The sheer volume of complaints about Toronto’s transit system prompted the TTC to hire private consultants to help improve customer service.

The TTC logged about 31,000 complaints between January and November 2009, which is an increase of about 15 per cent from the previous year. The recent fare increase is being fingered as the cause for the surge.

Delays on buses and streetcars, discourtesy, token restrictions, the fare increase and broken down vehicles affecting service were among the top five beefs riders voiced against “The Better Way”.

It’s not known who will sit on the panel that will advise the TTC on how to better serve its customers, but a report suggests at least one is a representative from the airline industry.

Consultants are expected to review the system’s customer service training among other things, including customer interaction, technology and complaints. This panel’s guidance is expected to cost the TTC tens of thousands of dollars.