The program, called Convo Access, is a mobile smartphone and web-based application that allows users to scan a QR code, connect with a live interpreter and chat with an MTA employee about service changes, payment, or anything regarding their journey, according to the agency.
The pilot is free to use for all customers and was initially deployed at Penn Station, Times Square, and Port Authority, achieving a 94% activation rate, with users reporting “enhanced personal connections and more natural interactions with transit staff,” MTA noted. The deployment follows a successful initial Transit Tech Lab proof of concept. The Transit Tech Lab is a public-private initiative created by the MTA and the Partnership Fund for New York City to make New York transit “more accessible, responsive, and efficient.”
Convo Access will be available at the following locations:
- New York City Transit (NYCT) Customer Service Centers – 161st Street-Yankee Stadium (B, D, 4); Atlantic Avenue-Barclays Center (B, D, N, Q, R, 2, 3, 4, 5); Times Square-42nd Street (N, Q, R, W, 1, 2, 3, 7); Jackson Heights-Roosevelt Avenue (E, F, R, 7); and St. George (Staten Island Railway).
- Long Island Rail Road (LIRR) – Atlantic Terminal, Babylon, Grand Central Madison, Jamaica, Penn Station, and Ronkonkoma.
- Metro-North Railroad (MNR) – Grand Central Terminal and White Plains.
- Additional Locations – Mobile Sales Operations (buses and vans), 3 Stone Street.
The Convo Access Pilot will run through at least November 2025. Users can submit questions or feedback through the Customer Feedback Form or email accessibility@mtahq.org.
In 2023, the MTA and the Transit Tech Lab introduced NaviLens and NaviLens GO, free smartphone apps that translate visual information into accessible formats. When users scan a NaviLens code in a subway station or at a bus stop, the app will read out information like train or bus arrival times, real-time elevator status, and information about in-station features to transform how blind and low-vision riders use the transit system.
“Delivering a solution for customers who are deaf or hard of hearing to have direct communications with MTA employees is a great enhancement to the customer experience,” said MTA Chief Accessibility Officer Quemuel Arroyo. “This pilot is going to redefine how we engage with our customers and allow us to explore new best practices ensuring equal access for all our customers throughout the MTA.”
“For the Deaf and hard-of-hearing community, real-time access to information is critical for a seamless and independent transit experience. The MTA’s Convo Access pilot is a groundbreaking step toward ensuring that all riders have equal access to transit services,” said NYC Mayor’s Office for People with Disabilities Commissioner Christina Curry. “NYC MOPD commends the MTA and its partners for leveraging innovative technology to enhance accessibility, and we look forward to seeing the positive impact this initiative will have on the daily lives of New Yorkers.”
