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What can we help you with?

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 Los Angeles

A ViaPass costs $5, and it allows you to take up to 4 rides a day for a week. This includes rides anywhere within the Via service zones to or from participating Metro stations - El Monte, Artesia, and North Hollywood - during Via's operating days and hours.

Some things to remember: 

  • • The ViaPass is activated when you take your first ride*
  • • Additional fees of $1 per passenger apply for +1s (additional passengers)
  • • Cancellations and No Shows are charged at $1 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 Los Angeles zones. 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.

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. Please note: All rides must be to or from a Metro stop within our zone, so you may see the zone shrink if you're booking a ride to the Metro station to ensure that you book correctly!

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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 of 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 (619) 731-0710 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 Metro station in your zone, please look for signs for the designated Via pickup area. For pickups for rides going to Metro 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 - if you are traveling TO a Metro station - 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 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 pick up 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.


Registered Metro LIFE participants ride for free.
TAP card holders pay $1.75 per ride.
All other rides are $3.75.

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 sport a magnet on the side, 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 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 "Wheelchair Accessible" option in your account profile. You will then be matched with a wheelchair accessible vehicle for your ride.

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Where can I enter my TAP card information?

When you sign up for a Via account, you can enter in your TAP card information by hitting the "Redeem your promo code>>" line below where you enter your payment information when signing up. 

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After you have signed up, you can still enter your TAP card number in the "Promo Code" section of the app.

 

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Support

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