Transit Ambassador Program at Intercity Transit Ensures You Have a Great Ride
Intercity Transit launched the Transit Ambassador program in July 2025 to enhance the bus ride experience, focusing on passenger needs and comfort. This new role is designed to provide exceptional customer service and support throughout the transit system.
Program Overview
The Transit Ambassador program employs staff with strong customer service skills, compassion, and the ability to de-escalate challenging situations. Many ambassadors have prior experience as coach or Dial-A-Lift operators, making them well-equipped to assist various riders.
Key Qualities of Ambassadors
- People-oriented and empathetic
- Skilled problem-solvers who help passengers on the spot
- Supportive of both passengers and coach operators
- Communicative and friendly during interactions
“Ambassadors enjoy helping people, problem-solving on the fly,” shares Cameron Crass, operations deputy director. “They understand that our goal is serving the public to the best of our ability. They know that we treat our passengers and our drivers with compassion and empathy and help people navigate our system with ease and comfort.”
Ambassador Responsibilities
- Providing face-to-face customer service
- Supporting the coach operator
- Attending to passenger needs behind the yellow safety line
- Engaging in friendly conversations with bus riders
The program centers on meeting the expectations and desires of bus passengers to ensure a smooth and pleasant travel experience.
Author's summary: The Transit Ambassador program, launched by Intercity Transit in 2025, enhances bus rides by offering compassionate, skilled customer support focused on passenger comfort and safety.
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