Consumer services

Inside TransLink’s new Customer Service Center at Waterfront Station

Downtown Vancouver’s Waterfront Station, Metro Vancouver’s busiest transit hub, is getting a new TransLink Customer Service Centre.

The Customer Service Center is in a hard-to-miss spot – visible and accessible from the large interior lobby, just east of Starbucks. It will officially open to the public on Friday, September 23.

The new center provides in-person assistance to all TransLink passengers and replaces both the existing small Compass Customer Service Center at Stadium-Chinatown Station and the former West Coast Express Customer Service Desk located at Waterfront Station.

With a total area of ​​6,171 square feet, the new center is three times larger than the existing space at the Stadium-Chinatown station, allowing TransLink to provide in-person support to twice as many people. Unlike the existing center where the overflow lines quickly spill outside onto the pavement, the new center at Waterfront Station has a large indoor waiting area, and the overflow lines would be located more comfortably outside interior of the great hall.

The new center also has an expanded suite of services. In addition to being an in-person drop-in center for purchasing and activating Compass cards, and paying for fare violation tickets and taxi savers, the new center can be used to receive assistance from customer service staff. , get wayfinding tips through the contact-peruse transit kiosk, register, and get keys to TransLink’s bike lockers. The space is fully accessible to wheelchairs and other mobility devices.

TransLink Customer Service Center at Waterfront Station. (Kenneth Chan/Daily Hive)

TransLink Station Waterfront Customer Service Center

TransLink Customer Service Center at Waterfront Station. (TransLink)

TransLink Station Waterfront Customer Service Center

TransLink Customer Service Center at Waterfront Station. (TransLink)

TransLink Station Waterfront Customer Service Center

TransLink Customer Service Center at Waterfront Station. (TransLink)

TransLink Station Waterfront Customer Service Center

TransLink Customer Service Center at Waterfront Station. (Kenneth Chan/Daily Hive)

“We need to be more available to our customers when and where they need help, and that’s why we’re moving our customer service center to Waterfront station, which is located at the intersection of each of our modes. transit,” said TransLink CEO Kevin Quinn. .

“Moving our customer service to this prime location opens up new opportunities for us to improve the customer experience, create more meaningful connections and grow traffic.”

TransLink has retained the heritage character of the space, including the original clock that was installed when Waterfront Station was built in 1914 as the Pacific terminus of Canadian Pacific Railway’s transcontinental passenger services. The space has 24-foot high ceilings and spectacular views of the Canada Place cruise ship terminal and the mountains. Graham Construction & Engineering was the contractor.

The new space cost approximately $1.5 million to outfit, but TransLink will be able to lease Stadium-Chinatown Station’s Compass Center for retail/restaurant revenue-generating uses.

This same space has historically been used as a smoking room, parcel room, US customs office, baggage room, and more recently as a resource center for the provincial government’s Small Business BC department.

The new center will have a total of 30 employees, including the West Coast Express Operations Centre. Hours of operation will be 9 a.m. to 5 p.m. weekdays only.

TransLink Station Waterfront Customer Service Center

TransLink Customer Service Center at Waterfront Station. (TransLink)

TransLink Station Waterfront Customer Service Center

TransLink Customer Service Center at Waterfront Station. (TransLink)

TransLink Station Waterfront Customer Service Center

TransLink Customer Service Center at Waterfront Station. (Kenneth Chan/Daily Hive)

TransLink Station Waterfront Customer Service Center

TransLink Customer Service Center at Waterfront Station. (Kenneth Chan/Daily Hive)

TransLink Station Waterfront Customer Service Center

TransLink Customer Service Center at Waterfront Station. (Kenneth Chan/Daily Hive)

TransLink Station Waterfront Customer Service Center

TransLink Customer Service Center at Waterfront Station. (Kenneth Chan/Daily Hive)

TransLink Station Waterfront Customer Service Center

TransLink Customer Service Center at Waterfront Station. (TransLink)

TransLink Station Waterfront Customer Service Center

TransLink Customer Service Center at Waterfront Station. (Kenneth Chan/Daily Hive)

While the existing street-level Compass Customer Service Center at the Stadium-Chinatown station will close, TransLink’s Lost and Found Center inside the station at the concourse level will remain.

TransLink says the new, expanded facility at Waterfront Station is part of its overall customer service strategy to improve amenities, features and services for passengers. This includes the gradual introduction of public restrooms in busy transit hubs, more digital displays of real-time information, more all-weather bus shelters, and a potential update to the Compass system and fare barriers.

On an average weekday, 35,000 people use Waterfront Station, which is the only location in TransLink’s system that serves all modes of transportation, including two SkyTrain lines, SeaBus, multiple bus lines and West Coast Express. It is also frequented by tourists, making the new center a more accessible and convenient place to access and learn how to use the transit system and Compass fares.

TransLink Stadium-Chinatown Station Customer Service Center

The closed TransLink Compass Customer Center office at Stadium-Chinatown station. (Kenneth Chan/Daily Hive)

TransLink Stadium-Chinatown Station Customer Service Center

The closed TransLink Compass Customer Center office at Stadium-Chinatown station. (Kenneth Chan/Daily Hive)