A state audit of Long Island Railroad service to Grand Central Madison since its opening suggests disparities between service expectations and addressing passenger needs.

New York State Comptroller Thomas DiNapoli made several recommendations to the MTA and LIRR, with the main one being to listen to riders. 

The comptroller found LIRR service increased only 23% across all branches after Grand Central Madison opened. That's compared to the 41% increase LIRR officials said would be offered.

The report also says the LIRR did not document and could not support that changes made to the schedule stemmed from passenger feedback.

DiNapoli also said the new LIRR timetable did not always address passenger needs as LIRR officials said it would.

Charlton D'Souza is the president of Passengers United, a passengers advocacy group.

He says his organization brought up several suggestions to the MTA, but feels they aren't listening.

"Listen to their passengers, I think that's the most important thing,” he said. "People just want even service at all the stations."

In a statement about the audit, DiNapoli said, “MTA and LIRR have made major improvements in bringing service to Grand Central Madison, but more can always be done. It’s my hope that this audit provides some constructive insights into ways to improve how LIRR riders’ concerns are handled and their riding experience enhanced.”

D’Souza says passengers prefer Penn Station and Atlantic Terminal to Grand Central Madison because he says it’s easier to access subway connections. 

He says the MTA should offer incentives to increase ridership to Grand Central Madison.

"They need to offer discounts to commuters as an incentive to use Grand Central,” said D'Souza.

News 12 reached out to the MTA and LIRR for a comment on the audit but has not has yet to hear back.