Where can I complain about subway, bus, or rail services of Metropolitan Transportation Authority (MTA) in New York?

Transportation
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To file travel complaints with the Metropolitan Transportation Authority (MTA) in New York (NY) City such as subways, trains, rapid metro transit, NYCTSubway, NYCTBus, bus Service routes, or MTA transit services (railroad, Metro-North Railroad, or Long Island Rail Road), you can use the following contact methods and steps:

MTA subway, bus, rail support in New York
MTA subway, bus, rail support in New York1081×720 83.4 KB

MTA Hotline:

  • Hotline: For any unsafe or threatening situations, immediately call 911 / 212-878-1001 (MTA police non-emergency) to notify MTA personnel or for queries related to OMNY payments and transactions, call 877-789-6669.

  • Customer Service: Dial 511 for all MTA services. Call the hotline at 877-323-7433 for MetroCard (balance protection, reduced fare, asyPay, claim filing, and tracking). In case of Access-a-Ride Paratransit, contact at 877-337-2017.

  • WhatsApp: For 24/7 customer service, text the MTA on WhatsApp at +1646-628-6743.

  • Email: For other questions about OMNY, use the provided email contact on the MTA website.

You can use the self-service feedback tool to report problems, get help, make suggestions, or commend employees. Access this tool through the MTA’s online reporting system.

:person_tipping_hand:t5: Note: LIRR and Metro-North customers can use the live chat feature in the TrainTime app for assistance with ticketing and train arrivals.

For complaints related to Lost & Found claims with NYC Transit, MTA Long Island Rail Road or Metro-North Railroad, visit the “Lost & Found” section.

Steps to File a Complaint Online:

  • Visit the MTA website (new.mta.info).
  • Navigate to the contact us page.
  • Navigate to MTA’s “online reporting system” to open the online complaint form.
  • Select the appropriate category for your complaint.
  • Fill in the required details about the incident or issue with the metro/bus route, ticket number, and other transit details.
  • Submit your report, which will be directed to the relevant department.

MTA city transit complaint form.pdf (38.7 KB)

Finally, note down the reference/ticket ID to track the status of your complaint. You can also use the MTA mobile app to access online booking services and lodge a complaint.

Escalation to Service Head:

If your issue is not resolved satisfactorily, you can escalate it by contacting higher authorities within the MTA, whose contact details are typically provided on the MTA website or through customer service channels. Ensure to keep a record of all previous communications for reference during the escalation process.

  • Address: Customer Service Center, MTA New York City Transit, Richard Davey, President, 2 Broadway, New York, NY 10004.

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