Under U.S. Department of Transportation Americans with Disabilities Act regulations, a public entity operating a fixed route system must provide paratransit or other special service to individuals with disabilities that is comparable to the level of service provided to individuals without disabilities who use the fixed route system. Paratransit service is by nature a shared-ride service. The standard of service is not intended to reflect that of a taxi service, which typically transports passengers directly to their destination. A paratransit trip should be comparable in length to an identical trip on the fixed route system, including the time necessary for traveling to the bus stop, waiting for the bus, riding the bus, transferring, and traveling from the final stop to the person’s ultimate destination.
Paratransit passengers who believe they have experienced excessively long travel times on a trip using Pace paratransit may report their experience to Pace by calling 1-800-606-1282 and selecting Option 2 or by completing the ADA Paratransit Travel Time Inquiry below and clicking Submit. Within approximately five business days after receiving a paratransit passenger’s ADA Paratransit Travel Time Inquiry, Pace will send its response to the paratransit passenger’s email address on file with the RTA or, in the absence of such email address, to the paratransit passenger’s address on file with the RTA.