TransLink Opens Flagship Customer Service Center at Waterfront Station

The Georgia Straight received the following bulletin from TransLink today (September 22). It is reprinted in its entirety below.

TransLink opens a new flagship Customer Service Center at Waterfront Station, in the region’s busiest transportation hub, to provide more options for personalized assistance.

At 6,200 square feet, the new Customer Service Center is three times the size of the current Compass Customer Service Center at Stadium-Chinatown Station and TransLink can provide personal support for twice as many customers. The new center will open to the public on Friday, September 23.

“We need to be more available to our customers when and where they need help, which is why we’re moving our Customer Service Center to Waterfront Station, which is located at the intersection of all our modes of transportation,” said Kevin Quinn, CEO of TransLink. . “Moving our customer service to this prime location opens up new opportunities for us to improve customer experiences, create more meaningful connections and build passenger numbers.”

The new facility can be used for:

  • Receive support from customer service representatives
  • Buy and activate Compass products
  • Get signage advice through the facility’s touchscreen transit kiosk
  • Paying Fare Violations
  • Buy Taxi Savings
  • Sign up and receive keys for bicycle lockers on the TransLink 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 the TransLink system serving all modes of transport. With over a million people passing through the station each year and 35,000 people on an average weekday, the TransLink Customer Service Center 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 now have easier access to customer service and Compass products.

The new center will be open every weekday between 9am and 5pm. The current Compass Customer Service Center at Stadium-Chinatown Station is closed and all services at that facility will be offered at the new center at Waterfront Station beginning Sept. 23. TransLink’s Lost Property Center will remain in its current location at Stadium-Chinatown Station.

The addition of this facility is part of our customer experience action plan, which aims to make our system easier to use and create more customer service opportunities.

Quick Facts:

  • The TransLink Customer Service Center is located at the main entrance to Waterfront Station on Cordova Street, right next to Starbucks.
  • The space is fully accessible for wheelchairs and people with mobility aids.
  • The TransLink customer service center is 6,171 square feet in size with 24-foot ceilings.
  • The space contains the original clock that was installed when Waterfront Station was first built in 1914.
  • The center will be staffed by a total of 30 staff, including the West Coast Express Operations Centre.
  • The space was most recently office space used by Small Business BC and has had many uses in the past, such as a smoking room, a parcel room, a US customs office and a luggage room.


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