Long Island Rail Road [LIRR]
Reviews and Complaints

Dear MTA Customer Service,

I hope this email finds you well. I am writing to express my deep disappointment and concern regarding the unprofessional behavior displayed by two of your employees at one of your ticket booths today. The incident left me feeling upset, disrespected, and questioning the quality of service provided by the MTA.

Upon arriving at the ticket booth, I noticed that an employee placed a sign stating that one of the windows was closed. The sign was not there before I got on line. As I proceeded to the other window to purchase a city ticket to Jamaica, I encountered an employee who initially hesitated to sell me the ticket. She informed me that there was only one more off-peak train departing to Jamaica and expressed doubts about whether I would make it in time. I politely explained that the last train was scheduled to leave in six minutes, specifically the 4:04pm train to Hempstead, which was conveniently close to the ticket booth. However, instead of considering my explanation, she interrupted me and displayed a hostile attitude throughout our interaction.

As a customer, I found this behavior to be highly unprofessional and unwarranted. I always strive to treat service personnel with respect and courtesy, but I believe it is equally important to receive the same level of professionalism in return. Unfortunately, this was not the case during my recent encounter, and I am deeply disappointed by the employee's conduct.

Furthermore, I would like to address the issue of my device being blocked. While I understand the importance of ticket activation before boarding the train, I would like to highlight that I have been a regular user of the MTA services, frequently purchasing tickets on my phone. However, due to unforeseen circumstances, I sometimes find myself rushing to the train platform, which results in activating my ticket after the train has already departed. Blocking my device seems excessive, especially considering the frequency with which I purchase tickets (approximately 20 tickets biweekly).

The incident with the employee at the ticket booth could have been avoided if my device had not been blocked. By preventing me from signing in and accessing the remaining pre-purchased peak tickets on my account or purchasing a city ticket, the situation was exacerbated, leading to unnecessary frustration and a negative experience.

I kindly request that you take appropriate action regarding this matter. It is my hope that the MTA places emphasis on training employees in customer service skills, ensuring that incidents like this do not occur in the future. Additionally, I would appreciate it if you could reconsider the blocking of my device, taking into account my previous purchasing history and understanding that sometimes passengers make it onto the train(s) with seconds to spare.

I believe that by addressing these concerns, the MTA can maintain a high standard of customer service and improve the overall experience for passengers. Thank you for your attention to this matter. I look forward to your prompt response.

Sincerely,

Amiri Anderson

Hello,

Have lived at 73-44 Austin St for many years.

Every few years a track becomes noisy and clatters loudly.

When I and my many apartment neighbors complain it can take weeks to receive a reply and often the exact spot is overlooked OR is very hard to find.

Then we get a form letter saying the track was inspected and is safe.

But the noise remains and another complaint(s) made which turns weeks into months.

This time, please AUDIBLY listen for the noise as well as make a visual inspection.

It could be a broken or loose tie or a defective rail, easy to hear and thus locate.

The location is right outside the back of building approximately 500 ft East of Ascan Ave on one side and almost in line with 73rd Road.

If possible, after repair make another audio inspection.

From all of us, thank you.

Robert Pollack

[protected]

[protected]@aol.com

I was sitting on the train today 5/10/2023 at the LIRR train #7074 toward Port Washington, boarded at Penn at 3:17pm. I was overhearing a rider on the same cart as me. From what I heard, the rider said that she was running late and was not able to buy a ticket. She then asked the conductor to please purchase a ticket. He said “that’s not my problem.” He then sold her a ticket. The rider got upset because the fair was high and he did not let her know how much it would be. He kept saying it “was not his problem” and told her “let this be a lesson”. This is not how you speak to people that are paying for your services. It is heartbreaking to speak to people like they are not human. This could have happened to me, anyone as a rider. We are all human and sometimes we run late. I saw his hat and number as he was walking down the aisle. (Conductor #364) Please do better with your customer service and treat people like they are human.

Since construction was done on tracks at Northport RR Station the PA system volume is unbearably loud to those of us who live on 10th Avenue, across the parking lot and street. The announcements are heard in our homes when windows are open or when we are outside on porches and decks. The volume was never this loud. Please reduce the volume. Thank you!

Someone needs to work on the schedule for the Port Washington line. It is a disaster trying to leave Penn Station from 511 p.m. - 552 pm. Most people work till 5 pm and can not make the 507 or 510 trains. The next train, the 529 is a waste of time. it turns a 26 minute trip to great neck into a 49 minute trip, whoever though of that should voluntarily resign. No one takes the 529 ever.

The next train is 552 pm and is so overcrowded every night that you lose money, the conductors can not walk through to ask for tickets. it is time to get this right. Please make the 529 an express train to fix the problem.

On April 26, 2023, the LIRR train which was supposed to leave Far Rockaway at 8:04AM was early. That means that by the time I got to the platform, the train was gone. Because of this my schdule for the day was disrupted, and I was late for a morning appointment. I demand compensation! My expense on the train would have been $12.50 to Atlantic Terminal, plus $6.25 for my return trip (I am a senior citizen, and I would have been travelling back at off peak time), plus $5.50 for round trip subway fare to and from my ultimate destination. The next train would not have left for another hour, so that was not an option. Instead, I had to drive my car to Brooklyn, pay $38.00 for parking, plus gasoline, and general use of my car. This is a difference of $13.75 just in carfare, let alone the embarrassment I experienced by being late for my appointment.

It is completely unfair & a health hazard to ride a train in 40-55 degree weather outside with the air conditioning
Blasting! It is maybe 35 degrees on train
It is a constant problem I bring 2 extra blankets a hat and 2 long sleeve sweaters on and a jacket on top of that
I have wool Sox on and I cannot feel my feet
When ever I ask to turn it off or down
The stewards on train
Say it is only on or off there is no temp control
I do not believe this
And all 10 people in the car I am sitting in are freezing and bundled up
Is this train paid for by the customers …
It should be a safe reasonable temperature consistently on all LiRr trains

Saturday evening=5/22/23-Sunday Morning 5/23/23

Went on 11:30 train from Penn Station to Ronkonkoma after the Ranger Playoff game. We stopped and waited 30 minutes at the Bethpage Station before being told to get off the train during a thunder/lightening storm and downpour of rain. We were instructed to walk down a long platform cross a railroad crossing to board another train headed for Ronkonkoma. There was no communication of why this was happening. The train we exited left us and continued east which was where we were going. The train we were instructed to board left and weent west! Approx 200-250 people on that packed train were stranded, drenched in a storm. After waiting another 20 minutes and no train appearing, I called an UBER which cost me $129 to get home. I have no idea why this happened being there was no communication except to exit the train. I would like a full explanation and why we weren’t able to stay on the train till the other train arrived. This is my 2nd complaint and no response from LIRR. I placed an online complaint such as this one, twitter, and facebook. I have not felt good since that. How could you leave all these people at 1:00 am in a downpour of rain, thunder , and lightening? Please respond

First you have removed the direct train to Atlantic Terminal from Syosset in the morning. So I have to take the 732. Transfer at Jamaica. The train is always late and then I have to literally run from track 1 to 12 to make the transfer. Accident waiting to happen. At the very least the train can be waiting across the platform. Have some courtesy for people who can’t run.

The company called and told me they'd me here in 16 minutes for a 10:49 PM pickup. I waited downstairs for more than a 1/2 hour. I called they said they were coming, another 20 minutes and no one showed up. When I called a third time they said I was a NO SHOW and the driver was there and left. Never happened no one came and I called and they called me a NO SHOW and I had to find my own way home. They lied and never showed up.

Barbara Delin

#1186695

Hello I would like to file a complaint regarding the 7:58am from Lynbrook to Atlantic terminal. This train is always late 5mins everyday Monday to Friday. It arrives at 8:03am.by the time it get to Jamaica station it’s 8:13am. I need to transfer for the grand central train which is on track 1 but I always miss this train due to the fact this 7:58 train is always late. Another question Why does the Atlantic terminal train need to stop on track 3 at Jamaica station? Can it arrive at track 2 instead? Please I hope this can be resolved. I’m usually late to work because of this.

Thank you.

Usually I take 3:33 pm train to Jamaica from East NewYork. But today, 3/6/23, train came two minutes early and departed early. This not only made me wait for another train at 3:53 pm but also made me loose my connecting train.

I will reach home 40 minutes late because the train driver decided to come early and leave early.

Please have at least not have train early. I can understand that it can be few minutes late.

Thank you.

Since the recent changes due to the opening of Grand Central Madison, the service has not been what my money is paying for. I’ve of course had to adjust my schedule, stand while riding and now have to run to catch a train because the connecting train may not wait. I get changes being made to accommodate all, but at what cost? Not only has this increased anxiety and stress, but it also leaves a bitter taste in my mouth about lack of consideration for the disabled ridership too. Let’s make it make sense! We need to consider ALL when making decisions that will affect LIRR riders. I shouldn’t have to catch my breath just trying to make my train on time.

I commute from Massapequa to Atlantic Avenue (Brooklyn). Ever since the changes to the LIRR schedule has started on 2/27/23, in the afternoon when returning home, I have yet (April now) to get a seat from Jamaica to Massapequa. This is every weekday train from Jamaica eastbound on the Babylon branch between 3:59 PM to as late as 5:12 PM.

This change that now mandates everyone going to/from Brooklyn to Babylon to change trains (except West Hempstead) at Jamaica is incredibly unfair to Brooklyn-bound commuters. I experience wait long waits at Jamaica for Babylon trains that are already over-filled with standing room only until the train reaches Merrick or so - and then maybe I can get a seat for 3 stops. I stand for at least 25 minutes each weekday - my penalty for this - is that I am coming from Brooklyn.

I am 65, and this new/latest service is driving me crazy. It is very unfair to the elderly and the handicapped. Please help improve this situation.

I am writing to report an incident that occurred on the Long Island Rail Road cab number 7111 with conductor 6826 on April 5th, 2023, at approximately 9:25 in the morning on a train from Grand Central to Port Washington. I am deeply concerned about the conduct of the conductor towards me during the incident and felt it necessary to bring it to your attention.

During the trip, I requested leniency and time to purchase the ticket while we were going through the tunnel, which the conductor provided. However, the problem arose when we reached Little Neck. He asked me if I was going to get off, to which I replied that my plans had changed and I was now headed to Port Washington. He then told me that it would cost me five dollars and kept harassing me over the five dollars until I finally replied, "give me a chance to buy a ticket!" I could sense him trying to provoke a situation. He even stopped the train, which was the most embarrassing part, and no time did I ever demonstrate that I would not pay or refuse to pay.

He then went back and used his walkie-talkie and told the other conductor, who was holding the train, “well give him a chance”. What did he mean by that? It made me feel small and belittled, and almost insinuated that I had no money. I feel that conductor 6826 was starting to create a scenario. When I began to purchase the ticket, I purchased it from Great Neck to Port Washington as the train was already in motion. When I stood up to show conductor 6826 my ticket from Great Neck to Port Washington, he then began to condescendingly ask me questions as to why I didn't purchase the ticket from Little Neck to Port Washington instead of Great Neck to Port Washington, as if I were to work for the Long Island Rail Road. I told him that I didn't know, and he never advised me beforehand where to buy it from.

His attitude towards me was very visible, and I heard his remarks as I walked away. When I went to ask him for his conductor number, he sarcastically answered, "make sure you get all the details." I write this letter to tell you that the difference between a $3.25 and a $6 difference should not be a reason for mistreatment instead of help or advice. It was embarrassing that he stopped the train off the assumption that I wasn't going to pay, and it seemed like he was ready to cause more of a problem. I am disappointed in the conduct of conductor 6826, and I hope that this situation can be addressed and prevented from happening to anyone else in the future.

Thank you for your attention to this matter.

Sincerely,

Dear LIRR,

I am writing to file a complaint about the behavior of your workers at 3:00am. Last night, I was awoken by loud noise, blaring music, and flashing lights coming from the construction site near my home. Upon investigation, I realized that the workers at the LIRR construction site were responsible for the disturbance.

I understand that construction work can be noisy and disruptive, but it is completely unacceptable for your workers to be making such loud noise, playing music at such a high volume, and using flashing lights in the middle of the night. This kind of behavior not only disturbs the sleep of local residents but also creates a safety hazard for drivers on nearby roads who may be distracted by the lights.

I urge you to take immediate action to address this issue and ensure that your workers are respectful of the needs and rights of the community. Specifically, I would appreciate it if you could enforce stricter rules and regulations on noise levels during late night work hours, and take measures to minimize any unnecessary distractions or disturbances.

Thank you for your attention to this matter, and I look forward to hearing back from you soon.

Regenerate response

I take the new 8:12 am train from Rockville Centre to Grand Central every morning. Although I'm mostly happy with this new service, this train is late every single day. It is supposed to get into GC at 8:48 and is consistently 8-12 minutes late every day. It barely gets into the tunnel by 8:48. It makes too many stops. When is it going to be on time?

For the past couple of weeks now trains approaching the 61st. Street, Woodside station have been blasting their horns all day long, and overnight as well. I don't mind it too much during the day, but in the evening and overnight is not allowing anyone to get much sleep. Doesn't appear to be any track work in this area, as trains are not approaching at a slow pace.

Since the new introduction for Grand Central train my commute is horrible. I travel from Mineola to Penn Station used to take the 5.39 am express train which was great with seats available and very consistent. Now I take the Grand Central to Jamaica and from there I take the Penn Station. The Penn Station train is unfriendly with disrespectful crew members toward the commuters and not waiting for the transfer even though they run on time. Literally the doors get closed in front of your nose without any consideration. People cannot get seats, standing over each other. Can you add more cars? Can you bring back the train? Can you work on a better solution?Please help the commuters that need to go to Penn. It is absolutely painful since this new Grand Central train rolled out. :(

Since the new schedule my commute is horrible. I travel from Wantagh to Penn Station used to take the 7:26am express train which was great seats available and very consistent. Now I take the 7:19am train which is like being in a sardine can. People cannot get seats, standing over each other. Can you add more cars? I think there are only 8 cars maybe 10 not sure at times. The 7:38am train is no better. Please help us south shore commuters that need to go to Penn. It is absolutely painful since this new schedule rolled out. :(