OMNY guidance and information, including conversion and use.Enhanced customer service during service disruptions and major planned changes.Assistance for customers with disabilities and seniors.Wayfinding throughout the transit system.Starting this week, the enhanced station agent role will provide customer support outside of station booths through: In preparation for the enhanced role, station agents are receiving training on enhanced customer service and OMNY equipment. In December, the MTA and TWU Local 100 announced the future role of station agents to enhance the customer experience, by performing duties outside of booths. For the first time in three years since the onset of the COVID-19 pandemic, station agents will begin assisting riders outside of station booths by helping customers wherever they are located, answering questions and providing directional support, walking around mezzanines, turnstile areas and platforms, helping customers at fare machines, monitoring safety and cleanliness on platforms and across station areas and reporting issues as they arise in a timely manner. The Metropolitan Transportation Authority (MTA) New York City Transit (NYC Transit) will further enhance customer service as subway station agents begin to support customers outside of station booths.

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