Customer Experience
Our customers are at the heart of everything we do at TransLink. We’re committed to understanding our customers’ needs, improving every step of the transit journey, and delivering on our Customer Promise.
2026-2030 Customer Experience Action Plan
Action Plan Highlights
Discover some of the exciting improvements underway to make your transit experience more reliable, convenient, safe, and comfortable.
Find more ways we’re making your experience on transit better on The Buzzer Blog.
Elevator and Escalator Upgrades
Multiple projects are underway to replace aging Expo Line elevators and Millennium Line escalators, so you can enjoy more spacious and modern facilities with reduced maintenance downtime and improved accessibility.
Bus Route Expansion
We’re investing in better bus service across Metro Vancouver. Through our 2025 Investment Plan, we’re boosting service on over 50 routes to help reduce overcrowding and launching 40 new or improved routes to bring more reliable service to more neighbourhoods.
Cleaning and Maintenance Text Line
We’ve expanded our Cleaning & Maintenance Text Line to reach more SkyTrain stations, bus loops, and exchanges, so you can easily report cleanliness issues and enjoy a cleaner, more comfortable trip.
HandyDART Customer-First Plan
Through this plan, we're delivering a full suite of service enhancements that reflect customer priorities, including increased service availability and flexibility, and more convenient, reliable trips.
Bus Rapid Transit (BRT)
We’re in the next design phase for BRT. With dedicated lanes and weather-protected stations, BRT will get you where you need to go faster and more comfortably.
Major Bikeway Network
We’re working with local governments to expand bike networks across the region, improving connections to transit hubs and creating a safer, more convenient multimodal system.
Core Priorities
Through surveys, customer insights, and research, we’ve updated the five key customer experience (CX) priorities that matter most to you.
These priorities guide our work, help us stay focused on what's most important, and inspire continuous improvement — from major programs to smaller, customer-focused enhancements.
Operational Reliability
To enhance a trusted transit service that customers can rely on for their daily routines and commitments.
Key Actions and Initiatives:
Bus health monitoring tools
Bus speed and reliability improvements
Elevator and escalator replacements
New events and disruption support processes
Fleet modernization
SkyTrain operational improvements
Transit Signal Priority (TSP) study
Communication
To optimize the delivery of clear, accurate, and timely information, throughout the customer’s entire journey.
Key Actions and Initiatives:
Canada Line communications improvements
Contact Centre transformation
Digital and web improvements
Real-time information enhancements
Voice of the Customer program
Wayfinding and signage
Frequency and Convenience
To continue providing service that meets the evolving needs of our customers — and fits seamlessly into their busy lives.
Key Actions and Initiatives:
Bus Rapid Transit (BRT) design
Bus service expansion
Compass modernization
HandyDART improvements
Major Bikeway Network
New RapidBus corridors
SkyTrain line extensions
Transit Oriented Developments
Safety and Security
To foster an environment where everyone feels safe and comfortable while traveling.
Key Actions and Initiatives:
Enterprise Integrated Security program
Fare compliance
Increased Transit Police and Transit Security visibility and presence
Safety and etiquette campaigns
Safe Spaces program
Transit Police Hub and sub offices
Comfort and Cleanliness
To elevate and maintain welcoming and inviting spaces that contribute to a pleasant and enjoyable journey.
Key Actions and Initiatives:
Bus customer amenities
Cleaning & Maintenance Text Line expansion
Commercial programs and amenities
Customer washrooms
Inclusive rider education
SeaBus terminal upgrades
SkyTrain station upgrades
Customer Champions
Gwen Hon
Fare Media Representative, TransLink (Compass Customer Care Team)
“Every single person we help is someone’s parent, friend, or kid — so I treat them the way I’d want my own family treated.” - Gwen
Gwen is a doer! Whatever the problem or issue, she can solve it by drawing on her vast experience, strong investigative abilities, resourcefulness, and out of the box thinking. She is motivated by her unyielding desire to help people, caring for customers from across the region, network, and organization.
Nick Misceo
Transit Operator, Coast Mountain Bus Company
“When I pick someone up, they’re like my family to me. I always think, what if that was me on this bus, needing to get to work? That’s how I treat every passenger.” - Nick
Nick is known for his consistently friendly demeanor and positive attitude. Whether he’s helping one of his passengers or connecting with fellow operators and operations staff around the depot, Nick is always, well ... Nick. He’s genuine, caring, and his innate sense of positivity and commitment to professionalism makes him a natural customer champion.
Tamara Chernenkoff Miller
Field Operations Duty Manager, British Columbia Rapid Transit Company (SkyTrain)
“The employee experience is directly connected to the customer experience. If we engage our staff and give them the tools and support they need, they’ll be ready to serve customers with confidence and care.” - Tamara
Tamara is a strong and highly valued leader, with a long track record of success across a wide range of roles. Her leadership style inspires others to flourish, and she’s navigated operational, union executive, and managerial environments with an impressive level of professionalism and integrity.
Constable Sunny Kainth
Community Engagement Team, Metro Vancouver Transit Police
“We do need our customers to feel like their needs are protected and when they are on the system that they feel safe.” - Sunny
Cst. Sunny Kainth is a highly respected leader amongst his peers who works tirelessly to build positive relationships between Transit Police and the diverse communities served by the transportation system. He’s an inspiration to all that know him. As a result of his exemplary work, he was recently nominated and awarded the inaugural Transit Police Sworn Officer of the Year Award.
Learn more about the role of Metro Vancouver Transit Police
Shane Meister
SeaBus Marine Attendant, Coast Mountain Bus Company
“You make a difference to people if you just smile and say hello.” - Shane
Shane is one of the most approachable people you’ll ever meet, with a natural sense of humour that puts everyone at ease. Not surprisingly, he is exceptional in creating connections with customers, but it’s how he responds and rises to critical moments that sets him apart. Shane’s genuine kindness coupled with his professionalism and composure in emergency situations has earned him numerous commendations, reflecting the high regard customers and colleagues have for his service.
Alicia Roberts
Transit Security Officer, Coast Mountain Bus Company
“A lot of people think our job is just about enforcement, but it’s not — it’s about helping people, de-escalating, and keeping everyone safe.” - Alicia
Alicia is a proactive and dedicated team member who brings exceptional professionalism and enthusiasm to her role. But what truly sets Alicia apart is the level of commitment she displays beyond her duties as a security officer, reflecting a genuine sense of responsibility and dedication to serving the public.
Learn more about the role of CMBC’s Security Services.
Jen Skoczen
Fare Media Representative, TransLink (Compass Customer Care Team)
“Sometimes customers just need someone to listen. A lot of times they’re frustrated, but once they feel heard and know you’re there to help, it changes everything.” - Jen
Jen has an amazing way with people. She instantly puts others at ease, and customers feel complete confidence in her ability to take care of them because she genuinely cares. Her attention to detail sets her apart, and when she sees someone that needs help, she takes the initiative, going above and beyond to make sure they get the support they need.
Other Customer Experience Initiatives
Bus Stop Lighting
Through the 2024 Open Call for Innovation, we are piloting solar-powered, push-button lighting at bus stops to improve safety and comfort for riders.
Learn more about the project on the TransLink Tomorrow page.
Voice of the Customer Program
We’re planning to launch a comprehensive “Voice of the Customer” program – an initiative to bring together feedback collected from across our enterprise channels to better understand customer sentiment on key priorities.
Surprise and Delight
A positive customer experience isn’t just about meeting expectations; it’s about exceeding them. By embracing curiosity and creativity, we're turning everyday trips into moments that surprise, delight, and bring a smile to our customers.
Public Art
TransLink’s Art and Culture Program features both permanent and temporary visual art, as well as performances and music.
Special Events
From concerts to sports games, large events are a chance to make the transit journey part of the experience.
See how we brought this to life for the Taylor Swift Eras Tour.
Community Transit Volunteers
Support customers and make a difference in your community by volunteering with the Community Transit Volunteer Program.
Share your Ideas
Your feedback matters! Whether it’s a small change or a big idea, we want to hear how we can make your transit experience better. Reach out to our Customer Experience team at cxideas@translink.ca.
Join the TransLink Listens Insights Panel
Be part of the conversation shaping Metro Vancouver’s transportation future. As a TransLink Listens Insights panelist, you’ll act as a consultant to help us evaluate previews of upcoming programs & projects with the chance to influence key decisions TransLink makes.
