The Mobility Customer Care Department is open. You can reach representatives Monday through Friday, 8:30 am to 5:00 pm by calling 410.764.8181, option 8.

Updated October 17, 2025

Service Update

MTA has established interim online reservation capability available on the website https://www.mta.maryland.gov/mobility.

Click Desktop, Laptop, or Tablet  and follow the instructions below to access the reservation site. 

  • Mobility Customers should use their Mobility ID to log in to the site.  The initial password has been set to the 8-digit DOB (mmddyyyy). Mobility customers are encouraged to change their password on first login, by clicking on “Profile” and then “Modify Password”
  • Standard trip management tools on the interim webpage are available, including booking, scheduling, confirmation, cancellation, etc.
  • Self-service tools are available to update phone number, email address and address changes.
  • Some features are not currently available, such as Reminder and Vehicle Arrived calls, and email trip confirmations. We will advise as soon as these features are once again available

Updated September 22, 2025

Service Impacts

As of Friday, August 29, MTA has partnered with MV Transportation to provide customer service and scheduling support through an interim call system. Mobility/paratransit riders can now schedule, confirm, or adjust trips by calling the MTA mobility reservation number at 410-764-8181 from 8:00 a.m. - 5:00 p.m. Riders are also able to make reservations up to 7 days in advance. Mornings are usually the best time to call for reservations and have shorter hold times. The busiest times for the call center are from 2 – 5 p.m. 

Transit Insurance Group: The Transit Insurance Group is currently experiencing a temporary phone system outage.  Alternate phone numbers have been set up to ensure customers can continue to file and manage insurance claims. Please use the following temporary numbers until the regular phone lines are restored: 202-657-1820, 202-657-1656 or 202-657-1477.

Please see the guidance below for details on reservations.

How do I make a reservation?

Call the MTA Mobility Reservation number 410-764-8181; MD Relay users dial 7-1-1. Reservations are accepted by phone 8:00 a.m. - 5:00 p.m., 7 days a week. The Late Line is available 24 hours a day, 7 days a week.

During recovery, Mobility plans to extend next day reservations until 7:00 p.m. daily through Friday, September 5, 2025.

Who can make a reservation

Existing, certified Mobility riders can book rides. Riders whose certifications are due to expire will be extended 90 days for the agency to complete the recertification process.

Customers who have an application in process will be contacted by staff over the next several weeks to discuss next steps.

What information do I need to provide to the reservation agents/Will the call center have my records

Riders will need to provide your MTA Mobility ID number, origin and destination, PCA or other travelers, the type of mobility device used, and if you have a service animal.

Can I get same-day service? How far in advance can I make a reservation?

Reservations can be made for next day service and for up to two (2) days in the future.

*Callers will be limited to placing two (2) roundtrip reservations on each phone call through Friday, September 5, 2025.

MTA will be ramping up the call center over the coming days. Reservations are limited at this time due to the limited number of call takers.

The Call-a-Ride service is available for same-day rides. The program has limited wheelchair availability. Call-a-Ride information can be found at: https://www.mtacallaride.org

I can’t access on-line reservations

Mobility All Access (app and website) is not available at this time. MTA will be working to restore this access over the coming weeks.

No one called to confirm my ride

Unfortunately, at this time, we are not able to contact riders to confirm their ride in advance.

I couldn’t call to cancel my ride - will I be charged with a “no show”

MTA Mobility will not charge Mobility riders for “no shows” at this time.

Who do I call if my ride doesn’t show up?

Please call 410-764-8181 and ask for the Late Line. The Late Line is available 24 hours a day, 7 days a week.

I can’t access Customer Care?

You can reach representatives Monday through Friday, 8:30 am to 5:00 pm by calling 410.764.8181, option 8

I’m experiencing a long wait time/I can’t get through to the call center

MTA is working to quickly restore the call center. At this time, we have a limited number of agents available to take calls. MTA will be expanding the hours of the call center to 7pm each day to accommodate additional callers and limiting reservations to 2 round trips per rider for rides up to 2 days in the future. MTA is working to restore full functionality of the system as quickly as possible.

Hart to Heart

How do I book a ride - what information is needed for booking?

Eligible Mobility riders should call 443-573-2037.

Reservations can be made for the same day or in advance of a future date.

Riders will need to provide your MTA Mobility ID number, origin and destination, PCA or other travelers, the type of mobility device used, and whether you have a service animal.

How are return trips scheduled?

Return trips are best scheduled with a designated return time to get a timely pickup. This can be given at the time of scheduling.

Will they accept tickets from my booklet or cash?

There is no charge for trips made with Hart to Heart or affiliate companies.

What do Hart to Heart vehicles look like?

While riders are “booking” trips through Hart to Heart - the service may be made by Hart to Heart or other service provider. Hart to Heart will coordinate with other similar transportation services to accommodate as many trips as possible.

What if they don’t show up - who do I call?

For service questions or issues, please contact the Hart to Heart customer service center at 443-573-2037

Where’s my trip - how do I track my ride?

For ride tracking and ETA, please contact the Hart to Heart customer service center at 443-573-2037.

Who can travel with me - PCA or children?

Riders may be accompanied by one individual.

Steps to Take

The Maryland Transit Administration, Maryland Department of Information Technology, third-party cybersecurity experts, and law enforcement partners continue to investigate the cybersecurity incident that involved unauthorized access to certain Maryland Transit Administration systems. 

The investigation has, at this point, confirmed incident-related data loss. The Maryland Department of Information Technology is advising MTA system users and MDOT State employees to take the following actions to help mitigate possible impacts from the cybersecurity event:

  1. Recognize Phishing
    Phishing attempts can include deceptive emails, texts, or websites designed to trick users into revealing sensitive information such as passwords, financial details, or personal data. They often mimic legitimate organizations, like banks or government agencies. Phishing emails, texts, or websites may ask for personal information or prompt you to click on suspicious links. Be cautious. Do not input personal data or click suspicious links, and verify the sender's email address before taking any action.
     
  2. Update Passwords
    Use unique and complex passwords for all personal and work accounts to enhance online security. Password managers make it much easier to manage long, complex passwords for each of your accounts.
     
  3. Enable Multi-Factor Authentication
    Multi-factor authentication adds an extra layer of security by requiring multiple forms of verification to access an account. Enabling multi-factor authentication can greatly reduce the risk of unauthorized access to accounts. 
     
  4. Update Software on All Devices
    It is critically important to regularly update software to ensure that your devices are equipped with the latest security features and patches. This helps protect your devices from potential security threats and vulnerabilities.