Scheduling and Changing Trips
Once your account is funded you can start scheduling trips on The RIDE. Your trips must be scheduled one to five days in advance. Please note that trips can’t be booked after 5 PM for travel the following day. Unfortunately, same-day requests can’t be accommodated.
Keep reading to learn more about the scheduling process and how to change your existing reservation.
Book Your Trip Online
You can view, book, and cancel your trips online anytime.
You can also call TRAC at 844-427-7433 to book your trip.
There are multiple ways to schedule your trips on The RIDE. Choose the best option for you from the dropdown menu below.
Choose Your Trip Type
The RIDE offers three types of trips for you to choose from:
This is best if you need to be at a destination before a specific time (e.g., you have a 9 AM doctor’s appointment).
Arrival-time trips don’t guarantee a specific pick-up time. We’ll confirm your pick-up window during callbacks, the night before your trip. Your pick-up time may be earlier than you expect.
This is best if you need to leave a location after a specific time (e.g., leaving work at 5 PM).
Requested arrival and departure times must be at least 45 minutes apart.
If you take the same trip more than once a week, you can call TRAC to schedule a subscription. This eliminates the need to schedule each trip individually.
If your eligibility status for The RIDE changes or you don’t have any funds in your account, your subscription service may be interrupted. If this happens, contact TRAC as soon as possible to confirm your automatically scheduled trips.
Changing or Rescheduling a Trip
You may change your trip until 5 PM the day before without penalty. If you're given a pick-up time that doesn't work for you when you receive your call-back the night before a trip, you can request to negotiate a different time. You may only negotiate a different time by phone, not online.
Keep in mind that some changes are not considered negotiations, which means you’ll pay a premium fare for these trips. Non-negotiable changes may include:
- Requesting a pick-up time change that’s more than 30 minutes earlier or later than the original time
- Requesting a change less than an hour before your trip
- Changing your pick-up or drop-off location
- Rescheduling a missed trip
Not all changes can be accommodated, so call TRAC at 844-427-7433 (voice/relay) or 857-206-6569 (TTY) as soon as possible if you’re delayed or something changes. Calling TRAC to request a new pick-up time will result in a premium non-ADA fare of $5.60. TRAC will do its best to incorporate your modified trip request into the day’s schedule.
Text The RIDE
RIDE customers can text 781-980-RIDE (7433) to check the arrival time for their trip, see a list of upcoming trips, check their account balance, or cancel a trip without having to call The RIDE Access Center (TRAC).
If you text from a number associated with your RIDE account, you’ll automatically get information. If you text from a different number, you will be prompted to log in by responding with your RIDE ID and birth date (MM/DD/YYYY).
Text this phrase to
|Text this phrase to781-980-RIDE (7433):||ETA||To get:||Estimated time of arrival for your pick-up|
|Text this phrase to781-980-RIDE (7433):||Trips||To get:||A list of upcoming scheduled trips|
|Text this phrase to781-980-RIDE (7433):||Balance||To get:||How much money is in your RIDE account|
|Text this phrase to781-980-RIDE (7433):||Cancel||To get:||Prompts to cancel trips|
Receive Text Messages About Your Trip
You can also now receive your night before and day-of trip notifications by text message. Text “Subscribe” to 781-980-RIDE (7433) from a phone number in your RIDE account to sign up. If you’d like to update your contact information, please call 617- 865-1643 or use this form.
Trip Cancelations and No-Show Violations
You may cancel your trip online or by phone until 5 PM the day before without a penalty. If you cancel less than an hour before your trip, it will be considered a late cancellation.
Please review the late cancellation/no-show policy for more information.
If you’re not at the pick-up location within five minutes of the driver’s arrival and the driver cannot contact you, you'll incur a no-show violation. The vehicle arrival time will be announced during the arrival notification call to indicate that your driver is nearby. At this point you should head to your location's outermost door.
The RIDE Guide
Download a PDF version of the important information that explains how to get started with The RIDE.