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The RIDE Support and Contact

More from The RIDE

Learn more about The RIDE, MBTA’s door-to-door, shared-ride paratransit service.

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 your driver hasn’t arrived after 15 minutes, please call TRAC at 844-427-7433. They will locate your driver and can estimate their time of arrival. 

What to Do if You Don't Get a Callback

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, call TRAC to make sure your trip has been scheduled.

Submit Feedback about The RIDE

The RIDE welcomes your suggestions, compliments, and complaints.

Online

Email: theride@mbta.com
Customer Support: Send a message on our website

Phone

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

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.

    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. Please visit our policies page for more information, or download the full 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 form must be postmarked within 30 days of the date the warning notice was issued.

    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.

    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

    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. If they uphold a suspension, they will list its start and end dates. The decision of the Paratransit Appeals Board is final.

    Contact The RIDE

    Contact our main office if you have general questions about fares or account information.

    Email

    theride@mbta.com

    Phone

    The RIDE Eligibility Center (TREC)

    Contact TREC if you have questions about eligibility.

    Phone

    617-337-2727 (voice, relay)

    Address

    1000 Massachusetts Avenue
    2nd Floor
    Boston, MA 02118

    The RIDE Access Center (TRAC)

    Contact TRAC if you want to make reservations, have questions about scheduling, or need to speak to dispatch.

    Phone

    Online

    Emergencies

    If you have an emergency, please contact the Transit Police at 617-222-1212 (voice/relay) or 617-222-1200 (TTY).