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What can we help you with?

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.

Don't have a smartphone? Call Via live support at 206-258-7739 to book a ride over the phone.

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. If you are booking a ride from a light rail station in your zone, please follow signs from the station to the designated Via pickup area. For pickups for rides going to light rail stations, you may be asked to walk a short distance to your pickup location. 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.

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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 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 blue 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 2 minutes 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?

All riders ride for flat rates.

Rides are $2.75 or your standard Metro bus fare.

Can I request a specific time for my pick up?

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 have the Via logo on them, so you can easily spot them when they pull up. Just check to make sure the license plate number matches and you're all set to board!

How do I know which car is 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 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.

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.

I don't speak English. Is there someone I can talk to to call and book a ride or create my account?

Via offers live translation services. If you would like to book a ride, create an account over the phone, or call our live customer support line, please call our live support number at 206-258-7739 and we will connect you with the appropriate live translator to help assist you.

I don't have a smartphone. Can I still create an account?

Yes, you can create an account over the phone. Please call our live support number at 206-258-7739 and an agent will help you create an account.

I am a wheelchair passenger. Do you have vehicles that can accommodate me?

Yes! If you need a wheelchair accessible vehicle, please make sure to toggle on the "Mobility Assistance" option in your account profile. You will then be matched with a wheelchair accessible vehicle for your ride.

Support

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