Frequently Asked Questions

Can I book rides without a smartphone?

Yes. Call 636.251.3328 and we’ll assist you over the phone.

Can I bring someone along with me?

Sure! Each additional rider will also be charged the same rate. 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.

What if I cannot walk to a virtual bus stop?

Before booking a ride, please inform us that you require curb-to-curb service. Tap your profile picture or image at the top of the app menu, then tap “special settings” and choose ADA rider.  You may also call our customer support line at 636-251-3328 to have this setting applied to your account.

How do I pay for my rides?

You’ll be prompted to add your credit or debit card information when creating an account. 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 636-251-3328. 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 [email protected]. You won’t be charged for this ride.

What do the vehicles look like?

All vehicles are branded with Via Metro STL’s logo and colors, so they should be easy to spot.

Are vehicles wheelchair accessible?

Yes! Before booking your ride, please let us know you need a wheelchair-accessible vehicle by tapping your profile picture or image at the top of the app menu, then choosing special settings. Turn on the Wheelchair Accessibility toggle.  You may also call our customer support line at 636-251-3328.  Rides booked with Wheelchair Accessible vehicles will be curb-to-curb.

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 we believe 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 [email protected] with a description of the missing item.

How do I report a complaint?

Please contact us at [email protected] or by calling our support line at 636-251-3328 to report a complaint. Be sure to include as much information as possible and we’ll do our best to help.

Do I need to qualify for the service?

Via Metro STL is open to the general public within the designated service zones.  Children under the age of 13 must be accompanied by a parent or guardian to ride with Via Metro STL.

How much does a ride cost?

Trips are $2 per person for a single ride.  Credit cards, debit cards, and prepaid cards are accepted.

Can I ride with my service animal?

Yes, service animals are welcome on Via vehicles, and no extra fare is required.  Before booking a ride with your service animal, please enter MobAid in the promo code box.  Be sure to include an additional “passenger” in your ride request.

What if I’m traveling with my walker, foldable wheelchair, or rollator?

Your mobility devices are welcome on Via vehicles, and no extra fare is required.  Help us make sure we leave room for your mobility device.  Before booking a ride, please enter MobAid in the promo code box.  Be sure to include an additional “passenger” in your ride request.