NY Transit Tap-and-Go System Faces Rider Backlash
Over 70 Percent Report Issues as MetroCard Phase-Out Looms
New York City commuters are struggling with the MTA’s new OMNY fare system, with a recent study indicating widespread dissatisfaction just as the MetroCard’s final days approach.
Widespread System Glitches Plague Riders
A survey by the Permanent Citizens Advisory Committee (PCAC) found that a significant 74 percent of riders have encountered problems with OMNY. The study, which polled nearly 400 transit users, highlighted common complaints including OMNY readers failing to register taps (over 40 percent), delayed charges (34 percent), and suspected overcharging (31 percent).
These issues appear to have intensified in early June, following a system update. Social media platforms buzzed with rider frustration, with many sharing experiences of malfunctioning readers and unexpected billing.
“There definitely was a concentration of issues right around beginning of June. We just think that there’s work left to do to get it totally ready for the time when the MetroCard is no longer in service at all.”
—Brian Fritsch, PCAC
MTA Defends OMNY Amid Criticism
The Metropolitan Transportation Authority (MTA) has countered the criticism, asserting that OMNY is widely adopted. MTA’s deputy chief of commercial ventures, Jessie Lazarus, told The New York Times that over 4 million riders use the system daily across all boroughs. She characterized the PCAC study as a “tiny online push poll,” citing internal surveys that show an 84 percent satisfaction rate among subway riders.
Despite the MTA’s claims, some commuters report persistent problems. Bronx resident Mario Arias shared, “Yesterday, I put $20. Today, no work.” Brooklyn’s Keenan Lambert added, “After three days, it’s not working anymore.”
Customer Service Failures Compound Frustration
Beyond technical glitches, the quality of customer support is a major pain point. Nearly 70 percent of riders who filed complaints reported their issues remained unresolved. One rider recounted waiting on hold for an hour before their call was disconnected.
New York City’s transition to OMNY continues, with MetroCard sales officially ceasing this December and OMNY slated to be the sole fare payment method in 2026. While the MTA promises ongoing improvements, including visual balance checks and restored trip histories, many riders may be reluctant to abandon their familiar MetroCards.
The MTA has faced similar technological hurdles in the past; in 2021, a cybersecurity incident compromised the data of thousands of Metro-North and Long Island Rail Road customers, raising concerns about system security and reliability (Reuters, 2021).
