Transit users complain about - and compliment - the TTC at town hall meeting at Toronto City Hall

About 150 people had the opportunity to liaise with TTC staff one-on-one prior to the two-hour meeting and then a steady stream of people approached one of two microphones set up to share their concerns and compliments about the state of transit service.

Eddie Ho addressed the panel of TTC decision-makers, including chair Maria Augimeri and CEO Andy Byford, twice during the evening. One of his concerns dealt with traffic signals along Spadina which he said were needlessly delaying the two new streetcars currently in service.

A Scarborough woman who did not give her name said she couldn’t understand why it can take as much as an hour for her to travel by bus just five kilometres from her home to work.

"I find using the TTC makes it very difficult for me to get back and forth from work, particularly on evenings and weekends," said the woman.

Other participants made comments about poor bus service, the lack of transit announcements and the continuing tendency of some TTC bus drivers to halt their vehicles full of riders mid-shift to grab a coffee.

There were also some compliments paid, such as praise for the new streetcars and the new Yonge line subway platform at Union Station.

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• Dec 31, 1969
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Those not in attendance shared their thoughts via social media using the Twitter hastag #TTCtownhall.

The TTC’s chief customer service officer said "new and innovative methods" have resulted in significant improvements to 512 St. Clair streetcar and 29 Dufferin bus service.

Chris Upfold didn’t specify what exactly has enabled the transit commission to vastly improve service on the routes, but he did present graphs indicating demonstrable improvements along the routes when it comes to vehicle "bunching" and short-turns over the last six weeks. And he said riders are noticing the better service.

"I promise you the feedback we’re getting from customers shows we are on the right path to improving service," Upfold said. "This is basic proof the 512 can run well, that we can solve this problem of bunching and gapping by trying new and innovative things and methods."

In addition to improved service on both the 512 and 29, two of the city’s busiest transit routes, Upfold presented a long list of improvements the TTC has introduced over the course of the year, from new employee uniforms to new infrastructure like modern and larger streetcars along the 510 Spadina route.

"Since last year we’ve made changes because of direct feedback from customers. That’s how companies get better," Upfold said.

Byford said the TTC continues to experience a "triple whammy" of low-government subsidies – the lowest operating subsidy of any North American transit agency – combined with aging infrastructure and a record level of ridership nearing 540 million transit trips annually.

"Those aren’t excuses, they’re facts. The system is under greater strain than ever," he said.