PAL Direct Information

PAL Direct


Click here to access PAL Direct




PAL Direct is our automated paratransit reservation system that gives customers twenty-four hour access to PAL information and scheduling services. PAL customers can schedule, confirm, cancel and review trip history, submit feedback and update account information, at any time. No need to wait to speak with Customer Service or an ADA Controller.

PAL Direct offers

  • access from a touch-tone phone, smart phone, tablet and/or computer
  • voice, text message and/or email reminders for PAL rides
  • important PAL service alerts

PAL Direct
Online Access

To access PAL Direct and schedule a ride, you must first apply and be certified as eligible for NFT-Metro’s Paratransit Access Line (PAL). Current PAL customers can log in using their Customer ID number and password. Your customer ID number is located on your PAL photo identification card.

  • Customer ID Number
  • Password – (Date of Birth)
    If your date of birth is Jan 3, 1950 Example:010350 (MM/DD/YY)

Scheduling a Trip

Login using your customer ID number and date of birth (MM/DD/YY) as your password.

  • Select your pick-up location
  • Select your drop-off location
  • Select the date you wish to travel
  • Request a pick-up or drop-off time
  • If traveling with someone, add a PCA or companion
  • Click the request the ride button
  • Click Book the trip

PAL Direct
Automated Telephone System

PAL Direct telephone system provides quick and convenient self-service access. Like the online system, the telephone system allows customers to schedule, confirm and cancel rides at any time. To access the automated phone reservation system, call 716-855-7239, listen to the prompts, they will guide you through each step.

Telephone Main Menu

Option Touch-Tone
Book, Confirm, Cancel 1
Vehicle is Late 2
Policies & Procedures 3
Rider Alerts/ Notifications 4


Telephone Scheduling Menu

Option Touch-Tone
Confirm Trip 1
Cancel Trip 2
Book a Trip 3
Check Customer Info 4

PAL Direct Automated Notifications

PAL Direct provides three types of trip notifications, voice (phone), text and email. All customers are automatically enrolled to receive voice notifications. This service is provided at no charge. Your phone carrier rates still apply. Contact PAL Customer Service to request email or text message notifications, or to opt out of receiving notifications.

Voice (Phone) Notification:

The evening before your trip, you will receive a telephone call from the automated system reminding you of your scheduled trips for the following day. At that time, you can confirm or cancel your trip. If you miss the notification call, your trip is still scheduled. You may call the automated system to confirm the trip details.

On the day of your trip, you will receive a phone call notifying you that your vehicle is approximately 10 minutes away. Note: the notification that the vehicle is on its way is an approximation, please be ready to board the vehicle at the top of your pick-up window.

Text Notification:

You can request to receive notifications via text message instead of voice notifications. The text message will be sent from “25370” and will include details about your trip.

Contact PAL Customer Service to add text message notifications as an option to your customer profile.

Email Notification:

To receive email notifications, contact PAL Customer Service and provide an email address. Email notifications will be sent from “My Trips” and will include details about your trip.

OPT-Out of Notification:

If you do not want to receive text, phone or email notifications, please contact Paratransit Customer Service Office.

Subscription Trips:

These trips are automatically scheduled. You will not receive previous day reminders for subscription trips.

Frequently Asked Questions

Can I book a trip for the same day?

Although the automated reservation system is available 24 hours a day, PAL cannot accommodate same day requests. Trips can be booked up to 14 days in advance, but no less than 4pm the day prior.

How do I enter a new address?

Both the online and telephone systems list your 10 most frequent trips. If an address is not listed, contact an ADA Controller to schedule your trip.

How do I make changes to a trip I have scheduled?

You will need to cancel the trip then reschedule with the correct details.

I missed the notification call the evening before my trip, what do I do?

Your trip is still scheduled. You can call the automated system to confirm trip details.

How do I receive a reminder call when away from home?

You can set your cell phone as your primary number, or when scheduling a trip, enter the number you would like the system to call.

What does this cost?

PAL Direct automated service, voice, text and email reminders are provided at no charge. Your phone carrier rates still apply.

How far in advance can I schedule a ride?

Ride requests may be made one to fourteen days in advance.

PAL Direct Automated Telephone System


PAL Direct Automated Online Reservation

ADA Controllers

716-855-7239 (voice)
1-800-662-1220 or 711 (relay)
7 days a week, 8 a.m. to 4 p.m.

PAL Customer Service Office

716-855-7268 (voice)
1-800-662-1220 or 711 (relay)
Monday through Friday, 8 a.m. to 4 p.m.
Closed Saturday, Sunday and holidays

Information in Alternative Formats

This information and all other public information materials are available in large print, audio recording and Braille upon request. Please contact PAL Customer Service.

NFTA/ Paratransit Access Line
181 Ellicott Street
Buffalo, New York 14203