Comments Policy

Why and When Should I File a Comment With CDTA?

You should file a complaint with CDTA after experiencing any on-street or customer service problem (For Example)

• The bus does not come on time - too early or more than five minutes late
• Incorrect fare is charged
• The bus operator was not professional or courteous
• Difficulties with a reservation or trip time (STAR, FLEX or Access)
• Difficulties with/at a CDTA Facility
• Any other issue you feel is warranted
• For ADA comments please click on link: https://www.cdta.org/forms/ada-form

Comments are taken seriously, and our staff are devoted to the investigation and resolution of your concerns by contacting customers within 10 business days or less. That is our pledge to you.

How Do I File a Comment With CDTA?

Complaints can be filed in one of three ways:

1. Call 

   CDTA’s Customer Service Center
   Monday – Friday, 6:00AM to 7:00PM
   Saturday, 8:00AM to 6:00PM
   Sunday/Holidays, 8:00AM to 5:00PM

   (518) 482-8822

2. Write 

   CDTA Customer Service Center
   Attn: Bus Development Department
   85 Watervliet Avenue
   Albany, NY 12206

3. Web

   CDTA.org Comment Form

What Information Should I Include in My Comment?

Your complaint (comment) should be filed as soon as possible after your experience and should include as much information as possible.
Please try to include things like:

• Your name and contact information (address/telephone/e-mail)
• The date, time, and location of the event you are complaining about; (Route Name, Route Number, Bus Number, Bus Driver Id Number or Name or Name, Direction of Travel)
• A summary of the problem and the issues it caused for you
• Your preference on how you want to be responded to (i.e. telephone call, email, written or other).

What Happens Once My Comment Is Filed? 

• Your comment is entered into our system and will be routed to the appropriate personnel for review, follow-up, and action (if required).