Skip to Content
Search

FAQs

I need to contact Via

You can contact Via's Live Support call center during service hours at +1 833-917-0697 or by email at losangelesriders@ridewithvia.com . Via's service hours are Monday-Friday, 6am-8pm.

About Via

What is Via?

Via is an on-demand ride-hailing service that takes multiple passengers heading in the same direction and books them into a shared vehicle. You can book a ride using Via’s app for iPhone or Android or by calling Via’s call center at +1 833-917-0697.

LA Metro has partnered with Via to provide rides to or from Metro stations within Via's zones of operations. Via is a corner-to-corner service. A driver will pick you up at a Metro station and then drop you off within a couple blocks of your requested destination, and vice versa. This helps Via ensure that even with multiple pickups, trip times are comparable to a taxi.

When and where does Via operate?

Via currently operates in Los Angeles Monday to Friday, 6am to 8pm, providing trips to or from the El Monte, Artesia, or North Hollywood Metro stations within the Via service zones.

North Hollywood/Burbank:

El Monte:

Artesia:

Who is driving my Via?

Metro and Via take safety very seriously. When you book a ride, Via connects you with a vehicle operated by a trained and experienced driver who is covered by the required insurance and has undergone pre-employment drug tests.

What platform(s) is the Via app available on?

Via’s app is available for both iPhone and Android. It’s free to download. You can also create an account and request a ride through Via’s Live Support call center at +1 833-917-0697.

How many people will I share with?

The number of passengers you will share a ride with varies depending on who’s headed in the same direction at the same time and the make and model of the vehicle picking you up. Capacities range from 3-6 passengers per vehicle.

Getting Started

I don't speak English. Is there someone I can speak with to 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 contact Via's live customer support, please call Via at +1 833-917-0697 and Via will connect you with the appropriate 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 Via's Live Support number at +1 833-917-0697 and Via will connect you with their PCI certified agents who will be able to take your credit, debit, or pre-paid card information over the phone and set up your account.

How do I get the Via app ?

The Via app is currently available for iPhone and Android devices.

How do I create a Via account ?

Refer to Via’s Help Center here for a step-by-step guide on how to create a Via account.

Why does Via need my card number ?

When you sign up for Via, they ask you for a credit card, debit card, or pre-paid card. You can use any credit/debit/pre-paid card to pay for Via. Each time you take a ride or purchase Ride Credit, payment is simple and seamless – Via automatically charges your card on file.

The best way to pay for Via is to buy Ride Credit in the app. Before you ride, go to the Menu screen in your app, choose "Ride Credit," and select how much you'd like to buy. Each time you take a ride, Via will simply deduct the cost of your ride from your remaining credit. If you ever run low on credit, Via will deduct any remaining credit and charge the card on file directly for the remainder of your ride.

Riding with Via

How do I book a ride ?

Refer to Via’s Help Center here for a step-by-step guide on how to book a ride.

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.

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 Via will 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 does not make for a good customer experience, and if you’re more than 60 seconds late, the vehicle will just have to leave.

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, Via will give you an estimated time until your Via arrives. When your car is 2 minutes away, Via will send you a text message to let you know that your ride is getting close. When your car arrives, Via will send you another text to let you know!

How much does a ride cost ?

Currently, Via is running an extended promotion where all rides are free!

When the promotion is over, the following rates will apply:

  • All riders ride for flat rates.
  • Registered Metro LIFE (Metro's Low Income Fare Program) participants ride for free.
  • TAP card holders pay $1.75 per ride.
  • All other rides are $3.75.

How do I become a LIFE (Low Income Fare Is Easy) participant ?

To find out If you are eligible to join Metro's LIFE (Low Income Fare Is Easy) Program and/or to register to join the LIFE Program, call the LIFE hotline number at (213) 922-2378 or email lifeinfo@metro.net.

Can I request a specific time for my pick up ?

No. Via operates on-demand only. Just book a ride a few minutes before you need to leave, and Via will 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 Via. 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 ride, Via will 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, Via will send you a quick reminder text with this information (as well as the pickup 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, make sure to toggle on the “Wheelchair Accessible” option under your account profile. You will then be matched with a wheelchair accessible vehicle for your ride.

Where can I enter my TAP card information to qualify for $1.75 rides ?

Refer to Via’s Help Center here for a step-by-step guide on how to enter your TAP card information.

My driver was great! How can I thank them ?

If you had a great experience with a driver, please let us know by filling out the feedback screen after your ride.

How do I retrieve something left in a Via ?

As soon as you realize an item is missing, please let Via know by e-mailing them at losangelesriders@ridewithvia.com, and they will put you in touch with your driver to track it down! Please note, unclaimed items will be donated after 30 days.

How do I reset my password ?

Refer to Via’s Help Center here for a step-by-step guide on how to change your account password.

I'm not receiving my temporary password. What do I do ?

Please email Via at losangelesriders@ridewithvia.com and they can reset your password for you manually.

Why is my place-pin in the middle of the ocean ?

Please make sure that Location Services are enabled for the Via app on your phone (Settings - Privacy - Location Services), and that should bring you back to dry land STAT!

Can I change my destination once I’m in the car ?

While Via aims to please on every ride, in the event that a change would delay another passenger in the car or awaiting pick up, Via can't accommodate requests for changes to drop-offs. You can always shoot Via a text mid-ride, and they will certainly try their best to accommodate your situation. If you haven't gotten on board yet, just cancel the ride and re-book with the new destination!

Where can I see my past rides and purchases ?

You can view any past rides and purchases right in your app under ‘Menu’ – ‘History.’

My driver left without me! ?

Oh no - we're sorry we didn't get you on board!

If you were marked as a ‘No Show’ and you still need a ride, please re-book directly in Via’s app, and send an email to losangelesriders@ridewithvia.com so Via can look into what went wrong.

If your app is indicating that you were picked up, please text Via’s Live Support Team directly by replying to any message Via has sent you, so that Via can cancel that ride and make sure you are able to re-book.

Via Policies

Can I ride with my pet ?

Licensed service animals are welcome to ride in Via-cles without restrictions. Other dogs and cats must be in an airline-approved carrier in order to ride with Via.

Can my child ride with Via ?

Children are welcome in Via-cles! Via and Metro strongly encourage all parents to bring a car seat or booster seat where appropriate. Please note that all children, regardless of age, must be marked as an additional passenger when booking your ride. This requirement is due to vehicle capacity restrictions based on number of passengers.

Please note, each rider must be at least 13 years old to ride alone in a Via.

Can I smoke or use an electronic cigarette in my Via ?

Smoking of any kind is prohibited in your Via-cle. This includes e-cigarettes, vaporizers, or "smokeless" cigarettes.

Can I eat in the vehicle ?

Please help Via keep Via-cles clean and fresh and avoid bringing food and drink in our cars.

If spills occur, Via will have to charge you a cleaning fee!

I was charged a cleaning/damage fee - what is this ?

Via's driver partners work hard to maintain their vehicles and take pride in their upkeep and cleanliness. In the event that the interior or exterior of the vehicle is damaged or dirtied as a result of intentional or negligent acts such as aggressive slamming of doors, vomiting, or pet accidents, a fee may be assessed and charged when applicable.

The exact amount charged will depend on the extent of the damage up to $250. Via will always notify members when such a charge is necessary.

Can I use my phone while in a Via ?

Please be considerate of other members in your Via-cle and limit phone calls to quick logistics and emergencies during shared rides.

Can I bring luggage/personal items in my Via ?

Your Via is a shared space, and as such Via asks everyone to limit any personal items to a single piece of luggage or a reasonably sized bag. Think of it this way - if the passenger who showed up before you had the same sized item and the car was at full capacity, would your item fit as well? If the answer is no, then Via can't guarantee they will be able to take you and your bag on board.

Can I ride with my musical instrument ?

If your instrument is the size of a piece of hand luggage that you might keep under your seat on an airplane (think, the size of a purse or a briefcase, a viola, violin or clarinet) then you may keep it with you in the vehicle provided that it doesn’t impede the driver partner or infringe on the personal space of other passengers. If you have a larger instrument, like a cello or a saxophone or a guitar, then the above luggage policy applies and the driver partner will try to accommodate it on a space available basis.

Zero Tolerance Policy

Via has a strict Zero Tolerance policy. Via does not tolerate the use of drugs or alcohol by drivers on the Via service platform, nor does Via tolerate inappropriate behavior by drivers towards passengers. If you believe that your driver may be under the influence of drugs or alcohol, if your driver is behaving in a manner that you consider inappropriate or that makes you feel uncomfortable or unsafe, or if your driver engages in conduct which could be considered unlawful or illegal, please ask the driver to terminate the trip immediately. If you feel that you are in imminent danger, please contact the police directly by calling 911. After the ride has concluded, please provide feedback using the Via app, reply to the text message confirmation of your ride, or email losangelesriders@ridewithvia.com to report the issue. Riders can also report substance abuse issues to the CPUC at 1-800-894-9444 and CIU_intake@cpuc.ca.gov.

Advertisement
Close Search Window

Search metro.net, The Source, and El Pasajero