Navigating the New York City subway system got a little easier for riders with hearing difficulties. The Metropolitan Transportation Authority on Monday announced a pilot program that instantly connects commuters who are deaf or hard of hearing with American Sign Language (ASL) interpreters while using the transit system. Through the Convo Access app, riders can connect with a live interpreter to communicate with MTA employees about service changes, payments, or any transit-related questions.
The pilot, free for all customers, was first deployed at Penn Station, Times Square, and Port Authority. These locations saw a 94 percent activation rate, with users reporting improved personal connections and more natural interactions with transit staff.
The pilot program follows a successful proof of concept from the Transit Tech Lab, a public-private initiative by the MTA, and the Partnership Fund for NYC aimed at making the city’s transit system more accessible, responsive, and efficient.
“Delivering a solution for customers who are Deaf or hard of hearing to have direct communications with MTA employees is a great enhancement to the customer experience,” MTA Chief Accessibility Officer Quemuel Arroyo said.
“This pilot is going to redefine how we engage with our customers and allow us to explore new best practices ensuring equal access for all our customers throughout the MTA.”
Convo Access will be available at the following stations:
NYC Transit:
- 161st Street-Yankee Stadium (B, D, 4)
- Atlantic Avenue-Barclays Center (B, D, N, Q, R, 2, 3, 4, 5)
- Times Square-42nd Street (N, Q, R, W, 1, 2, 3, 7)
- Jackson Heights-Roosevelt Avenue (E, F, R, 7)
Long Island Rail Road:
Metro-North Railroad:
Additional locations:
- Mobile Sales Operations (buses and vans)
The Convo Access pilot will run through at least November 2025. Users can submit feedback or questions through a customer feedback form.
“It was incredibly gratifying to see Deaf New Yorkers—some of whom have navigated this system their whole lives—finally get answers to long-standing questions and get the assistance they need in their native language,” Craig Fogel, product manager at Convo, said. “Seeing their reactions was priceless, and I can’t wait to see even more people benefit from this.”
In 2023, the MTA and Transit Tech Lab launched NaviLens and NaviLens GO—free smartphone apps that translate visual information into accessible formats. Upon scanning a NaviLens code in the subway or at a bus stop, the app will read out train or bus arrival times, real-time elevator status, and information about in-station features to assist blind and low-vision riders.
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