MBTA Ride shows strong on‑time metrics but riders report service and driver conduct problems

The MBTA's Ride program reported improved performance metrics for August while participants raised several service and driver‑conduct concerns during the meeting.

Michele Stiehler of Ride presented August figures showing on‑time performance at about 96%, exceeding a 90% target, and an average call‑answer time under one minute (roughly 0.28 minutes). She said August ridership rose slightly from July and that Ride received 135 complaints, 36 commendations and 333 inquiries in August.

Several riders described problems boarding and driver conduct related to mobility devices. Debbie recounted multiple incidents in which a driver allegedly refused to bring a rollator or assist a senior rider, leaving the rider outside in cold weather and requiring multiple follow‑ups. "I don't understand the reason for making her sit out there," she said; staff said a complaint was on file and the issue was under investigation.

Mike from the Ride team said drivers are not trained to lift or carry mobility devices and that doing so can create safety and liability problems; he acknowledged that drivers sometimes help beyond training and that the agency would pursue refresher training and investigate the specific complaint.

Michele said Ride is hiring additional staff (including a senior customer liaison and a manager of issue resolution) to improve investigations and customer follow up and noted several open civil‑service positions and recruitment outreach for Ride roles.

The agency encouraged riders to file complaints so staff can investigate and provide a formal response.