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Long Island Rail Road [LIRR]
Long Island Rail Road [LIRR] Customer Service Phone, Email, Contacts

Long Island Rail Road [LIRR]
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1.1 360 Reviews

Long Island Rail Road [LIRR] Complaints Summary

6 Resolved
352 Unresolved
Our verdict: If considering services from Long Island Rail Road [LIRR] with a critical resolution rate, extra caution is advised. Examine detailed customer feedback to understand the severity and nature of unresolved issues. Be prepared for the possibility of unsatisfactory responses and have contingency plans, including seeking assistance from consumer advocacy groups if necessary.
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Long Island Rail Road [LIRR] reviews & complaints 360

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T
10:51 am EST

Long Island Rail Road [LIRR] pedestrian crosswalk

The pedestrian crosswalk on the street leading to the train tracks is mostly worn off the road and there are no pedestrian crosswalk signs. Cars frequently drive through the crosswalk at a fast speed without yielding to pedestrians. Better signage and re-striping the road would mitigate this hazardous situation. Please do not wait for an accident to take action. Photo attached. Sincerely, Teresa Covello

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3:24 pm EST

Long Island Rail Road [LIRR] constant horn at all hours of the night and early morning

While the train passes through Holbrook at 11:30pm, 1am, 2am, and 3am, there are horn blowing happy conductors that seem to get a kick out of blowing the horn constantly! We understand that you need to do this for safety, however at these hours when people are sleeping, is it really necessary to continuously to do this? 10 times in a row? Its that really unnecessary? Does the LIRR and its conductors not have any consideration? Its extremely obnoxious and has ruined our way of life here. Everyone in awhile there is a conductor that only blows the horn 2 or 3 times. This must be one of the few considerate ones. Is there anything that can be done about this?

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7:32 am EST
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Long Island Rail Road [LIRR] conductor’s behavior

I'm 74 and my husband is 83. We were using the ticket app for the first time. We were on the 12:52 PM out of Penn to Huntington. The conductor asked for out ticket. We showed him our iPhones and their properly activated tickets. We put our phones away. Later he cam by and in a gruff voice asked for the tickets again. We said we should it to you. He yelled "yes at am telling you to show it to me again!" we became anxious and had a difficult time finding and re showing him the tickets. I asked him to be patient and told him it was our first time using the app. He was intimidating. We finally found the proper tickets properly activated and showed it to him . I asked him his name but he ignored me. He found the time to show the 20 year old girl in the next seat how to work with her iPhone to find her activated ticket. Is this how you treat your Seniors? My husband and I have been riding the LIRR for many years but this was the worst experience we've ever had. Carol Graulich [protected]@yahoo.com [protected]

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6:43 pm EDT

Long Island Rail Road [LIRR] mobile ticketing

Hello, I bought a ticket on the mobile ticketing app and tried to refund it within the two minutes grace period but the app froze and did not let me. I called customer service and no one helped. Now I called again to ask if there is a way to get an extension the expiration of the ticket because I am a monthly ticket buyer so I do not normally use individual tickets. The person I spoke to was no help and decided to end the call cause he couldn't help me out. I don't understand, if I was not able to get a refund because of your app and then you guys aren't able to provide a extension on the use date then what would I do?

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2:37 pm EDT

Long Island Rail Road [LIRR] lirr

You need more Ronkonkoma trains eastbound in the afternoon. 420 dollars a month and there is standing room only on every 2 o'clock train. There are 3 Babylon trains for every one Ronkonkoma train up to 3 o'clock in the afternoon. It is ridiculous, especially on friday people are standing not only by the doors but through the entire isle. Not the mention the safety hazard which most definitely exist it is a huge inconvenience for a big paying service. There are so many people on these train there is hardly room for conductors to check tickets.

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12:04 am EDT
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Long Island Rail Road [LIRR] lirr schedule

My boyfriend and I were trying to get on the train heading towards Huntington from Woodside and the attendant had absolutely no information for us regarding the train schedule. The only thing she told us was that she "wasn't sure" if the train was coming or not due to construction work. She was very rude and not helpful at all. I ride the LIRR to work every day and am appalled to experience such rudeness and misinformation coming from an LIRR employee who is supposed to be helpful to railroad riders. This is absolutely unacceptable especially after raising the fare to ride the railroad within the last few months.

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8:58 pm EDT
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Long Island Rail Road [LIRR] purchased wrong ticket

This was my original complaint with the response from Mr. Grapes of the LIRR. I was extremely dissatisfied with the response. Therefore, I kindly request to speak with another individual from the LIRR, preferably a supervisor other than Mr. Grapes in the Public Affairs Dept. I thank you in advance for your prompt attention to this matter.

Robin S. Paterno

I bought the wrong tickets. I went on the Great Neck branch on Sunday, Oct. 6, 2019. I am not familiar with the machines as I do not use the LIRR often. I was trying to purchase a roundtrip ticket for me and one for my 11 year old daughter. I didn't know I was supposed to press off peak. I purchased the tickets and realized I paid extra for peak tickets and I was not traveling peak. According to the machine, children age 5-11 are supposed to be free. I was charged for my daughter as well. I tried to explain to the conductors on the train but they told me to contact customer service. I was upset because I had to pay more money for my ticket and I didn't get my daughter's free of charge as I was supposed to. I would like a refund for my daughter's ticket and the difference that I had to pay for my ticket for peak when I travelled off peak. Please rectify this matter as soon as possible. Thank you

Ref: [protected]

You recently contacted us about our service. Below is a summary of your request and our response.
Please do not reply to this email, as it will go to an unattended email box.

Subject: Train ticket refund

Response by Bryan Grapes (10/21/2019 11:12 AM)

Dear Robin Paterno:

I have been asked to respond to you email regarding your recent ticket purchase at the MTA Long Island Rail Road's Great Neck Station.

We sincerely regret the inconvenience you experienced, and the added expense you incurred on October 6, 2019. Please note, however, the LIRR is not responsible for tickets purchased in error, nor are we able to provide refunds for the difference in fare after the ticket has been punched/used. Customers are advised to verify their itineraries and ticket prices before starting their trips by checking the MYMTA/TrainTime apps, by consulting our Schedules & Fares page (http://lirr42.mta.info/ ) or by calling the LIRR's Customer Service Center at 511 or 718-217-5477 (LIRR).

To clarify our child ticket policy, children under the age of 5 ride free at all times. Up to four children ages 5 - 11 can ride Off-Peak trains for $1 each (you must select the "Family Fare" on LIRR Ticket Vending Machines, or ask for the Family Fare at our staffed Ticket Offices). More information regarding ticket types and prices can be found by linking to the following page, http://web.mta.info/lirr/about/TicketInfo/#daily

The LIRR is a public agency (not a private company), with more than 50% of our revenue provided by state tax subsidies. In addition, the LIRR is subject to audit by state authorities and as such, we must adhere to the policies set in place for us regarding refunds.

I regret that I was unable to provide you with the outcome you were seeking in this instance. The LIRR is committed to providing safe, secure and reliable train service to our customers, and we will continue striving to improve our operation.

Sincerely,
Bryan
LIRR Public Affairs Department

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4:42 pm EDT

Long Island Rail Road [LIRR] customer service

I need a cane to walk and today coming of the train some people bumped me and I drop my cane and it fell in between the train and the platform so it ended up in the tracks I when down stair hard to walk with out my cane and ask the gentleman there by the name Kevin if my cane could be Recovered he replied to me do you really need it after I made it clear that I need it he still wasn't able to help me I had to leave with out my cane even after I ask for a supervisor I was told no one was in, when your paying over $30 bucks a day to use your service I was expecting some Compassion and understanding
Not a go home and come back another day to see if we got it, I left my number with the employee [protected] I hope I can get my cane back I just purchased it not to long ago

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1:37 pm EDT
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Long Island Rail Road [LIRR] limited seating on morning rush hour train going west

Since June 2019 a busy Port Jeff line train going west to Hunterspoint Ave has been limited on and off to 3 cars. There doesn't seem to be a consistent pattern, but at least 2-3 days per week, there are only 3 cars. I board at Greenlawn at 7:26am. The train proceeds to stop at Huntington, Cold Spring Harbor and Syosset before going direct to Hunterspoint. While there are usually seats at my stop, they're often no seats by the time we stop at Cold Spring Harbor. Why would a busy rush hour train have only three cars, except in the rarest of circumstances? thanks for your time.

Stephen Kassan
[protected]@gmail.com

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2:11 pm EDT

Long Island Rail Road [LIRR] waiting room not open

Wantagh Waiting room - most often locked during off peak times. Particularly a problem for people such as myself who travel during off peak times.

Room is almost always locked. They did an excellent job of remodeling but seldom cannot ever be used especially during colder or rainy chilly days like today. you have the Automated /remote controlled locks please unlock the rooms for people who travel at off peak times

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10:06 am EDT

Long Island Rail Road [LIRR] 17 min late train on sat 10/17-939 am train to penn from jamaica

I was scheduled for a 10am bus from Penn station. Because of the LIRR Penn station bound train on 10/19 being late. It was suppose to depart at 939am and didn't no leave until 958am. This major LIRR delay because of "track work" caused me to miss my bus that I paid for through the Best Bus. Now I have to try to get on another bus. Which I had to pay more than what I originally pay. Since this is the fault of MTA and not my own, I am requesting a reimbursement of the price of ticket I lost and the difference between the new ticket I had to purchase through Peter Pan. I have receipts to support this claim.

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12:11 am EDT

Long Island Rail Road [LIRR] conductor is nasty

Conductor was extremely rude on the 11:51 pm train to Long Beach. Demands to see my monthly ticket rightside up when it was turned sideways. She begins to get very condescending about not holding the ticket in the right orientation and then starts trash talking me to the passengers around me. This is not the first time she's been nasty to me. As someone who has ridden the railroad for 15 years this type of behavior from a conductor is unacceptable.

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6:21 pm EDT
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Long Island Rail Road [LIRR] port jefferson long island railroad station - loitering and drinking in public

Port Jefferson Long Island Railroad Station is not safe. I am a female rider and do not feel safe here. The inside and outside of the train station waiting area is full of homeless people who are drinking in public and some appear in high. The bathrooms are often times dirty with rags of old clothing. The benches are often unusable as they are occupied with bags belonging to the people who are drunk or high. as a result Long Island Railroad Riders end up standing or just waiting outside. The Outside of the station is also unwelcoming with carts full of junk and also drunk people playing loud music. $ 405 a month are not justified when you see the station covered with piss and throw up in the morning and drunks in the afternoon.

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9:47 am EDT
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Long Island Rail Road [LIRR] delays, app, service

I'm a regular commuter for my job and have had to buy daily tickets recently because of schedule reasons. When buying my ticket today the app would not load (before I got on the train and after) so I had to pay $19 for a one-way ticket. I understand that the rate goes up when you buy on the train, but considering it was due to technical problems on the app, I found it frustrating. In addition, I had to stand in a crammed car and the train arrived fifteen minutes late to Penn, which made me late for work.

I normally don't complain because I understand it is a difficult business to maintain, but I just found paying almost $20 for a late cramped train outrageous. If I'm going to pay that much I'd at least like the service to be reliable. Could I please have a refund for this trip?

[protected]@gmail.com

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9:24 am EDT

Long Island Rail Road [LIRR] lack of signage at jamaica station re: construction on track 8/9

Re: construction at Jamaica Station
Is it possible to notify passengers of the construction on track 8 at Jamaica station by putting signage of some sort or has it never occurred to you that this is a major inconvenience.
This morning I and a bunch of fellow passengers missed our train and had to wait a whole hour for the next one.
Why is it so hard to put a sign telling passengers which way to go?
Come on LIRR. You can do better than that.

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3:42 pm EDT

Long Island Rail Road [LIRR] tickets/conductors

10/14/19 Babylon Branch 9:59am I was taking the train from Penn Station to pick my daughter up from college. On the ride in I witnessed 2 very upsetting incidents. The first was at the Rockville Center stop. A passanger got on, he conductor asked him for a ticket. He said he didn't speak english. After a few minutes of back and forth, the conductor got frustrated and lethim ride all the way without purchasing a ticket. He got off at Massapequa. The second incident invloved what was obviously a homeless man. I could see the conductor ask him for a ticket, then he walked away without seeing a ticket. I heard the passanger say "thank you, thank you!" He rode all the way from Merrick to Babylon. It is so upsetting and makes me angry that I spent $72 dollars to go to the city and back with my daughter on friday and monday. Here I am struggling like most Long Islanders, living paycheck to paycheck. I had to pay the $72 and when I see others ride for free it really aggrivates me. I feel cheated that I spent a lot of money to see my daughter home and others get to pay nothing. I am sorry but I feel this is not right. Thank you for your time in this matter. Steve Gosline [protected]

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5:20 pm EDT

Long Island Rail Road [LIRR] vaping and liquor on train

My wife was on the 3:24PM from Penn Station to Bayside. The train was jammed with teenagers and older going to the Rolling Loud Hip Hop concert aT CITI FIELD. These kids were Vapping and drinking liquor in plain sight. My wife complained to the conductor who said he couldn't do anything. He refused to do his job to stop liquor and smoking on the train. My wife was subjected to vapor smoke which can be lethal to certain people. These people took over the train and your conductor wouldn't do anything. Totally unacceptable.

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9:16 pm EDT

Long Island Rail Road [LIRR] ticket conductor on lirr train

It is 8:18am on 10/8/19. I am taking the LIRR train to Manhattan from Amityville to Penn Station. The conductor on the train came by didn't allow me to activate my ticket in my seat. She gave me an attitude about not having my ticket activated yet and grabbed my credit card before I could even give it to her and swiped without telling me how much she was charging me. I asked for her name and she refused to give it to me and said it's on her hat and walked away. I had to find her again when she came around and asked her to give me her employee number . Conductor 6756 in train car 7464. She is incredibly rude and represents your company in a poor way. There needs to be some action taken to make her accountable for the way she treated me. This is unacceptable.

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Update by loan dang
Oct 09, 2019 9:18 pm EDT

Correction. This happened today 10/9/19 not 10/8/19. I've attached the time and receipt with the train car number I was in.

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3:48 pm EDT

Long Island Rail Road [LIRR] ticket price charge at machine for dis-med ticket

I am complaining about being charged for peak for Disability ticket on Saturday 10/05/19. I saw 4 options on tickets for r/t for dis-med ticket as I usually use. I dont have 1 time I see option for peak on these tickets & conductor inform me my ticket said 1 peak 1 off peak on my ticket when I boarded the train. It was too late not to have used it then as she already had punched it. I purchased a different ticket on return hoping the matter could be rectified. My son just sent me picture a few minuted ago not say 8 options including what was said on my ticket. I dont understand how this happened also why is there peak if senior/disabled pay same price? I have ridden many times during all these hours since moving out here . Now it says Peak times? Is there no way any 1 can help me? Cant I get my money back or even part back? My son also said there is $10 charges for refunds? I asked conductors & ticket agents about this at the time, I was told to call 511, I didnt call yet as i have lost my voice it seem I caught a bad chill that day & maybe strain I dont know but it happens to me alot Anyway please advise thank you

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12:36 am EDT

Long Island Rail Road [LIRR] 11787

12:03 train from penn station to Babylon, got off at lynbrook.

I had shown the conductor my ticket and she didn't realize so while I looked away she yelled "ALL TICKETS PLEASE" while staring directly at me. I showed her my ticket again and said "I had just showed you this". She had moved on but after I had repeated my comment to my friend turned to say "if you think that was directed towards you that's your problem". She moved on again and I had sat up and she turned her head and angrily said "do you have a problem?" I said no and she said "I hear your comments so I'm asking if you have a problem?" I felt attacked and uncomfortable being on this train and immediately wrote this complaint.

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Long Island Rail Road [LIRR] In-depth Review

Service Reliability:

Punctuality and On-Time Performance: The Long Island Rail Road (LIRR) is known for its punctuality and on-time performance. Trains generally adhere to their schedules, ensuring that passengers can rely on the LIRR for timely transportation.

Frequency of Delays and Cancellations: While occasional delays and cancellations may occur due to unforeseen circumstances, the LIRR strives to minimize disruptions to its service. Passengers can expect a relatively low frequency of delays and cancellations.

Response to Service Disruptions: In the event of service disruptions, the LIRR is proactive in providing updates and alternative transportation options to affected passengers. The staff is trained to handle such situations efficiently, ensuring minimal inconvenience to commuters.

Customer Service:

Accessibility and Availability of Customer Support: The LIRR offers accessible customer support through various channels, including phone, email, and in-person assistance at stations. The customer support team is readily available to address any queries or concerns.

Responsiveness to Queries and Complaints: The LIRR demonstrates a high level of responsiveness to passenger queries and complaints. They strive to address customer concerns promptly and effectively, ensuring a satisfactory resolution.

Assistance for Passengers with Special Needs: Passengers with special needs receive commendable assistance from the LIRR. The staff is trained to provide support and accommodations to passengers with disabilities, ensuring a comfortable and inclusive travel experience.

Ticketing and Fare Options:

Range of Ticketing Options: The LIRR offers a wide range of ticketing options to cater to different travel needs. Passengers can choose from single, monthly, and annual tickets, providing flexibility and convenience.

Ease of Purchasing Tickets: Purchasing tickets for the LIRR is a hassle-free process. Passengers can conveniently buy tickets online, through mobile apps, or at ticket machines located at stations.

Clarity and Transparency of Fare Structure: The LIRR maintains a clear and transparent fare structure, ensuring that passengers understand the cost of their travel. Fare information is readily available, allowing passengers to make informed decisions.

Train Comfort and Amenities:

Cleanliness and Maintenance of Trains: The LIRR maintains a high standard of cleanliness and maintenance for its trains. Passengers can expect clean and well-maintained train cars, ensuring a pleasant journey.

Comfort of Seating and Adequate Space: The seating on LIRR trains is comfortable, providing passengers with a relaxing travel experience. There is also adequate space for passengers to move around and store their belongings.

Availability of Amenities: The LIRR understands the importance of amenities for passenger comfort. Trains are equipped with amenities such as restrooms, Wi-Fi, and power outlets, enhancing the overall travel experience.

Safety and Security:

Implementation of Safety Measures: The LIRR prioritizes passenger safety by implementing various safety measures. Emergency exits and fire safety protocols are in place to ensure the well-being of passengers in case of emergencies.

Security Measures: The LIRR maintains a secure environment for passengers through the presence of staff and surveillance systems. Passengers can travel with peace of mind, knowing that their safety is a top priority.

Communication of Safety Instructions and Procedures: The LIRR effectively communicates safety instructions and procedures to passengers. Clear signage and announcements are provided, ensuring that passengers are aware of safety protocols and can navigate the trains and stations safely.

Accessibility and Infrastructure:

Availability of Stations and Accessibility for People with Disabilities: The LIRR ensures that its stations are accessible to people with disabilities. Elevators, ramps, and other accessibility features are available, allowing all passengers to easily navigate the stations.

Condition and Maintenance of Stations and Platforms: The LIRR maintains its stations and platforms in good condition. Regular maintenance is conducted to ensure a safe and comfortable environment for passengers.

Signage and Information for Navigation: The LIRR provides clear signage and information throughout its stations to assist passengers in navigation. Passengers can easily find their way around the stations, ensuring a smooth travel experience.

Route Coverage and Connectivity:

Extent of Coverage in Long Island and Surrounding Areas: The LIRR offers extensive coverage in Long Island and its surrounding areas. Passengers can conveniently travel to various destinations within the region using the LIRR.

Frequency and Availability of Trains on Different Routes: The LIRR operates trains with a good frequency and availability on different routes. Passengers can expect regular train services, allowing for flexible travel plans.

Connectivity with Other Modes of Transportation: The LIRR provides seamless connectivity with other modes of transportation, such as buses and ferries. Passengers can easily transfer between different modes of transport, enhancing the overall travel experience.

Value for Money:

Affordability of Tickets in Comparison to Service Quality: The LIRR offers tickets at a reasonable price, considering the quality of service provided. Passengers can enjoy a comfortable and reliable travel experience without breaking the bank.

Availability of Discounts and Promotions: The LIRR frequently offers discounts and promotions, providing passengers with opportunities to save on their travel expenses. Passengers can take advantage of these offers to further enhance the value for money.

Overall Satisfaction with the Value Received: Passengers generally express high levels of satisfaction with the value they receive from the LIRR. The combination of reliable service, comfortable travel, and reasonable prices contributes to a positive overall experience.

Environmental Impact:

Efforts towards Sustainability and Reducing Carbon Footprint: The LIRR demonstrates a commitment to sustainability by implementing initiatives to reduce its carbon footprint. Efforts such as energy-efficient practices and the use of renewable energy sources contribute to a greener transportation system.

Use of Renewable Energy Sources: The LIRR actively incorporates renewable energy sources into its operations. This helps reduce reliance on fossil fuels and promotes a more environmentally friendly mode of transportation.

Initiatives for Waste Management and Recycling: The LIRR implements waste management and recycling initiatives to minimize its environmental impact. Proper disposal and recycling practices are encouraged throughout the system, promoting a cleaner and greener environment.

Overall User Experience:

Overall Satisfaction with the Service: Passengers generally express high levels of satisfaction with the LIRR's service. The combination of reliable and punctual trains, helpful staff, and comfortable amenities contributes to a positive overall user experience.

Likelihood of Recommending the LIRR to Others: Many passengers are likely to recommend the LIRR to others due to its reliable service, convenient ticketing options, and overall positive travel experience. The LIRR is often regarded as a trustworthy transportation choice.

Areas for Improvement and Suggestions for Enhancements: While the LIRR provides a commendable service, there is always room for improvement. Some passengers suggest enhancing communication during service disruptions and further expanding the availability of amenities, such as Wi-Fi, on trains.

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Contact Long Island Rail Road [LIRR] customer service

Phone numbers

511 +1 (718) 217-5477

Website

new.mta.info

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