Frequently Asked Questions about Accessibility on the T

Who is responsible for accessibility at the MBTA?
Is there a reduced fare program for people 65 and older and people with disabilities?
How do I know if a station is accessible?
How can I find out if an elevator or escalator is out of service?
I have a non-apparent disability and need priority seating. Since people can't tell that I have a disability, can I ask them to move?
Why can’t T employees force customers to move out of priority seats?
I have a disability that makes it difficult to board and exit vehicles, but I don’t use a wheeled mobility device. Can I ask to use a ramp?
Are T employees trained to assist and interact with people who have disabilities?
What if I need assistance but there are no MBTA staff nearby?
What are Customer Assistance Areas?
Can I get MBTA schedules in alternate formats?
Can I get other MBTA documents in alternate formats?
Who is responsible for keeping bus stops clear during winter storms?
How do I report an accessibility problem or file a complaint or commendation? And what happens after I file?
I would like to ride the T on my own, but I don’t know the system well. Where can I learn how to use the bus, subway, commuter rail, or ferry?
What is The RIDE? How is it different from bus, subway, commuter rail, and ferry?
Can I sign up for rideshare services like Uber and Lyft through The RIDE?

Who is responsible for accessibility at the MBTA?

The Department of System-Wide Accessibility (SWA) oversees the accessibility of all bus, subway, Commuter Rail, and ferry service at the MBTA. The Office for Transportation Access (OTA) oversees The RIDE, our paratransit service.

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Is there a reduced fare program for people 65 and older and people with disabilities?

Yes. The MBTA has reduced fare programs for:

• People 65 and older
• People who are blind or have low vision
• People with disabilities

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How do I know if a station is accessible?

Detailed accessibility information for the subway, commuter rail, and ferry are available on our stations hub. Just select your preferred mode of transit at the top of the page.

For information on bus stops, visit the bus schedule page to select the route your normally take. Then, select the Stop Info button next to your preferred stop for accessibility information. 

You can also use our trip planner to find a route that is accessible from start to finish. 

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How can I find out if an elevator or escalator is out of service?

Check the station information pages, view all MBTA alerts, or sign up for T-Alerts to get automatic notifications on elevator and escalator outages.

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I have a nonapparent disability and need priority seating. Since people can’t tell that I have a disability, can I ask them to move? 

If you need help with priority seating, you can always ask MBTA staff to assist you. When any customer makes a request for priority seating, MBTA staff are required to ask other customers sitting in the priority seating area to move. However, they can’t force anyone to do so. If no one gives up their priority seat, MBTA staff will offer to assist you to another seat, or will let you know when the next bus or train will arrive.

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Why can’t T employees force customers to move out of priority seats?

A customer’s need to use priority seating may not be obvious, and they are under no obligation to share that information with anyone. Employees are therefore not permitted to ask any customers about the nature of their disability, or to force them to move.

Learn more about priority seating on the bus

Learn more about priority seating on the subway

Learn more about priority seating on the Commuter Rail

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I have a disability that makes it difficult to board and exit vehicles, but I don’t use a wheeled mobility device. Can I ask to use a ramp?

Yes. Any MBTA customer has the right to use accessibility equipment on all MBTA vehicles and in every MBTA station. This includes (but is not limited to) ramps, elevators, and mobile bridge plates.

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Are T employees trained to assist and interact with people who have disabilities?

Yes. MBTA employees receive extensive training about how to assist and interact with customers with disabilities in general, and how to assist people with specific disabilities. They are also trained to assist people with disabilities in emergency situations.

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What if I need assistance but there are no MBTA staff nearby?

You can use the call boxes in any Red, Orange, or Blue Line station to speak directly with a dispatcher. Dispatchers can assist you with general information or in an emergency.

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What are Customer Assistance Areas?

Customer Assistance Areas (CAA) are safe places to request and wait for assistance from MBTA staff. Access features at CAAs include, but are not limited to, callboxes, tactile surfacing, and improved lighting.

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Can I get MBTA schedules in alternate formats?

Yes. You can request schedules/timetables and meeting materials in an alternate formats like large print or braille by calling 617-222-3200, 711 for TTY callers, or VRS for ASL callers.

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Can I get other MBTA documents in alternate formats?

Yes. Please contact Customer Support to request specific meeting notes, announcements, or other documents in large print or braille.

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Who is responsible for keeping bus stops clear during winter storms?

That depends on who owns the stop. Some stops are managed by the MBTA, but many are managed by the municipalities in which they are located.

Find out who to contact about an unshoveled bus stop

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How do I report an accessibility problem or file a complaint or commendation? And what happens after I file? 

Please contact Customer Support with any requests, complaints, or comments, including those related to accessibility.

If you are submitting a complaint/feedback by phone, the customer call center agent will ask you if your feedback is related to an accessibility/ADA issue; let them know that it is. If you are filing your complaint/feedback online, simply check the box next to "This is an Accessibility/ADA complaint/feedback."

Be sure to include as many details as you can remember (date, time, stop or station location, vehicle number, employee badge number, etc.).

After you file, you'll receive a ticket number associated with your feedback. If your complaint or commendation relates to accessibility within the fixed-route system, Customer Support will forward it to the System-Wide Accessibility Department (SWA) and to any other department that it relates to, such as Bus Operations or Maintenance. If your complaint or commendation is specific to The RIDE, Customer Support will forward it to the Office for Transportation Access (OTA) which will then coordinate an investigation with the appropriate vendor (e.g. The RIDE Access Center).

Departments will work together to ensure that a full and thorough investigation is conducted. Investigations may include, but are not limited to:

• Obtaining statements from employees and witnesses
• Reviewing video footage from a vehicle or station
• Reviewing logs from Central Control
• Confirming that the issue has been repaired (if it’s a maintenance complaint) or resolved
• Contacting the person who filed the complaint for more information

Following an investigation into a fixed-route complaint, supervisory staff will consult with SWA to determine the most appropriate response. For RIDE-related complaints, OTA will review all findings and responses. 

You’ll be notified of the response, which may include specific information about the actions taken to address the complaint. However, details about corrective actions taken with specific employees as a result of a complaint are generally not shared with customers out of respect for employee privacy. Once a complaint has been addressed, the incident is considered closed.

The Customer Engagement Coordinator System-Wide Accessibility & Customer Liaison for The RIDE are responsible for the appropriate coordination and resolution of accessibility/ADA-related complaints. They can be reached at:

Email
AccessFeedback@MBTA.com.

Phone
617-222-5237 (711 for MassRelay). Please leave a voicemail and allow 1 – 2 business days for a return call.

Mailing Address
MBTA
Department of System-Wide Accessibility
10 Park Plaza
Boston, MA, 02116
Attn: Customer Engagement Coordinator

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I would like to ride the T on my own, but I don’t know the system well. Where can I learn how to use the bus, subway, commuter rail, or ferry?

Anyone can learn how to use the MBTA. We offer comprehensive travel training programs for older adults and people with disabilities of any age.

Learn more about Travel Training

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What is The RIDE? How is it different from other MBTA transit modes?

The RIDE is the MBTA’s door-to-door, shared-ride paratransit service. The RIDE is operated by the MBTA in compliance with the Americans with Disabilities Act (ADA).

If you have a disability that prevents you from using the MBTA bus, subway, or trolley all or some of the time, The RIDE may be able to assist with your public transportation needs.

Learn more about The RIDE

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Can I sign up for rideshare services like Uber and Lyft through The RIDE?

Yes. The RIDE Flex is available to people who are already RIDE customers.

Learn more about The RIDE Flex

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Accessibility on the MBTA

Accessibility on the MBTA

The MBTA is dedicated to ensuring its services are accessible to everyone.

Learn more about accessibility on the T

System-Wide Accessibility Improvements 

Accessibility Improvements

From minor projects to major construction, we are making changes across the entire system to help improve accessibility on the T.

Learn more about accessibility projects at the MBTA