Pace ADA Paratransit Service Guide
For Riders in the City of Chicago:
Customer Guide - Chicago
Guide for New Riders - Chicago
Frequently Asked Questions - Chicago
For Riders in the Suburbs:
Customer Guide - Suburbs
Guide for New Riders - Suburbs
Frequently Asked Questions - Suburbs
For all ADA Paratransit Riders:
Chart highlights the differences between what Pace's paratransit
driver can do, compared to what your Personal Care Attendant (PCA)
video helps explain the roles and responsibilities of the Pace
If you need any of these documents in an
alternative format not already provided, please
contact Pace Customer
Pace Will Not Strand Paratransit Riders
Pace will never leave you stranded away from your home if you
were scheduled for a paratransit ride that day. If you miss a trip,
you have several options available to you:
- Call the 24/7 ADA Paratransit Assistance Reservation Line
at 1-800-606-1282, Option #3 (or TTY: 1-708-339-4062) and reserve
a new ride. Pace's goal is to pick you up within 2 hours of
receiving the call if the missed trip is the result of a medical
- Call or hail a taxicab and pay with a
Taxi Access Program (TAP) card (Chicago only).
- Ride a fixed route bus or train, which is cheaper than paratransit
and allows you to be on your way quickly.
Helpful Hints for Scheduling Trips
- If you have an appointment, be sure that the reservations
agent knows of your appointment time so that they can schedule
your trip appropriately. When advising your appointment time,
be sure to allow yourself enough time to get from the vehicle
to the actual appointment. Example: If you have to be at work
or have a medical appointment at 9:00 a.m., but will need fifteen
(15) minutes to get to your desk or to sign in, tell customer
service that your appointment is at 8:45 a.m.
- Doctor's appointments are always late! When making return
reservations, please schedule the return trip to leave yourself
plenty of time to meet the vehicle on time.
- Customers who would like to cancel a trip must contact their
carrier directly at least two (2) hours before the scheduled
pick-up time to avoid the trip being classified as a late-cancelled
- Same-day trip changes will only be permitted if two (2)
hours' notice is provided and the carrier's schedule can accommodate
the desired change.
- A pick up scheduled for noon is considered "on-time" if
Pace's vehicle arrives by 12:20 p.m. so please plan accordingly.
For a full copy of the policy, to find out if you qualify for
free rides on fixed route buses, or for information about Pace's
TAP program (Chicago only), call 1-847-364-7223, Option 3.
Save Our Contact Information
Pace Customer Service: 1-847-364-7223 (Option 3)
24/7 ADA Paratransit Assistance Reservation Line: 1-800-606-1282,
Option #3 (or TTY: 1-708-339-4062)
RTA Trip Planning 1-312-836-7000