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Toronto’s experience as a FIFA World Cup host showcased the potential for public transit systems to enhance service and passenger satisfaction when prioritised effectively. During a recent meeting with city councillors, executives from the Toronto Transit Commission (TTC) shared insights gained from the tournament, aiming to inform future transit planning.
Insights from the Tournament
Mandeep Lali, the TTC’s chief executive officer, alongside several deputies, highlighted the organisation’s achievements throughout the World Cup, which took place from June 12 to June 26. According to Josh Colle, the TTC’s chief strategy and customer experience officer, media coverage was overwhelmingly positive, and the satisfaction rate among riders on four main transit routes to and from the stadium reached an impressive 92 per cent.
“The World Cup provided us with a unique platform to test our operational capabilities under extraordinary conditions,” remarked Fortunato Monaco, the interim chief operating officer of the TTC. He emphasised that the lessons learned during this period would be instrumental in preparing for future events, including the upcoming Toronto Caribbean Carnival and the Canadian National Exhibition.
Increased Ridership and Enhanced Services
In a noteworthy statistic, the TTC reported a remarkable 42 per cent increase in ridership on five key surface routes serving BMO Field—renamed Toronto Stadium for the tournament—compared to the previous year. This translated into 1.14 million trips during the World Cup, a significant rise from 802,000 in 2025. The TTC provided further insights into how services adapted and improved over the course of the tournament.
Cameron Penman, who leads the TTC’s Wheel-Trans service for individuals with disabilities, noted that during the tournament’s first match, it became evident that many visitors were unfamiliar with TTC branding and signage. To address this, the TTC quickly implemented new wayfinding signage and deployed staff to assist passengers.
By the second match day, on June 17, congestion at the Presto pay stations outside the stadium became apparent. In response, extra personnel were dispatched with handheld fare payment scanners to alleviate bottlenecks.
Operational Improvements and Real-Time Monitoring
Monaco pointed out that the introduction of express corridors as part of the RapidTO transit improvement plan significantly reduced average travel times during the tournament. However, he also noted that operational adjustments, such as reducing a lengthy pedestrian signal from 80 seconds to 40, played a critical role in minimising delays. “This experience taught us that small operational and signal changes can lead to substantial improvements in service delivery,” he stated.
Mina Papic, the TTC’s manager of climate and resilience, highlighted the challenges posed by extreme heat during the final match, which had the highest stakes and attracted a large following from the Portuguese community. The intense heat added strain on the TTC’s electrical infrastructure, prompting staff to monitor conditions closely and make necessary adjustments, such as reducing service on certain streetcar lines.
Innovations for the Future
Customer feedback during the World Cup indicated a strong approval for several innovations introduced, including new information displays at bus stops and updated screens on buses. Colle expressed optimism that these enhancements would become a standard part of the TTC experience moving forward. Monaco confirmed that the TTC is still analysing data from the World Cup and plans to present a comprehensive report to the Board in early 2027.
Why it Matters
The TTC’s successful navigation of the World Cup illustrates the importance of adaptability and proactive planning in transit systems, particularly during high-demand events. The insights gained not only promise to enhance future large-scale operations but also serve as a reminder of the significance of effective public transit in connecting communities and supporting local economies. As cities worldwide grapple with increasing demands on their transport networks, Toronto’s experience may well serve as a valuable case study in operational excellence.