It was a single incident that temporarily sowed confusion about TTC fare rules.

But online outcry over contradictory messages the TTC posted this weekend about its two-hour transfer policy marks only the latest incident that, along with pushback over annual fare increases, subway service meltdowns, and a crackdown on customers who don’t pay, has some transit watchers warning TTC riders’ frustration with the organization is reaching a breaking point.

“What blew up is about confusion around (the two-hour transfer), but it’s clearly about more than that,” said Tricia Wood, a professor at York University’s department of geography.

The online uproar began after a series of tweets from rider Pedro Marques regarding the TTC’s two-hour fare policy, which is supposed to allow riders unlimited travel during a two-hour period.

Marques, a 40-year-old writer and photographer, said he tapped his Presto card at Yorkdale subway station Friday to head to his home at King Street West and Spadina Avenue, but stopped on the way to pick up groceries. When he got back on the 510 Spadina streetcar a fare inspector approached him, scanned his Presto card and told him he had four minutes left.

Marques says he understood the remark to mean it had been almost two hours since he first tapped his Presto card, and he would risk a fine if he didn’t leave the vehicle or pay again in four minutes.

Marques tweeted about his confusion, and employees at the TTC’s customer service department responded with a series of contradictory tweets, one of which wrongly suggested riders had to pay again immediately once the two-hour window expired.

Hundreds of people responded to the posts, some angrily pointing out the Presto system gives no warning when the two-hour window is about to end, meaning riders would have no clear way of knowing when they needed to pay again.

On Sunday, the TTC clarified on Twitter that it had posted incorrect information, and agency policy is that riders can finish their journey once the two-hour period expires. They only have to pay again if they board another vehicle.

TTC riders already had reason to be in a bad mood this past weekend — on Sunday the agency introduced its latest fare increase, the ninth since 2009.

But confusion about the rules also came as the TTC is in the midst of a controversial system-wide ad campaign warning riders of the need to pay their fare, and as the agency plans to deploy dozens more enforcement officers. The set fine for not paying the $3.20 fare is up to $425, several times the penalty for other offences like parking violations.

“It’s bad that they are telling us to obey the rules, and they don’t even know what (the rules) are,” Marques said.

“I think people have just had enough.”

TTC spokesperson Stuart Green called this past weekend’s episode “an unfortunate series of events.”

“This customer had a negative experience that they should not have had. We have apologized for the inconvenience and confusion,” he said, adding that Monday morning the agency began issuing “extensive reminders” to its staff about correct fare policy.

Wood, the York professor, said frustration with the TTC appears to be growing. She hypothesized riders’ resentment has been fuelled by several recent factors, including faulty Presto equipment that can make it difficult for riders to pay, a loophole that has allowed widespread abuse of child fare cards, two subway derailments in the first months of the year, and allegations of misconduct and racial profiling against fare inspectors.

But Wood said it’s the anti-fare evasion campaign that appears to have been the “last straw” for many. It consists of what she described as “aggressive and omnipresent” messaging in the form of subway posters, station announcements, and streetcar wraps that carry messages like “there’s no excuse not to pay your fare.”

She said she’s astonished the TTC didn’t precede the ad blitz with a more positive campaign educating riders about the fare rules and how to pay.

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“It says there is no excuse for not paying your fare. And the reality of course is there are lots of excuses for not paying your fare,” including not being certain about the rules, Presto readers not working, or not being able to reach a fare device on a crowded vehicle.

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The TTC has said the campaign and the additional enforcement officers are necessary. According to a recent internal audit, the agency lost more than $70 million in revenue from fare evasion last year. The city subsidy the TTC receives is much lower than that of other North American transit agencies when measured per rider, which means the organization relies on fare revenue for about two-thirds of its $2-billion operating budget.

Frustration with the TTC has led to some deliberate acts of resistance. In one online forum with more than 2,300 members, transit users warn each other of the location of inspectors so that fare dodgers can avoid getting caught.

Herman Rosenfeld, a spokesperson for the Free Transit Toronto group that advocates for the abolition of TTC fares, said he’s been involved in the free transit movement for about seven years. But it’s only recently gained traction in Toronto.

He said that could partly be down to growing concern about climate change and the need to make transit more accessible. But he argued TTC fare policies many consider unfair coupled with service perceived as unreliable “breeds cynicism.”

“People say, why should I pay for this?” said Rosenfeld.

Councillor Brad Bradford (Ward 19, Beaches-East York), who sits on the TTC board, said criticism the agency faced over its two-hour transfer messaging is valid.

But he said the argument that the TTC’s anti-fare evasion campaign unduly targets customers is unfair. He asserted that for its part the agency is doing everything it can to ensure the fare collection system functions properly, including the sometimes difficult work of co-ordinating with Metrolinx, the provincial transit agency that owns Presto.

He also defended TTC CEO Rick Leary, who has come under scrutiny for eschewing the public-facing approach his predecessor Andy Byford took when responding to crises in favour of a more behind-the-scenes role.

“I think the TTC needs to do a better job communicating, period, full stop, top to bottom,” Bradford said.

“But I would also acknowledge and say that from my experience Rick is present, he is out there, I see him at the stations, he responds when there are issues by putting boots on the ground and being there himself.”

Green, the TTC spokesperson, didn’t respond directly when asked whether the agency’s relationship with riders is at a low point. But he stated that through “modest fare increases over the last several years” the TTC has been able to provide “more frequent and reliable service across all modes,” and has fought to secure funding to address the yawning infrastructure repair backlog that leads to service breakdowns.

He also noted customer satisfaction surveys “have shown steady increases” in recent years.

“However, there’s always more we can do,” he said.

Ben Spurr is a Toronto-based reporter covering transportation. Reach him by email at bspurr@thestar.ca or follow him on Twitter: @BenSpurr

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