Q Tell me about the new customer service ambassadors on every train.
A We’ve decided we need someone who is the voice of the customer on the train. They’ve been trained using the WestJet model, which is really a lot of voice inflection, personalizing the service, tracking the frequency of announcement if there is any delay.
What glorious news! Switches may freeze, heaters may break, trains may face delays of an hour or more — but there’s voice inflection.