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Cancellation and PCA policy

Cancelling Rides

978-345-7711 or 1-800-922-5636

  • Riders must call to cancel at least 30 minutes prior to the scheduled trip time, or they will be considered a “No-Show.” Same day changes be accommodated.
  • You must be ready to exit the building at the specific door or exit that you scheduled when the vehicle arrives. The driver will sound the horn and will not wait more than 5 minutes. If you do not call and you are not ready when our vehicle arrives, you will be considered a No Show. Please refer to MART’s No-Show policy for more details.
  • If an appointment runs late before your return time. If you are ready early call MART and we will attempt to pick you up earlier.

Requirements for Personal Care Attendants (PCAs)

Personal Care Attendants are individuals whose assistance is needed by an ADA eligible consumer to travel. Anyone who is involved in the “helping process” required by the consumer to travel, either while riding on the service or after reaching a destination, is considered a PCA.

The need for a PCA to accompany a consumer is a part of the initial ADA application process. However a consumer may add a PCA by simply notifying the Front Office staff that you need a PCA when scheduling a ride.

A consumer is entitled to use different PCAs rather than the same one at all times.


ADA eligible consumers may have escorts.  Escorts are not the same as PCA’s. Escorts are required to pay the same fare as the ADA eligible consumer. PCA’s ride for free. Children are considered escorts in most cases, especially if the child must use a booster or car seat. Please refer to the ADA Handbook for more details on children riding ADA service.

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