Nine New Locations Open in Queens, Brooklyn, the Bronx and Manhattan
Agents Available 24/7 To Help Customers Switch to Tap and Ride, Enroll in Reduced Fare Programs, Navigate System and Other Services
More Than 250,000 MetroCard to Tap and Ride Transfers and More Than 50,000 New Reduced Fare Customers Registered at CSCs to Date
The Metropolitan Transportation Authority (MTA) today announced the opening of its 30th Customer Service Center (CSC), at 14 St–Union Sq, delivering on the commitment made in October to add 15 additional centers across the system. Customer Service Centers bring services historically available only at the MTA’s 3 Stone Street location in Lower Manhattan directly into the neighborhoods where riders live. Riders have access to a CSC in all five boroughs.
Stations with newly opened CSCs include:
- 3 Av – 149 St
- Queensboro Plaza
- Far Rockaway – Mott Av
- Jamaica – 179 St
- 36 St
- Flatbush Av-Brooklyn College
- Broadway Junction
- 59 St – Columbus Circle
- 14 St–Union Sq
The centers have been key to migrating riders from MetroCards to Tap and Ride. To date, CSCs have completed over 250,000 MetroCard-to-Tap and Ride balance transfers and registered more than 50,000 new Reduced Fare customers. The first 400 customers at the nine recently opened CSCs who transfer their MetroCard balances to OMNY will receive fee-waived OMNY cards.
“From the start, we knew that moving to Tap and Ride meant making support easy to find,” said MTA Chief Customer Officer Shanifah Rieara. “These Customer Service Centers are delivering—helping customers complete more than 250,000 fare transfers, enrolling over 50,000 new Reduced-Fare customers, and assisting riders with Fair Fares enrollment, all close to home.”
“These customer service centers are about meeting customers where they are,” said NYC Transit President Demetrius Crichlow. “Whether it’s switching to Tap and Ride, enrolling Reduced-Fare or getting service information, riders can count on knowledgeable station agents available to assist them throughout the system.”
About Customer Service Centers
The first CSC was opened at Coney Island-Stillwell Av in 2023. These CSCs are located in repurposed station booths and retail spaces and feature enhanced accessibility, Tap and Ride technology, and a more welcoming customer experience, including new lighting, branded wrapping, and canopies.
Station agents at Customer Service Centers assist customers with switching to Tap and Ride, including helping Reduced-Fare MetroCard customers transition to Tap and Ride and providing applications to first-time Reduced-Fare customers. The centers also offer guidance on submitting complaints, provide service updates and travel delay information, and assist with wayfinding throughout the transit system. Agents receive dedicated training on OMNY equipment, and all customer service functions provided at the centers.
Customer Service Centers are staffed 24/7, with the exception of St. George, which is open Monday through Friday from 5:30 a.m. to 9:00 p.m. A full list of Customer Service Center locations can be found here.
“I applaud MTA’s opening of 30 new Customer Service Centers across New York City,” said Representative Jerry Nadler. “These CSCs will help improve the rider experience and ensure public transit is accessible and easy to use for all New Yorkers. The new centers at 14th St- Union Square and 59th Street-Columbus Circle two of the busiest Subway Stations in the City will ensure that my constituents have access to vital resources and services, from reduced fare assistance to help with transitioning to tap-and-ride.”
“As a daily MTA user and a representative of one of the most transit-centered districts in the city, I’m excited to see the MTA opening customer service centers at 14th Street-Union Square and Queensboro Plaza,” said State Senator Kristen Gonzalez. “Thank you to the MTA for providing 24/7, in-person support for riders at some of the busiest transit hubs in our city.”
“The opening of the MTA Customer Service Center at Mott Avenue in Far Rockaway is a positive step toward making our transit system more accessible and people-centered,” said State Senator James Sanders Jr. “As riders transition to OMNY, it’s critical that seniors, people with disabilities, and reduced-fare customers have in-person support they can rely on. I commend the MTA for bringing this much-needed resource to Far Rockaway and ensuring every borough is served.”
“Today, we acknowledge much-needed progress in Far Rockaway,” said Assemblymember Khaleel Anderson. “The accessibility of the Customer Service Center on Mott Ave will help alleviate the isolation many of our community residents have felt. No longer needing to make the trek to Jamaica for servicing, we need this center now more than ever, especially as the transition to the OMNY program is underway. We ask that you utilize this service center to its full capacity. It’s open 24/7 and there to provide assistance.”
“Opening 30 Customer Service Centers across the city, including one at Far Rockaway–Mott Avenue, brings critical MTA services directly to the riders who rely on them most,” said New York City Council Member Selvena N. Brooks-Powers. “For Southeast Queens, where many residents are long-distance commuters, having 24/7, in-station support to navigate OMNY, enroll in Fair Fares, and get real-time help makes the system more accessible and more humane. As Chair for the past four years to the Committee on Transportation and Infrastructure, I have advocated and appreciate the MTA’s investment in meeting riders where they are and look forward to seeing these centers improve the daily experience for our community.”
“In my district, Broadway Junction serves over 100,000 people daily, making it one of the busiest stations throughout the entire system,” said Council Member Sandy Nurse. “I'm excited that East New Yorkers will now have a customer service center to access critical services like reduced and fair fares enrollment.”