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TTC announces customer-service advisory panelists

Steve O’Brien, the chair of the TTC’s advisory panel on customer service, announced today, Tuesday, March 2, the members of the panel that will join him to review customer service at the TTC and make recommendations on how to improve it.

The panelists are:

  • Matthew Blackett, the publisher and founder of Spacing magazine.
  • Robert Culling a professional transit operator for the TTC.
  • Yves Devin the chief executive officer of the Société de Transport de Montréal (STM) since 2006.
  • Tyson Matheson, WestJet’s vice president of People Relations and Culture.
  • Dr. Roy Morley, professor of marketing in the Ted Rogers School of Management at Ryerson University.
  • Sue Motahedin of TELUS Communications Inc.’s Loyalty and Retention Department.
  • Krisna Saravanamuttu, a fourth-year criminology major at York University and the president of the York Federation of Students.
  • Kripa Sekhar, the executive director of the South Asian Women’s Centre.
  • Julie Tyios, the chief executive officer of Red Juice Media, an online marketing firm.

Among the the panel’s first tasks are:

  • reviewing how the TTC trains operators, collectors and other frontline employees;
  • reviewing the process that members of the public can use to commend or complain about TTC employees;
  • reviewing how the TTC selects and hires frontline employees;
  • introducing a customer bill of rights to include employee and passenger expectations;
  • reviewing current TTC plans to address customer service;
  • conducting consultations, meetings or focus groups with members of the public;
  • conducting consultations, meetings or focus groups with TTC employees;
  • writing a public report about the panel’s recommendations; and
  • advising the TTC about the expertise or resources it needs to achieve success — such as external consultants or organizational changes — that could include transit commissioners, TTC management, and private citizens to address specific areas of interest.

The Toronto Transit Commission expects the panel’s final report at the end of June.

The public can provide immediate feedback to the customer service advisory panel by e-mailing