All rides are FREE to/from the Stanford Research Park
Like a rideshare, but better.
Get convenient and affordable shared rides when you need them, just about anywhere in Palo Alto.
Palo Alto Link is the city’s public transit rideshare service. When you’re ready to go, book a shared ride straight from your phone and get picked up in a sleek, comfortable vehicle. Commute, run errands, or get just about anywhere you need without breaking the bank.
Yes, simply call 650-505-5772 and we’ll assist you over the phone.
Can I bring someone along with me?
Sure! You can book rides for you plus additional passengers. Additional passengers will be charged 50% of the base fare, meaning $1.75. If you are traveling with a reduced fare and your passenger also qualifies, your additional passenger will ride for 50% off the reduced fare. The cost of all riders will be billed to the card on file.
Zero Tolerance Policy
Palo Alto Link’s 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 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 Palo Alto Link app, reply to the text message confirmation of your ride, email us at support-pal@ridewithvia.com to report the issue, or call us at the Live Support number, 650-505-5772.
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 Palo Alto Link app or email us at support-pal@ridewithvia.com.
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.
Cigarette policy
Smoking of any kind is prohibited, including e-cigarettes, vaporizers, or smokeless cigarettes.
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. You can also pay with exact cash on board. *Please note drivers aren’t able to give change.
Can I cancel my ride?
Yes, you can cancel your ride directly from the app or by calling customer service at 650-505-5772. 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-pal@ridewithvia.com. You won’t be charged for this ride.
What do the vehicles look like?
All vehicles are branded with Palo Alto Link’s 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 door to door 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 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 support-pal@ridewithvia.com with a description of the missing item.
How do I report a complaint?
Please contact us at support-pal@ridewithvia.com or by calling our support line at 650-505-5772 to report a complaint. Be sure to include as much information as possible and we’ll do our best to help.
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.
Can service animals or pets ride with me?
Service animals must always be 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 contact Via support.
Riders traveling with pets that are not service animals should keep their pets in an airline-approved carrier to use the service.
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
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.
Age policy
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.
No weapons policy
Palo Alto Link has a strict "No Weapons" policy. This means that if any Driver Partner or rider possesses a weapon, regardless of whether possession of such a weapon is legal or whether they have a lawful permit for that weapon, they will be removed from the service. Note that we reserve sole judgment on what constitutes a "weapon."
Help us make our shared community safer for all riders and Driver Partners by refraining from bringing weapons of any kind when you ride with Via. If you observed a weapon during your trip in the Palo Alto service, please contact us at support-pal@ridewithvia.com or call us at the Live Support number, 650-505-5772.
What are all of the red and blue bus stop icons on the map?
The Palo Alto Link app is integrated with transit feeds from Caltrain, SamTrans, and VTA. Caltrain stations are the red train icons, and VTA and SamTrans stations are the blue bus icons. You don't need to ride to or from these stations, but they are highlighted for ease of booking in case you're connecting. When you click on one of these transit stops, you will see the station schedule directly in the app, which allows you to time your PAL booking accordingly.
