Question 1

What if I need to report a security concern?

Accepted Answer

At anytime, you may contact Community Transit's Security Operations at 425-521-5900 to report security concerns that do not rise to the level of a 9-1-1 call.

Question 2

What if the rider has too many personal items/groceries?

Accepted Answer

It is Zip Shuttle Policy that any personal items brought by riders should fit on their lap or on the floor in front of them and not interfere with other passengers. If a rider has too many items, please politely remind them of the policy and refuse the ride. It is important to remain consistent in this policy for all passengers to avoid any confusion.

Question 3

What if there is no more space in the van?

Accepted Answer

Please always ensure to confirm with the app the total number of riders before boarding. If it does not match, please refuse the ride, and ask rider to rebook with the correct number. This also applies if a rider books with no equipment and at pickup has a bike, etc.

Question 4

What do I do if the oil change light is on?

Accepted Answer

Please call support to report that the oil change light is on and continue driving the van as normal. This warning lets us know it's time to change the oil soon but the van is still operational. When reported to support, our local fleet leads will know to take the van in for service the next time they are at the lot.

Question 5

Can I switch driving times with another driver?

Accepted Answer

Yes! If you are wanting to switch driving times with another driver, please reach out to the field manager via text to process this request.

Question 6

How do I request an adjustment to my pay/hours?

Accepted Answer

For any pay related issues, please email driverpay@ridewithvia.com

Question 7

How does Early Access work?

Accepted Answer

What is Early Access?
-Early Access allows you to select your preferred driving times one day earlier than Regular Access.

How do I get early access?
-If your safety score is 95+ & your online time (excluding breaks) is 95%+ of the driving times that you reserved and  over the previous two weeks (Monday – Sunday), you’ll receive early access.

How can I remain eligible?
-If your safety score is 95+ & your online time (excluding breaks) is 95%+ of the driving times that you reserved over the previous two weeks
-You cancelled your reserved driving times at least 24 hours prior to the start time
-Early access may not be issued in the event of system abuse or unauthorized behavior

What are the release times for Community Transit?
-Early Access - Tue at 10AM
-Regular Access - Wed at 10AM

Question 8

How do I contact the Field Manager?

Accepted Answer

You can text the Field Manager at 360-327-8169. Please note this textline is only monitored weekdays during normal business hours. For any urgent requests, please call support.

Question 9

How do breaks work?

Accepted Answer

If you ever need to do anything that would make you unavailable to provide rides on the Via Platform, like going to the bathroom, eating lunch, or taking a personal phone call, then please tap Take a Break from the Via Driver app menu.

You won’t be matched with riders during break times, and earnings are paused — but please let our Live Support team know when you are done with your break so they can mark you back as available.

Via Quick Links

Helpful links for our Community Transit Via Drivers

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