‘Fare ambassadors’ to deploy on CATS trains, platforms on Oct. 30

CHARLOTTE — The Charlotte Area Transit System will launch its new Fare Ambassador Program on Friday, Oct. 30, deploying a team of 60 ambassadors across Blue Line trains and platforms.

The $5 million initiative was approved by the Charlotte City Council. The goal is to enforce fare compliance, enhance security, and assist passengers with navigating the line.

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This is also in response to safety concerns following the killing of Iryna Zarutska on the Blue Line last August. DeCarlos Brown, who is accused of murder, didn’t have a valid ticket while on the train.

While security personnel currently handle ticket checks, city officials established the dedicated ambassador program to help make sure only paying passengers enter platform areas.

“You have to pay to access,” Charlotte City Councilmember Dante Anderson said. “It could potentially stave off any crime.”

Interim CATS CEO Brent Cagle said the initiative focuses on customer guidance alongside fare validation.

“Fare Ambassadors will play an important role in helping our customers navigate their fare experience while providing a welcoming, customer-focused presence across our system,” Cagle said. “This program is about ensuring fare validation, but it’s also about meeting customers where they are, answering questions, providing guidance and making it easier for everyone to understand their payment options as we continue to enforce fares across the system.”

Ambassadors will wear blue shirts and yellow hats while stationed on platforms and light rail trains.

After the initial launch on the Blue Line, CATS plans to extend the Fare Ambassador Program to the Gold Line and city buses. Specific dates for the subsequent rollout phases haven’t been announced.