Calgary Transit Ambassador program – one month in and already making a difference

Calgary Transit launched the Ambassador program one month ago and it is already providing an invaluable service to riders. The program is part of a new initiative to maintain visibility, build rapport, and support Transit customers with wayfinding or questions on trains and platforms.

Currently, Transit has 20 ambassadors working multiple shifts between 6:30 a.m. and 9 p.m. The ambassadors, who wear reflective vests, can be found at CTrain stations or riding the system.

“The ambassadors are already making a difference and are elevating our level of customer service by helping riders in getting to their destinations. We are seeing how the simple act of being visible and offering assistance has a positive impact on passengers,” says Sharon Fleming, Director of Calgary Transit.

In early January, ambassadors were instrumental in reporting medical issues or safety concerns to get appropriate help for customers in need. One such incident happened when a passenger experienced a seizure on a train. The train operator and ambassador worked together to safely escort the passenger off the train, contact our operations control centre to arrange further support, and wait with the passenger until help arrived.