CATS launches fare ambassador program

CHARLOTTE, N.C. – Riders on the CATS Blue Line will see new fare ambassadors on the trains and platforms wearing with blue shirts, yellow hats, and body cameras.

CATS estimates it loses between $5 and $6.5 million dollars every year from riders not paying for tickets. The 60 ambassadors are trained to verify proof of payment and answer fare questions.

“Safety is a layered approach,” Catherine Kummer, with CATS marketing and communications said. “This is another layer to that approach to ensure that our customers have the support that they need within the system and understand how critical it is to ensure you’re paying your fare.”

Last year, Iryna Zarutska was fatally stabbed on the blue line by a rider who did not buy a ticket, amplifying the need for more safety measures. The fare ambassadors will also be extra eyes and ears.

“Should they need support, should citations need to be written, our CMPD off-duty officers, those are not going away,” Kummer said. “Our company police PSS, that is not going away. So they have been trained to reach out to those resources should they need help for a situation that may result in a citation.”

The fare ambassadors will cost the city $5 million dollars a year. Councilmember Dante Anderson represents District 1, she says she will be looking at data to see a return on the investment.

“That’s the optimal outcome, increase in fares that are being paid. That means additional revenue that could go into the system for continuous improvement, and then making sure that there’s no incidents occurring, reducing the incidents,” Councilmember Anderson said.

Councilmember Anderson says she expects city council will get quarterly updates on the progress of the program.