Bitching about public transit could be a professional sport in this city, which means Chris Upfold—The Better Way’s first-ever chief customer service officer—has been a busy man since assuming office in May. Last week, Upfold faced the angry villagers at the inaugural TTC town hall meeting. We visited the Walkerton native to discuss fancy new streetcars, the infamous Vomit Comet and our mutual passion for Gwyneth Paltrow.
I’m sorry I’m late. I actually considered blaming my tardiness on the TTC, but decided against it.
That’s good, because I could have looked up your line and if you were lying I would know.
So you’re aware of all the TTC delays?
Not all, but I get a text update about anything that is significant. When my friends try to use it as an excuse I’ll just accuse them of lying anyway, which makes the guilty ones confess.
Last week, you hosted the first-ever TTC town hall meeting, which involved a pretty heated airing of grievances. Were people more or less fired up than you expected?
It was nice to hear from some people who came to say how much they like the TTC, but the majority of attendees were there to complain. It’s all the usual stuff, but people do get pretty worked up.
It can’t have helped matters that the meeting was held on the same day that the TTC announced cuts to bus and streetcar routes.
That definitely came up. It’s frustrating for me, too. We have more customers than ever—about half a billion riders a year. I can’t think of a business in the world that cuts service when things are going in the right direction, except for subsidized transit.
Do you think the typical TTC customer is more concerned with quality or quantity?
It’s mixed, and it depends on the day you ask them. You talk to customers and they’ll say, “I don’t care if it’s dirty or if the stations are well lit.” They may think they don’t, but I can guarantee you that they do. Those things make a huge difference to how safe you feel.
What is your own route to work?
I have two. I live at Bloor and Bathurst, so either I’ll take the Bloor/Danforth line across and then come up [to TTC headquarters at Davisville station], or I’ll take the Bathurst bus to St. Clair West and then come across on the streetcar. What’s your route?
I don’t commute, but I often take the Queen West streetcar, which can be a special kind of sardine hell at rush hour. I guess that won’t be improving any time soon.
We’re not losing streetcars during peak times, so it won’t get worse, but it’s not going to get better for now. You’ll have to wait for the new streetcars, which will start running around next September. They’re much bigger and roomier. It’ll make a big difference. They’re really not streetcars so much as modern, European-style trams.
Before moving back to Toronto last spring, you had a similar job at London Underground. How does the Red Rocket differ from the Tube?
Torontonians don’t realize how integrated our system is in terms of the subway, streetcars and buses. In most other cities you have to walk dozens or even hundreds of metres to move from one to the other. There’s also the flat fare here, which doesn’t exist in most cities.
Are Brits more or less rude than Torontonians in terms of your experience dealing with angry customers?
People often ask me that, but I don’t really see a difference between the two.
There seem to be a lot of complaints about rude TTC drivers, but I’m a lot more frustrated by my fellow passengers—people who listen to insanely loud music and teens who have X-rated conversations while some poor old granny is sitting right across from them…
Policing that kind of thing is pretty difficult. What it really comes down to is that the TTC is a microcosm of society and it’s one of those few public spaces where you’re in close contact.
So you’re saying I just have issues with my fellow man, then? What about hiring a staffer to patrol the vehicles and deal with badly behaved rocket riders?
It’s not that I don’t see why it’s frustrating, but if we had that kind of money, that’s not what we’d spend it on.
I also think you should consider putting barf bags on the Vomit Comet.
I don’t know what you’re talking about.
You know, the all-night Yonge Bus. People have been calling it that for years.
I’ve honestly never heard the term. I guess we should rename it. Maybe the “Puppies and Lavender Comet.”
What did you do on your last big night out?
I went to a TTC town hall meeting at City Hall.
No, I mean something fun.
I have a three-year-old son, so there aren’t a lot of big nights out right now.
What about a must-see TV show?
I’m really loving Breaking Bad. Let’s go with that. It makes me look at bit edgy.
Do you have a celebrity crush?
Name some celebrities.
Come on. Someone from TV or the movies maybe?
How about Gwyneth Paltrow?
I love Gwyneth.
Okay, I’ll go with that then. She can be our joint crush. Do you like her husband?
No, I find Chris Martin really irritating.
My wife went to her high school prom with Guy Berryman, who is the bass player in Coldplay. So you’re in the office of the guy who’s married to somebody who went to a prom 15 years ago with Gwyneth Paltrow’s husband’s bass player.
Who says the TTC isn’t glamorous?
LIGHTNING ROUND!
Bangers and mash or street meat?
Bangers and mash.
Bus or streetcar?
Streetcar.
Favourite holiday food?
Halloween candy.
Stones or Beatles?
Stones.
Dream holiday?
Buenos Aires.
Favourite Toronto ’hood?
Annex
Favourite British curse word?
Bollocks.
Hot or cold weather?
Cold.
