Access-A-Ride commendations, complaints, or suggestions

Access-A-Ride aims to provide customers with the best possible service, and we want to hear from you about your travel experience in our system.  

Please use one of the following methods to share your comments, commendations, or complaints with us:

1. Call 877-337-2017 and press “6,” to speak with an intake agent from 9 a.m. to 5 p.m. Monday to Friday. Customers with hearing loss may use their preferred relay service provider or the free 711 relay service to reach 877-337-2017.
2. Write to MTA New York City Transit, Department of Paratransit, Customer Relations, 130 Livingston Street, Brooklyn, NY 11201.
3. Email us using our online form and select “Paratransit (Access-A-Ride)” in the “MTA service” field.

Make your comment or complaint while the details are still fresh in your mind. If you have a complaint, we will do our best to resolve it. When making a complaint, please tell us your name, address, telephone number, and AAR MetroCard/ID number. Also, provide specific details of your complaint and when and where it happened. If you are complaining about a trip, the information on your trip ticket helps us investigate.

The MTA and its affiliated and subsidiary Agencies are committed to providing non-discriminatory service to ensure that no person is excluded from participation in, or denied the benefits of, or subjected to discrimination in the receipt of their services on the basis of race, color or national origin as protected by Title VI of the Civil Rights Act of 1964 (“Title VI”).

To request more information about Title VI, or to submit a written complaint if you believe that you have been subjected to discrimination, you may complete and submit the Title VI and Related Nondiscrimination Laws form or contact:

MTA Department of Diversity and Civil Rights
2 Broadway, 16th Floor
New York, NY 10004
Telephone: (800) 466-8577

To request language assistance services free of cost, you can contact 511.

In addition to your right to file a complaint with MTA and its Agencies, you have the right to file a Title VI complaint with the U.S. Department of Transportation, Federal Transit Administration, Office of Civil Rights, Attention: Title VI Program Coordinator, East Building 5th Floor—TCR, 1200 New Jersey Ave. SE, Washington, DC 20590.