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Routematch FAQ

On August 15, 2020, we introduced Routematch, a new software system for The RIDE that will improve service and dispatch operations, making it easier for you to book trips from your computer.

What can I do to be prepared for this transition?

Here are a few things you can do to be ready for the Routematch transition:

  • Reserve your rides as soon as you know the days and times you will need. You can schedule trips 1 – 3 days in advance. Same-day requests cannot be accommodated.
  • Be patient with your drivers and reservationists, as they too will be adjusting to new technology and processes.
  • Please be sure to notify The RIDE if you have changed your phone number recently to ensure you receive automated phone messages about your RIDE.

Do I need to sign up for a new account?

Yes. If you already book your trips through the existing software (TRAC), you will need to sign up for a new account through Routematch.

How do I use the new booking website?

Read frequently asked questions about the web portal

Where can I file a complaint or make a suggestion to improve Routematch?

We are sorry to hear The RIDE did not meet your expectations for service. We are confident the new system will greatly improve your experience, and we thank you for your patience during the first few weeks of our transition.

If you would like to file a formal complaint, please:

Please note: If you feel comfortable, please provide your RIDE ID, trip date and time as part of your complaint. It helps us investigate and better identify trips that did not meet your expectations.

Is this why my fare is increasing?

No. The MBTA approved fare increases in spring 2019. The fare increase has no connection to the RIDE's implementation of Routematch software.

Why did I get a pickup window for my upcoming trip?

The night before your scheduled trip, you will receive your standard call back, which will include a 20-minute pickup window. For example, the call might provide a pickup window between 8:00 AM – 8:20 AM.

There is no change to the RIDE’s pickup standards, only a change to the calls you receive before your RIDE arrives.

My RIDE is late—what should I do?

We apologize for the late arrival of your RIDE. We aim to arrive within the 20-minute pickup window.

The TRAC team is always ready to share an update for your RIDE over the phone. With Routematch, you will be able to see real-time trip updates when your driver is within 1 hour of your pick-up location at mbta.com/booktheride.


Translation options and Braille versions of a customer FAQ were provided for customers in a mailed letter.