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Updates for RIDE Customers

In August 2020, we introduced Routematch, a new software system meant to improve scheduling efficiencies, introduce new website features, and provide customers with real-time trip updates.

Over the past year, we have listened to your feedback and concerns. We acknowledge the poor service you have experienced when using The RIDE and we sincerely apologize for any delays in service or issues you may have experienced as a result of this effort.

In the coming weeks, to improve operations and ensure reliable service for our RIDE customers, the MBTA will transition back to the previous software system called ADEPT. Our commitment to providing reliable and timely service to our customers remains our primary focus.

We sincerely appreciate your continued patience and recognize that this is another significant change. We strive to provide each customer with the best quality public transportation daily and take pride on our delivery to all customers. We are confident this will allow us to best ensure reliable operations and safe service for our customers.

We’ll provide more updates about this change in the coming weeks.

What You Can Expect in the Coming Weeks

The RIDE will continue to maintain the same service commitments, policies, and fare processes for servicing customers. Additionally, your eligibility will not change due to this transition.

Changes to trip notification calls

The RIDE will revert to the previous practice of only two notification calls for upcoming trips. You will receive the following calls for each trip:

  • Night-before reminder call: Provides a scheduled 20-minute pick-up window for trip scheduled the following day
  • Arrival notification call: Notification when your vehicle is approaching so you can go to the door and prepare for a pickup

A different booking website

Soon, customers who currently use the optional trip-booking website will revert to using the ADEPT booking website. This website provides customers with the ability to book trips online, view upcoming trips, and cancel scheduled trips.

The RIDE is not changing the experience of booking and paying for trips over the phone.

Improved service and on-time performance

Most importantly, this software transition will allow the RIDE to prioritize service to our customers by improving on-time trip performance and making operations more consistent.

Read FAQs about these changes

Make a Reservation

You can schedule trips 1 – 5 days in advance.

You can also call TRAC at 844-427-7433 to book your trip.

Changes to How You Book Your RIDE

We’re reverting back to our previous system for scheduling RIDE trips online.

Learn what these changes mean for you

Read FAQs about these changes

Make a Reservation

You can schedule trips 1 – 5 days in advance.

You can also call TRAC at 844-427-7433 to book your trip.

Changes to How You Book Your RIDE

We’re reverting back to our previous system for scheduling RIDE trips online.

Learn what these changes mean for you

Read FAQs about these changes