Frustrated Toronto transit riders who are left waiting could soon get their money back. In a move aimed at improving accountability and service, the Toronto Transit Commission is exploring a program to compensate passengers for significant delays.
Council Votes to Explore Rider Compensation
On Wednesday, December 19, 2025, Toronto City Council passed a motion directing the TTC Board to evaluate and consider implementing a refund policy for riders. The proposal, initially put forward by Councillor Brad Bradford, sought a full money-back guarantee for delayed service. While council amended the motion to a study phase, it marks a pivotal step toward holding the transit system to a higher standard.
During the council debate, Bradford emphasized the common and frustrating experience of commuters. "We've all had the experience when you go down into the subway, and then the subway's not running," he said. "People amass on the platform... You're looking around for an information update." He argued that when customers pay for a service, that service "ought to be delivered."
Following Precedents and Addressing Ridership Challenges
The push for refunds is not without precedent. Other major cities like London, Philadelphia, and Washington D.C. already have similar compensation schemes for commuters. Closer to home, GO Transit has also implemented a delay repayment policy, setting a benchmark for the region.
Bradford connected the proposal to the TTC's ongoing struggle to recover its pre-pandemic ridership. With two-thirds of its revenue coming from fares, attracting and retaining riders is financially critical. "Fair box revenue is really important. So we need to get people back to transit," he stated, suggesting that a guarantee of service could be a key incentive.
Growing Pressure for Transit Accountability
The council's decision comes amid mounting rider dissatisfaction, particularly concerning delays on the newly opened light rapid transit line in the city's north end. Public scrutiny of TTC performance is also being amplified by tools like TTC Delay Insights, a website launched by Toronto engineer Asha Asvathaman. The site analyzes TTC data to identify patterns and highlight chronic delay hotspots, giving commuters clearer insight into system performance.
While the final structure of a potential refund program—including the confirmed 15-minute delay threshold—remains to be determined by the TTC Board, the message from City Council is clear: transit users deserve reliable service, and the commission must explore all options to ensure it.
