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The RIDE Customer Support

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Whether you have questions about The RIDE application process, or you want to submit a compliment or complaint, our customer service team is ready to handle your inquiry.

Keep reading to learn answers to frequently asked questions, as well as contact information for customer support.

Frequently Asked Questions

Appealing a No-show, Late Cancellation, or Suspension

If you’re not at your RIDE pick-up point within 5 minutes of the driver’s arrival, your trip will be considered a no-show. If you cancel your trip less than 1 hour before the scheduled pick-up time, it’s considered a late cancellation.

Excessive late cancellations or no-shows may result in the suspension of your RIDE service. 

Learn more about our no-show/late cancellation policy

If you disagree with the MBTA’s assessment of a no-show, late cancellation, or suspension, you can appeal.

The appeals board will notify you in writing of its decision. If the board uphold a suspension, start and end dates will be given. The decision of the Paratransit Appeals Board is final.

Contact Us

Question or feedback for our team?

Email us at: theride@mbta.com

Call us at:
800-392-6100 (toll-free)
617-222-5123 (voice, relay)

Emergencies

If you have an emergency, please contact the Transit Police.

Contact Us

Question or feedback for our team?

Email us at: theride@mbta.com

Call us at:
800-392-6100 (toll-free)
617-222-5123 (voice, relay)

Emergencies

If you have an emergency, please contact the Transit Police.