Boston’s MBTA announced the launch of “The RIDE – MBTA” mobile app and a new online booking portal for paratransit RIDE customers. 

The new tools provide customers with better flexibility in scheduling trips, updating some account information, adding funds to their accounts, and tracking their trips — all features that customers have requested, said MBTA officials.

“Everyone deserves the ability to choose public transportation, and the freedom to easily use The RIDE is a priority. I’m proud of our Paratransit team for their commitment to improving the rider experience,” said MBTA GM/CEO Phillip Eng. “Making it easier to schedule and use The RIDE with new customer-facing tools like the online portal and mobile app will improve service and the experience for all who need or choose transit.” 

New Customer Tools

The new customer tools come as part of a larger software transition for The RIDE. Over Labor Day weekend, The RIDE launched a new transportation management system developed by Spare. 

Customers can now book trips in three ways: 

• Portal 

• App

• Phone

Both the online booking portal and mobile app were reviewed for accessibility and tested by internal and external users. 

“It’s important that we keep evolving and improving both our operations and customer experience,” said MBTA Chief of Paratransit Services Michele Stiehler. “We want to make sure our customers can rely on us for safe, timely transportation and have any questions or concerns addressed as they arise.” 

The RIDE, Spare Partnership

Along with the new mobile app and web portal, Spare brings real-time trip optimization to The RIDE, which means more efficient scheduling and a better ability to react to unexpected delays like traffic or customer emergencies. 

Over the past few years, The RIDE has made steady progress in improving operations, customer service, and engagement. Recent upgrades include: 

• Better on-time trip performance. 

• Shorter call hold times at TRAC.

• Investing in both operations and customer-facing staff. 

• Partnering with the MBTA’s System-Wide Accessibility (SWA) team to offer additional support at the Mobility Center to assist customers in finding accessible transportation options.

• Improving the RIDE Flex application process and shortening application turnaround time. 

• Partnering with the MBTA’s Technology and Innovation Department to develop Ride Along, a previously used vehicle tracking tool.