Metro customer support team hops on board

Published 15/04/2024

Metro has established a new team, focused on customer support and safety to enhance your journey and provide assistance whenever you need it. Whether it's offering travel tips, answering questions, or ensuring your comfort throughout your ride, our team is committed to making your experience with us even more enjoyable. 

The onboard customer support team, made up of 11 people, starts this week, and is made up of staff from First Security, who was awarded the contract for a year’s trial through a tender process. 

The customer support officers will travel on different routes across the Metro network and will work closely with drivers and customers to provide the best possible travelling experience. 

“Our drivers already do an incredible job of supporting our customers, but having extra support available on the bus, at stops, and at key locations across the network, will be a real benefit,” public transport general manager Stewart Gibbon said. 

“The idea for this team arose from some issues we’ve faced across the network over the past few years. While we’re pleased to report we no longer experience the same level of unsocial behaviour, we are taking a proactive approach of introducing this team to the wider network to respond to any future issues early,” he added.  

Customer support officers will initially be dressed in First Security uniforms with Metro-branded accessories like caps and lanyards, before their co-branded uniforms are finalised and ready. 

"We are excited to help passengers navigate their journey safely and comfortably, and we are looking forward to fulfilling our role as the New Metro customer support team with dedication and enthusiasm,” First Security southern regional manager Chris Harris said. 

The team will be in place for at least one year, on a trial basis.