Reasonable Modifications requests and appeals

MTA is committed to providing all customers, regardless of race, color or national origin, sex, disability, age or religion, the benefits of transit and transit-related services in accordance with Title VI and its implementing guidelines and regulations.

Customers may request a modification to MTA policies, practices, or procedures to accommodate their disability. A reasonable modification is a change to policies, practices, or procedures that enable individuals with disabilities to access public transportation services. It ensures equal access when standard procedures might otherwise prevent participation. 

Examples of reasonable modification requests:

• Assistance in finding a safe alternate route when an elevator is out of service;
• Boarding separately from your mobility device on the railroads;
• Alternative bus stops on a route if the bus stop is temporarily inaccessible

• Online: Use our feedback form. Your request will go straight to our system for tracking and response. 
• Phone: Call 511. 
• Mobile apps: Chat with us in the MTA app (for subway or bus) or TrainTime (Metro North or the 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. 
  • Subway or bus: NYCTADACoordinator@nyct.com
  • LIRR: adacoord@lirr.org
  • Metro-North: adacoord@mnr.org
  • MTA Accessibility: accessibility@mtahq.org

Determinations to grant or deny a requested modification are guided by federal regulations. 

Requests only be denied if:

1. Granting the request would fundamentally alter the nature of the MTA’s services, programs, or activities;
2. Granting the request would create a direct threat to the health or safety of others;
3. Without the requested modification, the individual with a disability is able to fully use the entity’s services, programs, or activities for their intended purpose.”

Requests are either reviewed on the spot, or the ADA Coordinator will review the request. They may also work with the MTA Accessibility team if further guidance is needed. Once a request for has been received and reviewed, the requesting individual will be notified via the same format as the request. We will respond to your request within 30 business days.

All requests are kept in our tracking system for seven years.  

How to appeal 

If you’re not satisfied with our response to your complaint or reasonable modification request, you can appeal within 30 business days. Appeals go to the MTA Accessibility Team to further investigate and will work with the operating agency. 

MTA Accessibility will respond to your appeal within 30 business days via the same format as the request.