MATAplus Rider’s Guide

Review of the MATAplus Rider’s Guide

By Allison Donald
It is time for an in-depth look at the MATAplus rider’s guide and its effectiveness.  If you are a person with a disability in Memphis and you choose to apply for MATAplus, the Rider’s Guide is an important source of information to learn how to use the service.  It is imperative that the Rider’s Guide be a useful tool for new riders as well as all users of the paratransit system.

We all need to understand how the system works.  First, by reading the Rider’s Guide thoroughly we can learn how the paratransit system is supposed to meet our needs, and the procedures we are to follow.  Second, the Rider’s Guide equips us with the knowledge to hold the administration of MATAplus accountable when instances of inconsistent service occur.  

The MATAplus Rider’s Guide is nineteen pages condensed down to inform riders on how to use the service.  There are some positive takeaways from the MATAplus Rider’s Guide.  The Guide is available in alternate formats if needed upon request by calling the MATAplus eligibility center at 901-722-7193 or you can visit the website at mpluscertification@matatransit.com.  

Also, MATA does offer assistance to individuals who may have difficulty understanding the rider’s guide. The guide also explains what is needed to make a reservation as well as the different types of reservations.

Even though the rider’s guide has some good points there are still some problems which makes it fall short of being a complete and useful document for riders like myself.  The categories that are used to determine eligibility are too vague.  

The reservation process was laid out very simply.  I would be helpful if the Rider’s Guide had a more complete description of a “trip refusal” and a “trip denial.” It would be helpful for MATAplus riders to know how they may respond to a trip refusal or denial.  

The Rider’s Guide also needs to be more specific to what a “will call trip” is and how it could be used. Those are just some of the problems with the MATAplus Rider’s Guide that may make it difficult to understand.

If I had to give the MATAplus Rider’s Guide a grade it would have to be an INCOMPLETE.  It is clear that the Rider’s Guide is packed with basic information, but it also leaves out updates and service changes. 

If you truly want to be fully informed on everything going on with MATAplus my advice would be to go to the MATAplus website and visit www.matatransit.com/services/mataplus. There you can find the most up to date information on the changes happening with the paratransit service that will affect you as a rider, because the MATAplus Rider’s Guide alone won’t cut it.