No city's transit system is perfect. A network designed to move hundreds of thousands of people a day will never work flawlessly for all of them. But breakdowns and delays are one thing—alienating your passengers is another. And over the past month, the relationship between Torontonians and the TTC has reached a breaking point. The anger has been bubbling for years, but it came to a head earlier this week, when an unfortunate customer service representative answered an upset rider's question on Twitter. And got it wrong. The confusion the resulted became a symbol of everything wrong with the service's approach to the people who use it every day. GUEST: Ben Spurr, transportation reporter, Toronto Star