On-time Service Guarantee

T riders expect timely service and we promise to meet your expectations. If your service is delayed more than 30 minutes, we'll give you a complimentary fare.

From its inception, the MBTA′s Customer Bill of Rights has always stated that any customer whose trip is delayed by more than 30 minutes is eligible for a complimentary fare.  The MBTA, which is pleased to be one of the few transit systems that make such a pledge, will continue to honor this commitment to its customers.  The MBTA, however, can no longer afford to provide a complimentary round-trip fare in instances in which no more than a one-way trip was delayed.  By adhering to the On-Time Guarantee program′s original intent, the MBTA is able to maintain this important customer service initiative while remaining focused on providing safe and reliable public transportation.

To be eligible for a complimentary fare, you must submit your claim within 10 calendar days of the service delay occurrence. Simply fill out the form after hitting “Continue” button at the bottom. This is a 5-step process and will take about 5 minutes. Follow the steps as described one-by-one, making sure to fill in all required fields correctly. After you submit all required information, you will be asked to activate your claim. To activate your claim, follow the directions in the email you will receive from us within 14 calendar days of submitting this form. If you do not activate within 14 days, your claim will expire and you will lose your right to a complimentary fare for this delay claim.

Proceed to On-time Service Guarantee form »