The TTC failed to keep its customers in the loop after a series of subway delays left many of them stuck underground during rush hour Monday night, TTC Chair Karen Stintz says.

The delays arose as a result of reports of smoke at track level at Eglinton and Keele stations as well as a number of passenger assistance alarms being activated elsewhere.

One of the passenger assistance alarms was activated after an assault was reported on a train approaching Bloor-Yonge Station. According to police, three people were arrested as a result, but charges have not yet been filed.

A 24-minute delay was also reported at Dupont Station after one of the train's doors opened while the subway was in the tunnel at around 6 p.m. The subway had not yet pulled into the station at the time but was not in motion when the doors opened. No one was injured.

That incident is still under investigation; however TTC spokesperson Brad Ross previously told CP24 that a “crew error” was to blame.

“There were some events we couldn’t control and some we could, but certainly the issuing of information is a key component of managing those events and we didn’t do that very well,” Stintz told CP24 Tuesday afternoon. “Somebody always knows what the problem is and they should tell everyone else what the problem is. It’s just basic communication.”

Byford issues apology

On Tuesday afternoon TTC CEO Andy Byford posted a videotaped message on YouTube outlining the reasons for the delays and apologizing to customers for any inconvenience they incurred.

“Two weeks ago I launched the inaugural TTC customer charter, in which we made 31 commitments to improving service and the key to that is increased reliability and punctuality of service. Clearly we didn’t meet that objective last night,” he said. “I’m sorry for the delays and appreciate that it was a frustrating ride home.”

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