Oh yes…one of the favourite topics of the average Torontonian…especially those of us that frequently use the transit system.  I get the feeling that there will be many posts on this topic, but to start off I would like to say that I have been living in Toronto more or less since 1996, and I am used to the current level of blah customer service provided by the TTC.  From my experience I am happy to report though that I have never had a bad experience with a TTC employee.  As a matter of fact the vast majority of times that I have had to ask a question or get directions etc. I have found the employees to be very nice and accommodating.  I realize that is not the experience of everybody, but hey – it’s my blog!

The issues I have are with the SYSTEM (policies and procedures) of TTC.   For example, I’m on the subway (or bus or streetcar) and we have a delay for some reason.  The vehicle is not moving.  Everyone is looking around.  It’s rush hour.  We want to get to work.  We wonder why we are not moving.  We wonder if it is something serious.  We wonder if we should get off now and walk/take a taxi or wait it out.  People are shuffling.  People are grumbling.  People are sweating.  People are getting angry.  People start bitching about the TTC to strangers.

The solution is soooo simple!  TELL US WHAT’S UP!

“Ladies and gentlemen, we are unfortunately going to be delayed approximately for another 5 minutes due to (blah blah).   We apologize for any inconvenience we have caused and will get going as soon as possible.”
There – now everyone can relax, go back to sleep, or if they choose, leave.

If you communicate with your passengers they will respect you.  And if the driver/operator doesn’t know exactly what is going on, as in the case where he/she has been ordered to wait, then simply just announce that the train will be waiting at this station for approx. 5 minutes and we apologize for the inconvenience.  When there is communication people can relax and stay positive.

Fun Fact:  In Japan the subway trains are timed to the minute.  If the train is going to be delayed even for a minute, a live voice goes out over the speakers notifying people of the delay and apologizing for it.  To some that may sound like overkill, but to others, it is excellent customer service.