NYC Deploys Ambassadors to Guide Queens Bus Redesign
MTA deploys Customer Ambassadors April 19 to assist with Queens bus redesign rollout
MTA Adds Customer Ambassadors for Queens Redesign
Queens bus riders will get hands-on help navigating route changes when the MTA deploys Customer Ambassadors starting April 19. The program returns ahead of the full Queens Bus Network Redesign rollout on August 17, transit officials announced Tuesday. Ambassadors will be stationed throughout the borough to answer questions and help riders adjust to the redesigned network.
Program Supports Major Network Overhaul
The Queens Bus Network Redesign represents the most comprehensive overhaul of bus service in Queens in decades, according to Demetrius Crichlow, Senior Vice President of Buses at New York City Transit. The redesign aims to provide faster, more frequent, and more reliable service across the borough. Phase 1 of the redesign launched in June 2024, affecting 20 routes. The full implementation this August will complete the transformation that's been in planning since 2019, following multiple rounds of community engagement.
Ambassadors to Provide On-Ground Support
Customer Ambassadors will be stationed at key locations throughout Queens to provide information and answer rider questions, though the MTA hasn't disclosed how many ambassadors will be deployed or the specific stations where they'll be positioned. "Our Customer Ambassadors will be on the ground, ready to help riders navigate the new network and answer any questions they may have," said Janno Lieber, MTA Chair and CEO. The program builds on lessons learned from the Phase 1 rollout last year. Officials didn't announce the program's cost or duration beyond the August implementation date.
Changes Take Effect in August
The full Queens Bus Network Redesign takes effect August 17, with Customer Ambassadors deploying four months earlier on April 19 to begin familiarizing riders with upcoming changes. "By relaunching the Customer Ambassador Program, we're ensuring that our riders have direct access to knowledgeable, friendly staff who can help them navigate the changes," said Shanifah Rieara, MTA Chief Customer Officer. The extended deployment period mirrors successful network redesigns in other cities, including Houston's 2015 overhaul that increased ridership 4% despite service hour reductions.
Riders Can Access Real-Time Information
The redesigned network will affect bus routes throughout Queens, building on the 20 routes modified in Phase 1. Queens accounts for a significant portion of NYC Transit's 1.5 million average weekday bus riders. Riders can access real-time bus information and service updates through Moovit, which provides route planning and arrival times for the redesigned Queens bus network. The MTA expects the changes to improve travel times and increase service frequency on major corridors throughout the borough.
