End of an Era: Subway ‘Token Booths’ to Become Obsolete

by YS Gold 

For decades, riders of the New York Subway system could expect to find agents behind the glass booths at most stations. Their primary purpose would be to assist riders in acquiring tokens. As MetroCards became more prevalent, and with that the ability to refill them automatically, the need for these agents became obviated. 

With the coming switchover to OMNY, a contactless system using a smartphone or credit card tap at the turnstiles, the booths are even less relevant, and Tuesday, the MTA announced that the agents will no longer be serving as token booth operators as of Thursday. 

Instead, these agents will serve as on-the-go customers service providers to the subway riders. Being mobile will enable them to spot issues in need repair, reporting them to their superiors, as well as assist riders in navigating the complex New York Subway system.   

The booths will remain in place and turned into a hub for the customer service agents, and, in some instances, customer service centers.