What safety protocols has Via implemented?
At Via, we're more focused than ever on making your next ride as safe and worry-free as possible. Here are a few of the important safety measures we’ve put in place:
Capacity is key: We're limiting vehicle capacity across sedans and vans accordingly to maximize social distancing.
Mask up: That goes for riders and drivers alike. Without a face covering, our drivers may refuse the pickup.
Squeaky clean: We’re making EPA-approved cleaning supplies available to drivers for frequent wipedowns of the entire interior, with extra focus on surfaces we all touch. We’re also helping install plastic partitions between drivers and riders.
Feeling good: Before you book, confirm you’re not exhibiting COVID-19 like symptoms with our in-app Wellness Check. Our drivers all do the same.
Do I have to wear a mask to take a Via?
Yes! Think of your mask as your favorite new accessory, the one you can’t leave the house without. Drivers can refuse the pickup if you don't have one.
Are shared rides available in NYC?
You bet! Shared rides are back in action.
Rest assured our safety protocols aren’t going anywhere:
• Riders and drivers must wear masks. Without a face covering, your driver may refuse the pickup.
• The number of riders in each vehicle will be capped, as will the number of +1s you can bring along.
• We ask drivers to frequently clean their vehicles with EPA-approved products, and many vehicles contain plastic partitions between drivers and riders.
• Windows will be open whenever possible, which means maximum ventilation.
• Confirm you’re healthy with our in-app Wellness Check before hopping onboard.
How can I report concerns about COVID-19 protocol in my ride?
We're listening. If you have pressing concerns during your ride, reach out to our support agents in the app using Live Chat. For more general questions or concerns, email us at firstname.lastname@example.org or leave feedback after your ride. Our team is trained and ready to help.
How many people are allowed per vehicle?
For now, we're allowing up to 3 members of the same household to ride in one vehicle.
What's Via's policy regarding in-vehicle partitions?
While physical partitions in-vehicle are not mandated in NYC, we're helping drivers to install them wherever possible.
What is Via?
Using our app for iPhone or Android, you can select your pick up and drop off, and we’ll do the rest. As we are a corner-to-corner service, we’ll pick you up at a nearby corner and then drop you off within a couple blocks of your requested destination. This helps us ensure that even with multiple pickups, trip times are comparable to a taxi.
When and where does Via operate?
In NYC we operate 24/7 and you can ride anywhere in the 5 boroughs - Manhattan, Brooklyn, Queens, the Bronx, and Staten Island. You can also ride to and from LaGuardia, John F. Kennedy, and Newark International Airports.
Who is driving my Via?
You are our most precious cargo, and we take safety very seriously. When you book a ride, we connect you with a vehicle operated by a trained and experienced driver who is covered by the required insurance. All driver partners undergo thorough criminal background checks before driving on the Via platform.
But the necessary insurance and licensing are no-brainers. We expect more! We want all Via vehicle drivers to be downright amazing, so don’t forget to leave feedback for your driver after each ride – you’ll help us make sure only the best drivers get to drive for Via.
What platform(s) is the Via app available on?
How many people will I share with?
The number of passengers you will share a ride with varies depending on who’s headed in the same direction at the same time and the make and model of the Via-cle picking you up! Capacities range from 3-6 passengers per Via-cle.
Note: Via also offers a private ride option when available. Commuter benefits users are excluded from any private ride options.
How do I get the Via app?
How do I create a Via account?
If this is your first time using the app, you'll need to press "Sign Me Up" and create an account before you can log in and book a ride.
Step One: Click on the "Sign me up" button in the home screen of the app.
Step Two: Enter the requested information on the first page of this screen. You can even add a photo if you like!
Step Three: Click "Next" to move to the second page. Input your credit card number, followed by the expiration date, the security code, and the billing zip code. If you were referred by a friend, you can enter their personal promo code into the "Promo code" box by clicking on the blue 'Redeem your promo code >>' option.
Once all of this is completed, press "Join" and you’ll be ready to ride!
Why does Via need my credit card number?
When you sign up for Via, we ask you for a credit card or debit card. You can use any credit/debit card or a pre-tax commuter benefits debit card to pay for Via. Each time you take a ride or purchase Ride Credit, payment is simple and seamless – we automatically charge your card on file. Never worry about cash, we’ve got you covered.
The best way to pay for Via is to buy Ride Credit in the app. Before you ride, go to the Menu screen in your app, choose "Ride Credit," and select how much you'd like to buy. Each time you take a ride, we'll simply deduct the cost of your ride from your remaining credit. If you ever run low on credit, we will deduct any remaining credit and charge the card on file directly for the remainder of your ride.
You can also buy a ViaPass under "Menu" and "ViaPass."
Please note, we do not accept pre-paid debit cards.
Which commuter benefits cards can I use to pay for Via?
Commuter benefits are employer provided voluntary benefit programs that allow employees to reduce their monthly commuting expenses for transit, van-pooling, bicycling, and work-related parking costs.
You can pay for Via with the following commuter benefit debit cards:
- WageWorks Commuter Card
- TransitChek Visa Card
- Beniversal Master Card
- eTRAC Master Card
- Commuter Check Prepaid Master Card
- Benefit Strategies Visa Card
- MyAmeriflex Master Card
- Zenefits Card
- Navia Benefits Card
- Some forms of the ADP card
- FlexFacts Commuter Benefits Card
- Igoe Administrative Services Benefits Card
- HRC Total Solutions
- Gusto Benefits Debit Mastercard
- Pension Dynamics Company Benefits Card
- Discovery Benefits
Please note that if you sign up using a commuter benefits debit card, you'll need to confirm through the app that you will use it in a manner consistent with your employer's commuter benefits program. Members using commuter benefits cards always ride in vehicles which can seat six or more.
Note: Via also offers a private ride option when available. Commuter benefits users are excluded from any private ride options.
How do I pay for Via with my commuter benefits debit card?
If you’re new to Via and creating an account for the first time, you can enter the details of your commuter benefits card directly into the credit card info screen when you sign up.
If you’re already a Via pro, you’ll need to head to the "Billing" section of the app menu. If you already have a card on file, you can add your commuter benefits card by selecting the "Add Card" feature.
You can select which card you want to use at any given time by marking it right on the "Billing" page, with the blue dot next to the credit card.
Please note, members using commuter benefits debit cards always ride in vehicles seating six or more.
Note: Via offers a private ride option when available. Commuter benefits users are excluded from any private ride options.
How do referrals work at Via?
We get it, you’ve become addicted to our sweet, affordable rides and you can’t wait to shout it from the rooftops for all to hear! Head to the app "Menu" and select "Free Rides."
From here you can learn your personal promo code and share it directly with friends via text message, email, and social media.
For every friend who signs up with your personal promo code and completes their first ride, you will receive $10 of sweet Via Ride Credit.* It’s our way of saying thanks for spreading the Via love!
*Up to a maximum of $300 of Ride Credit per Via account.
Via referral credit is granted for use in Via's operating zone at the time the credit is granted. As Via's operating zone changes, Via reserves the right to change the way in which Via credit may be used. Via reserves the right to control the amount of credit that a rider is permitted to use on any individual ride. All referral credit has an expiry date of 30 days. This means that Via has the right to revoke any referral credit that has not been used within 30 days. For all accounts created after April 24th 2019 a maximum amount of $5 may be redeemed from referral and promotional credit per ride.
How do I book a ride?
STEP 1: Move the map until the blue marker is at your desired pick-up location and press "Set Pickup." You can also manually type your address in the search bar and select the correct one from the drop down.
STEP2: Move the map until the orange marker is at your desired drop-off location and press "Set Dropoff." You can also manually type your address in the search bar and select the correct one from the drop down. Via will check for available vehicles and connect you with the best vehicle for your ride.
STEP 3: Review the ride offer in the proposal screen (you may receive several proposals with different ETAs and different ride options). Select the one that works best for you and press "Book This Ride." All the details, including exact pick up location (remember it may not be where you booked) and information on the car picking you up, will then be displayed.
Sweet! You’ve just booked a Via ride.
Where do I wait for my Via?
After you book a ride, the app will display the pick-up location where the vehicle will meet you.
As we are a corner-to-corner service, your actual pick-up spot may differ from where you asked to be picked up. It’s usually the corner closest to the pick-up location you requested, but you may be asked to walk a few blocks. Sometimes, the app will give you the address or business name at your pick-up spot to help you find it. Either way, the exact pick up location will always be displayed in the app.
Make sure you’re at the pick-up spot when the vehicle arrives! The app will count down the minutes to your vehicle’s arrival, and we’ll send you a text when the vehicle is two minutes away and again when it arrives. For assistance, you can send a chat by clicking "Get Help" here: https://via.app.link and our Live Support team will help out. Additionally, you can contact the driver partner at any time directly through the app by pressing the small green phone icon located on the right, at the bottom of the screen.
Remember: Via is a community, and you’re sharing your ride with other members. Keeping them waiting results in stink-eyes, and if you’re more than 60 seconds late, the vehicle will just have to leave. It hurts, but it’s the only way we can move everyone so quickly at such an incredible price.
Want to track your vehicle while you wait? In the app, zoom out from your pick-up spot or click the small compass icon in the bottom right, and you’ll be able to follow the vehicle on the map as it approaches.
How do I know when my Via will arrive?
After you set your Pickup and Drop-off in the app, we'll give you an estimated time until your Via arrives. When your car is 2 minutes away, we'll send you a text message to let you know that your ride is getting close. When your car arrives, we'll send you another text to let you know!
How much does a ride cost?
The cost of your Via ride will depend on a few factors
The easiest way to ride with Via is by using the ViaPass. For those riding without a ViaPass, our pricing is described below:
New York Users (Manhattan, Brooklyn, Queens, the Bronx, Staten Island, Airport Service):
Your fare will be based on how far you go, when you ride, and the number of +1s in your party. Our always-affordable fares start at less than $5 for shorter rides. Most importantly, you’ll always see a guaranteed, low price for your ride – just check your app before you book. Cancellations and No Shows are charged a $3 fee. This pricing applies to standard shared Via rides, ViaExpress, Private Rides, and airport rides.
Note: Pricing not applicable to Shared Taxi. There are no surcharges for +1s on Private Rides, however if you’re traveling with a large group of 5 or more that requires a larger vehicle, you may be charged a bit extra. NY State Sales tax applies to all rides paid for with pre-purchased ride credit or those charged directly to your credit card on file. Fares are subject to applicable tolls - the cost of tolls will be distributed between the booking parties on board.
Can I request a specific time for my pick up?
What do Via vehicles look like?
The best way to identify your Via-cle is by checking the license plate number displayed in your app and in the notifications you receive from us.
Just check to make sure the license plate number matches and you're all set to board!
My driver was great! How can I thank them?
Our driver partners are the butter to our bread. Simply put, they’re the best! If you had a great experience with a driver, please let us know by filling out the feedback screen after your ride or by leaving a tip through the app.
How do I retrieve something left in a Via?
We’ve all been there, and we feel for ya! As soon as you realize an item is missing, navigate to the app menu (by tapping the three parallel lines in the top left corner of the app screen) and tap on the "Help Center" at the bottom of the menu list.
There you can tap on the option "I left something in my Via!" On the following screen, you will see the details of your most recent ride. If your driver partner is still on the road with Via, you can opt to receive a phone number through which to contact and coordinate with the driver partner directly to determine if they have your lost item in their vehicle and, if so, how they can return it to you.
If the driver partner is not driving with Via at the moment, you will be given the option to contact Via Support for further assistance on finding your lost item.
If you left your item in a Via ride other than your most recent ride, you can select "Not this ride? Go to Ride History >>" to navigate to your Ride History and contact Via Support about the correct ride.
If you don't have your phone handy, you can also email us here, and we’ll put you in touch with your driver partner to track it down! Please note, unclaimed items will be donated after 30 days.
How do I reset my password?
When logging in, first make sure you are using the exact e-mail address that you used to open your Via account. To reset your password, first open the app and select "Log me in." In the password box, press "Forgot your password?"
On this screen enter your phone number and press "Send"
Once you receive the password by text, you can go back into the app and log in with the password we sent you. Once logged in, you can change the password to one of your liking.
Click on the "Menu" icon in the top left and then on your user profile (where your name and number are displayed) - this will take you to edit your profile. Click on the "Password" field:
On this screen you will enter the current password (the one from the text message), and then enter a new password of your choice - then click "Save."
If you need further assistance, don't hesitate to e-mail us here.
I'm not receiving my temporary password.
We’re sorry for the hassle! Please email us here and we can reset your password for you manually.
I had an issue with my ride. How can I let you know?
Oh dear! We’re sorry to hear that there was a problem with your ride. Please let us know what went wrong either by filling out the feedback screen in the app after your ride or by emailing us here.
Why is my place-pin in the middle of the ocean?
We’re not quite ready to pilot Via’s shared submarine service, so your map definitely shouldn’t be defaulting to a strange location. Please make sure that Location Services are enabled for the Via app on your phone (Settings - Privacy - Location Services), and that should bring you back to dry land STAT!
I am a wheelchair passenger. Do you have vehicles that can accommodate me?
Yes! If you need a wheelchair accessible vehicle, please make sure to toggle on the "Wheelchair Accessible" option in your account profile. You will then be matched with a wheelchair accessible vehicle for your ride.
Can I ride with my pet?
Service animals must always be welcome to ride without restriction. Driver partners have a legal obligation to provide service to riders with service animals. If you are a rider traveling with a service animal and wish to report a service animal issue, please contact Via support.
Riders traveling with pets that are not service animals should keep their pets in an airline-approved carrier to use the service.
The Four Rules of Via
Since Via is a shared service we ask all members to obey our Four Simple Rules.
Be ready and waiting
Get to your pickup corner before your Via-cle arrives.
Avoid phone calls
Limit phone calls to emergencies or quick logistics during shared rides.
Don't eat or drink
Help us keep the Via-cles clean.
Treat your fellow members and drivers with respect.
Can my child ride with Via?
Children are welcome in Via-cles! We strongly encourage all parents to bring a car seat or booster seat where appropriate. Please note that all children, regardless of age, must be marked as an additional passenger when booking your ride. This requirement is due to vehicle capacity restrictions based on number of passengers.
Please note, each rider must be at least 13 years old to ride alone in a Via.
Can I smoke or use an electronic cigarette in my Via?
Smoking of any kind is prohibited in your Via-cle. This includes e-cigarettes, vaporizers, or "smokeless" cigarettes.
Can I eat in the vehicle?
We know that you are guys and gals on the go, but please help us keep our Via-cles clean and fresh and avoid bringing food and drink in our cars.
If spills occur, we'll have to charge you a cleaning fee!