FlexRide Policies

Frequently Asked Questions

What does the sign-up process look like?

Simply download the app, follow the steps to sign up, and start booking rides! During the initial pilot period, riders were required to apply prior to creating an account, but that application process ended September 30, 2022.

Is there a referral program?

Yes! You can refer a friend by sharing your unique referral link and you will each get $15 in ride credits. Find out more here.

Can I book rides without a smartphone?
Yes, simply call (414) 667-7433 and we’ll assist you over the phone. 

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 outside.

Can I cancel my ride?
Yes, you can cancel your ride directly from the app or by calling customer service at (414) 667-7433. Remember, canceling at the last minute can negatively impact other riders!

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-milwaukee@ridewithvia.com. You won’t be charged for this ride.

What do the vehicles look like?
The FlexRide logo should be displayed on the side of the vehicle, but always be sure to check the license plate number, which you can find in the app.

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 Pickup Point, Set Work Address, or create and name a new favorite.


Can I leave feedback for my driver?
Feel free to fill out the feedback screen in the app after your ride.

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-milwaukee@ridewithvia.com with a description of the missing item.

What payment methods are accepted?
You can pay by adding a credit or debit card to your account, or by purchasing vouchers with cash at these locations. Vouchers will have unique codes that can be redeemed within the FlexRide Milwaukee app or by phone.

Is FlexRide only available to City of Milwaukee residents?
During the initial pilot period, FlexRide was limited to City of Milwaukee residents, but as of September 30, 2022, FlexRide is open to anyone!


My business is located within the Employment Zone. How do I participate?
As long as your business is in the Employment Zone (see the map here), your current and future employees are welcome to use FlexRide. Please contact the FlexRide team here if you would like to learn more and we can provide materials for you to promote FlexRide to your current and future employees.


My business is located outside the Employment Zone. Can I still participate?
FlexRide is currently limited to the Menomonee Falls/Butler Employment Zone, but please contact us here to discuss your interest and whether your business could be served now or in the future.

Who operates this service?

FlexRide Milwaukee is currently operated by Via.

I heard that the FlexRide pilot program ends in fall 2022. Will the service continue after that?

The pilot program does end in fall 2022, but FlexRide has received funding that will allow it to continue through at least 2024 and expand to serve additional parts of the region. Stay tuned for announcements on the future of FlexRide!

Where can I find out more about the $4.2 million Workforce Innovation Grant awarded to FlexRide?

You can read about this exciting grant and what it means for FlexRide on the MobiliSE website here.

Additional FAQs can be found here.

Zero Tolerance Policy

Via has a strict Zero Tolerance policy. Driver partners are prohibited from driving on the Via Platform while under the influence of alcohol or drugs, and riders are prohibited from consuming alcohol or drugs inside the vehicle. We do not tolerate inappropriate, threatening or violent behavior by anyone using the Via Platform or towards any riders or driver partners. If you are a rider and observe or believe any of the following, please ask the driver to terminate the trip immediately: your driver may be under the influence of drugs or alcohol, your driver is behaving in a manner that you consider inappropriate or that makes you feel uncomfortable or unsafe, or your driver engages in conduct which could be considered unlawful or illegal. 

 

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 FlexRide Milwaukee app, reply to the text message confirmation of your ride, email us at support-milwaukee@ridewithvia.com to report the issue, or call us at (414) 667-7433.

 

Anti-Discrimination Policy

Via does not tolerate discrimination of any kind against our riders or driver partners. This includes discrimination on the basis of race, color, national origin, religious belief or affiliation, gender, sex, sexual identity or orientation, age, veteran status, physical, mental or other disability (actual or perceived), rider’s points of departure and destination, or any other characteristic protected under applicable federal or state law. Additionally, Via does not tolerate discrimination of any kind against service animals. Riders or driver partners found to have violated Via’s anti-discrimination policy will lose access to the Via Platform. If you believe that you have been subject to discrimination by a rider or driver partner, please provide feedback in the review function of the FlexRide Milwaukee app or email us at support-milwaukee@ridewithvia.com.

 

Cigarette policy

Smoking of any kind is prohibited, including e-cigarettes, vaporizers, or smokeless cigarettes.

 

Eating/drinking policy

We know that you are on the go, but please help us keep our vehicles clean and fresh and avoid bringing food and drink in our cars, when possible. Please also be mindful that smelly food can be distracting and unpleasant for your fellow passengers. All drinks should have lids and drinking alcohol or carrying open containers of alcohol in our vehicles is not allowed.

 

Phone call policy

Please remember your fellow passengers might not be interested in your phone conversations. We ask that you limit phone calls to quick logistics and emergencies during shared rides.

 

Luggage policy

Motional vehicles are a shared space, and as such we ask everyone to limit any personal items to a single piece of luggage or a reasonably-sized bag. 

 

Pet policy

Licensed service animals are welcome to ride in FlexRide vehicles without restrictions. Non-service animals are also allowed, but must be in a pet carrier specifically designed to transport animals. The carrier may not be opened in the vehicle, must be leak-proof and well ventilated, and be small enough to fit on the owner's lap or on the floor space in the immediate area of the owner without blocking other passengers.

 

Age policy

Riders must be 13 years of age or older. Children under the age of 13 are not currently allowed to use the FlexRide service.

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Milwaukee, WI

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