A transit ambassador assists two people by giving them directions.

Brozen on Effectiveness of Transit Ambassadors

Madeline Brozen, deputy director of the UCLA Lewis Center for Regional Policy Studies, was cited in a Curbed article about improving safety on subways and LA Metro lines by employing transit ambassadors. These ambassadors serve to create a safer environment and help commuters with questions and directions. Metro’s 2022 customer experience survey showed that a large number of commuters were people of color and lower income whose greatest concern was reliable service and a feeling of safety. Reports of racial profiling by Metro police had contributed to negative experiences. “Researchers found that poorly guarded or empty areas on the train and platform contributed to not feeling safe riding the train at night,” Brozen said. The ambassador program aims to create a more welcoming environment throughout the Metro system, and could open doors to more safety initiatives in the future. “The public realm needs more people looking out for other people,” Brozen said. 


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