MTA officials brief Community Board 2 on Access‑A‑Ride changes; committee agrees to draft follow-up resolution

Community Board 2’s Traffic and Transportation Committee heard an overview of the Metropolitan Transportation Authority’s Access‑A‑Ride program on the evening of the committee meeting, and members agreed to draft a resolution asking the MTA for follow‑up on operational and outreach improvements prior to full‑board consideration on June 18.

The presentation from MTA staff drew on program rules and recent performance figures and was followed by extended remarks from users and disability advocates about everyday challenges with paratransit. Tammy Francis, manager in the Access‑A‑Ride outreach unit, said Access‑A‑Ride operates across the five boroughs and up to three‑quarter miles into parts of Westchester and Nassau, is a shared origin‑to‑destination service that runs 24 hours a day, seven days a week, and that reservations must be made one to two days in advance during the call center window. Francis said applicants undergo an in‑person eligibility assessment at one of six centers (two in Brooklyn, one in Manhattan, one in Staten Island, one in Queens and one in the Bronx) and that recertification typically occurs every five years.

Why it matters: Access‑A‑Ride provides mobility for New Yorkers who cannot use standard subway or bus service, and committee members said operational problems can limit employment and social participation for riders.

Key program details presented - Eligibility and recertification: Francis said applicants generally must attend an in‑person assessment; full‑eligibility documentation is reviewed and most continuing eligibilities require documentation every five years. - Vehicles and capacity limits: Francis said contracted providers include lift‑ and ramp‑equipped vans, SUVs and taxis; she stated vehicles cannot accommodate wheelchairs or scooters wider than 33 inches, longer than 51 inches, or that weigh more than 800 pounds when occupied. She also described new Ford E350 vehicles with improved tie‑down hardware. - Fares and Omni transition: Francis said the program is transitioning from the MetroCard to the MTA Omni card, introduced December 2024. The Access‑A‑Ride Omni ID combines photo ID and fare/payment capabilities; Francis said cardholders who qualify for a personal care attendant (PCA) designation will have a PCA ride free and that additional companions pay the normal fare. The presentation described 0‑fare taps for eligible customers on subways and local buses (four per day) and that Omni funds can be loaded online or at retail locations. - Reservations and day‑of operations: Francis told the committee that customers should call prompt #3 or use the app on the day of travel to obtain trip status, and that on‑line booking, an app and IVR/text alerts are available to track vehicles. - Performance numbers presented by the MTA: Francis said Access‑A‑Ride met or exceeded internal KPIs for 2024, listing growth in total trips and ridership (figures given in the presentation), a primary 30‑minute pickup on‑time performance above 96% (surpassing a 94% target), a 20‑minute pickup performance of 92%, an 85% trip completion rate by vendors, and less than 3% no‑shows by providers.

Users and advocates pressed for changes Members heard from disability advocates and long‑time users who described both the value of Access‑A‑Ride and practical shortcomings. Michael (last name on file), identified as vice president of Disabled in Action of Greater New York and chair of the MTA Accessible Transit Advisory Committee, told the committee the service enables daily life and employment but highlighted gaps including taxi‑reimbursement delays (users pay upfront and often wait months for a refund), limitations of the on‑demand pilot and the effects of shared rides on trip length.

Michael said the on‑demand pilot — which he described as starting around 2017–2018 in phased launches — provides vouchers for point‑to‑point trips through private app‑based services for a subset of customers and that many users who want the pilot cannot get access while some participants chosen early did not use it. He urged the MTA to expand the pilot or otherwise provide more flexibility for riders with work schedules. Michael also described taxi‑reimbursement as useful but slow, saying reimbursement can take “about three months.”

Writer and Access‑A‑Ride user Claudia Mallea read excerpts from an essay about paratransit as a social experience and described tactics riders sometimes use to travel with friends or to preserve scheduling flexibility; she urged recognition that riders use the service for work, social life and everyday activities beyond medical trips.

Committee discussion and next steps Committee members suggested issues to include in a draft resolution: shortening customer wait windows and improving pickup completion rates; speeding and digitizing taxi‑reimbursement payments; linking the IVR/text alerting and mobile app systems; updating the scheduling engine the MTA uses to match and route shared rides; improving outreach and education so eligible New Yorkers know how to apply; and evaluating whether the on‑demand pilot should be expanded beyond its current enrollment.

The committee did not record a formal vote on the resolution during the meeting; members indicated they would draft a resolution to take to the full board at the June 18 meeting.

Quotations (selected) - Tammy Francis, Access‑A‑Ride outreach manager: “We operate 24 hours a day, seven days a week, 365 days a year … reservations must be made one to two days in advance.” - Michael, Disabled in Action: “If anyone has ever had a problem with Access‑A‑Ride, if you're lucky enough to talk to Tammy, she's either going to solve it or you're going to walk away feeling okay because it's a problem that can't be solved.”

What the committee requested and unanswered items The committee requested more detail from MTA on the on‑demand pilot’s eligibility and cost structure, the timetable and plan for the scheduling‑engine update, and options to shorten reimbursement turnaround. MTA staff said scheduling‑engine updates are being pursued and that some technology improvements are planned; they said they would provide additional materials on request.

Ending note Committee members said they would work with staff to draft a resolution reflecting operational fixes, outreach and continued attention to the diversity of riders’ needs. The final resolution and any MTA response will be considered by the full Community Board 2 on June 18.