The TTC’s 2017 campaign, The TTC Way, which was built to improve its customer service, may be falling on deaf ears.

The company is at the receiving end of renewed criticism after a cracked rail at Bloor station last week impacted rush-hour commutes.

The TTC Way – a corporate rule book espousing six pillars – outlines how commuters should behave and treat one another, as well as TTC workers.

The TTC Way is a commitment from the TTC to do better on all fronts. It’s also recognition that riders can play a part, too,” said Brad Ross, TTC executive director of corporate and customer communications. Combined, a ride on the TTC should be smoother and more positive.”

The campaign includes the following promises: respect one another, value each other’s time, tell people what’s happening, stay safe, mind your space, and help others out.

A key promise is to respect one another and the TTC claims to value and treat every customer and colleague with patience, respect and dignity.

But commuters at Ryerson University say this may not always be the case.

Jasmine Wemigwans, a second-year English student at Ryerson, said she was stopped by fare inspectors who took away her post-secondary pass and denied validity to her status as a student.

“I really dislike the TTC fare inspectors because they seem to assert power over people,” she said. “I pleaded that I was not lying about being a student and was not aware my ID card was expired.”

Wemigwans was fined $200.

Among other promises, The TTC Way says it will keep its commute moving quickly, efficiently, and reliably.

“[The TTC] are not solving any of the problems, they just say empty words,” said Jane Tsekhovaya, second-year business management student at Ryerson. She said her normal 40-minute commute turned into an hour and a half on the subway last week.

“The communication about delays are pretty poor, there is usually no communication, and they do not manage the system properly. Even if the train is barely moving for 10 minutes there’s no announcements,” said Tsekhovaya.

According to Ross one of the things that the TTC has under way is a strategy to improve real-time communications. Screens and announcements are also coming to buses and streetcars so people get immediate information during a disruption.

The TTC does update and communicate with customers on social media and send out e-alerts, but Ross did say that there is much more it can do in the moment in stations and on vehicles.

The TTC is also in the midst of upgrading its radio and PA system from analog to digital. Ross said the new system – which is expected to cost $16.6 million – will dramatically improve the quality of announcements.

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