New York City Transit President Richard Davey and sr. VP of Subways Demetrius Crichlow donned yellow customer service vests and joined subway station agents who began the first day of supporting customers outside of station booths at the Jackson Heights–Roosevelt Av/74 St station in Queens, according to New York MTA's news release.
Station agents are now assisting riders outside of station booths by helping customers wherever they are located, answering questions and providing directional support; walking around mezzanines, turnstile areas, and platforms; helping customers at fare machines; monitoring safety and cleanliness on platforms and across station areas and reporting issues as they arise in a timely manner.
The enhanced station agent role provides customer support outside of station booths through:
Wayfinding throughout the transit system.
Assistance for customers with disabilities and seniors.
Assistance at fare machines.
Enhanced customer service during service disruptions and major planned changes.
OMNY guidance and information, including conversion and use.
Timely reporting of any issues related to customer amenities, including elevators, escalators, digital signage, Help Points, and turnstiles.
Maintenance of a safe and clean customer environment.
Reporting of quality-of-life issues.
