GO needs to step it up because you're breaking your promise

This morning, over at GO Transit headquarters, someone had the wherewithal to send out an email telling subscribed customers that the train that arrives at Oshawa at 7:11 had been cancelled. What this person then failed to do was to email passengers that the 7:28 train, which the 7:11 train eventually becomes, would be cancelled.

I guess GO figured people would realize that. Sure, but only if you know the train schedule at Oshawa and you're on the ball like I am.

When I received that email at 6:53 am, I knew the 7:11 train when it arrives becomes the 7:28 to Union. Unfortunately, a lot of other people didn't make this connection such as some of my bus mates who never run for the 7:15 when our bus arrives (usually at 7:11) at Oshawa GO. Some didn't care to heed my announcement that the next train would be the 7:53 (which was also delayed). I tried to warn them but unless they see it written in black and white, I'm just the crazy bitch who wouldn't let them get electrocuted.

Only a handful of us made it onto the 7:15. The rest had their cigarettes, bought their coffees and waited for a train that didn't come and got on a train that left 13 minutes late (which also did not result in an email from GO).

I'm not saying GO didn't send out an email. They will. And I'll get it 12 hours later just like the one I got Friday night. See below.

I used to tell readers that the reason why these alerts come in so late is because Metrolinx gave GO a shitty bulk email program. I'm now thinking that's no longer the case. I think these email delays happen because whoever is in charge of these alerts gets lazy or distracted, or just enjoys messing with us. To save face, this person then sends an email hours later so he or she can say it was done and then blames the server.

The email I received this morning about the 7:11 cancellation came in just at the right time for passengers like myself to make a decision and haul ass for the earlier train. How hard would it have been to add in a second sentence that read, "The 7:28 Oshawa to Union train is now cancelled. Passengers can take the 7:15 or wait for the 7:53 train trip". This is not rocket science. This is called providing clear communication.

Friday's email and the poor communication from this morning goes against GO Passenger Charter. The same charter that helped the company win that fancy transit award.  These are the five promises GO made in 2011. Number three (not four as I erroneously counted) reads:

We will keep you in the know

Whether it’s information that can help you plan your journey, late-breaking news that impacts your trip with us, or a station announcement you need to hear, we will be clear and consistent in our communications.

Well, you're not. You failed on Friday and you failed today. 

I want to finger Metrolinx for this but I don't think it's a Metrolinx failing. Someone in communications at GO Transit is dropping the ball. I feel so let down.

In three weeks, we will all be paying more to ride GO Transit. When this kind of communication break-down happens (inconsistent email, late emails or no emails at all) that results in hundreds of passengers being left stranded on a platform for close to an hour, it's bad business and very, very, very unfair.

PS. The fact that GO sent emails out this morning (around 3:30 am) warning passengers that the poor weather conditions could severely impact service does not excuse this morning's lack of communication. The weather does not impact email. GO proved with the 6:53 am email that I received that they are capable of sending out emails in a timely fashion that allows passengers to make decisions about their commute. Unfortunately, that email lacked important details that allowed for some passengers to make an informed decision.