Chicago

Chicago, IL

What can we help you with?

What is Via?

Via is an on-demand transit system that takes multiple passengers heading in the same direction and books them into a shared vehicle. Think of Via as a bus that’s smart enough to come when you want it and where you want it.

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 pick ups, trip times are comparable to a taxi.

Note: Via also offers a private ride option when available. Commuter benefits users are excluded from any private ride options.


When and where does Via operate?

Via operates 24/7. We provide rides anywhere within our Chicago city zone (our zone runs from Rogers Park to South Shore, Logan Square to the Lake), and to and from O’Hare and Midway Airports.

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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?

Via’s app is available for both iPhone and Android. It’s free to download, so get riding today!
 

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?

The Via app is currently available for iPhone and Android devices.  You can download the app here for iPhone and here for Android.

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.

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
  • Payflex
  • 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

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. 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 rooftop for all to hear! Head to the app "Menu" and select "Free Rides." You can also access this page with the small gift box icon on the top right of your main booking screen.


 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 Credit.* It’s our way of saying thanks for spreading the Via love!

*Up to a maximum of $150 of Ride Credit per Via account. 

**Terms of Use: The intended purpose of Via referral codes is to be shared with friends, family, and on personal social media networks only with individuals known personally to the referring rider. Posting referral codes on commercial websites or coupon aggregator websites, including (but not limited to) RetailMeNot, Born to Coupon and CouponMate is strictly prohibited and will result in referral credit being revoked at Via's discretion, and Via reserves the right to charge individuals for any rides paid for with referral credit obtained through the creation of new accounts created by that same individual. Using a Via referral code to refer new accounts created by one same individual is also strictly prohibited and will also result in referral credit being revoked at Via's discretion. Via reserves the right to prevent referrals from being completed, and to revoke any referral credit obtained, when the Via system determines that accounts are likely to have been created by the same individual (e.g. if the system identifies certain overlapping data/information between the accounts). In addition, Via reserves the right to revoke any referral credit likely to have been obtained for referrals of fraudulent accounts (including accounts set up with false personal or payment information), as determined by the Via system. Via reserves the right to change any codes which it determines have been compromised and remove individuals from its referral program at its discretion.

How do I book a ride?

Download our free app (available on iPhone and Android), sign up for Via, and book a ride in three super-easy steps:

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.

STEP 2: 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.
 

How much does a ride cost?

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 will start at just $3.95 for very popular, short 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, Private Rides, and airport rides. 

Note: Some trips in Chicago are TNP (Transportation Network Provider) trips. On these trips, your fare includes a $0.50 Chicago City & Accessibility Fee. Taxes, including a $5 Ground Transportation Tax on Navy Pier and McCormick Place trips, and tolls may apply. There are no surcharges for +1s on Private Rides. ViaPass discounts may apply.

 

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 reply to that text 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!

Can I request a specific time for my pickup?

Nope. Via operates on-demand only. Just book a ride a few minutes before you need to leave, and we’ll connect you with a vehicle in real-time.
 

What is the ViaPass?

The ViaPass is especially designed for our most loyal commuters and makes Via more affordable than ever.To purchase a ViaPass, just open your app "Menu" and head to the section labeled "ViaPass."


The ViaPass in Chicago

  • 1-week All-Access ViaPass – $55

  • 4- week Commuter ViaPass - $139

Take up to four (4) shared rides per day, all day every day with the All-Access ViaPass, or Monday-Friday between 6am-9pm with the Commuter ViaPass.

ViaPass members get 10% off airport rides and Private rides. Discounts are available for as long as you have not exhausted your 4 daily rides and count towards that maximum. Discounts may not be combined; maximum one discount per ride.

Some things to remember:

  • The ViaPass is activated when you take your first ride

  • Additional fees apply for +1s (additional passengers)

  • Cancellations and No Shows are charged at $3 each

  • Free and/or discounted rides are limited to a total of 4 per day

  • Free rides are only provided up to a value of $7. If your ride exceeds $7, you'll pay the overage. You’ll always see your fare in the app at the time of booking.
  • The ViaPass is only valid for rides within Chicago. If you’re using Via while in NYC or DC, you’ll need to buy extra Ride Credit or a local ViaPass.

  • Rides to/from Navy Pier and McCormick Place incur a $5 Ground Transportation Tax charge.

**Terms & Conditions: The ViaPass is activated at the time you take your first ride, not at time of purchase, except when an election has been made to auto-renew a ViaPass, in which case activation of the new ViaPass will occur at the time of the expiration of the previously purchased ViaPass. Each ViaPass expires at the end of the stated validity period, to the minute of the activation time. Each individually purchased ViaPass is limited to a single user, account and device (i.e., multiple people cannot share a single ViaPass). ViaPass holders are prohibited from booking a ride on behalf of another person or party, and must be present in all bookings made with their ViaPass. Via reserves the right to deactivate any ViaPass it determines to be used in violation of these terms, with immediate effect, and without refunds. Free rides are only provided up to a value of $7. Rides to/from Navy Pier and McCormick Place incur a $5 Ground Transportation Tax charge. A ViaPass holder may book rides for his or her +1's, though additional fees apply. The ViaPass cannot be combined with other offers or promotions. Charges for cancellations and no-show fees will apply. Available while supplies last. Via reserves the right to cancel this offer or modify its terms at any time. Via does not guarantee the availability of rides.

Reminder:  Your ViaPass will auto-renew by default. Once you've purchased a pass, you can adjust this by heading to "Menu" - "ViaPass" and clicking the small blue arrow at the bottom of the screen that says “Auto renew is activated.” You can then turn auto-renew on or off for the ViaPass.

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 I left in a Via?

We’ve all been there, and we feel for ya! As soon as you realize an item is missing, please let us know by e-mailing Via Support and we’ll put you in touch with your driver to track it down.

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 the pencil icon - this will take you to edit your profile.Click on "Edit Password"

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 via the contact form here, and we can reset your password for you manually.

I had an issue with a ride. how do 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 using the form on this site 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!

Can I ride with my pet?

Licensed service animals are welcome to ride in Via-cles without restrictions. Other dogs and cats must be in an airline-approved carrier in order to ride with Via.
 

The Four Rules of Via

Since Via is a shared service we ask all members to obey our Four Simple Rules.


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Be ready and waiting 
Get to your pickup corner before your Via-cle arrives.

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Avoid phone calls
Limit phone calls to emergencies or quick logistics during shared rides.

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Don't eat or drink
Help us keep the Via-cles clean.

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Be Considerate
Treat your fellow members and drivers with respect.

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!

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, as driver partners are required to transport infants in a carseat. Via driver partners will not provide car seats or booster seats. 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.

 

Can Via deliver a package for me?

Via driver partners are not able to transport any unaccompanied packages for our members. We'll need you to accompany any packages, luggage or belongings that want to take a joy ride in a Via! 
 
Support

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