A clean and safe environment makes a big difference in your transit experience. One of the key priorities in our 2022–2027 Customer Experience Action Plan is to create a more pleasant journey all riders. We’re making it easier than ever for you to help us keep our SkyTrain stations in top shape.

(Re)introducing the Cleaning and Maintenance Text Line

Have you ever noticed something at a SkyTrain station that could use a little cleaning or fixing? You can report it quickly and easily using your phone. Our Cleaning and Maintenance Text Line lets you send a message directly to our team by scanning a QR code posted around select stations.

We expanded the initiative, which started in fall 2023, to five busy Expo Line stations in fall 2024: Commercial–Broadway, Main Street–Science World, Metrotown, Surrey Central, and King George.

These stations were chosen based on customer feedback and high traffic volumes. Since then, over 180 issues have been reported and resolved, and the QR codes have been scanned more than 1,500 times!

Expanding to more stations this fall

The Cleaning and Maintenance Text Line is expanding to 10 more SkyTrain stations in two phases:

• October 8: Waterfront, Burrard, Granville, Stadium–Chinatown, and Joyce–Collingwood
• Early December: New Westminster, Scott Road, Lougheed Town Centre, Gateway, and Brentwood Town Centre

That brings the total to 15 stations where you can help us keep things clean and safe with just a few taps on your phone.

How it works

• Spot an issue: maybe a spill, excess litter, or something that needs fixing.
• Scan the QR code: on posters or decals around the station.
• Send a quick text: the system will guide you through it.
• We take it from there: your message goes to a SkyTrain Supervisor, who coordinates with our cleaning team to get it resolved.

During regular hours, we aim to respond within minutes, and most issues are cleaned up within a few hours. Response time to address the issue may vary depending on the severity of the issue and staff availability at the time it’s received.

Why it matters

This initiative is part of our commitment to improving the “moments that matter” in your transit journey. It’s one of 40 customer experience improvements outlined in our action plan, and it reflects our dedication to listening to your feedback and acting on it.

So next time you’re at a participating station and see something that needs attention, don’t hesitate! Scan, text, and help us keep your transit experience clean, safe, and welcoming, for yourself and others.