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What to Expect on Your Trip

the ride on a trip

Temporary Changes to The RIDE

Updated May 29, 2021

All riders and drivers are required to wear face coverings while on MBTA vehicles, including people who are fully vaccinated. 

As part of the continuing effort to protect the health and safety of customers and MBTA employees, and to preserve the continuity of essential travel services, the following service changes have been made in consultation with The Riders’ Transportation Access Group, the Boston Center for Independent Living, and the Massachusetts Senior Action Council. 

Getting Ready for Your Trip

Be ready to travel at least 5 minutes before your scheduled pick-up time. Please be prepared to wait up to 15 minutes after that time for The RIDE to arrive, and dress appropriately for the weather. Carry needed medications, oxygen, etc. in case you travel longer than expected.

The driver will go to your door and wait for you—up to 5 minutes after your scheduled pick-up time. If you are not there after 5 minutes, the driver will contact their dispatcher to get clearance to leave.

Expect three reminder calls confirming your trip. The night before, one hour before your trip, and 10 minutes before your driver arrives.

Your RIDE is not considered late until 15 minutes after your scheduled pick-up time. If it has not arrived in that time window please contact The RIDE Access Center (TRAC). 

You can track your driver’s estimated time of arrival within 1 hour of your pick-up window using the web portal, or interactive voice response (IVR) system. The web portal allows you to track your vehicle on a map.

  • Do not leave your pick-up location to call before the end of the 15-minute waiting period.
  • Please be patient—schedules change for many reasons, including traffic, customer delays, and weather. Dispatchers coordinate with drivers, MBTA staff, and customers to troubleshoot problems and keep schedules running on time.

If you require assistance at any time, call TRAC as soon as possible at 844-427-7433.

When Your Driver Arrives

customer boarding the ride with lift

All drivers receive sensitivity and safety training. They’ll ask for your name to ensure they’re picking up the correct person. Let them know if you’d like to use the lift to board the vehicle.

Even if you have a PCA traveling with you, your driver will assist you door-to-door to and from the RIDE vehicle. However, your driver can’t accompany you inside your home, or past the main lobby of buildings.

If you have personal items, your driver must be able to carry them in one trip while safely assisting you. Please limit heavy or large items. Transportation will not be provided to customers who do not follow this policy at time of pick-up.  

Children need to ride in a customer provided car seat that is appropriate for their age and weight. Drivers will assist in carrying the seat to and from the vehicle, but the customer or their PCA must provide and install the car or booster seat in accordance with all federal and state laws. School transportation is not provided.

Mobility Devices on The RIDE

the ride operator securing wmd


Trips spanning multiple communities within the MBTA service area, or trips to MetroWest Regional Transit Authority and Brockton Area Transit, may require a transfer trip. If your trip originates in the MBTA service area TRAC will coordinate travel on your behalf.

You will either remain on your vehicle until the actual transfer to the other vehicle takes place, or if required, be assisted to the receiving agency’s transfer location and then continue on your trip. There is no assistance available at the Brockton Area Transit drop location.

Running Late for your RIDE?

If you are delayed at an appointment, call TRAC at 844-427-7433 and ask to be put on “will-call” status. This will trigger the premium non-ADA fare of $5.60.

We’ll do our best to incorporate your modified trip into the day’s schedule, but it may not be guaranteed. Always book your return trips with sufficient time should unforeseen circumstances arise.

Contact Us

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

Phone: 844-427-7433
TTY: 857-206-6569

The RIDE Guide

customer boarding the ride with lift

Download a PDF version of the important information that explains how to get started with The RIDE.

The RIDE Guide

customer boarding the ride with lift

Download a PDF version of the important information that explains how to get started with The RIDE.