NJ TRANSIT Customer Care: Complete, Practical Guide

Core Contact Channels and When to Use Them

NJ TRANSIT operates one of the largest statewide transit networks in the U.S., with pre‑pandemic weekday ridership of roughly 900,000 trips across bus, rail, and light rail (FY2019). With that scale, customer care is organized across phone, web, in‑person, and mobile channels so you can pick the fastest route to a resolution. For most riders, the quickest options for real-time help are the phone line and the Mobile App’s Help/Contact features; for documentation-heavy issues (refunds, claims, commendations/complaints), the online forms create a traceable case number.

Phone agents typically staff daytime hours, while self‑service tools (alerts, trip planner, and the automated phone system) run 24/7. Social channels post service alerts rapidly during disruptions but are not a substitute for filing formal complaints or refund requests. In-person Customer Service windows at major terminals can print and validate fare media, assist with Reduced Fare applications, and answer complex itinerary questions.

• Phone (General Customer Service): 973-275-5555. Live agents are generally available daily 8:30 a.m.–5:00 p.m. (hours may shift on major holidays). An automated system provides schedules and next‑departures 24/7.
• Website (Contact/Forms): njtransit.com/contact-us. Use for complaints, commendations, refund requests, ADA questions, Lost & Found submissions, and documentation upload.
• Mobile App Support: NJ TRANSIT Mobile App (iOS/Android) → Help/Contact Us for ticket issues, device transfers, and purchase receipts.
• Social Alerts: X (Twitter) systemwide at @NJTRANSIT and bus-specific at @NJTRANSITBus. Best for service alerts; limited for account-specific help.
• In‑Person Customer Service Desks: Newark Penn Station (1 Raymond Plaza West, Newark, NJ 07102); Hoboken Terminal (1 Hudson Place, Hoboken, NJ 07030); New York Penn Station (NJ TRANSIT Concourse; hours and window locations vary by day).
• NJ TRANSIT Headquarters (mail/correspondence): One Penn Plaza East, Newark, NJ 07105.
• Accessibility/TTY: Use NJ Relay by dialing 711 to reach 973-275-5555 if you are Deaf, hard of hearing, or have a speech disability.

What Customer Care Can Do (and the Fastest Paths)

Customer Care handles fare and ticketing issues (including mobile ticket problems and duplicate charges), service quality complaints or commendations, ADA/accessibility assistance, Reduced Fare program inquiries, Lost & Found, and general trip planning that goes beyond the online Trip Planner. For safety or security issues in progress, call 911 first, then notify NJ TRANSIT Police (non‑emergency channels are separate from customer care).

Documenting your case speeds resolution. Keep your ticket/pass details (serial number or Mobile App receipt ID), vehicle/route, date/time, boarding point, and any photos. For service complaints, note the exact schedule/trip number and the operator/vehicle number if visible. For refunds, hold onto original paper fare media until Customer Service instructs you to mail it; for mobile tickets, do not activate what you intend to refund.

• Fare/ticket problems: Start in the NJ TRANSIT Mobile App → Help for mobile purchases; for paper tickets/passes or billing questions, call 973-275-5555, then file at njtransit.com/contact-us to obtain a case number.
• Service complaints/commendations: File via njtransit.com/contact-us with trip/date/vehicle details. Phone can add context, but the online form creates the formal record.
• Lost & Found: Submit a report at njtransit.com/lostandfound with item description and last‑seen details; you’ll be notified if a match is found. Pickup locations depend on where the item turns up (major terminals typically handle retrieval).
• Reduced Fare and accessibility: See njtransit.com/reducedfare for eligibility and application steps. For ADA paratransit (Access Link), start at njtransit.com/access-link for eligibility, reservations, and policies.

Mobile App, Tickets, and Refunds

The NJ TRANSIT Mobile App (iOS/Android) supports purchasing and displaying one‑way, round‑trip, weekly, and monthly products across rail, bus, and light rail where applicable. Always activate your mobile ticket just before boarding; conductors and fare inspectors cannot accept screenshots. Keep your device charged and signed in. If you replace or reset your phone, use the app’s device transfer feature or contact support via Help/Contact to move active tickets—limit rules apply to prevent fraud.

Refunds and exchanges follow product‑specific rules. Generally, one‑way/round‑trip tickets are non‑refundable once used or activated; weekly and monthly passes may be refundable on a prorated basis if submitted promptly and in unused/partially used status, subject to deductions and processing rules. Submit requests online (njtransit.com/contact-us) and retain the original pass until instructed to mail it; include your case number on any envelopes. Processing times depend on volume and whether original media must be inspected.

Accessibility and Language Assistance

For ADA paratransit, Access Link provides origin‑to‑destination service within 3/4 mile of local fixed bus routes, in accordance with the Americans with Disabilities Act. Start with eligibility and service details at njtransit.com/access-link. Once eligible, reservations, no‑show policies, and service windows are outlined during your intake; Customer Care can help escalate urgent issues like missed trips or recurring scheduling errors.

Interpretation is available. Phone agents support English and Spanish, and additional languages can be bridged via language‑line services upon request. Riders who are Deaf, hard of hearing, or have speech disabilities can reach Customer Service through NJ Relay by dialing 711 and asking the operator to connect to 973-275-5555.

Lost and Found and Claims

Submit Lost & Found reports as soon as you realize an item is missing—same day yields the best results. Use njtransit.com/lostandfound and include route/line, direction, time, seat area, and a precise description (brand, color, case markings). If an item is matched, you’ll receive pickup instructions and a location (typically a terminal Lost & Found office aligned to where the item was processed).

For damaged items or incidents, file a detailed report via njtransit.com/contact-us, selecting the appropriate category. Include photos, receipts, and any police or station reports if applicable. Customer Care will assign a case number and, if needed, route your claim to the appropriate department for investigation and follow‑up.

Practical Response Times and Best Practices

For most web‑submitted cases, initial acknowledgment with a case number is immediate, and a first human response often arrives within 3–5 business days under normal volumes. During severe weather or major service disruptions, queues are longer; using the phone line early in the day (before 10:00 a.m.) or later in the afternoon can reduce hold times. Social channels post service alerts rapidly, but for formal remedies (refunds, ADA requests, complaints) always file through the website or app to create a record.

Keep copies of everything: screenshots of mobile tickets, bank statements for disputed charges, and photos of any posted detours or stop closures. When you call, ask the agent to read back your case number and the summary they entered. If your issue is time‑sensitive (e.g., pass refund deadlines), state that clearly and follow up through the same case thread rather than starting a new one.

Escalation, Governance, and Constructive Feedback

If your case stalls, reply to the original case email with “Follow‑up” in the subject and your case number, then call 973-275-5555 referencing that same number. Concise timelines and factual notes help supervisors triage quickly. For recurring operational problems (missed trips, chronic overcrowding on specific runs), include at least three recent dates/times; patterns receive higher priority in service planning reviews.

NJ TRANSIT’s Board of Directors meets regularly in Newark (One Penn Plaza East, Newark, NJ 07105). Public meeting schedules, agendas, and instructions for public comment are posted at njtransit.com/board. For systemic issues affecting many riders, submitting written comments ahead of a Board meeting, in addition to filing customer service cases, ensures your feedback reaches both operations and policy leadership.

Quick Reference

• Customer Service Phone: 973-275-5555 (use NJ Relay 711 if needed).

• Contact/Forms: njtransit.com/contact-us

• Alerts: @NJTRANSIT and @NJTRANSITBus on X (Twitter)

• Lost & Found: njtransit.com/lostandfound

• Reduced Fare: njtransit.com/reducedfare

• ADA Paratransit (Access Link): njtransit.com/access-link

• Headquarters: One Penn Plaza East, Newark, NJ 07105