Long Island Rail Road riders may need help with a train schedule, fare, TrainTime ticket, refund, ticket machine problem, lost item, accessibility assistance, service disruption, station issue, or customer-service complaint. The LIRR is operated by the Metropolitan Transportation Authority (MTA), which provides support by phone, online feedback, and the TrainTime app.
LIRR Customer Service Contact Information
- LIRR Customer Service: 718-217-5477 (718-217-LIRR)
- MTA Customer Service: Dial 511 and say “Long Island Rail Road”
- Outside the New York Region: 877-690-5116
- International Callers: 212-878-7000
- Online Feedback and Complaints: MTA Customer Feedback
- Real-Time Customer Care: Available through the MTA TrainTime app
- LIRR Care Accessibility Assistance: 718-547-7227
- LIRR Website: MTA Long Island Rail Road
- LIRR Corporate/Legal Address: 93-02 Sutphin Blvd., Jamaica, NY 11435
MTA says customer help is available 24 hours a day, seven days a week through its customer-service system. Individual departments, station ticket offices, Lost & Found, and Ticket Services may have different operating hours.
Best LIRR Support Route by Issue
- Train schedule or service status: Use TrainTime or call 511 and say “Long Island Rail Road.”
- Fare information: Call 511 or 718-217-5477 and select the fare option.
- TrainTime ticket problem: Use TrainTime customer care or MTA’s online feedback form.
- Monthly Ticket Services: Call 511 or 718-217-5477 and say “Ticket Services.”
- Ticket refund: Use the applicable refund process for mobile or paper tickets.
- Ticket machine problem: Call LIRR customer service and select Ticket Machines.
- Lost item: File an electronic LIRR Lost Property Customer Inquiry.
- Accessibility assistance: Call LIRR Care at 718-547-7227.
- Complaint or suggestion: Submit the MTA Customer Feedback form.
- Emergency or immediate safety threat: Call 911 or notify MTA personnel immediately.
Information to Have Before Contacting LIRR
Depending on the issue, gather:
- Date and time of travel
- Origin and destination stations
- Train departure time
- Train or car number when available
- Ticket type
- TrainTime account information
- Ticket purchase date and amount
- Ticket machine number for a machine problem
- Refund or claim reference number
- Lost-item inquiry number
- Description of the issue
- The refund, correction, assistance, or other resolution requested
Do not post ticket numbers, payment information, home addresses, telephone numbers, account details, medical information, or other private information in a public review.
LIRR Train Schedules and Service Alerts
The Long Island Rail Road operates 24 hours a day, seven days a week, but schedules vary by branch, station, time of day, construction, and planned service changes.
The most useful source for current train information is the MTA TrainTime app, which provides:
- Train schedules
- Real-time departure information
- Track information
- Service alerts
- Trip planning
- Mobile ticket purchasing
- Customer-care chat
For current LIRR information, riders can also visit the official Long Island Rail Road page.
Check service conditions shortly before traveling, particularly during severe weather, construction, major events, and weekends when schedules may change.
LIRR Ticket and Fare Help
Call 511 or 718-217-5477 and say “Long Island Rail Road” for ticket and fare information.
The phone system provides routes for:
- Schedules
- Fares
- Ticket Services
- Group travel
- Lost & Found
- Ticket refunds
- Ticket machine assistance
- Comments and concerns
Fare rules can differ depending on whether the ticket is peak, off-peak, weekly, monthly, purchased through TrainTime, bought from a machine, or purchased onboard.
Check the current fare rules before traveling rather than relying on an older paper timetable or previous ticket price.
LIRR Ticket Refunds
LIRR refund eligibility depends heavily on the ticket type.
Current MTA policy allows refunds on eligible unused or partially used monthly and weekly tickets, subject to applicable conditions.
A $10 administrative fee generally applies to each refund transaction.
The refund value of a weekly or monthly ticket declines as the ticket remains valid, so riders who know they will not use the ticket should submit the refund request promptly.
One-Way and Day Pass Refunds
Most current one-way tickets and Day Passes are not refundable after the initial purchase period.
Exceptions include:
- Paper tickets: May be refunded without a fee at the ticket office of the station where they were purchased for up to 30 minutes after purchase, provided that ticket office is open.
- Mobile tickets: May be refunded without a fee for up to two minutes after purchase if they have not been activated.
Different rules apply to certain older tickets purchased before January 4, 2026.
Use the official LIRR Ticket Refund page before submitting a claim.
How to Refund a Monthly or Weekly TrainTime Ticket
Eligible unexpired monthly and weekly mobile tickets can generally be refunded directly in TrainTime.
Open the ticket and select:
- Actions
- Refund
If multiple tickets were purchased in the same transaction and are refunded together, the administrative fee may only be charged once.
For questions about a mobile-ticket refund, use MTA’s online customer-feedback system.
Mailing a LIRR Paper Ticket Refund
Eligible monthly or weekly paper tickets can be submitted at a ticket office or by mail.
For mailed refunds, include the required LIRR ticket refund form and the original ticket. Copies are not accepted.
The current refund mailing address is:
LIRR Ticket Refunds Department
Jamaica Station – MC 1410
Jamaica, NY 11435
Keep copies of the refund form and mailing information for your records before sending the original ticket.
LIRR Ticket Services
Ticket Services provides monthly-ticket customers with automatic delivery of eligible monthly tickets to the TrainTime app.
For LIRR Ticket Services questions:
- Call 511 or 718-217-5477
- Say “Long Island Rail Road”
- Then say “Ticket Services”
Ticket Services representatives are currently available Monday through Friday from 7:30 AM to 5:00 PM.
Ticket Services customers can also email traintime@lirr.org for account assistance.
LIRR Ticket Machine Problems
If a ticket machine charges the wrong amount, fails to issue a ticket, retains money, or creates another transaction problem, save as much information as possible.
Record:
- Station
- Ticket machine number
- Date and time
- Amount paid
- Ticket type requested
- Transaction number when available
- First six and last four digits of the payment card only if the official claim form specifically requests them
Call 511 or 718-217-5477 and select the Ticket Machine option for assistance.
Do not publish card information or ticket-machine claim details in a public review.
LIRR Lost and Found
If you lose an item on a train, platform, station, parking area, or other LIRR property, complete the official online Lost Property Customer Inquiry Form.
Use the LIRR Lost and Found page to begin.
After submitting the form, the MTA provides a reference number.
LIRR advises allowing approximately 5 to 7 business days for recovered property to reach and be processed by the Lost & Found facility.
Recovered LIRR property is sent to the Lost & Found Office at Penn Station.
LIRR Lost & Found Office
The office is located in Penn Station between Tracks 16 and 17 in the Exit Concourse.
Current public hours are:
- Monday, Wednesday, Friday: 7:20 AM-7:20 PM
- Tuesday: 7:20 AM-1:00 PM
- Thursday: 1:00 PM-7:20 PM
- Saturday, Sunday, and holidays: Closed
Complete the lost-property inquiry before making a special trip to the office.
LIRR Accessibility and LIRR Care
The LIRR Care Program assists customers with mobility limitations who need help boarding or exiting a train.
Call:
LIRR asks riders to call at least two hours before the scheduled departure when possible.
The LIRR Care telephone service is available 24 hours a day, seven days a week, including holidays.
Be prepared to provide:
- Departure station
- Planned travel time
- Destination
Real-time assistance is also available at certain major terminals with shorter advance notice.
Use the official LIRR Care page for current accessibility information.
How to File an LIRR Complaint
MTA provides an online feedback system for complaints, questions, suggestions, and employee commendations.
Use the MTA Customer Feedback form.
When reporting a problem, include:
- Date and time
- LIRR branch
- Origin and destination
- Station
- Train number or departure time
- Train-car number when available
- Description of what happened
- Any previous case number
- The resolution requested
Providing specific train and location information can help MTA direct the report to the correct department.
Train Delays and Service Problems
For a delayed or canceled LIRR train, check TrainTime and current service alerts first.
Service changes can result from:
- Signal or switch problems
- Track work
- Weather
- Police or emergency activity
- Disabled trains
- Infrastructure work
- Special events
If the problem requires follow-up after travel, submit an MTA Customer Feedback report with the train, station, date, and time.
Avoid relying on screenshots or social-media posts from earlier in the day because LIRR conditions can change quickly.
Station Parking Problems
Parking at LIRR stations is not always operated by the Long Island Rail Road.
Depending on the station, parking may be managed by:
- A village
- A town
- A county
- A private operator
- Another local organization
Use the individual station page on MTA.info to determine who manages the parking lot before submitting a complaint about permits, meters, snow removal, towing, or maintenance.
The LIRR may still be responsible for station platforms, tracks, waiting areas, or other railroad property at the same location.
LIRR Safety and Emergencies
For an emergency or an immediate threat to safety, call 911 or notify MTA personnel immediately.
MTA Police patrol LIRR trains, stations, and property.
The MTA Police non-emergency number is 212-878-1001.
Do not use ordinary customer-service channels for an active emergency.
LIRR Scam Warning
MTA warns customers that it will not call, text, or email unexpectedly to demand money or private personal information.
Be cautious of messages claiming that you must immediately pay:
- An unpaid fare
- A ticket penalty
- A refund fee
- A lost-item recovery charge
- An account-verification fee
Verify suspicious communications using MTA.info, TrainTime, 511, or 718-217-5477 rather than contacting a number included in an unexpected message.
Who Operates the LIRR?
The Long Island Rail Road is operated as an MTA agency under the legal name The Long Island Rail Road Company.
Its current listed legal address is:
MTA Long Island Rail Road
93-02 Sutphin Blvd.
Jamaica, NY 11435
The railroad serves stations across Long Island, Queens, Brooklyn, and Manhattan, including Penn Station, Grand Central Madison, Atlantic Terminal, and Jamaica.
For ordinary rider issues, begin with 511, 718-217-5477, TrainTime, or the MTA feedback system rather than the MTA corporate office.
How to Escalate an LIRR Customer Service Problem
If an issue remains unresolved:
- Gather the ticket, receipt, TrainTime information, train number, station, dates, and previous correspondence.
- Call 511 or 718-217-5477.
- Select the department that matches the problem.
- Submit an online MTA Customer Feedback report when written documentation is useful.
- Save the case or reference number.
- Follow up through the existing case if the promised response, refund, or correction does not occur.
- For specialized matters such as ADA complaints, police complaints, or Title VI concerns, use the dedicated MTA reporting process.
LIRR Customer Service Reviews and Complaints
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Because no reviews have been submitted on this page, there is not enough CustomerServiceNumbers.com feedback to identify current praise or complaint patterns involving LIRR schedules, delays, fares, TrainTime, refunds, station conditions, accessibility, lost items, or customer service.
If you have recently contacted the LIRR, you can share your experience below. Helpful reviews identify the issue, train or station involved when relevant, which support route was used, how LIRR responded, and whether the matter was resolved.
Frequently Asked Questions
What is the LIRR customer service phone number?
Call 718-217-5477, also written as 718-217-LIRR. Riders can also dial 511 and say “Long Island Rail Road.”
Is LIRR customer service available 24 hours?
MTA states that customer help is available 24/7, but individual LIRR departments and ticket offices have separate hours.
How do I contact LIRR through TrainTime?
The TrainTime app provides real-time trip information and customer-care chat.
How do I get a refund for an LIRR ticket?
Refund eligibility depends on the ticket type. Monthly and weekly tickets may qualify under current MTA rules, while most one-way tickets and Day Passes are generally nonrefundable after the short initial cancellation period.
How much is the LIRR ticket refund fee?
A $10 administrative fee generally applies to eligible refund transactions.
How do I report a lost item on LIRR?
Complete the electronic Lost Property Customer Inquiry through the official LIRR Lost and Found page.
Where is LIRR Lost and Found?
The LIRR Lost & Found Office is located at Penn Station between Tracks 16 and 17 in the Exit Concourse.
What is the LIRR accessibility assistance number?
Call LIRR Care at 718-547-7227. The service is available 24/7, and LIRR recommends calling at least two hours before departure when possible.
How do I complain about an LIRR train or employee?
Use the MTA Customer Feedback form or call 511. Include the date, time, train, station, car number when available, and a description of the issue.
Where is LIRR headquartered?
The Long Island Rail Road Company’s current legal address is 93-02 Sutphin Blvd., Jamaica, NY 11435.
Related Customer Service Pages
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CustomerServiceNumbers.com has helped consumers locate customer-service information and share customer experiences since 2004. This site is independent and is not owned or operated by the Long Island Rail Road, Metropolitan Transportation Authority, New York State, or any MTA agency.
The purpose of this page is to help riders find the correct official route for schedules, tickets, refunds, lost property, accessibility assistance, complaints, and other LIRR customer-service issues.
Share Your LIRR Customer Service Experience
If you have contacted the Long Island Rail Road about a train delay, ticket, refund, TrainTime issue, lost item, station problem, accessibility request, fare, or complaint, describe the issue, support route used, response received, and whether the matter was resolved.
Privacy warning: Do not post ticket numbers, TrainTime account details, payment information, home addresses, telephone numbers, lost-property reference numbers, medical or accessibility information, police-report details, or other sensitive personal information.
Customer Service Information Disclaimer
CustomerServiceNumbers.com is an independent information and review website and is not affiliated with the Long Island Rail Road, Metropolitan Transportation Authority, or New York State. CustomerServiceNumbers.com cannot access TrainTime accounts, change train schedules, issue ticket refunds, locate lost property, arrange accessibility assistance, investigate employee complaints, or act on behalf of the LIRR or MTA.
Schedules, fares, refund policies, contact information, station hours, Lost & Found hours, accessibility services, and ticket rules can change. Verify important travel and payment information directly with the MTA before taking action.