Established in 1999, Translink is a group that plans, manages, and finances the public transport system in Metro Vancouver, BC.
It is officially recognized as the South Coast British Columbia Transportation Authority and delivers its services through its subsidiaries, contractors, and operating companies, including British Columbia Rapid Transit Company Ltd., West Coast Express Ltd., Coast Mountain Bus Company, and Metro Vancouver Transit Police.
Translink’s operating companies ensure that the trains and buses are running efficiently, the ferries are moving, and the infrastructure construction projects stay on track. The group’s aim is to establish and nurture a sustainable transportation network that facilitates the people and community in the region.
Translink’s road, rail, and marine transportation and transit services are spread across an area of 1,800 square kilometers, serving around 500,000 customers every day, on average. It currently has more than 7,700 employees who are committed to delivering their best all the time.
Now that you have a clear idea about Translink and what it does, let’s take a look at how it performs on the customer service front.
Translink fully understands how important reliability and timeliness are for its customers. It ensures that those expectations are an essential part of the services delivered. When it comes to customer service, the group works hard to deliver a superb customer experience throughout the transportation system.
Here are some ways through which the company delivers excellent customer service:
Google Trip Planner
Instead of requiring you to explore and make your own decisions, Translink offers to plan trips for you. On the homepage of the group’s official website, you’ll find the Google Trip Planner right at the top. All you need to do is enter the ‘From’ and ‘To’ locations, and the tool will plan the entire trip for you.
Reaching out to Translink’s customer service team is considerably easy. Depending on the service you’re looking for or the purpose of connecting, use the following contact information:
Seeking Transit Information
Operating hours for phone: Monday – Friday 5.30 am – 12.30 am; Saturday and Sunday 6.30 am – 11.30 pm
The same contact information can be used to share any feedback you may want to share or file a complaint about the service.
You also connect with a customer service agent via real-time live chat. All you need to do is visit this Translink Live Chat link, and you’ll be connected.
Operating hours for live chat: Monday – Friday 6.30 am – 11.30 pm; Saturday and Sunday: 7.30 am – 10.30 pm
To report an emergency call 911. For non-emergency issues, you can call or SMS at:
- 604-515-8300 (Telephone)
- 87-77-77 (SMS)
To file a complaint or share feedback, you’ll need to visit the Transit Police Contact Us Page.
Use the following contact information for requests pertaining to HandyDart trips:
- 604-953-3680 (Signing up for ride)
- 604-575-6600 (Booking or canceling a trip)
If you wish to share feedback or file a complaint about a trip, fill the HandyDART Feedback Form.
Lost and Found
If you left something behind on a trip, Translink offers a seamless way to recover them. It takes around 3 to 4 days for lost items to be delivered to the organization’s Lost Property. To report what items were lost, fill out the Lost Property Form.
If the lost item is an important one such as a key, wallet, medication, passport, or an expensive item such as a wristwatch or iPhone, call the Lost Property Office to report the items. Here is the contact information for Lost Property Office:
Monday to Friday 8.30 am – 5 pm; Saturday 12.00 pm – 4 pm
Filing a Claim
While Translink works hard to ensure safety and convenience and remains dedicated to delivering the best customer service, accidents are inevitable due to human intervention and involvement.
If you’ve recently faced a personal injury or any other type of loss while using one of our services, and believe that Translink is responsible for the damages, contact Translink Claims Department to file a claim. Here is the address and contact information for the office:
400 – 275 Nelson’s Court
New Westminster, BC,
Connect with Translink on Social Media
As you would expect, Translink maintains a strong social media presence to keep its customers informed about the latest industry news and trends and keeping them updated about the company and its offerings. The group has its profiles on the following social networks:
If that’s more convenient for you, you can always get in touch with the company via Twitter DM, Facebook Messenger, or even Instagram.
Schedules and Maps
Before you embark on your trips, you may want to take a look at Translink’s Schedules and Maps. It should give you an idea about the routes and timings of the transport network, such as the SkyTrain schedules, West Coast Express schedules, and SeaBus schedules. Whether you prefer to travel by bus or train, you should easily be able to find a trip that best works for you.
It’s important to note here that services are subject to changes. To reflect the seasonal demand changes, service changes are announced every fall, summer, spring, winter.
After going through this Translink’s customer care services guide, you should have understood how the group’s plans and actions are driven by customer needs. As long as you follow the directions given above, you shouldn’t face any difficulties connecting with the customer service team or carry out an action related to the services it offers.
To learn more on the topic, take a look at Translink’s 2019-2025 Customer Experience Action Plan, which includes both current and prospective initiatives based on customer feedback.