Leave something on your train? We can help! In October, the LIRR unveiled its new, bigger and brighter Lost and Found Office at Penn Station. The new facility is focused on functionality and customer experience, in keeping with the more spacious and light-focused design of the new Penn Station. The new office occupies 1,100 square feet (100 square feet larger than its predecessor) of space between Tracks 16 and 17 in the Exit Concourse that had been previously occupied by Hudson News.
The new office features an inviting, well-lit customer area with accessible iPads where customers can file claims and speak with a customer service agent for further assistance. The office conforms to the standards of the Americans with Disabilities Act in all areas, including a counter for those filling out inquiries that is compliant with height accessibility. The inventory storage area contains mobility clearances for employees. The layout is configured in a square, lending itself to a more fluid workflow of moving items from intake to return. The Lost and Found has updated its security features including enhanced access control to the back office and high-ticket item areas, as well as video surveillance.
See the new space for yourself here:
“We understand that losing a personal item can cause a great deal of anxiety for our customers, and we want to help alleviate that loss any way we can,” LIRR President Philip Eng said. “We remain focused on continuing customer experience improvements, and our employees do a tremendous job helping reunite customers with their lost items. This new Lost and Found space will help us refine the overall process and help serve our customers better.” For more information you can find the October 15th press release here.
Further Transforming the Penn Station Experience
The transformation of Penn Station continues to move forward, with construction related to the East End Gateway and LIRR Concourse project requiring the temporary relocation of the LIRR’s Ticket Office. The relocated Ticket Office, with six ticket windows, opened between the Main Gate area and the Central Corridor, with the LIRR’s Customer Service Office also relocated alongside the six temporary ticket windows.
Maintaining the highest levels of customer service throughout the East End Gateway construction is the MTA’s priority, and this new ticketing area was fast-tracked to keep up with customer needs throughout construction. Moving just down the concourse allows the current ticket office to be demolished and reimagined as part of Phase 2 of the East End Gateway project. The new space features three full-service windows, including one ADA accessible window. Click this link for a map showing the new location.
A Public Information Center (PIC) will be opening at the concourse level. The PIC will be a resource to inform the public about the ongoing construction activities, exciting new features of the Penn East End Gateway – LIRR Concourse and will host events, such as lectures and project information sessions. The overall Penn Station redevelopment master plan continues to move forward and will fully transform the LIRR Concourse into a modern, world-class transportation hub. For more information and construction photos, please visit the East End Gateway and LIRR Concourse project page on AModernLI.com.