MENU
SEARCHThe center includes an agent window with OMNY functionality, digital monitors displaying service status updates.
Twelve additional Customer Service Centers in all five boroughs will be opening throughout 2023.
Photo: Marc A. Hermann/MTA
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.”
New ID requirements for employers and service providers aim to improve data accuracy and oversight for motorcoach and commercial drivers.
Read More →
Maryland to rebid major bridge contract as the Build America Bureau commits $20 million to accelerate project planning and public-private partnerships across 17 states.
Read More →
Deck: In Part 2 of a two-part conversation, AC Transit’s director of maintenance joins co-hosts Alex Roman and Mark Hollenbeck to discuss his maintenance team’s work with various types of vehicle, training, augmented reality, and more.
Read More →
In this Consultant Roundtable, Carmen C. Cham shares insights on how agencies can create spaces that are intuitive, connected and built for long-term impact.
Read More →
The approved contract modification will increase funding for transit security officer services to a total not-to-exceed amount of $32.1 million, ensuring a continued and visible security presence across DART’s buses, trains, stations, and facilities.
Read More →
Under this extension, Keolis will continue to manage and operate fixed-route bus service across the East Valley, serving communities including Tempe, Mesa, Chandler, Scottsdale, the town of Gilbert, parts of Phoenix, and the Gila River Indian Community.
Read More →
The award recognizes the firm’s commitment to advancing women and developing a diverse workforce in an inclusive and collaborative environment.
Read More →
The Red Line Extension Project will provide the Far South Side of Chicago with rapid rail transit for the first time by extending the Red Line by 5.5 miles from 95th Street to 130th Street, including the construction of four new Red Line stations at 103rd, 111th, Michigan, and 130th streets.
Read More →
A year in, ABQ RIDE’s Ambassador Program is proving that a friendly face and local know-how can transform the transit experience.
Read More →
New onboard displays and stop-level screens aim to make transit easier to navigate, especially during disruptions and major events.
Read More →