Office of the Chief Executive

On July 19, we officially concluded FIFA World Cup 2026™ operations. Looking back on the tournament, one thing is clear: Team TTC delivered an extraordinary performance.

With 3.6 million event-day trips on key routes between June 10 and July 11, a 91-per-cent customer satisfaction score and 92-per-cent sense of safety score, and no major incidents or service delays on match days – the results demonstrate that we successfully delivered on our commitments and rose to the occasion. These achievements were recognized by the Board at its recent meeting.

This shows that when we come together as One TTC, we can do incredible things, including delivering world-class service for a world-class event.

There are also many practical lessons learned that we can carry forward in all of our operations. Visible support creates confidence for customers. Preparedness pays off.

The tournament also reinforced the importance of strong partnerships and co-ordinated action. RapidTO, transit priority measures and the deployment of traffic agents helped improve service, and we must continue working closely with our partners at the City of Toronto and Toronto Police Service to build on that success.

Real-time updates through our e-ink screens and customer insights from Transit App helped us better understand and meet customer needs. Just as important, our ability to respond quickly to changing conditions helped keep Toronto moving. We must continue to leverage these tools and practices to improve the customer experience.

The tournament also reinforced a simple reality: the enhanced service we delivered was made possible by dedicated funding and resources. To maintain and improve this service for everyday customers, we will require sustained investment.

While investment remains critical, our actions and decisions also play an important role in shaping what comes next. Our efforts during the tournament highlighted the importance of data-driven decision making and using pilots to demonstrate value and identify new ways to strengthen our system.

One area where we are already applying those lessons is safety.

On July 20, we launched the Streetcar Passing Automated Enforcement Pilot, which uses cameras on a limited number of streetcars to help us better understand the scope of illegal passing across the network. While passing open streetcar doors is already illegal, enforcement remains challenging. Information gathered through the pilot will inform future safety, enforcement, and public education efforts to better protect customers as they board and exit streetcars.

The success of FIFA World Cup 2026™ was built on people who took ownership, worked together, and kept customers at the centre of every decision. I would like to thank every single one of you for your hard work and dedication in making this tournament a success.

These same qualities – leadership, teamwork, accountability, and customer focus – are the foundation of our success every day. They are also the qualities recognized through the Hubbard Award for Leadership, which honours Frederick Langdon Hubbard, the TTC's first Black Board Chair, and recognizes individuals who influence and make a meaningful impact on our organization. Nominate a deserving colleague by July 31.

As we continue building on these strengths, I welcome your ideas on how we can reinforce them across the TTC. Please share your thoughts with me.

Thank you for your passion and resilience. Let us take pride in what we have accomplished and bring that same energy and excellence to every customer, on every trip.

With gratitude and resolve,

Mandeep S. Lali
​Chief Executive Officer
​July 24, 2026