NEW YORK (1010 WINS) — The MTA announced on Wednesday that the agency, along with the Transport Workers Union (TWU) Local 100, will be unveiling several customer service centers at various stations next year.
Designed to provide additional direct customer support in targeted, high-traffic subway stations, the customer service center will also be available to assist riders with using OMNY, reduced-fare support and other services.
“Customer Service Centers will be a game changer for subway riders,” said New York City Transit President Richard Davey. “By bringing full-service customer service right to stations, we are making it easier than ever for customers to receive the support they need, from switching to OMNY to enrolling in the Reduced-Fare program. Customer Service Centers embody our North Star commitment to the customer experience at New York City Transit.”
The centers will debut at six subway stations in early 2023 with nine more stations expected to have centers up and running later in the year.
As part of a plan devised by the MTA together with TWU, the stations will contribute to the new, enhanced station agent role which involves supporting riders needs through work done outside of the booth.
The centers will be made of repurposed booths and new retail outlets. They will also feature enhanced accessibility, OMNY technology, and a more welcoming look with new lighting, branded wrapping, and canopies.
“Riders want customer service and stations that are staffed with people, not just OMNY card vending machines,” said TWU Local 100 Stations Vice President Robert Kelley. “The union wants to preserve and protect our Station Agents’ jobs into the future. These Customer Service Centers help achieve these goals.”
The first six planned Customer Service Centers will open in early 2023 at the following subway stations:
161 St-Yankee Stadium
34 St–Pennsylvania Station
Atlantic Avenue–Barclays Center
St. George: SIR
Coney Island–Stillwell Avenue
Flushing-Main Street
Later in the year, nine more centers will open at the following stations:
Fulton Street
Myrtle–Wyckoff Avenues
74 St–Jackson Heights – Roosevelt Avenue
East 180 St
125th Street (4,5,6 trains)
Fordham Road (4 train)
Times Square–42 Street
Sutphin Blvd–Archer Av–JFK Airport
168 Street
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