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Reasonable Modification Request and Appeals Procedure

Updated Mar 5, 2020

MTA is committed to providing all customers, regardless of race, color or national origin, sex, disability, age or religion, the benefits of transit and transit-related services in accordance with Title VI and its implementing guidelines and regulations.

The MTA and its affiliated and subsidiary agencies — New York City Transit, MTA Bus, Long Island Rail Road, and Metro-North Railroad — are committed to providing individuals with disabilities an equal opportunity to participate in and benefit from all programs, activities, and services.

Individuals may request a reasonable modification of MTA policies, practices or procedures to ensure that our subway, bus, and commuter rail services are accessible to everyone, and when the modifications are necessary to avoid discrimination on the basis of disability.

The easiest way to make a request is by using our customer email system.

You may also make your request via email by clicking below on the appropriate MTA operating agency:

Procedure

Individuals requesting modifications are not required to use the term "reasonable modification" when making a request, but should describe what they need in order to use the service. Whenever feasible, requests for modifications shall be made and determined in advance.

Requests for modification of MTA’s policies and practices may be denied only on one or more of the following grounds:

  1. Granting the request would fundamentally alter the nature of the MTA’s services, programs, or activities;
  2. Granting the request would create a direct threat to the health or safety of others;
  3. Without the requested modification, the individual with a disability is able to fully use the entity’s services, programs, or activities for their intended purpose”.

Once a request for Reasonable Modification has been received and reviewed, the requesting individual will be notified via the same format as the request.

Reasonable Modification Request and Appeals Procedure

Any person who wishes to file an appeal regarding a request for Reasonable Modification or want to file a complaint against the MTA or one of its operating agencies may do so by contacting MTA’s Customer service department through our customer email system or by calling 511.  All complaints are entered and tracked in the MTA’s customer database.  All customers will receive and initial acknowledgement of their complaint promptly and where possible, complaints will be resolved on the first contact:

For ADA complaints regarding MTA administrative buildings, customers may contact:

MTA Facilities Coordinator
2 Broadway Mezzanine
New York, New York 10004