In this excerpt from our documentary Everything Changes Except the View, we highlight the evolution of a key role on board our trains: the Customer Relations Agent. In the Southern Region, we are shaping a more human, more versatile and more supportive approach to passenger service.
A Human Transformation at the Heart of Public Rail Service
We are redefining the way we support passengers. This shift begins with words but is above all a matter of posture and purpose.
We no longer speak of “ticket inspectors”, but of Customer Relations Agents true ambassadors of the regional transport service who embody a new way of engaging with travellers.
Our ambition is clear: to change the relationship between passengers and on‑board staff.
Every gesture, every interaction, every form of assistance contributes to making the journey smoother and more reassuring.
A Versatile Role Supporting Every Passenger
As highlighted by Christelle Lamour, Commercial and Marketing Manager at Transdev Rail Sud, the Customer Relations Agent is a true “Swiss Army knife” on board.
We built this role around four essential missions:
- Welcome: being the first point of contact, offering a warm and reassuring presence as soon as passengers board.
- Support: providing immediate and concrete assistance throughout the journey.
- Sell: facilitating access to travel tickets directly on board.
- Check: ensuring compliance, regularity and safety during the trip.
This versatility strengthens our human presence and reinforces the quality of our public service.
Supporting Passengers in Every Situation
Our Customer Relations Agents are trained to respond accurately to all kinds of questions: fares, onward journeys, transport options at destination…
In the event of disruptions, they become trusted points of reference, offering the information needed to help passengers continue their journey in the best possible conditions.
We want every traveller to feel supported, informed and guided whatever circumstances may arise.