The Metropolitan Transportation Authority’s (MTA) New York City Transit (NYC Transit) opened three new Customer Service Centers in the subway system, bringing the total number of stations with Customer Service Centers to six. Centers are now open at 34 St.-Penn Station 1, 2, 3, Flushing-Main St. 7, and St. George SIR. All three centers are repurposed station booths and feature enhanced lighting, canopy and wrapped signage to create a more inviting and welcoming customer environment.
“2023 will be a groundbreaking year for customer service at New York City Transit,” said NYC Transit President Richard Davey. “Our North Star commitment to customer satisfaction means bringing the services and support that riders need most to the stations they actually use. Now, customers in all five boroughs will benefit from enhanced service available at Customer Service Centers.”
“Customers in Queens and Staten Island will see the benefits of new, dedicated Customer Service Centers in all five boroughs as we continue to expand these facilities across the subway,” said MTA Acting Chief Customer Officer Shanifah Rieara. “By the end of 2023, these centers will be open in 15 stations, bringing critical support to customers, especially as we continue to encourage them to take advantage of OMNY’s tap-and-go convenience.”
On Feb. 7, the MTA opened its first three Customer Service Centers at Stillwell Avenue-Coney Island, 161 St.-Yankee Stadium and Atlantic Avenue-Barclays Center. NYC Transit plans to open nine more Customer Service Centers in targeted, high-traffic subway stations by the end of 2023 at the following stations:
- Fulton St.: 2, 3, 4, 5, A, C, J, Z
- Myrtle–Wyckoff Avs: L, M
- 74 St.–Jackson Heights–Roosevelt Ave: 7, E, F, M, R
- E 180 St.: 2, 5
- 125 St.: 4, 5, 6
- Fordham Road: 4
- Times Square–42 St.: 1, 2, 3, 7, N, Q, R, W, S
- Sutphin Boulevard –Archer Avenue–JFK Airport: E, J, Z
- 168 St.: 1, A, C
Customer Service Centers will feature services historically provided by the MTA exclusively at 3 Stone St. in lower Manhattan in the neighborhoods where riders live. The centers will comprise of repurposed booths and new retail outlets and feature enhanced accessibility, OMNY technology and a dedicated, more welcoming visual presentation for customers through new lighting, branded wrapping and canopies.
Station agents working at Customer Service Centers will be able to assist customers with switching to OMNY, including helping Reduced-Fare MetroCard customers switch to OMNY and providing applications to first-time Reduced-Fare customers. Additionally, Customer Service Centers will provide customers with information about how to submit complaints and receive updates and information on travel delays.
Customer Service Centers will also be available to assist customers with wayfinding through the transit system. Agents working at customer service Centers will receive dedicated training on OMNY equipment and all dedicated customer service functions the centers will provide. Customer Service Centers will be staffed by station agents 24/7.
“I commend the MTA for opening new Customer Service Centers all over the city,” said Rep. Jerrold Nadler. “The new Customer Service Center at 34th St.–Penn Station in the heart of midtown Manhattan will allow my Manhattan constituents and commuters to obtain help with reduced fare assistance while also learning about how to make the switch to the tap-and-go convenience of the new OMNY fare system.”
“Affordable and accessible public transportation is extremely important for the daily routine of hundreds of thousands of New Yorkers and all who visit and do business in our great city,” said Rep. Ritchie Torres. “I’m glad to see the MTA continue to open additional Customer Service Centers to help connect busy commuters to vital transit-related resources and services, and that some of the first centers are being prioritized for communities most in need of public transit. The new centers should make it a lot more convenient and easier to interact with the MTA and hopefully greatly improve the customer experience.”
“Public transit is the lifeblood of our city, and I applaud the steps the MTA is taking today to ensure it is as accessible and easy-to-use as possible for all New Yorkers,” said New York Sen. Andrew Gounardes. “The additional installation of Customer Service Centers throughout the system will improve straphangers’ lives for the better on a daily basis, and I look forward to continued work with the MTA on this project.”
"The MTA station at 34th St.-Penn Station is leveling up with the new addition of a Customer Service Center,” said New York Sen. Brad Hoylman-Sigal. “I am thrilled the station at the largest transit hub in the world will soon be equipped with enhanced accessibility, OMNY technology and modernized design. The MTA is bringing more service to their customers, and I hope this is just the beginning for revamped stations in my district."
"Subway construction at Flushing-Main Street, while necessary to improve access, has made commuting at this busy station even more complicated than usual, so this new Customer Service Center will be a welcome relief for straphangers who may need additional assistance,” said New York Sen. John Liu. “In order to truly improve the rider experience for all New Yorkers, the MTA must continue to make every effort to keep all trains on track and on time by both upgrading our outdated infrastructure, as well as improving customer satisfaction."
