COVID-19 FAQs


Answers to your questions about TTC and COVID-19

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With a number of businesses and workplaces reopening, the TTC is expecting an increase in customers. We will be monitoring service and crowding, and taking steps to ensure a safe environment on TTC vehicles and throughout the system.

  • Masks

    Why is the TTC making face masks mandatory?

    As more customers return to transit, it will be increasingly difficult to maintain physical distancing. Face masks that cover your nose, mouth and chin will help keep everyone safe from the spread of the virus.

    Is anyone exempt from having to wear a face mask while on the TTC?

    The following exceptions will apply:

    • Children under two years of age.
    • Persons with an underlying medical condition which inhibits the ability to wear a mask.
    • Persons who are unable to place or remove a mask without assistance.
    • Additional accommodations in accordance with the Ontario Human Rights Code will also be considered.

    Please note, the TTC will not be enforcing the use of masks. Customers who do not have a mask will still be permitted to board TTC vehicles. Not all medical or other conditions are visible.

    *TTC By-law No. 1, s. 3.13(a)

    When did it become mandatory to wear a face mask while on the TTC?

    The policy went into effect on July 2, 2020.

    Will the TTC be providing a face mask to customers?

    Complimentary disposable one-time use masks are available from TTC staff at all TTC stations. 

    What if I don’t have a face mask, will I still be allowed to ride the TTC?

    Yes. You will still be able to board a vehicle or enter a subway station.

    Is it mandatory to wear a face mask for my whole TTC trip?

    Yes, but we understand that some people may have medical or other reasons for why they are unable to wear a mask.

    Is it mandatory to wear a face mask in the TTC even if physical distance can be maintained?

    Yes, it is mandatory in all instances (unless exceptions above apply).

    What is the TTC doing about customers who aren’t complying with the mandatory face mask rule?

    As with any emergency or customer dispute, an Operator or TTC employee can contact the Transit Control Centre for direction/resolution depending on the nature of the dispute or emergency.

    TTC will not be enforcing the use of masks. Customers who do not have a mask will still be permitted to board TTC vehicles. Not all medical or other conditions are visible.

    Can I wear a face shield instead of a mask?

    While face shields are not an exact substitute for a face mask since they lack a seal, TTC will accept the use of a face shield in lieu of a face covering/mask.

  • Service adjustments

    When will TTC return to 100 per cent of service?

    We have determined that at 50 per cent of regular ridership we will need to put out 100 per cent of service.

    What is the TTC’s plan to provide faster shuttle services when there are subway disruptions and what guidelines will be followed to avoid overcrowding inside and outside the stations?

    Unplanned or emergency closures are always a challenge.

    We will always do our best to manage crowding on shuttles and in stations. That will be especially important during this pandemic.

    Why are there seat decals on vehicles?

    Seat decals are in place on vehicles to remind customers to physically distance, where possible.

    What happens if someone sits on a seat with a decal?

    There is no penalty for sitting on seat with a seat decal. They are there as a reminder and for guidance only. In some cases, families travelling together may choose or need to sit in adjacent seats.

  • Safety

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

    Toronto Public Health is the best source of information.

    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 with new information as it becomes available.

    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.

    The TTC has been performing additional cleaning and disinfection of all public places with a focus on touch and grab points, such as buttons, railings, handles and straps.

    • 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.
    • We ask anyone who is feeling unwell to stay home.
    • TTC Fare Inspectors will continue their important work.
    • For the time being they will not issue tickets.
    • 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.
    • Operational procedures were issued to staff for dealing with a customer who self-discloses they have the virus.
    • Masks and face coverings are mandatory when travelling on the TTC, with exemptions.

    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.

  • Wheel-Trans

    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.

    • 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.
    • Mandatory health screening questionnaire must be completed by customers prior to trip booking.
    • Contracted taxis (Accessible taxis and sedans) are cleaning their vehicles midday and prior to the start of service using alcohol based solution.
    • Contracted drivers continue to wear PPE’s including gloves.

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

    Please visit Toronto Public Health's website.

    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.

    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.

  • TTC facilities

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

    The Customer Service Centre at 1900 Yonge Street, above Davisville station has reopened with modified hours of operation. We strongly suggest that customers wear a face covering or mask if visiting the office. Only two customers will be permitted in the office at a time.
    Hours of operation: Monday to Friday 8:30 a.m. - 4:30 p.m.

    The following alternate service options remain available:

    • PRESTO cards may be purchased at Fare Vending Machines at subway stations, Shoppers Drug Mart locations or online at prestocard.ca.
    • For general TTC information, contact our Customer Information office by telephone seven days a week from 8 a.m. to 6 p.m. at 416-393-4636.
    • To submit a complaint or compliment about the TTC, contact Customer Service by telephone seven days a week from 7 a.m. to 8 p.m. at 416-393-3030 or submit online.
    • Photo ID Services are not available at this time.

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

    TTC Lost Articles is open to the public with modified hours of operation.
    If you have lost something on the TTC, please call us between 12 p.m. and 4 p.m., Monday to Friday at 416-393-4100. If we have your item, please come and pick it up from our office at Bay Station between 8 a.m. - 12 p.m. Monday to Friday.

    Please avoid visiting the Lost Articles Office at Bay Station unless you have called us and confirmed that we have your item. Only one customer is permitted into the vestibule of the Lost Articles Office at a time. Please line up outside the door and only enter if the vestibule is empty.

    Is the TTC Photo ID Centre open?

    Customers who require a TTC Post-Secondary Photo ID Card or a TTC Support Person Assistant Card can now visit our new, accessible Photo ID Office which has relocated to Bathurst Station on the concourse level. The Photo ID Office at Sherbourne Station has permanently closed.

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