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Late-night subway snafus just got a little less stressful. The MTA is expanding its 24/7 Customer Service Centers to 15 more stations across New York City, bringing the total to 30 systemwide by early 2026. That means more places where riders can find in-person help at any hour—whether you’re struggling with OMNY, looking to enroll in the Fair Fares program or just need directions after midnight.
The Customer Service Centers, first rolled out in 2022, have become a lifeline for many riders. Located near station entrances or turnstiles, the upgraded booths are repurposed from the old-school token era and decked out with branded wrapping, better lighting and clear signage. Station agents are on hand 24/7 (except at St. George, which operates on weekday hours) to assist with everything from reduced-fare applications to complaints and service updates.
According to the MTA, the expansion comes at a key moment as the agency transitions to OMNY and expands eligibility for citywide fare assistance programs. New York City Transit President Demetrius Crichlow said the move is part of a broader push to make every subway experience a little more pleasant. Riders can expect easier access to information, personalized help and a real human face behind the glass—something that's increasingly rare in modern transit systems.
MTA Chief Customer Officer Shanifah Rieara credited the existing Customer Service Centers with boosting overall rider satisfaction, which is currently at an all-time high. “Our customer service agents are a big part of that accomplishment—bringing critical support to riders when they need it most,” she said.
While the full lineup of 15 new stations hasn’t been revealed yet, the MTA has confirmed that Grand Central, East 180th Street, Rockaway Parkway and Far Rockaway–Mott Avenue are among the first to receive the upgraded service. The rest will be announced in the coming months.
For anyone who’s ever stood on a platform wondering where to turn, help is on the way—and soon, you won’t need to check the time before asking.