Service Centers Open at Subway Stations – NBC New York (47)

NEW YORK — Users of the subway he will soon be able to visit fifteen customer service centers located at different subway stations in New York City that will provide additional support on issues such as using the OMNY payment system and help obtain reduced fares, the MTA announced Wednesday.

Six of these centers will open at Metro stations by early 2023, and a further nine stations are expected to have the centers operational later that year.

“Customer service centers will be a game-changer for subway riders,” said Richard Davey, president of New York City Transit. “By bringing full-service customer service directly to stations, we’re making it easier than ever for customers to get the support they need, from switching to the OMNY payment system to enrolling in the reduced-fare program. Customer Service Centers embody our commitment to north star with customer experience New York Transit”.

Customer Service Center model builds on Metropolitan Transport Authority (MTA) and Transport Workers Union (TWU) announcement of enhanced station agent role, with station agents supporting customer needs through out-of-office work .

The customer service centers will be operated by station agents as part of the enhanced function and will be located within the physical premises of the Tube stations. Here the services that historically the MTA provided exclusively in will be provided Via Pietra 3 in Lower Manhattan. The centers will consist of repurposed booths and new retail outlets and will feature improved accessibility, OMNY technology and a dedicated, more user-friendly visual presentation through new lights, branded siding and canopies.

What will the centers offer?

• Station agents working in customer service centers will be able to help customers switch to OMNY, including helping low-fare MetroCard customers switch to OMNY and providing applications to first-time low-fare customers.
• In addition, Customer Service Centers will provide customers with information on how to file complaints and receive updates and information on travel delays.
• Customer service centers will also be available to help customers navigate their way through the public transit system.
• Agents working in customer service centers will receive specific training on OMNY equipment and all specific customer service functions that the centers will provide.

What are the opening hours of the centres?

Customer Service Centers will have station agents 24 hours a day, 7 days a week.

Where will the centers be located and when will they open?

The first six planned customer service centers will open in early 2023 at the following Metro stations:

The second wave of nine customer service centers will be rolled out during 2023 at the following Metro stations: