MBTA Announces New Charlie Service Center and Customer Service Improvements

The Charlie Service Center opens at 296 Washington Street on July 29.

The Massachusetts Bay Transportation Authority (MBTA) today announced the opening of the Charlie Service Center, a new customer service facility to serve the public at 296 Washington Street, between Milk Street and Water Street in downtown Boston, on Monday, July 29, 2024. Located near State and Downtown Crossing stations, the Charlie Service Center replaces the CharlieCard Store previously located within the Downtown Crossing concourse.

Key Details

• Location: 296 Washington Street, between Milk and Water Street
• Nearby Stations: State and Downtown Crossing
• Opening Date: Monday, July 29, 2024
• Hours: Appointments only Monday 8:30 AM - 12:15 PM, all transactions Tuesday - Friday 8:30 AM - 5 PM
• Services: All services previously offered at the CharlieCard Store will remain available
• More Information: Visit mbta.com/CharlieServiceCenter

The purpose of the move was twofold: to mitigate recurring maintenance concerns and to provide a better experience for riders and employees.

"We are committed to providing the public the level of service they both expect and deserve, and this new Charlie Card Service Center does exactly that. On behalf of our workforce, I am excited to welcome the public to our new and fully accessible street-level location," said MBTA General Manager and CEO Phillip Eng. "I thank the many MBTA teams that came together to bring this new Center to fruition, from our Customer and Employee Experience team, to the Sign Shop, Carpenters, Electricians, Engineers, and beyond."

"Now centrally located at the street level downtown and fully accessible, the Charlie Service Center will continue to play a pivotal role in best serving our riders, from assisting seniors, TAP users, and those using the Blind Access Pass to helping anyone replace a damaged or expired CharlieCard," said Acting Chief Administrative Officer Jeff Cook. "The Center will also include the added benefit of in-person support in using the MBTA's Charlie Digital Assistant to connect eligible riders with reduced fare options starting August 1, which is an important tool as we transition to contactless payments."

Services Offered

• Buy passes for any mode
• Replace a damaged or expired CharlieCard
• Request a Senior CharlieCard, Transportation Access Pass (TAP), or Blind Access Pass
• Process a name change on a Senior CharlieCard, Transportation Access Pass (TAP), or Blind Access Pass with a valid ID
• Use cash to make deposits for the RIDE paratransit service accounts

Reduced Fare Programs at the Charlie Service Center

• Senior and TAP CharlieCard holders receive approximately 50% off one-way fares and passes on bus, subway, Commuter Rail, and ferry.
• Blind Access program participants receive free travel on bus, subway, Commuter Rail, and ferry.

More information about Reduced Fares programs is available at mbta.com/fares/reduced.
More information about the RIDE is available at mbta.com/TheRIDE.

New Reduced Fare Contactless Payment Assistance

Starting August 1, 2024, as part of the launch of Tap to Ride on the MBTA system, the Charlie Digital Assistant will become available for reduced fare riders to connect their reduced fare entitlement with this new way to pay. The Charlie Service Center will offer in-person support for riders using the Charlie Digital Assistant. Using Tap to Ride is optional and only recommended for riders who pay as they go.

Customer Service Call Center Improvements

In addition to the new Charlie Service Center, the MBTA is bringing its Customer Service Call Center back in-house to improve customer support, led by its Customer and Employee Experience Division. The Call Center handles approximately 19,000 calls and 3,000 web inquiries monthly. To contact our Customer Service Call Center, riders can call 617-222-3200.

"The Customer Service Call Center plays an important role in improving our rider communications efforts, ensuring a streamlined, consistent approach to addressing rider inquiries," said MBTA Chief of Customer and Employee Experience Danny Levy. "I'm also excited that the Charlie Service Center is now relocated and able to provide a better customer experience for our riders and workplace for our employees."

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