CDTA Ambassadors to Focus on Community Engagement and Fare Compliance

The Capital District Transportation Authority (CDTA) in Albany, NY, launched a new ambassador program designed to strengthen customer support and enhance community engagement. The program represents the second phase of the agency’s Fare Compliance Campaign (phase one focused on fare compliance messaging). Operated in partnership with Tech Valley Security, trained agency ambassadors will rotate throughout select routes, offering an approachable, visible resource focused on assistance and engagement.

Ambassadors are responsible for providing route, fare, and general service information, promoting a welcoming environment, and serving as a connection to community resources by coordinating with law enforcement or service providers when necessary. They are not police officers and do not perform enforcement functions.

CDTA CEO Frank Annicaro said, “Ambassadors will serve as a visible and positive presence on our buses—helping customers navigate the system, supporting our operators, and encouraging fare compliance through engagement and education. This is another step forward in ensuring our riders and employees feel supported every day.”

The agency’s Board Chair Jayme Lahut said, “The CDTA Ambassador Program reflects prioritizing customer service, supporting employees, and maintaining the integrity of our system.”