Q4 2018 Customer Commitment

Fall brings a renewed energy to the hustle of New York — a “get it done” spirit. That’s certainly true at NYC Transit. We have a lot on the docket in Q4 to revitalize our aging system from underinvestment, expand service for people with disabilities, and enhance your overall experience.

Make no mistake: We won't accomplish our biggest, most ambitious goals without funding, but we have confidence that elected officials recognize the need and know it’s time to deliver a world-class transit system for the world’s greatest city.

Read below to see the hard work we’re doing in the meantime to restore reliability — and your faith — in our services.

Always moving forward,
Sarah Meyer
Chief Customer Officer, New York City Transit

Photo of new digital screens inside station


What we will deliver
in Q4 2018: October – December


Line drawing of a subway car


  • Prepare to provide the most reliable service possible during the L tunnel reconstruction. This quarter, we’re replacing over 1,500 feet of track in Brooklyn.
  • Finish installation of a state-of-the-art signal system that includes new signals and modernized interlockings (called communications-based train control, or CBTC) on the 7 line, which will allow us to run more reliable service. Much of the equipment being replaced dates back to 1959.
  • Restore service at several stations and platforms that were deteriorating and in need of structural repair:
    • Platforms:
      • Jamaica-bound J, Z: 121 St and 104 St
      • Bronx-bound 1: 215 St
      • Manhattan-bound 1: 238 St
    • Full stations:
      • 23 St (F, M)
      • 28 St (6)
      • 57 St (F)
      • 72 St (B, C)
      • 86 St (B, C)
      • 145 St (3)
      • 174-175 St (B, D)
    • Staircases:
      • Re-open all available staircases at Penn Station
  • Continue to repair some of our most problematic switches, including equipment at Jamaica-Van Wyck and 137 Street-City College, as part of a focused effort to reduce the number of trains delayed.
  • Make targeted improvements at 20 stations, as identified by our new Group Station Managers.

Line drawing of a bus


  • Gather input from Bronx residents in English and Spanish through an online survey and at four community workshops as part of our second borough-wide bus network redesign.
  • Continue to evaluate the newly redesigned Staten Island express bus network and make tweaks to better meet the needs of customers. Q4 brings an entirely new route – the SIM9 serving Eltingville, the Father Capodanno Park & Ride, and Greenwich Village – and more trips on busy routes like the SIM1 and SIM4. Riders on all SIM routes will also get access to real-time seat availability information.
  • Launch Select Bus Service (SBS) on the B82 with our partners at NYC DOT, giving South Brooklynites improved access to six subway lines and faster service through off-board fare payment, all-door boarding, dedicated bus lanes, and more.
  • Introduce technology that gives buses priority at traffic signals to three new routes: the Q52, Q53, and Q5. Transit signal priority technology is implemented by NYC DOT and is already in use at some traffic lights on 12 routes in all five boroughs.

Line drawing of a wheelchair


  • Advance accessibility throughout the subway system: Continue construction on nine elevators and complete accessibility studies at 47 stations, bringing the total to 150 by the year’s end.
  • Expand real-time accessibility information in the MYmta app, including elevator and escalator status and more robust trip planning features for people with disabilities.
  • Publish a new elevator and escalator dashboard that shows detailed availability data systemwide.
  • Release the new MY AAR platform in the MYmta app that will allow Access-A-Ride customers to book trips through a mobile device and view real-time trip status.
  • Survey 10 ADA compliant subway stations for 15 accessibility features as part of a systemwide review to improve overall accessibility. Over time, we will survey all 118 accessible stations.
  • Introduce a new, more customer-friendly, no show and late cancellation policy for Access-A-Ride customers based on feedback we’ve received from the community.

Line drawing of a headset

Customer Service

  • Install PA systems at 15 stations that don’t currently have them, primarily on the F in Brooklyn and the C in upper Manhattan.
  • Launch the Courtesy Pass program so you can get where you need to go on another train or bus when service becomes temporarily unavailable in a subway station.
  • Install customer information screens at 30 more stations, including Court Square on the E, M lines and Nassau on the G, bringing the total number of stations with these state-of-the-art customer service resources to 50.
  • Replace over 50,000 Reduced Fare MetroCards that were previously color coded based on the gender binary with new gender-neutral cards.
  • Continue our Fast Forward community conversation series to gather feedback and discuss solutions. Q4 brings us to Jamaica, Harlem, and the South Bronx.
  • Equip over 700 buses with on-board customer information screens that indicate the next stop and show other service information, bringing our 2018 total to 1,000.
  • Install new countdown clocks on the Second Avenue subway.