Office of the Chief Executive

In less than 100 days, Toronto will welcome the world as a host city for the FIFA World Cup™. When that moment arrives, millions of eyes will be on our city, and upon us. The TTC will be central to how visitors experience Toronto, and our customers will look to us to deliver transit that is safe, reliable, welcoming, and confident. We must be ready.

Preparation is no longer theoretical. We are now in the phase where plans must be locked down, tested, and proven. From the highest system-wide view, to each mode, each division, and each route, we need clarity and discipline in how we will operate. This is the time to stress-test service plans, contingency plans, staffing plans, and communications, so that when the crowds arrive, our responses are instinctive and co-ordinated.

For frontline employees, this work is deeply practical. Success will be defined by what customers see and feel every day: vehicles that show up as scheduled, stations that are staffed and welcoming, clear directions when service changes, and calm, confident responses when the unexpected happens. Every interaction matters. Your professionalism, situational awareness, and commitment to service are what will turn complex plans into a positive customer experience.

Leadership and accountability will be critical at every level. Now is not the time to be timid in flagging risks or raising concerns. If something could break down, we need to know about it early. If a plan can be improved, strengthened, or better resourced, solutions need to be brought forward. This applies equally to managers, supervisors, planners, operators, maintainers, station staff, and support teams. Speaking up is not criticism – it is leadership.

Over the next 100 days, I expect a heightened level of management focus, strong and proactive resourcing, and clear, frequent communication. That means extra checks, clearer handoffs, stronger supervision, and making sure employees have what they need to succeed. It also means looking out for one another and ensuring safety, clarity, and support are never compromised.

This is a true One TTC moment. Every role plays a part in welcoming the world to our city. Together, we have the opportunity to show Toronto and the world what flawless transit service looks like. I have complete confidence in this organization and in the people who make it run.

Thank you for what you do every day, and for the pride you will bring to this moment.

With gratitude and resolve,

Mandeep S. Lali
​Chief Executive Officer
​March 6, 2026