Program Policy

What is MTA Call-a-Ride service?

The MTA Call-a-Ride service is a premium service that is available to certified MTA Mobility paratransit customers for travel in the Mobility service area. MTA Call-a-Ride is not paratransit under the Americans with Disabilities Act (ADA) and is not a replacement for Mobility service. The MTA Call-a-Ride service is not part of MTA Mobility service, but rather a separate MTA service provided by an MTA contractor utilizing private transportation companies. MTA Mobility does not guarantee the availability of vehicles, wait times or pickup to anyone participating in the MTA Call-a-Ride service.

Who is eligible for MTA Call-a-Ride service?

Applicants must be a currently certified MTA Mobility customer and at least 13 years old.

What are the rules of MTA Call-a-Ride?

• Customers must have a valid, current MTA card in their possession to use the service. Presenting an expired card will result in the trip being canceled and the customer being charged with a Late Cancel/No Show.
• The MTA Call-a-Ride service is not transferable. Only the MTA-certified customer issued the MTA card can use the card for their transportation needs. No family members or caregivers are allowed to use the customer’s card.
• Tolls may be covered as part of your MTA Call-a-Ride fare, provided the total fare amount remains under the $40.00 limit.
• Customers must present their valid, current MTA card to the driver at the beginning of the trip. Customers should be prepared to have their card photographed and to sign a signature pad.
• Customer fare is $3.00 per one-way trip, paid in cash directly to the driver or paid electronically while booking.
• Trips are limited to 62 one-way trips each month.
• MTA will pay up to the $40.00 metered fare for each one-way trip. If a trip goes over the $40.00 MTA limit, the customer is responsible for the additional fare amount in addition to the $3.00 Call-a-Ride fare.
• A limit of two people may travel with the customer at no additional charge. All persons who accompany a customer must be picked up and dropped off at the same location as the customer. Drivers cannot make additional stops.
• Drivers are not allowed to wait for a customer at any time during the trip.
• Customers may schedule rides with MTA Call-a-Ride dispatch operators, the Call-a-Ride automated phone system, or the MTA Call-a-Ride rider app. Rides cannot be scheduled directly with the driver or taxi/provider company at any time. Dispatch is available at 866-535-8781.
• Customers may not request specific drivers.
• Customers must provide accurate pickup and drop-off information to the dispatch operators. Customers may not alter their requested destination after the vehicle has arrived. All changes must be processed through the dispatch operator.
• Travel must begin and end within the established MTA Mobility service area for MTA Call-a-Ride customers. The customer is responsible for the cost of the entire trip if they travel outside the service area(s). See the service area map.
• Customers may not book rides with more than one service (Mobility, MTA Call-a-Ride) for the same trip.
• Customers who decide to use MTA Call-a-Ride instead of a scheduled MTA Mobility ride must cancel the Mobility ride at least 2 hours in advance of the scheduled trip pickup time.
• The customer is responsible for bringing and independently securing a car seat for children, as required by Maryland law.
• There is no smoking, vaping, eating, drinking or radio playing permitted in the vehicle.
• Customers may not engage in illegal, disruptive or otherwise abusive behavior while using the MTA Call-a-Ride services. Customers must follow all policies established by the transportation company and the MTA. Any violation of the applicable laws or policies may result in suspension or termination from the MTA Call-a-Ride services.

General information

• The MTA Call-a-Ride certification expiration date is the same as Mobility. There are no extensions for the MTA Call-a-Ride service.
• If a customer is suspended from Mobility, their MTA Call-a-Ride service is also suspended for the same period.
• The customer is responsible for the full fare if they have exceeded the monthly trip limit of 62 one-way trips or the trip does not comply with program policies, even if the trip was to transport a stranded customer.
• Always notify MTA Call-a-Ride Customer Service of any change of address, telephone number or emergency contact information.
• MTA Call-a-Ride Customer Service is available Monday through Friday from 8:00 a.m. to 5:00 p.m. The office is closed on New Year’s Day, Martin Luther King Jr. Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day and the Friday following Thanksgiving, Christmas Eve and Christmas Day. Dispatch agents will be available.
• Information on MTA Call-a-Ride service, including a list of current transportation companies participating in MTA Call-a-Ride, is available on this website.

No Show and Late Cancellation policy

Call-a-Ride recognizes that there are times you cannot help canceling your service or not showing up for a scheduled trip. A No Show or Late Cancellation will be added to a passenger’s record, and your trip count will be reduced by one (1), when any of the following occurs:

• A passenger is not at the pickup point within five minutes after the vehicle arrives within the scheduled pickup window.
• A passenger cancels a ride less than one hour before the scheduled pickup time.
• A passenger chooses not to ride after the vehicle arrives within the scheduled pickup window.

Suspension policies

Fraudulent use of MTA Call-a-Ride

Fraudulent use of the MTA Call-a-Ride services will result in immediate suspension from the service and may result in criminal prosecution.

Fraudulent use includes, but is not limited to:

• Lending your card to others.
• Selling your card and/or trips.
• Allowing drivers to use cards for non-existent trips.
• Any attempt, successful or not, to falsify information. This includes signing for more than the fare amount or requesting false destinations.

Violations of MTA Call-a-Ride

Policy compliance violations include, but are not limited to:

• Engaging in illegal, disruptive or abusive behavior during the trip.
• Contacting drivers directly to arrange trips, and taking round trips.
• Taking more than the 62 trips allowed monthly.
• Asking drivers to wait between trips.
• Failure to sign the MTA Call-a-Ride signature pad.
• Beginning or ending a trip outside the MTA Mobility service area.
• Failure to pay the $3.00 fare to the driver and/or the fare amount over the $40.00 limit.
• Failure to provide car/safety seats for children as required by Maryland law.

Penalties for violations

1. 1st violationWarning letter
2. 2nd violationFinal warning letter
3. 3rd violation7-day suspension of service
4. 4th violation7-day suspension of service
5. 5th violation7-day suspension of service
6. 6th violation30-day suspension of service

Each letter will show the day and time of each violation. If you disagree with the notification or warning letters, take the earliest opportunity to clarify any misinformation. Please provide information that explains any circumstances beyond your control that may have caused a No Show or Late Cancellation. If the initial information is not corrected in a timely manner, it may affect your appeal in later steps.

Depending on the severity of the offense, MTA may impose any of the above penalties at any time.

Appeal of suspension

Suspensions from the MTA Call-a-Ride service may be appealed to the Maryland Office of Administrative Hearings. Hearing request information and instructions will be provided with suspension documentation.

Important telephone numbers

If you need this policy in an alternative format, please contact the MTA Mobility office:

Download the policy

Download the MTA Call-a-Ride Policy (PDF, 119 KB, 5 pages, English) (opens in a new tab)