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What can we help you with?

How much do rides cost?

Individual rides Via cost $2.50 per rider and are 50% off ($1.25) for reduced fare riders (e.g. seniors 65+ and people with disabilities).

During the first few weeks after launch, promotional pricing will be in effect: $1.00 for rides ($0.50 for seniors 65+ and riders with disabilities), and $7.50 weekly ViaPass for up to 3 rides per day. These price promotions are valid through December 31, 2019.

How do I pay for my rides?

You can pay with a credit or debit card linked to your account, which can be added in your app or added to your account over the phone (385-217-8191).  

    • If you choose to link your credit or debit card in the app, when you create your account you’ll be prompted to input your card number and information. 
    • You can also update your card by going into the left-hand menu in your app and tapping on ‘Payment Methods.’ 
    • Once you’re in ‘Payment Methods’ you can either click on an existing card to update your information or tap on ‘+ Add a new payment method’  to add a new card associated with your account.

You can also pay for a ride using a valid UTA Fare, including UTA Tickets or Passes.  To do so, you can select the ‘UTA Pass/Ticket/Transfer’ option under ‘Payment Methods’ in your app and show your valid UTA Fare to your driver once you’re on board the vehicle.

Cash, tokens, and FAREPAY excluded.

Can I transfer?

Yes. Like standard UTA services, UTA On Demand fares are transferable to and from other modes like TRAX and FrontRunner. Please note that due to the on demand nature of the pilot service, transfers are not allowed between two consecutive UTA On Demand trips.

Doesn't FrontRunner cost more?

That depends. If you're traveling for more than one station then you can buy an upgrade ticket at a ticket vending machine before you board the train. If you're traveling from only one station to the next, then no upgrade ticket is needed.

What is a ViaPass?

The ViaPass is a promotional fare product offered through December 31, 2019. It is specially 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 costs $7.50/week and it allows ViaPass holders to take up to three (3) rides per day during the following hours:

  • Monday-Friday: 6am-9pm

Cancellations and No Shows are charged at $1 each.

Why did I get charged a No Show fee?

A No Show fee is charged when you were 2 or more minutes late to your pickup, as this delays your driver from picking up and dropping off other passengers along the way. The No Show fee in Salt Lake is $1.

Why did I get charged a Cancelation fee?

A Cancelation fee is charged when you canceled your ride after booking, as your driver was already on their way to you and this affected the routing of other riders. The Cancelation fee in Salt Lake is $1.

How can I setup or change my payment method?

Setting up your payment method is easy: 

  • For phone bookings, you can call us at 385-217-8191 to set up your account and include a payment method.
  • For app bookings, once you create an account you will be prompted for your payment method. You can use either a debit or credit card to pay for service.

If you want to change your payment method:

  • Go to your Settings and click Payment Methods. 
  • Click on ‘+ Add a new payment method’ to add one, or
  • Click on your previous payment method to edit your card.

What is the process for getting my senior or ADA discount?

As a discount-eligible rider, you can reach out directly to UTA to receive a code that will permanently unlock discounted pricing for all trips on the Via UTA On-Demand service. You can reach the UTA Customer Service Department at (801) 743-3882.

How can I check how far away my driver is?

If you don’t have the Via app and you book your vehicle over the phone, the booking agent will let you know your driver’s ETA once the ride is confirmed. If you can’t find your driver or want an updated ETA, give us a call at 385-217-8191 and we can help you get in touch with them. 

If you have the Via app, once you’ve requested your ride, you’ll see an image of your vehicle and its current location in the app. The app will also let you know an estimate of how far away the car is from your pickup. You can always go back into the app to see an updated ETA.

I put in the wrong destination. Is it possible for me to change it while on my ride?

Unfortunately, it isn’t possible to change your destination when you’re already on a ride. If you need to change your destination, your driver will have to end your ride and you will have to go back into the app or call us on our booking line to book another ride to the correct destination.

By following routing, drivers ensure the quality of every passenger’s service.

How do I know which vehicle to look for?

In Salt Lake, all vehicles in our service are Mercedes Metris vans as shown below – they all have signage that says Via UTA On-Demand. When you book a ride, whether over the phone or in the Via app, you’ll be notified of your driver’s license plate number.

UTA_Via_Van-CutoutArtboard-1.png

How do I get in contact with my driver if I can’t find them?

Once your driver is nearby, you’ll see a phone icon on your screen with the Driver Partner's name. You can tap on the icon and our app will connect you with your driver to help you find them.

What should I do if my car was in an accident?

Call 911 immediately to report the accident

How many additional riders can be in my party?

You can request a ride for up to 5 additional riders in your vehicle with you. Each additional rider costs $2.50.

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