Mobility Certified Rider

MobilityLink is a specialized transit service available to people, who because of a disability are functionally unable to get to a bus stop, wait unassisted at a stop or station or board or ride a bus or train by themselves. MobilityLink is a shared ride service offered from the first exterior door of your home or pick up location to the first exterior door of your destination.

What is Mobility All Access?

Mobility All Access allows customers to use their computer or smart phone to do the following:

Visit the MDOT MTA MobilityLink page and click on the Desktop option. You can also go directly to http://mobility.mta.maryland.gov. Be sure to have your client ID number. Your default password is their date of birth unless a password is already established through Mobility Direct. Visit our Mobility All Access informational webpage to learn more.

You can make future reservations and cancel rides any time. Next day reservations can only be made during the same hours as the call center is open.

How do I Make a Reservation?

Reservations can be made up to seven days in advance and at least one service day in advance of travel by calling Mobility at 410-764-8181 or the free TDD 711 Maryland Relay Service. We do not accept same day reservations. A service day begins at 3:00 a.m. and ends at 2:59 a.m. the next day. Trips for next day service must be made before 7:00 p.m.

Reservation hours are 8:00 a.m. to 7:00 p.m. on weekdays. Saturday and Sunday hours are between 8:00 a.m. and 5:00 p.m. The best time to call is between 10:00 a.m. and 2:00 p.m.

Please remember, a Mobility Reservation Agent is the only person who may make a passenger trip reservation; bus operators are not allowed to make reservations for a passenger or change the pick-up or drop-off location on the day of travel.

Mobility recommends that you provide an appointment time or the time you need to arrive at your destination. This will ensure that you arrive on time. Every effort will be made to accommodate your requested pick-up time, however, demand at certain times of the day may require that you adjust your desired travel time by up to one hour before or one hour after the desired pick-up or drop-off time. Reservations are accepted on a first come, first serve basis so call early for the best selection of pick up times.

Whenever you or your representative makes a reservation for a trip, please be prepared to provide the following information:

A Mobility Reservation Agent is required to ask for complete information and will repeat the information back to you to make sure everything is correct.

Remember that you are traveling on a shared ride service and travel time will be longer than if you are traveling by car. You must allow a minimum of one hour between pick-up and drop-off times when making a return reservation. The Mobility Reservation Agent will negotiate a return time if the time between trips cannot be accommodated.

Service begins and ends within the Mobility service area, if you live outside the service area you are required to designate a pick-up and drop-off point. A requested pick up or drop off location such as a public building, shopping center or restaurant with access for a large vehicle is recommended.

Who is Permitted to Travel with me?

You can always bring one guest in addition to your Personal Care Attendant (PCA), or two (2) guests if you are not approved for a PCA. A personal care attendant is someone designated to assist you or employed specifically by you to meet your personal needs. Over two (2) guests will be scheduled on a space available basis. Your PCA and traveling companions must board and alight with you.

Anyone, including children, may be considered traveling companions. Please remember when traveling with children that every child under eight years of age must ride in a booster or other appropriate child safety seat. The customer is responsible for providing the safety seat.

What is a Subscription Trip?

If you are traveling to or from the same destination, on the same day of the week, at the same time on a recurring basis you may request to use subscription service. This allows you to make regular trips without telephoning to reserve your trip. The same rules apply about cancelling a trip and if any information changes you will need to make a new trip reservation.

This is a premium service and Mobility reserves the right to accept or deny requests for subscription service. Subscription trips are subject to cancellation if you repeatedly cancel late or fail to show at the scheduled time.

What is Mobility Direct?

It is easy for Mobility customers to bypass a Reservation Agent; all you need is your Mobility Direct password to access the system. If you have never tried Mobility Direct, a default password is already established for you. Your default password/client identification number is your eight-digit date of birth. For instance, if your birth date is April 30, 1940, your password will be 04301940. To change your default password, call the general Mobility number, 410-764-8181, and select option 5. After entering your identification number, you can select Option 1 to change your password.

To use Mobility Direct call 410-764-8181 and select Mobility Direct (Option 5). You will be prompted to follow instructions to begin your self-service journey. Please note that Mobility Direct trip options are only available for trips already scheduled in our system. You still need to speak to a Reservations Agent to schedule your new trips.

You can use Mobility Direct do the following:

Mobility Direct will call you with service reminders and vehicle arrival times. It's effortless. You will receive the calls automatically unless you elect otherwise.

You may choose to receive reminder calls the evening before your ride. When you receive a reminder call, you will have the opportunity to cancel your ride if you no longer need the scheduled trip. Mobility Direct also allows you to choose to receive a reminder call when the vehicle arrives at your pickup location.

How do I Cancel or Confirm a Trip?

You can confirm or cancel your trip 24 hours a day, seven (7) days a week, either by speaking to an agent or by using the Mobility Direct IVR system at 410-764-8181.

What is the No-Show and Late Cancellation Policy?

The Mobility No- Show and Late Cancellation policy has been designed to discourage unnecessary cancellations and no shows. No shows and cancellations reduce the efficiency of the service and cause inconvenience to other passengers. Mobility recognizes that there are times you cannot help cancelling your service or not showing up for a scheduled trip.

A No-Show will be added to a passenger's record when the following situation(s) occur:

If you fail to show up for a scheduled trip and a no-show is recorded, any other trips for that day will remain on the schedule. It is your responsibility to cancel any other trips for the day if not needed. Under Federal law, Mobility may not assume that a passenger will not take the other scheduled trips for that day.

If you have a No-Show or cancel late for reasons beyond your control (for example, a sudden illness or hospitalization) please contact Mobility at 410-764-8181 and select Option 8 as soon as possible to provide an explanation. Any customer who receives a No-Show designation will be notified of such in writing. You will have the opportunity to appeal any No-Show on your record.

What are the Penalties for No-Show Violations?

You are subject to the No-Show penalties if you cancel your rides late and/or fail to show up for 30% of your scheduled trips during a month. The purpose of the policy is not to punish customers but to correct behavior that is costly for Mobility and an inconvenience to other customers who are delayed when someone does not show up as scheduled.

Each letter will show the day and time of each violation. If you disagree with the notification or warning letters you should take the earliest opportunity to clarify 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.

A No-Show will not be charged if the vehicle arrives beyond the 30 minute pick up window.

How do I Appeal a No-Show Violation?

The appeals process for No-Show violations is administered by the Office of Equal Opportunity Compliance Programs.

If you disagree with a suspension, you will need to adhere to the following procedures for an appeal: