Office of the Chief Executive

This week, we reached an important milestone on our journey toward the FIFA World Cup 2026™ that underscores our operational readiness for the global stage. On Tuesday, we publicly announced our enhanced FIFA service plans and shared how we will improve service to deliver a smoother, more reliable experience for fans during an unprecedented moment for Toronto.

These service plans exist for a clear reason: expectations will be higher than ever before, and the world will be watching how we perform. From increased staffing and service across our subway, streetcar, and bus networks to additional wayfinding signage that supports intuitive navigation, every element has been intentionally designed to deliver a world-class customer experience at scale. These plans are not just about capacity. They are about confidence, reliability, and trust.

They represent a commitment to our city, our customers, and our role as a global transit host. With that commitment comes the responsibility to consistently and visibly deliver on our promises, with safety as the foundation that makes reliable service possible.

Alongside this work, I want to recognize the tangible improvements we are seeing in subway performance on Lines 1 and 2. Over the past week, both lines have delivered consistently strong service in the morning and afternoon peaks. Overall subway on-time performance has averaged 92 per cent since Monday, marking our strongest results since late 2025, with A.M. peak performance reaching 98.

These results reflect focused, disciplined work across our Operations teams. Internal incidents have been reduced by nearly 20 per cent compared to last year, supported by a sharper focus on protecting our most critical assets and reducing failures at key locations. We have also seen meaningful gains through improved headway management, with Transit Control taking deliberate steps to ensure on-time departures from terminals and using strategic holds to maintain evenly spaced service.

This is what operational excellence looks like: attention to detail, strong leadership in our control rooms, and teams working together to deliver reliable service day after day. It is exactly the kind of performance our customers expect and what the world will expect of us as we move closer to the FIFA World Cup 2026™.

Delivering reliability also means ensuring people feel safe using our system every day and in every interaction. To support this broader effort, we will strengthen our uniformed presence across the system through our Corporate Security, Special Constable Service, and Revenue Protection teams, while also integrating TTC staff into the City’s emergency communications centres to improve co-ordination and ensure swift, effective responses to real-time issues.

Each of these initiatives is anchored in a single goal: improving performance. Safety is not only about infrastructure and enforcement. It is also about how people feel when using our system. We want every customer to feel safe, confident, and supported every day, and especially during the FIFA World Cup™, as they navigate the TTC.

The world is coming, and what will stand out most is how we show up for one another and for our customers day in and day out. Safety is how we support strong performance, take care of our people, and earn trust every single day. As we push toward FIFA World Cup 2026™, please continue to look out for each other, take pride in your role, and never hesitate to speak up or step in when something doesn’t feel right. I also encourage you to share any feedback or concerns confidentially.

As we head into the long weekend, I want to wish everyone a safe and restful break, and a happy Easter to those who celebrate. And to the employees who will be working over the holiday to keep our system moving, thank you. Your commitment matters, and I’m grateful for everything you do.

With gratitude and resolve,

Mandeep S. Lali
​Chief Executive Officer
​April 2, 2026