Getting around Kenora has never been easier!

This shared ride microtransit service operates corner to corner instead of door to door. This means you might have to walk a short distance to your pickup point. To keep things running smoothly and efficiently, our system assigns you to a 'virtual bus stop' - which are pickup and dropoff points that are usually at a nearby corner. This is how we’re able to pick up multiple passengers without adding a significant amount of time to each rider’s journey.

All vehicles are branded with the service’s logo and colours, similar to the graphic shown above, so they should be easy to spot.

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.

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. 

All drivers operating these vehicles are trained and certified in wheelchair securement. All wheelchair riders will receive curb-to-curb service rather than corner-to-corner service.

Yes! You can book rides for you and any additional passengers. Each additional passenger will be charged $2.50 and you will pay for all rides using the same payment method.

Service animals are always welcome to ride without restriction. Driver Partners have a legal obligation to provide service to riders with service animals. If you are a rider traveling with a service animal and wish to report any issue you experience related to your service animal, please send an email to our support team at the email listed above explaining the situation. 

Pets that are not service animals are also allowed, but pets should be kept in an airline-approved carrier to use the service.

Yes, you may book a ride on behalf of someone else by:

• booking the ride for someone else under your own account, and the rider would ride under the name of the person booking the ride, or
• creating an account for the person needing a ride on the app or by calling 1-866-515-6664 

It is strongly recommended that the person riding The Wave creates an account under their name by downloading The Wave app or calling the number above. By having an account, the rider will be able to receive updates on when and where to meet the driver. 

Agencies looking to pre-pay for rides for their clients can purchase promo codes from City Hall. The agency can then distribute these promo codes to their clients to use for riding The Wave. 

Navigate to the menu in the top left corner of the app and tap your name at the top. Then tap your name, email or phone number to update it.

Open the app and select 'Get Started.' In the password box, select 'Forgot your password?' and follow the prompts.

Navigate to the menu in the top left corner of the app and tap 'Favourites', then tap 'Set Home Address', 'Set Work Address', or create and name a new favourite. Once you have saved favourite addresses, they will appear as quick options on the home screen, making booking rides even easier!

Navigate to the menu in the top left corner of the app and tap your name or profile picture at the top. Then tap ‘Delete my account’ at the bottom of the page. If you would like to request your data be deleted, you can email Via's support team at [email protected].

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 pickup or destination address.

Sometimes, if we are experiencing high demand in your area, there may not be any vehicles or drivers currently available to service your ride. If your travel plans are flexible, you can try requesting the ride again after a few minutes. Please note, calling will not increase your ability to book a ride as our agents have the same ability as you do booking in the app.

Once a ride is confirmed, you will see the estimated time of arrival (ETA) of your driver in the app. You can follow your driver’s progress in real-time so you know where they are. The app will give you directions to your “virtual bus stop” which may be a short walk away. Just follow the dotted line to get to your exact pickup spot! 

Re-book your ride directly in your app, and then please send an email to our support team at the email listed above explaining the situation. Rest assured, you will not be charged for rides you did not take.

You can cancel your ride directly from the app or by calling our support team at the number listed above. Remember, canceling at the last minute can negatively impact other riders, so please cancel as soon you know that you don’t need a ride. 

If you cancel a ride after a driver has been assigned, you may be charged a cancellation fee unless your ETA is 5 or more minutes longer than initially stated. If you need to dispute a cancellation fee, please send an email to our support team at the email listed above or in the app explaining the situation.

Please send an email to our support team at the email listed above with a description of the missing item. We will do our best to track down the missing item and if found, will let you know where you can come pick it up.

Feel free to fill out the ride feedback screen in the app after your ride.

Please contact our support team at the email or phone number listed above to report a complaint. Be sure to include as much information as possible and we’ll do our best to help.

When creating an account, you'll be prompted to add your credit or debit card information in the app. You may also provide your driver with cash upon boarding. If paying with cash, please provide exact change.

There are a few instances where you might see a pre-authorization charge on your account. Any time a new credit card is added to the app, a $1 hold is placed on the card to ensure it is valid and has at least $1. 

Additionally, when a ride is booked, a hold will be placed on the payment method for the entire amount of the initial ride if it is expected to be more than $15 to ensure the charge goes through at the end of the ride. However, a hold is not a charge. This charge will remain pending and should disappear from your account or statement within 3-5 business days depending on the policies of your bank/financial institution.

Transit tokens/passes can be traded in at City Hall for promo codes. The promo codes are unique, one-time use codes that will allow you to ride The Wave microtransit. Your driver cannot accept tokens or passes. You must trade them in for these unique promo codes to add to your account.

This service is powered by Via. 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 behaviour 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/report the issue using the app, email us at the support email address or call us at the Live Support number listed above.

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 app or email us at the support email listed above.

Smoking of any kind by riders and drivers is prohibited, including e-cigarettes, vaporizers, or smokeless cigarettes.

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.

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.

Our service 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. 

Riders must be 13 years of age or older. Children under the age of 13 can ride when accompanied by a parent or guardian. We will not supply car seats, but riders traveling with children who require them may bring their own. Riders are responsible for securing any such car seat and for ensuring that it fits all legal requirements.