surfaced, new partnerships benefiting riders have been formed and customers have continued to provide
feedback on how the agency can better serve them.
standing by to assist riders. They provide information to passengers
about Metrolink schedules and special programs, help passengers
plan their Metrolink trips, assist with lost and found inquiries and just
about anything else that Metrolink passengers contact the agency
about. Metrolink has gone from receiving customer comments
and questions by phone, fax, mail and on board comment cards, to
receiving comments and questions through email and our online
comment form as well.
types of calls. They are required to ride Metrolink trains and visit stations once every quarter so they
can remain knowledgeable about the Metrolink system. Their training combined with their first-hand
Metrolink experience and dedication to the customer enables them to provide passengers the best
assistance possible.
the new commuter rail system. SCRRA member agency Metro initially provided ambassadors from its
agency to help with the startup of Metrolink. The ambassador program was only meant to be temporary
but ended up being a permanent program because of the demand for rider assistance.
schedules and ticket options, finding their way around the stations, etc. They also made rounds at select
Metrolink grade crossings to educate motorists and pedestrians about rail safety. In the event of major
train delays that required passengers to remain onboard a stopped train for a prolonged period of time,
ambassadors traveled to the train location to distribute water and snacks to passengers, give passengers
updated information about their commute and direct passengers to alternative transportation if necessary.