Just days before the MTA rolls out OMNY as its primary subway fare method, commuters are facing a range of issues that are causing noticeable frustration.
Many riders have reported being charged multiple times for a single tap, struggles with checking their card balances, and have encountered broken recharging machines at various stations.
“Right now, it’s not a good system,” remarked Fannie Brown, 58, as she attempted to board the Q train at 34th St. Herald Square carrying a large suitcase. She was unable to get her OMNY card reissued because three machines were out of order on Friday.
“They really should have stuck with MetroCard; now it feels like it’s too late.”
The Metropolitan Transportation Authority plans to discontinue the swipe system that’s been in place for decades by December 31, so OMNY will be the only fare option for riders in the coming year, whether through a card or a tap-to-ride feature.
Despite transportation officials touting the new technology—claiming that 94% of all passengers have opted for OMNY—riders continue to report issues, particularly being charged multiple times for each use. The MTA has been actively trying to resolve these glitches for several months.
“Honestly, I don’t even know what’s happening with the MTA lately. New maps, this OMNY—it’s confusing when you can’t trust what you’re going to be charged. Shouldn’t we be focusing on fixing the subway stations instead?” Gwen Linden, 54, expressed her concerns amid the holiday travel chaos.
Brown echoed similar sentiments while navigating the crowded Herald Square station. She was frustrated by the failure of OMNY machines to accept cash for her card recharge.
“I find myself going from machine to machine,” she said, pointing to another broken machine.
“It’s really annoying when I tap my card at the turnstile and it doesn’t register. I know I have money on it, but it just says ‘unreadable’ or something like that. Then I have to go to the booth, and the person working just lets me through,” Brown continued.
“This system is definitely not doing well. We would have been better off sticking with MetroCard, but now it feels like we’re too far gone.”
While the issues may not be as severe as outright theft, some riders miss the transparency that MetroCard provided regarding available balances and free transfers when entering stations.
“It’s easier and quicker than MetroCard,” noted Brooklyn resident Sarah Sloan, 76, regarding OMNY. “But I do wish it would show the balance and transfers.”
Shanifa Liara, MTA’s Chief Customer Service Officer, mentioned that the agency is considering features to help riders keep track of their progress toward earning free rides.
Some New Yorkers are simply nostalgic for the reliability of the MetroCard.
“Why did they get rid of the MetroCard? Did people really hate it that much?” wondered Kim Won, 68. “If it isn’t broken, why fix it?”
