Niagara

Niagara, Ont

What can we help you with?

How can I contact NRT OnDemand?

Please contact us during live service hours, Mon-Sat from 7am-10pm, at  +1 (289) 302-2172 or by email at support-niagara@ridewithvia.com.

What is NRT OnDemand?

NRT OnDemand is an on-demand, dynamically routed, mobile-app powered shuttle service in partnership with Niagara Region Transit. The service is open to all residents, workers, and visitors of the Niagara Region. Riders can request pickups and dropoffs anywhere in the distinct service areas. Using the NRT OnDemand app for iPhone or Android, you can select your pick up and drop off, and we’ll do the rest. You can also call +1 (289) 302-2172 and a member of our team can book a ride on your behalf.

When and where does NRT OnDemand operate?

Region Hours of Operation
West Niagara 7am to 10pm Monday-Saturday
Niagara on the Lake 7am to 7pm Monday-Saturday

The service zones are illustrated in the maps below

West Niagara

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Niagara on the Lake

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Who is driving my NRT OnDemand?

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 NRT OnDemand platform.

But the necessary insurance and licensing are no-brainers. We expect more! We want all NRT OnDemand Driver Partners 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 NRT OnDemand.

What platform(s) is the app available on?

Download the NRT OnDemand app to access the service. The NRT OnDemand 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!

Do I qualify for the service?

NRT OnDemand is open to all residents, commuters, and students in the Niagara Region. Children under the age of 13 must be accompanied by a parent or guardian to ride with NRT OnDemand. Minors between the ages of 13 and 18 can have their own member accounts and ride with NRT OnDemand unaccompanied, but they must have consent from their parent or guardian.

Do I qualify for a discount?

NRT OnDemand is an extension of public transit. Therefore, discounted riders on regular transit are also discounted on this service. Here is a list of these categories and how it applies to you:

- University Students that hold a valid U-Pass ride at no cost with NRT OnDemand.
- Senior and High School/Elementary students have a $1 discount in regional trips. 

- Children under the age of 5 ride for free

How do I get the app?

To access this service, download the NRT OnDemand app! The NRT OnDemand 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.

How do I create an account with NRT OnDemand?

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. 

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Step Two: Enter the requested information on the first page of this screen. You can even add a photo if you like!

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Step Three: Click Next to move to the second page. Select your billing method.

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You can sign up with a debit/credit card, prepaid card or with Google/Apple Pay. If you are a university student with an eligible U-Pass you can select this as your desired payment method. If you are transferring from transit to an NRT OnDemand van you can use a transfer pass to pay for your NRT OnDemand ride. Remember to ask your bus driver to give you an eligible transit pass before you hop off the bus. NRT OnDemand drivers will be checking once you board a van.

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If you have one, click on “Redeem your promo code”

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Enter promo code

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If you do not have a smartphone, please call +1 (289) 302-2172 and one of our member service representatives can help.

What is the NRT OnDemand Pass?

The NRT OnDemand Pass is especially designed for our most loyal commuters and makes NRT OnDemand more affordable than ever. To purchase a pass, just open your app "Menu" and head to the section labeled "NRT OnDemand Pass."

This page will open and you will see the four different pass options available:

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A closer look at these passes:

  • 10-Ride Local Pass: 10 free local rides. A local ride is defined by a trip that doesn’t cross a municipal boundary. If you decide to take a regional trip that crosses municipal boundaries with a 10-Ride Local Pass you will pay $3 for the price difference between local and regional trips. 
  • 10-Ride Regional Pass: 10 free rides to anywhere within the NRT OnDemand Service Zone. 
  • Monthly Local Pass: Free local rides for one month. A local ride is defined by a trip that doesn’t cross a municipal boundary. If you decide to take a regional trip that crosses municipal boundaries with a Monthly Local Pass you will pay $3 for the price difference between local and regional trips. 
  • Monthly Regional Pass: Ride for free for one month. You get unlimited rides anywhere you want within the NRT OnDemand service zone.

Some things to remember:

The NRT OnDemand Pass is activated when you take your first ride

Additional fees apply for +1s (additional passengers)

Cancellations and No Shows are charged at $1.5 each

 

**Terms & Conditions: The NRT OnDemand Pass is activated at the time you take your first ride, not at time of purchase, except when an election has been made to auto-renew a NRT OnDemand Pass, in which case activation of the new NRT OnDemand Pass will occur at the time of the expiration of the previously purchased pass. Each NRT OnDemand Pass expires at the end of the stated validity period, to the minute of the activation time. Each individually purchased pass is limited to a single user, account, and device (i.e., multiple people cannot share a single pass). NRT OnDemand Pass holders are prohibited from booking a ride on behalf of another person or party, and must be present in all bookings made with their NRT OnDemand Pass. NRT OnDemand reserves the right to deactivate any pass it determines to be used in violation of these terms, with immediate effect, and without refunds. An NRT OnDemand Pass holder may book rides for his or her +1's, though additional fees apply. The NRT OnDemand Pass cannot be combined with other offers or promotions. Charges for cancellations and no-show fees will apply. Available while supplies last. NRT OnDemand reserves the right to cancel this offer or modify its terms at any time. NRT OnDemand does not guarantee the availability of rides.

Reminder:  Your NRT OnDemand Pass will auto-renew by default. Once you've purchased a pass, you can adjust this by heading to "Menu" - "NRT OnDemand Pass" and clicking the small green arrow at the bottom of the screen that says “Auto renew is activated.” You can then turn auto-renew on or off for the NRT OnDemand Pass.

How do I book a ride?

Download the free NRT OnDemand app (available on iPhone and Android), sign up for NRT OnDemand, and book a ride!

STEP 1: Move the map until the green 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 dropdown.

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STEP 2: Confirm that you’re booking for the correct number of passengers. With NRT OnDemand, 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.

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STEP 3: Select the type of passengers that you want as your +1.

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STEP 4: You can tap on the POI to confirm that this is the specific destination that you are heading to. 

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STEP 5: Move the map until the gray 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.

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STEP 6: 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 pickup location and information on the car picking you up, will then be displayed.

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Don't have a smartphone? Call NRT  OnDemand live support at +1(289) 302-2172 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 NRT OnDemand app. Select them to navigate quickly to the locations that interest you!

West Niagara

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Niagara on the Lake

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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. NRT OnDemand is a door-to-door service in West Niagara, so we’ll pick you up and drop you off where you place your pickup and dropoff location.

In Niagara on the Lake, NRT OnDemand is a corner-to-corner service. After you book a ride, the app will display the pickup location where the vehicle will meet you -  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  +1(289) 302-2172  - 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: NRT OnDemand 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 4 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 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?

A ride costs $3 if you are making a local trip that does not cross a municipal boundary. If you are making a regional trip that crosses municipal boundaries, that trip is going to be $6.

We have discounted rates for eligible senior and student riders, you will need a promo code to unlock these rates. Please contact Niagara Region Transit to get this promo code from them.

Local: 905-980-6000 ext. 3550

Toll-free: 1-800-263-7215 ext. 3550

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 support-niagara@ridewithvia.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 NRT OnDemand 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 NRT OnDemand app on your phone (Settings - Privacy - Location Services), and that should bring you back to dry land!

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 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 +1 (289) 302-2172, 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 out the situation!

What insurance does the company have?

River North Transit, LLC, a wholly-owned subsidiary of Via Transportation, Inc., is a licensed transportation network company in the Niagara Region and maintains commercial automobile insurance coverage in line with Niagara By-law No. 2018-75. When a driver partner is logged into the Via Platform and is waiting to be assigned a rider, the driver partner's personal auto insurance policy is primary. River North provides contingent auto liability insurance on the driver partner's behalf to the extent they do not maintain it at the statutory limits. When the driver partner is en route to a pickup or currently providing a trip on the Via Platform, River North provides primary automobile liability insurance at the statutory limits.

If you need to submit an auto insurance claim, you may use the below policy and claims filing information. We encourage you to contact us at support-niagara@ridewithvia.com if you have any questions!

Insurance Company: The Hartford Canada
Phone Number: 1-800-327-3636
Policy #: 91 YR2 134007
Company Name: River North Transit, LLC

Can I ride with my pet?

Licensed service animals are welcome to ride in vehicles without restrictions. Other dogs and cats must be in an airline-approved carrier in order to ride.

Can my child ride in NRT OnDemand vehicle?

Children are welcome in NRT OnDemand 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!

What is the no show fee on my account?

NRT OnDemand is a shared service, so to keep things fair to the members already on board, our Driver Partners will wait about 4 minutes for each rider. At that point, we'll try to get in touch with you, but if after 4 minutes you're not at the vehicle, we'll have to move on and you may be assessed a $1.50 "No Show" fee.

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