GOOOOAL, TTC!

This summer’s World Cup experience demonstrated what the TTC can achieve when our people, planning, and investments come together to deliver for Toronto.

TTC employees helped move customers to and from Toronto Stadium, the FIFA Fan Festival™ Toronto, entertainment districts, and local businesses, demonstrating the TTC’s critical role in keeping Toronto moving.

On event days from June 10 to July 19, customers took more than four million trips on TTC routes serving Toronto Stadium and the Fan Fest. On the six match days, ridership on streetcar and bus routes serving the stadium and festival were 42 per cent higher than on the same days last year.

These trips were in addition to regular daily service and the many events that make Toronto vibrant throughout the summer. The results reflect months of planning, targeted service investments, and strong collaboration across the organization. Most importantly, they reflect the dedication of employees who moved hundreds of thousands of residents and visitors throughout the tournament.

“Our success during the tournament demonstrates what we can achieve when we come together as One TTC,” said CEO Mandeep S. Lali. “Our employees earned customers’ trust and delivered world-class transit service.”

“Thank you to every employee who helped make this global event a success.”

“One of the clear takeaways from the tournament is how targeted operational improvements can have a significant impact on service delivery,” said Fort Monaco, Chief Operating Officer. “By combining real-time decision-making, on-the-ground observations, and close co-ordination with City partners, we were able to improve transit priority and provide a more reliable experience for customers.”

More than 535 staff ambassadors stepped forward from across the organization, filling more than 1,500 shifts throughout the tournament. Working alongside frontline and Operations teams, they provided wayfinding assistance, answered questions, managed crowds, and provided a welcoming TTC experience. Their participation reflected a true One TTC effort during some of the busiest periods.

“This was a true organization-wide effort that demonstrated how customer experience extends far beyond the journey itself,” said Josh Colle, Chief Strategy and Customer Experience Officer. “From wayfinding and customer information to community engagement and TTC Shop activations, teams across the organization came together to help visitors navigate the city with confidence and leave with a positive impression of Toronto and the TTC.”

The world came to Toronto and Team TTC delivered a world-class transit experience through professionalism, resilience, innovation, and an unwavering commitment to safety and customer service.

Results included:

• 91 per cent score for real-time customer satisfaction during the tournament.

• 92 per cent score for overall system-wide sense of safety.

• 61 per cent increase in foreign credit card payments, which speaks to the increase in visitors we had travelling on our system.

• On the RapidTO corridors: buses on Dufferin operated in many cases better than every two minutes, with average travel times improving from 17 minutes before RapidTO to 14 minutes during the tournament. On Bathurst, travel times improved from 25 minutes to 22 minutes.