Customer Comments and Staff Responses

Comments 

“Meadowvale access hub is not comfortable for transfers. McDonalds pick-up location was better.”

“Access hubs are not safe. Last night I was almost attacked by a man who was living in the hub at Yonge and Steeles. When I tried to go there, the York Region Transit person stayed with me as long as it could before they had to go to the pick-up. We have to do something about access hub safety.”

Responses

The TTC acknowledges there are issues with Access Hubs, and they are sometimes used by individuals who are underhoused. A lot of work has been done over the past couple years to improve access hub safety. The TTC works with the City of Toronto’s Streets to Homes program to help redirect individuals who are underhoused; cameras have been installed and lighting improved at locations such as the Meadowvale Access Hub. Consideration is also being given to using a standard bus shelter that is not fully-enclosed, which would not be as attractive to individuals who are underhoused. An update on the future of the TTC’s Access Hubs should be provided at the 2026 Public Forum.

Wheel-Trans has moved away from using third party businesses such as McDonalds or Tim Horton’s for regional transfer locations, due to parking lot congestion and operating hours that might not support Wheel-Trans service. 

Comments

“How do you book with mobile?”

“There are plans when you add a device for a passenger voice over screen reader in iPhone and Apple products will not allow you to add a device for passenger. This needs to be fixed. Also the website tends to timeout if you are not fast enough at entering information. This also needs to be looked at. It is also not possible to add a pickup or drop-off instruction in the app.”

“Many times when you book rides in the app or on the website, if the ride is put on the waiting list, the ride gets stuck. You then have to call reservations to get this fixed. The problem is, we have no way to know if the rides are on the waiting list, or if they are stuck. So we have to call reservations and check the status. Why does this happen when using the app or website?”

“When booking a trip to a location such as a mall and you want to change the entrance for pick-up or drop-off, the time will change on the bookings.”

“Why is the website not accessible at all times? I was just travelling in the Toronto area and could not connect with the website.”

Response

The Voice Over issues have been resolved when using iPhones. The Mobility Devices list can be selected and screen timeouts can be controlled at the phone level. The customer is able to book occasional trips only including a same-day request with a lead time of 4 hours. Trip notes with pick-up and drop-off instructions will be included with future improvements. For both the Mobile App and on the Self-Booking website when trips are not yet scheduled and placed onto the waitlist, the trip status indicates as “In Progress”.

The idea of switching from one entrance to another seems straightforward in the case of malls or hospitals. However, there could be service time restrictions or even closures at the entrances that could potentially impact the trips and their timing.  In some cases, rides may even have to be moved to another vehicle, which could impact timing as well.

The Self-Booking Website is available 24/7.   

Comments

“Are there plans for more responsive, shorter-notice TTC Wheel-Trans rides? Currently, the soonest a customer can book is four hours in advance.”

“Four hours is still not good enough. On-demand, shorter-notice options are essential.”

“Decrease the time allowed to cancel the trip from 4 hours to 2 hours.”

Response

The current four-hour notice for Wheel-Trans booking is industry leading, which the TTC takes pride in as many other organizations do not offer same-day bookings. However, the TTC will take this feedback away. As technology increases, there is the ability for dynamic scheduling through the software which may allow us to provide on-demand service. 

Wheel-Trans will be reviewing its Late-Cancellation and No-Show policy. The goal of this review is to improve operational efficiency while maintaining flexibility for customers who need to change or cancel their trips. 

Comments

“How long does it take to get Wheel-Trans service if you are registered in another municipality?"

“My question is for people that are using cross boundary service, York Region to TTC Wheel-Trans. Is it facilitated by one of the providers?”

“For customers transferring between regions, especially from Kipling Subway station into Peel Region, there is a new initiative to cut down on wait times for customers. This new initiative does not leave customers with enough time to travel to transfer points or accounts for city traffic and additional add-on rides which put the customer behind and at risk of missing the ride. Personally, I have had to cancel many rides because my trip times were adjusted without my consent the night before or the day before. Is there a way to get out of this new initiative as it is useless and puts customers at risk?”

Response

Wheel-Trans has heard past feedback about the time taken the transfer between regions, and has been working for over a year on reducing those wait times. The goal is to reduce wait times to 15 minutes or less when transferring between the regions of Peel, York and Durham. A lot of work with the GTHA partners has been done to address pick-up and drop-off times. Dispatchers work with those times to then make changes to a customer's trips in order to reduce the amount of wait time. There is more work to do. Some customers have shared that they do not want their scheduled times changed, and Wheel-Trans will honour these requests. A customer simply needs to contact Wheel-Trans Customer Service and make this request.

In terms of reciprocal eligibility, all transit properties in the GTHA accept a customer’s eligibility status in their home region, so there is no need to apply for service multiple times. If a customer travels to other regions in the GTHA, they should contact Wheel-Trans Customer Service. 

Comments

“Talking to the priority line staff when our rides are late + being spoken to like it is our fault when we are no showed or ride is late.”

Response

Wheel-Trans will review the quality of service provided through the Priority Line. This line is intended for urgent matters, such as when a customer has missed their ride or when a trip is delayed by more than 30 minutes. The goal is to ensure customers receive fast, friendly, and reliable assistance at all times. 

Comments

“All the Wheel-Trans drivers should have customers phone numbers/name/pick-up place to confirm pick-up location if not present to ensure there is not a no-show. Give customers the opportunity to add their contact details.”

Response

Wheel-Trans drivers are provided relevant information such as customer name, pick-up address, drop-off address and customer number. This information allows drivers to find customers efficiently. If there are any complications, the drivers will contact their dispatch team who can reach out to the customer. 

Comments

“Why do the contracted taxis often run late and are improperly administered for their rides?”

“Why are the contracted taxis always late?”

“Contracted taxi drivers are late for your trip and never apologize to you.”

“It seems that contracted taxi drivers sometimes do not take the most direct route to my destination.”

Responses

Thank you for your feedback. Wheel-Trans is sorry that drivers are not apologizing, and is working hard with taxi contractors to provide the same level of service as Wheel-Trans operators. 

Contracted taxi drivers are given a certain route by the scheduling software. The drivers are not paid extra if they deviate from that. They are paid by the route given to them by the scheduling software. If there is ever a situation where the customer feels an indirect route is being taken, please call Wheel-Trans customer service so the trip can be investigated. 

Comments

“Contracted taxi drivers spend far too much time on personal calls and often do not hear or listen to their customers.”

“Some taxi drivers do not respect the five-minute extra time before writing the no-show ticket. They write the no-show ticket before the time. As soon as the boarding time rings, they leave without waiting for the five-minute extra time. One day I caught a taxi driver writing on the no-show ticket three minutes before the time.”

Responses

Wheel-Trans will be issuing memos to taxi contractors that drivers are not use their phone when engaged with a customer. In addition, drivers must wait the mandatory 5 minutes prior to posting a No-Show. 

Comments

“Why don’t Wheel-Trans customer service hours match the TTC call centre hours?”

“Customer service hours - stop treating us like second-class citizens."

“Have reservations for rides later – YRT has later hours than TTC.”

Responses

Wheel-Trans has heard this feedback, and will continue advocating for longer hours. In the meantime, Reservations is open everyday, from 5:30am to 11:00pm. The Priority Line is open every day, 24 hours a day. 

Comments

“Why some drivers that don’t wear prescription eyeglasses and hearing aid if needed? As have had a time trying to drive up my lawn to ramp?"

Response

Wheel-Trans buses are not permitted on private driveways. Contracted vehicles may pull onto a private driveway at their discretion. 

Comments

May TTC prohibit hiring drivers who smoke? This would be to avoid causing harm to customers.

Response

Wheel-Trans drivers, including contracted services drivers, are not allowed to smoke in the vehicles. Wheel-Trans has a scent-free policy, and if customers experience heavy scents in a vehicle, we ask them to report it to Wheel-Trans Customer Service. 

Comments

“Why do drivers not ask me to clarify if they do not understand?”   

“Why do drivers still go on phone without my permission? They already have ear buds in each ear or big head phones over both ears and talking to each other.”

“Drivers often stay on their phone for the entire trip.”

“Drivers should be aware of customers who may be carrying groceries or need extra time on board.”

“Sometimes I have difficulty getting up from my seat, could I get help?”

Response

Thank you for the feedback. Wheel-Trans continues to work on driver sensitivity, to better serve customers with disabilities.   

Drivers will provide light assistance from the vehicle to/from the first set of accessible doors. If a customer requires further assistance, they are encouraged to travel with a support person or companion. 

Comments

“Several unprofessional Wheel-Trans drivers in my experience: drive recklessly, refuse to take acceptable forms of payment, refuse to assist patrons when needed, rude comments.”

“What are you doing to improve the inconsistent, unprofessional, and poor quality of drivers and routes for Wheel-Trans customers? This includes driving skills, customer service skills, assistance, and efficient but flexible routes to get patient safely to and from destinations. The experience has been horrible and trauma inducing. The number for the supervisors is so high that there is no opportunity for feedback.”

“What type of training is provided to Wheel-Trans drivers?  How are they held accountable?

“How are routes determined?”

“It would be helpful if all drivers knew some basic geography, like the difference between Spadina Avenue and Road.”

“Why will drivers not follow customer requests not to park in the neighbour’s driveway?”

“Ensure drivers have the unit number of pickup place.”

“Ensure all drivers are accounted for each trip to avoid missing a ride due to many devices in the vehicle.”

“Contracted taxi drivers will wait 5 extra minutes. Wheel-Trans bus drivers do not seem to do that.”

Responses

Wheel-Trans drivers go through extensive training, over a month long. It includes having familiarity with the city, driving skills, and helping out customers with accessibility needs, as a few examples. Wheel-Trans understands there may be issues that come up with some drivers, and the feedback is appreciated. If there is anything that happens on a customer’s ride, they are encouraged to call Wheel-Trans customer service and report it. Every complaint is taken seriously, with follow-up directly with drivers to ensure compliance going forward.

Routes are determined by scheduling software, or in some cases by Wheel-Trans staff. Many factors are taken into account, such as time of day, traffic, a customer’s requested times, etc. The system aims to provide routes that accommodate customers while being efficient.

Wheel-Trans buses are not permitted to park on private driveways. Contracted vehicles may park on a private driveway at their discretion. Safety is the key factor.

All information provided by the customer (including unit or apartment numbers) is included in the driver’s run sheet.

All drivers are required to wait 5 minutes past a customer’s pick-up time before posting a no-show. Drivers might not be able to wait longer than the 5 extra minutes. 

Comments

“A lot of drivers will not come in and ask your name. They assume the bus is for you and will be outside on the phone and make you go to them, or they will leave a no-show while you are sitting right there. The drivers need to be more friendly and courteous and not be rude.”

“Customers with dialysis. It is not enough for Wheel-Trans drivers to just yell out a name to a room full of people and expect a response from the customer who may feel uneasy from their treatment. It would also be helpful if the operators escorted customers to and from the vehicle to make sure they are safe and able to properly navigate to their door.”

Response

Wheel-Trans understands that some drivers are more consistent with announcing their presence and looking for the customer. A reminder will be provided to drivers to improve awareness of the responsibility. This includes providing light assistance to and from the vehicle. Wheel-Trans will also work with hospitals again to make sure the waiting room is accessible and the drivers can get to it. 

Comments

“Contracted taxi drivers need serious training in customer service.”

“Better training is needed for contracted taxi companies. What oversight if any is in place to monitor quality of, service, vehicles, and overall customer satisfaction and safety with contracted taxi providers?”

“I find that with the contracted taxi drivers, they do not always come in to pick up riders or help us to the vehicle. Will there be more training for this?”

“Why do minivan drivers not pull up closer to my ramp?

“The contracted taxi drivers need to be made aware that their clients are disabled and may need assistance when picked up. Most of them do not assist but just sit in their driver seats. They do not offer to help when they can see one struggling to get into the car or put on the seat belt or even unable to close the door of the car. They treat us like normal passengers and not taking into consideration our disability in spite of the fact that I have request assistance through customer service, due to shoulder surgery. They always seem to be in a hurry.”

“Would like contractors to train at least two days with TTC staff on a bus.”

“Some taxi drivers do not like to help with seatbelts.”

“I want to talk about training for contracted taxi drivers. Some of them are not polite. Some of them just throw you into the vehicle. Even though you might look like you can maneuver. But maybe you cannot. And so there is an issue with third-party contractors.”

Response

One of the contracted taxi company owners attended this year’s Public Forum, which shows that they care about the service they are providing. Wheel-Trans will work with contracted taxi companies on improving training. A reminder will be provided during ongoing monthly and weekly meetings with the contractors on following proper operating procedures.

Comments

“Your surveys ask about safety and encourage [feels more like pressure] current Wheel-Trans users to use the Family of Services.”

“Pressure to take FOS.”

“For Wheel-Trans, some customers are saying for physio appointments, they are being directed to not use Wheel-Trans, and instead, another service.”

“Please provide an update on the status of the Family of Service program and any progress on the directive given the TAAC.”

“My Family of Services trip has me taking a Lawrence East bus to get to my place off Eglinton Avenue. I would be dropped off at a subway by Wheel-Trans, then subway to Eglinton Station. Instead of Eglinton bus, I have to take the Lawrence bus instead. Then I am dropped off at Lawrence and Don Mills Road. I would then wait outside for a Wheel-Trans vehicle. It will take me down Don Mills Road to Wynford Drive. This is a block north of Eglinton by the way. I have to cancel this offer because I do not want to wait somewhere to be picked up. I do not feel safe.”

“Is there a way to modify FOS trips? I find that any I have been offered would take me way out of the way of my destination. Such as having to take 3 buses to get to a FOS stop, which is very close to home, when it would take 2 buses on conventional transit.”

Responses

FOS travel is currently optional for all customers regardless of their eligibility status (e.g. Unconditional, Conditional or Temporary). Customers can always choose to travel door-to-door even if they are offered a FOS trip solution. Wheel-Trans will continue to encourage and support all customers that are able to travel FOS, as this will provide them with additional travel options and allow them to be more spontaneous and flexible. The TTC offers a free comprehensive Travel Training program, as well as an educational booklet, video and support on the day they are travelling. Wheel-Trans continues to review and improve upon FOS trip solutions and encourage customers to contact Customer Service if they feel that the solution offered is not optimal. Currently, there is no way for a customer to modify the FOS trip solution offered by the scheduling system, however, this is an upgrade that may be introduced in 2026. 

Comments

“How can a totally blind person use Family of Services? How can we be expected to find the stops? There is no way for a blind person to know where the actual stops are.”   

Response

Travel trainers work with individuals to navigate certain routes. If an individual is blind, their profile can include conditions that limit them to routes they feel comfortable and safe with. For example, if they only want to travel to a familiar grocery store, the system will only offer that trip as an option once they have completed training on that route and feel comfortable using it. However, if they do not feel comfortable using that route, it will not be an option on their profile. Wheel-Trans will never offer a FOS trip solution that a customer who is blind has not agreed to. 

Comments

“Drivers using the dedicated lanes for buses saying they are Wheel-Trans and they can use it.”

Response

Thank you for the feedback. There may be some drivers that believe all TTC vehicles are permitted in the bus lanes. Wheel-Trans will send a reminder to all drivers. 

Comments

“Phone lines – can the messages be minimized on the phone when customers call in? Add button to override them (as the pound button was used on the older voicemail system).”

Response

The IVR (Interactive Voice Response) system will be replaced in 2026 and will include a one number call management feature. This will allow customers to select the option of their choice and be connected to all services provided by Wheel-Trans.   

Comments

“Will Wheel-Trans consider a program where customers who travel a lot are not penalized as much and have a good overall percentage?”

Response

Thank you for this good suggestion. Wheel-Trans recognizes that everyone has individual circumstances, and different travel patterns. The idea of a volume-based approach will be taken away.  

Comments

“Unable to pick up exact locations of certain malls – only certain pickup locations”

Response

Many mall locations have specified entrances that have been reviewed by Wheel-Trans staff for accessibility and safety as pick-up/drop off locations. Not all mall entrances are available for use. Mall management often dictates which entrances they would prefer for Wheel-Trans use. 

Comments

“More information needed for how Wheel-Trans will be dealing with gridlock during World Cup.”

Response

Wheel-Trans is working with TTC and City staff to coordinate the FIFA World Cup efforts to minimize impact to service and customers. 

Comments

“From Pickering to Princess Margret five times per week. I did not realize that Wheel-Trans could have been an option.

My neighbour has an oxygen tank and was shocked she could get Wheel-Trans and said she thought you had to be in a wheelchair, a scooter or use a walker. I think better advertising would help many people.”

Response

If a person’s disability prevents them from using conventional transit some or all of the time, then they may wish to apply for Wheel-Trans. Eligibility is not based on disability type, income or age. It is based solely on the presence of a disability that impacts a person’s ability to travel on conventional transit.

In accordance with the Accessibility for Ontarians with Disabilities Act (AODA), there are three levels of eligibility:

• Unconditional service means that you have a disability that always prevents you from using the TTC’s conventional service. You will require door-to-door service.
• Conditional service means that you have a disability that limits your ability to consistently use TTC conventional transit. You may be able to use conventional transit for all or part of your trip, but may also qualify for door-to-door service under specific circumstances (e.g., weather, travel to a non-accessible location).
• Temporary service means that you have a temporary disability that prevents you from using conventional TTC service and you require Wheel-Trans for all or part of your trip for a defined period of time (e.g., following an injury or surgery). 

Comments

“I would like to discuss the customer service. I am assuming that the priority line is part of the customer service. I can tell you from my own personal experience this summer, this fall, I have waited up to 35 minutes to get through when my bus does not show up on time. Sometimes my bus has been half an hour late and had to call to see what is going on. Not just a one-time event. This happened numerous times when I have had to wait sometimes an hour and a half to get through because the bus broke down or whatever.”

Response

Wheel-Trans understands there have been long waiting times, and is working to address that. There are occasionally spikes during the day with longer wait times or when there are issues in the system. Generally the average wait time is pretty good, but not every hour is the same.  Wheel-Trans apologizes for that. Addressing these spikes is a priority.  

Comments

“I was last for a doctors appointment due to Wheel-Trans, why is that?”

“Drivers often take the most extended ways to get from point A to B, even with only 1 passenger.”

“Drivers are very often late.”

“Why is it sometimes when I am going home, or to an appointment or a store, the taxi driver is going right by the address but does not let me off. He will do another drop off or pickup and then drop me off 15 minutes later. It seems the taxis want to make more fares and drop me off last.”

“The timeline on waiting for a pick up, can they pick up half an hour instead of one hour time?”

“If someone is going to a bank from home and back, it would be nice if we did not have to wait three quarters of an hour. I am usually just about 10 minutes in the bank.”

“To have departure and arrival times on the website, line up appointment trips please, we need to be able to book trips between those times. Need to be able to tell Wheel-Trans the reason for the trip is for an appointment. Need to prep drivers in case the customer is not coherent from surgery for example.”

“I cannot use Wheel-Trans to get to work on time. Whether it be Life Happens points, or late or early or sitting there for 45 minutes before the place I work even opens. Being picked up at 3 a.m for a 6 a.m. drop-off really sucks.”

Responses

Customers are not always dropped off in order – it depends on the distance each customer is travelling, what time a customer needs to be picked-up or dropped off, and other factors.

Drivers are trained and have the experience to choose the most efficient routes. Sometimes, they may take a longer route to avoid heavy congestion or a collision. Wheel-Trans apologizes for delays on the system, and are always working on improving on-time performance.

It seems unusual that a driver will go by a customer’s address without dropping them off. They are required to follow their manifest. If a customer has concerns regarding a specific incident, please report it to customer service for investigation.

Customers are given a half-hour booking window, which then moves to an exact time the evening before the trip.

The layover rules are there to ensure that customers are given enough time at the location, as well as to ensure that vehicles are not waiting for a customer finishing up at their destination. Wheel-Trans will review this policy to see if any changes can be made.

If a customer is concerned about surgeries or being coherent due to a procedure, it is recommended to travel with a support person. Customers may choose a pick-up window or drop-off time so that they can attend their appointments on-time.

Wheel-Trans apologizes for that – it definitely should not be happening. Please report this issue to customer service, so it can be investigated. 

Comments

“Drivers not reading their run sheets properly to get the info they need for pick ups.”

Response

Wheel-Trans has been making tweaks to the run sheets to emphasize the most important information. Reminders will continue to be sent to drivers. 

Comments

“Bikes must stop for Wheel-Trans. When we are dropped off at a curb cut, it is not safe to make your way back across live lanes. City of Toronto by-law permits stopping Wheel-Trans in a bike lane. City needs to let Wheel Trans to stop at the curb.

This is turning into a very dangerous situation, especially where they put in bike lanes with barriers to protect people on bikes. Sometimes Wheel-Trans customers have to wheel down the road to use the curb cut to get back on the sidewalk. The other issue is that some Wheel-Trans drivers are afraid to stop and block a bike lane by putting a ramp up, if there is a barrier. But there is a bylaw in the city of Toronto that allows Wheel-Trans and emergency services pull right over to the curb. And it defies logic that there isn't more pushback to the city, and the designers of the bike lanes to create safety for everybody by maybe allowing the Wheel-Trans to go to the curb, and then the bikes can still go down the other side.”

Response

While Wheel-Trans drivers are aware that they are allowed to pull over and deploy the ramp, stopping next to bike lanes is a challenge. There is ongoing work with community partners to ensure that customers are prioritized, and that there is a safe area to stop in bike lanes. 

Comment

“Create a way for customers to rate their trips. Like a comment section, call it “Rate your Rocket”.

Response

Any customer can contact Wheel-Trans customer service to commend a good individual performance, overall service or to voice a concern about a service that was not up to standards. Receiving valuable and specific feedback is always preferered. The idea of adding a rating feature to the Wheel-Trans Mobile App will also be explored. 

Comments

“Bus shocks and springs – all bumps felt while riding.”

“Wheel-Trans bus shocks and springs - we feel every bus, especially when we go over the streetcar tracks.”

“Why is each successive generation of Wheel-Trans vehicles less accessible for people who require [more] legroom due to lessening range of motion in legs and knees? Also, the bench seats over the wheels are too high and uncomfortable for many who have shorter legs and who have limited and/or painful range of motion in their legs and knees.”

More information on new Wheel-Trans vehicle interior and exterior.”

Response

Wheel-Trans has heard about the shocks and springs in the past, and are working on addressing this. Two new vehicle types are coming: battery electric buses and small electric sedans. 

The first of the battery electric buses are expected to be received in Q4 2026. It is expected that the technology will make the ride smoother. The vehicles will be piloted, and Advisory Committee on Accessible Transit (ACAT) members are going to experience the ride. ACAT will tell Wheel-Trans if the ride is not good enough, and the suppliers will be held accountable to make sure the vehicles have proper shocks and springs for a smoother ride.

For the smaller electric sedans, the ride quality on these will be no different than on a typical automobile. 

The legroom between seats was carefully considered in the new pilot vehicle design. The demonstration vehicle expected in Q2 2026 will give ACAT members the opportunity to review and provide feedback, which will be incorporated into the TTC vehicles for the next future procurement. 

The bench seat height is constrained by the height of the wheel well.  

Comments

“Better seating on contracted taxis. The seats are generally very shallow, which does not provide for the ability to sit back. The foot rest is very uncomfortable for seniors. request that the drivers not drive so fast, especially when making left turns.”

“When are you going to listen and have the footrests in hybrid vans to not tilt downwards when they should be straight like putting your whole foot, which does not fit even on it, to be flat, not tilted. It’s like you do not care to cause us more pain, discomfort, and damage to our already disability issues!”

“Some of the contracted taxi minivans look worse for wear.”

“Why do most of these contracted taxis rattle all over the place?”

“New vehicles for contracted taxis.”

Responses

As part of fleet improvement, Wheel-Trans will be working with Contractors to ensure vehicles are replaced on their life-cycle due date. Taxis were extended to a 10-year lifespan from the previous 7 years. Older vehicles will continue to be assessed and deficiencies rectified. 

Comments

“Issue with vehicle type arriving/getting the right vehicle type.”

Response

Wheel-Trans strives to ensure that the scheduled scheduled meets the customer’s eligibility criteria. 

Comments

“What happens if i get a seizure on Wheel-Trans?”

“TTC needs to teach their drivers and subway supervisors on how to deal with people with seizures on the system mainly with privacy during the emergency.”

Response

Wheel-Trans drivers are able to reach Dispatch at any time to assist with medical situations, who can then call 911.

All conventional drivers and supervisors are trained on how to handle medical issues. Employees do their best to have other customers move away in order to give some privacy, but the main concern is the customer in medical distress. 

Comment

Instead of contracting Telus to answer phones, hire persons with disabilities.

Response

The TTC has a Diversity 10-Point Action Plan and a Diversity and Human Rights Plan. We are looking at how hiring practices can be more inclusive and more appealing, and that we understand what accommodations are needed in order to work effectively at the TTC.

The TTC partners with employment service providers to assist individuals with disabilities in securing meaningful employment. Through workforce development sessions and targeted recruitment fairs, the TTC actively promotes its career opportunities to underrepresented job seekers, leveraging these talent pools. 

The TTC has a partnership with the Canadian Council on Rehabilitation and Work (CCRW). CCRW promotes and supports the equitable employment of people with disabilities. The TTC also hired people with disabilities in 2025 to participate in accessibility audits. 

Comments

“How is the TTC addressing safety concerns on the subway?”

“What safety and security measures does the TTC have to protect people with disabilities?”

Response 

The TTC developed a Community Safety, Security, and Well-being Plan for 2024-2028. Mental health crisis workers are being hired to assist customers who may be experiencing a crisis. Additionally, more TTC Special Constables have been hired, and there are also plans to increase the police presence in the TTC network. 

There are a number of safety and security measures for people with disabilities, such as: 

• Information is communicated using accessible formats; 
• Community safety initiatives aim to provide more visible staff and crisis-trained personnel system-wide, which helps with overall safety;
• Infrastructure continues to become more accessible, which improves safe evacuation;
• Policies are in place to protect customer dignity and inclusion;
• Staff training helps to make riding safer and more secure for customers with disabilities; and
• Emergency reporting and assistance systems that help customers get support when they need it. 

Comments

“Why does the TTC not have a better system for properly addressing and administrating customer service complaints and clear resolutions and much needed real changes to the TTC policy instead doing nothing concrete?” 

Response

The steps in the TTC's complaints, compliments and suggestions process are outlined on the Complaints, Compliments and Suggestions website. If a customer has requested a response, the TTC aims to respond within five business days. However, some complaints may take longer, up to 15 or more business days. Customer Service shares all customer feedback with the relevant department that is responsible for reviewing and resolving the reported concern, and to provide a response to the customer complaint or inquiry. 

Comments

“Why are the public not really allowed to attend the TTC public monthly meetings to make a 5 minute statement to the TTC Board on issues and policies that affect us and are important and need address and concrete changes. I have been denied access to TTC public monthly meetings because I am told my topics are not on the agenda.”

Response

Members of the public are always welcome to attend TTC Board meetings, except for portions of the meeting that are held in-camera (confidential sessions). However, speaking to the Board, also known as making a deputation, is governed by specific rules set out in Article 4 – Public Participation of the TTC By-law to Govern Board Proceedings.

Under these rules, members of the public may only make deputations on items listed on the meeting agenda that are marked “For Action.” If a topic does not relate to an agenda item, deputations on that topic are not permitted. That said, members of the public can still share their views by submitting written correspondence to the Board on any agenda item, whether it is marked “For Action” or “For Information.”

These procedures are consistent with the City of Toronto’s governance rules and are in place to ensure that public input is focused on matters currently before the Board for decision or discussion. 

Comments

“How do I get my Photo ID renewed?”

Response

The TTC's Photo ID Centre located at Bathurst Station produces Post Secondary Photo ID cards and Support Person Assistance Cards at this location. For Support Person Assistance Cards, customers may also mail in a completed application forms with photo ID. For CNIB ID cards, customers must visit the CNIB office for new and replacement cards. 

Comments

“Please provide information about emerging technologies to improve accessibility.”

“Is industry collaboration to develop new accessible transit innovation a priority to the TTC? If so, what resources or programs are in place?”

“I am a founder of a social venture, named DeafAI. DeafAI translates info like stop announcements into ASL to make equal access to information for deaf passengers. How can we collaborate with TTC to make TTC accessible to deaf passengers?”

Response

Industry collaboration to develop new accessible transit innovation is a clear priority for the TTC. The Innovation and Sustainability Strategy identifies accessibility as a core pillar of sustainable mobility, emphasizing the need to partner with innovators who can improve the customer experience for customers with disabilities. The strategy commits the TTC to exploring new technologies, piloting emerging solutions, and engaging with diverse partners - including startups, social ventures, academia, and community advisory bodies - to remove barriers to information and travel.

To support this, the TTC uses several collaboration pathways:

• Open Innovation Challenges & Pilot Programs: The TTC regularly launches competitive innovation challenges that invite Ontario‑based startups and social ventures to propose and pilot new solutions. For example, DeafAI recently applied to the TTC’s OVIN Industry Innovation Challenge, which provides up to $100,000 in funding for pilots. Submissions are evaluated using a data‑driven scorecard assessing customer desirability, technical feasibility, financial viability, safety, and risk.
• Academic R&D Partnerships: The TTC maintains strong research collaborations with institutions such as Centennial College’s School of Transportation and Toronto Metropolitan University, where student projects, hackathons, and applied research studies explore emerging technologies. Many of these initiatives are developed with input from ACAT to ensure lived‑experience guidance is embedded in innovation.
• For social ventures such as DeafAI, the TTC encourages engagement through these open innovation channels to co‑develop pilots that enhance accessibility - for example, translating stop announcements and service information into ASL to support equitable access for customers who are Deaf and hard‑of‑hearing. 

Comments

“What about CSA (Canadian Standards Association) standards for mobility devices? Many do not meet any standards, and with all the Amazon and AliExpress devices many are dangerous; not even approved for Q-straint requirements. In fact, some have stickers on their devices that they should not be secured. Why are there no safety recommendations regarding these devices? Why is this life/death decision left to the operators?”

Response

Thank you for the feedback. This will be taken away to be explored. 

Comments

“Once customers get on with strollers, there is no room for other customers to get past.  Is there any issue with customers travelling with strollers or other larger items using the Priority Seating area when the area is not already being used?”

Response

Thank you for this feedback. It will be taken back for consideration.

The TTC recognizes there are competing demands for Priority Seating areas on vehicles. Some of the newest TTC buses provide additional Priority Seating and flip up seats to provide space for larger items. Priority Seating may be used by anyone when not required by a person with a disability, senior or pregnant woman. 

Comments

“TTC bus drivers should be aware of and sensitive to how they address people when they say, “oh you should Google and plan your trip.” Not everybody has a smart phone, and not everybody has access to the Internet. The other thing is when you get there, you may have chosen a stop that has an elevator or escalator, and they may have broken down.”

“Drivers who will not honour requests for ramps and/or buses to be lowered. Drivers who comment when asked to lower ramp and/or bus. Drivers who make remarks regarding a customer’s mobility issues.”

Response

The TTC is sorry that this happened. When bus drivers are able to do so safely, they should be able to answer brief questions about the route they are driving. For assistance with more complex trip planning information, customers are encouraged to reach out to TTC Customer Service in advance of their trip if they do not have a smart phone.

In addition to the bus accessibility procedures reminder campaigns mentioned at the 2025 Public Forum, the TTC has other initiatives to ensure that customers can access bus ramps and other accessibility features, such as:

• Voluntary securement procedures workshops (in addition to what is covered in the standard training program for bus drivers);
• Random accessibility audits, with over 1,900 conducted in 2025;
• Enhanced Customer Service training;
• A redesigned recertification program; and
• A Secret Shopper program. 

Comments

“Bus drivers sometimes do not stop right next to curbs at stops.”

Response

Drivers are trained to stop within six inches of the curb. This is reinforced during driver recertification. In some cases, road obstructions may result in the bus not stopping as close to the curb. 

Comments

“The conventional side operations. Where other people coming to hold them accountable? We have managers here from Wheel-Trans. But what about the conventional side?”

Response

Although they are not on the speaker’s panel, managers and staff from across the TTC, including the TTC’s bus, subway, and streetcar operations teams, attended the 2025 Public Forum to hear first hand from customers about their concerns and priorities. 

Comments

“Is there a disability committee to report concerns directly to the TTC?”

Responses

Yes, the TTC has an Advisory Committee on Accessible Transit (ACAT) that reports to the TTC Board. TTC staff from various departments attend ACAT meetings, and members of the TTC executive attend each of the ACAT General Meetings to provide updates and listen to feedback from members. 

Comments

“Why is there no Wheel-Trans Operator representation on the ACAT committee? Operators bring a valuable firsthand insight into the challenges and realities of accessible transit. Including their perspective could strengthen the committee’s understanding of how to provide safe, reliable, and efficient transportation for customers with accessibility needs. In many cases, operators share the same concerns and ideas for improvement as the people they serve.”

Responses

It is important that ACAT does not have TTC employees on it to ensure that they have a non-biased voice. This aligns with how other accessibility advisory committees operate in Ontario. Feedback from Wheel-Trans drivers is collected on a daily basis through a tool called a “green sheet” which allows them to report things that happened to customers around their daily travel.  

Comments

“Why can we only request a stop after 9 p.m.? If you can drop me off at a closer stop to minimize walking from and to the pickup point? Can we make this better for us to take conventional transit?”

Response

Customers who have a genuine need to exit the vehicle in between bus stops can make this request at any time of day, based on the driver’s discretion. The only restrictions are as follows:

• Whatever the location, the TTC vehicle must be able to stop in a safe manner.
• Whatever the reason to stop between stops, the person making the request must truly be in need (for example, related to personal safety or disability). 

Comments

“171 Mount Dennis – Can you speak to changes to this route and commit to emphasizing the importance to the community and accessibility?” 

Response

The 171 Mount Dennis bus route has not had significant service changes in recent years prior to the opening of Mount Dennis Station. Previously, it operated as a short, circular route primarily connecting Mount Dennis Bus Division and the surrounding area.

In preparation for the Line 5 Eglinton LRT opening, the role of the 171 Mount Dennis route is changing as part of a larger surface network plan, including replacing a section previously served by the 161 Rogers Road route. We recognize the importance of providing reliable transit access to this community, and will continue to monitor ridership and service reliability performance to ensure the needs of customers are met as the network grows. 

Comments

“Short turns not considering people waiting for 97C at St Clair.”

Response

Short turns are a route management technique that can be utilized to reduce wait times for customers who are waiting in an unplanned gap in the opposite direction and/or to put a vehicle back on schedule after it has been delayed. Transit Control Supervisors, who provide this direction to bus drivers, are aware of the number of customers on board; however, they are unaware if any of these customers require mobility assistance. In circumstances where a customer does require additional assistance, these short turns can be cancelled after the bus driver notifies the supervisor. Traditionally, a short turn is conducted when there is a nearby vehicle that can accommodate customers displaced from the short turn. 

Comments

“Move the wheels to the very front of the bus. That way when we get inside we do not have to navigate between those wheel wells. Easier on, easier off.”

Response

Thank you for this feedback. The TTC is part of a Bus Design Innovation Program, and it can look at elements such as the wheel location to see if they can be moved in order to improve interior circulation. 

Comments

“Would it be possible to make the back door of TTC buses accessible? This would make it easier for customers who use scooters to enter and exit the vehicle, and to park in the Priority Seating area. Currently, it is very difficult to turn around inside the bus.”

Response

It is not possible to make the rear exit door on existing TTC buses accessible as it would require significant structural changes and durability testing. The TTC can consider this option for future buses, although it would need (a) policy changes to allow for rear door boarding, and (b) a means to alert the bus driver when a customer requires the ramp deployed and/or assistance.

Another important consideration is that a major project is well underway to make bus stops accessible across the network of approximately 8,000 stops in Toronto. Currently, the stops are made accessible by providing a smooth, level, and unobstructed space aligned with the front door of the bus to deploy the ramp and for the customer to maneuver after exiting the bus. If the back door of TTC buses were to be made accessible, the bus stops across the network would need to be assessed again to determine if the stops can be retrofitted. There is no funding to do this type of assessment, or for construction to ensure that ramps can be deployed at the back door. 

Comments

“Is there any plan to change the strap (to hold on to while standing) to a higher contrast colour such as red or yellow? The grey colour can be difficult for people with low vision to see. The yellow straps on Line 1 vehicles have really good colour contrast.”

Response

The TTC will explore options and consider a higher contrast colour grab strap for future bus procurements. 

Comments

“TTC's streetcars look like trains, but they do not make them sound like regular car horns; maybe making them sound something distinctive.”

Response

This comment about streetcar horns was also brought up at last year’s Forum. At the time, another member in the audience pointed out a louder horn would be very challenging, as startling noises can be challenging for customers who have spastic cerebral palsy (as one example). It is important to consider the needs of a broad range of customers when considering these types of changes.

The TTC recognizes the importance of keeping customers safe when they are boarding and exiting streetcars onto the street, and has started some new initiatives that should help improve customer safety. There is the "We stop. You stop.” campaign that was highlighted in the Forum presentation. Also, there is an initiative involving streetcar cameras, which can help monitor car drivers who are passing streetcars when the doors are open. 

Comments

"It is too difficult to roll a walker up the ramp.”

Response

The streetcar ramp angle is constrained by the space within the streetcar to store the ramp. The streetcar was designed to have a low-floor height to reduce the steepness of the ramp. Further improvements to the ramp angle are not feasible. Additionally, the short and long ramp angle deployment were based on available constraints of the City's network infrastructure, and the ramp design was optimized to accommodate all existing platforms. 

Comments

“Why do the TTC streetcars not have stop signs (like on school buses) or stop bars that come out when the doors open, to eliminate the risk of cars passing opening doors?”

Response

Thank you for the feedback to include the stop sign that would extend out from the streetcar. Streetcars were designed to maximize the allowable space while still being able to travel throughout the city without interference. Adding features on the side of the streetcar will violate the allowable envelope and may cause interferences. 

Comments

“Can streetcar route announcements be louder and announced earlier before the doors open?”

Response

The announcement volume has been optimized to balance different noise volumes of the day, from the busier daytime to the quieter night environment.

The route/stop announcements cannot be made earlier before the doors open as the vehicle relies on the door opening signal to activate the announcements. Since a streetcar may not service all stops along a route, the only means of differentiating a stop is by opening the doors. 

Comments

“Better wayfinding/having people to help customers/more people to guide customers.”

“In stations can you please make bus numbers and bay numbers in black, yellow colours and also bay numbers what is posted in subway stations in accessibility formats.”

"Can there be more elevator signage on the different levels of the subway stations?”

“Street-level signage at entrances of TTC stations would be helpful for identifying when elevators are unavailable.”

“When will TTC roll out consistent tactile signage and flooring across the system.  Still getting confused every time I use the subway.”

Responses

The TTC’s Wayfinding Strategy will improve wayfinding across the system.

Bay numbers will be shown in black and white, and routes will be shown in other colours to distinguish between service levels / types.

Street-level digital signage is being explored as part of the e-ink project that is being piloted in 2026. Digital signs will notify customers of service disruptions, including elevator disruptions.

Tactile signage is consistent based on TTC standards for elevators.

The centre platforms of most TTC subway stations include an earlier generation of a tactile wayfinding path. The TTC recognizes that the older tactile wayfinding is not as effective as newer wayfinding tiles. The newer tiles have been installed at stations such as Museum, Lawrence, and Warden, which were part of other capital projects at those stations. 

Comments

“Accommodations for cane users (railings on downslope entrances for example)”

Response 

Railings are provided for ramps and stairs, as required by the Ontario Building Code (OBC). TTC Design Standards establish that pedestrian travel paths shall not have a slope steeper than than 1:20. When path is more than 1:20, it is treated as a ramp, and then railings are required. 

Comments

“Automatic door without needing to wave or push a button.”

“It would help if the doors were wider than the scooter itself and the button to open them were within reach.”

Response

The TTC Design Standards include the requirement for automatic sliding doors for main station entrances. For certain locations, door openers (wave or push buttons) are required to mitigate issues such as air pressure from trains or weather protection. 

For new stations, doors width and placement of door opener buttons must comply with current OBC and other accessibility standard requirements. For existing stations, width of doors and placement of door opener buttons can be limited by site conditions. 

Comments

“The accessibility door was blocked by the City of Toronto garbage bin. It took multiple phone cards and the threat to call the media to get it moved. Traveling around the city, I have found at least 19 more garbage bins that are right at the entrance of the streetcars.  Why hasn't the TTC done something about this, inform the city to stop putting those garbage bins there. Either put them at the beginning of the ramp, or at the end of the ramp.”

“It would help if garbage receptacles were not directly where a scooter is backing off the elevator.”

Response

There is the need for better coordination between the TTC and the City of Toronto. We realize there is more that can be done to ensure that when people are getting off of the streetcars, they are not having to navigate around obstacles such as garbage bins.

Thank you for sharing this feedback about placement of garbage receptacles near elevators. We will take this back. 

Comments

“I would like to ask about the bollards along the King Street corridor. During heavy snow, snowplows push snow into the ‘Loading Zone,’ making it hard for everyone—especially people with accessibility needs—to get on and off the 504 streetcar safely. This has been happening for years, so I’d love to hear if there are plans to address it.”

Response

Snow accumulation on streetcar platforms are a challenge. The TTC is working with the City in close coordination at how to provide more prompt and effective snow removal. It is important to have coordination between the TTC and the city because there are areas where the city is responsible for snow clearance and areas where the TTC is responsible. This initiative is an ongoing effort to improve that coordination, and make sure our streetcar stops are accessible. 

Comments

“When streetcars are replaced with buses on King Street, the stops with bollards make boarding harder because customers have to step up from the road. Removing the bollards would let buses stop at the curb like normal. Could this be considered before installing a new modular ramp?”

Response

The current plan is for the modular (temporary) platforms to be phased out in 3-5 years, due to streetcar track replacement work in that section of King Street. The TTC is exploring a project with the City of Toronto which would replace the temporary modular platforms with permanent platforms. Your feedback about bollards will be shared with the project team. 

Comments 

“I was wondering if you know how we have dedicated bus lanes painted red? I am wondering if we could not implement having our Wheel-Trans bus stops in that space painted red too so people cannot park there, and customers can get to them.”   

Response

Thank you for sharing this feedback. We will take this back for consideration. 

Comments

“Elevators closing too fast.”

Response

Thank you for this feedback. The TTC’s standard for door closing speed is between 6 and 7 seconds. 

Comments

“Why has the St Clair Station elevator been non-operational for months?”

Response

Due to the ongoing construction of the streetcar slab at St Clair Station, the hydraulic oil line and electrical conduits supplying this elevator needs to be rerouted. There is a significant amount of work involved in this project. The elevator is expected to return to service in Spring 2026. 

Comments

Provide service and emergency announcement/notifications for customers who have hearing or vision loss.

If a public announcement is being made on a vehicle, the screen says “Please listen to the message”. The message is not inclusive for people who have hearing loss.

Response

The next generation of TTC subway trains for Line 2 will be able to provide this type of information. The TTC continues to explore solutions to upgrade existing vehicle fleets to better assist customers with hearing loss. 

Comments

When possible, TTC station staff should assist customers with getting up or down stairs.

Response

TTC station staff training and procedures indicate the following type of guidance/assistance for customers: 

• Asking the customer how they want to be assisted. Inform them about outages and accessible alternatives.
• Respect independence: Do not touch assistive devices or service animals without permission.
• Safety first: Assistance should not involve lifting or carrying customers.
• Prioritize accessibility options: Use elevators/escalators and know their status.
• Offer verbal guidance: Staff can walk next to customer if requested, and encourage handrail use.
• Escalate if needed: Contact Hub and arrange accessible alternatives (e.g., Wheel-Trans, bus links).
• Emergency only: Use trained evacuation procedures and equipment. 

Comments

“Why are so many subway stations under construction simultaneously? Why start an escalator project at Broadview Station when only a few people are available to work on it? For example, just to put the hoarding around the escalator has taken 3 months - and at this rate of progress it will take a year to replace it. Another example is Museum Station - there are only a handful of people working on it today (Oct 20, 2025) and it has been dragging for years. The target completion is now “Mid 2026” but why not finish it before starting Broadview or dozens of other projects lagging for years? It blocks a major city artery - down from 6 lanes on University to two lanes - yet there is no urgency to get it done. If there is no team available to quickly execute, why keep starting projects and putting up hoardings everywhere?”   

Response

Thank you for sharing your concerns regarding the pace and scope of station construction projects.

The TTC recognizes the importance of accessibility and the desire for customers to have all stations become accessible as soon as possible. The TTC has been actively finding ways to expedite the construction process at stations where possible and appropriate, to ensure elevators and other accessibility features go into service sooner than later.

Regarding Museum Station, significant work has been underway for the last year. While much of this activity occurs inside the closed station entrance and is not visible to the public, progress continues daily. For example, on the date referenced (October 20, 2025), there were electricians, laborers and carpenters (on 12-hour shifts), terrazzo workers (on 12-hour shifts), and elevator installers working. These crews are not visible from outside the hoarding, which can give the impression of inactivity even when substantial work is occurring.

As for lane closures, University Avenue is a four-lane road with two bike lanes. During construction, it has been reduced to two lanes and two bike lanes. Additionally, the City has started utility work south of the TTC hoarding, which has further impacted northbound lanes. The TTC understands this creates challenges, and appreciate the public’s patience while these critical upgrades get completed.

Broadview Station and other projects are part of a broader accessibility and state-of-good-repair program. While it may appear that resources are spread thin, work is scheduled based on contractor availability, material lead times, and the need to minimize overall disruption across the network. Starting projects in parallel allows the TTC to meet long-term accessibility targets and avoid delaying other essential improvements.

The TTC remains committed to completing these projects as efficiently as possible in order to create an accessible transit system, and appreciate your understanding. 

Comments

“A lot of effort is being made by TTC, all with great results, however, the city streets are not accessible. The poor condition of the streets prevents me from using subway/buses.”

Response

The TTC recommends contacting the City’s 311 service to report any street or sidewalk conditions that prevent or limit access to transit. 

Comments

“Safety regarding entering and exiting subway trains on the platform.”   

Responses

Safety is a core value of the TTC. To enhance customer safety when entering and exiting subway trains, the TTC has implemented vertical and horizontal gap fillers at platform level at numerous stations to minimize the gap between the train and the platform edge. In 2026, an additional seven platforms across four stations are scheduled for completion. 

Comments

“Accessible washrooms are needed in all stations.”

“Providing washrooms in stations would be helpful. The length of trips is a concern for those of us who have bladder problems.”

Response

Thank you for the feedback. Washrooms are provided primarily at terminal and interchange stations, as noted on the Washrooms at TTC subway stations webpage. While there is no current plan to construct new washrooms in existing stations, new washrooms are being made available as part of new rapid transit projects including Line 5 Eglinton, Line 6 Finch West, the future Line 1 Yonge North Subway Extension, the future Line 2 Scarborough Subway Extension, and the future Line 3 Ontario Line.  

Comments

“The Scarborough RT was a sign of Scarborough. An icon that was diminished too quickly. Now, the borough of Scarborough relies heavily on frequent bus service, which has its’ own flaws and challenges along Kennedy Road and Midland Avenue. My question is; Is there any consideration for a future Rapid Transit Line Replacement for the former Line 3 Corridor in accordance with the Line 2 Extension under construction, to complement the future subway service?”

“What is the future of Scarborough’s Transit system?”

Response

The TTC announced in December 2025 that the construction of the Line 3 bus replacement busway will be expedited, with an estimated opening in Fall 2026. This will improve travel times for the existing bus replacement service.

Metrolinx has also begun early works construction on the Scarborough Subway Extension, which will extend Line 2 to the Scarborough Centre area. 

Comments

“There is a need for colour contrast strips on stair edges in subway stations.”

Response

TTC standards require a colour contrasted strip along stair edges. As older stairs are rebuilt at stations, the strips will be added, which will improve colour contrast when using the stairs. 

Comments

“When will all stations have elevators?”

“How many subway stations are accessible, and what is the status of upcoming subway stations?”

“Is there any plan to replace old elevators so that mobility scooters fit easily into them?”

Responses

All stations except for Old Mill will have elevators in service by the end of 2026. The elevators at Old Mill will go into service in 2028.

The status of putting elevators into service at each of the remaining stations is as follows:

• Lawrence, Warden, Christie, Summerhill: entered service in December 2025;
• Greenwood: Q1 (January to March) 2026;
• College: Q2 (April to June) 2026;
• Museum, Spadina: Q3 (July to September) 2026;
• King, Islington: Q4 (October to December) 2026; and
• Old Mill: Q3 (July to September) 2028.

TTC-owned elevators in stations accommodate a wide variety of wheeled mobility devices. Where space permits, TTC elevators are designed with doors at the front and back, and buttons along the side wall. This allows customers to enter the elevator, activate the buttons, and exit the elevator without having to turn around. Some older elevators in third-party entrances to TTC stations are smaller, and may not comply with the TTC current elevator standards. The TTC will explore opportunities with third parties to improve elevator accessibility when the elevators need to be rebuilt. 

Comments

“If a customer completes enough trips in a month equivalent to the cost of a monthly metropass, when will the feature arrive that all trips after that threshold are free for the month? (i.e. automatic metropass after spent money = Metropass?)”

Response

Mayor Olivia Chow announced that fare capping is included in the proposed 2026 budget and would begin in September 2026; it has also been identified by staff as a ridership growth initiative. Throughout January 2026, the Budget Committee will undertake reviews and consult with the public on the 2026 budget before Council considers the 2026 Budget on February 10, 2026. Once City Council endorses the 2026 Budget and the final budget and parameters for fare capping are confirmed, a timeline can be confirmed.  

Comments

“I would like the TTC to look into eliminating cash modes across all modes. No cash on the bus; no cash on streetcars; no direct cash on service turnstiles and also PRESTO cards.”

Response

Thank you for your feedback. The TTC needs to make sure that fare policies are accessible and inclusive. There are no current plans to eliminate cash payments, as this is still the most accessible form of payment for some customers. Any decision on removing cash fares in the future would involve customer engagement and consultation.  

Comments

“The PRESTO paper tickets should be included in the Ontario One Fare program.”

Response

Ontario One Fare is a provincial program administered through Metrolinx. The TTC is the only transit agency that uses PRESTO tickets, and was told that the 905 transit agency PRESTO card readers cannot read the limited use media single tickets. These tickets also would not work with GO Transit, because they use a fare by distance structure. That is the reason why the single-use tickets are not currently included in the One Fare program. 

Comments

“Fair Fare access to TTC. Low income, short trips”

“When is the TTC going to consider lower fares for short distance trips? I need the TTC to travel short distances, like 2.3km to volunteer or 3.1km to meet a friend. I am not 65/student and have mobility issues. It’s not fair that you can travel in from Vaughan to work for $3.30 and it costs me the same for distances under 5/10km!”

Response

The TTC fare structure was evaluated through the 5-Year Fare Policy. As part of an extensive public consultation process, the TTC heard from approximately 3,400 people. One of the key pieces of feedback was that fare by distance was not currently a priority for customers. 

Additionally, the City of Toronto Fair Pass program offers discounted fares to eligible low-income Toronto residents. If you meet eligibility requirements, you can apply online.  

Comments

“I am a single parent with a disability who has 4 disabled children. I have a TTC Support Person Card, but when I have to go Mississauga, my card doesn’t work, so I have to pay the fare.”

“The Fair Pass program isnt fair because it denies people with CPP and ODSP who are not a student and not a senior (reduced fares). The adult fare is not cheap for customers with accessibility needs.”

Response

The Support Person Assistance Card is tied to the person (the cardholder) who needs support traveling on the TTC. The cardholder must first pay their fare before showing the Support Person Assistance Card to a bus driver, a Customer Service Agent at a station, or a Provincial Offences Officer to allow their support person to ride for free. 

A cardholder can only have one support person travel with them for free. Any additional companions or people travelling with the cardholder and their designated support person, must also pay a fare.

If you are a support person for someone while traveling in Mississauga, you can tell the driver that you are traveling as a support person. The person you are supporting will still need to pay a fare.

The Fair Pass Transit Discount Program is run by the City of Toronto. To be eligible, you must live in the City of Toronto, be between 20 and 64 years of age, have a PRESTO card number, and have an income below 75 per cent of the Low-Income Measure After-Tax Threshold. More information on eligibility can be found on the City of Toronto’s Fair Pass Transit Discount Program website. 

Comments

“I used my PRESTO, and my companion was using cash. I am 77, he is 66. He was stunned that the cash was $2.30, and PRESTO was $2.25. Why is there that discrepancy?”

Response

The TTC encourages the use of PRESTO. That is why there is an incentive of five cents for seniors ($2.25 on a PRESTO card versus a cash fare of $2.30). This allows customers to benefit from PRESTO incentives, including two-hour transfers, and benefits to the One Fare program when transferring to neighbouring transit agencies.” 

Comments

“Google Pay taking adult fare as opposed to Seniors fare; how can this be fixed for seniors?”

Response

Google Pay is a form of Open Payment, which currently uses debit or credit card to pay a fare. At this time, fare types such as Senior, Youth, Post-Secondary, and Fair Pass cannot be set on open payment media.

To set a Senior fare type, you need a digital PRESTO card in Google Wallet. You can download a digital PRESTO card in Google Wallet by following these steps:

1. Make sure you have the Google Wallet app installed on your device and you are signed into a Google Account.

2. Sign into the PRESTO app (if you do not have the PRESTO app, download it for free from the Google Play Store). Under “Get a new card” select “PRESTO in Google Wallet.”

3. Read the PRESTO information for Google Wallet then click “Get a new card.”

4. Enter payment information and choose a nickname for the card.

5. Select “Add to Google Wallet” to save it to your device. 

Next, to set your fare type, follow these steps:

1. Visit a participating Shoppers Drug Mart location

2. Provide photo ID and customer service agent can set the fare type.

After that you can load funds onto your PRESTO card in Google Wallet and pay a reduced senior fare. 

Comments

“Why is this event not hosted in an AODA compliant facility?”

Response

One of the TTC’s key considerations when exploring venue options for the Public Forum is barrier-free accessibility. When the TTC was considering the MaRS Discovery District, key factors were that two elevators provide barrier-free access from the Queens Park subway station up to street level, the short walking distance from the subway due to the direct indoor connection, and the ease of access by Wheel-Trans vehicles. The venue interior includes wide hallways, more than one barrier-free path to access the auditorium, and ample space for circulation within the auditorium. 

Comments

“Every year this event wrecks dinner.  Either provide vendors or schedule it for 7 p.m., so we’ll have time to eat first.”

Response

The TTC aims to find a balance between participants who would like to attend shortly after the work day while also not running too late in the evening. There is also a lot of set-up for the IT equipment, and testing to ensure everything is working properly, which is why the event is not held earlier. 

Comments

“Will there be a recording of the Forum?”

Response

Yes, a recording of the forum will be available on the TTC’s YouTube Channel, and on the 2025 Public Forum on Accessible Transit webpage. 

Comments

“ACAT meetings. Teams is so antique. And while you're holding those meetings, any meeting that is not properly AODA compliant, the room is too small, and it makes those of us with breathing issues sick. City Hall, recreation centres. If you need private meetings use Zoom with the link in the email list. Simple as that. This is 2025. AODA is this year, why are we still second class? Thank you.”

Response

The TTC will take back feedback about meeting room accessibility and about Microsoft Teams.

ACAT members are consulted about where the meetings are held, and this is assessed from year to year, to determine which location meets the needs of ACAT members and the public. That is an important consideration from an accessibility perspective. Members have identified that the current Yonge and Davisville location is preferred to other TTC office locations.

Comment

“I want to say thank you so much for having this forum. And taking the time to answer our questions and be around for us.

Response

Thank you – this feedback is appreciated. Comments provided at these Public Forums allow the TTC to continue improving transit accessibility. 

Comments

“I am very appreciative of this service.”

“It is a great service. I use the service every day. Not just for me but for others. I volunteer three days a week in a seniors home. And so I need the service.”

“I have lived and traveled in many places around the world, and in the United States. I have never had this kind of service for someone who has a disability, so thank you.”

“I take great objection to the comment concerning "inconsistent, unprofessional and poor quality of drivers". All my dealings with TTC drivers have been completely positive, and all the Wheel-Trans customers that I have spoken to have great praise for Wheel-Trans drivers.” 

“TTC Wheel-Trans Staff are consistently well trained, polite, and accommodating.”

“I would like to complement Wheel Trans drivers who do their jobs diligently and effectively and offer a helping hand when required. My sincere thanks to all the drivers of Wheel Trans.”

“I am extremely grateful for this phenomenal service – it has been life changing! I don't think the public has enough awareness that Wheel-Trans is not only for individuals using mobility devices. I do not have a driver's license, and several years ago, while going through cancer, I traveled on public transit.”

“I take both the Wheel-Trans and the public transit. I do not have any big issues to complain about, because I think the service is fantastic. And my husband is also now in a wheelchair. He said he wanted me to say, "thank you very much for the service."

“One other thing I need to say. The driver – something happened to me in March. I was very sick. My phone was dead. And I am downstairs to tell the driver, "I missed my ride." He noticed something wrong with me. I was going to go back in my apartment. He told me not to go back home. I went in Wheel-Trans, and he called the ambulance for me. He helped me a lot. I spent four days in the hospital because of the driver helping me. If it were not for that, I would be dead. And so I thank the drivers for looking out for Wheel-Trans customers, to notice that something is wrong with that person to help.”

Responses

Thank you for the feedback that Wheel-Trans is a great service.

Thank you as well for the feedback about the Wheel-Trans driver. That is a heartwarming story. Wheel-Trans would like to formally commend and thank the driver. So glad you are okay, and you were able to get to the hospital. Stories like that motivate Wheel-Trans to continue to provide and improve the service, and reinforce what a difference it makes in everyone's life. Thank you for having the courage to share that.  

Comments

“Can there be a fee paid so service can be improved?”

“Can we have a yearly membership to have better service?”

Response

The TTC aims to keep services as affordable as possible for customers. With regard to improvements, this can be achieved by funding increases from all levels of government. 

Comments

“Funding source for accessibility deficiencies/repairs in projects built by Metrolinx and operated by the TTC?”

“More funding for the TTC.”

“All these new TTC initiatives & improvements to improve the broken TTC system will require a new sustainable funding model. How will the TTC do this without making any major cuts or raising fares? How will the TTC do this while it has a $232 million deficit in its 2026 budget, double what is forecasted for this year. And nearly 2 million fewer fares than forecast resulting in another $3.6 million dollar shortfall. What exactly will the TTC cut to accomplish this? More TTC expansions, free fares for children 12 and under like Ottawa transit announced changed suddenly this past September. 24 hour routes with empty buses.”

“I'd like to know who are the funding sources that we should be putting pressure on to get more money for the TTC? Should we be talking to our provincial representatives? The federal? The city? Where is the money coming from?”

Responses

The TTC’s funding model primarily relies on funding provided by the City of Toronto, which supports day-to-day operations and also long-term capital investments in infrastructure. More than two thirds of the TTC’s total 10-Year Capital Budget and plan are funded from the municipal level. Targeted funding is also provided by both the provincial and federal governments for specific projects and initiatives. This blended approach allows the TTC to advance key priorities.

The operating budget is funded with customer revenue through fare collection, advertising and marketing initiatives, as well as leases and agreements with retail partners. These efforts reflect a commitment to maximizing direct revenue streams wherever possible. However, government funding from the federal, provincial and municipal level accounts for approximately 58% of the proposed 2026 operating budget. 

A significant area of focus is Wheel-Trans. Rising costs and increasing demand make the current funding model unsustainable. While the TTC relies heavily on taxpayer dollars to maintain this service, efficiencies are being actively pursued through technology, innovation, and operational improvements. Any savings achieved are reinvested to enhance service quality for customers. This is a critical priority.

Despite these efforts, the overall funding formula is not sustainable in the long term. This is why discussions such as today’s, and the role of the ACAT, are so important. The services the TTC provides are not optional - they are essential to delivering a modern, accessible transit system for Toronto. As the TTC approaches the City’s budget process, it is vital that the voices of conventional transit and Wheel-Trans customers are heard to secure the funding required for this year and to address long-term sustainability.

The TTC’s commitment remains clear: every dollar received will be used to ensure the state of good repair of assets and to improve service. However, to fulfill these commitments, the TTC must work with municipal, provincial, and federal partners to transform the funding framework. Only then can the TTC ensure a reliable and sustainable transit system for the future.