What can we help you with?
How can I contact Via?
Please contact us during live service hours from Monday-Friday from 6am-8pm and Saturday from 9am-5pm at 669-201-1892 or by email at email@example.com.
What is Via?
Via is an on-demand transit system service in Cupertino, California that takes multiple passengers heading in the same direction and books them into a shared vehicle. Via serves the city of Cupertino, in addition to the Sunnyvale Caltrain station. 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 669-201-1892 and a member of our team can book a ride on your behalf.
When and where does Via operate?
We operate Monday-Friday from 7am-7pm and Saturday from 9am-5pm.
Our zones are illustrated in the map below:
Who is driving my Via 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 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 4-6 passengers per Via-cle.
Do I qualify for the service?
Via is open to all residents, commuters, and students in Cupertino. Children under the age of 13 must be accompanied by a parent or guardian to ride with via. Minors between the ages of 13 and 18 can have their own member accounts and ride with Via unaccompanied, but they must have consent from their parent or guardian.
Do I qualify for a discount?
Students, seniors, and residents with a valid CalFresh card are eligible for a 50% discount off of all single fare rides. This does not apply to weekly and monthly via passes.
In order to get this discount, you can email a scan or photo of the required documentation to firstname.lastname@example.org along with your full name and phone number.
Once you are verified, the city will provide you with a one-time use promo code which can be applied to your account either in the app or over the bookings phone line.
Methods of Verification
- Students can provide a valid photo student ID
- Seniors must show a photo ID, 65+ only
- Residents can present a valid CalFresh or Medicare/Medicaid card
- Valid disavled placard & registration
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 1: Click on the "Sign Up" button on the home screen of the app.
STEP 2: Enter the requested information on the first page of this screen. You can even add a photo if you like!
STEP 3: Click Next to move to the second page. Select your billing method.
You will need to sign up with a credit card, debit card, or prepaid card. Please see below for more details on getting a voucher code to sign up.
Click Via in the top left corner
Click on “Promo Codes”
Enter activation code:
If you do not have a smartphone, please call 669-201-1892 and one of our member service representatives can help
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 "Confirm my Location." You can also manually type your address in the search bar and select the correct one from the drop down, or choose one of the pre-populated points of interest.
STEP 2: Confirm you’re booking for the correct number of passengers. With Via, you can book up to 6 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 My Destination." You can also manually type your address in the search bar and select the correct one from the drop down, or choose one of the pre-populated points of interest. 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 669-201-1892 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.
What are the points of interest in the app?
There are pre-populated points of interest in the Via app. Select them to navigate quickly to the locations that interest you!
Can I get to the Sunnyvale Caltrain Station?
Yes! Via does do both pick up and drop offs at the Sunnyvale Caltrain Station! Simply select the train icon and you will be able to take a Via there.
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. Via is a corner-to-corner service, so we’ll pick you up and drop you close to your destinations!
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 669-201-1892 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: Via 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 2 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 $4 per person unless you’ve received special pricing from the city. Weekly passes are $25, which gives you 4 Via rides per day! Monthly passes are $75, which also gives you 4 Via rides per day, no matter where in the service zone you go!
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.
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 email@example.com, 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 Cupertino City Hall, and you can contact them to locate your item.
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 669-201-1892, 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 service animals or pets ride with me?
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 any issue you experience related to your service animal, 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 in 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.
Can I smoke or use an electronic cigarette in my vehicle?
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 $2.50 "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.