Dear Riders,
 
 Even as the MBTA continues to expand accessibility system-wide, we know the station environment can be a challenging. Whether you're a seasoned rider or brand new to life on the T, we want to ensure help is there when you need it.
 
 With that in mind, we're dedicating this newsletter to answering frequently asked questions on how to request assistance in MBTA stations. Read on to learn about:

• Common reasonable requests for assistance
• How MBTA staff are trained
• Station staffing levels and coverage decisions
• Ways to request assistance—even if no station staff are nearby
• Requesting to board using a bridge plate
• What to do if something goes wrong

What types of assistance can I request at an MBTA station?
 
 MBTA front-line station staff—including Transit Ambassadors, Customer Service Agents, and Station Officials—are trained to honor all reasonable requests for assistance. Some of the most common types of assistance include:

• Boarding/alighting a train using a mobile bridge plate
• Obtaining priority seating on board a train
• Navigating a station with orientation assistance and/or sighted guide
• Assistance with fare transactions

Are all MBTA station staff, including Transit Ambassadors, trained to assist riders with disabilities?

 Yes. All MBTA front-line staff receive in-depth training on how to provide accessible service to riders with disabilities. The Transit Ambassadors' new-hire training program, in particular, received an updated accessibility module in 2023. The module contains both a classroom and hands-on component and includes first-person perspectives from real MBTA riders with disabilities.
  

Will MBTA staff be available at every station to assist me?

 MBTA front-line staff are posted at strategic locations throughout the system to assist you. While staff will not be available at every station at all hours of operation, we strive to make thoughtful decisions about staffing coverage based on the following factors at a given station or post:

• Ridership levels
• Station complexity
• Elevator location
• Average number of requests for assistance received

Last year we worked in collaboration with Operations and the Transit Ambassadors program to significantly increase staff presence in our stations. Today, thanks in part to a team of over approximately 300 Transit Ambassadors, staff are now on hand at the majority of stations between 6:00 AM and midnight.
  

What happens if I need assistance at a station but no MBTA staff are present?

If you enter a station and can't find an MBTA staff member, don't worry: You can still request assistance by using one of the call boxes installed at each MBTA station. Upon activating the call box, you will be connected with an MBTA dispatcher who will immediately send a staff member to your location to assist you.

Watch a short video on requesting assistance in person or via the call box in MBTA stations. 

 
 If you are unable to locate or utilize a call box, you can ask the Motorperson (train operator) of the next approaching train to assist you by positioning yourself at the front end of the platform. The Motorperson can radio Operations Control Center (OCC) staff to coordinate your assistance or can assist you directly if your request is related to boarding the train (e.g., use of a bridge plate, sighted guide, locating priority seating).
 
 At select stations, you can also make use of our designated Customer Assistance Areas (CAAs). All CAAs feature a callbox, a bench, and enhanced lighting and are marked off by white tactile strips on either end.

What is a mobile bridge plate, and how do I request to use one?
 
 The MBTA works to ensure that there are minimal gaps between the platform edge and the floor of the train car so that everyone can easily enter and exit the train. But, some challenging platform gaps do exist on the system and can vary in significance depending on a number of real-world factors (e.g., the location of the gap on the platform, the amount of people on board the train, etc.). Mobile bridge plates are portable metal plates that can be deployed by MBTA staff where these gaps exist, creating a smooth transition between the platform and the train car floor. They are available at all Red, Orange, and Blue Line stations. You can request a mobile bridge plate to board or alight the train in one of three ways: 

• Ask an MBTA Transit Ambassador, Customer Service Agent, or Station Official at the station to assist you.
• Use a station call box to connect with an MBTA dispatcher, who will immediately send a staff member to your location to assist you.
• Ask the Motorperson to assist you directly by positioning yourself at the front end of the platform in view of the next approaching train.

You will be assisted with boarding the next available train using the bridge plate. If any MBTA in-station staff member or Motorperson is personally unable to deploy the bridge plate for you, they are required to immediately find another staff member who is able to assist. Staff members and Motorpersons will coordinate with OCC to provide you with assistance at your destination station if needed.

What if I did not need a bridge plate to board but found that there was a large platform gap at the station where I want to exit?

 There may be situations where you do not need to use a bridge plate at your boarding location, but at your alighting location, you encounter an unanticipated gap between the platform and the train floor. Should this occur, you can use the call box at either end of the train car to notify the Motorperson that you will need assistance alighting the train using a mobile bridge plate. The Motorperson will either deploy the bridge plate for you or immediately radio for another MBTA staff member to assist.
 

What if I experience a problem when requesting and/or receiving assistance?

Particularly for those of us with disabilities, we know submitting a complaint is sometimes the last thing you feel like doing following a negative experience. We appreciate your taking the time and effort to reach out if something doesn't go according to plan in the process of requesting assistance—and we take your feedback seriously.
 
Please help us identify and address issues with accessible service at the T by submitting an online Customer Support form on mbta.com. Under the Additional Details heading, be sure to check the box that says "This is an ADA/accessibility complaint/feedback" to ensure it goes to the right place. You can also call Customer Support at 617-222-3200 (voice or VRS) or 711 (TTY).
  
 Safe and accessible travels,
  
 The Department of System-Wide Accessibility
   

Find Out how the MBTA Mobility Center can Help You

The Mobility Center, located in Boston at 1000 Massachusetts Ave, is available to anyone looking to explore accessible transit options and other community transport resources. Give us a call at 617-337-2727. 

 Send Us Your Feedback 

We want to hear from you! To share your concerns, questions, or positive experiences with us, please visit mbta.com/customer-support or call Customer Service at 617-222-3200 (TTY: 617-222-5146).
 
 MBTA.com/alerts has information about current, ongoing, and future service disruptions. 

Learn More about Accessibility at the MBTA

We have numerous efforts underway to improve accessibility at the MBTA. Visit mbta.com/accessibility to learn more.
  

Get Involved with the Riders’ Transportation Access Group

The Riders’ Transportation Access Group (R-TAG) is a customer organization that advises the MBTA on issues of transportation and accessibility. Membership is open to the general public. To learn more, click the link below or attend an upcoming R-TAG meeting.
 
Learn about R-TAG
 
Check Service Alerts
 
MBTA.com/alerts has information about current, ongoing and future service disruptions including bus stop closures and detours.