The Massachusetts Bay Transportation Authority’s (MBTA) recent restrictions on the amount of luggage permitted on its RIDE paratransit service have sparked frustration among users, particularly seniors and people with disabilities who rely on the shared door-to-door transit system. The policy, implemented to improve safety and efficiency for the approximately 4,000 weekly riders, limits drivers to assisting with items weighing no more than 15 pounds and which can be carried in one arm and in a single trip.
MBTA officials defend the changes, citing the need to create more space for wheelchairs and mobility aids, and to prevent loose items such as groceries from shifting during transit. However, many riders and advocacy groups contend the restrictions have introduced significant challenges, limiting riders’ ability to transport essential items such as groceries and household supplies. Some seniors report carrying bags on their laps or feet, which can cause discomfort or safety concerns.
Valerie Best, a 77-year-old RIDE user from Mattapan, described difficulties caused by the new rules, noting that heavy bags placed on legs can impede circulation and create hazardous situations when items fall during rides. Similar concerns were voiced by other riders, who say the policy forces them to make more frequent trips or forgo buying needed goods. Katherine Stearns, a wheelchair user from Lynn, said that due to the restrictions, she and her husband have had to increase their rides to the grocery store fourfold, leading to substantially higher out-of-pocket costs. The couple lives on a fixed income under $1,200 monthly and finds the policy “terribly unfair.”
Advocacy groups including the Massachusetts Senior Action Council raised these issues directly with MBTA officials but say few changes have been made. Following a demonstration at a July transit board meeting, MBTA General Manager Phillip Eng acknowledged the concerns and said the policy would be reviewed. Board member Chanda Smart described the prospect of riders being stranded without transportation due to luggage limits as “unacceptable.” In a statement, MBTA spokesperson Maya Bingaman said the authority is exploring options that balance safety, efficiency, and customer needs.
Despite historical challenges with the RIDE system—such as contractor issues, staffing shortages, and long wait times exacerbated during the COVID-19 pandemic—MBTA data indicates on-time performance has improved recently, reaching 98 percent. The service also introduced an online booking platform last summer aimed at improving convenience.
Legal and disability rights experts weighed in on the matter, noting that while federal paratransit guidelines require assistance getting on and off vehicles, they do not specifically address helping with packages or carts. Kenneth Shiotani, senior staff attorney at the National Disability Rights Network, described the MBTA’s policy as “a little too stringent,” emphasizing the slow, careful boarding process often needed by paratransit riders and advocating for more flexibility in accommodating their needs.
Some users have reported being denied service when exceeding bag limits. Elizabeth Gillaspie recounted an incident in September when she and a friend with severe health issues were initially refused a RIDE vehicle outside a Revere grocery store for having five bags. Another vehicle was eventually dispatched after the friend became distressed. Visually impaired rider Daniela Depina, who has used the RIDE for over two decades, stressed the difficulties of adhering to the new limits and lamented the lack of consultation with affected seniors and disabled riders prior to the policy changes.
Critics argue that the new restrictions undermine the RIDE’s mission to provide reliable transit for those with limited mobility and threaten the independence of vulnerable populations, particularly amid federal cuts to food assistance and social services. Transit advocates call for the MBTA to reconsider the policy in light of riders’ experiences and needs.