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Make an ADA-related complaint or request

Updated Jun 3, 2026
  • Online: Use our feedback form. Your complaint goes straight to our system for tracking and responses. 
  • Phone: Call 511 and ask to report an ADA issue or request. 
  • Mobile apps: Use the chat function in the MTA app (for subway and bus) or TrainTime (for Metro North or LIRR). Escalated chats are added to our system. 
  • Mail: You can send us a letter. For each specific agency’s mailing address, visit our webpage. 
  • ADA Coordinators: You can email our ADA Coordinators for specific Operating Agencies. You can also email the MTA Accessibility team, and they can forward your request to the right team. 
  • Access-A-Ride: 
    • For paratransit eligibility or trip reservation questions, call 877-337-2017 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.

Customers may request a modification to MTA policies, practices, or procedures to accommodate their disability. Learn more about filing a reasonable accommodation request.

Procedures for review

You will get a case ticket number once your case is logged. Keep track of this number for any follow-ups you may have with us. We may contact you to learn more. 

Every case is tracked in our customer relationship management system. After your complaint is logged, we then send it to the right operating or internal MTA team for their review. 

If quick action is needed, we notify the right team within one business day. For complex issues, we will review the matter and provide guidance within 15 business days. If we need more time, we’ll let you know.

You will be notified of the outcome of your complaint investigation via the method you choose (email, letter, phone call). We keep track of your complaints for seven years. 

Privacy

We won’t share employee names or specific disciplinary actions; we’ll tell you that appropriate action was taken. Retaliation or intimidation of any kind is prohibited.