The LA Metro Transit Ambassador Pilot Program Shows Promise in Improving Customer Experience and Safety on Transit
Date: December 16, 2025
Author(s): Jacob L. Wasserman, Madeline Brozen, Phoebe Chiu, Adonia Lugo, Arman Koohian
Abstract
Transit agencies across the country are rethinking how to improve the customer service and safety experience for riders. One promising approach is the use of transit ambassadors that provide a visible, customer-focused presence at stations and on vehicles. Ambassadors help riders navigate the system; answer questions about schedules, routes, and fare payment; and help riders access assistance when needed.
About the Project
A growing number of U.S. transit agencies are adding transit ambassadors to their systems to improve the customer service and safety experience for passengers. These personnel can play a variety […]