Interactive Voice Response System (IVRS)
The IVRS gives MTA passengers the flexibility to request or check on rides at their convenience, including outside normal office hours. If a passenger prefers to speak with a trip coordinator, the passenger can press the number 0 on the phone keypad. New clients need to set up an initial appointment with a trip coordinator at the appropriate service center to obtain a client ID# and password. Coordinators are available during office hours 8 a.m. - 5 p.m., Monday through Friday.
The MTA's Interactive Voice Response System (IVRS) gives passengers several inquiry options using a touch tone phone keypad. When a passenger calls a service center, the call will be answered by the IVRS. After a brief greeting and opening bulletins, a passenger will be given seven choices.
- Press 1 to CONFIRM A RIDE
- Press 2 to CANCEL A RIDE
- Press 3 to BOOK A RIDE
- Press 4 to CHECK ON A VEHICLE
- Press 5 for CUSTOMER SERVICE
- Press 6 for FREQUENTLY ASKED QUESTIONS
- Press 7 for ACCOUNT MANAGEMENT
Select this option to confirm a trip. You will be given a choice of hearing all of your trips on a specific date, or hearing a list of all of your trips. You can select a single trip if you know the trip booking number. You will be asked to enter the month and day(s) of your rides.
Select this option to cancel a trip. You will be given a choice to cancel a single booking, cancel all bookings for one particular day, or to cancel all bookings within a date range. You will be asked to enter the month and day(s) of your rides.
Select this option to make a new ride request. You will be asked whether the purpose of your trip is medical, shopping, employment, or personal. Next you will enter the month and day you wish to travel. You then have a choice of entering the time you need to arrive at your destination (appointment time), or the time you want to be picked up. Clients will be given a choice of up to 10 locations they have traveled to or from in the last year. Trips to new locations must be booked with a trip coordinator. Once you have entered all the requested information, the IVR system will read it back to you to confirm that it is correct. If it is not correct, you can cancel and start over.
Select this option to talk to the dispatcher if you are waiting for your ride.
Select this option to speak with Customer Service about a question, complaint, eligibility applications or eligibility cards.
This option gives pre-recorded information about service centers, office hours, ride requests, trip confirmation, trip cancellation, MTA and ADA eligibility
Select this option to check the information in your client file, such as your address, phone number, and personal information, for accuracy. It is important for Your Ride to have your current phone number if you want to receive confirmation calls. This option also is where you can change your password.