The transit authority that runs subways, commuter trains and buses in New York City is giving up on a system that sent automated alerts about service disruptions through Twitter.
It also caught riders, and some in the MTA, off guard, even as other transit agencies considered following suit.
MTA officials estimated the cost could run as high as $50,000 a month. For a transit agency that faces a multi-billion dollar deficit, paying that much raised concerns. On Friday, the Bay Area Rapid Transit System announced its alerts were temporarily unavailable due to technological issues, though a spokesperson said they hoped to have the issue fixed soon. A spokesperson for Chicago Transit Authority confirmed they were considering ending alerts, citing what they described as Twitter’s “diminished” effectiveness for real-time transit information.
The MTA's decision to scale back its use of Twitter comes as many institutional users of the platform wrestle with changes Musk has made in an effort to make the service profitable, including asking users to pay for identity verification checkmarks. Now, information about service, including the real-time position of subway cars, are available through a variety of electronic sources, both on people's smartphones and in stations. Consumer research has suggested that subway riders seeking information on Twitter account for a relatively narrow slice of riders.
Last month, the agency sent out 21,000 replies on Twitter — responses that offered a valuable public window into the MTA’s customer service policy, according to Rachael Fauss, a senior policy advisor at the watchdog group Reinvent Albany.
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