Charlotte Deploys 60 Fare Ambassadors on CATS Blue Line

CATS has begun deploying 60 new fare ambassadors to the Blue Line. These employees will wear blue shirts, yellow hats, and body cameras while patrolling trains and platforms. Their primary duties involve verifying proof of payment and answering questions from riders about fare rules.

The agency launched this initiative in response to substantial annual revenue gaps. CATS calculates that it loses between $5 million and $6.5 million each year when riders fail to purchase tickets. The program directly addresses these financial shortfalls while adding a visible presence to the system.

The need for additional oversight became urgent after a fatal incident on the Blue Line last year. Iryna Zarutska was stabbed by a rider who had not bought a ticket. The new ambassadors serve as an extra layer of monitoring to help prevent similar situations. Catherine Kummer, who handles marketing and communications for CATS, described the move as part of a layered safety approach. She stated that the ambassadors ensure customers have support and understand the importance of paying their fares.

The program will cost the city $5 million annually. It operates alongside existing security measures. Kummer confirmed that off-duty Charlotte-Mecklenburg Police Department officers and the Private Security Services force remain in place. The ambassadors are trained to contact these resources if a situation requires a citation.

Councilmember Dante Anderson, who represents District 1, is monitoring the program's financial performance. She plans to review data to determine if the investment yields a return. Anderson noted that the optimal outcome is an increase in paid fares. This additional revenue could fund system improvements and help reduce incidents. She expects the city council to receive quarterly updates on the program's progress.