MTA Reports High Paratransit Customer Satisfaction Results Are Driving Growth

More than one million Access-A-Ride (AAR) paratransit trips have been reported for the first time in MTA history during the month of October. (Photo courtesy of MTA)

The Metropolitan Transportation Authority (MTA) of the New York City metropolitan area has announced the completion of more than one million Access-A-Ride (AAR) paratransit trips for the first time in its history during the month of October, carrying 1.4 million riders to their destinations.

“This record came as paratransit continues a trend of record high on-time performance (OTP). In October, more than 96% of trips were picked up within 30 minutes of promise time, and more than 90% of trips within 20-minutes. 75% of AAR vehicles arrived within 10 minutes of the pickup time,” according to a press release. “Paratransit continues to meet and exceed key performance indicators for on-time performance, no shows and ride time.

“Additionally, customer satisfaction continues to rise in 2025, with levels in the high 70s or above every month. Last trip satisfaction has been at or above 84% every month this year. AAR now transports more than 50,000 riders on average weekdays.”

“Our main objective at New York City Transit (NYCT) is to provide safe and reliable service. Paratransit continues to deliver on these promises,” New York City Transit President Demetrius Crichlow said. “New fare payment options and new customer support tools make using AAR easier and more convenient. We’re excited that our riders have been responding with more booked trips and more positive feedback.”

This record ridership comes as NYCT and paratransit shifts to the OMNY Tap and Ride fare payment system. 180,000 AAR customers already have or will have an OMNY card by the end of November 2025. More than 60,000 paratransit trips were booked using OMNY in October, allowing paratransit customers for the first time ever to pay without carrying exact change.

The release added: “In addition, OMNY seamlessly integrates with the subway system and buses, as AAR customers can use their OMNY cards to tap and ride on subway and bus as well. And, with new accessibility upgrades at six stations in 2025 and more accessibility features rolling out on our buses, paratransit customers now have more options than ever to use the transit system.”

Visit mta.info.