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Safety

Where can I get information and updates on the coronavirus (COVID-19)?

Toronto Public Health is the best source of information. Please visit www.toronto.ca/coronavirus

Toronto Public Health Hotline Monday to Friday
8:30 a.m. – 8 p.m.
(closed on statutory holidays)
Saturday and Sunday:
10 a.m. – 6 p.m.
Translation is available in many languages.
Telephone: 416-338-7600
TTY: 416-392-0658
Email: PublicHealth@toronto.ca

Are TTC customers safe to travel on the TTC?

Yes. Customers are safe to ride the TTC. We ask that our customers and employees practice good hand hygiene and maintain appropriate distance where possible from their fellow customers/colleagues in accordance with Toronto Public Health recommendations.

We also ask that customers and employees who have travelled outside of the country and that those who feel sick to stay home. We continue to monitor the situation closely and are committed to updating our customers and employees should any new information become available. 

Can I still travel on the TTC, even though the province has said no more than five people should be near each other at one time?

Yes. This directive does not apply to transit.

Why are some TTC employees wearing masks? Does that mean the system is unsafe?

Some employees may be wearing masks as a result of a new policy that was put in place on March 19, 2020, allowing anyone who would like to, to wear a mask. This doesn’t mean they are sick or that the system is unsafe. Please continue to treat our employees and your fellow commuters with respect during your journey. 

What is the TTC doing to help keep customers and employees safe? Especially when there may be a number of people on a vehicle at one time.

Since January, the TTC has been performing significant additional cleaning and disinfection of all public places with a focus on touch and grab points, such as buttons, railings, handles and straps. All stations, buses, streetcars, trains and Wheel-Trans vehicles are receiving extra attention.

  • We have provided additional cleaning materials to our operators for their personal space.
  • We continue to be in regular contact with the City and Toronto Public Health so we can take direction and provide our customers and employees with the most up-to-date information.
  • We are following all of Toronto Public Health’s recommendations, including asking those employees who have travelled internationally or come into contact with anyone symptomatic to please stay home and self-isolate for a period of 14 days (this is now mandatory as per an announcement that was made by the Federal government on March 25, 2020).
  • We ask anyone who is feeling unwell to stay home.
  • On March 19, 2020, the bus operators stopped handing paper transfers out to customers paying by cash, TTC ticket or token.
  • On March 23, 2020, the TTC asked customers to enter through the rear door of its buses, except for those customers who require the kneeling ramp or have other disability needs. All cash, TTC ticket and token collection has also been temporarily suspended on buses. Payment is by PRESTO card or PRESTO Ticket only. Customers who do not have a PRESTO card or PRESTO Ticket will not be denied a ride and they are being asked to pay their fare at their earliest opportunity. Those customers who do not require access through the front doors should enter and exit through the rear doors.
  • While transit trips are down due to various closures and work-from-home policies, TTC Fare Inspectors will continue their important work, focusing on education and customer service while respecting the importance of physical distancing.
  • For the time being there will be no manual period of payment checks or hand-held taps.
  • Fare inspectors will be positioned near card readers to observe customers tapping for proof of payment. Where there is no tap, they will assess and educate about proper fare payment.
  • For on-board trips, they will leave vehicles once there are 50 people on it and board another vehicle in order to maintain physical distancing.
  • Fare inspectors may also be randomly posted at busy intersections to observe, educate and provide customer service.
  • Operational procedures were issued to staff for dealing with a customer who self-discloses they have the virus.

What precautions are being taken to protect our Wheel-Trans operators who come into very close contact with customers?

A number of measures have been put in place since the end of January to protect our Wheel-Trans operators who may be at increased risk of exposure due to their close contact with customers, and trips to and from healthcare facilities, these include:

  • Wheel-Trans operators and contracted sedan taxi drivers have stopped collecting cash, TTC tickets and tokens on all Wheel-Trans vehicles and contracted sedan taxis (as of March 24, 2020). Customers can continue to use a PRESTO card and PRESTO Ticket to pay their fare.
  • Wheel-Trans operators have been provided with surgical masks, safety glasses and gloves to wear at their discretion during their shift.
  • Wheel-Trans buses that are out for service transport approximately 20 customers per shift with the majority of customers in mobility devices. If there are any incidents on a Wheel-Trans bus such as an illness or a customer coughing, the vehicle is taken out of service to be cleaned.
  • Ongoing Service line bus cleaning.
  • Order of extra divisional wipe down which includes touchpoints.
  • Office area extra supplies Oxivir Disinfecting Wipes for each work station and office area special clean.
  • Operational procedures were issued to staff for dealing with a customer who self-discloses they have the virus.

Do I need to wear a mask on TTC?

No. TPH continues to advise against wearing masks for healthy individuals and has noted that masks may in fact increase risk as they can lead to individuals touching their face more often than necessary.

Where can I go to get the latest updates on COVID-19 and recommended safety measures?

Please visit Toronto Public Health's website.

Operations

Will the TTC be changing its service?

Yes. The following services changes have been made, including reallocating:

  • All 900-series Express Bus routes as needed, except for the 900 Airport Express, 903 Kennedy-Scarborough Centre Express and 927 Highway 27 Express.
  • All 140-series Downtown Express routes, where needed.
  • The 176 Mimico GO and 508 Lake Shore service, as needed.

Regular bus services will continue to run along Express routes that are suspended, with the majority of service operating every 10 minutes or better. All neighbourhoods continue to be served and additional buses will be operated where and when required. There is also no change to our subway service levels.

In order to reduce customer volume and allow for better physical distancing, we are also re-deploying additional buses on higher volume routes where they are needed most for early AM and AM peak service, using available resources.

  • 300 Bloor-Danforth Blue Night - 5 extra buses
  • 320 Yonge Blue Night - 4 extra buses
  • 29 Dufferin - 4 extra buses
  • 35 Jane - 6 extra buses
  • 37 Islington - 3 extra buses
  • 39 Finch East - 4 extra buses
  • 41 Keele - 4 extra buses
  • 44 Kipling South - 2 extra buses
  • 52 Lawrence West - 2 extra buses (Airport trips)
  • 96 Wilson - 4 extra buses
  • 102 Markham Rd - 4 extra buses
  • 117 Alness-Chesswood - 2 extra buses
  • 119 Torbarrie - 2 extra buses
  • 123 Sherway - 2 extra buses
  • 165 Weston Rd North - 3 extra buses

In addition to this list, we have supervisors assigned to key positions throughout the system to direct additional buses to where they are needed most on high ridership routes. Transit Control also had additional staff working to ensure we are responsive and active in our management of service throughout the system.

Please note that this list and it may fluctuate throughout the day and on other days going forward.

We are also:

  • Asking customers to board a bus through the rear doors only, except for customers who need the kneeling ramp or have other accessibility needs.
  • Discontinuing the use of fare boxes for cash, TTC tickets and tokens. More than 93 per cent of customers have adopted PRESTO and we stopped issuing paper transfers last week.
  • Asking bus operators to close their protective shield.

While these measures are being taken out of an abundance of caution, we continue to monitor this evolving situation and we may take additional steps as needed. Our employees and customers will be advised of any additional changes.

Why has the TTC changed its bus boarding policy, to only allow customers to enter the through the backdoor?

The change was made to allow for further physical distancing and because customers are not required to pay their fare by cash, TTC ticket, or token, or obtain a paper transfer on buses at this time. Customers who have cash, TTC tickets or tokens, should try to pay their fare at the earliest transfer point or when they enter a subway station. Cash, TTC ticket and token customers, entering a station through a bus bay without having paid a fare on a bus, will not be issued a fine. Fare inspectors are in stations to provide customer service and help people navigate the stations. PRESTO card and PRESTO Ticket customers should pay their fare when they board the bus through the rear doors.

Customers who require the kneeling ramp, or have other accessibility needs, should wait at the front door of the bus and the operator will open the door and deploy the ramp.

What if I don’t have a PRESTO card or PRESTO Ticket?

We encourage customers to use PRESTO cards or tickets to pay their fare. They can be purchased from a Fare Vending Machine at all subway stations or at Shoppers Drug Mart.

What if I don’t go to the subway or Shoppers?

You will still be allowed to board the bus. If you do not have a PRESTO card or ticket you will not be denied service and we would ask that you pay at your first opportunity like at a station or on a streetcar.

Are Wheel-Trans operators and contracted sedan taxis drivers still accepting cash, TTC tickets or tokens?

No. Wheel-Trans operators and contracted sedan taxi drivers are no longer accepting cash, TTC tickets or tokens. Customers can still pay by PRESTO card or PRESTO Ticket.

Now that all organized public events of over 50 people are prohibited, will this impact my commute on the TTC?

No. The guidelines for mass gatherings do not apply to public transit.

I’m not feeling well and need to go to the hospital. Should I take transit?

Please contact Toronto Public Health should you suspect you have COVID-19. They will advise the best way to access the necessary resources, including travel to the hospital.

How does TTC coordinate with Toronto Public Health?

We have daily calls with Toronto Public Health.

Is TTC coordinating with other transit agencies on safety measures?

We are in touch with other transit agencies and TPH regularly and as required.

Can I book Wheel-Trans to go to the hospital or a COVID-19 testing facility?

At this time, we are asking all customers to please contact the Wheel-Trans Reservations Line at 416-393-4222 if they are booking a Wheel-Trans trip to a hospital or COVID-19 testing facility. Booking a trip to these locations will not be available through our self-booking website. We will continue to post updates as information becomes available.

Can I still visit the TTC’s Customer Service Centre at Davisville Station for help?

No. The Customer Service Centre at Davisville Station will be closed until further notice. The following alternate service options are available to you during this closure:

  • PRESTO cards may be purchased at Fare Vending Machines at subway stations, Shoppers Drug Mart locations, or online at prestocard.ca.
  • You can contact our Customer Information office by telephone at 416-393-4636, for general TTC Information.
  • You can contact Customer Service by telephone at 416-393-3030 or online to submit a complaint or compliment about the TTC.
  • Photo ID Service are not available at Davisville Station at this time.

If I lose something how do I find it? Is your Lost Articles office still open?

The TTC’s Lost Articles Office is closed to the public. If you have lost something on the TTC, we’ll keep it safely stored as per our usual processes. If you have lost something critical, please call us at 416-393-4100 between 12 p.m. and 4 p.m. If we have your item and you need it urgently, we will make arrangements for you to pick it up from our office at Bay Station. Please do not come to the Lost Articles Office at Bay Station unless you have called us and confirmed that we have your item.

Is the TTC Photo ID Centre open?

No. The TTC Photo ID Centre is closed until further notice.

Post-Secondary Students who require a TTC Photo ID card can get one when the facility re-opens. Until then, it is recommended that Post-Secondary Students without a TTC Photo ID carry their current school student card and/or proof of enrolment. TTC Fare Inspectors are aware of this temporary arrangement.

If you require a Support Person Assistance Card, you can get one when the facility re-opens. For any questions, please contact our Customer Information office by telephone at 416-393-4636.