First Six Centers to Open in Early 2023 in All Five Boroughs
Fifteen Customer Service Centers to Open in 2023
Builds on Announcement that Station Agents Will Largely Work Outside of Booths
View Renderings of Customer Service Centers
The Metropolitan Transportation Authority (MTA) and Transport Workers Union (TWU) Local 100 today announced the next phase of enhanced customer service through the opening of comprehensive Customer Service Centers in the subway system. Designed to provide additional direct customer support in targeted, high-traffic subway stations, Customer Service Centers will be a resource for assisting riders with OMNY use and Reduced-Fare support, among other customer needs. Customer Service Centers will open in six subway stations in early 2023, with nine additional stations expected to have the centers operating later in the year.
“Customer Service Centers will be a game changer for subway riders,” said New York City Transit President Richard Davey. “By bringing full-service customer service right to stations, we are making it easier than ever for customers to receive the support they need, from switching to OMNY to enrolling in the Reduced-Fare program. Customer Service Centers embody our North Star commitment to the customer experience at New York City Transit.”
“Customer Support Centers will bring comprehensive customer support directly to riders at the subway stations they use,” said MTA Acting Chief Customer Officer Shanifah Rieara. “By meeting customers where they’re at, we can enhance their experience, including with switching to OMNY, Reduced-Fare support, and assistance in collecting customer feedback.”
“Riders want customer service and stations that are staffed with people, not just OMNY card vending machines,” said TWU Local 100 Stations Vice President Robert Kelley. “The union wants to preserve and protect our Station Agents’ jobs into the future. These Customer Service Centers help achieve these goals.”
The Customer Service Center model builds on the announcement from the Authority and the TWU of the enhanced station agent role, with station agents supporting customer needs through work done outside of the booth. Customer Service Centers will be staffed by station agents as part of the enhanced role and will be located within the physical premises of subway stations. Customer Service Centers will provide services historically provided by the MTA exclusively at 3 Stone Street 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.
The first six planned Customer Service Centers will open in early 2023 at the following subway stations:
- 161 St-Yankee Stadium:
- 34 St–Pennsylvania Station:
- Atlantic Av–Barclays Center:
- St. George:
- Coney Island–Stillwell Av:
- Flushing-Main St:
The second wave of nine Customer Service Centers will be rolled out over the course of 2023 at the following subway stations:
- Fulton St:
- Myrtle–Wyckoff Avs:
- 74 St–Jackson Heights–Roosevelt Av:
- E 180 St:
- 125 St
- Fordham Rd:
- Times Square–42 St:
- Sutphin Blvd–Archer Av–JFK Airport:
- 168 St: