MTA Reviews & Complaints

The Metropolitan Transportation Authority (MTA) operates much of the public transportation network serving New York City and the surrounding region. Its services include New York City subways and buses, the Long Island Rail Road, Metro-North Railroad, Access-A-Ride paratransit, and several bridges and tunnels. Because these services differ, complaints should be directed to the specific MTA agency involved.

Passenger experiences vary considerably. Riders often value the MTA’s extensive network, frequent service, and comparatively affordable subway and bus fares. Common MTA complaints concern delays, unexpected service changes, crowding, cleanliness, accessibility, OMNY charges, lost property, and difficulty obtaining timely customer support.

Positive and negative experiences can differ by subway line, bus route, railroad, station, time of day, and the particular employees involved. Reviews posted on this page reflect individual rider experiences and should not be interpreted as representing every MTA trip or employee.

What Riders Appreciate About the MTA

• Extensive transportation network: Subways and buses connect neighborhoods throughout New York City, while the Long Island Rail Road and Metro-North serve surrounding communities.
• Late-night transportation: The subway operates around the clock, although individual lines and stations may be affected by overnight maintenance or service changes.
• Affordable city transportation: Subway and local bus travel generally costs considerably less than taxis or app-based car services.
• Integrated fare payment: OMNY allows passengers to pay using a contactless bank card, mobile wallet, wearable device, or OMNY Card.
• Real-time travel information: The official MTA and TrainTime apps provide arrival estimates, planned service changes, and customer-support features.

Positive MTA Feedback (+1 to +5 Stars)

• Convenient coverage: Riders often appreciate being able to reach much of New York City without owning a vehicle.
• Frequent service: Many subway and bus routes operate frequently during daytime hours.
• Helpful employees: Positive reviews sometimes recognize bus operators, conductors, station agents, and customer-service representatives who provide useful assistance.
• Simple tap-to-pay system: Riders may find OMNY more convenient than purchasing a separate fare card.
• Regional connections: LIRR and Metro-North provide important commuter connections between New York City and suburban communities.

Negative MTA Feedback (-1 to -5 Stars)

• Delays and service disruptions: Riders report frustration with stalled trains, rerouted lines, skipped stops, bus delays, and last-minute changes.
• Crowding: Trains, buses, and platforms can become crowded during rush hours, major events, and service interruptions.
• Cleanliness concerns: Some reviews describe dirty vehicles, litter, unpleasant odors, pests, or poorly maintained stations.
• Accessibility problems: Elevator outages, station layouts, boarding conditions, and Access-A-Ride delays may create serious difficulties for passengers with disabilities.
• OMNY and fare complaints: Riders sometimes report duplicate charges, incorrect fares, failed taps, card problems, or confusion about fare caps and transfers.
• Customer-service delays: Some passengers say it takes too long to receive a useful response or resolution after filing a complaint.

Subway and Bus Delays

Subway and bus complaints frequently involve long waits, interrupted service, trains operating on different tracks, buses arriving in groups, and inaccurate arrival estimates. Construction, signal problems, disabled trains, police or medical activity, weather, traffic, and planned maintenance can all affect service.

Passengers who need proof of a delayed subway or bus trip for an employer or another organization can submit an official MTA delay-verification request. Include the date, approximate time, route, direction of travel, boarding location, and destination.

OMNY Charges and Fare Complaints

The regular fare is currently $3 for most subway and local, limited, rush, and Select Bus Service trips. Express buses cost $7.25. Riders should confirm current prices on the MTA’s subway and bus fare page.

OMNY fare capping limits full-fare subway and local bus spending to $35 during a rolling seven-day period when the passenger consistently taps the same payment method. A physical bank card and the same card stored in a mobile wallet may be recognized as different payment methods, so switching between them can prevent rides from contributing to the same fare cap.

For questions about incorrect OMNY charges, payment problems, fare caps, or transaction history, call 1-877-789-6669. OMNY assistance is available 24 hours a day. Do not post complete card numbers, account credentials, or payment information in a public review.

Cleanliness, Crowding, and Station Conditions

Complaints may involve litter, spills, broken equipment, station temperature, unpleasant odors, crowding, or conditions inside a particular train or bus. Reports are more useful when they include the station or route, direction, time, and identifying information such as a subway car, railroad car, or bus number.

Accessibility and Access-A-Ride Complaints

Passengers may report elevator outages, inaccessible routes, boarding difficulties, failure to provide reasonable assistance, or problems with Access-A-Ride reservations and pickups. Elevator and escalator availability can change quickly, so riders who require an accessible route should check current conditions before traveling.

For Access-A-Ride assistance within the New York metropolitan area, call 1-877-337-2017. From other areas, call 1-718-393-4999. To submit an Access-A-Ride complaint by telephone, call 1-877-337-2017 and select option 6 during the complaint unit’s operating hours. Additional information is available on the Access-A-Ride contact page.

ADA-related complaints and reasonable-modification requests can be submitted through the MTA’s ADA complaint page.

Lost Property

The MTA maintains separate lost-property processes for subways and buses, the Long Island Rail Road, and Metro-North Railroad. Filing a claim is free. Start through the official MTA Lost and Found page.

If an item was recently lost on the subway, ask the station agent nearest the location where it was lost. Items left on buses may initially be held at the appropriate bus depot before being transferred to Lost and Found. Provide a detailed description without publicly disclosing sensitive identifying or financial information.

• Coverage and availability: The MTA generally provides broader New York City coverage and longer operating hours than most individual private transportation services.
• Cost: Subways and local buses usually cost less than taxis and app-based rides, particularly for solo travelers.
• Travel time: Rail service may be faster than road transportation during heavy traffic, but delays and service changes can make arrival times unpredictable.
• Comfort and privacy: Taxis and car services may provide more personal space, while MTA vehicles can be crowded during peak periods.
• Accessibility: Accessibility depends on the station, route, working equipment, and individual passenger needs. Riders should check current elevator and escalator conditions before traveling.

Have you used an MTA subway, bus, commuter train, or Access-A-Ride service? Share the route, date, location, and details of your experience. You can also upload appropriate photos and explain whether the MTA responded to your complaint.

Please describe your firsthand experience and avoid publishing employee surnames, payment information, medical records, or unverified accusations about identifiable individuals.

Use the Zero Stars rating scale to evaluate your MTA experience:

• 🔴 -5 Stars: Highly dissatisfied
• 🟠 0 Stars: Neutral or no significant impact
• 🟢 +5 Stars: Highly satisfied

Scroll down to leave an MTA rating, review, or complaint.

The MTA is a vital part of transportation in New York City and the surrounding region. Its extensive network, around-the-clock subway operations, and relatively affordable fares make it valuable to millions of passengers. At the same time, complaints about delays, crowding, cleanliness, accessibility, fare charges, and customer service remain important considerations.

Checking official service alerts, using the correct complaint channel, documenting the trip, and retaining a reference number can improve a rider’s chances of receiving a useful response.

ZeroStars.org is an independent review platform and is not affiliated with the Metropolitan Transportation Authority. Reviews and comments represent the experiences and opinions of individual contributors. Fares, schedules, contact information, and service conditions may change; confirm important information directly with the MTA. Contact details and fares checked August 29, 2026.