NJ TRANSIT ANNOUNCES NEW CUSTOMER EXPERIENCE ENHANCEMENTS AT KEY TRANSIT HUBS
New Customer Care and Station Care Programs Aim to Improve Customer Experience at Newark Penn Station, Penn Station New York, Trenton Transit Center and Walter Rand Transportation Center
February 27, 2025
NEWARK, NJ – Today at Newark Penn Station, NJ TRANSIT President & CEO Kris Kolluri announced the launch of several initiatives designed to immediately improve the customer experience. The Customer Care Ambassador pilot program will deploy Customer Care teams – made up of NJ TRANSIT employees wearing bright orange shirts and vests– at Newark Penn Station and Penn Station New York to provide information and support for customers during weekday peak travel periods (6-10 a.m. and 3-7 p.m.). Additionally, Station Care teams – with employees in bright yellow shirts and jackets - will be utilized to increase the frequency of cleaning at Newark Penn Station, Penn Station New York, Trenton Transit Center and Walter Rand Transportation Center in Camden. Both programs will begin Monday, March 3. Additional lighting improvements as well as enhanced signage will also be deployed in these stations.
“Fostering a positive ridership experience will always remain a top priority for NJ TRANSIT,” said NJDOT Commissioner & NJ TRANSIT Board Chair Fran O’Connor. “The measures outlined today demonstrate our commitment to making NJ TRANSIT a system that customers can rely on, feel safe in, and be proud to use every day.”
“Providing knowledgeable employees to assist customers and improving cleanliness at train stations at key transportation hubs are essential for enhancing the NJ TRANSIT customer experience,” said NJ TRANSIT Board Member and President & CEO of Newark Alliance Evan Weiss. “By addressing these areas, NJ TRANSIT is enhancing its commitment to its customers in ways they can see and feel every ride.”
“Our customers are at the heart of everything we do. Every decision we make – whether it’s modernizing our fleet, strengthening our financial foundation to reinvest in customer-focused initiatives, or enhancing service reliability – is driven by our commitment to delivering the best possible customer experience,” said NJ TRANSIT President & CEO Kris Kolluri. “These new Customer Care and Station Care teams are important elements in providing a service that is not only efficient and dependable but also responsive to the evolving needs of our customers.”
"The safety of our customers and the public at large is always our highest priority," said New Jersey Transit Police Chief Christopher Trucillo. "An engaged police presence, alongside the new Customer and Station Care teams, reinforces our commitment to providing a safe and secure environment for transit customers."
The Customer Care Ambassadors will be assigned to Newark Penn Station and New York Penn Station to offer additional travel information and support for customers during peak travel periods. The Station Care teams will enhance cleaning frequency during high volume weekday travel periods and during the overnight periods. The staffers on the Customer Care and Station Care teams will be highly visible and can be recognized, respectively, by their bright orange and yellow NJ TRANSIT apparel.
About NJ TRANSIT
NJ TRANSIT is the nation's largest statewide public transportation system providing more than 925,000 weekday trips on 263 bus routes, three light rail lines, 12 commuter rail lines and through Access Link paratransit service. It is the third largest transit system in the country with 166 rail stations, 62 light rail stations and more than 19,000 bus stops linking major points in New Jersey, New York and Philadelphia.