Paratransit

PAL Logo

 

Metro Bus and Rail Accessibility

All Metro fixed route buses, rail cars, and stations are accessible to people with disabilities.

  • Buses have ramps for wheelchair access and for anyone needing help boarding or exiting.
  • Automated on-board audio and visual announcements identify streets, major intersections, and transfer points.
  • Rail cars have designated areas for wheelchairs.
  • Rail stations are accessible via elevators, escalators, and stairs.

If a disability prevents you from using Metro’s bus or rail, even with accessible features, you may qualify for Paratransit Access Line (PAL). PAL offers paratransit service in compliance with the Americans with Disabilities Act (ADA). PAL is available to people with disabilities who are functionally unable to independently use the fixed route service, either always or under certain circumstances.

About Metro ADA Paratransit Access Line (PAL)

PAL provides shared ride, origin-to-destination service.

  • Trips include other passengers going in a similar direction.
  • Trips are not direct; travel time may vary due to other pickups and drop-offs.
  • Operators will assist, if needed, from the vehicle to an outermost entrance, but do not enter buildings or carry items.
  • Trip duration is comparable to similar trips taken via Metro bus or rail, including wait time, travel time, and any transfers.

Who is Eligible?

You may qualify for PAL if a disability prevents you from:

  • Boarding, riding, or exiting an accessible bus or train without assistance.
  • Using a bus stop or rail station due to inaccessibility.
  • Traveling to or from a bus stop or rail station.

How to Apply

  • You can download the application on this webpage, or
  • call PAL Customer Service at (716) 855-7268 ( TTY: 711 Relay) to request a copy by mail.
  • Applications are also available in person at the NFTA Customer Information Center, 181 Ellicott Street, Buffalo, NY 14203 (Monday–Friday, 7:00 a.m. to 5:00 p.m.).

Submit your completed application by:

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

You will receive written notification of your eligibility within 21 days after your completed application is received. If a decision is not made within 21 days, you may use the service until eligibility is determined or denied.

Service Area and Hours

PAL operates during the same days, hours, and within ¾ mile distance of a Metro fixed route bus and rail. Both pickup and drop-off points must be within active fixed route coverage at the time of the trip.

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.

Trip Reservations and Cancellations

  • Reserve trips 1 to 14 days in advance.
  • For next-day trips, you must reserve by 4 p.m. the day before your ride.
  • There are no same-day reservations, trip limits or waitlists.

Ways to reserve:

To cancel:

Cancel a trip using any of the above. To avoid a violation, cancel at least 2 hours before your scheduled pickup time.

Waiting for Your Ride

  • Be ready at the start of the 30-minute pickup window.
  • Wait in a safe, visible, and well-lit location.
  • If waiting indoors, stay alert for the vehicle’s arrival.
  • The vehicle will wait 5 minutes after arrival, then leave to stay on schedule.
  • Early arrivals do not require early boarding—boarding starts at your pickup window.
  • If your pickup window has passed and no vehicle has arrived, call (716) 855-7239, Option #2.

Who May Ride with You

Personal Care Attendant (PCA):

  • Customers who need personal assistance during the ride, or at their destination, can bring one PCA (who can be family member, friend, or a paid attendant). Prior notification is required. This person does not need an ID card or to register with us. The PCA rides free.

Companions:

  • One companion may always ride, additional companions may ride if space is available. When scheduling let us know if a companion will accompany you.

Visitor Eligibility Status

If you’re visiting the Buffalo-Niagara area and are unable to use Metro’s fixed route bus or rail due to a disability, you may be eligible to use PAL under ADA visitor guidelines.

You are eligible for visitor status if:

  • You are ADA paratransit-eligible in your home community and can provide documentation (such as an ADA eligibility letter or paratransit ID card).
  • You have a visible disability (such as use of a wheelchair) and can provide proof of your home address.
  • You do not have eligibility documentation, but you can provide proof of your home address and documentation of your disability or health condition.

Visitors may use PAL for up to 21 days in a 12-month period. If additional days are needed, you must submit a PAL application.

To request visitor status:

  • Email documentation to PAL@nfta.com
  • Fax info to (716) 855-6694
  • Or visit us at 181 Ellicott Street, Buffalo, Monday–Friday 8:00 a.m. to 4:00 p.m.

We encourage you to contact PAL Customer Service before you arrive to get the process started. You’ll be asked to provide the following:

  • Full name
  • Date of birth
  • Mailing address and phone number
  • ADA eligibility documentation
  • Type of mobility aid used (e.g., wheelchair, scooter, service animal)
  • Whether you'll be traveling with a Personal Care Attendant (PCA)

For help or questions, call (716) 855-7268, (711 Relay), or email PALfeedback@nfta.com.

Service Animals

Service animals, as defined by the ADA, are always welcome aboard PAL vehicles.

Mobility Aids

PAL vehicles can accommodate wheelchairs or scooters within these limits:

  • Max width: 30 inches (measured 2 inches from ground)
  • Max length: 48 inches (measured 2 inches from ground)
  • Max weight (occupied): 800 pounds
  • Portable oxygen and respirators are allowed.

Fare Information

Fare is paid when boarding. Bus Operators do not sell fares or carry change.

Fare Type Amount Where to Buy/Load
PAL MetGo Card
PAL MetGo card		 $3.50 Add funds online: metgo.nfta.com
Retail Partners: 7-Eleven, CVS, Family Dollar and Walgreens stores
Participating Locations
Metropolitan Transporation Centers:
181 Ellicott St, Buffalo
1124 Portage Rd, Niagara Falls
Ticket Vending Machines located at rail stations
Cash (exact change) or Token Transit $4.00 Token Transit App
Companion $4.00 Pay using cash, MetGo, or Token Transit
PCA No charge  
Children (9 and under, up to 3) No charge  
Service Animal No charge  
PAL Pass - 10 Trips
PAL Pass - 20 Trips
PAL Pass		 $35.00
$70.00		 Purchase by mail using check or money order.
Mail to: Customer Information Center, 181 Ellicott St, Buffalo, NY 14203

 

Contact Us

  • Reservations: (716) 855-7239, 711 Relay (8:00 a.m. – 8:00 p.m. daily)
  • Late Vehicle Info: (716) 855-7239, Option #2
  • Customer Service: (716) 855-7268, 711 Relay (Monday–Friday 8:00 a.m. – 4:00 p.m.)
  • Email: PALfeedback@nfta.com
  • Fax: 716-855-6694
  • Mailing Address:
    • NFTA-PAL
    • 181 Ellicott St.
    • Buffalo, NY 14203

Feedback

Provide feedback by:

Report ADA Violations:

  • NFTA ADA/EEO Administrator
  • 181 Ellicott Street
  • Buffalo, NY 14203