Andy Byford - CEO of TTC This year’s TTC Customer Charter makes 38 promises to riders

Last week, the TTC announced its third annual Customer Charter.
The Charter is our way of showing that we are serious about improving the service that we offer. It is a list of time-bound, customer-focused improvements that we promise to deliver through 2015, backed by quarterly progress reports so you can see how we are tracking.
We fully recognize that our primary role is to get you around the city safely, reliably and on time, and that remains our main task. But we are equally determined to improve the quality of your service as well as getting you from A to B.
With that in mind, this year’s Charter contains a specific commitment to achieving five per cent fewer delays (incidents and minutes) on the subway compared to 2014. This might not seem like a lot, but it is part of a wider commitment, namely a 50-per-cent reduction in delays over the next five years. The big step change will come once re-signalling of Line 1 is completed in 2020, but we can and will make incremental improvements‎ to progressively drive up punctuality and service reliability.
Other highlights of this year’s Charter include a commitment to install PRESTO on all streetcars by the end of 2015. It’s part of our accelerated plan with Metrolinx to roll out PRESTO across the entire TTC by the end of 2016 – a year earlier than originally planned.
Further progress will be made towards our goal of a completely accessible TTC. More stations will be equipped with Wi-Fi and more information screens will be installed to let you know when your service will arrive. We will make further improvements to the Toronto Rocket subway trains and continue our focus on cleanliness of the system. The 510 Spadina, 511 Bathurst and 509 Harbourfront routes will receive new streetcars while all 11 streetcar routes will convert to proof-of-payment and all-door boarding by the end of the year to speed up journey times.
The full list of 38 promises can be found on our website at We will report on our progress every quarter through this page of your Metro newspaper.
These are exciting times at the TTC. Subject to a final City Council vote, we have secured funding to expand service and to cut wait times and crowding. Coupled with the initiatives made in our new Customer Charter, we are on track to modernize the TTC and to give you a transit system that makes Toronto proud.

2015 TTC Customer Charter

The TTC has released its 2015 Customer Charter, with 38 time-bound commitments designed to improve your overall transit experience. A Customer Charter tracks improvements, while holding TTC’s management to account if promises are not kept. This year’s charter commitments include:

Progress against these commitments is reported to the TTC Board quarterly and results are posted on the TTC’s website. For a full list of commitments, visit

  • Union Station’s newly renovated platform and concourse will be open to the public and will include a new elevator, escalators and improved customer flow to reduce overcrowding.
  • PRESTO will be available on all streetcars.
  • 510 Spadina, 511 Bathurst and 509 Harbourfront will have all new accessible streetcars. They will include conveniences like PRESTO devices, all-door boarding and air-conditioning. 
  • We will install the redesigned TTC system maps at all subway stations and transit shelters.
  • Blue priority seats will be installed on 90% of our vehicles.
  • All collector booths will accept debit and credit contactless payment for a single ride. This will make paying your fare easier than ever before. 
  • All of our streetcar routes will go Proof-of-Payment and have all door boarding.

Progress against these commitments is reported to the TTC Board quarterly and results are posted on the TTC’s website and in this page in the Metro. For a full list of commitments, visit 

192 Airport Rocket
The first wrapped TTC 192 Airport Rocket bus is now operating between Kipling Station and Pearson Airport. Other routes servicing Pearson Airport include 52A Lawrence West, 300A Bloor-Danforth and 307 Eglinton West. Visit for details.

Employee Profile

Name: David Elrick
Title: Divisional Trainer
Years of service: 11

As an Operator for 10 years and a Divisional Trainer for the past year, I enjoy being with the TTC and the difference I make in my work and the people I work with. I treat people with respect and it is gratifying for me when people come up to me on the bus and say what a great job I do as an operator. I also have the best co-workers that I have ever worked with and I am very proud to be with the TTC.

Weekly Customer Service Report

Weekend Line 1 closure – Union to St Andrew

This weekend, on Saturday, Jan. 31 and Sunday, Feb. 1, there will be no service between Union and St Andrew stations on Line 1 due to Union Station platform upgrades including installation of a new elevator, escalators and an art wall. Additional closures will be required on Feb.14-16 and Feb. 28-Mar. 1 to complete the work.

Customers requiring direct access to Union Station can travel south on the Yonge portion of Line 1 or take the PATH from St Andrew Station. A temporary lift has been installed at Union Station while the new elevator is under construction to provide an accessible connection from the platform to the concourse. A Wheel-Trans vehicle will also be available for customers travelling between Union and St Andrew stations. Customers can speak with any uniformed TTC employee at either station to make use of this service.

Regular subway service will resume on Monday, Feb. 2 at 6 a.m.

Scarborough Subway – Upcoming Consultations

The TTC and City of Toronto are hosting public meetings on the Scarborough Subway Extension to gain feedback on issues including the Terms of Reference & Public Consultation Plan, project objectives, evaluation criteria and all reasonable station location and corridor options. Meetings will be held on:

Saturday, January 31, 2015
10:00 a.m. – 12:00 p.m.
Jean Vanier Catholic Secondary School
959 Midland Avenue
Monday, February 2, 2015
7:00 – 9:00 p.m.
Scarborough Civic Centre
150 Borough Drive

For more information on the project, visit

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