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ACCESS–A–RIDE Customer Bill of Rights

Click here to view the print version of this notice


The Metropolitan Transportation Authority (MTA) is dedicated to delivering safe, reliable and efficient public transportation, which includes New York City Transit’s Access-A-Ride (AAR) Paratransit Service. AAR is a shared-ride, origin-to-destination paratransit service that is provided in compliance with the Americans with Disabilities Act (ADA) for persons whose disabilities prevent the use of NYC Transit public buses or subways.

The purpose of this document is to clearly set forth AAR’s current standards for providing excellent service to AAR customers.*



In Scheduling, AAR Customers Have The Right To:

In Boarding and Travelling On AAR Vehicles, Customers Are Entitled To:

AAR Customers Have The Right To Drivers Who:

Customers Have The Right To AAR Vehicles That Are:

Customers Have The Right To File A Complaint And The Right To:


*Services provided by taxi or for-hire vehicle are the same services provided to the general public and are not subject to the rules applicable to AAR vehicles and drivers.  For more information on your rights while on board taxis and for-hire vehicles, please see the New York City Taxi & Limousine Commission’s passenger information publications, located at http://www.nyc.gov/html/tlc/html/passenger/rights.shtml


For any questions, comments or concerns pertaining to the AAR Customer Bill of Rights, please contact us by using one of the following methods:

Call: 877-337-2017 to speak with a representative who handles paratransit issues from 9 a.m. – 5 p.m Monday– Friday. Deaf/hard of hearing customers: use your preferred relay service provider or the free 711 relay service to reach 877-337-2017.

Write: MTA New York City Transit, Paratransit Division, Customer Relations, 130 Livingston Street, Brooklyn, NY 11201.

Email: www.mta.info and click on Contact Us.

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