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 southern Salt Lake County service area or the Summer 2021 night service pilot area in Salt Lake City. Riders can request pickups and dropoffs anywhere in these service areas.
Where does Via operate?
Via operates in southern Salt Lake County, as well as in Salt Lake City on Thursday, Friday, and Saturday nights in summer, 2021. See the maps below for the exact service zone in each area.
Salt Lake County
Salt Lake City (Night Service)
When is Via’s service available?
Service hours in South Salt Lake County are:
- Monday-Friday: 6am - 9pm
- The service does not operate on Saturdays or Sundays
- Via provides Live Support: Monday-Friday from 5am - 10pm
Service hours in Salt Lake City are:
- Thursday, Friday, and Saturday nights only between May 27 (Memorial Day weekend) and September 5 (Labor Day weekend) from 10pm until 4am.
- Via provides Live Support during these operating hours.
Who can use Via?
Via is available to anyone (all residents, workers, and visitors) traveling in the southern Salt Lake County or Salt Lake City service areas during each service’s operating hours: Monday-Friday 6am-9pm in Salt Lake County, as well as Thursday, Friday, and Saturday nights from 10pm-4am between May 27 and September 5, 2021 in Salt Lake City.
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 firstname.lastname@example.org. 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.
Please note that the ability to add an additional rider to your party is only available to riders paying by credit card. For riders using any other payment method, each rider in a party will have to book individually for themselves in the app.
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, FAREPAY card, or any UTA electronic fare card linked to your account. This 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.
- To book a ride using your UTA Eco Pass, Student Pass or FAREPAY card, select ‘UTA Electronic Card’. Add your card number in the app under ‘Payment Methods’ and select ‘UTA Electronic Card’ before you book a ride. Your card information will be saved for the next time you book a trip.
You can also pay for a ride using a valid UTA Fare, including UTA Paper/Mobile Tickets or Passes. To do so, select ‘UTA Paper Ticket or Transfer’ before you book a ride. Show your valid UTA Fare to your driver once you’re on board the vehicle.
Cash and tokens 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.
Can I bring my bike?
We can accommodate bikes in a van as long as there is space available in the back and it doesn’t disrupt the ride for another rider. We cannot guarantee that we will always be able to accommodate a bike so it’s at the rider’s own risk. We usually try our best to be as accommodating as possible.
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.
Note: Tips are not accepted
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 email@example.com, and we'll put you in touch with your driver to track it down!
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?
Zero Tolerance Policy
Via has a strict Zero Tolerance policy. Drivers are prohibited from driving on the Via Platform while under the influence of alcohol or drugs, and riders are prohibited from consuming alcohol or drugs inside the vehicle. We do not tolerate inappropriate, threatening or violent behavior by anyone using the Via Platform or towards any riders or drivers.
If you are a rider and 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, or email us here to report the issue.
Via does not tolerate discrimination of any kind against our riders or driver partners. This includes discrimination on the basis of race, color, national origin, religious belief or affiliation, gender, sex, sexual identity or orientation, age, veteran status, any physical, mental or other disability (actual or perceived), or any passenger’s points of departure and destination. Additionally, Via does not tolerate discrimination of any kind against service animals. Riders or driver partners who violate Via’s anti-discrimination policies may immediately lose access to the Via platform. If you believe that you have been subject to discrimination by a Via rider or driver partner, please provide feedback in the review function of the Via App, send a chat by clicking "Get Help" here, or email us here.
Last Updated Date: May 19, 2021
- use, and
- disclose information we obtain through the “Service.”
The “Service” means any website, mobile application, or Internet service under Via’s control, whether partial or otherwise, in connection with providing Via’s online platform that connects users with vehicle-sharing transportation providers in cities and counties, including through partnerships with transit agencies, government entities, or other third parties to create technology-based transportation networks in their jurisdictions. Each reservation a user makes with such vehicle-sharing transportation providers on the Service is a “Reservation,” and each ride taken through a Reservation is a “Ride.” “Member” means any such individual who uses the Service to make Reservations and take Rides. “Driver Partner” means any such independent contractor partner who registers with the Service as a third-party transportation provider to provide Rides to Members. “Partner Entity” refers to a transit agency or other government entity with which we may partner in certain jurisdictions to establish and operate the Service. In certain instances, Partner Entity may also refer to a corporation or non-profit organization which procures the Service to establish a transportation network for eligible Members.
“Personal Information” means information that alone or when in combination with other information may be used to readily identify, contact, or locate you, such as: name, address, email address, or phone number. We do not consider Personal Information to include information that has been anonymized so that it does not allow a third party to easily identify a specific individual.
THE SERVICE COLLECTS YOUR INFORMATION
We collect Personal Information when you:
- register to use the Service;
- use the Service; and
- communicate with us.
We also collect information, such as anonymous usage statistics, by using cookies, server logs, and other similar technology as you use the Service.
Two kinds of users may use the Service, Members and Driver Partners. We collect different types of information from these two types of users.
Personal Information Collection – Members. You must register to make a Reservation through the Service. To register, you may need to provide Personal Information, such as your name, phone number, email address, billing address, and credit card information. You may also provide other optional information. If your registration requires the approval of a Partner Entity prior to using the Service, we may collect additional Personal Information related to your eligibility to use the Service. Such Personal Information may include age, disability status and any requested accommodations, residential address or other indicators.
Personal Information Collection – Driver Partners. To register as a Driver Partner, you may need to provide Personal Information such as your name, email address, phone number, date of birth, vehicle information, driver’s license information, insurance information, banking information and social security number (SSN) in the United States or National ID Number in the European Union. This type information is collected from Driver Partners to enable our compliance with local and state laws and regulatory requirements applicable to the Service, compliance with tax laws, and to process payments to Driver Partners. Information collected from Driver Partners may be shared with federal and state tax agencies or local regulators as required by law.
Using the Service. We collect information you post through the Service. For example, when you make a Reservation, the Service will collect the information you provide in such submissions, including any Personal Information. We will also store your transaction history.
Making Payments. When you make payments through the Service, you may need to provide Personal Information to Partner Entities or our third-party service providers, such as your credit card number. We (or our service providers on our behalf) may store this information for your convenience.
Customer Support. We may collect Personal Information through your communications with our customer-support team.
Location and Other Information from Your Mobile Device. We collect and store your location information if you enable your mobile device to send it to us. We may also collect information that identifies the mobile device you are using. Collection of this information improves the provision of the Service. You may opt-out of location-based services at any time by editing the setting at the device level.
Promotions and Co-Branded Services. We or our advertisers and other business partners may conduct or sponsor special contests, sweepstakes, and other promotions (“Promotions”) that users may enter, register for or otherwise participate in through the Service. Certain of these Promotions may be co-branded with one of our advertisers, business partners, charities, sponsors or other third parties (“Third-Party Partners”). Such co-branded services will identify the Third-Party Partner. In these instances, the Third-Party Partner may collect your Personal Information directly on its website or another online service may collect your Personal Information and share it with us and/or the Third-Party Partner. If you enter a Promotion, your Personal Information may be disclosed to Third-Party Partners or the public in connection with the administration of such Promotion, including, in connection with winner selection, prize fulfillment, and publication of a list of winners, as required by law or permitted by the Promotion’s rules.
Information You Provide About a Third Party. If you use our referral program to tell a friend, relative or someone you know about our Service (a “Referred Person”), we will ask you to provide the Referred Person’s name and e-mail address. We will automatically send the Referred Person an e-mail inviting them to try our Service. We may also send a follow-up e-mail or e-mails, at our discretion. If a Referred Person no longer wants to receive communications from us, they can e-mail firstname.lastname@example.org with their request and we will discontinue further communications.
Cookies, Automatic Data Collection, and Related Technologies. The Service and our third party partners collect and store information that is generated automatically as you use it, including your preferences and anonymous usage statistics. When you visit the Service, we and our third-party service providers receive and record information on our server logs from your browser, including your unique device ID, IP address, and from cookies and similar technology. Cookies are small text files placed in visitors’ computer browsers to store their preferences. We may use information collected through these tracking technologies to remember information so that you won’t have to re-enter it on subsequent visits, to provide and monitor the effectiveness of the Service, to provide custom, personalized content including targeted advertising, to automatically update the Service on your mobile devices and for other purposes. Most browsers allow you to block and delete cookies, though depending on your mobile device you may not be able to delete tracking technologies from your device. Deleting or blocking cookies and other tracking technology may cause the Service to not work properly. Although we do our best to honor the privacy preferences of our members, we are not able to respond to Do Not Track signals from your browser at this time. Please see the Online Advertising section below to learn more about how tracking technologies may be used to serve advertising that is relevant to your interests.
By using the Service, you are authorizing us to gather, parse, and retain data related to the provision of the Service.
HOW VIA USES YOUR INFORMATION
We use Personal Information to
- facilitate and improve our services; and
- communicate with you.
We may use aggregate information for any purpose, including for marketing purposes.
Internal and Service-Related Usage. We use information, including Personal Information, for internal and service-related purposes and may provide it to third parties to allow us to facilitate the Service or to provide reporting about the Service to our Partner Entities. We may use and retain any data we collect to provide and improve our services.
Communications. We may send email or text messages to the email address or phone number you provide to us to verify your account and for informational and operational purposes, such as account management, customer service, or system maintenance.
Marketing. We may use information, including Personal Information, to facilitate transmittal of information that may be useful, relevant, valuable, or otherwise of interest to you, and to serve you personalized advertising content that may be relevant to your interests.
Aggregate Data. We may anonymize and aggregate data collected through the Service and use it for any purpose.
VIA MAY DISCLOSE YOUR INFORMATION
We may share your information:
- with our Driver Partners or Members only to facilitate your Rides;
- with Partner Entities;
- with our third-party service providers;
- in the context of a Driver Partner referral;
- with insurance companies, government agencies or law enforcement;
- to comply with legal obligations;
- to protect and defend our rights and property; and
- with your permission.
We do not rent, sell, or share Personal Information about you with other people or nonaffiliated companies for their direct marketing purposes, unless we have your permission.
Driver Partners and Members. When a Member requests a Ride, we may share your first name and last initial and location with a Driver Partner in order to provide the Service. We will not share your e-mail address, phone number or other information with Driver Partners without your permission. With respect to Driver Partners, we may share your name, location and a masked phone number with a Member in order to provide the Service. In connection with a Member’s request to retrieve a lost and found item from a vehicle, we may share your phone number with a Member. Otherwise, we will not share your e-mail address, phone number or other information with Members without your permission.
We Use Vendors and Service Providers. We may share any information we receive with vendors and service providers retained in connection with the provision of the Service. We will share information, including Personal Information, with our third-party transportation providers as necessary to provide the Service. If we transfer Personal Information to a third party, we will take reasonable and appropriate steps to ensure that the third party collects, processes and discloses Personal Information only for limited and specified purposes. Under Via’s Privacy Shield obligations, Via may be liable if such third parties fail to meet those obligations.
Driver Partner Referrals. If you are a Driver Partner who has been referred to Via by another Via Driver Partner, we may share with your referrer certain information relating to your activity during the applicable referral promotion period, if any (such as your status in the Via system and the number of rides you completed during the promotion period).
Marketing. We do not rent, sell, or share Personal Information about you with other people or nonaffiliated companies for their direct marketing purposes, unless we have your permission. We may share or allow access to data collected through tracking technologies to serve you personalized advertising content that may be relevant to your interests. Please see the Online Advertising section below to learn more.
As Required by Law and Similar Disclosures. We may access, preserve, and disclose your Personal Information, other account information, and content if we believe doing so is required or appropriate to: comply with law enforcement requests and legal process, such as a court order or subpoena or to meet national security requirements; respond to your requests; or protect your, our or others’ rights, property, or safety, including the facilitation of insurance claims related to the Service.
Merger, Sale, or Other Asset Transfers. If we are involved in a merger, acquisition, financing due diligence, reorganization, bankruptcy, receivership, sale of company assets, or transition of service to another provider, your information may be sold or transferred as part of such a transaction as permitted by law and/or contract. We cannot control how such entities may use or disclose such information.
We may also disclose your Personal Information with your permission.
SECURITY OF YOUR INFORMATION
By using the Service or providing Personal Information to us, you agree that we may communicate with you electronically regarding security, privacy, and administrative issues relating to your use of the Service. If we learn of a security system’s breach, we may attempt to notify you electronically by posting a notice on the Service or sending an email to you. You may have a legal right to receive this notice in writing. To receive free written notice of a security breach (or to withdraw your consent from receiving electronic notice), please notify us at email@example.com.
We may retain your information for as long as your account is active and for up to six years after you close your account or it becomes inactive, in accordance with our data retention policy. In certain circumstances, we may retain your information for longer periods of time in order to provide you with services, comply with our legal obligations, resolve disputes and enforce our agreements, in accordance with our data retention policy.
We do not knowingly collect information from children under 13 and we do not want it. We will take steps to delete it if we learn we have collected it.
No part of our Service is directed towards children under the age of 13 and we do not knowingly collect, maintain, or use Personal Information from children under the age of 13. If you learn that your child has provided us with Personal Information without your consent, you may alert us at firstname.lastname@example.org. If we learn that we have collected any Personal Information from children under 13, we will promptly take steps to delete such information and terminate the child’s account, in compliance with the Children’s Online Privacy Protection Act (COPPA).
By using the Service, you will transfer data to the United States.
If you are visiting from the European Union or other regions with laws governing data collection and use, please note that you are agreeing to the transfer of your information to the United States and processing globally. By providing your information, you consent to any transfer and processing in accordance with this Policy.
YOUR CHOICES FOR LIMITED USE AND DISCLOSURE OF YOUR DATA
You control your account information and settings. You may update your account information and email-communication preferences at any time by logging into the app and changing your settings under Edit Profile.
Communications. You can stop receiving promotional e-mail communications from us by clicking on the “unsubscribe link” provided in such communications. We make every effort to promptly process all unsubscribe requests. You may not opt-out of Service-related communications (e.g., account verification, texts informing you of where your vehicle is located and the status of your live rides, receipts, reminders, changes/updates to features of the Service, technical and security notices).
ACCESSING, UPDATING, OR DELETING YOUR INFORMATION.
HOW TO RESOLVE COMPLAINTS
Via Transportation, Inc.
160 Varick Street, 4th Floor
New York, New York 10013
If you have an unresolved privacy or data use concern that we have not addressed satisfactorily, please contact our U.S.-based third party dispute resolution provider (free of charge) at https://www.jamsadr.com/file-an-eu-us-privacy-shield-claim. Under certain conditions specified by the Principles, you may also be able to invoke binding arbitration to resolve your complaint.
Via is subject to the investigatory and enforcement powers of the Federal Trade Commission (FTC).