The TTC Customer Service Advisory Board report was requested after relations between the TTC and some members of the public were becoming increasingly frayed.

Rider anger at the TTC and discourteous transit workers peaked last winter after pictures of a sleeping subway collector went viral on the Internet.

By then, transit riders were already irked by a New Year’s fare increase, token hoarding and a rush hour service outage on the Yonge subway last November.

TTC officials apologized for the lacklustre attitude of some employees and in March appointed hotelier Steve O’Brien, who manages the One King West Hotel in Toronto, to lead a review of the TTC’s customer service.

Along with nine other experts, ranging from WestJet executive Tyson Matheson to bus driver Robert Culling, the panel examined TTC practices and procedures ranging from its signage to its customer complaints process.

It also went out to talk to riders and employees across the transit system.

O’Brien has said repeatedly that the communications issues, both internal and external, identified by the panel, wouldn’t surprise most TTC riders.