Palo Alto Link

To ride, download the app using the QR code or searching for "Palo Alto Link" in the App Store or Google Play. Create an account and you are ready to ride!

Beginning Wednesday, December 4th, standard fares will be $4, while disabled, low-income, and senior riders will pay only $2.00.

• Those without smartphones can sign-up for an account and request rides by phone (650) 505-5772. 
• Some vehicles have bike racks (2 bikes per rack) and wheelchair accessible vans are available upon request.

To reduce congestion along school routes and around schools and to improve Palo Alto Link access for commuters, seniors, and users with disabilities, Palo Alto Link service will be unavailable within approximately ¼ mile of Palo Alto Unified School District secondary school locations during the following times:

• Palo Alto High School and Gunn High School: 7:30 - 9 a.m. and 3:30 - 5 p.m.

• Fletcher Middle School, Greene Middle School, and JLS Middle School: 7:30 - 8:30 a.m. and 2:30 - 4 p.m.

The City Council approved continuing the Palo Alto Link service through June 2025 and a fare increase to support the rideshare service after anticipated grant funding from the Valley Transportation Authority (VTA) runs out. Beginning December 4, 2024, fares for disabled, low income, and senior riders will increase by $1 to $2, and all other fares will increase from $3.50 to $4. Free rides for teens continue to and from locations that support youth mental health such as libraries and community centers.

Add additional passengers to your ride for $2 each.

When setting up your account you’ll be able to add a credit/debit card. The card on file will be automatically charged once you’ve completed a ride. You can also pay with exact cash on board. However, the driver will not be able to give you any change.

• Regular fare rides: $4 (cash or mobile pay accepted)
• Discounted disable, low-income, and senior rider fares: $2.00 (cash or mobile pay accepted)      
• Book via an app or by phone 
• 10 vehicles to serve most of Palo Alto (except for Stanford, areas north of Bayshore, and south of the 280 Freeway)
• Link Pass options: $20 for up to 4 rides daily for 7 days / or $65 for up to 4 rides daily for 30 days

If you need a Wheelchair Accessible Vehicle (WAV), we’ll come straight to your door. Just be sure to head to the app and follow these easy steps:

1. Tap the menu in the upper left corner of the screen.
2. Tap your name.
3. Tap Special settings, then turn on Wheelchair accessibility.

Discounted fares at $2.00 are available for disabled, low-income, and senior riders.

Those without smartphones can sign-up for an account and request rides by phone (650) 505-5772. 

Palo Alto Link vans have bike racks (2 bikes per rack) and wheelchair accessible vans are available upon request.

Can I book rides without a smartphone?

Yes, simply call (650) 505-5772 and we’ll assist you over the phone. 

Are all rides shared?

Not all rides will be shared, but Palo Alto Link will attempt to assign additional riders to your trip for efficiency and sustainability. If traveling to a scheduled appointment, or across town, consider beginning your trip a little earlier to account for accommodating other riders’ trips. There is no way to request an individual, private ride.

Why am I being instructed to walk to my pickup or dropoff location? 

The Palo Alto Link microtransit service is a corner-to-corner service for efficiency and sustainability.  After you book a ride, the app will display the pickup location where the vehicle will meet you. Make sure you’re at the pickup spot when the vehicle arrives. The app will count down the minutes to your vehicle’s arrival, and we’ll send you a notification when the vehicle is five minutes away and again when it arrives. Remember: Palo Alto Link is a community, and you’re sharing the service with other members. Please be on time for your booking so you don’t delay other riders!

Can I bring someone along with me?

Sure! Each additional passenger will be charged 50% off their appropriate, regular fare ($2 or $1 depending on their eligibility). The cost of all riders will be billed to the card on file or can be paid in cash.

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.

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 your ride is complete.

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 do the vehicles look like? 

All vehicles are branded with Palo Alto Link’s logo and colors, so they should be easy to spot.

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 all of the red and blue bus stop icons in the app? 

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.

Are vehicles wheelchair accessible?

Yes! Please let us know you need a wheelchair accessible vehicle ahead of booking your first 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. Or call (650)-505-5772. An agent will note a Wheelchair Accessible Vehicle is needed. This will also unlock door-to-door service.

I have limited mobility and need door to door service or additional assistance getting into and out of the car. How do I request this support?

Before you book your first ride, click the three lines on the top left corner to open up the main menu, select “Discounted Fares”, and choose “Disabled” to enable curb to curb service. Or call (650)-505-5772 and an agent can help you get set up. Drivers will meet you at the sidewalk to provide assistance. 

What should I do if my driver leaves without me? 

Re-book directly in your app or call support at (650)-505-5772. We will find the next available driver for you, and you won’t be charged for the no-show.

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.

Do I tip the driver? 

No. Our drivers do not accept tips.

Can I leave feedback for my driver?

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

I’m having trouble logging into the app. How do I get help?

Support agents are trained to help you with this. Please call (650) 505-5772 for assistance. 

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 their support line at (650) 505-5772 to report a complaint. Be sure to include as much information as possible and they'll do their best to help. Feel free to also cc: PaloAltoLink@cityofpaloalto.org

How does Palo Alto Link protect my privacy and personal data?

More information about Via's privacy practices are available here: https://ridewithvia.com/legal/privacy.

Have a question you don't see here?

Gain support by sending an email to support-pal@ridewithvia.com or PaloAltoLink@cityofpaloalto.org, or by calling (650) 505-5772.