Penn Station. Photo: Marc A. Hermann / MTA
New Customer Service Centers Now Open at 34 St-Penn Station, Flushing-Main Street, and St. George
Customer Service Centers Located in All Five Boroughs
Metropolitan Transportation Authority (MTA) New York City Transit today opened three new Customer Service Centers in the subway system, bringing the total number of stations with Customer Service Centers to six. Centers are now open at 34 St-Penn Station 1, 2, 3, Flushing-Main St 7, and St. George SIR. All three centers are repurposed station booths and feature enhanced lighting, canopy, and wrapped signage to create a more inviting and welcoming customer environment.
“2023 will be a groundbreaking year for customer service at New York City Transit,” said NYC Transit President Richard Davey. “Our North Star commitment to customer satisfaction means bringing the services and support that riders need most to the stations they actually use, and starting today, customers in all five boroughs will benefit from enhanced service available at Customer Service Centers.”
“Customers in Queens and Staten Island will see the benefits of new, dedicated Customer Service Centers in all five boroughs as we continue to expand these facilities across the subway,” said MTA Acting Chief Customer Officer Shanifah Rieara. “By the end of 2023, these centers will be open in 15 stations, bringing critical support to customers, especially as we continue to encourage them to take advantage of OMNY’s tap-and-go convenience.”
On Feb. 7, the MTA opened its first three Customer Service Centers at Stillwell Av-Coney Island, 161 St-Yankee Stadium, and Atlantic Av-Barclays Center. New York City Transit plans to open nine more Customer Service Centers in targeted, high-traffic subway stations by the end of 2023 at the following stations:
- Fulton St: 2, 3, 4, 5, A, C, J, Z
- Myrtle–Wyckoff Avs: L, M
- 74 St–Jackson Heights–Roosevelt Av: 7, E, F, M, R
- E 180 St: 2, 5
- 125 St: 4, 5, 6
- Fordham Rd: 4
- Times Square–42 St: 1, 2, 3, 7, N, Q, R, W, S
- Sutphin Blvd–Archer Av–JFK Airport: E, J, Z
- 168 St: 1, A, C
Customer Service Centers will feature services historically provided by the MTA exclusively at 3 Stone Street in lower Manhattan in the neighborhoods where riders live. The centers will comprise of repurposed booths and new 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 will be able to 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 will provide customers with information about how to submit complaints and receive updates and information on travel delays. Customer Service Centers will also be available to assist customers with wayfinding through the transit system. Agents working at Customer Service Centers will receive dedicated training on OMNY equipment and all dedicated customer service functions the centers will provide. Customer Service Centers will be staffed by station agents 24/7.
“I commend the MTA for opening new Customer Service Centers all over the city,” said Representative Jerrold Nadler. “The new Customer Service Center at 34th Street–Penn Station in the heart of midtown Manhattan will allow my Manhattan constituents and commuters to obtain help with reduced fare assistance while also learning about how to make the switch to the tap-and-go convenience of the new OMNY fare system.”
“Affordable and accessible public transportation is extremely important for the daily routine of hundreds of thousands of New Yorkers and all who visit and do business in our great city,” said Representative Ritchie Torres. “I’m glad to see the MTA continue to open additional Customer Service Centers to help connect busy commuters to vital transit-related resources and services, and that some of the first centers are being prioritized for communities most in need of public transit. The new centers should make it a lot more convenient and easier to interact with the MTA and hopefully greatly improve the customer experience.”
“Public transit is the lifeblood of our city, and I applaud the steps the MTA is taking today to ensure it is as accessible and easy-to-use as possible for all New Yorkers,” said State Senator Andrew Gounardes. “The additional installation of Customer Service Centers throughout the system will improve straphangers’ lives for the better on a daily basis, and I look forward to continued work with the MTA on this project.”
“The MTA station at 34th Street-Penn Station is leveling up with the new addition of a Customer Service Center,” said State Senator Brad Hoylman-Sigal. “I am thrilled that the station at the largest transit hub in the world will soon be equipped with enhanced accessibility, OMNY technology, and modernized design. The MTA is bringing more service to their customers, and I hope this is just the beginning for revamped stations in my district.”
“Subway construction at Flushing-Main Street, while necessary to improve access, has made commuting at this busy station even more complicated than usual, so this new Customer Service Center will be a welcome relief for straphangers who may need additional assistance,” said State Senator John Liu. “In order to truly improve the rider experience for all New Yorkers, the MTA must continue to make every effort to keep all trains on track and on time by both upgrading our outdated infrastructure as well as improving customer satisfaction.”
“This new MTA Customer Service Center in St. George will be a great resource to Staten Islanders, who will now have access to station agents, delay information, and more,” said State Senator Jessica Scarcella-Spanton. “I am so glad my constituents have a local MTA Customer Service Center to utilize.”
“Thrilled to have the MTA bring the revamped Customer Service Center to St. George,” said Assembly Member Charles Fall. “Our residents can finally make necessary transactions without waiting to get to lower Manhattan. I want to thank MTA Chair & CEO Janno Lieber, NYC Transit President Richard Davey and MTA Acting Chief Customer Officer Shanifah Rieara for working to secure this win for the residents of Staten Island. The Customer Service Center will be staffed by station agents 24 hours a day, seven days a week, allowing transit to be more convenient and accessible for every customer.”
“This is a wonderful and much-needed development for an incredibly busy and iconic transit hub like Flushing,” said Assembly Member Ron Kim. “Having a dedicated service center for our diverse and growing neighborhoods is essential, and I would like to thank the MTA for recognizing the transportation needs of our district by bringing this center to our community.”
“Navigating our city’s mass transit system can sometimes be confusing, so riders need to have places to go where knowledgeable MTA employees can help them with directions and address their other customer service needs,” said Queens Borough President Donovan Richards Jr. “The Customer Service Centers being opened in our subway system are intended to be those places and should do a great deal to help make our transit system more user-friendly. I’m glad three of these centers will be open in Queens before the end of this year, and I encourage riders to take full advantage of the services these centers will be offering.”
“Thousands of Staten Islanders commute through the St. George Terminal each day,” said Staten Island Borough President Vito J. Fossella. “We are glad to see this dedicated Customer Service Center open on Staten Island as a convenience for our commuters to receive in-person services around the clock, instead of having to travel into Manhattan. This is a helpful way for the MTA to expand information access to our commuters who rely on their services daily.”
“We are grateful for the MTA’s commitment to prioritizing fairness and equity with the opening of a new Customer Service Center at the Bronx’s 161st street Yankee Stadium stop,” said Bronx Borough President Vanessa L. Gibson. “Already a major destination for many commuters, we appreciate the vital support and information the facility will provide those who live and work in the Borough. I want to thank CEO of the MTA Janno Lieber and his entire team for not just this facility, but for two additional structures scheduled to come to the Borough by the end of the year.”
“I am happy to hear that the MTA will open a customer service center at the St. George Station,” said New York City Council Member David Carr. “It is important that Staten Islanders will have 24/7 assistance by station agents and have better assistance related to OMNY and transit benefits available to seniors and students. I thank NYCT President Richard Davey for this step forward in their service operation.”
“I’m thrilled to see the MTA taking steps to improve customer service with the opening of these new Customer Service Centers,” said New York City Council Member Kamillah Hanks. “By providing enhanced accessibility, OMNY technology, and dedicated customer service agents, customers will have an easier time navigating the transit system and getting the help they need. I look forward to the opening of the new center at the St. George SIR station and the positive impact it will have on Staten Island commuters.”
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