I have been on the job now for about 6 months and sometimes find myself asking some if these questions still. Don't get me wrong I love the job. I really do. But I run into other operators who have been on the job a long time who just seem very tainted and angry. I have boiled it down to 2 basic possibilities, that person has always been that way or the job has gotten to them over time. There are still quite a few operators who have been here a long time that are just a pleasure to be around, so I'm going with option 1, the grumpy drivers have always been that way. The TTC probably was hiring on completely different criteria back then and found it didn't work, which is why they have switched to the more customer service oriented hire.
I could be wrong. And if I am there are plenty of jobs within the TTC to switch to if I am.