Long Island Rail Road Rider Satisfaction Plummets After Fare Hikes and Ticket Changes
MTA survey reveals a seven-point drop in satisfaction following January's fare increases and altered ticket options.
Commuter satisfaction on the Long Island Rail Road (LIRR) has seen a significant decline, dropping seven points since January to 73%, according to the Metropolitan Transportation Authority's (MTA) own survey. This marks the second decrease in rider satisfaction in three years and the steepest fall since 2023, when it declined by 13%.
The dip in satisfaction appears linked to recent changes implemented by the MTA, including fare hikes, the elimination of certain ticket options, and new surcharges for activating tickets after boarding. Riders have expressed frustration with these alterations, citing increased costs and reduced flexibility.
Key changes that have drawn criticism include the discontinuation of the 10-trip ticket package, which previously offered a 15% discount for off-peak travel and a 60-day validity period. Riders now have the option of weekly or monthly passes only, with no provision for carrying over unused rides.
Round-trip tickets have also been replaced by day passes. However, both one-way tickets and day passes are now only valid until 4 a.m. the day after activation, a change that inconveniences commuters with late work shifts. The new $8 penalty for activating mobile tickets after boarding the train has also been a particular point of contention.
These changes come on top of an 8% increase in ticket prices and a 4.5% hike for monthly passes, with an additional 4% increase scheduled for March 2027.
An MTA spokesperson suggested that the satisfaction statistics reflect riders adjusting to the changes in fare collection, asserting that these adjustments are leading to higher collection rates and improved efficiency for conductors. The agency also stated that ridership is up and on-time performance is at a high level.
However, many riders disagree with this assessment. One commuter, who asked to be identified only as Jeremy, commented, "The new rules are annoying — [the MTA] gets me from location A to location B without many issues, that’s about it." Another rider, Dave, a union sheet metal worker, called the changes "bulls-t," stating there is "no benefit for the rider with this." He explained that the elimination of the 10-trip ticket has resulted in hundreds of dollars in extra fares for him and others, particularly those with irregular schedules like his overnight shift, as weekly or monthly passes would be more expensive than his current usage. Dave also noted that the expiration of day passes by the next morning forces him to purchase two one-way tickets when working late shifts.