Skip to main content

Support and Contact

Customer Support

What to Do if Your Driver Doesn’t Arrive

Please allow 15 minutes past your scheduled pick-up time for your driver to arrive. Don’t leave your pick-up point within this timeframe.

If they haven’t arrived after 15 minutes, call your RIDE service provider to help you locate them.

Your RIDE driver isn’t considered late until 31 minutes after your scheduled pick-up time.

What to Do if You Don’t Get a Callback

Your service provider will call with your next day trip information between 6 PM and 9 PM the night before. If you don’t get a call by 9 PM, call your service provider to make sure your trip has been scheduled.

Filing a Complaint

To file a complaint, contact the Office for Transportation Access (OTA).

    Phone

    800-392-6100 (voice/relay)
    617-222-5123 (voice/relay)

    Mail

    MBTA - OTA, The RIDE
    10 Park Plaza
    Room 5750
    Boston, MA 02116

    The OTA will investigate and respond to your complaint. Your complaint will also be shared with the Access Advisory Committee to the MBTA unless you request otherwise when you’re filing your complaint.

    The MBTA will not tolerate retaliation toward or intimidation of a RIDE customer for filing a complaint or concern of any kind. If you feel you have been subjected to retaliation or intimidation, contact the Access Advisory Committee to the MBTA immediately.

    Appealing a No-show, Late Cancellation, or Suspension

    Your driver is permitted to leave after waiting for you at your pick-up point for 5 minutes. If you don’t appear, your trip will be marked as a no-show. If you cancel your trip less than an hour before the scheduled pick-up time, it’s considered a late cancellation.

    If you cancel or have no-shows for trips regularly, your RIDE service may be suspended for a period of time. Please read the no-show/late cancellation policy for more information.

    If you disagree with the MBTA’s assessment of a no-show, late cancellation, or suspension, you can appeal. The form has to be postmarked within 30 days of the date of the warning notice.

    If you file a notice of intent to appeal and you’re facing suspension, the suspension won’t take effect until after your case has been decided.

    Please fill out the form completely and follow all of the instructions. Incomplete applications will not be processed.

    Mail

    1. Fill out the Notice of Intention to Appeal Form.
    2. List the dates of the violations you want to appeal and why you think they should be excused.
    3. Include any supporting documentation.
    4. Mail it to:

                   MBTA RIDE NSLC Appeals Board
                   10 Park Plaza
                   Room 5750
                   Boston, MA 02116

    In Person

    1. Fill out the Notice of Intention to Appeal form.
    2. Circle the dates on your notification that you want to appeal.
    3. Mail both documents to:

           MBTA RIDE NSLC Appeals Board
           10 Park Plaza
           Room 5750
           Boston, MA 02116
       
    4. THE RIDE will contact you to schedule an appeal time.
    5. Bring all supporting documents for your case to your appeal.

    The appeals board will notify you in writing of their decision within xx days. If they uphold a suspension, they will list the start and end dates for it in their letter to you. The board’s decision is final.

    Contact The RIDE

    General Questions, Fares, and Account Information

    Phone

    800-533-6282 (in-state, toll-free)
    617-222-5123 (voice, relay)

    Eligibility—The RIDE Eligibility Center (TREC)

    Phone

    617-337-2727 (voice, relay)

    Address

    1000 Massachusetts Avenue
    2nd Floor
    Boston, MA 02118

    Trip reservations, scheduling, and dispatch—The RIDE Access Center (TRAC)

    North Area

    Greater Lynn Senior Services (GLSS)

    844-427-7433 (voice, toll-free)
    857-206-6569 (TTY, toll-free)

    West Area

    Veterans Transportation Services (VTS)

    877-765-7433 (voice, toll-free)
    888-553-8294 (TTY, toll-free)

    South Area

    National Express (NEXT)

    844-427-7433 (voice, toll-free)
    857-206-6569 (TTY, toll-free)

    Emergency

    617-222-1212 (voice/relay)
    617-222-1200 (TTY)