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| Spring/Summer 2018 | All the news on Access-A-Ride | Volume 16 |
Click here to view the print version of the current issue Click here to view previous issues of OTM Click the play button for audio file
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New York City Transit launched a new Online Access-A-Ride (AAR) Dashboard on January 23, 2018. The AAR dashboard presents indicators developed in response to specific concerns we’ve heard from customers, advocates and the public, including indicators for no shows, on-time performance, and ride time. It also tracks customer complaints and the performance of our call center. We have collaborated with our advisory groups as well as others including the Office of the MTA Inspector General to ensure that we are providing useful and accurate information that reflects the customer’s experience.
Access-A-Ride Customer Bill of Rights 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.
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:
AAR Customers Have The Right To Vehicles That Are:
AAR Customers Have The Right To File A Complaint And Can Expect:
The AAR Customer Bill of Rights is available online at http://web.mta.info/nyct/paratran/AARcustomerbillrights.htm where you can also access it in an audio format. Braille is available upon request. This document is also available in multiple languages. Transitions and Happy Retirement
Before the January Paratransit Advisory Committee (PAC) meeting, members gathered to try out the features of three accessible taxis provided by the Taxi and Limousine Commission (TLC). The demonstration, held in the garage at Paratransit, included a brief presentation by Alex Elegudin (TLC Accessibility Program Manager), who reviewed capacity dimensions and the ongoing efforts by TLC to assist in the training of drivers who provide Yellow and Green taxis through AAR’s newly implemented E-hail service. The E-hail same-day Pilot Program garnered praise from the PAC members as well as constructive suggestions on how to enhance the initiative introduced to AAR customers in the November 2017. This Pilot program uses web-based applications (apps), allowing customers to book a same-day trip with a Yellow and Green taxi that meets their mobility needs. Over 500 AAR customers with smart phone, and cell phones are enrolled in the E-hail Pilot Program. Follow-up reports regarding the progress of additional app development were discussed at the January PAC meeting including the My Access-A-Ride APP. This app is being created and tested with the help of AAR customers, advocates and community leaders this spring with hopes of full implementation in the third quarter of the year. “We are on the cusp of something very new and more customer centric,” stated former Paratransit Vice President Steve LoPiano, who announced his recent retirement at the start of the January PAC meeting. He continued, “I only wish I could have seen it through, but am sure it is in good, capable hands!” While technology continues to enhance the customer use and delivery of AAR service, those who feel more comfortable booking and checking their trips with a live representative will always have that ability! However, we strongly encourage all of our customers to please travel with a cell phone, and to be sure to update any and all phone numbers and E-mail addresses with the Eligibility Unit at AAR (prompt #1). Even if you provided your new contact phone numbers to a reservationist, it is not updated in your records until you speak with Eligibility. Making a Reservation web.mta.info/nyct/paratran/guide.htm#aarmetrocard or call Eligibility 877-337-2017, prompt #1. Did you know you can reserve and monitor your AAR trips Online? From your computer, laptop, tablet or smartphone, with a couple of simple clicks, you can make reservations 1 to 2 days in advance, 7 days a week, including holidays by signing up for Manage My Trips (MMT). AND THERE’S MORE... THE NEW IMMEDIATE BOOKING SYSTEM, allows your reservation to be scheduled in less than sixty seconds! To access MMT follow these steps:
Put your free AAR MetroCard to good use by signing up for free Travel Training! AAR, through Abilities, Inc., offers free training on how to use buses and subways. With some training, many AAR customers with mobility or cognitive disabilities may find a new way to go to work, school, day programs and many other places using buses or subways! A training candidate must be 18 years of age, should be motivated and medically stable, and should use the bus/subway often enough to maintain newly acquired travel skills.
Is Your Organization Interested in Learning More about AAR? Did you know that in 2016 and 2017, AAR representatives performed over 250 community outreaches across the five boroughs of NYC?! Outreach events include presentations, participation in resource fairs and NYCT Bus demos. If your organization has 15 or more people who want to learn more about AAR Paratransit Service, please call AAR and press prompt #8. See you soon!
The Convenience of Subscription Service AAR customers who travel on the same day, at the same time and to the same place each week may want to consider signing up for AAR Subscription Service. This will eliminate calling to reserve these trips 1-2 days in advance. These trips are automatically scheduled each week unless they are canceled or put on hold for five days or more. This is a great convenience for trips to work, school, day programs or medical appointments such as dialysis or therapy.
MOPD visits Paratransit Headquarters Paratransit welcomed Victor Calise, Commissioner of the Mayor’s Office for People with Disabilities (MOPD) and Edward Friedman, MOPD TLC Coordinator on March 16, 2018 to their headquarters in Long Island City. Commissioner Calise and Mr. Friedman met with Paratransit Vice President Michael Cosgrove for an update regarding the initiatives put in place last year and progress of strategies being implemented this year and beyond. Paratransit Officers also had an opportunity to meet with the Commissioner to discuss each unit’s role in the delivering of AAR service. The visit concluded with a tour of Paratransit’s Command Center by Mr. Thomas Chin with demonstrations of AAR’s Automatic Vehicle Location Monitoring (AVLM) system and Manage My Trip. Access-A-Ride Telephone Directory Call 877-337-2017 toll free from area codes 212, 929, 646, 718, 347, 516, 631, 914, 845, 917, 332. From all other area codes, dial 718-393-4999. Customers who are deaf / hard of hearing can use their preferred relay service or the free 711 service relay. For assistance in English, press “1.” If “1” is not pressed, callers will hear choices in each of the respective languages: for assistance in: Spanish, press “2.” For assistance in Russian, Chinese, French Creole or Korean, please press “3.” For all other languages, please press “4.” Conversations with AAR personnel are recorded and may be monitored. These prompts may be selected after an important announcement is heard: Follow us on Twitter @nyctAAR
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