The Americans with Disabilities Act guidelines state that your paratransit ride must be comparable to fixed route bus service.
ADA Paratransit improvements include new vehicles
Among other things, this means that the time it takes to reach your destination must be reasonably similar to what it would take to use fixed route bus service to reach
your destination, including transfers and the time it takes to travel to and from bus stops.
Pace’s new computerized dispatch system makes it possible to group trips in order to improve efficiency. You may notice that you’re traveling with other riders more often
than in the past.
We strive to complete your trip in less time than the same trip would take on fixed route service. However, when more trips are grouped, travel times may increase.
Pace Continues to Improve Service
We are monitoring the amount of time that trips take. If you think your trip was excessively long, you can use the form below to report the problem or call us at 1-800-606-1282,
option 2. We will investigate and take corrective action if needed.
The service structure implemented in March is still new and we are constantly making updates and improvements. By improving efficiency, we can reduce the cost to operate
the system.
Some of the improvements already made include:
newer Paratransit vehicles
upgraded telephone reservation system
better on time performance
We have more phone lines and personnel, which means it’s easier for you to reach a call taker. Also, you can book trips up to 8:00 p.m. for next day service.
On-time performance is significantly better than it was under the old system - we are often at or above 90% citywide and are constantly looking for ways to raise that even
higher. Our new computer system allows us to see where problems exist as they’re happening so that we can correct them right away; this was not possible in the past.
Thank you for riding Pace!
Passenger Ride Time Report
If you believe your trip was excessively long, please let us know by filling in the "Passenger Ride Time Report Form" below. We promise to investigate and take corrective
action.
For other complaints, please call Pace Passenger Services at 1-800-606-1282, option 2.
Passenger Ride Time Report Form
To investigate, you must provide all of the following data:
