Customer Bill of Rights

In an effort to provide you with premier public transportation and customer service excellence, we pledge to honor these rights:

You right to on-time service

If you service is delayed more than thirty minutes, your ride is on us. We guarantee it.¹

Your right to safe service

Your safety is our top priority. If we're not performing to your standards, please "Write to the Top." Top level management will respond.

Your right to courteous, clean, accessible, and dependable service

Simply put - you deserve the best. If you find out service less than adequate, please "Write to the Top." Top level management will respond.

Your right to be notified of significant service delays

If your bus, subway, or commuter rail train is more than 15 minutes late, updated service information will be made available at the following locations: www.mbta.com, SmarTraveler - 617-374-1234 or *1 (for cell phone users), P.A> announcements on all subway platforms, and electronic message boards on all commuter rail platforms.

Your right to be heard

We promise to make your issues count. Convenient and prominently located bus, train, and station posters will get you the information you need to "Write to the Top." Top level management will response to your concerns.

¹The MBTA Customer Service Guarantee is based on the following terms and conditions. If any portion of your trip is delayed over 30 minutes, you are eligible for a complimentary fare. To redeem your complimentary fare, you must submit a claim within 10 days of the delay occurrence by filling an online claim for at www.mbta.com or by mailing an On Time Service Guarantee Claim Card. Claim Cards are available on buses, at subway stations, and at the following schedule areas: North Station, South Station, Route 128, and Back Bay Stations.