CEO's Report: September Commentary

It is my pleasure to introduce a refreshed CEO’s Report.

This report is a work-in-progress, aimed at providing better clarity and timely updates to the Board. Each edition includes key performance indicators (KPIs) across all transit modes. Each month, we propose to do a deeper dive into a specific mode – this month highlights subway performance.

A new section, In Focus, provides insight into actions underway to address planned and emerging priorities. The report emphasizes reliability, safety, cleanliness, accessibility, and affordability – all essential ingredients to building and sustaining trust.

Subway Reliability
​Line 1 remains under speed restrictions that we’ve responded to by adding vehicles, monitoring crowding, and adding a new delay map.

On Line 2, increased switch-related delays are being addressed through additional inspections, training, and quality assurance.

Passenger-related delays account for just over half of all disruptions and continue to be addressed through the Community Safety Action Plan, targeting a 16% reduction in external delay minutes versus 2024.

Accessibility and Comfort
​Elevator and escalator availability is improving through targeted upgrades. Despite challenges from water damage and modernization, progress continues. Elevators are now available at 58 of 70 stations, with full completion expected by 2028.

Safety and Security
​Customer offences are down 16% month-over-month and 40% over three years, with safety satisfaction up 12%-22% among women. Staff safety is improving, supported by visibility measures, de-escalation training, and Operator barriers. Collaboration with City and Police partners remains vital.

Ridership, Satisfaction, and Financials
​Subway ridership is up 7% year-over-year, reaching 6.5 million weekly boardings – 81% of pre-pandemic levels. Satisfaction rose to 74%, with a Net Promoter Score of 12. Fare revenue for Period 7 was $76.9 million – 3.1% below budget, but 1% above 2024. Year-to-date revenue trails budget by $25 million, impacted by hybrid work.

While this report will continue to evolve, our commitment to modernizing Toronto’s public transit system and enhancing the customer experience remains steadfast.

Mandeep S. Lali
​Chief Executive Officer
​September 2025