We’re always looking for ways to improve your commute, and one of the key ways we’re able to do this is by listening to you!

Our new 2026–2030 Customer Experience Action Plan is a result of listening to our customers and employees. Through market research, conversations, and even looking at what other industries do best, we discovered something interesting: people use transit for all kinds of reasons.

We’ve built this plan through extensive research, drawing on feedback from over 1,000 customers, insights from transit staff and key business stakeholders, and a review of best practices across the industry.

Based on everything we’ve learned, we’ve mapped out five big priorities for the next five years to make transit even better.

Our five priorities for the next five years

Here’s what we’re focusing on:

• Operational reliability – making sure we get you where you need to go, when we say we will
• Communication – ensuring customers know what they need to navigate the system
• Frequency and convenience – getting you where you need to go on time or quicker
• Safety and security – making sure you feel safe and seen, at all times
• Comfort and cleanliness – making sure you enjoy your transit trip with a clean and tidy vehicle

TransLink’s new five-year plan includes 34 actions inspired by your feedback, designed to make transit more reliable, more convenient, and more comfortable for everyone. Some of these initiatives include:

• Bus Rapid Transit (BRT) – We’re moving into the next phase of design for three new BRT corridors: Metrotown–North Shore, Langley–Haney Place, and King George Boulevard. These BRT routes will bring fast, frequent, and reliable service with dedicated bus lanes, priority signals at intersections, and weather-protected stations.
• SeaBus Terminal Upgrades – We’re modernizing SeaBus terminals to make your trip smoother, more comfortable, and more convenient.
• Major Bikeway Network – We’re expanding the region’s cycling network to connect more transit hubs and key destinations.
• Elevator and Escalator Upgrades – We’re replacing aging elevators and escalators to make stations more accessible and modern.
• Real-Time Information Improvements – We’re improving real-time transit information by boosting the speed and accuracy of service alerts.
• Cleaning and Maintenance Text Line Expansion – We’re expanding the line to cover more SkyTrain stations and select bus exchanges.
• Safe Spaces Program – We’re making transit hubs safer with brighter lighting and welcoming spaces for everyone.

What is the Customer Experience Action Plan?

The Customer Experience Action Plan is an outline of how we’re improving the customer experience over the course of five years. Our new plan sets out our priorities for improving the customer experience from 2026 to 2030.

Our previous Customer Experience Action Plan delivered or is actively working on 33 of the 37 initiatives, including:

• Opening the first customer washroom at Metrotown Station
• Creating the Transit Volunteer Program, which has grown to 130 active community volunteers since its 2022 launch
• Launching the R6 Scott Road RapidBus in Surrey, which recorded over 5.2 million boardings in 2024
• Introducing contactless Interac Debit payment across buses and fare gates, making TransLink the first agency in Canada to fully integrate this option systemwide

What does this all mean for you?

It means the improvements we’re making aren’t one-size-fits-all. We’re tailoring changes to meet the needs of all our customers, so everyone gets a better experience.

Interested in exploring the entire plan? You can find it on our website, and stay tuned for how we’ll achieve these 34 actions to improve transit for you.