New York, July 29, 2025 — The Metropolitan Transportation Authority (MTA) is marking Disability Pride Month by celebrating a record-breaking first half of the year for its Access-A-Ride (AAR) Paratransit service, showing major improvements in customer satisfaction, service reliability, and ridership.
According to the MTA, ridership on Access-A-Ride has surged to 140% of pre-pandemic levels, making it one of the fastest-growing segments of the city’s transit system. The service now handles over 40,000 scheduled trips each weekday—comparable to the full bus systems of cities like Charlotte or Cincinnati.
Customer Satisfaction Hits 80%
Year-to-date survey data through June shows that **80% of customers are satisfied** with the AAR service. In a June survey of more than 1,600 riders, 84% said they were satisfied or very satisfied with their most recent trip.
“This is some of the best service in Paratransit history,” said NYC Transit President Demetrius Crichlow. “Access-A-Ride customers deserve fast, reliable rides, and we’re using every tool to improve the experience.”
On-Time Performance and Booking Improvements
So far in 2025, 93.5% of AAR trips were picked up within a 20-minute window, a 2% improvement over the same period in 2024. About 70% of rides arrived within five minutes of the rider’s requested pickup time.
The MTA also reported that more than 20% of all AAR trips are now booked using the MY AAR app, giving customers faster and easier options. Call center performance has improved as well, with average wait times now under one minute.
“We’ve made huge strides in service reliability and customer service,” said Rachel Cohen, NYC Transit Vice President for Paratransit. “Our team is just getting started.”
Officials Applaud Progress
MTA’s Chief Accessibility Officer Quemuel Arroyo said the improvements are especially meaningful during Disability Pride Month. “Paratransit continues to be a lifeline for many in the disability community, and the reliability customers are experiencing today is something worth celebrating.”
Lawmakers from across the state echoed this sentiment. State Senator Liz Krueger praised the agency’s accessibility efforts and called the progress “a welcome development.” Assembly Member Stefani L. Zinerman added, “When we design with disability in mind, everyone benefits.”
Council Members also highlighted the importance of the service in supporting seniors, caregivers, and people with disabilities. “Access-A-Ride provides a lifeline for those who face challenges with the traditional transit system,” said Council Member Jordan J.G. Wright.
The progress comes as New York commemorates the 35th anniversary of the Americans with Disabilities Act (ADA) and reflects the city’s ongoing push toward a more inclusive public transit system.
“Our public transit system is only as good as its ability to serve every New Yorker,” said Assembly Member Emily Gallagher. “These gains show that accessibility is being taken seriously—and it’s making a real difference.”
The MTA says more improvements are on the way, including additional vehicles, wider rollout of OMNY cards for contactless payments and enhancements to the MY AAR app.
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