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What can we help you with?

How do I cancel a ride?

You can cancel a ride directly in your app with the "Cancel" button!

Our policy is that for any rides cancelled more than 1 minute after booking Via reserves the right to charge a $1.50 cancellation fee. This is due to the fact that as soon as a request enters the system, the car assigned will be rerouted to accommodate the pick up, so it can end up adding a slight detour to not just the driver but also the existing passengers in the vehicle. However, if a cancellation occurs because the current ETA is more than 5 minutes greater than the original ETA that was quoted at the time of booking, the system will automatically waive the cancellation fee as we understand that in these situations our members need to be able to make the most informed decision about their ride. We are also happy to waive the cancellation fee in the event of an emergency or an unforeseen situation.

How do I book a ride?

Download our free app (available on iPhone and Android), sign up for Via, and book a ride in three super-easy steps:

STEP 1: Move the map until the blue marker is at your desired pick-up location and press "Set Pickup." You can also manually type your address in the search bar and select the correct one from the drop down.

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STEP 2: Move the map until the orange marker is at your desired drop-off location and press "Set Dropoff." You can also manually type your address in the search bar and select the correct one from the drop down. Via will check for available vehicles and connect you with the best vehicle for your ride.

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STEP 3: Review the ride offer in the proposal screen (you may receive several proposals with different ETAs and different ride options). Select the one that works best for you and press "Book This Ride." All the details, including exact pick up location (remember it may not be where you booked) and information on the car picking you up, will then be displayed.

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Sweet! You’ve just booked a Via ride.

Can I book a ride over the phone?

Booking a ride with the Via app is the easiest (and quickest) way to ride. But if you don’t have access to a smartphone, don’t fret! You can call our Live Phone Booking line at 817-784-7382 and a support agent will be happy to help you set up an account or, if you already have an account, get where you need to go.

Where do I wait for my Via?

After you book a ride, the app will display the pick-up location where the vehicle will meet you.

As we are a corner-to-corner service, your actual pick-up spot may differ from where you asked to be picked up. It’s usually the corner closest to the pick-up location you requested, but you may be asked to walk a few blocks. Sometimes, the app will give you the address or business name at your pick-up spot to help you find it. Either way, the exact pick up location will always be displayed in the app.

Make sure you’re at the pick-up 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 us at 817-784-7382, and our Live Support team will help out. Additionally, you can contact the driver partner at any time directly through the app by pressing the small green phone icon located on the right, at the bottom of the screen.

Remember: Via is a community, and you’re sharing your ride with other members. Keeping them waiting results in stink-eyes, and if you’re more than 60 seconds late, the vehicle will just have to leave. It hurts, but 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 pick-up 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 Via will arrive?

After you set your Pickup and Drop-off in the app, we'll give you an estimated time until your Via 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 car arrives, we'll send you another text to let you know!

How much does a ride cost?

Our pricing in Arlington is outlined below:

  • Rides in Arlington cost just $3 per ride.
  • Any +1s in your party also ride at the low rate of just $3.
  • Cancellations and No Shows are charged a $1.50 fee.

You’ll always see the guaranteed flat rate for your ride in your app before you book. Just tap the info button to see the full price breakdown if needed!

Can I request a specific time for my pickup?

Nope. Via operates on-demand only. Just book a ride a few minutes before you need to leave, and we’ll connect you with a vehicle in real-time.

What do Via vehicles look like?

The best way to identify your Via-cle is by checking the license plate number displayed in your app and in the text messages you receive from us. Additionally, our Via-cles carry a Via sign in the window, so you can easily spot them when they pull up.

Just check to make sure the license plate number or Via number matches and you're all set to board!

How do I know which cars are mine?

When you book your Via, we'll list the information about the car coming to pick you up directly in the ride screen. This will include the license plate number, the sign number that the Via will be displaying, as well as the type of car.

When the Via-cle is approaching, we'll send you a quick reminder text with this information (as well as the pick up spot). Once the vehicle has arrived, you'll receive another text and a "Your Via is here" notice in your app.

Via Pro Tip: It's a crowded sea of Via-cles out there, so make sure you check that you're getting into the right car!

What is the ViaPass?

The ViaPass is especially 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 in Arlington

A ViaPass costs $10, and it allows you to take up to four (4) rides per day for a week. This includes rides anywhere in our operating zone- including Downtown Arlington, UTA, the Entertainment District, and the Centreport TRE Station- during Via's operating days and hours.

Some things to remember: 

  • The ViaPass is activated when you take your first ride*
  • Additional fees of $3 per passenger apply for +1s (additional passengers)
  • Cancellations and No Shows are charged at $1.50 each
  • Free and/or discounted rides are limited to a total of 4 per day
  • The ViaPass will expire exactly 7 days from the time of activation
  • The ViaPass is only valid for rides within our Arlington zone. If you’re using Via while in another Via city, you’ll need to buy extra Ride Credit or a local ViaPass.

 

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

Can I buy a Via gift card?

Yes! Via eGift Cards are available for purchase. You can purchase a gift card in increments of $25, $50, $100, or $200 of Via Ride Credit here. Happy gifting!

How old do I have to be to use Via?

Children under the age of 13 may only ride with Via when accompanied by a parent or guardian. Minors between the ages of 13 to 18 may have their own member accounts and ride with Via unaccompanied, but they must have consent from their parent or guardian.

How do I pay for a ride?

Paying for rides is simple - the credit, debit, or pre-paid card you have on file in the app will be automatically charged at the end of each ride. If you’re a frequent rider, the best way to pay for Via is to buy Ride Credit in the app. Before you ride, head to the app "Menu" and "Ride Credit," and select how much you'd like to buy. Each time you take a ride, we'll simply deduct the cost of your ride from your remaining credit. If you have less credit remaining than a full ride fare, we'll deduct any remaining credit and charge the rest of the fare directly to your card on file.

You can also enable our auto-refill feature and ensure your credit is topped up when you're running low! Simply move the toggle at the bottom of the "Ride Credit" page in the app to the ON position. Each time your balance falls below $10, this authorizes the automatic purchase of Ride Credit in the amount of your most recent Ride Credit purchase

Via can accommodate users in Arlington who do not have credit or debit cards by allowing them to purchase a pre-paid debit card from any vendor and using that card within the app.

We also accept Google Pay as payment. You can read about other ways to pay for rides here.






Is tip required?

While tipping is not required, you are welcome to tip directly in your app either during or after your ride. You'll see the option to leave no tip, 15%, 20% or a custom amount.

Additionally, if you have a really great ride please let us know by rating your driver and leaving feedback in the app, or sending us a note about what made him or her great. We take these comments into consideration when determining our Driver of the Week and our weekly Customer Service awards.

Note: The tip will be calculated based on the ride's total cost, minus tolls. For ViaPass riders, the tip will be calculated based on the potential total cost sans subscription. Tips are not taxed. Tips are non refundable.

Can I pay for my Via rides with cash?

If you don’t have a credit card, you can visit a local dollar store or grocery store (for example, the Family Dollar at 500 E. Abram St) to purchase a pre-paid credit card with cash in the dollar amount of your choosing. Note that re-loadable cards, such as the American Express "Serve" are preferable because they can be refilled when empty without requiring the purchase of a new card. Once you have your prepaid card, you can set up an account on your smart phone or by calling Via at 817-784-7382.

How do I check my Ride Credit balance?

To check your ride and purchase history, just head to the app "Menu" and select "Ride Credit." You can also check your ride and credit history under "Menu" - "History."

How do I book for multiple people

Our app currently supports booking a ride for up to 6 people in Arlington. When setting your pickup or drop-off location in the app, just tap the - or + button near the top of the screen to indicate how many people are with you (e.g., if traveling with two friends, choose "+2"). You can also tap the "1 Passenger" tab above the place pins to add riders.

You can read more about pricing for extra riders here.

(Note: our app does not currently support different drop-offs for riders traveling together, so just make sure you're all going to the same place!)

What if I'm late - will my driver wait for me?

Via is a shared service, so to keep things fair to the members already on board, we'll have to keep your car moving. Our drivers will wait 60 seconds, at which point we'll try to get in touch with you, but if after a minute you're not at the car, we'll have to move on and you may be assessed a $1.50 "No Show" fee .

If you're waiting at your pick up location and can't find your car, don't panic! Give your driver a call using the green phone icon in the app, or send a quick text message to our Live Support Team by replying to the text message we sent you about your vehicle's arrival. We'll make sure to get you on board!

Do I have to pay sales tax?

In Arlington, local sales tax does not apply to Via rides.

Can I create a Business Profile?

 

Via offers the option to set up a Personal and a Business Profile. You can set up a Business Profile in the app under Menu - Billing. Simply enter your workplace e-mail address (or your employer's e-mail address) where you would like your Business Profile ride receipts to be sent.

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You will then be able to select a default payment method from the cards you already have on file, or by adding a new payment method (including your employer's corporate card). You'll be able to switch between your Business and Personal profile when booking a ride.Note: When riding under your Business Profile, you will not be able to use your ViaPass, Commuter Benefits card, or any existing Ride Credit. Rides taken under your Business Profile will be charged directly to the default payment method on your Business Profile.

 

 

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We accept credit and debit cards, and Google Pay as a form of payment. We do not accept pre-paid debit cards.

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