Metrolinx expands GO ambassadors’ program to Mississauga, Oakville, GTAH stations


Published September 21, 2023 at 3:49 pm

Metrolinx Go Train ambassador station platform rail
Metrolinx has added ambassadors on Go Train platforms in Mississauga, Oakville, Hamilton and across the GTAH. METROLINX PHOTO

Looking to improve safety service and on-time departures, Metrolinx has added ambassadors on GO Train platforms in Mississauga, Oakville, Hamilton and across the GTAH.

From the time the train is approaching to the time it departs, an ambassador will be walking up and down the platform greeting riders, answering questions, and providing a visible presence.

The GO ambassadors will also ask people to be aware of the yellow line on the platform edge, ensure a smooth transition when people board and disembark the train and discourage people from running up to the train when the doors are shut, when injuries occur from people trip and falling.

“When that happens, not only is it an unsafe situation for customers, it can also delay the train for everyone,” said Laura-Gaye Moats, Metrolinx’s director of customer service delivery.

The new ambassador project began in late May at GO Stations in Bramalea, Clarkson and Whitby and then expanded in August across the network to help manage the additional passenger traffic that traditionally accompanies the Canadian National Exhibition.

This marks a big change in the traditional station ambassador role which has evolved from selling tickets behind a wicket to being on the platform now that ticket vending machines offer customers a self-serving option for paying fares.

Moats says she’s already heard from commuters about the difference the new program is making.

“Things like ‘this person made my day because they were there, smiling and helpful,” she explained.

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