Office of the Chief Executive

Four World Cup matches in Toronto are now complete. Each one has tested our system and our people. Each one has shown what this organization can deliver when it matters most.

Customers are seeing it. In a recent survey of nearly 1,800 customers, 91 per cent reported feeling safe on our key tournament routes and 92 per cent across all routes. The survey also reflected overall customer satisfaction of 4.63 out of five across the network. That sense of safety drives choice. When customers feel safe, they choose transit.

We are seeing that choice in the numbers. On Saturday, June 13, the TTC recorded 1.09 million trips, our highest Saturday ridership this year. We have also seen a 30-per-cent increase in boardings on key FIFA corridors, including King, Dufferin, Bathurst, Harbourfront, and Ossington on match days. This is momentum. It reflects a system people trust to get them where they need to go.

I have seen this firsthand travelling across the system over our last few match days. Across the network, staff and Special Event Ambassadors were present, visible, and engaged with customers. Special Constables and Provincial Offences Officers were positioned with purpose. Our Core Response Unit moved with speed and precision. This is what strong, co-ordinated service looks like in real time.

What customers see is supported by a co-ordinated effort behind the scenes. Our Transit Control and Emergency Operations Centre teams are working alongside City partners and emergency services to monitor conditions and respond quickly. Every role across the TTC contributes to that level of readiness.

We are also applying proven tools that strengthen safety, including body-worn cameras for station staff. Evidence from our operations and international research shows these measures reduce conflict, support better interactions, and help prevent incidents before they escalate.

This focus on safety is now reinforced at the national level. Recent changes to the Criminal Code through Bill C-14 extend protections to public transit workers while they are performing their duties. This matters for every person across this organization. It recognizes the work you do every day and reinforces that your safety is a priority. It also supports how we operate, how we respond, and how we look after one another across the network.

On June 24, I joined representatives from the TTC Special Constables Service and Jamal Richardson, Executive Director, Transit Enforcement and Fare Collection (Acting), in the procession and funeral service of Constable Marc Pinizzotto, who was tragically killed in the line of duty. On behalf of the TTC, we extend our deepest condolences to his family, friends, colleagues, and the Toronto Police Service Special Constable community. Our TTC team stands in solidarity with the Toronto Police Service during this difficult time, and we are grateful for their ongoing dedication and partnership in keeping our city safe.

As a Commission, we have a busy week ahead, with two more World Cup matches, Toronto Pride Parade, and a number of other events across the city. Let’s keep the momentum going – continue to stay visible and available to customers, support each other across teams and functions, put safety first, raise issues early so we can respond quickly, and always look for opportunities to improve customer experience in real time.

If you see a way to make our system safer or more effective, I want to hear from you directly.

We are representing Toronto on a global stage. The way we show up now will shape how people experience this city and our system long after the final match.

I am proud of how you are leading through this moment. Let’s carry this forward with focus and discipline.

With gratitude and resolve,

Mandeep S. Lali
​Chief Executive Officer
​June 26, 2026