Q. Am I eligible to receive the pro-rated credit?

You are eligible to receive a pro-rated credit for your March or April monthly pass if:

  • You did not travel on the TTC at all between March 18-31 or April 1-30
  • You travelled on the TTC for some (but not all) days between March 18-31 or April 1-30

If you purchased a monthly pass prior to March or after April, you are not eligible for the credit.

Q. How was my pro-rated credit determined and/or calculated?

Your credit was calculated in the following way:

March
A daily rate was calculated by dividing the full pass cost by 31 days. This rate was pro-rated credited per number of days with no transactions between and including March 18 – 31.

April
A daily rate was calculated by dividing the full pass cost by 30 days. This rate was pro-rated credited per number of days with no transactions between and including April 1 – 30.

Examples of how your pro-rated credit is determined:

Heavy use e.g. Customer who uses the TTC daily and pays their fare with an Adult Monthly Pass $156.00

Ranjit buys Monthly adult passes to pay for his daily commute. He uses his March pass for the first 2 weeks: 10 weekday return trips from March 1 to 13 then works from home for the remainder of March with no usage after the Ontario declaration of emergency on March 17. He purchased an April pass. However, Ranjit continues to work from home for all of April and does not use his card.

March Refund $5.03 x (March 18 to 31 = 14 days) + April Refund $5.20 x 30 days = $70.42 (March) + $156.00 (April) = $226.42

Medium use e.g. Customer who uses Youth Monthly Pass $128.15

Solange attends high school. She moved to a blended attendance (online and onsite) since April. She purchased monthly Youth passes for March and April. During March she used her pass for 22 days from March 1 to 22 and in April for 10 days.

March Refund $4.13 x (March 23 to 31 = 9 days) + April Refund $4.27 x (30 – 10 days) = $37.17 (March) + $85.40 (April) = $122.57

Limited use e.g. Customer who uses the TTC for weekday appointments and weekend shopping and pays with a Monthly Fair Pass $123.25
Sam makes limited trips in the week, but is a consistent user of his Fair Pass over a month. In March he travelled on 15 days from March 17 to 31 and in April he travelled on 16 days.

March refund $3.98 x (0 days as card used daily, after the March 17 Ontario declaration of emergency, from March 18 to 31) + April Refund $4.11 x (30 – 16 days)
= $0 (March) + $57.54 (April) = $57.54

DTE = Downtown Express (refund will be adjusted for DTE passes based on service availability of DTE buses. Amounts will be reviewed per pass).

Pass Type  Pass Cost  March Daily Amount @ 31 Days  April Daily Amount @ 30 Days
12 Month
Adult

$143.00

$4.61

$4.77

Adult DTE 

$188.90

$6.09

$6.30

Youth

$117.45

$3.79 

$3.92

Youth DTE 

$163.35

$5.27

$5.45

Senior

$117.45

$3.79

$3.92

Senior DTE 

$163.35

$5.27

$5.45

Monthly
Adult

$156.00

$5.03

$5.20

Adult DTE 

$201.90

$6.51

$6.73

Fair Pass

$123.25

$3.98

$4.11

Fair Pass DTE

$169.15

$5.46

$5.64

Post-Secondary

$128.15

$4.13

$4.27

Post-Secondary DTE

$174.05

$5.61

$5.80

Youth

$128.15

$4.13

$4.27

Youth DTE 

$174.05

$5.61

$5.80

Senior

$128.15

$4.13

$4.27

Senior DTE

$174.05

$5.61

$5.80

Q. Why is the calculation based on days, not trips taken?

The data isn’t currently available to distinguish initial taps vs. transfer taps for pass customers. Accordingly, it wouldn’t be possible to effectively calculate a refund amount as calculating the number of trips taken would require trip re-construction. This isn’t possible with such a large number of customers.

Q. When will I get my credit?

PRESTO will begin loading the pro-rated credits for the March and April monthly passes onto its system, starting August 21, 2020. Due to the large number of customers who will be receiving the pro-rated credits and to manage all the other PRESTO customer transactions, it may take until the end of November before all eligible customers receive their credit.

We appreciate your patience as we work to ensure every eligible customer receives their credit.

Q. How do I get my pro-rated credit?

You must tap your card on a PRESTO reader when boarding a vehicle or entering a station to have your credit loaded onto your card. You will be charged your normal fare when doing this.

You can also load your credit on your card at a Self-Serve Reload or Fare Vending Machine at all stations, by visiting any Shoppers Drug Mart location, or at the TTC’s Customer Service Center at Davisville Station.

You must load your credit onto your card before the end of November or it will expire.

You can use your pro-rated credit to pay your fare as you go, if you aren’t ready to purchase a monthly pass yet, or you can put it towards the cost of a monthly pass. If they are using the credit to purchase a monthly pass, you must purchase it at a Shoppers Drug Mart location or at the TTC’s Customer Service Centre at Davisville Station.

Q. How do I confirm that the pro-rated credit was added to my card?

You can view your balance and transaction history online or using the PRESTO app. The pro-rated credit will appear as a load amount. It may take up to 24 hours for the pro-rated credit to appear after tapping on a device,

We appreciate your patience as we work to ensure every eligible customer receives their pro-rated credit.

Q. Why do I need to tap on a device to add the pro-rated credit to my card?

Your PRESTO card balance is stored on the card itself, so when you load funds or a monthly pass online, or when we send a pro-rated credit to your card through the PRESTO system, you need to tap your card on a PRESTO device or self-serve machine at a station to add those funds, monthly pass or the pro-rated credit to your card balance.

Q. Will I get a pro-rated credit for my May monthly pass?

No. The pro-rated credits are for March and April monthly passes only.

Q. Can I use my pro-rated credit to purchase a monthly pass?

Yes. However, you can only do this at a Shoppers Drug Mart location. Depending on how much your credit was for, you may need to add additional funds onto your card before you can purchase your monthly pass.

Q. What if I’m not ready to purchase a monthly pass yet?

That’s ok. You can use the pro-rated credit to pay your fare as you go using your pro-rated credit balance.

Q. I cancelled my 12 Month Pass, can I use the pro-rated credit to purchase my 12 Month Pass?

No. The 12 Month Pass is only available online at prestocard.ca.

Q. Can I use my pro-rated credit to pay my fare on other transit agencies that use PRESTO?

Yes.

Q. Can I redeem my pro-rated credit for cash?

Yes. To do this, you would have to go through PRESTO’s refund process.

A processing fee applies and customers must provide their PRESTO cards to PRESTO to close down their account.

Q. Will my pro-rated credit expire if I don’t use it to purchase a monthly pass or pay my fare on another agency that uses PRESTO?

No. However, you must add your credit onto your PRESTO card before the end of November 2020.

Q. Why have I received a pro-rated credit to my PRESTO card instead of a refund to my original form of payment?

Payment types are not kept on file and not all payment types would be eligible. PRESTO pro-rated credits are available to all eligible customers, don’t expire once added to your card, can be used towards future pass purchases and to pay your fare on any PRESTO enabled agency.

Q. Can I still get the pro-rated credit if I replaced my PRESTO card since purchasing these passes?

Yes. If you purchased a March and/or April monthly pass on a PRESTO card that you later had replaced through PRESTO’s card replacement process, your pro-rated credit will automatically be sent to your new card.

Q. Who can I contact if I have more questions or haven’t received my pro-rated credit yet?  

You can contact the TTC’s Customer Service team at 416-393-3030.

It may take until the end of November for all eligible customers to receive their pro-rated credit. If you haven’t received your credit by the beginning of December, then you should contact the TTC’s Customer Service team for assistance.