NJ TRANSIT President & CEO Kris Kolluri announced the launch of several initiatives designed to immediately improve the customer experience. 

One of those initiatives will be the Customer Care Ambassador pilot program, which 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. 

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 launch March 3, with additional lighting improvements as well as enhanced signage will also be deployed in these stations. 

“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 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.”

New Team’s Responsibilities

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.