Hugo Zamora Named Czar to Oversee Customer Service on Project
Streamlined Shuttle Bus Service Making All G stops
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The Metropolitan Transportation Authority (MTA) today announced a multi-faceted service replacement plan to support train customers while the line receives critical signal upgrades this summer. The MTA is making major investments that will dramatically improve service by replacing 90-year-old signals with Communications-Based Train Control (CBTC). To complete this work safely and as quickly and efficiently as possible, there will be phased 24/7 outages on the for nine and a half weeks beginning Friday night, June 28. Extensive shuttle bus service will run in place of train service, with buses stopping at all stations where service is suspended. The MTA has created a comprehensive customer service campaign to keep customers informed about their options for service replacement. In addition, Hugo Zamora has been appointed the project Czar and is tasked with delivering real-time communication to train customers, delivering satisfactory service replacement, and evaluating and adjusting the plan to ensure customers can get where they need to go.
“We’re working hard every day to address critical state of good repair needs and to upgrade the transit system so that it fits the needs of today’s riders,” said MTA Chair and CEO Janno Lieber. “The line serves one of the fastest growing communities in New York City, and we’ve come up with a plan to deliver it better, faster, and cheaper.”
“Replacing 1930s era signals and infrastructure will dramatically improve service reliability for train customers,” said MTA Construction & Development President Jamie Torres-Springer. “A phased outage is the best way to deliver this project in the most cost effective way while also minimizing long-term impacts for riders.”
“Projects like these to upgrade signals and modernize the subway system ensure customers will have faster, cleaner and safer service for many years to come,” said New York City Transit President Richard Davey. “With Hugo overseeing the customer experience, we’ll make sure that affected G train riders can get around seamlessly while this critical work gets done. The team is also making the most out of this window to upgrade stations including two full Re-NEW-vation projects for cleaner and brighter station environments.”
“We understand that this work will have a big impact on train riders, and that’s why we’ve put Hugo Zamora, someone with experience coordinating big service challenges, at the helm,” said New York City Transit Department of Subways Senior Vice President Demetrius Crichlow. “When riders return to the train they will be met with better, more dependable service.”
“I’m committed to ensuring that the 160,000 riders who rely on the train every day, are getting where they need to go as efficiently as possible,” said G Train Czar Hugo Zamora. “With clear customer messaging and reliable shuttle bus service, I’m confident riders will have a minimal impact to their trips.”
“My community is looking forward to a faster train with a more modernized way of functioning,” said Assembly Member Emily Gallagher. “I am so grateful that we have such incredible leadership at the MTA, because they do not give up and they have a vision for the future that they are willing to fight for. Transit is our future, and we need a beautiful, well-run, beloved subway system.”
Signal modernization projects like this one replace aging signal equipment, track, and interlockings to deliver a more reliable ride for customers. The signals on the train date back to when the line originally opened in the 1930s and are a frequent source of service disruptions and delays. This project will upgrade those signals to state of the art Communications-Based Train Control. It will also replace 30 miles of track and more than a dozen switches along the entire G train corridor. It is MTA Construction & Development’s first design-build signal modernization project and will be utilizing innovative design and construction techniques to reduce the project’s cost and impact to customers.
The “ train Czar” builds on the great success of the “Weekend Czar”, who is responsible for coordinating weekend service communications and alerts. Similarly, Mr. Zamora will be overseeing the implementation of the project’s customer communications campaign as well as managing shuttle bus deployment. Hugo started his MTA career as a station cleaner and has quickly grown into other managerial roles at New York City Transit, serving as the central point of coordination for the subway over-night shutdowns during the height of COVID-19.
Extensive signage is posted at stations alerting customers to planned service changes and service alternatives and station agents have been distributing fliers.
Starting at 9:45 p.m. on June 28 to July 5, trains will not operate in either direction between Court Sq and Nassau Av. From 9:45 p.m. July 5 until the morning of August 12, trains will not operate in either direction between Court Sq and Bedford-Nostrand Aves. From 4:45 a.m. August 12 until the morning of September 3 trains will not operate in either direction between Bedford-Nostrand Aves and Church Av. Additional weeknight or weekend changes are also expected during the project. Customers should check MTA.info for the latest information.
To ensure buses are providing reliable and timely alternative service, the MTA worked with the New York City Department of Transportation and NYPD to implement effective strategies. This includes clearing curb spaces for additional bus stops, introducing turn restrictions to reduce traffic along bus routes, and enforcing loading zones to prevent double parking.
Click here to view maps of shuttle bus service. During this time shuttle buses will make all skipped stops and run as below:
Weekdays:
- Every 1 to 4 minutes in the morning, afternoon and evening.
- Every 5 to 10 minutes during late evening and overnight hours.
Saturdays:
- Every 3 to 5 minutes morning, afternoon, and evening.
- Every 5 to 10 minutes during late evening and overnight hours.
Sundays:
- Every 3 to 5 minutes morning, afternoon, and evening.
- Every 6 to 10 minutes during late evening and overnight hours.
Customers are encouraged to sign up for a weekly newsletter to receive the latest information on the G Train Project this summer. The newsletter will keep customers informed on the week’s service changes, convenient travel alternatives, construction updates and more. Click here to sign up.
While the stations are closed during this work, New York City Transit crews will utilize this time to make station upgrades including two Re-NEW-vations at Flushing Av and Greenpoint Av. During Re-NEW-vations, stations receive upgrades including repairs and deep cleanings. All 13 stations along the G affected by this work will receive complete conversions to LED lights to brighten the stations. Stations will also receive deep cleanings including elevators and escalators.
Customers have many options for receiving real-time and planned service change announcements and information, as well as 24/7 customer support in their native language.
mta.info– The definitive source for real-time arrival information and service change information for each line or route in the MTA system. Customers can find current statuses on mta.info and upcoming planned service changes using the lookup tool at mta.info/alerts.
MTA app – Customers who use the comprehensive MTA smartphone app will see real-time train and bus arrival times and other travel information for all MTA services all in one place. The app is available in the Apple Store and in Google Play.
TrainTime app – The MTA’s TrainTime app is the essential companion to navigating the commuter rail system. Customers can plan their trip, purchase tickets, check train status, and chat with customer service, all in one app. The app is available in the Apple Store and in Google Play.
Email & Text Alerts – Customers can sign up for email and SMS alerts tailored to their specific commutes and travel times. They can also sign up for MTA newsletters like The Weekender, a weekly newsletter that covers major weekend planned service changes. Customers can sign up here.
WhatsApp – Riders can chat with NYC Transit via WhatsApp for 24/7 customer assistance. With the help of Google Translate, NYC Transit staff offer real-time customer support in up to 108 languages.
511 – For those who prefer to contact the MTA by telephone, information is available by dialing 511. Those who are deaf or hard of hearing can use their preferred service provider for the free 711 relay to reach the MTA at 511.