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Guide to Access-A-Ride Service

2017 Paratransit Customer Satisfaction Study

Access-A-Ride Customer Bill of Rights
  • Read the Access–A–Ride
    Customer Bill of Rights

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all the news on accessible mass transit and paratransit services.

New! AAR Manage My Trips
Reserve and cancel your trips 1 to 2 days in advance,
7 days a week*

*some restrictions apply

Free Bus & Subway Travel Training Available!

Eligibility and Policies

  • Eligibility Criteria
  • Conditional Eligibility
  • Fare Policy
  • No Show/Late Cancellation Policy
  • Subscription Service Policy
  • Conduct Policy
  • Equal Access Policy

Applications and Forms

Access-A-Ride Language Services Notice

The "Guide to Access-A-Ride" is available to current Access-A-Ride customers in their preferred language. Current Access-A-Ride Customers may call 1-877-337-2017 to request a copy. Access-A-Ride's "How to Apply" pamphlet is available to applicants in their preferred language as part of the application process. Interested applicants may call 1-877-337-2017 to begin the application process.

Telephone Directory for Access-A-Ride

Call 877-337-2017 toll free from area codes 212, 929, 646, 718, 347, 516, 631, 914, 845, 917, 332.
From all other area codes, dial 718-393-4999. Customers who are deaf / hard of hearing can use their preferred relay service or the free 711 service relay.

For assistance in English, press "1." If "1" is not pressed, callers will hear choices in each of the respective languages:
  • for assistance in Spanish, press "2."
  • for assistance in Russian, Chinese, French Creole or Korean, please press "3."
  • for all other languages, please press "4."
Conversations with AAR personnel are recorded and may be monitored.

For eligibility, appeals, certification or application questions, please press "1."
To request a trip, please press "2."
To change a trip, please press "3."
To cancel a trip, please press "4."
For same day trip problems, please press "5."
For subscription service, please press "6."
To use our automated system, please press "7."
To give a commendation or make a complaint, please press "8."
To repeat this announcement, please press "0."
Hold for assistance if you do not have a touch-tone phone.

What is Paratransit Service?

Paratransit is the term used for a “demand-response” service in which an eligible customer reserves a trip in advance to a destination within the service area covered by public buses and subways. The Americans with Disabilities Act (ADA) requires that individuals with disabilities who are unable to use accessible mass transit for some or all of their trips must be provided with paratransit.

MTA New York City Transit administers the paratransit service for New York City, called Access-A-Ride (AAR). The service is shared-ride, door-to-door or feeder service.

Feeder Service

“Feeder service” is a trip that is made partly by paratransit and partly by fixed-route bus or subway. At present, customers with conditional eligibility who are able to walk or wheel short distances (1-2, 3-4 or 5 or more blocks) begin their feeder service trip on AAR and then transfer to a fixed-route bus. The bus takes them to a bus stop. From there, they walk or wheel to their ultimate destination without exceeding their travel limitations.
Feeder Service is a one-fare payment trip.


Private carriers under contract to NYC Transit provide this service by lift-equipped vans, ramp-equipped vehicles, or sedans. In addition, service is provided by private taxis, livery and black car services. AAR does not ensure a particular service or type of vehicle unless accessibility is mandatory.

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Service Area

AAR provides service in NYC and within a three-quarter-of-a-mile corridor beyond fixed-route service across the NYC borderline to nearby areas of Nassau and Westchester counties. When reserving a trip in Nassau and Westchester counties, give the reservation agent the address and cross streets of your destination; if AAR goes there, your trip will be scheduled.

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Hours of Operation

AAR operates 24 hours a day, 7 days a week.

Maximum Ride Times

A trip's maximum ride time is based on trip distance. The chart below indicates the amount of time a customer can anticipate traveling, based on trip miles.

Miles    Maximum Ride Time
0 to 3   50 minutes
3 to 6   1 hour 5 minutes
6 to 9     1 hour 35 minutes
9 to 12    1 hour 55 minutes
12 to 14   2 hours 15 minutes
Greater than 14 miles 
  2 hours 35 minutes   

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Applying or Recertifying for Paratransit Service

Applicants and recertifying customers are required to go to an assessment center, as part of the Access-A-Ride (AAR) eligibility determination process. Based on availability, the assessment will be conducted at a center located in the applicant or recertifying customer's borough of residence or within the five boroughs of NYC. Appointments are scheduled Monday through Friday, 9 a.m. to 5 p.m.

When scheduling an appointment, please inform Eligibility staff if you need:

1) Material in large print, Braille or recorded format
2) A sign language interpreter
3) A Personal Care Attendant (PCA) to travel with you. A PCA may be a relative, spouse, friend or a professional attendant. PCAs ride free of charge
4) Telephonic interpretation services

Once you agree to visit an assessment center, an application packet will be mailed to you. It should arrive in approximately five days. Application packet materials requested in accessible format will be mailed to you separately. The packet includes the print version of the application and a letter with the date, time and location of your appointment, including instructions on scheduling round-trip transportation to the assessment center. When scheduling transportation, please mention if you are traveling with a PCA. No fare is charged for travel to or from the assessment center.

Please note: Only the print version of the application will be accepted at your interview. Applications mailed to the Paratransit offices will be returned. Call Eligibility if you do not receive the application packet.

If you cannot keep your appointment, please call Eligibility to cancel and reschedule it. You must also call and cancel your transportation. At the center, you will have a face-to-face interview with a healthcare professional and undergo functional testing, where appropriate. Following your visit to the center, an assessment report will be sent to NYC Transit Eligibility staff. This procedure enables AAR to determine objectively if you are entitled to receive paratransit service. A decision about your eligibility will be made within 21 days after you visit the assessment center. You will receive written notification of our decision. If you have not received a notification of our decision in 21 days, please call Eligibility.

Except for customers who have temporary conditions, those found eligible will need to reapply every five years. Customers are notified by mail when it's time to recertify. If you don't receive a letter six weeks before the expiration date on your AAR identification, call Eligibility.

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Eligibility Determinations

If you are determined to be eligible, you will be assigned one of the following categories: (1) full, (2) continual – your condition is permanent and will not improve, so you will not need to reapply, (3) temporary – either full or conditional for less than 5 years, (4) conditional. Those determined conditionally eligible for AAR may only travel by AAR when the conditions noted on their AAR MetroCard/ ID apply.

NYC Transit will check the weather site: to determine when weather conditions apply.

Please note: All NYC Transit buses are wheelchair-lift equipped or have ramps.
Conditional Eligibility Categories:

Stairs Restricted: Customer is eligible to travel by AAR only when the trip requires the use of an inaccessible subway station.

Extreme Cold: Customer is eligible to travel by AAR only when the temperature is forecast to be 39°F or below on the day of travel.

Extreme Heat: Customer is eligible to travel by AAR only when the temperature is forecast to be 90°F or above on the day of travel.

Extreme Cold & Stairs Restricted: Customer is eligible to travel by AAR: (1) when the temperature is forecast to be 39° For below on the day of travel, or(2) when the trip requires the use of an inaccessible subway station.

Extreme Heat & Stairs Restricted: Customer is eligible to travel by AAR: (1) when the temperature is forecast to be 90° For above on the day of travel, or(2) when the trip requires the use of an inaccessible subway station.

If a customer has weather-related eligibility, environmental barriers to travel (such as humidity, snow and icy streets) will be taken into consideration when trips are scheduled..

Unfamiliar Places (Navigational): Customer is eligible to travel by AAR only when she/he is unfamiliar with bus and/or subway routes to the trip destination due to a cognitive or visual impairment. The customer may not use AAR for routes with which she/he is familiar.

Distance: Customer is eligible for all trips that require her/him to travel to a bus stop or subway station that is more than the number of blocks she/he has been determined able to travel: 1-2, 3-4, or 5 or more blocks.

Please note: Customers may have more than one eligibility category.

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If you are denied eligibility or given conditional eligibility, you have a right to appeal the decision within 60 days of notification. An appeal form and instructions are included with the notification letter. Appeals may be in writing or in person.

Access-A-Ride (AAR) MetroCard

The AAR MetroCard issued by NYC Transit serves as both your Paratransit customer identification card to use when you ride AAR and as a MetroCard if you opt to use public transit. NYC Transit understands that some Paratransit customers are able to use mass transit under certain circumstances but at other times need AARservice. Therefore, your eligibility status will not be affected by using mass transit.

Customers with temporary eligibility do not receive a MetroCard. The AAR eligibility letter with their photo will serve as their AAR identification.

The AAR MetroCard gives AAR customers the opportunity and flexibility to take a total of four free trips a day using the subways, local buses and Staten Island Railway (SIR). If you have PCA Certification indicated on your AAR MetroCard, your PCA rides free of charge via Paratransit or public transit. On public transit, just swipe or dip your card twice – once for you, and again for your PCA.

AAR customers cannot use their AAR MetroCard to ride express buses free of charge. Reduced fare on express buses is only available from 10:01 a.m. to 2:59 p.m., from 7:01 p.m. to 5:59 a.m. weekdays and all day on Saturdays and Sundays. Show your AAR MetroCard to the express bus operator when you board and deposit the fare in exact change in coins (no bills or pennies, please). If you board the bus via a middle/rear-door wheelchair lift you may ask your PCA to deposit the fare, or ask the bus operator to give you a postage-paid envelope so that you can pay the fare by mail. Please note that a bus operator cannot handle a customer's money or AAR MetroCard.

Please note: Use of the AAR MetroCard is monitored for potential fraud and that, as warranted after an opportunity to be heard, the individual's AAR MetroCard may be deactivated.

Travel Training

With some training, many AAR customers who have mobility or cognitive impairments may be able to ride the bus or subway to work, school, health and recreational facilities, and the many cultural institutions for which New York is famous. To apply for travel training, or to get more information, call 877-337-2017 / prompt #8.


AAR fares are the same as full fare on public transit. Show the driver your AAR MetroCard/ID and pay the exact fare as you board the vehicle. AAR MetroCards cannot be used to pay for Paratransit vehicle trips. AAR drivers do not provide change and do not accept roundtrip fares. Your vehicle will not depart unless you and your guest(s) pay the fare. Only PCAs ride free of charge. Current AAR TransitChek coupons are accepted as fare payment. Each coupon is good for one trip.

Personal Care Attendant (PCA)

Some of our customers require the assistance of a PCA. A PCA is someone who regularly assists the customer. When the customer travels, the PCA performs personal duties that drivers are not allowed to do. Some of these duties may include, but are not limited to:

(1) guiding a child or adult with an intellectual or developmental disability
(2) assisting a customer diagnosed with Alzheimer's or Dementia
(3) directing a customer who is unable to travel independently
(4) calming a customer who tends to become upset in unexpected situations
(5) preventing a customer from leaving her/his seat or opening a door when the vehicle is in motion and/or
(6) assisting a customer with managing schedule and trip commitments in order to prevent excessive missed trips and potential suspensions of AAR service.

We strongly suggest that customers who are authorized to travel with a PCA, and who need a PCA to perform some of the duties mentioned previously, always travel with a PCA on Paratransit trips. The customer's AAR MetroCard/ID will note “YES” next to Personal Care Attendant. Please tell a reservationist when a PCA will be traveling with you. Remember: AAR does not have staff to monitor or supervise its customers.

An AAR vehicle is just like a city bus, except that it transports its customers door-to-door. If you think it's unsafe to let your family member or the individual you assist travel alone on a fixed-route bus or subway, you should not let her/him travel alone on AAR.

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Traveling with Guests and a PCA

Whether or not you are approved to travel with a PCA, you may travel with one guest. Additional guests may be accommodated on a space-available basis. A PCA and/or guest(s) must travel with you to and from the same destination. When reserving a trip, tell the reservationist if seats are needed for a guest(s) and/or PCA. All AAR customers and guests must pay the full AAR fare.

Children can be guests and are charged a fare, except an infant held in a parent's lap. The parent is responsible for securing the child in a seat. If a customer brings on an infant seat, the customer is responsible for securing the infant seat. Drivers shall assist.

It is important to remember that when you reserve seats for guests or PCA's, the seats are not available for other persons with disabilities to use. Therefore, you must provide truthful and accurate information when making reservations. Do not reserve seats for others unless you truly intend for and expect them to take the ride. AAR monitors reservations and reserves the right to suspend or limit a customer's ability to reserve seats for others where the customer has a demonstrated pattern of making PCA and/or guest reservations that go unused. Also, please note that intentionally providing false information with respect to PCA and/or guest reservations may constitute illegal or fraudulent conduct for which a customer's AAR eligibility may be suspended or terminated under the AAR Conduct Policy.

How to Reserve a Trip

Here are some terms you need to know when you reserve a trip. “Pickup time” is the time you wish AAR to arrive. Since AAR is a shared-ride service, you may be offered a pickup time that is up to an hour earlier or later than the time requested.

“Appointment time” is the time you wish AAR to arrive at your destination.

You can request either a pickup time or appointment time, but not both for the same trip.

“Call back?” occurs if your trip cannot be accommodated when you call Reservations. We will ask to call you back with your pickup 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 Travel Services to get your pickup time. Travel Services staff is available 24 hours a day, seven days a week.

Now you are ready to reserve your trip. Trip reservations can be made from 7 a.m. to 5 p.m. daily. You must call one-to-two days in advance to reserve your trips.

When reserving a trip to or from Nassau or Westchester counties, the reservationist will inform you if the location is within the three-quarter mile service area. Please have the following information ready:

• Your AAR ID number
• The date of your trip(s)
• Your pickup and destination address (include cross streets whenever possible)
• Your cell phone number, if applicable, or the telephone number at your destination
• The time you wish to be picked up or to arrive, if you have an appointment time
• Whether you will be traveling with a PCA, guest(s), or both
• Special instructions, such as requesting that the vehicle operator announce her/his arrival
• Please provide the same information for the return trip

If you have conditional eligibility, you may only be able to reserve AAR on a “trip-by-trip” basis - which is when your disability and/or specific impairment-related conditions prevent you from using fixed-route buses or subways. You might also be offered AAR feeder service.

If you prefer to reserve your trips online, go to and select the “Accessibility” option.

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How to Cancel a Trip

You must cancel same-day trips no later than two hours before your scheduled pickup time by calling Travel Services. If you know one or two days in advance that you won't be taking your scheduled trip, call Reservations.

When cancelling a two-way trip, you must inform Travel Services or Reservations that you are cancelling both the original trip at your pickup location and the return trip from your drop off location. Return trips are not automatically cancelled. The penalties for customers who no-show or late cancel trips are listed under No-Show/Late Cancellation Violations.

On the Day of Your Trip

Before, during or after the 30-minute waiting period, you may call Travel Services to get your carrier's name, the vehicle number, and its location or estimated time of arrival (ETA).


  • Be at your pickup location ready to travel at your scheduled pickup time. If you need to take an elevator or walk a distance to your pickup location, please allow extra time.
  • Be prepared to wait up to 30 minutes after your scheduled pickup time. The 30-minute waiting period begins at your scheduled pickup time and ends 30 minutes later.
  • AAR vehicles arriving during this time are considered on time. You may call Travel Services to check on your vehicle's location or ETA.
  • When the vehicle arrives, please show the driver your AAR MetroCard/ID and pay the exact fare as you board.
  • Drivers must wait five minutes after your scheduled pickup time, even if they arrive early. Drivers arriving after your scheduled pickup time must also wait five minutes before leaving.
  • Dispatchers are requested to call you if you are not at the pickup location. If you do not arrive within the 5 minute wait period, the driver will leave.
  • Cell phone users: Please call Eligibility and request that your cell phone number be entered into the Manifest Notes in your permanent record so that dispatchers can contact you before the driver leaves.
  • If your vehicle doesn't arrive at the end of the 30-minute waiting period, follow the instructions in What to Do if an AAR Vehicle is Late.
  • If you are delayed but wish to keep your return-trip reservation, call Travel Services at least 60 minutes before your scheduled pickup time to reschedule (See Telephone Directory).

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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. For weather and service messages, please call AAR at 877-337-2017 or consult the MTA website at

Driver Assistance

As long as the driver doesn't lose sight of the vehicle and is not more than 100 feet away from it, she/he can assist you to/from the vehicle, help you up/down the curb or one step and assist you in boarding. The driver will carry up to two bags or parcels totaling 40 lbs. or less on/off the vehicle. A driver will not enter any buildings.

When a PCA travels with you, the driver is only required to assist you onto the vehicle, secure your wheelchair/scooter; and secure your seatbelt/ shoulder harness, or seatbelt if you are sitting in a passenger seat.

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Shopping Carts, Bags/Parcels and Bulky Items

Customers must fold shopping carts and board AAR vehicles with only two bags or parcels totaling 40 lbs. or less. 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

AAR cares about your safety. Traffic conditions may sometimes 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 you wear your seatbelt or seatbelt/shoulder harness (if traveling in a wheelchair/scooter). Your seatbelt should be fastened before the AAR vehicle begins to move. Upon request, drivers will assist customers with fastening and unfastening their seatbelts and seatbelt/shoulder harnesses for those using a wheelchair/scooter.

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Transferring from Wheelchair/Scooter to Passenger Seat

Passenger seats are reserved for customers who walk and wheelchair/scooter locations are reserved for customers traveling in wheelchairs/scooters. If you travel in a wheelchair/scooter and wish to transfer to a passenger seat, you must ask the driver if a seat will be vacant during your trip. You may transfer only if a seat is available.

Please note: If a customer who walks is added to the route and requires the seat, you will have to return to your wheelchair/scooter.

Customers are not permitted to reserve passenger seats for guests or PCAs who do not travel with them so that they can transfer to a passenger seat.

What to Do if an AAR Vehicle is Late

If your scheduled pickup time has passed, but the AAR vehicle has not arrived, you can call Travel Services for an updated trip status. The Customer Care Associate (CCA) will check the Automatic Vehicle Location Monitoring System (AVLM) and tell you the vehicle's location or ETA, the carrier's name and the vehicle's number. If the ETA is later than 30 minutes after your scheduled pickup time, you may request that the CCA attempt to find you alternative transportation from a nearby AAR vehicle or by authorizing taxi/car service. If the original vehicle's ETA is near, you may wish to wait for the original vehicle.


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Taxi/Car Service Authorization and Reimbursement

If you are approved to use a taxi or car service as an alternative to a late-arriving vehicle, you will be given an authorization number by the CCA. You will then be responsible for arranging for your own taxi/car service: including paying the fare, tolls, and no more than a 15 percent tip, obtaining a receipt from the driver and submitting a letter to AAR requesting reimbursement. You will be reimbursed the cost of your trip minus the full AAR paratransit fare. The reimbursement amount may be reduced if a request appears excessive

Please note: Wheelchair users can dial 311 and ask for Accessible Dispatch, or call the Dispatcher directly at 646-599-9999 for a wheelchair accessible taxi to travel in any of the five boroughs for the metered rate.

NYC Transit may offer customers a conditional authorization when it is unclear if the same-day problem was caused by you or NYC Transit. You will not be reimbursed for taxi/car service if NYC Transit determines that you are responsible for the problem.

NYC Transit may not authorize taxi/car service for customers who are not at their pickup 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 pickup time on the day of their trip.

For assistance in submitting your receipts for reimbursement consideration, please use the Taxicab/Car Service Reimbursement Form: , or follow the Reimbursement Instruction below.

Reimbursement Instructions:

  1. Letters must be postmarked within three months from the trip date.
  2. Letters missing required documentation will be returned.
  3. Letters must include your name, address, AAR ID number, the NYC Transit authorization number, original taxi meter receipt or original car service receipt. Receipts that appear altered may be rejected, and copies or faxes are not accepted. The reimbursement amount may be limited if a request appears excessive.
  4. Car service receipts must include the car service name, telephone number, trip date, fare, tolls and tip.
  5. Mail letters to AAR Taxi Reimbursements, MTA NYC Transit, Paratransit Division, 130 Livingston Street, Brooklyn, NY 11201.

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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. If you wish to apply, call Subscription Service from 8 a.m. to 5 p.m. Please note: Subscription Service is subject to availability. These trips are prescheduled. You need to call if you wish to cancel or put your trips on hold.

Call Reservations to cancel a trip one-to-two days in advance of travel. Call Travel Services to cancel a same-day trip at least two hours prior to your pickup time. If you do not require subscription service for one day or more, call Subscription Service at least three days in advance of your trip date to put it on hold. For example, if you have a trip to an appointment for physical therapy every Monday from 2 to 3 p.m., but will be on vacation for the next two weeks, you must call Subscription Service on Friday to put this trip on hold. When calling Subscription Service to put your subscription on hold, be prepared to give the following information:

1. Your full name (spell out)
2. AAR MetroCard/ID Number
3. Whether you want all or some of your trips put on hold (e.g., every Monday in July)
4. The first date AAR vehicles should not pick you up
5. The first date vehicles should resume picking you up
6. If you don't know the date that you want your service to resume, say the hold is indefinite.

NYC Transit will hold your subscription for up to 90 consecutive days. After 90 days the subscription will be cancelled and you must submit a new request for Subscription Service.

Excessive cancellation of subscription trips
NYC Transit may suspend any subscription that is canceled 30 percent or more in two consecutive months. At no time can a customer's missed trips exceed seven within one month. This will be considered a consistent pattern of cancellations of any part of a subscription. The decision to suspend a subscription because of excessive cancellations is final. Suspended subscription customers must submit another request for Subscription Service. However, the request will not be considered until 30 days after the suspension date. Customers whose Subscription Service is suspended due to excessive cancellations still have the right to request advance reservation trips.

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.

A no-show occurs when the vehicle arrives at the pickup location within the 30-minute pickup window, waits the required five minutes and the customer does not board the vehicle. Each no-show = 1 point.

A late cancellation occurs when a customer cancels a trip less than two hours before the scheduled trip. Each late cancellation = 1 point.

Pattern or practice of missed trips
Missed trips may occur for reasons beyond a customer’s control. Therefore, customers will be given seven (7) points each month that can be used in the event of a no-show and/or late cancellation. One point will then be deducted for each no-show and/or late cancellation that occurred during that month. When a customer’s no-shows and/or late cancellations exceed the allotted 7 points within the month, it will be considered a “pattern or practice” of missed trips and a violation of the Policy.

The customer will be sent written notification that she/he has violated the No-Show/Late Cancellation Policy and is scheduled for suspension.

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Customers shall be subject to the following suspension periods for violation of this Policy within a rolling 12-month period. Repeated violations will cause the length of the suspensions to increase.

1st violation      Warning Notification with no suspension
2nd violation    1st suspension 1-week period
3rd violation   2nd suspension 2-week period
4th violation     3rd suspension 3-week period

The 5th violation and subsequent suspension during the rolling 12–month period will result in a 4-week suspension period per suspension.

In addition, Subscription Service will be cancelled for any customer who is suspended.
Suspended Subscription Service customers must reapply to be considered for a new subscription. The application will not be considered for 30 days after the suspension end date.

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Notification of Suspension

Before a suspension occurs, customers 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.

Right to Appeal Suspension

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 the notice of suspension was issued.

In-person Appeals

  • Customers must submit the completed Notice of Intention to Appeal Suspension form postmarked within 14 calendar days of the date 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 suspension will take effect if the customer has 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 suspension is upheld, the notice of decision will provide customers with the beginning and ending dates of the suspension period.

Conduct Policy


Customer use of New York City Transit (NYCT) bus, subway and/or Access-A-Ride (AAR) paratransit service is subject to compliance with the Metropolitan Transportation Authority’s (MTA) Rules of Conduct. These rules apply to all transportation conveyances and facilities.

AAR is operated in compliance with the Americans with Disabilities Act (ADA) and the ADA permits the refusal of paratransit service to AAR customers who engage in violent, seriously disruptive or illegal conduct (49 CFR §37.5).  Section 1035 of the MTA rules governing paratransit service implements the enforcement of ADA-permitted suspensions/terminations.  All AAR customers must adhere to the policies and rules pertaining to the AAR service and are responsible for the conduct of their Personal Care Attendants and guests, including children.  Customers may be refused service for engaging in any acts of misconduct including, but not limited, to those noted below.  Misconduct may result in the loss of paratransit service whether it occurs in the context of traditional Access-A-Ride, the AAR MetroCard program, the e-Hail pilot program, or any other program or service offered by NYCT.

Prohibited Conduct includes:

  • Acts of violence, terrorism and/or illegal conduct including those that cause or may tend to cause injury and/or harm to oneself or others
  • Threats of violence or terrorism, harassment and/or conduct that poses a direct threat or significant risk to oneself or others
  • Conduct resulting in inappropriate physical contact with oneself or others
  • Disruptive or abusive language including derogatory remarks about race, ethnicity, religion, gender identity, sexual preference, or disability
  • Carrying or bringing any item(s), dangerous instrument(s) and/or weapon(s) that may present a danger or hazard
  • Conduct that interferes with customer traffic and/or impedes paratransit service
  • Littering, dumping garbage, liquids or other matter and/or creating a nuisance, hazard or unsanitary condition (including, but not limited to, spitting or urinating)
  • Destructing, defacing, destroying or otherwise vandalizing of AAR property
  • Smoking or carrying an open flame or lighted match, cigar, cigarette, pipe or torch
  • Drinking or possessing any opened unsealed container/s of alcoholic beverage
  • Conduct that demonstrates an intent to defraud or constitutes a theft of service
  • Intentionally providing false information with respect to PCA and/or guest reservations

Please note that assaulting an MTA employee is a crime punishable by up to 7 years in prison.


NYCT reserves the right to refuse service to any customers who engage in violent, seriously disruptive or illegal conduct to the extent permitted by the ADA.  In the case of suspensions or terminations for violent, seriously disruptive or illegal conduct during a paratransit trip, the individual will be subject to immediate suspension/termination but will be entitled to a post-suspension/termination appeal.  NYCT will follow the applicable appeal process but reserves the right to conduct the appeal hearing by telephone conference.

Appeal Process

Except for suspensions or terminations for violent, seriously disruptive or illegal conduct, NYCT will notify the customer in writing before suspending or terminating his/her service. The notice will identify the specific conduct that lead to the suspension or termination as well as the duration of any suspension.  The customer will have an opportunity to be heard and to present information and arguments as to why the suspension or termination should not be imposed.  Following this process, NYCT will notify the customer in writing of its final decision and the reasons for it.

Designated AAR Pickup Locations

There are designated AAR pickup spots at busy locations, where customers and vehicle operators consistently missed each other. These locations have AAR identification signs.
Please note: Customers MUST have a reservation to be picked up or dropped off at these locations. For a list of these designated locations, go to:

Cross-Jurisdictional Transfer Locations

A. Transfer Location between New York City and New Jersey Port Authority Bus Terminal (42nd Street between 8th and 9th Avenues)

B. Transfer Locations between New York City and Nassau County
1. Northwell Health, Center for Advanced Medicine (450 Lakeville Road, Door D, New Hyde Park)
2. Green Acres Mall (1051 Green Acres Mall, Valley Stream) in front of J.C. Penney

C. Transfer Locations between New York City and Westchester
1. 4340 Boston Road (at Ropes Avenue/IHOP)
2. 5661 Riverdale Avenue (at West 258th Street)

D. Intermodal Transfer Facilities
1. Herald Square (33rd Street and 6th Avenue): Amtrak, LIRR, NJ Transit
2. Penn Station/Madison Sq. Garden (7th Av and 31st Street) Amtrak, LIRR
3. Grand Central Terminal (East 43rd Street and Lexington Avenue): Metro-North

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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. In advance of your visit to our city, you must send NYC Transit a copy of your 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 letter noting your disability and signed by a doctor or rehabilitation professional is acceptable proof. In addition, we need the following information:

1. Name, birth date, and home address as well as telephone, cell phone and business telephone number/s
2. Your address and telephone number in New York City (including cross streets)
3. Emergency contact (name and telephone numbers) in New York City
4. Whether you will travel with a Personal Care Attendant (PCA), a guest, or both
5. If you use a service animal
6. If 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.

7. If you need the driver to call out your name when the vehicle arrives, because of a visual impairment
8. If you need information in large print, Braille or recorded format

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How to Commend, Complain, or Make Suggestions about AAR

Please contact us by using one of the following methods:
1. Call 877-337-2017 and press “8,” to speak with a representative who handles paratransit issues from 9 a.m. – 5 p.m Monday– Friday. Deaf/hard of hearing customers: use your preferred relay service provider or the free 711 relay service to reach 877-337-2017.
2. Write MTA New York City Transit, Paratransit Division, Customer Relations, 130 Livingston Street, Brooklyn, NY 11201.
3. Email and click on Contact Us.

Make your comment or complaint while the details are still fresh in your mind. We look forward to receiving customers' positive comments and helpful suggestions. 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 MetroCard/ID number. Also, provide specific details of your complaint and when and where it happened. If you are complaining about a trip, the information on your trip ticket helps us investigate.

If you have Internet access, go to to print a copy. Additional copies of this guide may be requested by calling Eligibility (See Telephone Directory). MTA NYC Transit Customer Service at 511 also provides
AAR publications, bus and subway maps and information, between 6 a.m. and 10 p.m., seven days a week.

If you want to receive a Braille or recorded version of the Guide to Access-A-Ride Service, please call 718-393-4133.

Follow us on Twitter @nyctAAR for service advisories.

Filing a Title VI Complaint

MTA New York City Transit (“NYC Transit”) and MTA Bus Company are committed to providing non-discriminatory service to ensure that no person is excluded from participation in, or denied the benefits of, or subjected to discrimination in the receipt of their services on the basis of race, color or national origin as protected by Title VI of the Civil Rights Act of 1964 ("Title VI").

To request more information about Title VI or to submit a written complaint if you believe that you have been subjected to discrimination, you may visit or contact NYC Transit's Office of Equal Employment Opportunity, 130 Livingston Street, 3rd Floor, Brooklyn, NY 11201.

In addition to your right to file a complaint with NYC Transit, you have the right to file a Title VI complaint with the U.S. Department of Transportation, Federal Transit Administration, Office of Civil Rights, Attention: Complaint Team, East Building 5th Floor -TCR, 1200 New Jersey Ave. SE, Washington, DC 20590.

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