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How Toronto's transit system made its riders the enemy

Commuters jam subway cars and the platform at Museum Station in Toronto on Jan. 24, 2019. THE CANADIAN PRESS/Graeme Roy

In today’s Big Story podcast, no city’s transit system is perfect. A network designed to move hundreds of thousands of people a day will never work flawlessly for all of them. But breakdowns and delays are one thing — alienating your passengers is another. And over the past month, the relationship between Torontonians and the TTC has reached a breaking point.

The anger has been bubbling for years, but it came to a head earlier this week, when an unfortunate customer service representative answered an upset rider’s question on Twitter. And got it wrong. The confusion the resulted became a symbol of everything wrong with the service’s approach to the people who use it every day.

GUEST: Ben Spurr, transportation reporter, Toronto Star

You can subscribe to The Big Story podcast on Apple Podcasts, Google and Spotify.

You can also find it at thebigstorypodcast.ca.

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