80% of Paratransit Customers Satisfied with Service in Monthly Surveys
More Than 20% of Weekday Trips Booked by App
The Metropolitan Transportation Authority (MTA) is celebrating Disability Pride Month and capping off a record-breaking first half of the year for Access-A-Ride Paratransit with ridership, customer satisfaction and on-time performance all exceeding the high standards set in 2024.
“Access-A-Ride customers deserve fast, reliable rides, and our team is delivering some of the best service in Paratransit history,” said NYC Transit President Demetrius Crichlow. “As ridership continues to grow, we’re using every tool at our disposal to improve the customer experience. I want to thank Governor Hochul and our partners in Albany for their strong support, advocacy and accountability. These improvements couldn't have happened without their support."
"Paratransit continues to be a lifeline for many in the disability community and I am thrilled to see the increased reliability of service that customers are experiencing today," said MTA Chief Accessibility Officer Quemuel Arroyo. "Especially during Disability Pride Month, the improvements to this service over the last few years is a feat worth celebrating."
“We’ve made huge strides in service reliability and customer service, and it shows in our growing ridership and customer satisfaction,” said NYC Transit Vice President of Paratransit Rachel Cohen. “And our team is just getting started. Soon, customers will see more new vehicles hit the road, OMNY cards in their pockets for a contactless and cashless payment option, and an even better MY AAR app for booking and tracking their trips.”
Paratransit customer satisfaction is at 80% year-to-date through June 2025. Focusing on service reliability, last trip taken and call center performance are key factors in the improvement. In a June 2025 survey of 1,647 customers, 84% said they were satisfied or very satisfied with the last trip they took.
On-time performance continues to increase, with 93.5% of trips picked up within the 20-minute pick up window so far in 2025, a 2% increase over the first half of 2024. 70% of trips have been picked up within five minutes of a customer’s desired pick-up time, underscoring the reliability improvements made since the pandemic.
Paratransit leads the MTA when in post-pandemic ridership return, with 2025 ridership at 140% of its pre-pandemic peak. Access-A-Ride now regularly exceeds 40,000 scheduled weekday trips, with ridership the size of entire bus networks of cities like Charlotte, Cincinatti and Kansas City.
Booking paratransit trips also continues to get faster and easier with more than 20% of all trips booked in the MY AAR app. When customers do need to call to book a trip, they are getting what they need faster, with talk times down one-minute since 2019 and customers waiting less than a minute for call center service.
"I am glad to see the MTA continuing to make moves towards building an accessible public transit system for all New Yorkers,” said State Senator Liz Krueger. “The reported improvements in rider satisfaction, in reliability, and in the ease of use when it comes to Access-A-Ride are all welcome developments. Paired with the recently announced ADA improvements at multiple stations throughout the system, this data shows that while more work must be done to improve accessibility, the MTA is taking its obligation to do so seriously and delivering innovative new methods of doing so."
“Our public transit system is only as good as its ability to serve our community members with disabilities,” said Assembly Member Emily Gallagher. “New York’s paratransit system is essential for people with disabilities to move independently and freely, which is reflected in the high post-pandemic ridership return rate. I commend the MTA for tracking these key measures, sharing them transparently, and continuing to work to improve them. I will keep partnering with the MTA to advocate for improvements to paratransit accessibility.”
"Accessible, reliable transit is a cornerstone of equity and I’m encouraged to see the MTA’s paratransit system achieving record ridership and strong satisfaction from New Yorkers who depend on it most,” said Assembly Member Stefani L. Zinerman. “When we design with disability in mind, everyone benefits--whether you're pushing a stroller, carrying groceries, using a mobility aid, or recovering from injury. Accessibility is about building a system that works better for all of us. During Disability Pride Month and beyond, we must continue investing in tools like the MY AAR app and listening closely to the lived experiences of paratransit users to ensure no one is left behind in our transportation future."
"Every day, the MTA delivers for millions of New Yorkers. Whether connecting families across boroughs, shuttling students to and from school or ensuring residents arrive safely and quickly to their destination, the MTA is New York City's pulse,” said Assembly Member Jordan J.G. Wright. “Despite being the largest and one of the oldest mass transit systems nationwide, today the MTA maintains the highest ridership of any major city. Not only do New York City residents utilize public transit at record rates, they access it reliably and with ease. The MTA's Access-A-Ride Paratransit program makes sure that no one is left behind, providing accessible public transportation for those who may encounter difficulties independently riding the subway or public busses. Access-A-Ride provides a lifeline to these individuals, who can ride via paratransit with the same efficiency as traditional public transportation options. Program reliability, rider satisfaction and increased utilization signal that the MTA is working for all New Yorkers.”
“The Americans with Disabilities Act was signed into law 35 years ago, and as we celebrate Disability Pride Month, we’re proud of the progress Access-A-Ride has made in expanding accessibility for New Yorkers with disabilities,” said Assembly Member Khaleel M. Anderson. “I encourage commuters to continue to utilize the MY AAR app for bookings. When we design a transit system that works better for those with the greatest needs, it ends up working better for everyone”.
“As we celebrate Disability Pride Month, I applaud the MTA’s continued efforts to improve the quality, accessibility, and reliability of Paratransit services,” said Assembly Member Manny De Los Santos. “The record-setting ridership and high satisfaction rates reflect real, meaningful progress for New Yorkers with disabilities. Tools like the MY AAR app are helping to modernize the experience and ensure that all riders regardless of ability have access to safe, timely, and dignified transportation.”
“Making our public transit system accessible and dependable is essential to fulfilling our commitment to equal access for all New Yorkers,” said Council Member Linda Lee, Chair of the Committee on Mental Health, Disabilities, and Addictions. “As we recognize Disability Pride Month and support the disability community in New York City, we must prioritize delivering high-quality paratransit services that meet the needs of every resident. The MTA’s efforts show they are listening to riders and working toward a more inclusive and accessible city for all."
"We have a largely aging community with varying disabilities and families who need better access to the largest transit system in the world,” said Council Member Carmen De La Rosa. “We were proud to take a moment this Disability Pride Month to partner with the MTA to connect District 10 commuters with existing affordable transit through Access-A-Ride. Paratransit options are important, increasing accessibility and equity for vulnerable communities that need additional assistance to make it to front point A to point B.”
"The MTA’s work to increase access for New Yorkers with disabilities is delivering real results," said Council Member Julie Won. "Paratransit ridership is at 140% of pre-pandemic levels, 80% of riders report high satisfaction, and more trips are being booked through the MY AAR app than ever before. MTA's commitment to equity and reliability is key to progress and ensuring the needs of all New Yorkers are met."
“I commend the MTA for continuing to make improvements to the Access-A-Ride customer experience, including the MY AAR app, OMNY roll out, allowing taxi authorization for additional transportation hubs and the e-hail on-demand pilot program,” said Sharada Veerubhotla, M.S. Ed, TVI, and member of the Paratransit Advisory Committee and ACTA AAR sub-committee. “Going forward, I urge the MTA and the City of New York to continue investing in the improvements like these and maintain the focus on ensuring broker drivers are trained and equipped to assist customers with wheelchairs and overcome language access challenges.”