit train derailed while traveling at low speed. According to Metrolinx staff, the train experienced an issue that caused the rear to come off the track and make contact with a track switch. Fortunately, there were no reported injuries, but the derailment forced the agency to implement modified service across the Lakeshore East and West lines.

The derailed train was successfully removed from the tracks by the following day, allowing for repairs to begin. Lindsay stated that further details regarding the cause of the derailment would be disclosed during the upcoming Metrolinx board meeting scheduled for March 8, where preliminary investigative findings will be shared.

In light of the disruptions, riders may be eligible for refunds due to the service interruptions caused by the derailment. Metrolinx encourages affected passengers to check their website for information on how to claim refunds.

As the agency works to restore its full service, it faces the challenge of rebuilding trust with its customers, many of whom rely on GO Transit daily for their commuting needs.