15 Additional Customer Service Centers Coming to Stations Across New York City Starting in 2026
Agents Are Available 24/7 To Help Customers Switch to OMNY, Enroll in Fair Fares Program, Navigate System and Other Services
Brings Total Number of Customer Service Centers to 30 Citywide
The Metropolitan Transportation Authority (MTA) today announced it will expand Customer Service Centers (CSCs) to 15 additional locations throughout Manhattan, Brooklyn, Queens, Staten Island and the Bronx beginning in 2026. Agents at CSCs are on hand 24/7 to assist riders with OMNY machines, help customers sign up for the Fair Fares and Reduced-Fare programs, and provide service information, among other features. These new Customer Service Centers build on the 15 that have been assisting riders since they were first introduced in 2022.
“The Customer Service Center expansion comes as the MTA transitions to the OMNY tap and go fare payment system and increases the eligibility requirements for Fair Fares,” said New York City Transit President Demetrius Crichlow. “We want to make sure we are doing all we can to give customers the support they need to make their experiences in the system a pleasant one.”
“With overall subway rider satisfaction at an all-time high, our customer service agents are a big part of that accomplishment - bringing critical support to riders when they need it most,” said MTA Chief Customer Officer Shanifah Rieara. “Customer Service Centers are part of our core commitment to helping New Yorkers navigate the transit system and we’re excited to expand this important service locally.”
The new Customer Service Centers will be available at the following stations:
- East 180 St
- Grand Central
- Far Rockaway – Mott Av
- Rockaway Parkway
A final list of the 15 additional stations with new Customer Service Centers will be announced in the coming months.
Customer Service Centers feature services historically provided by the MTA exclusively at 3 Stone Street in lower Manhattan in the neighborhoods where riders live. The centers comprise repurposed booths, 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 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 provide customers with information about how to submit complaints and receive updates and information on travel delays. Customer Service Centers also assist customers with wayfinding through the transit system. Agents working at Customer Service Centers receive dedicated training on OMNY equipment and all dedicated customer service functions the centers provide. Customer Service Centers are staffed by station agents 24/7, with the exception of St George, which is open Monday to Friday from 5:30 am to 9:00 pm.