What safety protocols has Via implemented?
At Via, we're more focused than ever on making your next ride as safe and worry-free as possible. Here are a few of the important safety measures we’ve put in place:
Capacity is key: We're limiting vehicle capacity in accordance with local guidelines.
Mask up: We ask that riders and drivers wear a mask or face covering while on board.
Squeaky clean: We’re making EPA-approved cleaning supplies available to drivers for frequent wipedowns of the entire interior, with extra focus on surfaces we all touch. We’re also helping install plastic partitions between drivers and riders.
Feeling good: Before you book, confirm you’re not exhibiting COVID-19 like symptoms with our in-app Wellness Check. Our drivers all do the same.
Do I have to wear a mask to take a Via?
Masks aren't required but highly encouraged, so think of your mask as your favorite new accessory, the one you can’t leave the house without.
Are shared rides available in my city?
Rides are shared, but we limit vehicle capacity in accordance with local guidelines to ensure there will be plenty of space available between you and other passengers.
How can I report concerns about COVID-19 protocol in my ride?
We're listening. If you have pressing concerns during your ride, reach out to our support agents in the app using Live Chat. For more general questions or concerns, email us at firstname.lastname@example.org or leave feedback after your ride. Our team is trained and ready to help.
What's Via's policy regarding in-vehicle partitions?
We've installed partitions between the driver and passengers in all vehicles.
How is Via handling contact tracing?
How can I contact Birmingham On-Demand?
Please contact us during live service hours from Monday-Friday from 6am-8pm CT and Saturday from 10am-8pm CT at 205-236-0768 or by email at email@example.com.
What is Birmingham On-Demand?
Birmingham On-Demand is an on-demand transit system service in Birmingham, Alabama that takes multiple passengers heading in the same direction and books them into a shared vehicle. Think of Birmingham On-Demand as a bus that’s smart enough to come when you want it and where you want it. Using the Via app for iPhone or Android, you can select your pick up and drop off, and we’ll do the rest. You can also call 205-236-0768 and a member of our team can book a ride on your behalf.
When and where does Birmingham On-Demand operate?
We operate Monday-Friday from 6am-8pm CT and Saturday from 10am-8pm CT.
The service zone is illustrated in the map below:
Who is driving my Birmingham On-Demand 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 background checks before driving on the Birmingham On-Demand platform.
But the necessary insurance and licensing are no-brainers. We expect more! We want all Birmingham On-Demand 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 Birmingham On-Demand.
What platform(s) is the app available on?
Download the Via app to access Birmingham On-Demand. The Via 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 vehicle picking you up! Capacities range from 4-6 passengers per vehicle.
Do I qualify for the service?
Birmingham On-Demand is open to all residents, commuters, and students in Birmingham. Children under the age of 13 must be accompanied by a parent or guardian to ride with Birmingham On-Demand. Minors between the ages of 13 and 18 can have their own member accounts and ride with Birmingham On-Demand unaccompanied, but they must have consent from their parent or guardian.
Do I qualify for a discount?
If you refer a friend, you will receive $3 in ride credit (2 free rides) once your friend takes their first ride!
How do I get the 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, or prepaid card.
Step 4: If you have a promo code, please open the app and click Via in the top left corner:
Step 5: Once you open up the menu, click "Promo Codes"
Step 6: Enter your promo code and click "Done".
If you do not have a smartphone, please call 205-236-0768 and one of our member service representatives can help you create an account.
How do I book a ride?
Download the free Via 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 pickup location, or enter your pickup 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 your booking for the correct number of passengers. With Birmingham On-Demand, 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. We 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 Birmingham On-Demand live support at 205-236-0768 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!
Where do I wait for my ride?
After you book a ride, the app will display the pickup location where the vehicle will meet you. Birmingham On-Demand is a corner-to-corner service, so we’ll pick you up and drop you off at a nearby corner!
Make sure you’re at the pickup 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 205-236-0768 - we can always help! 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: Birmingham On-Demand 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 have to leave. 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 pickup 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 vehicle will arrive?
After you set your pickup and dropoff locations in the app, we'll give you an estimated time until your vehicle 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 $1.50 per person. Weekly passes are $14, which gives you 4 rides per day! Monthly passes are $54, which also gives you 4 rides per day, no matter where in the service zone you go!
Can I bring my friends and family with me in a Birmingham On-Demand vehicle?
Yes! Vehicles can accommodate up to 6 passengers at a time. To add an additional person(s) to your ride, simply press the + and - signs using your pick up pin. Each additional passenger is $0.75 each!
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 vehicle?
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!
Why is my place-pin in the middle of the ocean?
We’re not quite ready to pilot Birmingham On-Demand’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 205-236-0768, 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 at 205-236-0768 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 Birmingham On-Demand vehicle?
Children are welcome in Birmingham On-Demand vehicles! 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 vehicle. 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 vehicles clean and fresh and avoid bringing food and drink in our cars.
If spills occur, we'll have to charge you a cleaning fee!
Can I bring luggage/personal items in my vehicle?
Your vehicle is a shared space, and as such we ask everyone to limit any personal items to a single piece of luggage or a reasonably sized bag. Think of it this way - if the passenger who showed up before you had the same sized item and the car was at full capacity, would your item fit as well? If the answer is no, then we can't guarantee we'll be able to take you and your bag on board.
If you are travelling with very large medical equipment, please let one of our Live Support Team members know during the time of booking. We can accommodate almost all medical devices and walkers, but let us know if it’s anything extremely large or sensitive!
If your instrument is the size of a piece of hand luggage that you might keep under your seat on an airplane (think, the size of a purse or a briefcase, a viola, violin or clarinet) then you may keep it with you in the vehicle provided that it doesn’t impede the driver partner or infringe on the personal space of other passengers. If you have a larger instrument, like a cello or a saxophone or a guitar, then the above luggage policy applies and the driver partner will try to accommodate it on a space-available basis.
Can I use my phone while in a Birmingham On-Demand vehicle?
Please be considerate of other members in your vehicle and limit phone calls to quick logistics and emergencies during shared rides.