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  4. Access-A-Ride: Contact us and learn more about our paratransit service

Access-A-Ride: Contact us and learn more about our paratransit service

Updated Mar 12, 2024
We provide public transportation for eligible customers who have disabilities that prevent them from using the public buses and subways. See how to contact us and get details about the program.

About our paratransit service

Access-A-Ride (AAR) Paratransit Service operates:

  • Within the five boroughs of New York City 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.
  • A shared-ride program (you may be riding with other customers).
  • Origin-to-destination service or feeder service for eligible customers.
  • Non-priority trips with maximum ride times based on trip distance.
  • 24 hours a day, seven days a week, 365 days a year.
  • In compliance with federal Americans with Disabilities Act (ADA) regulations.

Whether you need temporary eligibility while recovering from surgery, require more long-term access, would like to reapply, or are seeking reciprocal Paratransit Service during your visit to NYC, please contact AAR to begin the eligibility process. You can read more about how to apply or recertify for Access-A-Ride.

Access-A-Ride phone directory

Call 877-337-2017 toll-free from area codes in the NY metro area and adjacent counties. From other area codes, call 718-393-4999. Customers who are deaf/hard of hearing can use their preferred relay service or the free 711 relay service.

After an important announcement, callers will be guided to press “1” for English. 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, Mandarin, Catonese, Haitian Creole, Korean or Bengali, press “3,” for all other languages, press “4.”

Callers with then be directed to the following menu options:

  • To use our self-service system to either check the status of your trip, cancel a trip reservation, or manage your subscription, please press 1.
  • To speak with an agent to either schedule a trip, cancel a trip, or change a trip that is one to two days in advance, press 2.
  • To speak with an agent 24 hours a day to either check the status of your trip today, cancel a trip for today, or request a later pickup time for today, press 3.
  • For eligibility, appeals, certification, or application questions, press 4.
  • For subscription service set up, subscription changes or subscription holds, press 5.
  • To give a compliment, make a complaint or comment, or if you have an inquiry or suggestion regarding Access-A-Ride Service, go to mta.info and select ‘Give Feedback.’ You may also press 6 to speak with an in-take agent. 

Callers may repeat the prompt menu by pressing “0.” They may also hold for assistance if they don’t have a touch-tone phone. Conversations with AAR personnel are recorded and may be monitored.

Book and manage your AAR trips online

AAR customers who have access to a computer, tablet or smart phone, can book their trips with MY AAR. With MY AAR, customers can also access their contact information, check the status of their trips, and manage subscriptions.

Interactive Voice Response (IVR) messages

Please call Eligibility staff and request that your cell phone and/or email receive IVR messages. With IVR, customers will receive trip reminders the night before their trip and important trip information on the day of their trip, such as carrier identification and estimated times of arrival. IVR messages may also be issued with an AAR-related announcement about service cancellations or delays.