The Metropolitan Transportation Authority is expanding a pilot program aimed at improving communication for riders who are Deaf or hard-of-hearing, with several Long Island Rail Road stations now included in the initiative.
The program uses Convo, a mobile and web-based application that allows customers to scan a QR code and instantly connect with a live American Sign Language interpreter. Through the service, riders can communicate directly with MTA employees about service changes, fares, navigation or other travel needs.
As part of the expansion, the service will be available at multiple Long Island Rail Road stops, including Amityville, Babylon, Baldwin, Bellmore, Freeport, Hempstead, Long Beach, Lynbrook, Massapequa, Merrick, Rockville Centre, Valley Stream and Wantagh.
Since launching in February 2025, the free pilot program has been used 425 times across the MTA system, totaling more than 1,750 minutes of interpreted conversations. Officials said the service has helped create more natural interactions between riders and transit staff while reducing the time needed to resolve customer inquiries. The most frequently used locations so far have been 3 Stone Street and Penn Station, with many riders seeking help with directions or enrolling in Reduced Fare OMNY.
“A huge part of making the transit system accessible is ensuring riders who are Deaf or hard-of-hearing can easily communicate with MTA employees,” said MTA Chief Accessibility Officer Quemuel Arroyo. “In addition to navigation and service questions, customers can use Convo to learn how to sign up for programs like Reduced Fare OMNY.”
Building on that focus on accessibility and ease of communication, transit officials partnered with the technology behind the service to streamline how riders connect with staff in real time, emphasizing convenience and inclusivity as the program expands across the system.
"We built Convo so that connecting with transit staff would be effortless: just scan a QR code and go,” said Convo CEO Amanda Montgomery. “The incredible activation numbers at our initial transit stations show this level of convenience is exactly what riders need. As we expand this partnership across the subway, LIRR, and Metro-North, we are proud to work alongside the MTA to build a transit experience where every rider feels seen, understood, and welcomed."
The pilot expansion is expected to run through at least spring 2027. Riders can visit the MTA website for more information or submit feedback through the agency’s customer feedback form or by emailing accessibility@mtahq.org.
