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. Los Angeles Metro launched its transit ambassador program as a pilot in 2022, initially contracting with two private firms to deploy ambassadors across its system. Within a year, the program expanded to roughly 300 ambassadors systemwide.
