OnDemand – FAQ

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Can I book rides without a smartphone?
Yes, simply call (225) 267-9080 and we’ll assist you over the phone.
Can I bring someone along with me?
Sure! You can book for up to five additional passengers. All additional passengers will be charged $2.00 each. The cost of all riders will be billed to the card on file.
How do I know where to meet my driver?
We’ll assign you a “virtual bus stop” where you’ll meet the vehicle, usually at a nearby corner or no more than a block away. Check the app for directions and follow your driver’s progress in real-time so you know exactly when to head to your stop.
How do I pay for my rides?
When creating an account, you’ll be prompted to add your credit or debit card information. You will be automatically charged once you’ve completed a ride.
Can I cancel my ride?
Yes, you can cancel your ride directly from the app or by calling customer service at (225) 267-9080. Remember, canceling at the last minute can negatively impact other riders, so remember to cancel as soon you know that you don’t need a ride.
What should I do if my driver leaves without me?
Re-book directly in your app, and then send an email explaining what happened to support-HRT@ridewithvia.com. You won’t be charged for this ride.
What do the vehicles look like?
All vehicles are branded with the Hampton Roads Transit OnDemand logo and colors, so they should be easy to spot.
Are vehicles wheelchair accessible?
Yes! Please let us know you need a wheelchair accessible vehicle when you book your ride by tapping your profile picture or image at the top of the app menu and tapping the Wheelchair Accessibility toggle to turn it on. This will also unlock curb to curb service.
Can I change my destination once I’m on board?
Once you start a ride, the destination cannot be changed. If you have not yet boarded the vehicle, you can cancel the ride and re-book with a new destination.
Can I set a favorite location in the app?
Yes. Tap the Favorites tab in the app menu, then tap Set Home Address, Set Work Address, or create and name a new favorite.
What are the points of interest in the app?
These are locations Hampton Roads Transit OnDemand believes will be popular origins and destinations for rides. Select them to easily choose where you need to go to or from!
Can I leave feedback for my driver?
Feel free to fill out the feedback screen in the app after your ride.
Do I tip the driver?
No. Our drivers do not accept tips.
How do I reset my password?
Open the app and select “Get Started.” In the password box, select “Forgot your password?” and follow the prompts.
I left something in the vehicle — how do I retrieve it?
Please email us at support-HRT@ridewithvia.com with a description of the missing item.
How do I report a complaint?
Please contact us at support-HRT@ridewithvia.com or by calling our support line at (225) 267-9080 to report a complaint. Be sure to include as much information as possible and we’ll do our best to help.

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