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Your Ride Matters

Working to Improve Your Ride

MTA New York City Transit has been working on the railroad – and then some.  With daily ridership near and often exceeding the six million mark, we have been developing ways to increase capacity, speed service and make your riding experience as smooth and dependable as possible.

Focusing on Busy Lines for More Dependable Service

If you ride some of the busier lines in the city – the 6, 7 and F you have no doubt experienced some of what we are trying to accomplish.  While we strive constantly to improve on-time performance, OTP is not what customers actually experience when they are standing on the platform.  Customers want even, dependable service with predictable wait times between trains.  Of the millions who ride every day, few ride a subway line from end to end.  What customers will notice, however, is if the subway schedule calls for a train to arrive every four minutes, then they should have to wait no longer than five.

Implementing New Initiatives to Reduce Delays
Currently, there are several new initiatives underway to help speed service and maintain even spacing between trains.  Your ride matters to us and we have begun making the kinds of changes that will improve your commute to work, school or a shopping trip. 

Adding Platform Controllers
You may have noticed that there is a new team of NYC Transit personnel on many busy rush hour platforms.  They are identifiable by their bright-colored vests and flashlights.  Meet our new Platform Controllers. 

They are specially-trained conductors assigned to busy platforms to help minimize the time the train remains in the station.  In Transit-speak we call it dwell time and the longer a train sits in the station, the fewer trains are able to move past that point.  The Platform Controllers are responsible for assisting train crews maintain schedules by helping customers get on and off train safely, make room for other customers and keep them from interfering either accidently or purposely from interfering with the closing of doors.

Watch our video to learn more about the job of a platform controller.

Targeting Preventive Maintenance
Other things we are doing to improve service reliability include the utilization of a method to allow the recovery of evenly-spaced service in the event that a delay does occur.  By performing more preventative maintenance in problem areas and positioning maintenance crews in critical locations to respond faster to resolve problems, we are taking steps to reduce the number of incidents caused by infrastructure.

Adjusting Service after a Delay
When incidents do happen, particularly during rush hours we may hold back service ahead and behind the problem area.  You may wait longer than you expect as dispatchers work to even out service along the line.  But by readjusting the service and reestablishing even spacing between trains, we can ease overcrowding.  Using this method of holding back trains plays a key role in our ability to restore regular service as rapidly as possible.

Responding More Quickly
Of course, a major goal is correcting the problem as quickly as possible.  To that end we position station maintenance teams at strategic locations around the system so that they can respond to incident locations.  The teams are ready to troubleshoot and correct incidents from broken rails to signal problems to train issues.

You Have Our Pledge
We will respond quickly to provide customers with information concerning alternate routes and means of transportation and make efforts to provide for the comfort of customers experiencing delays. Click here for the complete Customer Pledge. 

Keeping You Informed
We are also working to keep customers informed using a series of different approaches, including the MTA website , On The Go (OTG) travel station kiosks, email and text alerts, social media postings, and planned service change notice posters in station.

Please follow us on twitterContact us via email or call 511.


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