MTA express bus service is failing riders with disabilities, leaving them without reliable, safe, or timely transportation, according to a new report from New York City Comptroller Brad Lander.
The report, based on surveys of express bus riders and field observations by auditors and New Yorkers with disabilities, revealed that wheelchair users frequently face issues with non-functioning lifts, untrained drivers, and inappropriate behavior from both operators and passengers, according to a press release.
“All New Yorkers deserve accessible, equitable and timely service,” Lander said. “MTA express bus service is often the only public transit option for outer borough communities, yet our report found it is not a viable option for many wheelchair users. The MTA must provide drivers with adequate training, equipment, oversight, and proper staffing to deliver reliable and equitable service to all.”
Unlike local and Select Bus Service vehicles that use accessible front-door ramps, MTA express buses require external wheelchair lifts. The report found that since 2018, the MTA has piloted just one ramp-equipped express bus design. Many wheelchair users reported frequent challenges with these lifts.
Among 458 surveyed express bus riders, 34.5% reported that buses failed to operate according to schedule during weekday rush hours, and 28.4% said the same outside of rush hours. Additionally, nearly 70% experienced service cancellations, with 7.6% of those impacted waiting over an hour for the next bus.
From January to September 2024, the MTA canceled 16,516 express bus trips most due to driver shortages (77.5%) and mechanical failures (17.9%).
Field observations by auditors found that nearly 1-in-4 wheelchair users could not board express buses due to lift issues or drivers not stopping at designated stops. On Staten Island, the situation was worse, with 50% of wheelchair users unable to board.
The report recommended that the MTA conduct refresher training on ADA requirements, improve communication tools, expand ramp-equipped buses, and address driver shortages to reduce service cancellations.
State Senator Nathalia Fernandez responded to the report, saying,
“This audit confirms what disabled bus riders have known for far too long—New York City’s express bus system is failing them. No one should be left stranded at a stop because a driver won’t engage a wheelchair lift or because a bus never arrives," said Fernandez.
"Reliable, accessible, and respectful transit is necessary to ensure that every rider, regardless of ability, can move through our city with dignity. The MTA must take immediate action to address these failures and ensure that all riders receive the safe and dependable service they deserve."
