COVID-19 FAQs

If the Ontario government ended the mandatory mask mandate on transit, why are masks still strongly recommended while on the TTC?

Safety is paramount to all we do. Throughout the pandemic, we have made decisions based on conversations with public health officials, while following all provincial mandates. We strongly recommend the continues use of masks, especially for unvaccinated or immunocompromised customers.  

Why are masks still mandatory for operators on Wheel-Trans vehicles and other TTC employees? 

As the province relaxes COVID safety measures, by making masks optional in the public, we as a workplace take the safety of our employees seriously.  By having our employees continue to wear masks in such settings it helps protect you and themselves; and it helps us keep our business operational. 

Will the TTC be providing a face mask to customers?

Complimentary disposable one-time use masks are available from TTC staff at all TTC stations. 

What if I don’t have a face mask, will I still be allowed to ride the TTC?

Yes. You will still be able to board a vehicle or enter a subway station.

Where can I get information and updates on the COVID-19?

Toronto Public Health is the best source of information.

Toronto Public Health Hotline Monday to Friday
8:30 a.m. – 4:30 p.m.
(closed on statutory holidays)

Translation is available in many languages.
Telephone: 416-338-7600
TTY: 416-392-0658
Email: PublicHealth@toronto.ca

Are TTC customers safe to travel on the TTC?

Yes. Customers are safe to ride the TTC. We ask that our customers and employees practice good hand hygiene and wear a mask in accordance with Toronto Public Health recommendations.

We also ask that customers and employees who feel sick to stay home. We continue to monitor the situation closely and are committed to updating our customers and employees with new information as it becomes available.

What is the TTC doing to help keep customers and employees safe? Especially when there may be a number of people on a vehicle at one time.

The TTC has been performing additional cleaning and disinfection of all public places with a focus on touch and grab points, such as buttons, railings, handles and straps.

• We have provided additional cleaning materials to our operators for their personal space.
• We continue to be in regular contact with the City and Toronto Public Health so we can take direction and provide our customers and employees with the most up-to-date information.
• We ask anyone who is feeling unwell to stay home.
• TTC Fare Inspectors will continue their important work.
• For the time being they will not issue tickets.
• Fare inspectors will be positioned near card readers to observe customers tapping for proof of payment. Where there is no tap, they will assess and educate about proper fare payment.
• For on-board trips, they will leave vehicles once there are 50 people on it and board another vehicle in order to maintain physical distancing.
• Masks are strongly recommended when travelling on the TTC. Masks will remain mandatory for customers and employees using Wheel-Trans.  

Is TTC coordinating with other transit agencies on safety measures?

We are in touch with other transit agencies and TPH regularly and as required.

What precautions are being taken to protect our Wheel-Trans operators who come into very close contact with customers?

A number of measures have been put in place since the onset of the pandemic to protect our Wheel-Trans operators who may be at increased risk of exposure due to their close contact with customers, and trips to and from healthcare facilities, these include:

Wheel-Trans operators are required to wear medical masks and have been provided with safety glasses and gloves to wear at their discretion during their shift.

Wheel-Trans buses that are out for service transport approximately 20 customers per shift with the majority of customers in mobility devices.

• Order of extra divisional wipe down which includes touchpoints.
• Office area extra supplies Oxivir Disinfecting Wipes for each work station and office area special clean.
• Operational procedures were issued to staff for dealing with a customer who self-discloses they have the virus.
• Mandatory health screening questionnaire must be completed by customers prior to trip booking.
• Contracted drivers continue to wear PPE’s including gloves.

Where can I go to get the latest updates on COVID-19 and recommended safety measures?

Please visit Toronto Public Health's website.

Are Wheel-Trans operators and contracted sedan taxis drivers accepting cash, TTC tickets or tokens again?

Yes Wheel-Trans operators and contracted sedan taxi drivers are accepting cash, TTC tickets or tokens. Customers can also still pay by PRESTO card or PRESTO Ticket.

Can I still visit the TTC’s Customer Service Centre at Davisville Station for help?

The Customer Service Centre at 1900 Yonge Street, above Davisville station has reopened. We strongly recommend that customers wear a face covering or mask if visiting the office. Only two customers will be permitted in the office at a time.
Hours of operation: Monday to Friday 8:30 a.m. - 4:30 p.m.

The following alternate service options remain available:

• PRESTO cards may be purchased at Fare Vending Machines at subway stations, Shoppers Drug Mart locations or online at prestocard.ca.
• For general TTC information, contact our Customer Information office by telephone seven days a week from 8 a.m. to 6 p.m. at 416-393-4636.
• To submit a complaint or compliment about the TTC, contact Customer Service by telephone seven days a week from 7 a.m. to 8 p.m. at 416-393-3030 or submit online.
• Photo ID Services are not available at this time.

If I lose something how do I find it? Is your Lost Articles office still open?

TTC Lost Articles is open to the public.

If you have lost something on the TTC, please call us between 12 p.m. and 5 p.m., Monday to Friday at 416-393-4100. If we have your item, please come and pick it up from our office at Bay Station between 8 a.m. - 5 p.m. Monday to Friday.

Only one customer is permitted into the vestibule of the Lost Articles Office at a time. Please line up outside the door and only enter if the vestibule is empty.

Is the TTC Photo ID Centre open?

Customers who require a TTC Post-Secondary Photo ID Card or a TTC Support Person Assistant Card can now visit our new, accessible Photo ID Office which has relocated to Bathurst Station on the concourse level. The Photo ID Office at Sherbourne Station has permanently closed.