The TTC says it "simply failed" earlier this week when a lost child turned to a streetcar driver for help.
Eight-year-old Josh Parker was riding the Queen Street streetcar with eight other students and one adult on Monday when he and a friend somehow got separated from the group.
"I just totally panicked. I stood up and was, like, whoa, I’m lost," he told CBC News.
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Josh did what he’d been taught at home and at school — find "the big authority person" — and ask for help. He told the streetcar driver he was lost and needed to call 911.
The driver allegedly refused to help.
"He was, like, ‘Sorry kid I can’t stop the streetcar. Ask to borrow someone else's phone,’" said Josh.
He did and called his mom. She asked Josh to put the driver on but he refused again.
Josh notes that “kind of upset” his mother.
"The idea … that I’m sitting home at home, beside myself, and he’s not even willing to tell me where my kid is — it’s unbelievable," said Maryellen Boyes.
"It was such a traumatic situation … that your kid is somewhere and you can’t get to him," she added.
Josh and his friend were eventually picked up by his dad. Both made it home safe.
The TTC requires drivers to call in lost children and hold the vehicle until they are claimed or met by police.
Spokesman Brad Ross said Friday that, following an investigation, the TTC concluded its expectations were not met in this situation. He said the TTC has taken disciplinary action against the driver, but did not give details. He also said the TTC will apologize to Josh's parents.
He said in this instance, "the TTC simply failed."