Resolving problems

Sometimes things can go wrong with even the best-planned trip. If a problem arises or you have a concern related to your trip, let the transportation service provider know. Often, a discussion is all that's required to fix the problem or address the concern.

Keep your receipts and documents, and a record of who you talked with and when. It's a good idea to write a description of what happened as soon as you can, while the details are still fresh in your mind.

If you have tried to discuss your concern with the transportation service provider and aren't satisfied with the result, you can contact the CTA. You can also contact us as a first step to resolving your concern if that is your preference. Our staff can facilitate a conversation with the transportation service provider, which can lead to addressing the concern.

In the event that an informal discussion doesn't produce results, mediation may work. If you and the transportation service provider agree, you can have a CTA mediator who will work with you and the transportation service provider to produce a solution that both sides can accept.

If these processes don't work, then you can ask the CTA to formally investigate your complaint. To start the process, you will need to file a statement and, if available, supporting evidence. The transportation service provider will also be given an opportunity to file a statement and evidence. You will then be given a final opportunity to reply to the transportation service provider's statement and evidence. The CTA will make a binding decision. It can include corrective measures, a refund of the expenses that you incurred because of the problem, or compensation for pain, suffering, or willful or reckless practice.

For more information on how the CTA resolves accessible transportation complaints, see the CTA's Accessible Transportation Complaints: A Guide.