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Towards a New Passenger Experience with the Customer Relations Agent

On February 11, 2026

Excerpt-documentary-new-experience-traveler-with-customer-relations-agent-on-zou-line

Alix Lecadre (Railway Director, Transdev France): “We were committed to changing the relationship between passengers and the staff on board trains.” [00:01] Voice-over: “This resulted in a semantic shift: we moved from controller to customer relations agent. The idea is that these onboard staff members become ambassadors of the regional rail transport service. They provide answers on fares, onward transport options, and how to continue one’s journey in case of disruptions.” [00:11] Christelle Lamour (Head of Sales and Marketing, Transdev Rail Sud Inter-Métropoles): “Transdev’s challenge in its offer to the region was to propose a customer relations agent who is a true Swiss Army knife, capable of delivering the full range of services: welcoming, serving, selling, and checking tickets.” [00:32] A female onboard agent (to passengers): “Have a good trip!” [00:44]

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.