What is Via?
Via is an on-demand, dynamically routed, mobile-app powered shuttle service operating in partnership with the Utah Transit Authority. The partnership service is called UTA On Demand by Via. It is open to anyone traveling in the service area in southern Salt Lake County. Riders can request pickups and dropoffs anywhere in the service area.
Where does Via operate?
Via operates in southern Salt Lake County as shown in the map below:
When is Via’s service available?
Service hours are:
- Monday-Friday: 6am - 9pm
- The service does not operate on Saturdays or Sundays
- Via provides Live Support: Monday-Friday from 5am - 10pm
Who can use Via?
Via is available to anyone (all residents, workers, and visitors) traveling in the southern Salt Lake County service area.
Is wheelchair service available?
Yes! If you require wheelchair service, follow these steps:
- Go to your app menu.
- Tap on your name to go to your Account Details.
- Toggle on ‘Wheelchair accessibility.’ That way, Via will book you in a wheelchair accessible vehicle moving forward. You only need to do this once.
If you’d prefer to request your rides over the phone, you can call us at (385) 217-8191 and let us know that you need a wheelchair accessible vehicle for all future ride bookings.
To contact Via, you can either call (385) 217-8191 or send us a message at our rider support email email@example.com. Via provides most customer support for the UTA On Demand service.
To contact UTA, call 801-RIDE UTA (743-3882) or send us a comment.
How do I get the Via app?
How do I create an account?
You can either download our app or call our booking line (385) 217-8191 to create a new account.
For phone bookings, we can set up an account for you, and we’ll need:
- Phone number
- Email address
For app bookings:
How do I book a ride?
To book a ride through the app:
- Open your app and put in your pickup location, followed by your destination.
- Next, once you’ve tapped ‘Set Your Destination,’ you’ll see proposal options and you can select the one you’d like to choose with “Book This Ride.’
- Once booked, you’ll see an ETA and where your driver is in relation to you as you wait to be picked up.
How do I add an additional rider to my ride?
When you request your pickup location, you’ll see an icon on the location pin that says ‘1 Passenger +.’ Tap the “+” sign to add passengers to your booking.
Can I book a ride in advance?
No, passengers cannot book rides in advance with the Via service. Just book a ride a few minutes before you need to leave, and we'll connect you with a vehicle in real-time.
How much do rides cost?
All rides cost $2.50 flat! Discounted one-way rides cost $1.25 for seniors (65+) and persons with disabilities.
Like all standard UTA services, UTA On Demand fares are transferable to and from other modes like TRAX and FrontRunner. Please note that due to the on demand nature of the pilot service, transfers are not allowed between two consecutive UTA On Demand trips.
Discount eligible riders can reach out directly to UTA to receive a code that will permanently unlock discounted pricing for all trips on the Via UTA On-Demand service. They can reach the UTA Customer Service Department at (801) 743-3882
How do I pay for my rides?
You can pay with a credit or debit card linked to your account, which can be added in your app or added to your account over the phone (385-217-8191).
- If you choose to link your credit or debit card in the app, when you create your account you’ll be prompted to input your card number and information.
- You can also update your card by going into the left-hand menu in your app and tapping on ‘Payment Methods.’
- Once you’re in ‘Payment Methods’ you can either click on an existing card to update your information or tap on ‘+ Add a new payment method’ to add a new card associated with your account.
You can also pay for a ride using a valid UTA Fare, including UTA Tickets or Passes. To do so, you can select the ‘UTA Pass/Ticket/Transfer’ option under ‘Payment Methods’ in your app and show your valid UTA Fare to your driver once you’re on board the vehicle.
Cash, tokens, and FAREPAY excluded.
Can I transfer?
Yes. Like standard UTA services, UTA On Demand fares are transferable to and from other modes like TRAX and FrontRunner. Please note that due to the on demand nature of the pilot service, transfers are not allowed between two consecutive UTA On Demand trips.
Doesn't FrontRunner cost more?
That depends. If you're traveling for more than one station then you can buy an upgrade ticket at a ticket vending machine before you board the train. If you're traveling from only one station to the next, then no upgrade ticket is needed.
What is a ViaPass?
The ViaPass is a promotional fare product offered through December 31, 2019. It is specially 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 costs $7.50/week and it allows ViaPass holders to take up to three (3) rides per day during the following hours:
- Monday-Friday: 6am-9pm
Cancellations and No Shows are charged at $1 each.
Why did I get charged a No Show fee?
A No Show fee is charged when you were 2 or more minutes late to your pickup, as this delays your driver from picking up and dropping off other passengers along the way. The No Show fee in Salt Lake is $1.
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.
I can’t login to my Via app. What do I do?
If you’re having trouble logging into your Via app:
- First, try restarting your app by exiting the app and logging back in.
- Second, try updating your app by deleting the app and reinstalling it.
Still not working? Contact us at (385) 217-8191 and we can help!
I forgot my password. How can I retrieve it?
Don’t worry! Resetting your password is easy:
- Tap the ‘Forgot your password?’ link in your login screen in the app.
- Follow the directions to provide your phone number.
- Look out for a text with instructions to reset your password.
How do I retrieve something left in a Via van?
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 UTA, and you can contact them to locate your item.
Can children ride with Via?
Children under the age of 13 must be accompanied by a parent or guardian in order to ride with Via. We strongly encourage all parents to bring a car seat or booster seat where appropriate.
How old must children be to have their own account and ride without an adult?
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
Can I bring a pet with me in my ride?
Unfortunately, we do not allow pets on board at this time, with the exception of service animals. Service animals are allowed in our vehicles.
Zero Tolerance Policy
Via has a strict Zero Tolerance policy. We do not tolerate the use of drugs or alcohol by drivers on the Via service platform nor do we tolerate inappropriate behavior by drivers towards passengers. If you believe that your driver may be under the influence of drugs or alcohol, if your driver is behaving in a manner that you consider inappropriate or that makes you feel uncomfortable or unsafe, or if your driver engages in conduct which could be considered unlawful or illegal, please ask the driver to terminate the trip immediately. If you feel that you are in imminent danger, please contact the police directly by calling 911. After the ride has concluded, please provide feedback using the Via app, reply to the text message confirmation of your ride, email us here to report the issue, or call us at the Live Support number (385-217-8191).
How to File a Zero Tolerance Complaint with Via:
How to File Zero Tolerance Complaint with UTA:
Via does not tolerate discrimination of any kind against members or our driver partners on the basis of race, national origin, religion, gender, physical or mental disability, age, gender identity, or sexual orientation. Additionally, Via does not tolerate discrimination of any kind against service animals. Members or driver partners who violate Via’s anti-discrimination policies may lose access to the Via platform. If you believe that you have been subject to discrimination by a Via member or driver partner, please provide feedback in the review function of the Via App, send a chat by clicking "Get Help" here: https://via.app.link, or email us here.