Guide to Access-A-Ride
Introduction
MTA New York City Transit Access-A-Ride (AAR) provides millions of trips a year for eligible customers in New York City. AAR also provides service within a three-quarter-of-a-mile corridor beyond fixed-route service across the New York City borderline to nearby areas of Nassau and Westchester Counties. Some people use AAR occasionally, while others use it on a regular basis. AAR does its part to make our city accessible to everyone. If you plan to visit New York, we hope to be of service to you too.
What is Access-A-Ride?
AAR provides transportation for people with disabilities who are unable to use public bus or subway service for some or all of their trips. It offers shared ride, door-to-door paratransit service. AAR operates 24 hours a day, 7 days a week. When you call 877-337-2017 and reserve your trip to a location in Nassau or Westchester counties, the reservationist will inform you if the location is within the three-quarter mile service area. New York City Transit (NYC Transit) administers AAR; private carriers under contract to NYC Transit provide service.
Applying or Recertifying for Paratransit Service
Whether you are applying for AAR for the first time or recertifying, you must schedule an appointment to visit an assessment center in the borough where you live. At the center, you will have a face-to-face interview with a healthcare professional and undergo functional testing, where appropriate. A certifier will send an assessment report to our NYC Transit eligibility staff. This procedure enables AAR to assign an appropriate eligibility status to you objectively. Except for customers who have temporary conditions, those found eligible will need to re-apply every five years.
Applicants must call 877-337-2017 (toll-free for area codes 212, 718, 347, 516, 631, 646, 914, and 845) or 718-393-4999 (customers who are deaf call through the relay) and follow the menu instructions to speak with Eligibility staff 9 a.m. to 5 p.m., Monday through Friday. Recertifying customers are notified by mail when it’s time to recertify. However, if you don’t receive a letter six weeks before the expiration date on your AAR ID card, call Eligibility to begin the re-certification process.
Approximately five days after you call and agree to visit an assessment center, you will receive an application and a letter. The letter will have the date, time and location of your appointment, as well as instructions for scheduling round-trip transportation to the assessment center. Call Eligibility if you don’t receive these documents. Applications mailed to Paratransit offices will be returned.
When speaking with Eligibility staff, please inform them if you need to travel with a personal care attendant (PCA). A PCA can be a relative, spouse, friend or a professional attendant. The cost of transportation is the same as the full fare on public transit each way; PCAs ride free of charge.
Decisions, Decisions
A decision will be made about your eligibility within 21 days after you visit the assessment center. Call Eligibility after 21 days for your status. You will be assigned one of the following statuses: (1) full (2) conditional (3) continual (4) full temporary (5) conditional temporary (6) ineligible.
Continual eligibility will be considered for individuals who cannot use regular transit bus or subway service under any circumstances, whose disability is unlikely to improve, and is determined likely to become more severe. Customers who have continual eligibility will not have to be recertified every five years. Instead, these customers will receive a form requesting them to update their information.
If you are denied eligibility or given conditional eligibility, you have a right to appeal the decision within 60 days of notification. Appeal instructions and an appeal form are included with the notification letter.
Fare
AAR fares are the same as full fare on public transit. Show the driver your AAR ID and pay the exact fare prior to boarding the vehicle. AAR drivers do not provide change. Round-trip fares are not accepted. The vehicle will not depart unless the fare is paid. AAR drivers do not transport anyone who doesn’t pay the fare, except PCAs. AAR TransitChek coupons are accepted as fare payment. Each coupon is good for one trip.
Guests and Personal Care Attendants — You may travel with one guest. Those approved to travel with a PCA (this will be indicated on your AAR ID card) may travel with one guest and a PCA; all must travel to and from the same destination. Please remember to inform the reservationist that you are bringing a guest or PCA when reserving a trip so that seats are reserved. PCAs travel at no additional charge on AAR, NYC Transit subways, local and express buses and on MTA Bus routes. Guests and customers pay the same fare.
Children can be guests and are charged a fare, as with other modes of public transit, except an infant held in a parent’s lap. The parent is responsible for securing the child in a seat and should provide a carrier or car seat.
AAR customers pay reduced fare on NYC Transit local and express buses, the subway and on MTA Bus local and express buses. Reduced fare on express buses is available after 10:01 a.m. and before 2:59 p.m., from 7:01 p.m. to 5:59 a.m., and all day on Saturdays and Sundays.
How to Arrange for a Trip
Call Reservations at 877-337-2017 and follow the menu instructions to speak with Reservations staff between 7 a.m. and 5 p.m. daily, one to two days in advance of your trip. Please have the following information ready:
- Your ID number, as it appears on your AAR identification card.
- The date of your trip(s).
- Your pick-up and destination addresses (include cross streets whenever possible).
- The telephone number of your destination address.
- Your cell phone number, if applicable.
- The time you wish to arrive.
- Whether you will be traveling with a guest, PCA, or both.
- Any special instructions, such as having the vehicle operator announce his or her presence if you are visually impaired.
- Please provide the same information for the return trip.
The reservationist will tell you if your trip request can be accommodated. You may be offered an alternate pick-up or return time. If your trip cannot be accommodated, we will ask to call you back with your pick-up time. If you agree to be called back, Scheduling staff will call you by 7 p.m. that evening. If you haven’t been called by 7 p.m., call 877-337-2017. Follow the menu instructions to speak with Transit Control and you will receive your pick-up time. Transit Control staff is available 24 hours a day, seven days a week.
- Prior to pick-up, you may call 877-337-2017, follow the menu instructions, and be connected with Transit Control to get your carrier’s name, the vehicle number, and your trip’s location or estimated time of arrival (ETA).
- Be at your pick-up location ready to travel at your scheduled pick-up time. If you need to take an elevator or walk a distance to your pick-up location, please allow extra time.
- Be prepared to wait up to 30 minutes after your scheduled pick up time. The 30-minute waiting period begins at your scheduled pick-up time and ends 30 minutes later. AAR vehicles arriving during this time are considered on time. You may call Transit Control to check on your vehicle’s location and ETA.
- When the vehicle arrives, please show the driver your AAR ID card and pay the exact fare before you board.
- Drivers must wait five minutes after your scheduled pick-up time, even if they arrive early. Drivers arriving after your scheduled pick-up time must also wait five minutes before leaving.
- Dispatchers are requested to call you if you are not at the pick-up location. If you do not show up, the driver will leave. Please call Eligibility and ask to have your cell phone number entered into your permanent record, so that we can include it in the Manifest Notes for your trip
- If it is more than 30 minutes after your scheduled pick-up time, contact Transit Control. A customer information agent (CIA) will tell you the vehicle’s location or ETA or will locate another AAR vehicle to pick you up. If no AAR vehicle is available within a reasonable time, the CIA can authorize your calling a taxi or a car service.
- If you do not see your vehicle at the end of the 30-minute waiting period, follow the instructions in What to do if an AAR Vehicle is Late.
Inclement Weather
While AAR may continue to operate during adverse weather conditions, there may be times when local road conditions prevent us from reaching you. You may call AAR at 877-337-2017 for weather and service messages.
As long as the driver doesn’t lose sight of the vehicle and is not more than 100 feet away from it, the driver can assist you to and from the vehicle, help you up or down the curb or one step and assist you in boarding the vehicle. The driver will carry only two bags or parcels weighing less than a total of 40 lbs. to the outside door of your destination. However, a driver will not enter any buildings. When a PCA is traveling with you, the driver is required only to assist you onto the vehicle, secure your wheelchair/scooter and secure your seatbelt/shoulder harness or seatbelt if you are a passenger sitting in a passenger seat. Shopping Carts, Bags/Parcels and Bulky Items
Customers must fold shopping carts and board AAR vehicles with only two bags or parcels weighing less than a total of 40 lbs. A very bulky item that fills a seat or is a safety hazard is not permitted on an AAR vehicle, even if the item weighs less than 40 lbs.
Seatbelt Recommendation
Your safety is AAR’s major concern. Traffic conditions may require the vehicle operator to make sudden stops, turns, or maneuvers. Fastening your seatbelt ensures a safer ride. For your safety, we strongly recommend that customers wear seat belts or seatbelt /shoulder harnesses for customers traveling in their wheelchairs or scooters. You should fasten your seatbelt prior to the AAR vehicle’s movement. Drivers will assist in fastening and unfastening seatbelts upon request. This includes fastening the seatbelt/shoulder harness for those using wheelchairs/scooters.
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How to Cancel a Trip
Trips must be canceled no later than three hours before your scheduled trip by calling 877-337-2017 and following the menu to be connected to Transit Control. If you know one or two days in advance that you won’t be taking your scheduled trip, call 877-337-2017 and follow the menu instructions to be connected to Reservations staff. AAR counts a late cancellation or a failure to appear for a trip as a violation. Reserving seven or more trips within any month and no-showing and/or late cancelling 20 percent or more of those scheduled trips
is considered excessive, a violation of our No-Show/Late Cancellation Policy and may lead to suspension of your paratransit service. If you have subscription service and violate the policy, you may lose your subscription.
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What to do if an AAR Vehicle is Late
If it is more than 30 minutes after your scheduled pick-up time, call Transit Control at 877-337-2017 and ask the CIA for a trip status. The CIA will contact the carrier to find out the AAR vehicle’s location or ETA, and will give you this information as well as the carrier’s name and the vehicle number. If the agent is unable to assist you, please ask to speak with a supervisor.
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Taxicab/Car Service Authorization and Reimbursement
If your vehicle fails to arrive after you have waited the required 30 minutes, Transit Control will try to find another vehicle to pick you up. If another vehicle isn’t available in a reasonable period, and you are able to arrange for a taxi or a car service, a CIA will give you an authorization number to take either one. You are responsible for paying for your trip (including fare, tolls, and not more than a 15 percent tip), obtaining a receipt from the driver and submitting a letter to AAR requesting reimbursement. The letter must be postmarked no later than three months from the date of the trip. You will be reimbursed the cost of your trip minus the full AAR paratransit fare.
Reimbursement instructions — Please mail letters to AAR Taxicab Reimbursements, MTA NYC Transit, Paratransit Division, 130 Livingston Street, Brooklyn, NY 11201.
The letter must include your name, address, AAR ID number, NYC Transit authorization number, original taxicab meter receipt or original car service receipt (copies or faxes are not accepted). The car service receipt must include the car service name, telephone number, trip date, fare, tolls and tip. Receipts that appear altered may be rejected. The reimbursement amount may be limited if a request appears excessive. Letters missing required documentation will be returned.
NYC Transit may offer customers conditional authorization when it is unclear if the same-day problem is caused by you or NYC Transit. You will not be reimbursed for taxicab or car service fare if NYC Transit determines that you are responsible for the problem.
NYC Transit will not authorize taxicab or car service for customers who are not at their pick-up locations and ready to travel when an AAR vehicle arrives within the 30-minute time period. This also applies to customers who call for an earlier pick-up time on the day of their trip.
If NYC Transit offers you an alternate trip on AAR, you may wait for the AAR vehicle or take a taxicab or car service at your own expense. The scheduled arrival time for an alternate trip may be up to one hour after the trip is offered.
If you are delayed but wish to keep your return-trip reservation, reschedule at least 60 minutes before your scheduled pick-up time by calling 877-337-2017 and following the menu to be connected to Transit Control.
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Subscription Service
This service is offered to any customer who travels from the same location to the same destination at the same time of day for each trip, at least one day a week. These trips are prescheduled. You need to call if you wish to cancel or put trips on hold. If you are cancelling a trip one or two days in advance of your travel date, you must call Reservations. If you are canceling a same-day trip three or more hours prior to your scheduled pick up, you must call Transit Control. Subscription trips may be put on hold for one day or more when you take a vacation or have a commitment that will not require AAR service. No subscription will be held for longer than 90 consecutive days.
Cancellations – If your cancellations are less than 20 percent of your scheduled trips, you remain on Subscription Service. If you cancel 20 percent or more of your trips within two consecutive months (with a minimum of seven trips per month), or if there is a consistent pattern of cancellations of any part of a subscription, then your Subscription Service will be cancelled. Then you must request trips one to two days before your travel date. If your trip pattern changes, you can call Subscription Service and re-enroll.
If you have questions or wish to apply for Subscription Service, please call 877-337-2017 and follow the menu instructions to speak with Subscription staff. Note: Subscription Service is subject to availability.
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No-Show/Late Cancellation Violations
NYC Transit will record each customer no-show or late cancellation as a missed trip and may suspend, for a reasonable period, any customer whose missed trips are excessive, whether the trips are advance reservation or subscription trips. You may not dispute an individual violation at the time it occurs.
Definitions
A no-show occurs when the vehicle arrives at the pick-up location within the 30-minute pick-up window, waits the required five minutes and the customer does not board the vehicle.
A late cancellation occurs when a customer cancels a trip less than three hours before the scheduled trip.
Excessive Missed Trips: Missed trips are considered excessive when a customer reserves 7 or more trips within any month and no-shows and/or late cancels 20 percent or more of those scheduled trips. At no time can a customer’s missed trips exceed 7 within one month. This will be considered a pattern or practice of missed trips and the customer will be sent written notification that he/she has violated the No-Show/Late Cancellation Policy and is subject to suspension.
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Suspensions
Customers incurring excessive missed trips may be suspended for a reasonable period. Repeated violations of this policy will result in longer suspension periods each time. The following suspension periods shall apply to violations of this policy that occur within the same rolling 12-month period.
| 1st suspension | 2-month period |
| 2nd suspension | 4-month period |
| 3rd suspension | 6-month period |
| 4th suspension | 3-year period |
In addition, Subscription Service will be cancelled for any customer who is suspended under this policy. Suspended Subscription Service customers must reapply to be considered for a new subscription. The application will not be considered until four months after the end of the suspension period.
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Notification of Suspension
Customers violating this policy will receive a notice of suspension identifying each trip that was no-showed or late cancelled. The notice will also advise the customers of the dates when the suspension begins and ends, as well as the date that the customers can start to use paratransit service again.
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Right to Appeal
Written Appeals
- Customers must submit the completed Notice of Intention to Appeal Suspension form.
- Customers must submit either the Statement of Appeal form or a letter documenting why they believe that the violations should be excused and any supporting documentation.
- These documents must be postmarked within 14 calendar days of the date on which the notice of suspension was issued.
- Customers must submit the completed Notice of Intention to Appeal Suspension form postmarked within 10 calendar days of the date on which the notice of suspension was issued.
- Customers will be contacted to schedule an appeal hearing. Customers must be available to attend the hearing at a mutually agreed-upon date, no later than 21 calendar days from the date on which the notice of suspension was issued.
No suspension will take effect if customers have filed an appeal in accordance with the instructions and deadlines noted in this policy and the Paratransit Appeals Board has not determined the outcome of the appeal.
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Appeal Decision
NYC Transit will advise customers in writing of its decision concerning their appeal. If the decision upholds the suspension, the notice of decision will provide customers with the beginning and ending dates of the suspension period. The decision of the Paratransit Appeals Board is final.
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Wish to Commend or Complain?
Here’s how to comment effectively
Please contact us by using one of the following methods:
- Call 718-330-3322, the MTA New York City Transit Customer Assistance line, weekdays, 9 a.m. to 5 p.m., to speak with a representative.
- Write MTA New York City Transit, Paratransit Division, Customer Relations, 130 Livingston Street, Brooklyn, NY 11201.
- E-mail at www.mta.info and click on Contact Us.
Make your comment or complaint while the details are still fresh in your mind. We also look forward to receiving customers’ positive comments and helpful suggestions. However, if you have a complaint, we will try to resolve it. When making a complaint, please tell us your name, address, telephone number, and AAR ID. What is your complaint about? When did it happen? Where did it happen? If you’re complaining about a trip, the information on your trip ticket helps us investigate.
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Designated AAR Pick-up Locations
There are designated AAR pick-up bus stops at busy locations where customers and carriers have missed each other. These locations have AAR identification signs. You MUST have a reservation for a pick up or drop off at these locations. Please click here to view the locations.
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Visitors’ Information
MTA New York City Transit welcomes the opportunity to provide AAR paratransit service to eligible visitors to New York City. Visitors who need to use AAR must send NYC Transit a copy of their paratransit ID card (front and back) or other equivalent paratransit eligibility documentation issued by the city or town in which you reside. If you don’t have these documents, you must submit proof of residency outside New York City and proof of disability. A legible, dated, and signed letter from a doctor or rehabilitation professional indicating an individual’s disability is acceptable proof. In addition, we need the following information:
- Name, birth date, home address, telephone, cell phone and business telephone.
- Your address and telephone number in New York City (include cross streets).
- Emergency contact (name and telephone) in New York City.
- Will you travel with a personal care attendant (PCA), a guest, or both?
- Do you use a service animal?
- Do you use a cane, walker, crutches, wheelchair, scooter or other equipment? Note: AAR vehicles cannot accommodate wheelchairs or scooters wider than 33.5 inches, longer than 51 inches and weighing more than 800 lbs. when occupied.
- Special instructions: For example, a blind customer wants the driver to call out the customer’s name when the vehicle arrives.
- Do you need information in large print, Braille or on audio tape?
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Areas in Nassau and Westchester Counties Served by Access-A-Ride
Effective May 1, 2010
Areas in Nassau and Westchester Counties Served by Access-A-Ride
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AAR still operates in portions of Nassau County as described below:
Middle Neck Road in Great Neck, south to Lakeville Road; east along the service road of the Long Island Expressway to New Hyde Park Road; south on New Hyde Park Road to Jericho Turnpike; West on Jericho Turnpike to Covert Avenue; south on Covert Avenue to Meacham Avenue; south on Meacham Avenue to Dutch Broadway; west on Dutch Broadway to N. Fletcher Avenue; south on N. Fletcher Avenue to W. Merrick Road; west on W. Merrick Road to S. Central Avenue; south on S. Central Avenue to Mill Road; south on Mill Road to Peninsula Blvd.; southwest on Peninsula Blvd. to Franklin Avenue; south on Franklin Avenue to Broadway; southwest on Broadway to Auerbach Lane; south on Auerbach Lane to Hollywood Crossing; southeast on Hollywood Crossing to Ocean Avenue; southwest on Ocean Avenue to Tanglewood Crossing; southeast on Tanglewood Crossing to Willow Way; south on Willow Way to Causeway; south on Causeway to Beach Road; and Vernon Blvd. from Bay Blvd. to Ocean Blvd. in Atlantic Beach.
AAR service is available for travel in portions of lower Westchester County as far north as the following streets:
Union Place in Yonkers from Ravine Avenue to Warburton Avenue; Murray Street and Iden Avenue in Pelham; Mt. Tom Road and Park Ridge Avenue in New Rochelle.
If you want to receive Guide to Access-A-Ride in brochure form, call 877-337-2017, press “1” for English or “2” for Spanish and “1” for Customer Information to request a copy. MTA NYC Transit Customer Assistance at 718-330-3322 also provides AAR publications, bus and subway maps and information.
If you want to receive Guide to Access-A-Ride in Braille or on audio tape, please call Michael Levy at 718-393-4148.
NO-SHOW/LATE CANCELLATION POLICY
TAXICAB/CAR SERVICE REIMBURSEMENT POLICY
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