Skip to main content

Customer Bill of Rights

Our Commitment to You

A safe ride every time

We’re continuously monitoring the system to help keep you safe. In addition to Transit Police patrolling the system all day, cameras have been installed in stations and on our vehicles, and T employees are keeping their eyes and ears open for suspicious activity. You can help too. If you see something, say something by calling the Transit Police at 617-222-1212 or by speaking to an MBTA official.

Courteous, clean, accessible, and dependable service

All T employees are trained to ask the question, “How can we help you today?” Simply put, we’re here to help you reach your destination in a timely and positive way. If you find our service less than adequate, see a concern, or have an idea for how to improve the system please let us know how we can do better by sending a note to Customer Support.

Accurate and timely information

We make it our priority to provide you with timely information on service conditions and delays. If we anticipate delays of more than 15 minutes on any service we will post that information to mbta.com, send alerts to T-Alerts subscribers, and post information to station message boards. Want to know where your bus or train is? Download one of our more than two dozen apps to track your bus, subway, or commuter rail train.

Improved communications

Your comments, questions, and ideas help make the T better. The General Manager and T’s senior management team are always out on the system. Join them at regular “Join the GM” sessions and customer roundtables. Can’t meet us in person? Send a note to Customer Support on our website or on Twitter. We make it our priority to respond within 5 days.

Transparent performance measures

How are we performing toward our goal of providing on-time, reliable service? The latest facts and figures about our performance are available on our Performance Dashboard.