The head of the TTC has written an open letter apologizing to customers for a number of delays during the morning rush hour.
The letter from TTC CEO Andy Byford comes on the heels of a five-hour service interruption at Lawrence Station due to flooding caused by a water main break as well as numerous streetcar delays brought about by a derailed streetcar that blocked the exit at one of the TTC’s storage yards early Monday morning.
“I fully understand the frustration multiple delays of this nature can cause, especially during morning rush hour. Getting information to you so you’re able to then make decisions about your travel is vital,” Byford writes in the letter. “More frequent and timelier information is key; and while we utilized our e-alert subscription service, Twitter feeds, platform video screens and public address announcements, we must do more.”
The letter, which was released Monday afternoon, outlines all of the issues that resulted in delays for riders and also lists several things the TTC is doing that could prevent a repeat incident, including the hiring of more station supervisors to help direct customers when unavoidable issues like the flooding at Lawrence Station do arise.
“Mornings like today are, thankfully, rare, but they do drive home the need for continued vigilance in an effort to meet and, indeed, exceed your expectations of us,” the letter states.
This isn’t the first time Byford has apologized to customers.
In fact back in July, the TTC CEO recorded a video message in which he personally apologized for a number of subway delays on the Yonge-University-Spadina line. He then visited Bloor-Yonge Station where he walked up and down the platform repeating his apology in person.
“I don’t want to keep saying sorry because ultimately that wears thin after a while but I do believe in personal accountability and I do believe that if we really give our customers a rough time we owe them both an explanation and an apology and that is what I have issued today,” Byford told CP24 Monday evening.
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