Extended Wait Times for Dial-A-Ride Callers

To our Dial-A-Ride customers, we are sorry for the extended wait time on phone lines this week. Here’s what is happening, and what we’re doing to improve service.

The Change

Ben Franklin Transit (BFT) is updating our Dial-A-Ride booking system with new technology. That means that all 5,000-6,000 Dial-A-Ride users have to call to have their accounts activated in the new system.

The new system started on Sunday, September 13. Our Reservationists have been working constantly to activate user accounts and continue booking regular Dial-A-Ride trips, but we’re getting more calls than we can answer. That means some callers may wait on hold for a long time, or the call may drop before someone has a chance to pick up.

The Solution

We are bringing in more staff from different BFT departments to help manage the Dial-A-Ride calls. While they might not be able to answer all of your questions, this will help make sure you can get through to an actual person when you call Dial-A-Ride. 

How to Help

Please do not use multiple phones to call at the same time. That will overwhelm our system and slow everything down. Instead, if your call does drop, please call back. Please be patient with Reservationists and Customer Service Representatives when they pick up the phone – they are working as quickly as possible to provide prompt and helpful service!

If you have a standing or recurring trip already scheduled, you do not need to call to confirm it. All trips that are already scheduled will be completed as usual. confirm it. All trips that are already scheduled will be completed as usual.

With the new system, you will get an automatic call confirming your scheduled trip at 12:30p.m. the day before your trip.

You will also receive another phone call 15 minutes before your trip to let you know your driver is on the way.

Please listen carefully to these phone messages and make sure that you do not accidentally cancel your trip.