Showing Respect for Transit Customers: Implementing a Toronto Transit Commission Money-Back Guarantee - by Councillor Brad Bradford, seconded by Councillor Vincent Crisanti

The Public Gallery wrote no story on this item. What follows is the city’s own record of what happened to it, as filed: nothing on this page is summarised or scored by us.

The decision

2025-12-16 · Toronto City Council · amended

As filed

City Council on December 16 and 17, 2025, adopted the following: 1. City Council request the Toronto Transit Commission board to evaluate and consider, as part of the development of the new Ridership Growth Strategy, the feasibility of implementing a money-back guarantee to issue refunds for any customer who experiences a delay on their trip of fifteen (15) minutes or more from expected on-time performance.

The vote

Adopt Item as Amended · Carried, 19-4

For (19)Alejandra Bravo, Amber Morley, Ausma Malik, Chris Moise, Dianne Saxe, Frances Nunziata, Gord Perks, Jamaal Myers, Josh Matlow, Lily Cheng, Michael Thompson, Neethan Shan, Nick Mantas, Olivia Chow, Parthi Kandavel, Paul Ainslie, Paula Fletcher, Stephen Holyday, Vincent Crisanti

Against (4)Anthony Perruzza, Brad Bradford, James Pasternak, Jon Burnside

Absent (2)Rachel Chernos Lin, Shelley Carroll

Conflict declared (1)Mike Colle

The whole record, all 26 members

Every name opens that member’s record.

On the agenda

As the city filed it

In Toronto, transit users are accustomed to delays and unreliable service extending the length of their trip. Many customers budget an extra 20 or 30 minutes on their trip to allow for these regular disruptions. This kind of service performance is unacceptable. Riders are willing to pay for good service, but they should not be expected to bear the costs of arriving late to work, appointments and important events. Implementing a refund system would demonstrate that both the Toronto Transit Commission and City Council respect customers' time and money.

Show the rest of As the city filed it, 659 more characters as filed

This accountability is critically needed now, as evidenced by the delays and slow service on the new Line 6 Finch West LRT. To encourage transit use, the system must be fast, convenient, and reliable, not slower than the alternatives. By adopting a money-back refund model that is successfully used in London, Singapore, Washington D.C., and here in Ontario by GO Transit, the City can win back riders by demonstrating that it values their time and money. This approach would incentivize the Toronto Transit Commission to improve performance standards and ensure transit becomes a fast, reliable alternative that is the preferred option for more Torontonians.

Staff recommended

Councillor Brad Bradford, seconded by Councillor Vincent Crisanti, recommends that: 1. City Council request the Toronto Transit Commission board to implement a money-back guarantee to issue refunds for any customer who experiences a delay on their trip of fifteen (15) minutes or more from expected on-time performance.

On the record

The item as the City filed it

More from this meeting

The whole meeting