Officials at the Toronto Transit Commission have announced a series of customer service initiatives meant to improve rider experience on the better way.
Changes to rider interaction, the creation of a "customer service liaison panel" and an expanded request stop program were unveiled at an 11 a.m. news conference at Bathurst Station's bus and streetcar platform.
TTC chair Karen Stintz was joined by the agency's first-ever customer service officer Chris Upfold to announce the initiatives, a result of recommendations made by an advisory panel last August.
In a bid to improve customer relations, Stintz said the TTC plans to create a "customer service liaison panel" and host regular town hall meetings to ensure the service is listening to rider concerns.
Stintz said the first town hall meeting is slated for Nov. 24. Further information is expected to be posted on the TTC's website later in the day.
Chris Upfold, the TTC's first customer service officer, announced the service will launch a "customer-focused" review on fares and ticketing.
"This is not about changing the price of our fares, this is about removing some of the nuisance things that bother our customers," said Upfold.
He said the TTC also plans to expand hours at its customer service centre and extend its request stop program to "anybody that feels vulnerable."
The TTC is expected to roll out those changes in the next few months, he said.
However, some transit riders were less than overjoyed about Thursday's announcement, given the TTC's budget problems.
"I think it's a very good idea but I'm not really too keen on the cutting of the services," said Maggie Jones.
Transit advocate Steve Monro described the customer service initiative as "icing on the cake."
"Meanwhile we've cut the budget so that the cake is only about that thick," he added, holding up his index finger and thumb an inch apart.
Due to mandatory budget cuts, the TTC is anticipating that it will cut services, which may bring longer wait times and fuller buses.
Currently, the TTC's request stop program allows women who are travelling alone by bus between 9 p.m. and 5 p.m. to exit the bus at a location between stops.
The announcement comes as the TTC tries to improve its public image and rider experience after a year of public relations gaffes and service disruptions.
Incidents where riders snapped photos of TTC drivers using cell phones on the job generated tension between the transit service, riders and drivers.
Upfold was hired as the TTC's customer service officer last March. He previously worked for London's Underground transit system.
With a report from CTV's Michelle Dube
