New Yorkers are pros at adapting\u2014pizza on the go, walking faster than most people jog\u2014but the city\u2019s transition to OMNY, the MTA\u2019s tap-and-go fare system, has been anything but smooth. A new study reveals that a whopping 74-percent of riders are experiencing issues with the system, which is set to fully replace the MetroCard by year\u2019s end.<\/p>\n
The survey, conducted by the Permanent Citizens Advisory Committee (PCAC), polled nearly 400 subway, bus and commuter rail riders. Among the most common complaints? More than 40-percent said the OMNY readers didn\u2019t register their tap, 34-percent cited delayed charges and 31-percent believed they were flat-out overcharged.<\/p>\n
RECOMMENDED: MTA subway and buses won\u2019t see a fare hike this summer\u2014for now<\/a><\/strong><\/p>\n And if you thought it was just your phone acting up, you’re not alone\u2014glitches peaked in early June following a system update. TikTok and Reddit lit up with frustrated riders comparing horror stories and accusing OMNY of taking them for an unexpected ride.<\/p>\n \u201cThere definitely was a concentration of issues right around beginning of June,\u201d said Brian Fritsch of the PCAC. \u201cWe just think that there\u2019s work left to do to get it totally ready for the time when the MetroCard is no longer in service at all.\u201d<\/p>\n The MTA, for its part, is pushing back. \u201cEvery day more than 4 million riders choose to tap to pay for travel in every borough, bus stop and subway station,\u201d Jessie Lazarus, MTA\u2019s deputy chief of commercial ventures, told the New York Times<\/a>. She dismissed the PCAC study to CBS News<\/a> as a \u201ctiny online push poll\u201d and pointed to internal surveys showing 84-percent of subway riders are satisfied with OMNY.<\/p>\n Still, some riders say they\u2019re not feeling the love. Bronx commuter Mario Arias told CBS, \u201cYesterday, I put $20. Today, no work.\u201d Brooklyn resident Keenan Lambert added, \u201cAfter three days, it\u2019s not working anymore.\u201d<\/p>\n Beyond failed taps and billing confusion, the real sticking point may be the quality of customer service. Nearly 70-percent of those who filed complaints said their issues weren\u2019t resolved. One rider reported waiting on hold for an hour, only to have the call dropped.<\/p>\n