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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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Newest Long Island Rail Road [LIRR] reviews & complaints

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Y
5:39 pm EDT

Long Island Rail Road [LIRR] extremely long wait without any information. canceled service with no alternative options.

This is EXTREMELY disappointing and disgusting that LIRR treats their customers like this. No regard for our personal lives. After waiting over a half hour for the 5:22pm to Far Rockaway a automated voice pops up and says the train is canceled. You off no shuttle, no Alternative service but we paying customers are suppose to wait hours to get home to OUR FAMILIES and OTHER LIFE DUTIES, and just except this unprofessional display or horrible service! I am disgusted and am actually thinking of making the media aware of your disservice. This happens too often. And then you have three express trains just pass by without stopping. Your company is a disgusting display of a conglomerate that does NOT care about it's consumers!

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6:42 am EDT

Long Island Rail Road [LIRR] frequency of baldwin to penn am train

I live in Baldwin. Over a year ago there was construction that resulted in quite a few trains being canceled and therefore combined with other trains. We were told that trains would be put back into place once construction was completed, however that has not happened. We used to have a 7:48 AM and a 7:56 AM train, now we have a 7:51 only. That train is excessively crowded and we have to stand most mornings. The train before 7:32 AM is also very crowded. And last but not least, if you do not get the 7:00 AM train, you're left waiting for over a half hour. Given the amount of money we pay to use the LIRR, we should not be inconvenienced like this. I have connected with 135 riders who have signed a petition and if necessary we will start highlighting to the news!

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5:38 am EDT

Long Island Rail Road [LIRR] maintenance

Maintenance workers were cleaning and cutting grss at the station and I was thinking finally they will take of overgrown weeds I have to fight with every morning and maybe they will clean the waing area section but for some reason it was not done not sure why
When the new work was done with the fence it was very nice and looks like it is 100 years old and I don't know why homeless seem to always be there
This morning they were sleeping on the platform not even in the waiting area as usual

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10:39 am EDT

Long Island Rail Road [LIRR] conductor on 9:58 am train from babylon to penn

A male conductor with longish grey hair spoke and acted in a manner that is unbecoming and inappropriate for an employee that represents the LIRR. He was rude, impatient, appeared frustrated, and lacked any sort of personality to be dealing with that many people on a daily basis. As a daily LIRR patron making the 1 hr commute for 23 years, and spending over $85, 000 doing so, it was probably the worst I've encountered yet and just not expected nor needed. I'm still in awe that someone like this can represent you. He was disrespectful, and chewing gum madly to boot!

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1:58 pm EDT
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Long Island Rail Road [LIRR] profiling on the long island railroad

August 5th, 2019
12:56PM LIRR train from Valley Stream to Atlantic Terminal.

An individual showed the conductor his receipt for his ticket. It initially appeared as if he was new to taking the LIRR. The conductor said "TICKETS" in a dragged, reluctant, demeanor. I showed him my monthly ticket from Valley Stream to Penn Station. Then he gave me the other rectangular ticket on top of the seat to mark that he has seen my ticket already. When the individual across from me showed the conductor his receipt, the conductor stated with an attitude, "That is not a ticket". So the individual said, "you can see that I bought it. The conductor stated that, "that is still not a ticket". So the conductor asked me to show him my ticket, which I did. Then, the conductor stated that my ticket was a ticket, and for the individual across from me to have it ready. Then, the conductor left. (We are still headed to Rosedale Station). After the conductor left, the individual asked me to help him find his ticket. So I asked him to show me his etix app. The ticket was already in his wallet. So, I just activated the ticket for him and he said "thank you." So I said, "no problem." After Rosedale station, the conductor came back and asked to see his ticket. The individual across from me showed him his activated ticket. Then, the conductor told me, "I need to see yours again". So I looked at him very confused because I ride the LIRR everyday, and I know the standard procedure. Tickets are not shown to the conductor more than once if they have already seen it before Jamaica. Then after Jamaica, all tickets are always shown one more time. So with this knowledge in my head, I told him, "I showed it to you already". By the time I said, "showed", he had already said "I need to see it again". So I followed instructions, and I showed him my monthly ticket, again. After this, he looked at the individual across from me, then looked back at me, and kept moving. That was when I knew that he thought I had given the stranger across from me access to my ticket in some way. I believe that the conductor treated us like this because me and the individual access from me are both African Americans, and the conductor himself was Caucasian. I understand that he was probably suspicious, but I strongly believe that had it been two individuals of his own race, he would not have acted the way he did today. There are many different ways to speak to people. He could have said, "I'm sorry sir, but I can't accept that as your ticket. I do see that you bought it 5 minutes ago though so I'm sure you have it. If you open up your etix app, I can help you activate it if you need assistance." The conductor could have said something along those lines, but he did not. I felt the need to complain because this is the first time I have received this type of treatment from a LIRR crew member. All of the other crew members are respectful, cheerful, helpful, considerate, understanding, and/or cool. The other conductors also do not profile individuals. This conductor was the exact opposite, and he should be given consequences for not doing his job correctly as a LIRR crew member. He was about 5'7, and he looked middle aged. As we were pulling in to Jamaica station, the same individual across from me asked me if this was Jamaica station. So I told him yes, and he said thanks.

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Update by lilmanc7
Aug 06, 2019 2:22 pm EDT

August 6th, 2019
12:56PM LIRR train from Valley Stream Station to Atlantic Terminal Brooklyn.

An individual across from me showed the conductor his receipt for his ticket. It initially appeared as if he was new to taking the LIRR, or new to the etix app. The conductor said "TICKETS" in a dragged, reluctant, demeanor. I showed him my monthly ticket from Valley Stream to Penn Station, considering that I take the LIRR religiously every single day. Then he gave me the other rectangular ticket on top of the seat to mark that he has seen my ticket already. When the individual across from me showed the conductor his receipt, the conductor stated with an attitude, "That is not a ticket". So the individual said, "you can see that I bought it.” The conductor stated that, "that is still not a ticket". So the conductor asked me to show him my ticket, which I did. Then, the conductor stated that my ticket was a ticket, and for the individual across from me to have it ready. Then, the conductor left. (We are still headed to Rosedale Station). After the conductor left, the individual asked me to help him find his ticket. This is why it appeared that the individual was new to taking the LIRR, or new to the etix app. So I asked him to show me his etix app. The ticket was already in his wallet. So, I just activated the ticket for him and he said "thank you." So I said, "no problem." After Rosedale station, the conductor came back and asked to see the ticket of the individual across from me, once again. The individual across from me showed him his activated ticket. Then, the conductor told me, "I need to see yours again". So I looked at him very confused because as I already stated, I ride the LIRR everyday. Therefore, I know the standard procedure. Tickets are not shown to the conductor more than once if the conductor has already seen it before Jamaica, especially not if the conductor used another ticket to mark the seats of the tickets he/she has already seen. Then after Jamaica station, all tickets are always shown to the conductor one more time. That is the typical standard procedure. So with this knowledge in my head, I told him, "I showed it to you already". By the time I said, "showed", he had already said "I just need to see it again". So I followed instructions, and I showed him my monthly ticket, again. After this, he looked at the individual across from me, then looked back at me, and kept moving. That was when I knew that the conductor thought I had given the stranger across from me access to my ticket in some way. I believe that the conductor treated us like this because me and the individual across from me are both African Americans, and the conductor himself was Caucasian. I understand that he was probably suspicious, but I strongly believe that had it been two individuals of his own race, he would not have acted the way he did today. There are many different ways to speak to people. He could have said, "I'm sorry sir, but I can't accept that as your ticket. I do see that you bought it 5 minutes ago though so I'm sure you have it. If you open up your etix app, I can help you activate it if you need assistance." The conductor could have said something along those lines, but he did not. I felt the need to complain because this is the first time I have received this type of treatment from a LIRR crew member. All of the other crew members are respectful, cheerful, helpful, considerate, understanding, and/or cool. The other conductors also do not profile individuals. This conductor was the exact opposite, and he should be given consequences for not doing his job correctly as a LIRR crew member. He was not fat. He was slim, about 5'7, and he looked middle aged. As we were pulling in to Jamaica station, the same individual across from me asked me if this was Jamaica station. So I told him yes, and he said thanks.

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8:54 am EDT
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Long Island Rail Road [LIRR] racist

Your ticket inspector on the 6:11 train to penn station express train is a fat white raciest cracker. He picks me out to see if I have my ticket or not but let's the white people keep sleeping he also called the police on me I want him fired he's a fat white racist and if no actions are taken I will sue.he didn't check anybody else's tickets only focused on me. Every morning his fat [censored] waits to see if I have my ticket or not next time I'm punching his white [censored] in his face

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8:57 am EDT

Long Island Rail Road [LIRR] homeless/derelicts sleeping in waiting rooms

The Lirr and police need to do a better job policing the waiting rooms which unsavory people use for their motel rooms.
They sleep and urinate in them. Thank you Lirr for renovation at Wantagh station for over 18 months of inconvenience to give these people a new place to sleep. Thank you
Nassau county and Town of Hempstead for my 15k in taxes which i pay so i can see
that crap at 7:30 am when i am heading to nyc to earn a living . Thank you Lirr for the 300* a month ticket where if i needed wanted to sit i wouldnt because who knows what i could catch after these people are laying all over the benches Thanks to our broken heathcare system that millions of people have scammed for 50+ years taking $$ from
people who really deserve it

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3:09 pm EDT

Long Island Rail Road [LIRR] unethical behavior on 8/1/19 12:06 am train from penn station to baldwin

The caucasian elderly woman with a short red bob that collects tickets was very rude to me and my friend after I asked her for a bill, but then she said that "We dont do that anymore because 'PEOPLE LIKE YOU' take advantage of it, so you have to get off at woodside. When we approached the Woodside stop, we were trying to explain to her that my friends mother was sending him money for a ticket for me to get home. After my friend's mother said she was sending the money to him, the ticket collector then proceeded to snatch his credit card out of his hand very disrespectfully. Of course if you send money, it takes a about 1-2 minutes to show up into the account, but she immediately forced us off the train whilst calling both of us out of our names (freeloading thugs). I understand how the LIRR works, I take it almost everyday and purchase 10 trips frequently. I have never experienced such a low level of professionalism on the LIRR. The ticket collectors are usually very respectful and nowhere near prejudice or even racist.

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11:51 am EDT

Long Island Rail Road [LIRR] bathroom on train 11:05 out of penn to babylon.

Placed my travel bag with many important papers and electronics on edge of sink to flush toilet. As I flushed toilet, water spewed from faucet of sink filling up my bag with water destroying all my belongings. Some were important papers for medical coverage that needs to be in before the 1st giving me only one day to resolve this nightmare. There should be some kind of warning On sink about unexpected water because you guys have sincerely ruined my day.

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7:17 am EDT

Long Island Rail Road [LIRR] lirr employee

A Long Island rail road conductor was very disrespectful .i bought a ticket on the Etix app and showed him and he said I had bought an off peak one and I was suppose to buy peak which he did not tell me and he saw as I was buying the ticket which I said you should have told me it was peak he proceeded to say you didn't ask me in a nasty voice and threatened to kick me off the train for no reason .i feel very disrespected as a city employee and as a person he should be fired he was rude to all passengers aboard the 6:57 am Atlantic terminal train on July 30, 2019

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Update by sslay112
Jul 30, 2019 7:43 am EDT

I was in the first car The car number was 7545

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8:57 pm EDT
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Long Island Rail Road [LIRR] ticket kiosks at oceanside train station

The ticket kiosks at the Oceanside Train Station have display screens that are extremely hard to see, especially on a sunny day. The screens seem to be so old as to be worn out.

2 suggestions:

1. Replace the screens with newer/brighter ones.

2. Install a ticket kiosk inside the waiting room so it will be out of the direct sun.

Paul Tringali
3366 Weidner Ave
Oceanside, NY 11572
[protected]@gmail.com

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9:51 pm EDT

Long Island Rail Road [LIRR] alcoholic passengers

Every time there is a game at William point- Mets station. There is no control towards loud and drunk people throwing beer on floors and caboose. With the amount of money LIRR charges they should put a safer aspect of security or police on trains during games . I got stray with beer because the drunk passenger was unable to hold his beer can. My suit got wet with beer and not to say how rude this passenger acted.

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6:14 pm EDT

Long Island Rail Road [LIRR] far rockaway line from penn station 7/22/19

The 6:02 from Penn deleted 1 minute early today with people on the platform and the doors closed. There is terrible rain today and everyone is trying to get home, but stick to the schedule. The subways are delayed with all the flooding and power issues. To see people on the platform and pull out early, is just uncalled for given all the costs that commuters pay.

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9:56 am EDT

Long Island Rail Road [LIRR] train time & service

I have been using the rail road to commute from Kew Gardens to Penn Station for the past 6 years. Over the years, I have experienced many delays using the LIRR which is unacceptable for employees who must arrive to work on time.

Every day the 9:00 am train from Kew Gardens is late! Every day is late 5 mins - 15 mins. Today the train was late 10 mins. this is unacceptable.

Today I had the worst train experience of my life. The train was late, I arrived to Penn Station at 9:45 already late to work. On top of the that, the train was super full! And they shut OFF the air conditioner at Woodside with no AC all the way to Penn Station. I felt like I was going to faint! and I couldn't move to tell a conductor. This is horrendous! Don't let this happen again or I will proceed to take the regular rain and not pay the high price to ride the railroad!

Catherine

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9:54 am EDT

Long Island Rail Road [LIRR] service

All of the platforms were dimly lit up. My final destination was Copiague. The conductor did not announce any of the stops. Everyone was wondering where we were. The train was a older model so there was no indication on the train what stop was next or the current stop. This was the worst service I have ever seen. I was afraid I was going to miss my stop and be forced to stay on the dark platform alone.

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4:57 pm EDT

Long Island Rail Road [LIRR] today and last friday

Hey,

I bought a peak tickets from Saint James to Penn and i received an off peak service (a local train)

Today 7/15 - 6:34 AM from Saint James become a local train to replace some broken equipment - i arrived to the city ~ 2 hours ... same happened last Friday 6:15 AM from Saint James...
I believe that you didn't deliver your part in the contract..
Thanks, Eitan

If you need additional information:
EItan Klein
Email: [protected]@hotmail.com
phone [protected]

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2:18 pm EDT

Long Island Rail Road [LIRR] extremely long wait without any information. cancel service with no alternative options.

I am extremely Disgusted. The 2:02pm to Atlantic has NOT shown up. There is no info on alternative routes. The announcer states the train is six minutes away at 2:12pm. This has caused me to miss an very important meeting. This is unacceptable how you treat your commuters. You do not offer shuttles in case of emergency, especially when it is not caused by the commuter.

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5:14 am EDT

Long Island Rail Road [LIRR] time change

The lirr is constantly changing times making it difficult for people to reach work on time. I take the train to ronkonkoma every morning. The departure time used to be 5:12am then it was moved to 5:18, six minutes makes huge a difference especially when the train is constantly late. Now it is pushed back to 5:40 at this rate I will be forced to find new work. As a teacher I can't stroll in late everyday. The fares are constantly being hiked up but the service is getting worse and now you're making it impossible for people to commute to work to be able to afford the fair. Now not only am I forced to start looking for new work, I am forced to sit in the station for an hour cause there are no busses to deliver me to the lirr aligned with this schedule. The old time schedule of 5:12 am needs to be reinstated immidiately!

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9:49 am EDT
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Long Island Rail Road [LIRR] scheduling

On 7/7/19 I and my family boarded the 5:12 at Atlantic to go to Wyandanch. We arrived on track 6 in Jamaica at 6:39 and walked to our connection at track 7. The Ronkonkoma train was there with the doors closed. My family as well as other groups of people waited for the doors to open but instead to our amazement the train departed with us standing there! In the past trains have waited for connections when a train was running late. We took the next rain to Babylon and had to incur an Uber fee of $20 to get a ride to our car at Wyandanch. I am quite frustrated and appalled.

Shelley Graff
shelley.[protected]@gmail.com
[protected]

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8:58 pm EDT
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Long Island Rail Road [LIRR] customer service at penn station

To whom it may concern,
On Saturday July 6th we arrived at Penn station a few minutes before the departure of our train. Because the downtown bound subway from 96th street was not operating this weekend, we were running later then expected. We tried to use one ticket machine that was clearly broken, we moved on the the next which seemed to be working, but we were unable to advance beyond the screen where you can decide on add-ons. We tried several times, but then had to run to catch to train to avoid missing it. On board the train, the conductor told us to be sure to save our tickets, and to take them to customer service in order to be refunded the difference between the station price and the onboard price. When we spoke to the customer service person at Penn station she told us that we were at fault because we should have tried more machines or gotten in a ticket line. We told her that there wasn't time for that at which point she became incredibly offensive. She told my wife that she was a bad mother and should have arrived earlier. This in front of our two young children. I have never been so mad in my life. My wife is a cancer survivor who has made unbelievable sacrifices for her children. The agent was way, way out of line. She could have said that the conductor mislead us and that your policy is never to refund the difference. She could have said it politely. She was awful and unapologetic. I left so as not to escalate the encounter and returned a few minutes later asking to speak to her supervisor. She informed me that she WAS the supervisor. I asked for her name, she said it was Brenda or Bernice (I was so angry I have forgotten); that was at 6 pm on Sunday July 7th. This person has no business being in customer service; she is an [censored].

Sincerely,
Amin Ghabrial
amin.[protected]@gmail.com

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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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