Subway station agents will no longer occupy token booths starting Thursday
MTA New York City Transit president Rich Davey announcedon Tuesday. Instead of sitting behind plexiglass in the booths, station agents will adopt a more mobile function, roving their assigned stations to bring assistance to riders, instead of having riders take the initiative to come to the booth themselves.
The station agents will provide on-the-go assistance on navigating the complex subway system, and will also help riders in switching to and using OMNY, the tap-to-pay system replacing the MetroCard. Being on the move will also allow for more timely reporting of issues in stations, like broken digital screens or elevators.
Agents will still have access to the booth, which will remain in place as a break room of sorts that will also include an iPad to communicate issues to higher-ups. The first six customer service centers opened in February, with locations in all five boroughs. Six more are set to open by the end of 2023.
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