GO Transit station ambassadors being moved onto platforms to help address issues

If you’ve been out and about on the GO Transit train network over the past year, there’s a chance you may seen staff members sporting bright, neon green vests.

In a bid to address customer service, safety and on-time performance issues, Metrolinx launched a program to bring station ambassadors onto platforms at certain stations during peak periods before trains arrive. Workers also have devices that allows them to work outdoors, such as access to the public address system.

In years past, these GO Transit staff members typically stayed behind booths inside stations to process ticket sales.

Station ambassador Dina Abdou works on the Lakeshore East GO train line and described herself as the “first point of contact” for many coming through the station she is assigned to.

“We are essentially ones that help relay information, help answer any inquiries. We are ones that if there are any incidents or emergencies, we do ensure that we employ the correct departments,” she told CityNews while outlining the tasks she’s responsible for.

“We help with wayfinding and just help any person that may be lost or they’re taking the train for the first time.”

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Abdou said helping riders load or process Presto card fares, and directing unfamiliar customers to the correct platform represents the bulk of the inquiries she deals with.

“Everything is more technology-based and I find that also has been a harder transition for a lot of passengers, so essentially also our role is to help make that transition a bit smoother,” she said.

Metrolinx executive vice-president Frank Ibe oversees transit and customer relations operations for GO Transit and UP Express. He said the transit agency made the move to change the customer service model to deal with platform crowding, which can create other issues.

“Our trains are 12 carriages long and in many ways, some of our customers tend to huddle in the key places that they like. Managing our platform is all around supporting customers by spreading right away across the platform … that really allows a train to leave on time and arrive safely,” he said.

Ibe said senior staff have seen improvements in on-time performance since the program started.

“Performance is all about a whole system … it’s around a number of different initiatives,” he said.

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“If we think about the one-minute door closure (prior to departure at certain stations), it’s really around taking time that the staff need to close the doors safely and correctly, especially given that they have to put for our accessibility customers.

“Other initiatives [are ]around just making sure that staff are on platforms, again, helping people spread out, but also announcements. All of these all add up to try and make sure that our trains leave on time and arrive on time.”

It’s a challenge workers like Abdou face daily at platform level.

“I just keep a lookout for any last-minute runners. If I know that they might make it, I tell them you can go for it. If I know that they cannot because the doors are going to be closing in less than 10 seconds, then I tell them to stop,” she said.

It’s not clear how the program might look into the future, but Abdou said there are benefits for workers too.

“If I’m in and out, I’m moving. I’m interacting with passengers. The day actually flies by and I actually enjoy my work because I’m talking with people. I’m feeling of use,” she said.