How can I contact RIDE?
Please contact us at 252-595-5357 or by email at firstname.lastname@example.org.
What is RIDE?
RIDE powered by Via is an on-demand, dynamically routed, mobile-app powered shuttle service in partnership with the City of Wilson. The service is open to all Wilsonians and replaces a previously existing fixed line bus. Riders can request pickups and dropoffs to and from any locations within the service area. 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 252-595-5357 and a member of our team can book a ride on your behalf.
When and where does RIDE operate?
RIDE operates 7am-6pm Monday through Saturday.
The service zone is illustrated in the map below:
Who is driving my 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 Via platform.
But the necessary insurance and licensing are no-brainers. We expect more! We want all RIDE 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 RIDE.
What platform(s) is the app available on?
Download the Via app to access the service. 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! At the time of launch and until otherwise communicated, vehicles and bookings will be limited to a capacity of 4 riders so that no one is sitting up front in the driver cabin.
Do I qualify for the service?
RIDE is open to all Wilsonians. Anyone over the age of 18, or 13 with parental consent, can download the app and book a RIDE to any location within the zone!
How do I get the app?
To access RIDE, download the Via app! The Via app is currently available for iPhone and Android devices. You can download the app here for iPhone and here for Android. The app is available in the App Store and Google Play Store.
If you do not have a smartphone, please call 252-595-5357 and one of our Member Service representatives can help you set up an account.
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 personal 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. If you do not have a credit or debit card to add to your account, you may click “Skip” in the top right corner.
To accommodate all unbanked riders while minimizing physical onboard interactions associated with cash payment, RIDE can also be accessed with a prepaid debit card. In addition, RIDE credit can be purchased with cash at the Customer Service Center at 208 Nash Street and at the Inspections Window at 112 Goldsboro Street E.
At these locations, you can exchange cash for discounted RIDE credit (i.e. $6 of RIDE credit costs only $5 cash). The RIDE credit will be supplied in the form of a unique promo code. For app users, the code should be applied in the promo code section of the app. For non-app users, call support at 252-595-5357 to have the code applied. Then, once you’ve spent all your RIDE credit by taking trips with us, you’ll need to return to one of these locations to purchase more.
How do I book a RIDE?
Download the free Via app (available on iPhone and Android), sign up for Via, and book a RIDE to or from any location in the service zone in a few super easy steps.
STEP 1 [Setting Pick Up]: Move the map until the blue marker is at your desired pickup location, or enter your pickup address 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.
STEP 2 [Setting Drop Off]: Move the map until the orange marker is at your desired drop off location and press "Set My Destination." We will check for available vehicles and connect you with the best vehicle for your RIDE.
STEP 3 [Booking RIDE]: 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 252-595-5357 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?
These are locations Via believes will be popular origins and destinations for RIDEs. Select them to easily choose where you need to go to or from!
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. Via 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 252-595-5357 - 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. Your phone number will always be masked before you are connected with the driver.
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 have to leave.
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 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?
Standard RIDEs will be $1.50. Cardholders of Wilson Transit Disabled and Senior IDs must call support at 252-595-5357 to have existing transit discounts applied to their accounts.
Can I bring my friends and family with me in a RIDE?
Yes! +1s will each cost $1.00 instead of the standard $1.50. Children under 8 years old ride free, but be sure to count them in your total passenger number at booking!
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 email@example.com, 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 RIDE’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 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 252-595-5357, 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 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 folks 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 may have to charge you a cleaning 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.
Can I use my phone while on a Ride?
Please be considerate of other members in your vehicle and limit phone calls to quick logistics and emergencies during shared RIDEs.
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.