Anger brought them together.

But when the TTC's union met face-to-face with riders at a town hall Sunday, there were few signs of the animosity that badly strained riders' relationship with frontline transit workers a couple of months back.

The first of three meetings organized by the transit workers' union proved that “the frustration we've been hearing about over the last few months isn't necessarily directed only at the frontline employees,” said Bob Kinnear, president of Local 113 of the Amalgamated Transit Union.

“Yes there have been disappointing incidences, which the union does not condone in any way. But I think there's been some clarity that it's the underlying issues with service and lack thereof that more important issues,” he said.

The meetings were organized when anger at transit workers boiled over earlier this year. Already annoyed by a fare hike and token shortages, riders were outraged by published photos of a sleeping subway collector and video of a bus driver taking an unauthorized coffee break.

The 480-seat auditorium at Downsview Secondary School was more than half full as riders waited turns at the microphone to ask about why buses and streetcars don't arrive on schedule and why, after a long wait, they turn up in bunches.

They wanted to know:

• Who ordered new buses with a step up to the back so that strollers block access to the rear?

• Why doesn't the TTC order people to take off bulky backpacks?

• Why don't fare vending machines work?

• And why do buses seem to pull away when drivers can see someone running toward them?

The union spokespeople on the panel moderated by talk radio host John Tory, were apologetic.

The normally defiant Kinnear, who had earlier this year warned riders against abusing drivers and threatening to take transit workers' pictures, acknowledged that his members had a role to play in the customer service crisis.

He started the meeting by recalling his own frustration as a subway collector when a rider seeking directions couldn't understand what he was being told through the speaker.

Kinnear said he opened the door to his booth and pointed to a sign.

“Can't you read?” he asked the rider.

Kinnear said he's never forgotten the customer's apology because he couldn't read.

“We can take some responsibility for the dissatisfaction of frontline customer service,” he conceded.

“Operators do slack off a lot,” driver John Bethune told the audience, later stressing, “I didn't say anything that wasn't true.”

“TTC management need to go back to train us so we can do the job properly,” panelist and driver Anthony Wallace said after the meeting. “We need to make sure we serve the public to the best of our ability.”

While riders praised the union for organizing the meeting, several said they were frustrated because TTC management wasn't allowed to respond to many of the broader queries.

“It would have been a more productive meeting,” said Wilson bus rider Claudette Passby.

Loading... Loading... Loading... Loading... Loading... Loading...

“The union leader is good at taking responsibility. But the union leader is not the one who should be up on the stage,” she said.

“I was looking for more about why more funding is not put into (the TTC), and why we don't have a better fare system,” said Carrie McLean, whose brother is a TTC worker.

She says the TTC's old-fashioned fare system should be replaced by the kind of smartcards available on other major transit systems such as London and Hong Kong.

“It was a waste of time for me to come. Management should have been up there because there's a big problem,” said McLean.

But Tory Moote, who attended the town hall with two friends from York University, said the threesome plan to go to the other meetings scheduled in the coming weeks because they want to hear more discussion of broader issues such as transit funding.

“We're angry and we want to ride the TTC. We don't want to drive,” said Alex, who didn't want her last name used. “These are all on the periphery of what's going on. Where's our money going? Why are a third of TTC employees being paid over $100,000?”

Senior TTC officials were on hand, however, to listen to rider comments.

The information will be considered along with other customer service initiatives underway at the TTC, including an expert panel that will be making recommendations for improvements in June, said chief general manager Gary Webster.

The public will have an opportunity to ask managers questions later, said Giambrone.

“What's exciting is you're beginning that dialogue,” he said. “It was frustrating for me because there were some answers I was wanting to give and talk about. There's some questions that might be better answered by TTC management and the commission. The customer service panel will be making an announcement over the coming weeks about their own customer engagement.”

But those events will not be in competition with the union-sponsored meetings, he said.

Prior to Sunday's event Kinnear said that he didn't know how many people to expect. The cafeteria next to the auditorium had been opened up with fruit and beverages prepared for those who might have to watch the meeting on monitors. But in the end, only a few TTC workers sat and watched there and the refreshments were packed away.

The session did, however, run overtime, with Tory allowing questions to continue for more than 30 minutes after a cable broadcast was scheduled to end.

Another town hall takes place on Sunday in Scarborough and in May 2 at Ryerson University. Information and other queries and comments can be directed to the union's website at wemovetoronto.ca.