Applying for PAL

Eligibility & How to Apply

PAL is for individuals whose disabilities prevent them from using NFTA-Metro fixed-route bus or rail for some or all trips. Eligibility is based on functional ability, not simply having a disability diagnosis.

Who's Eligible?

There is no disability or medical condition that provides automatic eligibility for PAL. Eligibility for both new and recertifying applicants is based on information provided during the eligibility process.

A person may qualify for PAL if, because of a temporary or permanent disability, they cannot:

• Get to or from a bus stop or rail station
• Board, ride, or exit an accessible bus or train
• Use fixed-route service in some situations or under certain conditions

PAL eligibility may be:

• Unconditional – fixed-route service cannot be used for any trips
• Conditional – fixed-route service can be used in some situations, but not others
• Temporary – fixed-route service cannot be used for a limited period of time

How to Apply or Reapply

Step 1: Get an Application

A PAL application is available:

• Online for download
• By mail. Call PAL Customer Service at (716) 855-7268 (TTY: 711 Relay) to request.
• In person, at the NFTA Customer Information Center, 181 Ellicott Street, Buffalo, NY 14203 (Monday – Friday, 7:00 AM – 5:00 PM).

Step 1: Complete the Application

Complete all sections of the application. Missing information can delay review.

Step 3: Submit the Application

Submit the completed application by:

• Mailing it to NFTA-PAL, 181 Ellicott Street, Buffalo, NY 14203, or
• Dropping it off at the Customer Information Center.

Step 4: Wait for a Decision

PAL will review the completed application and send a written decision.

If an eligibility decision is not made within 21 days after PAL receives a fully completed application, PAL service can be used until a final decision is made.

Reapplying for PAL

PAL eligibility is valid for up to three years. Riders who still need the service must reapply.

Approximately four months before your eligibility ends, PAL will mail you an application. To avoid a lapse in service, return the completed application at least 30 days before eligibility expires. Complete all questions fully, as this helps PAL decide if you are still eligible.

Download Application

Questions? Call (716) 855-7268, Relay: 711, or email: PALfeedback@nfta.com.

If You Disagree With a Decision

If eligibility is denied, or if there is disagreement with the eligibility category, an appeal may be filed. PAL will provide appeal instructions with the eligibility decision letter.

Need Help with the Application?

For questions about eligibility or to request the application in another format, contact Customer Service:

Customer Service
(716) 855-7268
TTY/Relay: 711
Email: PALfeedback@nfta.com

Visitor Eligibility

Visitors to the Buffalo/Niagara area who cannot use Metro fixed-route bus or rail because of a disability may be able to use PAL during their visit.

ADA rules allow eligible visitors to use paratransit while visiting the area. This includes visitors who already have ADA paratransit approval from their home transit agency and, in some cases, visitors who can show that a disability prevents use of fixed-route service.

We recommend contacting PAL Customer Service before arrival to start the process.

Who Can Use Visitor Status

A visitor may qualify for visitor status if:

• They are ADA paratransit-eligible in their home community and provide documentation such as an ADA eligibility letter or paratransit ID card, or
• Their disability is apparent (e.g. wheelchair use) and proof of home address outside the area is provided, or
• Proof of home address and documentation of disability or health condition is provided.

We recommend contacting PAL Customer Service before arrival to start the process.

What Information is Needed?

• Full name and date of birth
• Mailing address and phone number
• ADA eligibility documentation, if available
• Mobility aid used such as wheelchair, scooter, service animal
• Whether travel will include a Personal Care Attendant (PCA)

What Information is Needed?

Visitor eligibility may be requested by:

• Emailing information to: PAL@nfta.com
• Faxing information to: (716) 855-6694
• Visiting in person at: 181 Ellicott Street, Buffalo, Monday to Friday 8:00 AM to 4:00 PM

Questions? Call (716) 855-7268, 711 Relay, or email PALfeedback@nfta.com.

How Long Can a Visitor Use PAL?

Eligible visitors may use PAL for up to 21 days within a 12-month period. If more service is needed, a local PAL application must be completed.