How to Book MassHealth Transportation Through MART or GATRA: A Complete Guide for Patients and Families

How to get your PT-1 approved, schedule wheelchair or medical transportation, arrange recurring rides, and know what to do when your driver doesn't arrive.

If you have MassHealth and need a ride to a doctor's appointment, dialysis, physical therapy, counseling, or another covered medical service, you may qualify for non-emergency medical transportation.

But knowing you qualify and knowing how to actually get a ride are two different things.

One of the most common misunderstandings is that patients think they need to call a local transportation company directly to book their MassHealth ride.

That isn't how the regular PT-1 transportation process works.

You generally start with your healthcare provider, get your PT-1 approved, and then schedule through your assigned transportation broker: MART or GATRA.

Your broker arranges the transportation through its network of providers. You don't need to call individual transportation companies trying to find one that will accept your PT-1.

This guide explains the process in plain English, including what happens when your driver doesn't show up, your appointment runs late, or you need transportation several times a week.

If you're checking on an upcoming trip, our MassHealth ride verification checklist covers what to confirm before your appointment day.

1. What Are MART and GATRA?

MART and GATRA are Massachusetts regional transit authorities that also serve as transportation brokers for eligible MassHealth members.

MART stands for Montachusett Regional Transit Authority.

GATRA stands for Greater Attleboro Taunton Regional Transit Authority.

Through the Massachusetts Human Service Transportation (HST) program, these organizations coordinate eligible transportation to covered healthcare services.

MART generally handles Western Massachusetts, Central Massachusetts, Metro Boston, and Northeastern Massachusetts. GATRA generally handles Southeastern Massachusetts, Cape Cod, and the Islands. Your assigned broker depends on your residential community.

Massachusetts Government and GATRA's MassHealth PT-1 FAQ describe the HST brokerage and broker assignments in more detail.

The most important thing to understand is that MART and GATRA coordinate rides; contracted transportation companies perform the actual trips.

You may see a local transportation company's name on the vehicle that arrives at your home, but MART or GATRA is responsible for coordinating your PT-1 booking.

2. How to Book Your First MassHealth PT-1 Ride

The PT-1 booking process works like this:

• Ask your medical provider for a PT-1. Contact the doctor's office or healthcare provider you're visiting and explain that you need MassHealth transportation.
• Your provider submits the request. The healthcare provider submits the PT-1 electronically for the approved medical destination and transportation needs.
• Wait for approval. Approval may take up to three business days. You can check the status through MassHealth.
• Contact your assigned broker. Once approved, use MART or GATRA to schedule your ride by telephone, online, or through the QRyde Rider app.
• Confirm your trip details. Make sure the appointment address, pickup information, mobility needs, and return arrangements are correct.

This process follows Massachusetts' official MassHealth PT-1 booking instructions, which Massachusetts Government publishes for members.

Here's an example.

Your mother lives in Waltham and has an appointment with a specialist in Boston. She has MassHealth and needs wheelchair transportation.

Rather than calling wheelchair transportation companies to see who accepts MassHealth, she should ask the specialist's office or other appropriate MassHealth medical provider to submit the PT-1 request.

Once the request is approved, she can contact her assigned broker to arrange the actual trip.

An approved PT-1 authorizes transportation to the specified destination. It does not mean a vehicle will automatically appear for every appointment without scheduling.

That's why approval and booking are two separate steps.

3. How to Contact MART or GATRA

MART — MassHealth PT-1 Transportation

866-834-9991, Monday–Friday, 7 AM–7 PM

Official scheduling information is published by Mass.gov.

GATRA — MassHealth PT-1 Transportation

800-431-1713, Monday–Friday, 7 AM–6 PM

GATRA booking website accepts PT-1 trip bookings online.

MassHealth Customer Service

800-841-2900

Eligibility, PT-1 status, and member information.

Phone numbers and call-center hours are verified against Mass.gov.

MassHealth also allows eligible members to schedule rides online or through the QRyde Rider mobile app.

If you're unsure which broker serves your town, use the official MassHealth transportation website to find your broker.

4. How Far Ahead Should You Schedule?

MassHealth recommends booking at least three days before your appointment, whenever possible.

MART and GATRA will attempt to accommodate requests made with less notice, but availability isn't guaranteed. Mass.gov explains the NEMT program in detail.

If you attend appointments regularly, it helps to plan your transportation at the same time you schedule your medical visits.

For example, if your appointment is on Thursday, don't assume that calling Thursday morning will leave enough time to arrange the appropriate vehicle.

And if you need wheelchair transportation, the broker must also account for the type of accessible vehicle and assistance authorized for your trip.

Planning ahead gives everyone more time to coordinate.

5. What If You Need Wheelchair Transportation?

MassHealth PT-1 transportation can include eligible members who use wheelchairs, but the level of assistance matters.

A person who uses a manual wheelchair may have different transportation needs from someone using a power wheelchair.

A passenger who can independently reach the vehicle may have different requirements from someone who needs help navigating stairs or leaving their home.

MassHealth describes standard PT-1 transportation as curb-to-curb. Certain passengers who require more extensive assistance or specialized transportation may need a different authorization or arrangement. See Mass.gov's provider transportation information and how to request transportation for a member.

When speaking with your healthcare provider and transportation broker, explain the passenger's actual mobility needs.

Don't simply say, "I need a van," if the person uses a wheelchair.

Explain what kind of wheelchair they use and whether they need additional assistance.

For example:

"My father uses a power wheelchair and cannot transfer into a regular car."

That tells the transportation coordinator much more than simply asking for a ride.

What If the Patient Has Stairs at Home?

Stair assistance is not automatically included in a standard PT-1 ride.

If someone cannot independently reach the transportation vehicle because of stairs or another barrier, tell the healthcare provider before the transportation request is submitted.

Ask what transportation authorization or assistance arrangement is appropriate.

Do not assume a driver can carry someone down stairs or provide specialized stair-chair assistance without prior arrangements.

6. What If Your MART or GATRA Driver Doesn't Show Up?

This is one of the most important things patients should understand.

If your transportation provider fails to arrive for a scheduled pickup, contact MART or GATRA directly.

The broker is responsible for receiving complaints and coordinating transportation through its provider network.

Explain that your assigned vehicle has not arrived, confirm the scheduled pickup time, and ask what assistance is available.

You should also ask that the missed pickup be documented.

MassHealth's official guidance says members can submit complaints through the broker's telephone service or online portal. Members should receive acknowledgment of a complaint within 24 hours, according to Mass.gov.

If you no longer feel comfortable riding with the provider involved, you can request not to be assigned to that provider while the complaint is investigated.

This is different from having an unrestricted right to choose any transportation company. Broker assignments remain subject to program rules and provider availability.

Don't Assume You Have to Solve a No-Show Yourself

It's understandable to start calling transportation companies when you're worried about missing an appointment.

But if the ride was booked through MART or GATRA, the first step should be contacting your assigned broker.

The broker has the information about your authorized trip and the transportation provider assigned to it.

Keep the broker's phone number saved in your phone so you aren't searching for it when something goes wrong.

7. What Happens If Your Appointment Runs Late?

Imagine you have a doctor's appointment scheduled for 10 AM.

You expect to finish at 11:30.

But the doctor is running behind, additional testing is needed, and you don't finish until 2 PM.

Your original return arrangement may no longer fit your schedule.

What should you do?

Contact MART or GATRA and explain that your appointment ran late.

The broker can review your transportation arrangements and work on coordinating the return trip.

Depending on the situation, the originally assigned transportation company may be unavailable because its driver has other scheduled passengers.

The broker may need to explore another provider within its network. A replacement ride is not guaranteed to be immediate.

This is one of the reasons it's important to understand how your return transportation was booked.

Scheduled Return Versus Will Call

A scheduled return has an agreed pickup time.

A Will Call return means you contact the broker or follow the prescribed process when your appointment is finished.

MassHealth specifically warns that Will Call return waits may be 60 minutes or longer. It suggests that some members may prefer scheduling a later fixed return time rather than relying on Will Call, according to Mass.gov's PT-1 ride guidance.

Neither arrangement is perfect for every appointment.

If your appointment has a predictable end time, a scheduled return may be easier.

If the duration is genuinely unknown, ask the broker how Will Call works, who to contact when ready, and what to expect if your appointment finishes late.

The important thing is not to assume your driver is waiting outside throughout the appointment.

8. If You Go to Dialysis or Physical Therapy Every Week, Ask About a Standing Order

This is one of the most useful things to discuss with MART or GATRA if you attend medical appointments on a regular schedule.

Imagine that you receive dialysis every Monday, Wednesday, and Friday.

You need transportation to treatment and back home three times each week.

Having to arrange every trip individually can become exhausting, especially if you rely on wheelchair-accessible transportation.

Instead, ask your broker about a standing order, sometimes called recurring transportation.

A standing order is an arrangement for repeated trips that follow an established schedule, subject to the required authorization and broker procedures.

For example:

• Monday: Dialysis appointment at 9 AM
• Wednesday: Dialysis appointment at 9 AM
• Friday: Dialysis appointment at 9 AM

Rather than treating every appointment as a completely new transportation request, the broker can review whether recurring scheduling is appropriate.

Will the Same Transportation Company Pick You Up Every Time?

A standing order may help provide greater consistency, and the same transportation provider may be assigned repeatedly.

However, a standing order does not guarantee the same company or driver every time.

Assignments can change because of provider availability, scheduling, contracts, and other operational factors.

If consistency is important to you, tell your broker.

For example, a wheelchair passenger may feel more comfortable with a familiar transportation arrangement, particularly when traveling to treatment several times each week.

The broker can consider your concerns within its assignment procedures, although it cannot necessarily promise a particular company.

What If Your Recurring Appointment Changes?

Contact your broker when the appointment schedule changes.

Don't assume the transportation company will automatically know that your dialysis time has moved or your physical therapy appointment was canceled.

Keeping the broker informed helps avoid unnecessary pickups and scheduling confusion.

9. Can You Request a Particular Transportation Company?

This is another common question.

A MassHealth member may have a positive experience with one transportation provider and want that company assigned to every future appointment.

That preference is understandable.

However, MART and GATRA generally assign transportation providers based on program requirements, the passenger's needs, and available transportation capacity.

GATRA's official guidance states that members cannot freely select their own transportation vendors through the brokerage system.

GATRA's website publishes this guidance in its MassHealth PT-1 FAQ.

You can communicate preferences or concerns to your broker, but that is not the same as booking a specific company directly.

If a provider has repeatedly missed pickups or there has been another serious service concern, report the issue to your broker and ask about avoiding that provider for future assignments.

10. Can a Family Member or Caregiver Ride With You?

Sometimes a patient needs someone to accompany them.

An elderly parent may need a family member present.

A person with a disability may need assistance communicating or navigating an appointment.

Another patient may require an escort because of their specific circumstances.

MassHealth permits escorts in appropriate situations, but the escort requirement should be included on the PT-1 request.

Your medical provider should identify the need when submitting the authorization. See Mass.gov's PT-1 ride guidance.

Don't assume that because the transportation vehicle has an extra seat, an additional passenger can automatically ride.

Ask your provider and broker about the escort arrangements before the appointment.

Also, having an escort authorized doesn't necessarily mean the transportation company supplies a caregiver to remain with you during the medical visit.

If you need someone to accompany you inside the facility or stay throughout an appointment, clarify who will provide that assistance.

11. What If You Have Several Doctors at Different Locations?

Suppose you visit a primary care physician in Framingham, a specialist in Boston, and a physical therapy clinic in Newton.

You may need transportation authorization for each destination.

MassHealth explains that a separate PT-1 request is generally needed for each location or service. Mass.gov outlines the NEMT program.

Having transportation approved for one doctor's office doesn't automatically mean you're approved for every other healthcare location.

Before booking, confirm that the appropriate PT-1 authorization exists for the destination you're visiting.

This is especially important when your doctor refers you to a new specialist or changes office locations.

12. What If Your PT-1 Hasn't Been Approved Yet?

If your appointment is approaching and you haven't received confirmation that your PT-1 was approved, contact your medical provider or MassHealth Customer Service.

MassHealth states that PT-1 approval may take up to three business days.

For transportation needed before ordinary approval is completed, the medical provider may contact MassHealth to request verbal approval when appropriate.

Both Mass.gov and GATRA's PT-1 FAQ describe how approval timing works.

Don't assume a request has been approved simply because your doctor's office submitted it.

You can check your PT-1 status using the official MassHealth transportation resources.

13. What If You Have MassHealth but MART or GATRA Says You're Not Eligible?

Not every MassHealth member uses the same transportation arrangement.

Eligibility depends on the member's coverage and applicable transportation program.

For example, members enrolled in One Care, Senior Care Options (SCO), or PACE may need to coordinate transportation directly through their respective plans rather than the ordinary PT-1 process. Mass.gov explains the differences.

If you're unsure where to begin, call MassHealth Customer Service at 800-841-2900 and ask which transportation program applies to your coverage.

It's better to confirm the correct program than spend hours contacting the wrong transportation office.

14. What About Transportation Home From a Hospital or Rehabilitation Facility?

This is an area where families should be particularly careful about assuming every transportation request follows the same process.

Transportation from home to an approved outpatient medical appointment is not necessarily handled the same way as a hospital discharge, nursing facility transfer, or trip requiring specialized medical assistance.

MassHealth has separate procedures for certain transportation needs, including some wheelchair van trips involving institutional settings and non-emergency ambulance transportation. These may require a medical necessity form and a different arrangement. See Mass.gov's transportation request guide.

If your loved one is being discharged from a hospital or rehabilitation facility, ask the discharge coordinator or appropriate healthcare provider which transportation process applies.

A previously approved PT-1 for an outpatient appointment may not cover the discharge trip you're trying to arrange.

The same caution applies when someone requires assistance getting out of their home or into the vehicle beyond the scope of standard PT-1 transportation.

Clarifying the correct process early can prevent unnecessary delays.

15. Frequently Asked Questions About MART, GATRA, and MassHealth Rides

Can I call MART directly to get a PT-1 approved?

Your MassHealth medical provider generally submits the PT-1 request. Once approved, MART or GATRA coordinates the scheduled transportation.

Is MART the same as MassHealth?

No. MassHealth is the healthcare coverage program. MART is one of the transportation brokers coordinating eligible rides.

Is GATRA only for public bus transportation?

No. GATRA also operates as a Human Service Transportation broker for eligible MassHealth trips in its assigned region.

Can I schedule my MART ride online?

Yes. MassHealth provides online booking and mobile-app options for eligible members, as well as telephone scheduling.

Can I book transportation the same day?

You can ask your broker about an urgent or short-notice request. MassHealth recommends booking at least three days ahead whenever possible, and accommodation of shorter-notice requests is not guaranteed.

What happens if I miss my doctor's appointment because my ride didn't show up?

Contact your broker, report the missed pickup, and ask that the incident be documented. Also notify your healthcare provider about the missed appointment.

Can I change my transportation company?

You can report concerns and request not to ride with a provider involved in a complaint while it is being investigated. You generally cannot independently select any vendor within the brokerage network.

Can I use MART or GATRA for chemotherapy?

Eligible MassHealth members may receive transportation to covered treatment appointments with the required authorization. Confirm the treatment destination and scheduling arrangements with your broker.

Does MART provide wheelchair-accessible transportation?

MART coordinates eligible transportation through contracted providers, including appropriate accessible transportation when authorized and available.

Can I use PT-1 transportation to visit a family member or attend a social event?

PT-1 transportation is intended for eligible covered healthcare services, not general personal travel.

What if my return driver is late?

Contact the assigned broker to report the situation and ask for an update or assistance.

Can my daughter ride with me?

An escort may be permitted when appropriately authorized. Ask your medical provider to include the escort need on your PT-1.

Can I arrange a standing order for dialysis?

Ask MART or GATRA about recurring transportation for your approved treatment schedule. The broker can explain the requirements and available arrangements.

What if I move to another town?

Update your address with MassHealth and ask whether your PT-1 or assigned broker needs to change.

16. Keep These Transportation Numbers Somewhere Easy to Find

• MART — 866-834-9991 — booking, assigned providers, return rides, complaints
• GATRA — 800-431-1713 — booking, assigned providers, return rides, complaints
• MassHealth — 800-841-2900 — eligibility, PT-1 status, member information
• HST Office — 617-847-3427 — program information and transportation feedback

Contact information comes from the Massachusetts Human Service Transportation Office.

Save your assigned broker's number in your phone. If something goes wrong on the day of your appointment, you won't have to search for it.

17. A Final Word to Patients and Families

Medical transportation can feel complicated when you're using it for the first time.

You might be trying to get your mother to a specialist, arrange dialysis rides for yourself, or help a family member who has recently started using a wheelchair.

You shouldn't have to understand the entire Massachusetts transportation system just to get to an appointment.

Start with your healthcare provider.

• Ask about your PT-1.
• Confirm that it's approved.
• Contact MART or GATRA to arrange your transportation.

And if something goes wrong, remember that your broker is there to help coordinate the trip and address transportation concerns.

If you attend appointments regularly, ask about recurring transportation. If you need wheelchair assistance or an escort, make sure those needs are included in the appropriate authorization.

Most importantly, don't be afraid to ask questions.

Getting to healthcare appointments should not feel like a puzzle you're expected to solve on your own.

About This Guide

This article was prepared by FedNor Transportation, LLC, a Massachusetts non-emergency medical transportation provider, to help patients and families better understand the MassHealth transportation process.

It incorporates practical experience from transportation operations serving MART-coordinated trips and publicly available guidance from Massachusetts' Human Service Transportation Office.

FedNor provides private-pay transportation services, including wheelchair, stretcher, ambulatory, and stair-chair assistance. For private transportation inquiries, visit our ride request page.

For MassHealth PT-1 bookings, contact your assigned broker directly.