The LIRR Care Program is available for customers with mobility limitations requesting assistance to board and/or exit Long Island Rail Road trains.
How to participate in the LIRR Care Program:
Advance assistance is available by calling 718-LIRR-CARE (mobile users please direct dial 718-547-7227) at least two hours prior to the scheduled departure time of your train. Call service is available 24 hours a day, seven days a week, including weekends and holidays. Please be prepared to provide the LIRR Care Representative with your departing station, the time you plan to travel, and your destination. The appropriate notifications will be made so that train crews are advised of your itinerary and prepared to provide assistance, including placing a bridge plate between the train and platform.
Real-time assistance is available as well, from 6:00 AM through 10:00 PM, daily, for customers beginning their travel from Penn Station, Atlantic Terminal or Jamaica Station. At Penn Station, visit the Customer Service Office. At Jamaica Station and Atlantic Terminal, visit the Ticket Office. Customer Service Ambassadors are also available at all three locations. For real-time assistance, please provide at least 15 minutes advance notice of your train’s scheduled departure time.
For additional information on LIRR Care, please see our FAQs here:
What is the LIRR Care Program?
The LIRR Care Program was created for customers with mobility limitations who require assistance to board and/or exit from a LIRR train, including but not limited to, seniors and people with disabilities, including those who use wheeled devices.
How do I participate in the LIRR Care Program to notify the LIRR that I will be requiring assistance to board or disembark from a train?
To request assistance, contact the LIRR Care Program by calling 718-LIRR-CARE (mobile users please direct dial 718-547-7227); press option 2 for immediate assistance. Please make sure to call in advance, at least 2 hours prior to the scheduled departure time of your train. Having this information will provide the LIRR enough lead time to notify train crews.
What hours is the LIRR Care Program available?
The LIRR Care program is available for travel on all LIRR trains, 24-hours a day, seven days a week, including weekends and holidays. As noted above, in order to participate in the LIRR Care Program, please contact us at least 2 hours prior to the scheduled departure time of your train so that we have enough lead time to notify train crews.
If I am traveling from Penn Station, Jamaica or Atlantic Terminal, how can I request real-time assistance?
Real-time assistance is available at all three locations from 6:00 AM to 10:00 PM. At Penn Station, please visit the Customer Service Office located near the main gate area next to the Penn Station Ticket Office – a Customer Service Ambassador will then assist you with boarding a train. At Atlantic Terminal or Jamaica Station, please request assistance at the Ticket Office or from an LIRR Customer Service Ambassador. Ambassadors wear orange vests and are available daily from 6:00 AM to 10:00 PM on street level or on the mezzanine level at Jamaica Station. At Atlantic Terminal, LIRR Customer Service Ambassadors are available inside the station near the Big Board by the track entrances. For real-time assistance, please provide at least 15 minutes advance notice of your train’s scheduled departure time.
How can I confirm whether my LIRR station is accessible?
The LIRR has 108 accessible stations throughout our system. In order to confirm if the station you are traveling to/from is accessible, please visit the LIRR station accessibility page here.
How can I find out if an escalator/elevator is out of service?
Please visit the LIRR’s escalator/elevator status page here.
Is there a Reduced-Fare program for people with disabilities?
Yes, the LIRR offers a senior/disabled fare that can be purchased at LIRR station ticket windows, ticket machines or by using the MTA eTix app. Reduced-Fare tickets are valid at all times, except during certain morning peak periods (LIRR trains scheduled to arrive at New York City terminals between 6:00 AM and 10:00 AM). To look up fares, click here.
Is there a location on the platform where I should wait for the train?
Customers using a wheelchair should remain at least five feet (if possible) from the platform's edge when waiting for a train, and position their wheelchair with the brakes locked and wheels parallel to the track. Unless directed otherwise by an LIRR Care Representative, it is generally best to wait in the middle of the platform because cars at either end of the train may be closed during certain times or may not line up with platforms at certain stations. Many LIRR station platforms have a two-foot-wide yellow tactile edge-warning strips. Stay behind these strips until it is time to board the train.
I have a condition that makes it difficult to board and exit the train, but I don’t use a wheeled mobility device – can I request to use a bridge plate?
Yes, please call us at 718-LIRR-CARE (mobile users please direct dial 718-547-7227) at least 2 hours prior to departure and press option 2 for assistance.
I’m traveling during the late night, overnight or early morning hours – can I still request assistance?
Yes, the LIRR Care Program is available 24-hours a day, seven days a week, including weekends and holidays.
My aide is traveling with me; do I need to purchase a ticket for my personal care attendant?
Personal Care Attendants (PCAs, i.e., people employed to assist individuals with disabilities) are eligible to ride commuter railroads free when accompanying a passenger with a disability. Where required, the PCA must carry identification that shows that he or she is employed by an agency that provides services to people with disabilities.
Can I bring my service animal on-board the LIRR with me?
Customers with disabilities are permitted to bring a service animal into all MTA transit facilities. The animal must be securely leashed for the safety of all customers.
I’m in a wheelchair, how can I board/exit the train on my own?
When boarding or leaving a train in a wheelchair, back on and off, so that the larger rear wheels lead. This makes it less likely that the small front wheels will get caught in the gap between the platform edge and the train. Whenever the gap or the difference in height between the train and the station is too large, ask the train crew to set a bridge plate in place to span the gap.
Does the LIRR provide wheelchairs for customer use?
No, the LIRR does not currently provide wheelchairs or any type of wheeled mobility devices for customer use.
I’m boarding a train at Jamaica Station, how can I get assistance?
Please visit the Ticket Office or ask an LIRR Customer Service Ambassador for assistance. Ambassadors are available from 6:00 AM to 10:00 PM, daily, and can be easily identified by their orange vests. For real-time assistance, please provide at least 15 minutes advance notice of your train’s scheduled departure time. During the overnight period, Jamaica Station elevators provide customers with access to the LIRR portal mezzanine and platforms and to the subway. At street level, just outside the LIRR Ticket Office, a bank of three elevators provides access up to the Jamaica Station portal mezzanine or down for E/J/Z subway service. The portal mezzanine has five elevators that provide access to each of the LIRR's platforms at Jamaica. The mezzanine also serves as a path to the AirTrain JFK terminal.
I’m boarding a train at Atlantic Terminal, how can I get assistance?
Please visit the Ticket Office or ask an LIRR Customer Service Ambassador for assistance. Ambassadors are available from 6:00 AM to 10:00 PM, daily, and can be easily identified by their orange vests. For real-time assistance, please provide at least 15 minutes advance notice of your train’s scheduled departure time. During the overnight period, elevator service provides customers with access between the street and platform levels. To reach the elevator while inside Atlantic Terminal, go to the west end of Track 1; the elevator is at the end of the ramp. To reach the elevator from the street, go to Hanson Place, around the corner from the entrance on Flatbush Avenue.
Once on-board the train, where should I position myself?
Many MTA commuter rail cars have designated seating for individuals with disabilities and senior citizens, as well as special wheelchair areas where the seats fold up to provide adequate floor space. Please station your wheelchair in the special area or position it in the vestibule area with wheels locked.
I am purchasing an LIRR Getaways Package – can I receive assistance through the LIRR Care program?
Customers participating in an LIRR Getaways package who require special assistance should contact the LIRR Care Program at least 48 hours in advance, as many Getaways/Tours require coordination with other transportation modes and partners. The LIRR will make every effort to ensure that customers are properly accommodated, but some of the partners may not be fully ADA compliant. Customers are also encouraged to check with venues/facilities directly.
For additional information on MTA accessibility, please visit: web.mta.info/accessibility/rail.htm
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