Majority NYC Riders Report Issues With MTA OMNY System

New York City's transition from the MetroCard to the OMNY tap-and-go system has faced mixed reactions from riders. While the MTA highlights its surveys showing high satisfaction rates, with over 80% of subway and bus riders expressing approval and a significant increase in OMNY usage to 75% in June 2025, an independent survey by the Permanent Citizens Advisory Committee (PCAC) reveals widespread issues, including 74-75% of respondents experiencing problems such as tap failures and perceived overcharges. Riders also criticize OMNY's lack of real-time feedback and delays in billing, with some reporting difficulties in customer service. The MTA dismisses the PCAC findings as based on a small sample and emphasizes OMNY's convenience and speed compared to the MetroCard. Despite the challenges, many riders appreciate the ease of tapping with phones or credit cards, and the MTA plans to end MetroCard sales by the end of the year while continuing to accept the cards for some months thereafter. The contrast between official MTA data and independent rider feedback underscores ongoing concerns as the city fully shifts to OMNY by 2026.