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The RIDE Customer Support

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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

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.

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.

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.