Frequently Asked
Questions

You can book in two ways: call us at (857) 777-9000 or fill out our online quote form. Both take less than 5 minutes. When you contact us, have ready: your pickup address, destination, appointment date and time, your mobility needs (do you use a wheelchair, walker, or cane?), and whether you need a companion to ride along. We respond same day to all requests.

For most local trips, we recommend booking at least 24 hours in advance. For long distance trips (50+ miles or out of state), we recommend 48–72 hours so we can plan the route, confirm accessible entrances, and coordinate any wait or return logistics. For urgent situations, call us directly at (857) 777-9000 and we will do our best to accommodate you.

Yes — we specialize in recurring schedules for dialysis (typically 2–3x weekly), chemotherapy, radiation therapy, physical therapy, and any other ongoing treatment or recurring appointment. You book once, we handle every session. We assign the same driver whenever possible so your family member builds familiarity and comfort with the person transporting them. Call (857) 777-9000 to set up your schedule.

That is exactly what we plan for. Your driver waits at or near your appointment — with no time limit — and brings you home when you are ready. Medical appointments run long all the time. You will never be stranded or rushed out of your appointment because your driver is waiting. Driver wait time is included in your quoted price.

We understand that medical appointments change. We ask that you notify us of any cancellation as early as possible — ideally at least 2–4 hours before your scheduled pickup time. For recurring schedule cancellations, please let us know by the evening before. Call (857) 777-9000 to cancel or reschedule any booking.

All prices include driver wait time. Call (857) 777-9000 or request a free quote online for your exact fare.

Yes — driver wait time is always included in your quoted price at no extra charge. There is no meter running while your driver waits. For very extended outings (such as a full-day social event), extended wait time is agreed upfront and included in your quote — so you always know your full cost before you commit.

No — the price we quote is the price you pay. We do not have surge pricing, weekend rates, holiday surcharges, or hidden add-ons. There is no extra charge for lift operation, tie-down securement, driver assistance, or waiting. Transparent pricing is a core part of how we operate.

We accept cash, credit cards, and debit cards. No upfront payment is required to book — you pay after your trip. For recurring schedules, we discuss the most convenient payment arrangement with you when setting up the standing booking.

We are a private-pay provider and do not bill Medicaid, MassHealth, or insurance directly. Some private insurance plans include a transportation benefit that may reimburse you — check with your insurer. For patients who need Medicaid-covered NEMT, the Massachusetts MassHealth program coordinates transport through contracted brokers — contact MassHealth directly for those services. We accept cash, credit, and debit cards.

Yes — all our wheelchair accessible vehicles are ADA-compliant and equipped with hydraulic power lifts or fold-out ramps, certified four-point tie-down systems (FMVSS 222 standard), lap and shoulder restraints, minimum 56" interior height, adequate floor width, and full climate control. We never substitute a standard sedan or SUV for a wheelchair booking. Our vehicles are regularly inspected and maintained.

Yes — our vans accommodate standard manual wheelchairs, power wheelchairs, and 3-wheel and 4-wheel motorized scooters. When booking, please let us know the make, model, and approximate weight of your mobility device so we can confirm our lift capacity is appropriate and the right vehicle is assigned.

A wheelchair van is a purpose-built accessible vehicle with a hydraulic lift, certified tie-downs, and space for a passenger to remain in their wheelchair throughout the trip. It is required for anyone who uses a wheelchair, power chair, or scooter and cannot transfer to a standard seat. Ambulatory transport uses a standard accessible vehicle for patients who walk — even slowly, with a cane or walker. Ambulatory transport is less expensive ($35–$70 vs $55–$95) because it uses a standard vehicle. Not sure which you need? Call us and we will help.

Never. If you book a wheelchair van, you receive a wheelchair van — always. We never substitute a standard car, SUV, or non-accessible vehicle for a wheelchair booking under any circumstances. This is one of our most important commitments and one of the most common complaints patients have about other NEMT providers.

Door-to-door means your driver comes to your front door — not the building entrance or the curb. They assist you from inside your home to the vehicle, drive you to your destination, escort you from the vehicle to your appointment entrance, confirm you are checked in, wait for your appointment to finish, return you to the vehicle, and assist you back inside your home when you arrive. Every step of the journey is covered.

Yes — one companion, family member, or caregiver rides free on every trip at no extra charge. If you need additional companions, let us know when booking and we will confirm based on vehicle capacity.

Yes — all Comfort Life drivers are background-checked, professionally trained in passenger assistance, and licensed in accordance with Massachusetts regulations. We take the trust you place in us seriously — your family member is in the care of a professional who has been vetted for this role.

Our drivers are trained to assist passengers with canes, walkers, rollators, and other mobility aids. They will help fold and stow your device, support you as you step in and out of the vehicle, and take as much time as needed. No rushing, no impatience — your safety and comfort are the only priority.

Yes — Comfort Life Transportation is fully licensed and insured in Massachusetts. All vehicles are properly registered and insured for passenger transport. Drivers are licensed in accordance with Massachusetts regulations for non-emergency medical transportation.

We serve 50+ cities across Massachusetts from our base in Lexington, MA. Our primary service area is Greater Boston, MetroWest, the North Shore, and the South Shore. Common pickup cities include Boston, Cambridge, Lexington, Newton, Wellesley, Waltham, Needham, Natick, Framingham, Brookline, Quincy, Arlington, Belmont, Burlington, Woburn, Concord, Somerville, Medford, Dedham, Norwood, Westwood, Salem, Peabody, Lynn, Braintree, Milton, and many more. View our full service area list.

Yes — we provide long distance medical transport to neighboring states including Rhode Island, New Hampshire, Connecticut, Maine, Vermont, and New York. Common out-of-state destinations include Providence RI, Manchester NH, Hartford CT, New Haven CT, Portland ME, and New York City. Long distance trips are priced by route — see our long distance transport page for details.

We are based in Lexington, Massachusetts — centrally located in Middlesex County approximately 11 miles northwest of Boston. Our location puts us within 15–30 minutes of most of our Greater Boston service area, meaning faster response times and more reliable on-time pickups across the region.

We transport patients to any non-emergency medical appointment including: dialysis (2–3x weekly), chemotherapy, radiation therapy, physical and occupational therapy, primary care and specialist visits (cardiology, oncology, neurology, orthopedics, rheumatology), MRI and imaging, blood draws and lab work, colonoscopy and endoscopy, pre-operative and post-operative visits, dental and oral surgery, eye care, mental health appointments, Veterans Affairs (VA) visits, clinical trial visits, and hospital discharge transport. If your appointment type is not listed, call us — we almost certainly serve it.

If you or someone else is experiencing a medical emergency — chest pain, difficulty breathing, loss of consciousness, stroke symptoms, severe injury — call 911 immediately. Ambulances are for life-threatening emergencies and are staffed by paramedics who provide medical care en route. Non-emergency medical transportation (NEMT) is for scheduled, non-life-threatening trips — appointments, treatments, and transfers where the patient is medically stable. NEMT is far less expensive and appropriate for the vast majority of medical transport needs.

Yes — we regularly transport patients with ALS, multiple sclerosis (MS), spinal cord injuries, cerebral palsy, Parkinson's disease, muscular dystrophy, post-stroke mobility loss, and other conditions that require accessible transportation. Our ADA-compliant wheelchair vans are equipped to handle these situations. When booking, please share relevant information about the patient's condition and mobility device so we can assign the right vehicle and prepare the driver.

Yes — we regularly coordinate pickups from nursing homes, assisted living communities, memory care centers, skilled nursing facilities, and independent living communities. We coordinate with facility staff in advance for smooth, stress-free pickups that respect your family member's care schedule and the facility's protocols.

That is exactly what we plan for. Our drivers build extra time into all senior pickups and are never rushed or impatient. Getting an elderly person ready, assisted to the vehicle, and comfortably settled takes longer than a standard pickup — and we treat that time with complete respect. If your parent typically needs more time, let us know when booking and we will adjust the pickup window.

Yes — we regularly transport patients with dementia, Alzheimer's, and other cognitive conditions. Our drivers are calm, patient, and consistent — qualities that are especially important for passengers with memory conditions. We work with family members and facility staff to understand your loved one's specific needs. For patients with significant cognitive impairment, we recommend a family member or caregiver accompany them for the first few trips.

Yes — we provide transportation for social outings and everyday errands including family gatherings and celebrations, restaurant dinners, religious services (church, synagogue, mosque), grocery and pharmacy trips, senior center and club activities, concerts and cultural events, visiting friends or family at home, and airport transport. Our service is not limited to medical appointments. See our Social Outings & Events page for full details.

Yes — we offer standing weekly schedules for recurring social outings including Sunday morning church transport, weekly senior center visits, regular grocery trips, and any other recurring destination. Same driver whenever possible, same time every week, no re-booking needed. Call (857) 777-9000 to set up a recurring schedule.

Yes — absolutely. We provide accessible wheelchair van transport to any celebration or event. Your father rides in our ADA van, the driver operates the lift, escorts him to the venue entrance, waits during the event, and returns him safely home afterward. One companion also rides free — so you or another family member can travel with him. Call us to arrange the pickup details.