December 1, 2022


The Tour And Travel Enthusiasts

TransLink opens customer service center at Waterfront Station

2 min read
TransLink opens customer service center at Waterfront Station

A new flagship customer service center has opened at TransLink’s Waterfront Station, which is the region’s busiest transportation center, to provide more opportunities for in-person assistance.  

At 6,200 square feet, the new customer service center is three times as large as the current Compass Customer Service Center at Stadium–Chinatown Station and will allow TransLink to provide in-person support to twice as many customers. The new center opened to the public on Sept. 23. 

“We need to be more available to our customers when and where they need assistance and that’s why we are moving our customer service center to Waterfront Station which is located at the intersection of every one of our transit modes,” said TransLink CEO Kevin Quinn. “Moving our customer service facility to this prime location opens new opportunities for us to elevate customer experiences, create more meaningful connections and build ridership.” 

The new facility can be used to: 

  • Receive support from customer service employees. 
  • Purchase and activate Compass products. 
  • Get wayfinding advice through the facility’s touch-screen transit kiosk. 
  • Pay fare infraction tickets. 
  • Purchase Taxi Savers. 
  • Sign up and get keys for bike lockers on TransLink’s 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 TransLink’s system which serves all modes of transit. With more than one million people traveling through the station every 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 can now more easily access customer service and Compass products. 

The new center will be open every weekday between 9:00 a.m. and 5:00 p.m. The current Compass Customer Service Center located at Stadium–Chinatown Station is closing and all services in that facility will be provided at the new center in Waterfront Station starting Sept. 23. TransLink’s Lost Property Center will remain at its current location in Stadium–Chinatown Station. 

The addition of this facility is part of the Customer Experience Action Plan, which aims to make the system easier to navigate and to create more opportunities for customer service. 

Fast facts: 

  • The TransLink Customer Service Center is located in Waterfront Station’s main entrance off Cordova Street, right next to Starbucks. 
  • The space is fully accessible by wheelchairs and people with mobility devices. 
  • The TransLink Customer Service Center is 6,171-square feet with 24-foot-high ceilings. 
  • The space includes the original clock that was installed when Waterfront Station was first constructed in 1914. 
  • The center will be staffed by a total of 30 employees overall, including the West Coast Express Operations Center. 
  • The space was most recently office space used by Small Business BC and has historically had many uses such as a smoking room, a parcel room, a U.S. Customs office and a baggage room.