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

• This study provides the first direct comparison of user-reported satisfaction between ADA paratransit and subsidized on-demand services across three U.S. transit agencies, addressing a key gap in the literature. • Operational quality factors (e.g., wait times and driver professionalism) were more influential than service type in determining overall trip satisfaction. • The introduction of on-demand services enhanced community mobility for many riders with disabilities, serving as a complement to paratransit services rather than a full replacement, especially for time-sensitive trips. • Improving driver training, optimizing scheduling, and integrating real-time tracking technologies may significantly improve the quality of both paratransit and on-demand services for individuals with disabilities. • Future research should investigate the usability and accessibility of on-demand services for individuals who require wheelchair-accessible vehicles (WAVs). 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.