How TransLink is improving customer service over the next 5 years

How TransLink is improving customer service over the next 5 years

image of a woman getting on a bus with a bus operator smiling at her

TransLink’s new Customer Experience Action Plan includes 40 major projects and initiatives to better serve the changing needs of customers over the next five years. The plan outlines five key priority areas to provide customers with a more exceptional experience on transit. These priority areas include making transit more personalized, easier to use, more reliable, safer, and more climate friendly.

We know the pandemic has changed the way and the reasons why people use transit. With our customers at the heart of everything we do, here are some of the highlights we’re bringing you over the next five years:

  • Exploring options for adding more washrooms on the system and improving amenities at bus stops and exchanges, including additional lighting, all-weather shelters, seating, and accessibility.
  • More contactless payment options and a modernized Compass system, allowing more personalization.
  • More real-time information on our system, our website, and throughout smartphone alerts, plus more multi-lingual signage.
  • Improving the speed and reliability of our buses by advancing bus stop balancing and introducing new RapidBus routes.
  • Offering special seasonal bus services to accommodate travel to regional parks, beaches, and other popular destinations.
  • Easier booking for HandyDART customers.
  • Implementing our Climate Action Strategy to advance a zero-emission bus fleet.

TransLink worker helping visually impaired customer with guide dog at transit station.

Every day, TransLink serves 300,000 customers across Metro Vancouver, but we do more than just getting you from point A to B. Together, we’re collectively tackling climate change, delivering exceptional experiences, and constantly evolving to suit your personalized needs. We will continue to ensure your feedback guides every decision we make.

To share any ideas on how you think we can improve the customer experience send us an email.