Contact the Department of Paratransit

If you have a compliment, complaint, comment, inquiry, or suggestion about Access-A-Ride Service, please fill out the MTA’s customer feedback form and select Access-A-Ride. 

When making a complaint, please tell us your AAR ID number, full name, address, and telephone number.

Provide specific details about your complaint and when and where it happened. If it is concerning a trip, driver or conversation with a team member, the date and time of the trip or interaction helps us investigate.

Learn more about the MTA’s Title VI policy or submit a complaint.

Call Access-A-Ride

Call 877-337-2017 toll-free from area codes in the New York metropolitan area and adjacent counties. From other areas, call 718-393-4999. Customers who are deaf/hard of hearing can use their preferred relay service or the free 711 relay service.

What to expect when you call Access-A-Ride

Language selection

First, you will be prompted to press 1 to continue in English. If you do not press 1, you will be prompted to select from the following language options:

• For assistance in Spanish, press 2
• For assistance in Russian, Mandarin, Cantonese, Haitian Creole, Korean or Bengali, press 3
• For all other languages, press 4 

Phone menu options

• Press 1 for the self-service automated system
  Use the 24/7 self-service system to check the status of your trip, cancel a trip reservation, or manage your subscription.
• Press 2 for reservations
  Speak with an agent to schedule, cancel, or change a trip that is one to two days in advance. Agents are available 7 days a week from 7 a.m. to 5 p.m.
• Press 3 for same day services
  Speak with an agent 24 hours a day to check the status of your trip today, cancel a trip for today, or request a later pickup time for today. Agents are available 24/7.
• Press 4 for eligibility
  Complete certifications, application questions or appeals. Agents are available from 9 a.m. to 5 p.m. Monday to Friday.
• Press 5 for subscription service
  Complete subscription service set up, changes, or holds. Agents are available 7 days a week from 8 a.m. to 5 p.m.
• Press 6 to provide feedback
  Give a compliment, complaint, comment, inquiry, or suggestion about AAR. Agents are available from 9 a.m. to 5 p.m. Monday to Friday. 

You may hold for assistance if you don’t have a touch-tone phone. Conversations with AAR personnel are recorded and may be monitored. 

If you're calling to book a trip, please make sure you have booking information ready. View a full list of booking information.

Book and manage your AAR trips online

AAR customers who have access to a computer, tablet or smart phone, can book their trips with MY AAR. With MY AAR, customers can also access their contact information, check the status of their trips, and manage subscriptions.

Text Access-A-Ride

You can text Access-A-Ride to receive trip information, including a list of your upcoming trips, including on the day of the trip, the next day, and the day after. You can also request the status of any trips you have on the day of the trip and cancel trips up to two hours before the scheduled trip. 

What to expect when you text Access-A-Ride

Send any text to 833-227-6928 to start a session.

You will be prompted to reply with your AAR ID and prompted again for your date of birth in MMDDYY format. If your credentials do not match our records, you will be prompted to enter them again.

You have three options once you are logged in:

Text messaging only understands these specific responses. AAR text messaging does not understand questions, emojis, or unrelated responses. Your inputs are not case-sensitive.

Interactive Voice Response (IVR) messages

Please call Eligibility or edit your account on MY AAR to indicate that your cellphone and/or email should receive IVR messages. With IVR, you will receive trip reminders the night before your trip, and important trip information on the day of their trip, including carrier identification and estimated times of arrival. IVR messages may also be issued with an AAR-related announcement about service cancellations or delays.