MTA unveils new fare gate upgrade and customer service centre

Posted: 12 December 2023 | | No comments yet

MTA’s innovative fare gates promise a heightened customer experience, facilitating smooth entry for all passengers, complemented by a customer service centre dedicated to personalised assistance.

MTA unveils new fare gate upgrade and customer service centre

Credit: Metropolitan Transportation Authority

The Metropolitan Transportation Authority (MTA) has announced that it has introduced a ground-breaking change at the Sutphin Boulevard–Archer Avenue–JFK Airport Station in Jamaica, Queens, by replacing low turnstile fare arrays with innovative wide-aisle fare gates. This move aligns with MTA’s commitment to revamp fare systems in the subway, emphasising accessibility and station improvement.

The modern fare gates replace the emergency exit gate, a primary contributor to subway fare evasion. Designed with wide aisles, these gates facilitate seamless entry for passengers with prams, wheelchairs and luggage, prompting MTA to consider expanding this technology to other stations.

Following a successful trial at the Atlantic Av-Barclays Center subway station in March 2023, this marks the first comprehensive deployment of new fare gates in the subway system. In addition to wide-aisle gates, four traditional turnstiles have been strategically placed to enhance customer flow. All the new fare gates are also equipped with OMNY, MTA’s tap-and-go fare collection system.

Simultaneously, MTA has announced the inauguration of the 14th customer service centre in the subway system at the same station. These centres, now located directly in customers’ home boroughs, offer a range of services, including assistance with transitioning to OMNY, signing up for Reduced-Fare and addressing general concerns. New lighting, branded wrapping and canopies contribute to a more welcoming visual presentation. Another centre is expected to open before 2023 concludes.

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“New York City Transit’s North Star is improving the customer experience, and we are doing just that at Sutphin Blvd by introducing new, easier to access, fare gates and by opening our 14th customer service centre,” said NYC Transit President Richard Davey. “Customers travelling to and from JFK with their luggage, commuters transferring from the LIRR at Jamaica and local commuters can look forward to faster, more accessible journeys, and a more welcoming station environment.”

“With a direct link to the AirTrain the Sutphin Boulevard – Archer Av – JFK Airport subway station is often visitors’ first introduction to New York, making it a perfect spot for a new customer service centre and wide aisle fare gates,” said MTA Acting Chief Customer Officer Shanifah Rieara.

“It’s exciting to see the first full fare array of wide aisle gates in our system, another step in our efforts to make our stations more accessible for all riders including those with mobility devices, strollers and luggage,” said MTA Chief Accessibility Officer and Senior Advisor Quemuel Arroyo. “These gates also help combat fare evasion, not just making it harder to skip the fare but easier for customers who want to do the right thing to pay their fare, easily and seamlessly.”