The head of the union that represents TTC workers says his members will “co-operate” with their employer in an effort to improve customer service on public transit in the GTA.

But in a statement issued Wednesday evening, Bob Kinnear also said the union’s TTC members have no say over most of the problems the beleaguered transit system is facing.

"Our front line members take the brunt of public dissatisfaction with service deficiencies even though we have absolutely no control over most of the problems in the system," Kinnear said.

"When fares go up, vehicles are uncomfortably crowded, service is disrupted, escalators are out of order and subway stations are dirty, passengers don't yell at management or the government, they yell at us because we're right there,” he added.

Kinnear then acknowledged “that individual front line employees can make a difference in customer perception.”

The TTC has been facing growing public disapproval in recent weeks. A new round of fare hikes took effect Jan. 3 and last week, a TTC rider posted a photo of a fare collector napping on the job. The photo quickly went viral and led to a public outcry.

The commission responded by launching an investigation into the incident.

Earlier on Wednesday, TTC chair Adam Giambrone held a press conference to respond to the recent bad publicity.

“We owe our riders an apology,” he said, adding that customer service must become a top priority for transit workers in the city.

“We have attempted to take some limited action over the past couple of years, and clearly, it has not been enough,” Giambrone said.

The TTC received 31,000 complaints in 2009, an increase of 15 per cent over the previous year. Nearly half of those complaints pertained to delays and impolite staff.

To deal with the problem, the commission says it will:

  • create a passenger bill of rights
  • install vending machines with which customers can purchase monthly passes
  • place information screens at subway entrances to advise passengers of delays
  • and create a text messaging service so riders can track busses and streetcars

With a report from CTV Toronto’s Chris Eby