GO Transit train Customer Service Ambassador crew get designated room to do their work

There have been a great many changes made to GO Transit vehicles over the past year and a half, to make them safe and comfortable. As more and more customers look to return to train and bus travel, they’ll notice GO staff need a bit more elbow room to do their jobs safely. Even the area around Customer Service Ambassadors – those crew stationed in the accessibility sections of GO trains – is getting a makeover, as riders are reminded to give some needed space.

Since early in 2020, most of us have had to make changes to our workspace.

The same is true for crew members who work in the accessibility coaches of GO Transit trains.

Passengers know them best as Customer Service Ambassadors (CSAs), and many long-time riders have built-up relationships with their familiar faces – now partially covered with mandatory masks. CSAs have always been popular figures, with many gaining loyal followings, thanks to corny morning jokes or a telltale sing-song delivery of needed instructions to customers.

Image shows plexiglass barrier
Here’s a look at plexiglass barriers used around the CSAs work areas. (Metrolinx photo)

As GO Transit welcomes back a growing number of customers – as many have been away from the service for over a year and a half – GO Transit has created new crew operating areas for the CSAs. It’s just one of more than 40 safety actions implemented during the pandemic. They are designated spaces to help them do their job while ensuring they can maintain a safe work environment.

It’s essentially room for them to move around, created with additions to current partitions, as well as visual cues to customers to give them the distance they need.

Image shows tape on the ground.
Much like what is used in supermarkets, banks, doctor’s offices and even your local garage, caution tape can be seen around the CSA area. (Metrolinx photo)

Customers won’t really notice any change, other than some helpful reminders being added to those areas to give CSAs room to do important work.

How will you know the area?

‘Crew operating area’ decals are on the outside of every accessibility coach at the door where the CSA is stationed, and also inside on the partition which separates the crew operating area from the customer seating area. Plexiglass panels are also being installed on the top of these partitions. New yellow and black strips are being installed on the floor to mark the designated area.

Image shows the decal with 'Crew Operating Area' on it
And here’s a look at one of the telltale visual reminders customers will see. (Metrolinx image)

While the space where CSAs do their job may have changed, customers can still start and end their journeys as they always have – with a few nice words exchanged with the CSAs, who will remain close by and available to provide assistance.

Story by Reisa del Rosso, Metrolinx communications coordinator, Customer Care