New flagship location doubles capacity to serve customers

NEW WESTMINSTER, BC – TransLink is opening a new flagship Customer Service Centre at Waterfront Station, in the region’s busiest transportation centre to provide more opportunities for in-person assistance.

At 6,200 square-feet, the new Customer Service Centre is three times as large as the current Compass Customer Service Centre at Stadium–Chinatown Station and will allow TransLink to provide in-person support to twice as many customers. The new Centre opens to the public on Friday, September 23.

“We need to be more available to our customers when and where they need assistance, and that’s why we are moving our Customer Service Centre to Waterfront Station which is located at the intersection of every one of our transit modes,” says TransLink CEO Kevin Quinn. “Moving our customer service facility to this prime location opens new opportunities for us to elevate customer experiences, create more meaningful connections, and build ridership.”

The new facility can be used to:

• Receive support from customer service employees
• Purchase and activate Compass products
• Get wayfinding advice through the facility’s touch-screen transit kiosk
• Pay fare infraction tickets
• Purchase Taxi Savers
• Sign up and get keys for bike lockers on TransLink’s system

With direct access to two SkyTrain lines, SeaBus, multiple bus routes, West Coast Express, and HandyDART pick-ups or drop-offs – Waterfront Station is the only location on TransLink’s system which serves all modes of transit. With over one million people travelling through the station every year and 35,000 people on an average weekday, the TransLink Customer Service Centre will make customer support easily accessible at the busiest transit hub on our system. Adjacent to Canada Place, Helijet, and the cruise ship terminal, Waterfront Station is also a common destination for tourists who can now more easily access customer service and Compass products.

The new centre will be open every weekday between 9 a.m. and 5 p.m. The current Compass Customer Service Centre located at Stadium–Chinatown Station is closing, and all services in that facility will be provided at the new centre in Waterfront Station starting September 23. TransLink’s Lost Property Centre will remain at its current location in Stadium–Chinatown Station.

The addition of this facility is part of our Customer Experience Action Plan, which aims to make our system easier to navigate and to create more opportunities for customer service.

Fast facts:

• The TransLink Customer Service Centre is located in Waterfront Station’s main entrance off Cordova Street, right next to Starbucks
• The space is fully accessible by wheelchairs and people with mobility devices
• The TransLink Customer Service Centre is 6,171 square feet with 24-foot-high ceilings
• The space includes the original clock that was installed when Waterfront Station was first constructed in 1914
• The centre will be staffed by a total of 30 employees overall, including the West Coast Express Operations Centre
• The space was most recently office space used by Small Business BC and has historically had many uses such as a smoking room, a parcel room, a U.S. Customs office, and a baggage room

More information:
TransLink Customer Experience Action Plan

Media downloads:
Media can download photos of the new facility here

Media contact:
TransLink Media Relations
E: media@translink.ca