NEW YORK (WCBS 880) – The MTA announced Tuesday that subway booth agents will leave their booths for the first time since the pandemic began--and also take on their new role of mainly operating outside booths to assist riders.
“Our station agents who have been in those booths in our stations for many decades are coming out of the booth this Thursday,” said Richard Davey, NYC Transit President. “So for the very first time, our agents’ primary responsibilities will be to provide customer service outside of their booths.”
The MTA and TWU Local 100 announced this new role for station agents in December of last year.
In preparation for this role, station agents have received training on enhanced customer service and OMNY equipment, according to MTA representatives.
“Today is yet another day of progress as we improve the customer experience and deliver faster, cleaner, and safer service,” Davey said.
The MTA also announced the opening of three additional customer service centers in the subway. They will be located at Fulton St. in Manhattan, Myrtle-Wyckoff Ave. in Brooklyn, and 74 St.-Jackson Heights-Roosevelt Ave. in Queens.
There are now a total of nine customer service centers around the city, with plans for six additional centers to open by the end of the year.
Station agents will help customers complete transactions that they used to have to go to MTA headquarters to complete. This will also help New Yorkers in navigating the train system.
“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.”
As for the booths, agents will continue to use them for administrative duties.
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