What went wrong with TTC and Metrolinx during Game 7 of the World Series and How To Fix It?
By Sanjeev Wignarajah
There are two words in the sports realm uttered by fans in times like this: Game 7. It was the Los Angeles Dodgers versus the Toronto Blue Jays in a winner take all at home in the Rogers Centre. While the Blue Jays were in the lead. The Dodgers began chipping the lead and tying the game forcing it into extra innings, which led to heartbreak and anguish as the Dodgers won back-to-back World Series.
As thousands of fans head home in agony. They faced another obstacle… subway service ended at 1:30 a.m. Subways, GO Trains, and UP Express trains were at capacity. The same thousands were frustrated and took to social media to express their frustration.
The Tweet That Started It All
https://x.com/TTChelps/status/1984746546064142430
The TTC put out a Tweet after 6 p.m. before the decisive game started informing customers that subway service would end at 1:30 a.m. Both the TTC and Metrolinx also informed customers that they will add extra trains to accommodate more passengers. Thousands descended into Union Station and nearby streetcar routes as the game ended in extra innings of heartbreak past midnight. The heartbreak and frustration continued to spill inside the station.
Communication Errors
Given the unpredictability of Game 7 that night, the tweet was set in stone, which left riders in dismay. There are a million ways to theorize why both transit agencies could have done to ease the pain. The obvious one is extending service to 4 a.m. similar to New Year’s. Others would be the technical side of running subway service such as frequency, track conditions, etc. Another factor would be the timing of the matches given game 6 ended on schedule.
The lessons transit agencies can learn from is to monitor the situation and have a plan ahead of schedule. Whether it’s providing real time social media updates on X and Instagram, even on the transit’s website. As well as the possibility of extending service if there is a game 7 and the outcome of said game 7, even if it means all hands on deck from customer service representatives to signage posted on subway stations and nearby points of interest to the transit vicinity.
Best Practice In The Future
As Toronto gears up to host the World Cup next Summer. One city councillor, Josh Matlow (Ward 12 – Toronto – St. Paul’s) will address the matter at a TTC board meeting to ensure fans don’t get stranded trying to go home post-game. While communication is key to earn trust to the public, the actions of game 7 of the World Series won’t be repeated at the world’s biggest sporting event. It will be a coordinated effort between the event venue and transit agencies to ensure fans getting home safely.
Sanjeev Wignarajah is a freelance writer and photographer working with select clients and publications. He has a background in journalism and public relations from Centennial College.