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Wrapup note from TransLink CEO Ian Jarvis’s ride on the system, Apr 4, 2011

As mentioned, last week TransLink CEO Ian Jarvis spent a morning on the system talking to customers and staff, just like our our COO, Doug Kelsey, did in March.

The idea behind the project is to bring our senior leaders and our customers together on the system, so that they can have face-to-face discussions about TransLink and the service we provide across the enterprise to our customers.

And as promised, here’s a wrapup note from his visit, drawn from the notes my colleagues provided about the trip!

Ian Jarvis, TransLink CEO, with two of our SkyTrain attendants!

Ian’s trip began with chatting with transit riders at Metrotown Station at 9:30 a.m. before heading out to Surrey Central Station where he transferred to a 321 to Newton Exchange. From Newton he travelled on the C75 to Scottsdale and then back to Scott Road on the 312, where he boarded the train and was back in the office for 11:30.

He was joined by Erin McConnell, manager of corporate communications, who tweeted about his progress, and Drew Snider, Public Information Officer, who passed out TravelSmart maps and Compass card goodies.

While on transit, Ian spoke to both passengers and operators – it was an opportunity to connect with and thank the frontline staff that help our customers every day. It was also a chance to surprise and delight customers, who aren’t expecting to chat with the CEO on their way to work or school.

Feedback from customers ranged from light rail rapid transit (both south of the Fraser and the UBC Line) to stroller challenges (like competing for the space with wheelchair and scooter users) and elevators. Questions were asked about the location of the Lost & Found office, frequency of service on various routes and fare evasion. Our customers sounded very happy with our transit service, and very appreciative of the handouts.

As well, about 47 tweets were received about Ian’s ridealong: many were retweets or comments about the ridealong, and there were also questions about the 502, the Compass card, and the next phase of the Surrey Rapid Transit consultation.

The next ridealong is planned for May with another of our executives — stay tuned!


  • By Ben K, April 15, 2011 @ 3:23 pm

    Once again, like I commented on the last article: this sort of announcement feels vaguely embarrassing.

    These types of interactions ought to be be routine, and not newsworthy. That Translink feels compelled to make an announcement each time a chief executive uses his own service and talks to people speaks to a larger problem.


  • By Shannon, April 22, 2011 @ 6:30 pm

    I did not see the CEO out there, but if I did I would tell him that I really like it when the transit security check fares on the bus because it makes it fair for those who pay and makes the bus driver not have to do it. I wish to see more fare checks on the bus by transit security.

  • By Bryn, April 25, 2011 @ 12:37 pm

    I’m fully with Ben’s comment above – it seems insane to me that TransLink Sr. Staff are not using the system daily (and no, I don’t mean driving on the MRN).

    After Translink’s CEO has to sit at some horrible transit exchange in the middle of nowhere in the rain for 30 mins with no bathroom, no coffee shop or anything to speak of in the way of amenities then we’ll talk about having a user’s perspective on the system.

  • By Eugene T.S. Wong, April 25, 2011 @ 6:42 pm

    @ Bryn

    Don’t forget the freezing wind, and having no hope of living in Vancouver, which means long travel times to go anywhere. A half hour drive in a comfortable car, will turn into 1.5 hours, including that 30 minute wait, plus walking.

    Don’t forget to remove to as many bus shelters as possible to ensure that their clothes become as saturated as possible.

Other Links to this Post

  1. The Buzzer blog » Wrap-up note from BCRTC president & general manager, Fred Cumming’s, ride on the system, July 5, 2011 — August 2, 2011 @ 3:04 pm

  2. The Buzzer blog » Ian Jarvis answers and replies to your questions and ideas — May 15, 2012 @ 5:38 pm

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