How PAL Service Works

Service Hours and Locations

On December 7, 2025, NFTA-Metro launched a pilot program which provides extended and more consistent PAL service hours. PAL trips are available in the core service area whenever a Metro bus or rail is in service. Express corridors also operate during a standardized span of service hours.

Learn More

Reasonable Modification Request

If a PAL policy makes using the service difficult due to your disability, you can request a reasonable modification:

• Contact PAL Customer Service by phone or in writing
• Make requests in advance whenever possible
• Each request is considered individually
• Modification requests must not compromise safety or fundamentally alter PAL operations

Book, Change, or Cancel a Trip

PAL trips must be reserved in advance. Reservations are accepted 1 to 14 days before travel and must be made by 4:00 PM the day before the trip. Same-day reservations are not available.

Ways to Book a Trip

With a Reservationist

Call PAL Reservations seven days a week, 8:00 AM to 8:00 PM

Phone: (716) 855-7239

Relay: 711

Online

Use PAL Direct to schedule, confirm, cancel, and review trips online, 24 hours a day.

PALdirect.nfta.com

By Automated Phone

Use the PAL Direct phone system 24 hours a day.

Phone: (716) 855-7239

How to Book a Trip

Step 1: Have Your Information Ready

Please have:

• Customer ID number
• Date of travel
• Pickup address
• Drop-off address
• Appointment time or requested pickup time
• Return trip information, if needed
• Whether a PCA or companion is traveling
• Mobility aid information

Step 2: Review Your Trip Details

Before ending the call or confirming online, make sure the time, addresses, and rider details are correct.

Pickup Window

PAL uses a 30-minute pickup window. For example, the vehicle may arrive anytime between 9:00 AM and 9:30 AM

Be ready at the start of the pickup window. The Operator will wait 5 minutes, then continue on to stay on schedule.

Negotiated Pickup Times

When needed, PAL may offer a trip time up to one hour earlier or one hour later than the time requested.

Need to Change a Trip?

To change the time or address of a trip, contact Reservations before 4:00 PM the day before travel. PAL Direct self-service does not process trip changes; trips must be cancelled and rebooked.

Need to Cancel a Trip?

Cancel as soon as the ride is no longer needed.

To avoid a penalty, cancel at least 2 hours before the pickup window.

Trips may be cancelled:

• Online through PAL Direct
• Through the PAL Direct phone system
• With a reservationist

Avoid No-Shows and Late Cancellations

A no-show happens when the vehicle arrives during the pickup window, waits at least five minutes, and the rider does not board.

A late cancellation happens when a trip is cancelled within two hours of the pickup window.

Repeated no-shows or late cancellations may lead to penalties or suspension of service.

Read the No-Show and Late Cancellation Policy

What to Expect on Your Trip

Learn about what to do before the ride, when the vehicle arrives, and what help Bus Operators can provide.

Before Your Vehicle Arrives

• Be ready at the start of the 30-minute pickup window
• Wait in a safe place where the vehicle can be seen or heard
• Have your fare and PAL ID ready
• Bring only the items that can be carried on and off the vehicle at one time

When the Vehicle Arrives

Your PAL vehicle may be a van or small bus with PAL markings. The Operator will be in uniform and may ask for your name and PAL ID.

Sometimes the vehicle may arrive before your pickup window begins. Your boarding time does not begin until the pickup window starts, though you may board early if you are ready.

How Long Will the Trip Take?

PAL is a shared-ride service so trips are not always direct. Travel time may be comparable to a similar trip on Metro bus or rail, including time to travel to the stop, wait time, transfers, ride time, and time from the stop to the destination. Travel time on PAL depends on:

• Distance
• Traffic
• Weather
• Other pickups and drop-offs

If Your Vehicle is Late

If the vehicle has not arrived by the end of the pickup window, call (716) 855-7239, Option #2.

Someone is always available to help with late vehicle calls.

Operator Assistance

PAL provides origin-to-destination service. Operators can assist riders to and from the vehicle, up to the exterior door of the building, when it is safe to do so and the vehicle remains in sight.

Operators can:

• Provide a steadying arm
• Guide a rider who requests assistance
• Push a manual wheelchair when safe
• Deploy the lift or ramp
• Help secure a seatbelt
• Secure a wheelchair on the vehicle

Operators cannot:

• Enter a home or building
• Help a rider get ready for a trip
• Check a rider in at an appointment
• Carry groceries or personal items
• Operate a power wheelchair or scooter
• Lift or transfer a rider

Traveling With a Wheelchair or Mobility Aid

Mobility devices must fit safely on the vehicle and be secured during transport. PAL can transport wheelchairs and powered mobility devices up to 32 inches wide, 40 inches long, and less than 800 pounds when occupied.

If traveling with a wheelchair or scooter:

• Make sure PAL has your current device’s dimensions
• Keep the device in safe working condition
• Be ready for securement before the vehicle moves

Traveling With a PCA, Companion, or Service Animal

A rider may travel with:

• One Personal Care Attendant (PCA) at no charge; prior notification is required
• One companion, and sometimes more if space is available
• A service animal

If You Miss Your Trip

If a trip from home is missed, PAL is generally unable to send another vehicle right away.

If PAL provided the trip to a location and the return ride is missed, call PAL as soon as possible. PAL will work to arrange a return trip so the rider is not left stranded.