BROOKLYN, NY — Lost MetroCard? OMNY confusion? Six Brooklyn subway stations will soon offer 24/7 help, thanks to new MTA Customer Service Centers.
The new hubs are part of a citywide rollout aimed at helping riders tap into OMNY, sign up for Fair Fares or Reduced-Fare programs, and get real-time support with trip planning, accessibility, and service info.
“We’re making it even easier for customers to get assistance by meeting them where they are with new customer service centers coming to locations throughout the transit system,” NYC Transit President Demetrius Crichlow said. “As we continue to transition to tap-and-ride, customers can easily transfer funds from MetroCards to OMNY at their nearest customer service center where knowledgeable station agents are there to help.”
With these additions, the MTA will operate 30 customer service hubs citywide. The first launched in Coney Island last year, while the latest opened at Grand Central–42nd Street just weeks ago, officials said.
“These centers are a one-stop resource for accessing reduced fare programs, obtaining essential service information, with a focus on customer-friendly design and enhanced ADA accessibility,” NYC Transit Executive Vice President of Subways Bill Amarosa Jr. said. “We’re committed to ensuring that all riders have an easier and more efficient experience navigating the New York City Transit system.”
The centers operate around the clock—except for the Staten Island St. George location—and act as local branches of the MTA’s main office at 3 Stone Street. The agency says these hubs will be set up in renovated booths or retail spots inside stations, featuring better lighting, enhanced accessibility, and updated signage.
Earlier this year, the MTA announced the rollout of these new service centers during a Transit and Bus Committee meeting, coinciding with the ongoing phaseout of MetroCards as the system fully shifts to OMNY.
Station agents at the Customer Service Centers play a key role in helping riders transition to OMNY, including assisting Reduced-Fare MetroCard holders and providing applications to new Reduced-Fare customers.
These centers also offer guidance on filing complaints, provide updates on travel disruptions, and help with navigating the transit system. Agents receive specialized training on OMNY technology and all customer service functions to better support riders, officials said.
In Brooklyn, the six stations set to receive the new customer service hubs are:
36 St. (D, N, R) Broadway Junction (A, C, J, Z, L) Canarsie–Rockaway Pkwy (L) Church Av (B, Q) Flatbush Av–Brooklyn College (2, 5) Jay St.–MetroTech (A, C, F, R)
The MTA says all six centers are expected to open by the end of 2025, though no specific dates have been announced.