The RIDE Customer Support
Whether you have questions about The RIDE's application process or want to submit a compliment or complaint, our customer service team is ready to handle your inquiry.
Below are answers to frequently asked questions about how to contact The RIDE's customer support team.
Frequently Asked Questions
Appealing a No-Show, Late Cancelation, or Suspension
If you’re not at your RIDE pick-up point within five minutes of the driver’s arrival, your trip will be considered a no-show. If you cancel your trip less than one hour before the scheduled pick-up time, it’s considered a late cancelation.
Excessive late cancelations or no-shows may result in the suspension of your RIDE service.
Learn more about our no-show/late cancelation policy
If you disagree with the MBTA’s assessment of a no-show, late cancelation, or suspension, you can appeal.
The appeals board will notify you in writing of its decision. If the board uphold a suspension, start and end dates will be given. The decision of the Paratransit Appeals Board is final.
Contact Us
If you have questions, comments, complaints, or feedback about The RIDE, please contact MBTA Customer Support:
800-392-6100 (toll-free)
617-222-3200 (voice/relay)
711 for TTY callers; VRS for ASL callers
Elevator/Escalator Hotline: 617-222-2828
Hours:
Monday – Friday: 6:30 AM – 8 PM
Saturday – Sunday: 8 AM – 4 PM
The Customer Engagement Coordinator in System-Wide Accessibility & Customer Liaison for The RIDE are responsible for coordinating the resolutions of ADA/Accessibility complaints once they are received.
Emergencies
If you have an emergency related to The RIDE or other MBTA transit, please contact the Transit Police at 617-222-1212.