Office of the Chief Executive

This week, Toronto experienced another significant winter storm, with freezing rain, heavy wet snow, and gusting winds – the kinds of conditions that test a transit system, and more importantly, the preparation behind it. Before anything else, I want to say thank you to the employees across the TTC who prepared for and delivered service under challenging conditions, from those working out in the elements to those co-ordinating, planning and supporting operations behind the scenes.

I watched a television news reporter delivering a live update during the storm remark that the TTC was running well, and she made it sound almost remarkable. I want to be clear: this was not remarkable. It was the result of preparation. Our service ran well because teams across the TTC anticipated the conditions, communicated clearly, and executed their plans with discipline and professionalism. As a result, our customers were able to rely on transit when they needed it most – and that is the payoff.

Preparation, communication and service are not abstract concepts. They are why we are here. They reflect leadership and accountability at every level of the organization, and they are what our customers expect from us, not just in severe weather, but every day.

As we move through February, we are now just shy of 100 days from another moment that will test our readiness on a very different scale: Toronto hosting the FIFA World Cup 2026™. This will be one of the largest and most complex special events our transit system has ever supported, and preparation is already well underway.

Teams from across the organization have been coming together to align plans, identify risks and ensure we are ready to deliver safe, reliable, and welcoming service during the tournament. While much of this work is deliberate and essential, it reflects a true One TTC effort with the same focus on preparation, co-ordination, and accountability that our customers experienced during this week’s storm.

As part of our World Cup readiness, I also want to flag an important initiative that will be launching soon. Soon, we will be introducing a Special Event Ambassador Program for eligible non-union employees. This program will allow participants to support customers at key locations across the network, help visitors navigate the system, and proudly represent the TTC during a once-in-a-generation global event. Formal communications with full details on eligibility and how to sign up will be coming shortly, and I encourage you to watch for them and consider taking part.

I also want to highlight an important safety initiative now visible on our system. As part of our ongoing campaign to promote the SafeTTC App, we’ve launched a specially wrapped train now in service on Line 1. The SafeTTC App is a powerful tool for discreetly reporting safety and security concerns anywhere on the system. Usage continues to grow, and I encourage everyone to download it, use it, and help raise awareness with colleagues and customers alike. The app is monitored 24/7 by Transit Control and also allows riders to call 911 directly when needed.

Safety remains paramount in everything we do. Our customers and our employees not only need to be safe – they need to feel safe – and that requires preparation, communication, and accountability every day.

Thank you for the work you do to serve Toronto. Whether responding to winter storms or preparing for a global event, this organization continues to show why preparation matters – and why our customers can count on us.

With gratitude and resolve,

Mandeep S. Lali
​Chief Executive Officer
​February 20, 2026