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What can we help you with?

Can I ride with my pet?

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

The Four Rules of Via

Since Via is a shared service we ask all members to obey our Four Simple Rules.






 


Be ready and waiting
Get to your pickup corner before your Via-cle arrives.





 


Avoid phone calls
Limit phone calls to emergencies or quick logistics during shared rides.




 



Don't eat or drink
Help us keep the Via-cles clean.





 



Be Considerate
Treat your fellow members and drivers with respect.

Can I smoke or use an electronic cigarette in my Via?

Smoking of any kind is prohibited in your Via-cle. 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 Via-cles 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 my child ride with Via?

Children are welcome in Via-cles! We strongly encourage all parents to bring a car seat or booster seat where appropriate, as driver partners are required to transport infants in a carseat. Via driver partners will not provide car seats or booster seats. 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 Via deliver a package for me?

Via driver partners are not able to transport any unaccompanied packages for our members. We'll need you to accompany any packages, luggage or belongings that want to take a joy ride in a Via! 
 

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 bring luggage/personal items in my Via?

Your Via 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.

Musical Instruments:
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. If you require that the large instrument sit next to you, we suggest booking a private ride, subject to the driver partner's ability to accommodate the instrument safely in the cabin of the car.

Note: If you're heading to or from the airport and have larger pieces of luggage, you can send us a text by replying to your ride confirmation once you book your ride, and we can double check that your driver partner is able to accommodate. If you require guaranteed luggage space, we suggest booking a private ride.

Can I use my phone while in Via?

While we at Via HQ love you and can’t believe your mom (or boss, or roomie, or whoever) did that crazy thing either, please remember your fellow riders might not be as interested in your phone conversations.Please be considerate of other members in your Via-cle and limit phone calls to quick logistics and emergencies during shared rides.

If you need to make a longer phone call, we suggest booking a private ride.

Can I book a Via to myself?

At Via we're all about sharing!

By booking a ride with us, you accept that you are willing and able to share your ride with other passengers. Booking a ride for additional passengers who are not accompanying you on a ride is a definite no-no.

If you wish to ride by yourself, please book a private ride.

Are weapons prohibited in my Via?

Via has a strict "No Weapons" policy. This means that if any driver partner or member possesses a weapon in a Via (including a firearm, a knife or another type of weapon), regardless of whether possession of such a weapon is legal or whether they have a lawful permit for that weapon, they will be removed from the service.

Help us make our shared community safer for all members and driver partners by refraining from bringing weapons of any kind when you ride with Via.

Via reserves sole judgment on what constitutes a "weapon." If you observed a weapon in a Via, please contact us here immediately.

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, or email us here to report the issue.

If you believe you have been a victim of Sexual Harassment in Chicago, don’t ignore it - take action!

Call the Chicago Commission on Human Relations at (312) 744-4111, or stop by our offices at 740 N. Sedgwick, 4th floor for information about filing a complaint. You may also visit our website at www.cityofchicago.org/humanrelations, our Facebook page or email us at cchr@cityofchicago.org.

Anti-Discrimination Policy

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, reply to the text message confirmation of your ride, or email us here

Chicago TNP Policies

Some Via trips in Chicago are Transportation Network Provider (TNP) trips. TNPs facilitate rides between passengers and private drivers using their own personal vehicles. Each TNP is required to maintain an insurance policy providing a minimum of $1,000,000 per-incident coverage for accidents involving vehicles and drivers while they are providing TNP services.

To report a concern or problem with a TNP trip, you can email Via Support or reply to your receipt. You may also register a complaint or concern with the City of Chicago by calling 311 (local) or 312-744-5000 (non-local), or by emailing BACPPV@cityofchicago.org

 

Chicago TNP Insurance Certificates are displayed below.

Accessible Vehicle Dispatch

"Access" mode in the Via app

The Via app allows passengers who require wheelchair accessible vehicles to enable "Access" mode. When "Access" mode is enabled, vehicles that are specially outfitted to accommodate wheelchairs will be dispatched in lieu of a standard Via vehicle.

In markets where those vehicles are not yet available, information regarding local services will be sent directly to the passenger when "Access" mode is enabled.


To enter "Access" mode:
1. Tap on your menu, then tap "Promo Codes"
2. Enter code "AccessCHI"

Support

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