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What can we help you with?

How do I book a ride?

Download the free Via app (available on iPhone and Android), sign up for Via, and book a ride to or from one of 14 BFT Transit Connections in a few super easy steps. From these Transit Connections, riders can transfer to or from the BFT bus network to reach where they are going. All rides must either begin or terminate at a designated Transit Connection in the same zone the ride is booked in.

STEP 1A [To a Designated Transfer Center]: Move the map until the blue marker is at your desired pickup location, or enter your pickup  and press "Confirm my Location." 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 1B [From a Designated Transfer Center]: Move the map until the blue marker is at your desired pickup location at a Designated Transfer Center and press "Confirm my Location."
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STEP 2: Confirm that you’re booking for the correct number of passengers. With BFT Connect, you can currently book 2 passengers in one ride booking. If you need to increase the passenger count, you can hit the + button to add an additional passenger or the - button to subtract.
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STEP 3A [To a Designated Transfer Center]: Move the map until the orange marker is at your desired Designated Transfer Center in the same zone and press "Set My Destination." We will check for available vehicles and connect you with the best vehicle for your ride.
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STEP 3B [From a Designated Transfer Center]: Move the map until the orange marker is at your desired drop-off location in the same zone and press "Set My Destination." You can also manually type your address in the search bar and select the correct one from the drop down. We will check for available vehicles and connect you with the best vehicle for your ride.
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STEP 4: Review the ride offer in the proposal screen (you may receive several proposals with different ETAs). Select the one that works best for you and press "Book This Ride." All the details, including exact pick up location and information on the car picking you up, will then be displayed.
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Don't have a smartphone? Call BFT Connect live support at 509-204-4189 to book a ride over the phone. Please be prepared to provide the phone number tied to your account, your pick up address, and your drop off address.

What are the points of interest in the app?

Every ride must originate or end at one of the pre-populated, designated BFT Transit Center or Essential Service Location. Select them to easily choose where you need to go to or from!

Where do I wait for my ride?

After you book a ride, the app will display the pickup location where the vehicle will meet you. BFT Connect is a corner-to-corner service, so we’ll pick you up and drop you off at a nearby corner! When arriving or departing a designated BFT Transit Center, look for the sign that indicates your pickup or drop off location. Each designated BFT Transit Center will have an easy to find location

Make sure you’re at the pickup 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 our Live Support team at 509-204-4189 - we can always help! 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. Your phone number will always be masked before you are connected with the driver. 

Remember: BFT Connect is a community, and you’re sharing your ride with other members. Keeping them waiting results in delays for the whole community, and if you’re more than 2 minutes late, the vehicle will have to leave. 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 pickup 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 vehicle will arrive?

After you set your Pickup and Dropoff in the app, we'll give you an estimated time until your vehicle 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 ride arrives, we'll send you another text to let you know!

How much does a ride cost?

All rides are currently free to help the Tri-Cities community reach essential services & designated Transit Connections.

Can I bring my friends and family with me in a BFT Connect vehicle?

For the safety of you and drivers, BFT Connect vehicles can accommodate up to 2 passengers at a time. To add an additional person to your ride, simply press the + and - signs using your pick up pin.

What do BFT Connect vehicles look like?

The best way to identify your vehicle is by checking the license plate number displayed in your app and in the text messages you receive from us. Additionally, our vehicles have the Ben Franklin Transit (BFT) and Via logos 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 vehicle, 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 make and model of car.

When the vehicle 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 BFT Connect is here" notice in your app.

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 509-204-4189 and an agent will assist you.

How do I cancel a ride?

After a ride has been booked, you can cancel it by selecting the "Cancel Ride" option, at the bottom of your phone screen.

Please note that sometimes the "Cancel Ride" button will be hidden on the screen in order to give you more space to view the map. You can find the button again by pressing the grey line on the bottom of your screen just above the vehicle license plate number and description.

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

Wheelchair accessible vehicles will be available in the BFT Connect service starting in early May. Please call our live support number at 509-204-4189 for assistance.

How do I use my ride credit?

You can always select the “Ride Credit” menu option to see how much value you still have in your account or you can ask one of our Live Support Agents when booking.

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