MTA's Paratransit Customer Satisfaction, Upgraded Mobile Booking Process

MTA's Paratransit Customer Satisfaction, Upgraded Mobile Booking Process

View Photo Gallery

The Metropolitan Transportation Authority (MTA) spotlighted the performance of its Access-A-Ride (AAR) paratransit service in recent months, which is reflected in the highest levels of customer satisfaction measured since before the onset of the COVID-19 pandemic.

On-time performance from primary carriers, also referred to as the “blue and white vans,” increased from 90% in September 2021 to 98% in January 2023, while driver no-shows fell from a high of 6.6 to just 0.6 per 1,000 scheduled trips over the same period. 

On broker services, on-time performance increased from a low of 84% in November 2021 to 95% in January 2023 on rides provided in taxis and for-hire vehicles, and no-shows fell during the same period.

Additionally, the MTA said it continues to invest in leveraging technology to make the booking and travel experience even better for AAR customers. The agency rolled out new features for Access-a-Ride customers to book and track trips on the MYmta website and app.