The RIDE Customer Support | The RIDE

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

Below are answers to frequently asked questions about how to contact The RIDE's customer support team.

Frequently Asked Questions

What if my driver doesn’t arrive?

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

If your driver hasn’t arrived within 15 minutes of the scheduled time, please call The RIDE Access Center (TRAC) at 844-427-7433. A dispatcher will locate your driver and provide an estimated arrival time.

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

What if I don't get a callback?

The RIDE Access Center (TRAC) 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, please call TRAC at 844-427-7433 to make sure your trip has been scheduled.

Can I submit feedback about the RIDE?

The RIDE welcomes your suggestions, compliments, and complaints.

Online

Customer Support: Send a message on our website

Phone

617-222-3200 (voice/relay)
800-392-6100 (toll-free)
617-222-5164 (TTY)

Write to us

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

If you submit a complaint, The RIDE will investigate it and respond.

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 MBTA immediately.

The RIDE welcomes your suggestions, compliments, and complaints.

Online

Customer Support: Send a message on our website

Phone

617-222-3200 (voice/relay)
800-392-6100 (toll-free)
617-222-5164 (TTY)

Write to us

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

If you submit a complaint, The RIDE will investigate it and respond.

Appealing a No-Show, Late Cancelation, or Suspension

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

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

Learn more about our no-show/late cancelation policy

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

How to appeal a no-show, late cancelation, or suspension

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 Notice of Intention to Appeal form completely and follow all of the instructions below. Incomplete applications will not be processed.

View and download the Notice of Intention to Appeal form

By Mail

Note that the form must be postmarked within 30 days of the date the warning notice was issued.
Fill out the Notice of Intention to Appeal form.
List the dates of the violations you want to appeal and why you think they should be excused.
Include any supporting documentation.
Mail it to:

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

In Person

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

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

THE RIDE will contact you to schedule an appeal time. Bring all supporting documents for your case to your appeal.

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 Notice of Intention to Appeal form completely and follow all of the instructions below. Incomplete applications will not be processed.

View and download the Notice of Intention to Appeal form

By Mail

Note that the form must be postmarked within 30 days of the date the warning notice was issued.
Fill out the Notice of Intention to Appeal form.
List the dates of the violations you want to appeal and why you think they should be excused.
Include any supporting documentation.
Mail it to:

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

In Person

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

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

THE RIDE will contact you to schedule an appeal time. Bring all supporting documents for your case to your 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

If you have questions or comments about The RIDE, please contact MBTA Customer Support:

800-392-6100 (toll-free)
617-222-3200 (voice/relay)
617-222-5146 (TTY)

Hours:

Monday – Friday: 6:30 AM – 8 PM
Saturday – Sunday: 8 AM – 4 PM

Emergencies

If you have an emergency related to The RIDE or other MBTA transit, please contact the Transit Police at 617-222-1212.