Readers explain why ridership is slowing at the TTC

Disgruntled commuters blame everything from declining service to fare evasion to the millennials’ tendency to bike or walk to work.

Thestar.com
June 13, 2016
By Royson James

Everybody, it seems, has a plausible explanation for the dip in TTC ridership.

“Plausible” might be stretching it, but readers continue to deluge my inbox with their take on why Toronto’s transit system is now expected to net some $30 million less than budgeted this year.

CEO Andy Byford and TTC chair Josh Colle should be concerned. It appears that despite an intentional and publicized crusade to improve customer service at the country’s busiest transit system, many users just plain hate the experience.

“Slow growth is because the service stinks,” writes Markus, bluntly.

Disruptive, trip-delaying ongoing maintenance hasn’t helped.

“I can tell the TTC why the subway ridership is down,” another reader offers. “It used to take 20 minutes from Sheppard to Union. It now takes close to an hour. If I wasn’t retiring in the next few years I would move to the GO Train route.”

Sal says he has been “riding the TTC for the last 20 years and have seen a slow but steady decline in service, cleanliness and customer service on the TTC. In my humble opinion, this is the reason why there is a lag in ridership.”

Besides, a subway that doesn’t open till 8 a.m. Sunday mornings “is not world-class.”

“Do you ever take the subway?” another asks. “Do you enjoy watching people chowing down on Swiss Chalet chicken and ribs six inches from your face during rush hour?”

Rob says the reason is obvious. “Few jobs. It is that simple. What jobs there are, pay incredibly minimal.”

Kristine Hubbard of Beck Taxi forwarded an online Harris poll conducted last September for Beck. It says 25 per cent of customers who use UberX and public transit say they will reduce their use of public transit over the next six months.

“Toronto’s transit champions should ask themselves what we need to do to protect the future of public transit,” said Hubbard.

“What will happen when Uber decides to provide cheaper transit services on popular TTC routes?”

Customer JB has another beef.

“It would be nice if the very least the TTC could do is ensure a comfortable ride on its buses. Why have air-conditioned vehicles with windows open on sweltering, hot days? I have been trying for several years now to get this problem addressed.”

At least he keeps coming back for more.

Victor says demographics are working against the TTC. Boomers are passing on and Gen-Xers and millennials are looking at alternatives to the dreaded commute. They live closer to work, bike, walk and telecommute.

The most frequent complaint from readers - passionately and patiently presented, with examples galore - is lax fare enforcement across the system, not just on routes that now allow all-door boardings, with spot checks.

“It’s a free-ride setup for anyone who wants it to be.”

Several TTC operators related their experiences. Management discourages them from confronting fare cheats, the drivers say. And they can see lost revenues flowing out the window on every trip. As one puts it:

“Everyone loves a good mystery. This is not one of them. In-house company directives stating that supervisory staff will no longer acknowledge or support their operators with regards to fare disputes, mean that the operator is to keep the wheels moving. Your transfer is eight hours old? Please, be seated. You only have a dollar or nothing at all? Welcome aboard!”

Operators say the latest “fare scam” is the “12 and under ride free.”

“My bus fills at all hours with ‘12’ year olds sporting fine breasts and moustaches. No ID required, and, of course, no challenge of the ‘children’ is permitted. The usual suspects apply here as well: all-door boarding and open stations mean people can stroll into the system with very little chance of being apprehended.”

Frank mentions counterfeit monthly passes, tickets and tokens.

In contrast, not surprisingly, one reader berates the TTC for accosting a passenger over fare payment on the King streetcar. The passenger looked like she may not have eaten a meal in some time, Florence grouses.

“How on Earth are destitute, poor and working-class women and men, and their families, supposed to afford ghastly TTC fares?” Florence asks.

How on Earth is Andy Byford going to pinpoint the reason for lost riders when he reports next month?