How can I contact Via?
Please contact us during live service hours from Monday-Friday from 8am-5pm and Saturday-Sunday from 9am-12pm at 617-655-8019 or by email at email@example.com.
How can I contact the Newton Senior Center?
Please contact the center during weekdays from 8:30AM–4PM at 617-796-1660 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. You can also call 617-655-8019 and member of our team can book a ride on your behalf.
What is NewMo?
NewMo is a service in Newton, Massachusetts that launching in partnership between Via and the City of Newton. NewMo serves the senior community of Newton and is a curb-to-curb service.
When and where does NewMo operate?
We operate Monday-Friday from 8am-5pm and Saturday-Sunday from 9am-12pm.
These zones are illustrated in the map below:
Who is driving my NewMo ride?
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 and a background check through MA’s Department of Public Utilities before driving on the Via platform for NewMo.
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 4-6 passengers per Via-cle.
Do I qualify for the service?
NewMo is currently only serving residents of Newton above the age of 60. If that describes you, then you qualify! All riders need an activation code to get their account running.
How do I get an account activation code?
If you were signed up with the former Veteran’s service, you can either contact the Newton Senior Center to get your activation code or you can call our live support team who can provide it as well.
If you did not use the Veteran’s service previously but qualify for the service, please reach out to the Newton Senior Center to receive your account activation code. You can call reach them at 617-796-1660 or email email@example.com.
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 Up" and create an account before you can log in and book a ride.
Step One: Click on the "Sign 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.
You will need to sign up with a credit card, debit card, prepaid card or a NewMo voucher code provided by the Newton Senior Center. Please see below for more details on getting a voucher code to sign up.
Once all of this is completed, press "Join.”
Step 4: You will need to enter an activation code to get your account up and running! If you have received this code from the Newton Senior Center, you can click “Via” in the top left corner and click on “Promo Code” in the menu. On this page, please type in your activation code here.
Click Via in the top left corner
Click on “Promo Codes”
Enter activation code:
If you do not have a smartphone, please call 617-655-8019 and one of our member service representatives can help.
I don’t have a credit card or debit card. Can I still sign up?
Yes! Visit the Newton Senior Center and provide $25 in cash or check to receive a voucher code. Enter the voucher code directly into the app above. If you don’t have a smartphone, no problem! One of our representatives will help you sign up over the phone using your voucher code.
How do I book a ride?
Download our free app (available on iPhone and Android), sign up for Via, and book a ride in a few 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 dropdown.
STEP 2: Confirm you’re booking for the correct number of passengers. With NewMo, you can book up to 2 passengers in one ride booking. If you need to increase the passenger count, you can hit the + button to add an additional passenger or the - button to subtract.
STEP 3: 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 dropdown. Via will check for available vehicles and connect you with the best vehicle for your ride.
STEP 4: Review the ride offer in the proposal screen (you may receive several proposals with different ETAs). Select the one that works best for you and press "Book This Ride." All the details, including exact pick up location and information on the car picking you up, will then be displayed.
Don't have a smartphone? Call Via live support at 617-655-8019 to book a ride over the phone. Please be prepared to provide the phone number tied to your account, your pick up address, and your drop off address.
Where do I wait for my ride?
After you book a ride, the app will display the pick-up location where the vehicle will meet you. NewMo is a curb-to-curb service, so we’ll pick you up and drop you off right where you need to go! If you are booking a ride from a medical facility, please go to the designated patient pick-up spot to help you find it.
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 or call our Live Support team at 617-655-8019 who can 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. Or, you can use the driver number our Live Support team provided for that specific ride during the time of booking.
Remember: NewMo is a community, and you’re sharing your ride with other members. Keeping them waiting results in delays for the whole community, and if you’re more than 3 minutes late, the vehicle will just have to leave. It 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 Dropoff 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 ride arrives, we'll send you another text to let you know!
How much does a ride cost?
All rides are $5 per person unless you’ve received special pricing from the city. Please contact the Newton Senior Center for additional details.
What do NewMo 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 NewMo and 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!
How do I know which car is mine?
When you book your Via, we'll list the information about the car coming to pick you up directly in the ride screen. This will include the license plate number as well as the type of car.
When the Via-cle is approaching, we'll send you a quick reminder text with this information (as well as the pick up spot). Once the vehicle has arrived, you'll receive another text and a "Your Via is here" notice in your app.
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. You can also tip your driver directly in the app or by cash.
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 emailing us at firstname.lastname@example.org, and we’ll put you in touch with your driver to track it down! At the end of the day, unclaimed items will be returned to the Newton Senior Center, and you can contact them to locate your item. The Newton Senior Center’s lost and found policy will apply once returned.
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 or call us mid-ride at 617-655-8019, 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!
Where can I see my past rides and purchases?
You can view any past rides and purchases right in your app under "Menu" - "History."
My driver left without me!
Oh no - we're sorry we didn't get you on board!
If you were marked as a "No Show" and you still need a ride, please re-book directly in your app or over the phone with our Live Support Team, and send an email so we can look into what went wrong.
If your app is indicating that you were picked up, please text our Live Support Team directly by replying to any message we have sent you, so we can cancel that ride and make sure you are able to re-book. You can also call us directly if you do not have SMS and we can help sort the situation out STAT!
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.
Can my child ride with NewMo?
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.
Can I smoke or use an electronic cigarette in my Via-cle?
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!
What is the no show fee on my account?
Via is a shared service, so to keep things fair to the members already on board, our driver partners will wait about 1 minute for each rider. At that point, we'll try to get in touch with you, but if after three minutes you're not at the vehicle, we'll have to move on and you may be assessed a $2 "No Show" 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.