The LA Metro Transit Ambassador Pilot Program Shows Promise in Improving Customer Experience and Safety on Transit
Brief
Jacob Wasserman | Madeline Brozen | Adonia Lugo | Phoebe Chiu | Arman Koohian
December 2025
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.
