Daniella Rodriguez

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Jul 10, 2025, 10:35 PM

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Updated

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Nearly five years after the MTA began rolling out OMNY, its contactless payment system, a new survey reveals many New Yorkers are still facing frustrations with the technology.

According to the Permanent Citizens Advisory Committee, 75% of respondents said they’ve experienced issues using OMNY.

The most common complaint? Tap failures, with 42% saying readers didn’t register their card or device.

“I recharged it. I put $34 on it, used it once this morning, and now I’m coming back from work and it’s not working,” John told News 12.

Riders also cited extra charges and delays in billing.

Another common criticism is the system’s lack of real-time feedback.

Unlike the MetroCard, OMNY does not display your remaining balance or confirm free transfers at the point of entry.

“The attendant scanned it, and it showed nothing was put on it,” John added. “But I added money, so now I have to figure it out.”

Despite the complaints, others say OMNY has made their commute easier.

Many riders appreciate the ability to tap with their phone or credit card.

“My card almost always works, it’s never a holdup or anything,” said Steven, of Greenpoint.

The MTA dismissed the survey as a “tiny online push poll,” emphasizing that it regularly surveys more than 70,000 riders.

The agency says OMNY outperforms the MetroCard in both speed and convenience.