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MBTA to pilot all‑door boarding with new Fare Engagement Team on Green Line Extension
Summary
MBTA will deploy a bilingual Fare Engagement Team Oct. 7 on the Green Line Extension to educate riders and begin proof‑of‑payment checks as it pilots all‑door boarding; the M.T.A. plans an education period followed by a warning‑first approach before citations.
The Massachusetts Bay Transportation Authority said it will begin a pilot of all‑door boarding and a new Fare Engagement program on the Green Line Extension on Oct. 7, aiming to speed boarding and introduce proof‑of‑payment checks.
"The big headline here, MBTA is rolling out all‑door boarding for light rail, including the Green Line," said Sanja Stegich, senior project coordinator, who described a phased rollout starting with the seven GLX stations. The agency said the move follows a recent installation of contactless fare readers and a desire to let more riders board through any door and pay at readers throughout the vehicle.
The pilot includes a newly hired Fare Engagement Team that will educate and assist riders, answer fare and wayfinding questions, and perform proof‑of‑payment checks. "They are going to receive a robust six‑week classroom training," Stegich said, listing topics such as accessibility, de‑escalation and youth engagement. The MBTA said it has hired an initial cohort of 16 bilingual team members.
During the rollout the MBTA will use an education period of several months. Stegich described a warning‑first policy after the education period: riders who cannot show proof of payment will receive a warning and one‑on‑one education; subsequent noncompliance could lead to citations. "We're going to take about a couple of months, possibly close to six months, to simply educate them," she said.
The MBTA emphasized limits on the Fare Engagement Team's duties. Team members will not wear police‑style uniforms and will not independently deploy safety equipment that requires operator authorization. Stegich said the team "will assist the operator with the task" of deploying bridge plates on trolleys but will not operate them alone for safety reasons.
Riders raised concerns during the meeting about accidental charges from proximity‑sensitive readers and about where readers are placed on crowded vehicles. In response, Stegich said the readers are sensitive to proximity and the MBTA has processes for refunding accidental charges: "If a situation did happen ... you can submit a ticket or notify the MBTA. You were charged, even if it was multiple times, and the charges are refunded," she said. The agency also said readers were being placed with accessibility in mind so customers who use wheelchairs and mobility devices can reach them.
The MBTA will initially operate the Fare Engagement Team at GLX stations and intends to expand across the Green Line over several years, with broader bus deployment to follow depending on staffing and technology. Stegich estimated a possible system‑wide Green Line expansion by 2027 but said timelines depend on technology and staffing.
The agency plans a marketing campaign, a press release and a webpage with details; the MBTA said more information will be posted as phases progress. The pilot is intended to test operational procedures and community engagement before wider implementation.
The pilot launch date is Oct. 7 for the GLX; the MBTA said it will announce the next phases and when fare checks move from platforms to vehicles.
