New York MTA Unveils Customer Service Centers

The Metropolitan Transportation Authority (MTA) announced it has opened its first dedicated Customer Service Center in the subway system at the Coney Island-Stillwell Av station.

The center includes an agent window with OMNY functionality, digital monitors displaying service status updates, MetroCard vending machines, and online kiosks for customers to access MTA websites, according to the agency's news release.

Coney Island-Stillwell Av is one of three Customer Service Centers opening along with Atlantic Av-Barclays Center and 161 St-Yankee Stadium. Twelve additional Customer Service Centers in all five boroughs will be opening throughout 2023.

“It drove me crazy when I found out that many transactions could only be done at the Stone Street facility next to MTA HQ in Lower Manhattan,” said Janno Lieber, MTA CEO. “That may be convenient for MTA staff, but it’s not for our customers. We are determined to bring service closer to riders in every borough and opening the first 15 Customer Service Centers is a big step in that direction.”

The MTA and Transport Workers Union (TWU) Local 100 announced the Customer Service Centers in December.

Customer Service Centers will be staffed by station agents as part of the enhanced role and located within the physical premises of subway stations, either through new build-out spaces or repurposed station booths.

These centers will provide services provided exclusively at 3 Stone Street in Lower Manhattan. The centers will be comprised of repurposed booths and new retail outlets and feature enhanced accessibility, OMNY technology, and a dedicated 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 Reduced-Fare customers, and soon, will provide applications for the Reduced-Fare program.

Additionally, Customer Service Centers will provide information about how to submit complaints, receive updates and information on travel delays, and act as a resource to assist with wayfinding through the transit system.

“Customer Service Centers are a game changer for the more than one million Reduced-Fare customers across New York City,” said Quemuel Arroyo, MTA chief accessibility officer. “As Reduced-Fare riders continue to make the switch to tap-and-go convenience with OMNY, these centers will bring many of the vital, in-person services previously available at 3 Stone St and Mobile Sales Vans to more neighborhoods where customers live in and travel to.”