Comparing user experiences with traditional ADA paratransit and on-demand mobility services

Accessible transportation is crucial for the mobility and independence of individuals with disabilities. To overcome many paratransit service barriers, transit agencies in the U.S. have partnered with technology-enabled third-party companies (e.g., transportation network companies [TNCs], adaptive TNCs, taxi companies) to offer new on-demand mobility options. This study aimed to compare user experiences between traditional paratransit services, as mandated by the Americans with Disabilities Act (ADA), and emerging on-demand transportation options across three U.S. transit agencies. Based on survey data from riders with disabilities who have used both services, this study offers new empirical evidence on service satisfaction and usability, a gap previously underexplored in the literature. Findings indicate overall high satisfaction levels with both paratransit and on-demand services, with on-demand options receiving favorable ratings for wait times and driver professionalism. However, Bayesian analysis showed that operational factors (i.e., wait times and drivers’ professionalism) were significant predictors of overall satisfaction, whereas service type (i.e., paratransit vs. on-demand) was not. On-demand services were often used as a complement to paratransit for time-sensitive travel, but barriers such as high costs and limited-service hours constrained broader use. These findings highlight the importance of improving operational quality and leveraging hybrid service models to enhance equitable mobility for individuals with disabilities.