RID 2.25.1 - The RIDE Guide.pdf

Guide to The RIDE Service

RID 2.25.1

Contents General Information

Terms to Know

What is The RIDE Flex?

Service Hours and Areas

Fares

Manage Your Account and Funds

Schedule a RIDE

Take a RIDE

Policies to Know

Customer Bill of Rights

No Show/Late Cancel (NSLC) Policy

Customers Aged 11 and Under

Mobility Devices

Traveling with Animals

Traveling with Bags and Packages

What if I don’t get my preferred pick-up window?

Will I be traveling with other people?

Can I schedule a trip on the day I need it?

Can I request a specific vehicle or driver?

Can I make same day changes to my pick-up/ drop-off location?

Can I still use the fixed route if I take The RIDE?

How do I submit a question, complaint, or compliment?

Other Accessible Services

Other Travel Options

Reasonable Accommodation Requests

Get Involved in the RIDE Community

Contact Information

General Information

What is The RIDE?

The RIDE is the MBTA’s public paratransit service. It serves people whose disabilities prevent them from using the bus, the subway, or trolley (also known as fixed-route service) some or all of the time. The RIDE provides accessible door-to-door, shared-ride travel for eligible passengers.

Safety and accessibility are The RIDE’s top priorities. Vehicles may include ramps, lifts, or other accessibility features. They can accommodate most mobility devices. RIDE drivers will also help you get to and from your door. Your travel time on The RIDE should be comparable to the same trip taken on the bus, subway, or trolley plus 20 minutes.

Though you will schedule your trips with The RIDE, it is still public transportation. This means you will travel with others going in the same general direction. And remember, as a RIDE customer, you can still use buses, subways, and trolleys if they are accessible to you. Depending on your trip, one service may be more convenient than the other, so you are welcome to mix and match.

We can’t wait to get you where you need to go!

The RIDE is operated by the Massachusetts Bay Transportation Authority (MBTA). It follows the guidelines of the Federal Americans with Disabilities Act

(ADA).

The RIDE is a shared, public transportation service: it is not a medical service, human service, or form of private transportation.

Though we do our best to accommodate as many people as possible, paratransit is not intended to be a comprehensive system of transportation that meets all the needs of persons with disabilities.

Terms to Know We recognize there are many paratransit- and RIDE-specific terms to understand, and it can feel like a lot to manage. Keep this glossary in mind if you come across a new term while reviewing the RIDE Guide!

TERM DEFINITION

Americans with Disabilities Act (ADA)

The Americans with Disabilities Act (ADA) is a federal civil rights law passed in 1990. It prohibits discrimination against people with disabilities in everyday activities.

The ADA guarantees that people with disabilities have the same opportunities as everyone else. This includes in public transportation.

Fixed-route service

Fixed-route service refers to the MBTA’s buses, subways, and trolleys that have set stops and schedules. The ADA requires The RIDE to operate anywhere within ¾ of a mile of a fixed-route rail line or bus stop.

Note: The Commuter Rail is not considered fixed route for paratransit purposes.

Mobility Center

The MBTA’s Mobility Center is for anyone who wants to explore accessible transit options. You’ll schedule an appointment with the Mobility Center as part of the eligibility process for The RIDE. The Staff at the Mobility Center can also help you plan accessible fixed-route travel and complete your trips successfully, including through travel training.

Address: 1000 Massachusetts Ave, Boston, MA Phone: 617-337-2727

Massachusetts Bay Transportation Authority (MBTA)

The MBTA is the public transportation system for the Greater Boston area. It includes subways, buses, trains, ferries, and The RIDE.

Paratransit Paratransit is a transportation service for eligible riders with disabilities. Paratransit provides rides without fixed routes or fixed schedules.

Personal care attendant

(PCA)

A PCA is a person who helps you complete daily personal tasks and activities. For The RIDE, this can be a professional PCA or a friend or family member assisting you.

One PCA can travel for free with a RIDE customer.

The RIDE Access Center (TRAC)

The RIDE Access Center (TRAC) handles RIDE scheduling. Contact TRAC if you want to make reservations, make changes to scheduled trips, ask questions about scheduling, or if your vehicle has not arrived on time or you are having another issue with a trip in progress.

Phone: 844-427-7433

TTY: 857-206-6569

https://www.ada.gov

What is The RIDE Flex?

The RIDE Flex is a flexible, on-demand travel option for eligible RIDE customers.

It does not replace The RIDE. It just gives you more options when planning your trips!

Flex allows customers to schedule trips on the day of travel directly with Uber and Lyft at a subsidized rate. Flex customers who schedule a standard RIDE trip may have trips moved/shifted from a RIDE vehicle to an Uber or Lyft vehicle based on availability. Trips are not shifted by customer request. If you do not want a particular trip shifted, you can opt out during scheduling.

You can find more information on Flex eligibility, fares, and sign-up here:

www.MBTA.com/therideflex.

Note: The RIDE Flex does not offer traditional ADA paratransit-level service. You may ask drivers for help getting in and out of the vehicle, but we can’t guarantee that they will provide door-to-door service. If you need full ADA paratransit-level service, please schedule a standard RIDE.

Service Hours and Areas Hours The RIDE operates 365 days a year, generally from 5 AM – 1 AM. It largely follows the hours of the fixed route. Sometimes, parts of the fixed route may operate outside the standard hours. If a RIDE trip begins and ends within 3/4 of a mile of that route, extended RIDE hours may be available for that trip.

https://www.mbta.com/accessibility/the-ride https://www.mbta.com/accessibility/the-ride/the-ride-flex

Service Area The ADA requires that The RIDE offer service within 3/4 of a mile of any bus, subway, or trolley stop. The RIDE also offers an extended service area for premium fares to serve as many people as possible.

The RIDE serves these cities and towns in their entirety:

• Arlington

• Bedford

• Belmont

• Beverly

• Boston

• Braintree

• Brookline

• Burlington

• Cambridge

• Canton

• Chelsea

• Cohasset

• Concord

• Danvers

• Dedham

• Everett

• Hingham

• Holbrook

• Hull

• Lexington

• Lincoln

• Lynn

• Lynnfield

• Malden

• Marblehead

• Medfield

• Medford

• Melrose

• Middleton

• Milton

• Nahant

• Needham

• Newton

• Norwood

• Peabody

• Quincy

• Randolph

• Reading

• Revere

• Salem

• Saugus

• Sharon

• Somerville

• Stoneham

• Swampscott

• Topsfield

• Wakefield

• Walpole

• Waltham

• Watertown

• Wenham

• Weston

• Westwood

• Weymouth

• Wilmington

• Winchester

• Winthrop

• Woburn

The RIDE serves portions of these cities and towns:

• Abington

• Avon

• Billerica

• Brockton

• Stoughton

• Wellesley

Fares A hold is put on the total fare amount when you book a trip and is deducted from your account when you take the trip or released when you cancel. Your fare will be confirmed when you book your trip.

Please make sure to include any personal care attendant (PCA, children, or guests when you schedule your trip. Note that each reservation is limited to a maximum of three passengers, including yourself. Anyone you bring with you must be picked up and dropped off at the same locations that you are.

Depending on where your trip begins and ends, you will either be charged an ADA or Premium fare.

ADA fares apply to trips that begin and end within 3/4 mile of a fixed-route stop

Premium fares apply to trips that begin or end beyond 3/4 mile of a fixed-route stop

Two types of reduced fares are accepted on The RIDE – the Senior Reduced Fare and an income-based reduced fare. For more information on who qualifies for reduced fares and how to apply, visit www.MBTA.com/fares/reduced.

RIDER DESCRIPTION ADA FARE PREMIUM

FARE

INCOME- ELIGIBLE

OR SENIOR

REDUCED FARE

RIDE customer, scheduled RIDE

One RIDE customer. $3.35 $5.60 $1.70/$2.80

RIDE customer, late change to trip

Rides that are changed after 5 P.M. the day before travel incur a premium fare.

$5.60 $5.60 $5.60

Personal care attendant (PCA)

One PCA rides free with you. They can only ride with you to and from your destination.

Free Free Free

Children under 11 years (up to two)

Up to two children under 11 years old may ride free with you. They can only ride to and from your destination.

Free Free Free

Guests (non-PCAs) Standard fares for ADA and Premium rides. $3.35 $5.60 N/A https://www.mbta.com/fares/reduced

Manage Your Account and Funds

Update Your Profile It’s important to keep your RIDE profile up to date. This ensures that we can get in touch with you and keep you safe on your trips. You can update some of your own profile information online or through the app. You can also contact TRAC to update contact information or the Mobility Center to note changes to your mobility status.

Here are a few things to know about the contact information in your profile:

• A primary phone number or email is required to use the RIDE mobile or web app.

• Your primary phone number must be unique and can not be associated with another RIDE account.

• You may add a secondary phone number to your profile so you can get alerts at another number and/or so a PCA, caregiver, or family member can receive trip updates.

• Notifications can be assigned to primary or secondary phone numbers.

• To receive trip and account balance email notifications, you will need to provide a unique email address.

Update Mobility Information For changes in your mobility status or mobility devices that you use, contact the Mobility Center at 617-337-2727 (voice/relay or email MBTAmobility@mtm-inc.

net. Mobility status changes include things like moving from using a walker to using a wheelchair, or acquisition of a service animal.

PCA Always can be added to a customer’s profile if they will always be traveling with a PCA (personal care attendant. A PCA can be a relative, spouse, friend, or professional attendant. PCA Always may be helpful to customers who need assistance with their mobility device or personal items or who need some extra support during travel. PCAs will always ride free with the customer. Customers with PCA Always on their profile will not be transported unless a PCA is with them.

http://MBTAmobility@mtm-inc.net

Create a Web Account You can find out how to set up your account and start booking trips at www.

MBTA.com/theride in the “Scheduling and Changing Trips” section.

To change a trip, please call TRAC at 844-427-7433. The web portal and app do not offer the ability to modify existing trips.

Add Funds You can add funds to your RIDE account online, via The RIDE app, by phone, in person, or by mailing a check or money order. Please note that your account cannot go into the negative, and you’ll need enough funds in your account to cover the fare for a trip you want to schedule. Customers can also opt in to auto-reload through the website or app, which will add a specific amount of money when your account reaches a certain balance. There is a $10 minimum to add funds by credit or debit card.

HOW TO ACCESS DETAILS TIME TO POST

Online www.MBTA.com/theridefares

Sign into your account to add funds 24 hours a day.

Receipt: email confirmation

Instantly

Phone Call 888-844-0355

- Select option 2

Call to make a deposit or check your balance.

Available hours:

Monday – Friday: 7 AM – 8 PM Saturday – Sunday: 9 AM – 5 PM Receipt: confirmation number

Instantly

Mail Address:

MBTA-RIDE Fares PO Box 845097 Boston, MA 02284-5097

Mail your check or money order at your convenience. Cash not accepted.

Receipt: canceled check or money order

Five business days after mailing

In Person Visit the Charlie Service Center

Available hours:

www.MBTA.com/fares/charlie-service-center Receipt: provided by staff

Instantly http://www.MBTA.com/theride http://www.MBTA.com/theride http://www.MBTA.com/fares/charlie-service-center

Check Your Balance To check the balance in your account, you can:

• Login into your online account or The RIDE app

• Call TRAC at 844-427-7433

• Call 888-844-0355, and select option 2

Please note: If you cancel or do not take your trip, the fare amount will be returned to your account balance in about an hour.

Eligibility Renewal If you are found eligible for The RIDE, you will be given an eligibility expiration date with your notification. For most customers, eligibility is a three-year period.

You will need to renew your RIDE eligibility when it expires. If your eligibility lapses and you are a RIDE Flex customer, you will also lose access to your monthly subsidized trips. We recommend recertifying before your eligibility expires to prevent a lapse in services. Please contact the Mobility Center at 617- 337-2727 before your expiration date to schedule a recertification interview.

Refunds and Account Closure Once per year you can request a partial refund from your RIDE account. If you no longer intend to use The RIDE services, you have the option to close your account and receive a full refund. Keep in mind that if you choose to close your RIDE account you will be required to reapply and go through the full eligibility process if you would like to start using The RIDE again.

To request a partial refund or to close your account, please call MBTA Customer Support at 617-222-3200; TTY: 711 or fill out the form at www.MBTA.com/ customer-support.

http://www.MBTA.com/customer-support http://www.MBTA.com/customer-support

Schedule a RIDE

Book Your Trip You have three options for how to book your trips on The RIDE:

• You can visit www.MBTA.com/booktheride and follow the link to our online booking platform. Online booking is available 24 hours a day, but you will not be able to book after 5 PM for travel the following day.

• You can call TRAC at 844-427-7433. When you call, you’ll speak with a reservationist who will walk you through booking your trip. TRAC reservationists are available to book trips from 8:30 AM to 5 PM every day.

However you book a trip, you’ll need to have this information handy:

• Your RIDE ID

• The day and date of travel

• The times you want to be picked up or dropped off

• The full addresses of your pick-up and drop-off locations

• Information on anyone who will be traveling with you, any mobility devices you plan to bring, and service animals that will be on the trip

Here are a few more things to know about scheduling your trips:

• You can book trips based on arrival time or pick-up time.

- Book by arrival time when you want to be somewhere by a certain time; for example, if you want to be at your friend’s house for dinner by 6 PM. Arrival-based trips may arrive at your destination up to 30 minutes before the requested arrival time. Plan ahead for a safe place to wait, especially if you will not be able to go inside your destination early.

- Book by pick-up time if you cannot leave before a specific time; for example, you want to be picked up from work and your shift ends at 3 PM. Pick-up based trips may pick up from your location up to 30 minutes after the requested pick-up time.

https://www.mbta.com/accessibility/the-ride

• After your trip is booked, you will be given a 30-minute pick-up window. Please be prepared for your ride to arrive during the 30-minute pick-up window. Your trip is not considered late unless your pick-up window has passed. Whether you book by pick-up time or arrival time, it is best to leave yourself a little extra time in case of delays.

If you are booking multiple trips in one day, please remember:

• An arrival-based trip followed by a pick-up-based trip must have at least 45 minutes between the requested times.

• Two pick-up-based trips must have at least 2 hours between the requested times.

• A pick-up-based trip followed by an arrival-based trip must have at least 2.5 hours between the requested times.

• Two arrival-based trips must have at least 2.5 hours between the requested times.

These guidelines exist to ensure efficient scheduling and to help drivers meet estimated travel times.

Recurring Trips If you take the same trip at least once a week, consider setting up a recurring trip so you don’t have to schedule your trip(s) each week. To set that up you’ll need to call TRAC. Here are a few things to know:

• Recurring trips are subject to availability.

• Recurring trips are not scheduled on holidays (New Year’s Day, Martin Luther King Jr. Day, Presidents’ Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, Christmas Day).

• If you still need to make your usual trips on a holiday, please schedule those separately.

• Consider signing up for auto-reload in The RIDE app or online, which will load a specified amount of money once your account reaches a certain balance.

• Two consecutive no-shows for round trips will cancel a recurring trip.

• If your eligibility status changes it may interrupt your scheduled trips.

Change or Cancel Your Trip Change Your Trip You may change your trip until 5 PM the day before the trip. After 5 PM, trips for the following day are set and in most cases cannot be changed. Any changes that are made same day will incur a full premium full. To change a trip, call TRAC at 844-427-7433.

For more details on changing trips, check out The RIDE website, www.MBTA.com/theride.

Cancel Your Trip When cancelling a trip, we appreciate as much notice as possible. This helps us to ensure that our service isn’t disrupted for other riders. Please cancel trips as soon as your plans change.

• Visit www.MBTA.com/booktheride or use The RIDE app to find the scheduled trip and cancel it

• Call TRAC at 844-427-7433

Customers must follow the No-Show/Late Cancellation Policy found in this guide. We will consider your trip a “no-show / late cancel” (NSLC) if:

• You are not present at your pick-up location within five minutes after your scheduled pickup window, or

• You do not cancel your trip at least one hour before the beginning of your pick-up window

Notifications You have the option to receive four notifications about your upcoming trips via phone call, email, and/or text message.

• Booking confirmation: A post-booking confirmation will be sent 30 minutes after you schedule a trip and will include the details of any trips booked during your call to TRAC or online/app session.

• After 6:30pm the night before your trip: You will receive a night-before notification confirming your scheduled 30-minute pick-up window.

• 60 minutes before your driver arrives to pick you up: You will receive a notification when your driver is approximately 60 minutes away.

https://www.mbta.com/accessibility/the-ride/scheduling-and-changing-trips https://www.mbta.com/accessibility/the-ride/scheduling-and-changing-trips

• Arrival notification: You will receive a notification when your driver is nearing your pick-up location. Head to your pick-up location’s outer-most door to meet them!

• Low balance notification: You will get a notification when your account balance goes below $10.

Take a RIDE

Pick-Up Windows and Wait Times Make sure to be at your pick-up location at the start of your pick-up window.

The driver will wait up to five minutes after arriving. If you are not there after five minutes, the driver will contact their dispatcher to get clearance to leave.

Your RIDE is not considered late until your 30-minute scheduled pick-up window has lapsed. If the driver has not arrived by then, please contact The RIDE Access Center (TRAC) at 844-427-7433. You can also use the The RIDE app or web portal to track your trip.

If your driver can’t locate you, dispatch will verify they are in the right location and try calling you at the numbers we have on file. If dispatch can’t reach you, your trip will be marked as a no-show after a five-minute wait. If you are no-showed on your return trip and still need the trip, let TRAC know as soon as possible and they will schedule your trip for the next available driver in the area. The RIDE will make a total of three pick-up attempts, but after that, customers will need to coordinate their own transportation. Please keep in mind that we will not send another vehicle if you no-show your first trip of the day.

Tips for a Successful Pick-Up Be Patient

• Sometimes, a driver’s arrival can be delayed by issues out of their control. This includes traffic, customer delays, and inclement weather.

• You can check the real-time status of your trip on The RIDE app or website.

• Please do not contact TRAC for trip status unless your 30-minute pick up window has passed; there is very little TRAC can do until your trip is officially late. Then, you can check the status of your trip by calling 844-427-7433.

Be at Your Pick-Up Location on Time

• Meet your driver at your location’s outer-most door during your pick-up window.

Drivers cannot come inside your building – even into an entryway!

• If you are not at your pick-up location at your scheduled time, the driver will wait for five minutes. Then, they will get clearance from TRAC to leave.

• When you connect with your driver, confirm your name and last four digits of your primary phone number or your full RIDE ID number.

Inform Us of Changes

• If you know you will not be able to make your pick-up time, call TRAC and ask for the call when ready option. When you are ready to leave you will call TRAC back and they will schedule your trip on the next available vehicle. You cannot do call when ready for your first trip of the day. Call when ready incurs a premium non-ADA fare.

Time On the Vehicle Travel time on The RIDE can take up to the amount of time it would take to make the same trip via fixed route plus 20 minutes. Please keep in mind that trips on public transportation often take longer than driving directly between locations.

To get an idea of the longest you may be in a vehicle, enter the pick-up and drop-off locations for your trip into the Trip Planner at www.MBTA.com. For the most accurate results, deselect Commuter Rail and set the trip time to the same time and day that you plan to travel.

For example, if the Trip Planner says your trip could take up to 1 hour and 40 minutes, you can expect travel time on The RIDE to be up to 2 hours.

Transfers TRAC can coordinate transfers if you are traveling from The RIDE’s service area to a location in the MetroWest Regional Transit Authority or Brockton Area Transit service areas. These trips cannot be booked online or in the app. If you need to book a trip with a transfer, please call TRAC at 844-427-7433.

Note: You must have an account with MWRTA/DAB to schedule a transfer trip outside MBTA service area.

http://www.MBTA.com

Policies to Know

Customer Code of Conduct Sanctionable Offenses The MBTA has established two levels of sanctionable offenses.

Level One Offenses (Graduated Suspensions) Level one offenses are generally tied to safe operation or continuity of MBTA services, including:

• Use of alcohol or smoking cigarettes, or illegal substances on the vehicle

• Equipment tampering

• Use of threatening/abusive language

• Fraudulent use or misuse of RIDE or Flex service such as using another customer’s paratransit service or allowing someone else to use a customer’s account

• Unfastening seat belts or leaving seats while trip is in progress

• Behavior that disrupts the driver and/or other customers, such as yelling, throwing items, banging on windows, playing loud music, or engaging in loud telephone conversations

• Refusing to follow the vehicle operator’s instructions

• Failure to maintain control of a service animal

• Violation of the PCA Always policy

• Disruption of service, including refusing to leave the vehicle or blocking the vehicle from operating

Level One offenses are subject to the MBTA’s graduated service suspension policy, outlined below.

Level Two Offenses (Immediate Suspension) Level Two offenses are actions that present a direct threat to the safety of others, including illegal and other activities:

Illegal Activities

• Any instances of assault

• Criminal activity

• Destruction of property

• Unauthorized operation (or attempt to operate) an MBTA vehicle

These activities result in an immediate suspension of service without a written warning. Illegal or violent activity may result in a permanent suspension.

Other Level Two Offenses

• Physical aggression or intimidation

• Verbal or sexual harassment

• Medical symptoms or behaviors that pose a safety- or health-related threat to others

These activities result in an immediate suspension of service without a written warning.

RIDE Suspensions Notification Process The MBTA will review and document the offense, confirming all information. If confirmed, the MBTA will record the offending incident in a customer’s file and then inform them of the infraction. The MBTA will also transmit a letter to the customer as described below.

Level One Offense (First Time) The MBTA will email written customer warnings to the address on file, and follow up with a letter depending on the customer’s preferred method of contact.

Customers do not have the right to appeal warnings. The letters explain that additional violations of the policy will result in a suspension of RIDE and/or Flex service.

Level One Offense (Subsequent Infractions) For subsequent Level One offenses, the MBTA will transmit the suspension notification via U.S. mail. The letters explain the right to an appeal. Suspensions are graduated as follows:

• Second offense within two years: 15-day suspension (subject to appeal)

• Third and subsequent offenses within two years: 30-day suspension (subject to appeal)

Level Two Offenses (All Infractions) Level Two offenses will result in an immediate 30-day suspension of RIDE and/ or Flex service, pending further investigation. Customers suspended for illegal activities (see above may be subject to permanent suspension and possible criminal prosecution. Except for permanent suspensions, Level Two suspensions are subject to appeal, but service is not available while appeals are pending.

Suspensions for medical symptoms or behaviors that pose a health-related threat to others remain in effect until the symptoms are resolved (documentation required) or behaviors are mitigated.

PCA Always As outlined in the MBTA’s PCA Always policy, the MBTA offers customers and/or their designated representatives the opportunity to request a PCA Always designation.

Customers whose behavior is deemed seriously disruptive may have service reinstated if the behavior can be mitigated by always traveling with a PCA. See PCA Always policy for more information.

Appeals Customers wishing to appeal service suspensions must complete and submit a Service Suspension Appeal form to the MBTA. All appeals require an in-person or virtual hearing before the appeal panel. Service suspensions remain in effect during the appeal process. Staff reviewing or hearing appeals are separate from those involved in any aspect of proposed suspensions.

Customer Bill of Rights The MBTA’s privacy policy and anti-discrimination policy can be found at https:// www.mbta.com/policies.

Eligibility Determinations Customers have the right to:

• Request and receive eligibility-related communications in a preferred language and in an accessible format

• Participate in an eligibility process according to the DOT ADA regulations

• Confidentiality regarding documentation and conversations

• Receive copies of their assessment records from the Mobility Center within 30 days of their requests

• Appeal conditional eligibility decisions or denials in writing or in person up to 60 days after the decision

• Obtain current and complete information regarding RIDE procedures and policies in their preferred language

Scheduling RIDE Trips Customers have the right to:

• Have TRAC answer their calls promptly

• Have TRAC staff communicate courteously

• Confidentiality of the entire scheduling procedure

• Travel with one personal care attendant (PCA) at no cost

• Reserve trips with up to two companions

Customers and their companions are entitled to:

• Safe, reliable, and on-time service in well-maintained, clean vehicles

• Trips that take no longer than the same trip taken on fixed route, plus 20 minutes

• Properly trained, professional, courteous, and respectful drivers

• Wait indoors until the vehicle arrives

• Unless ready sooner, wait to board until the beginning of the pickup window

• A five-minute grace period to appear and board the vehicle once the vehicle arrives within the pickup window

• Receive a phone call from TRAC after five minutes have elapsed to confirm they are traveling

• Travel with service animals

• Use the vehicle’s lift upon request

• Receive driver assistance according to MBTA’s policies

• Travel with a personal care attendant at no cost

• Receive from drivers answers to customer inquiries, opening or closing windows, turning the radio volume up or down, and adjusting the vehicle’s climate controls

RIDE Customer Support Customers are entitled to:

• Contact MBTA Customer Support, without fear of retaliation, with requests, complaints, or comments by phone, letter, or via the MBTA website

• An appropriate investigation into the matter, including with applicable MBTA vendors

• A response from the MBTA that may include specific information about the actions taken to address the matter

Reasonable Accommodation Customers are entitled to:

• Submit to the MBTA a request for reasonable modifications/ accommodations to MBTA policies, practices, and procedures to ensure accessibility to MBTA services, programs, and activities.

No Show/Late Cancel (NSLC) Policy Your trip will be considered a “no-show” if you are not at your pick-up location by five minutes after your driver arrives. The trip will be considered a “late cancel” if you cancel less than one hour before the start of your pick-up window.

A pattern or practice of no-shows or late cancellations (NSLC) is a violation of The RIDE policy. It will result in a written warning, then possible suspension from using The RIDE. NSLC trips are considered a pattern or practice when a customer reserves seven or more trips within any month and no-shows or late cancels at least 20% of those scheduled trips.

OCCURRENCE OF VIOLATING

THE NSLC POLICY WARNING/SUSPENSION

1st occurrence Written warning

2nd occurrence 1-week suspension

3rd occurrence 2-week suspension

4th and subsequent occurrences 4-week suspension

If a no-show or late cancellation is beyond your control and you report it to TRAC, or if your trip is missed due to operator error, that trip will be removed from your account. It will not count towards the consideration of a “pattern or practice.”

If your plans change, please cancel your RIDE as soon as possible. No-shows and late cancellations affect both RIDE customers and the MBTA as they complicate the planning process and inconvenience other riders by causing detours and delays.

Before sending warning letters, the MBTA will review all NSLCs to ensure that the process was followed properly, and an accurate count is represented. If you receive warning or suspension letters and would like to dispute no-shows/ late cancellations, you can write to the MBTA (MBTA – The RIDE, 200 Newport Ave Ext, 3rd FL, Quincy, MA 02171) within 15 days of the date listed on the notification letter. Those who are unable to communicate in writing may call 617- 222-1550 to leave a voice message.

Customers Aged 11 and Under To travel independently on The RIDE, children 11 and under must demonstrate that, absent their disability, they would be able to take the fixed route independently. Our recommendation is that children under 11, and children who require higher levels of support, travel with a PCA.

A PCA may be anyone trusted to care for the customer: a parent, a guardian, a trusted sibling or friend, a hired medical attendant, etc. It must be a person who can assist the customer in ways beyond the service that drivers can provide.

Examples of how a PCA might assist a customer include:

• Installing the customer’s car seat or booster seat

• Confirming identifying details when the driver arrives

• Providing any care needed while in transit

To ensure your child does not travel without a PCA, their profile can be marked “PCA Always.” Please note that if a PCA is not present for a “PCA Always” customer, the driver will not be able to pick up that customer. Trips declined for this reason will be marked as “no-show” in the customer’s account.

The RIDE does not provide K-12 school transportation.

Please Note Drivers cannot install car seats or booster seats for customers.

All RIDE customers must abide by Massachusetts car seat laws.

All children riding in passenger motor vehicles must be in a federally approved child passenger restraint that is properly fastened and secured according to the manufacturer’s instructions until they are 8 years old OR over 57 inches tall.

More information on Massachusetts car seat laws can be found at www.mass.gov/info-details/car-seat-laws-in-massachusetts http://www.mass.gov/info-details/car-seat-laws-in-massachusetts

Mobility Devices RIDE vehicles can accommodate almost all types of mobility devices. When booking a trip, be sure to let your reservationist know if you require a vehicle that has a lift.

Manual Wheelchairs, Walkers, and Rollators If you’re able to walk but use a manual wheelchair, walker, or rollator, the driver will collapse and/or store this in the cargo area once you’re on board. The driver can help you get over one curb and one step but cannot carry you or your mobility device.

Power Wheelchairs and Scooters Your driver will offer you the optional use of an MBTA body belt in the vehicle.

The driver will also explain how they will fasten and unfasten seat belts on the vehicle’s wheelchair and scooter securement system.

Note: Please note that RIDE vehicles are not equipped to accommodate devices larger than 54” x 34”. To ensure that the lifts and vehicles can operate safely, the combined weight of the device and the rider may be no more 800 pounds.

Canes If you use a support cane, you can choose to hold it or store it in the cargo area of the vehicle. You cannot store it on the floor of the vehicle. If you use a red or white cane that collapses, you may collapse it and keep it with you.

Traveling with Animals Only service animals, as defined by the ADA, can travel with their owner on The RIDE. Here are a few things to know about traveling with a service animal:

• The Mobility Center can add a service animal to your profile. If you start using a service animal between eligibility appointments, please call the Mobility Center to update your profile.

• The service animal has to be under the control of the handler at all times.

• Service animals cannot be in a carrier or ride on a seat or a lap—they must be at the feet of the passenger in the vehicle.

• For further information, please review our Service Animal policy https://www.

mbta.com/accessibility/the-ride/the-ride-policies.

Traveling with Bags and Packages You must be able to bring any personal items you are traveling with to the vehicle in one trip. Once inside the vehicle, any personal items must fit within your personal space. Customers can bring small shopping carts, but they must be able to be collapsed and stowed in the vehicle. Customers with excess items may be denied boarding. Drivers do not assist customers in carrying their personal items to and from the vehicle.

https://www.mbta.com/accessibility/the-ride/the-ride-policies https://www.mbta.com/accessibility/the-ride/the-ride-policies

What if I don’t get my preferred pick-up window?

Whether you book online, in the app, or by phone you will get your estimated pick-up and drop-off times when you book your trip.

If you are calling TRAC to book your trip; you can do a trip negotiation as part of your booking call if you’re unhappy with your pick-up window.

Some changes are not considered “negotiations,” and will incur a premium non- ADA fare ($5.60 one-way). These include, but are not limited to:

• Requests less than one hour before a trip

• Rescheduling a missed trip

• Rescheduling at least 30 minutes earlier or later than the originally requested time

• Changes to pick-up or drop-off locations

Will I be traveling with other people?

Yes, you will most likely ride with other people! The RIDE is public transportation, so you will travel with others going in the same general direction as you. This means you may be in the vehicle as the driver stops to pick up or drop off other passengers. We do our best to build efficient routes and schedules based on the reservations we get.

Can I schedule a trip on the day I need it?

You cannot schedule a traditional RIDE for the same day you need it. The latest you can book your trip is 5 PM on the day before you need to travel. You can book your RIDE up to five days in advance.

If you are a RIDE Flex user, you can book trips on-demand directly with providers Uber and Lyft. If you are not currently using RIDE Flex, you can find more information on eligibility and sign-up at www.MBTA.com/TheRIDEFlex

Note: The RIDE Flex does not offer traditional ADA paratransit-level service. You may ask drivers for help getting in and out of the vehicle, but we can’t guarantee that they will provide door-to-door service.

Can I request a specific vehicle or driver?

The RIDE is a form of public transportation. Just like on buses or trains, we cannot accommodate requests to travel (or not travel) with specific drivers or passengers.

Similarly, we cannot take requests to travel in specific vehicle types. The exception to this is if you need to use a lift to get on and off a vehicle. If you would like to only travel in vehicles with lifts, let your reservationist know so they can add that to your customer profile.

http://www.MBTA.com/TheRIDEFlex

Can I make same day changes to my pick-up/ drop-off location?

No, you cannot change your pick-up or drop-off location the day of your scheduled trip. This is for both safety and trip efficiency reasons. Your driver can only drop you off at the location you booked. If you need to change either your pick-up or drop-off location, please call TRAC at least one day prior to your scheduled trip.

Can I still use the fixed route if I take The RIDE?

You can absolutely still use fixed-route buses, subways, and trolleys. Doing so does not disqualify you from The RIDE.

Depending on your trip, one may be more convenient than the other. Feel free to mix and match!

Please contact The Mobility Center for free travel training on fixed routes and other resources to help you identify all of your transit options.

How do I submit a question, complaint, or compliment?

You can get in touch with our Customer Support via web, email, phone (voice/ relay, or by mail.

Web: www.MBTA.com/customer-support

Phone: 617-222-3200 (voice/relay)

Mail: MBTA – The RIDE, 200 Newport Ave Ext, 3rd Fl, Quincy, MA 02171

All complaints are taken seriously and are documented, investigated, and responded to. The MBTA will not tolerate any retaliation for filing a complaint or concern. If you feel you have been subjected to these actions, contact the MBTA immediately.

Other Accessible Services For information on the MBTA’s fixed-route T Access Guide, application and information on Reduced Fare passes, or Elevator and Escalator updates:

Web: https://www.mbta.com/accessibility

Phone (toll-free): 800-392-6100

Phone (voice/relay): 617-222-3200

Phone (TTY): 617-222-5146 (TTY: 711)

To sign up for System Orientation, one-on-one trainings, or to learn more about accessible fixed-route buses and trains, call the Mobility Center at 617-222-5254 (voice/relay) or email howtotravel@MBTA.com https://www.mbta.com/accessibility mailto:howtotravel%40MBTA.com?subject=

Other Travel Options The Massachusetts Department of Health and Human Services lists transportation services by category on their website:

https://www.mass.gov/service-details/get-help-finding-a-ride

Travel Outside of MBTA Fixed-Route Service Area RIDE customers are eligible for paratransit services in other areas, both in and out of Massachusetts. Federal regulations allow for travel as a visitor in other areas for 21 days in a 12-month period. The Mobility Center can provide proof of your MBTA ADA Paratransit Eligibility, which can be given to a visiting agency.

If travel in a particular area will exceed 21 days, you may need to apply for additional certification with that agency – you can have eligibility with multiple transit agencies.

For services in other Massachusetts Regional Transit Authorities (RTAs):

Phone (voice/relay): 857-368-4636 (voice/relay)

Phone (TTY): 857-388-0655 (TTY)

Web: https://massridematch.org/

Web: http://www.massdot.state.ma.us/Transit/

Availability, hours of service, fares and policies vary.

Non-emergency Medical Transportation MassHealth customers looking to utilize the agency’s free HST Transportation option to non-emergency medical appointments (doctors, counseling, and day habilitation) can contact HST at 800-841-2900 (voice/relay) or 800-497-4648

(TTY).

Regional Coordinating Councils To collaborate with transit providers, planners, human service providers, and advocates to address regional transit needs, visit: https://www.mass.gov/info-details/community-transportation-coordination https://www.mass.gov/service-details/get-help-finding-a-ride https://massridematch.org/ http://www.massdot.state.ma.us/Transit/

Reasonable Accommodation Requests Web: https://www.MBTA.com/customer-support

Phone (voice/relay): 617-222-3200

Phone (toll-free): 800-392-6100

Phone (TTY): 617-222-5146

All requests for reasonable modifications to MBTA programs and services (including bus, subway, Commuter Rail, Commuter Ferry, or The RIDE will be considered on an individual basis.

Please note that the MBTA may be unable to accommodate requests for modifications which would result in a fundamental alteration to the nature of MBTA programs and services, such as requests for a preferred vehicle type, or which would directly interfere with the health and safety of others.

Get Involved in the RIDE Community The Rider’s Transportation Access Group (RTAG) is a community engagement group. It is composed of people who utilize the MBTA’s fixed-route and paratransit systems. The members of RTAG advise on transportation programs that may affect seniors and/or people with disabilities.

Visit www.MBTA.com/rtag for more information, including meeting dates and times. You can also email RTAG@bostoncil.org or call 617-870-9874 for additional information.

https://www.MBTA.com/customer-support http://www.MBTA.com/rtag mailto:RTAG%40bostoncil.org?subject=

Contact Information

In Case of Emergency Call Transit Police at 617-222-1212 (voice/relay) or TTY: 711.

Please remember, if you see, hear, or sense something, say something.

The RIDE Access Center (TRAC) To schedule a RIDE, change a trip, update your profile, or check your balance.

Phone: 844-427-7433; TTY: 857-206-6569

Web (scheduling trips only): www.MBTA.com/booktheride

The RIDE To file a question, complaint, or compliment

Web: www.MBTA.com/customer-support

Phone: 617-222-3200 (voice/relay)

Mail: MBTA –The RIDE, 200 Newport Ave Ext, 3rd Fl, Quincy, MA 02171

Mobility Center To update your mobility status, mobility devices used, service animal status, or access Travel Training.

Phone: 617-337-2727; 711 for TTY callers; VRS for ASL callers mailto:www.MBTA.com/booktheride%20?subject=