I need to contact Via
Please contact us during live service hours at 206-258-7739 or by email at firstname.lastname@example.org
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.
In King County, Via is a first mile, last mile service. That means that all trips will be to or from light rail stations within the operating areas. As Via is a corner-to-corner service, we’ll pick you up at a light rail station and then drop you off within a couple blocks of your requested destination, and vice versa. This helps us ensure that even with multiple pickups, trip times are short and efficient.
When and where does Via operate?
In King County, Via has two sets of operating hours:
The SE Seattle Service Areas (Mount Baker, Columbia City, Othello, and Rainier Beach) operate Monday through Saturday 5am – 1am and Sunday 6am – midnight.
The Tukwila Service Area operates weekdays 6am — 9am and 3:30pm — 6:30pm.
These zones are illustrated in the map below:
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 and has undergone drug testing. 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.
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. Select your billing method.
If you will be paying with ORCA, enter your 8 digit ORCA number to complete signup. Paying with ORCA lets you transfer fares between Via and buses or Link light rail. With this payment method, when the Via-cle picks you up, you will tap your ORCA in a mobile card reader.
If you will be paying with the Transit GO Ticket app, select that option as your payment method. In the Transit GO Ticket app, purchase a “bus” ticket; you will receive a fare transfer to Metro buses, but will need to purchase a separate ticket for Link light rail or other transit services. With this payment method, when the Via-cle picks you up, you will show the moving mobile ticket to your driver as proof of payment.
Once all of this is completed, press "Join" and you’ll be ready to ride!
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.
Don't have a smartphone? Call Via live support at 206-258-7739 to book a ride over the phone.
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. If you are booking a ride from a light rail station in your zone, please follow signs from the station to the designated Via pickup area. For pickups for rides going to light rail stations, you may be asked to walk a short distance to your pickup location. 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 blue 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 2 minutes 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?
All riders ride for flat rates.
Rides are $2.75 or your standard Metro bus fare.
Can I request a specific time for my pick up?
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 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 text messages you receive from us. Additionally, our Via-cles have the Via logo on them, so you can easily spot them when they pull up. 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.
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, please let us know by e-mailing us at email@example.com, and we’ll put you in touch with your driver 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 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 at firstname.lastname@example.org
I’m not receiving my temporary password.
We’re sorry for the hassle! Please email us at email@example.com and we can reset your password for you manually.
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 change my destination once I’m in the car?
We get it - mistakes happen, plans change, and sometimes the destination where you booked to is no longer the destination you need to get to.
While we aim to please on every ride, in the event that a change would delay another passenger in the car or awaiting pick up, we can't accommodate requests for changes to drop-offs. You can always shoot us a text mid-ride, and we'll certainly try our best to accommodate your situation. If you haven't gotten on board yet, just cancel the ride and re-book with the new destination!
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.
Can my child ride with Via?
Children are welcome in Via-cles! As is required in Washington, parents should bring a car seat or booster seat for children under age 8, unless they are 4'9" tall. 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!
I was charged a cleaning/damage fee - what is this?
Our driver partners work hard to maintain their vehicles and take pride in their upkeep and cleanliness. In the event that the interior or exterior of the vehicle is damaged or dirtied as a result of intentional or negligent acts such as aggressive slamming of doors, vomiting, or pet accidents, a fee may be assessed and charged when applicable.
The exact amount charged will depend on the extent of the damage up to $250. Via will always notify members when such a charge is necessary.
Can I make calls while in a Via?
While we at Via HQ love you and can’t believe your mom (or boss, or roomie, or whoever) did that crazy thing either, please remember your fellow riders might not be as interested in your phone conversations. Please be considerate of other members in your Via-cle and limit phone calls to quick logistics and emergencies during shared rides.