MTA Expands Live ASL Service Across NYC Subway
MTA expands live ASL interpretation to all 30 subway service centers after pilot
MTA Adds Live ASL Service at 30 Subway Stations
Deaf and hard-of-hearing riders can now access live American Sign Language interpretation at all 30 MTA Customer Service Centers, plus Metro-North and Long Island Rail Road stations. The transit agency expanded its Convo pilot program after it facilitated 425 calls totaling over 1,750 minutes since launching in February 2025. Riders scan a QR code to connect instantly with ASL interpreters who help them communicate with station staff about fares, navigation, and service updates.
Context
The expansion addresses a critical accessibility gap for the estimated 11 million Americans who are Deaf or hard of hearing, many of whom rely on ASL as their primary language. Transit agencies nationwide have struggled to provide real-time communication assistance at unstaffed stations and service windows. The MTA's approach uses video relay technology that's become standard in healthcare and government services but remains rare in public transportation. Quemuel Arroyo, MTA Chief Accessibility Officer, said ensuring easy communication for Deaf and hard-of-hearing riders is crucial to making the transit system accessible.
Details
The free service proved most popular at 3 Stone Street and Penn Station, where riders primarily sought navigation help and assistance enrolling in Reduced Fare OMNY, according to MTA data. Users reported enhanced personal connections with transit staff, reduced service interaction times, and more natural conversations compared to written communication. Amanda Montgomery, CEO of Convo, said the service was designed to make connecting with transit staff effortless through simple QR code scanning. The program's also available at Mobile Sales Operations buses and vans that travel to communities throughout the service area.
Timeline
The pilot launched in February 2025 at select locations before expanding systemwide. The expanded program will run through at least Spring 2027, giving the MTA two years to evaluate usage patterns and rider feedback. Officials didn't specify whether the service will become permanent after the pilot period ends, though early adoption rates suggest strong demand for the accessibility feature.
Impact
Riders who are Deaf or hard of hearing can now get immediate assistance at any subway Customer Service Center and major commuter rail stations without needing to write notes or use intermediaries. The service handles questions about service changes, payment options, and trip planning in real time. Customers can submit feedback through the MTA's Customer Feedback Form or by emailing accessibility@mtahq.org. Moovit provides real-time transit updates and accessible trip planning for MTA subway, bus, Metro-North, and LIRR services throughout the New York region.
