UTA On Demand

And may I just say how grateful I feel that I have found this service by UTA. I grew up in the downtown neighborhood where I learned the train and bus system at a very early age, and just have always admired UTA because I know I can always count on them. Especially when life takes a turn on you and your means of transportation get negatively impacted. I always knew I could at least count on our public transportation system. (for the most part, because weird schedules) but when I moved in the southern part of the valley I had noticed no bus stops really in the area. So I was just so grateful to have stumbled across this new service being offered in certain areas like myself… thank you!

To clarify this is a leadership issue not a driver issue. If this was a driver issue there would be a driver in the first place but half the time there isn’t a single driver available on my phone. This is not an issue with my phone as several other people I know who use your app are saying the same thing. If I didn’t have to get to work in an area UTA closed the bus route to I would have quit this ‘service’ faster than you can say jackrabbit. As it stands I have to spend anywhere from 10 to 40 minutes tapping on my phone waiting for the app to find a car. Not for the car to arrive but to actually find a car that will eventually get to the pick up location where it will eventually get me to work and this is half the time. That’s 50%. 50% would have gotten you an F during my high school days. As it stands I would rather spend 30 minutes getting my exercise power walking to the nearest bus stop than waste my time trying to find 1 ride for 40 minutes. I would not be surprised if someone could run across that tiny area the app operates in less time than that. It isn’t like UTA is unaware of the situation as UTA has been notified by people I know and every time I open the app it tells you that UTA is very aware of where the traffic is high. At the moment I cannot recommend this app to anyone.

I’m typically generous when it comes to stuff like this, but after today I can’t be. I just watched a woman cry because she very nearly missed her uncle’s funeral because this service ignored her need for a wheelchair, and arrived 50 minutes after her request for a ride. I’ve had similar experiences, at one time waiting more than 3 hours for a ride that would have lasted 15 minutes. If it says any more than 20 minutes on your wait time- be prepared to wait as long as 30-45. When you actually CAN get a ride. I can tell you, waiting hours in a freezing winter has made me sick on multiple occasions because of the misleading times. Unless you have the time and patience for a very long wait time (I had one instance where the rider never even showed up, despite the fact the app said they were 5 minutes away. They did not replace my ride even after I called them) this service is NOT for you. The prices may be attractive, but not worth it. If you have a disability or injury, this is another issue. As I said before, they are rarely accommodating toward wheelchairs, and even upon notifying the service of previous injuries, the drivers were never notified. I can say the drivers are usually very nice people, and as accommodating as they can be, despite how screwed up their service is.

I use a Salt Lake Community Onecards to get to the TRAX stations in Daybreak and Draper as well as the FrontRunner station that’s also in Draper. However, despite UTA saying that the SLCC onecard provides access to most of their transit services which includes UTA on Demand, the driver denies it as soon as I show it to them. This is making me think twice about this service, but this is my only transit option to the TRAX/FrontRunner stations because I don’t have a car yet. UTA really needs to educate their UTA on Demand drivers that SLCC onecards can be accepted, otherwise I’ll have to face the risk of being late to class…

I’ve had quite a few instances where a ride was supposed to show up in just 10 min and seemed to be a reasonable distance away for that time. Then the ride never shows up for ages, the map shows the driver in random locations (this is not the driver for sure), and then claims my ride is here even when it is most certainly not and it’s been over half an hour past the wait time. It’s atrocious. Especially considering how the few times it did work it was very helpful and convenient. The IDEA for this service definitely has a lot of potential but this app and system definitely feels so poorly made that I question what’s going on with UTA/Via. Is it just a new system? A new app? Or is it just bare minimum effort? Either way I DO NOT recommend this service as it is unless you need it.

The app isn’t as friendly as Uber or Lyft, but it is friendly if you’re trying to route yourself from a bus stop to home and are riding on your bus home. I really appreciate being able to request a ride from a place I’m not quite physically at yet, and the convenience of being dropped off at my front door without having to pay exorbitant fees from other ride share programs. Leave the car at home and rely on UTA!

Yesterday I booked a ride with 12 minute estimate. Then it jumped to 16. Each increment increased as we counted time by watching public busses drive by (at 30 minute intervals). Then we got notified that the driver reported being at the pickup point. He wasn’t. And he supposedly was there two minutes already. So I hit the call driver button. The app may have cancelled my ride at that point- if it did that’s shoddy design. My phone died (low power) and then a few minutes later the driver arrived, spoke to me, calling me by name and left me answer my minor child without letting us board. He told us to call dispatch. I couldn’t use my phone to retrieve the number and he didn’t supply it. My son can’t install apps and didn’t have the number either. So stranded we were and I’m in an orthopedic brace equivalent to a walking cast. For the record, I had spoken to via customer support twice earlier (yesterday). Both times they disconnected the call by sending me to their survey without helping me. They truly earned the lowest possible score in any survey I can give.

App didn’t work on my way home from a late shift. Then the next day my account was deactivated. When I called UTA demand they said it was a billing problem and I needed another payment. Nothing was wrong w the card. Then I called again they said something wrong with my card and to call card service. Called card service and confirmed nothing wrong on their side. Deleted payment and app and reinstalled.. account deactivated.. called again, same thing “it looks like a billing issue with the card” tl There is something wrong w the app. I called multiple times to get account reactivated and they can’t even manually take payment. In the mean time I have to go back to other means of transportation. I really loved this service till now

UTA clearly doesn't check if the driver can actually drive before they are hired. I regularly see UTA drivers run stop signs, cut people off, text while driving, etc. and I recently was T-boned by a UTA driver (off duty in their personal vehicle) who had failed to yield at a left turn. Additionally, the app will often say that there are no vehicles in the area, as I watch a van drive by. When there are vans available, they will take forever to arrive, and the estimated time is never accurate. I once got a notification that my ride was five minutes away, so I went outside and was waiting in freezing weather for 20 minutes. Overall a bad system, bring back the busses and add some light rail to southern Salt Lake County

usually it’s is great but luis is horrible. i’ve had him drive me a couple times but he has made so many wrong turns and takes twice as long as it should take. he also hit a curb once. he said he was here but on the map he was on the other side of the city. luis is not great.

I don’t know if it’s just my app but it’s sometimes taking away the ability to see eta for the drivers picking me up and me getting to my destination while I’m in route. I’ve restarted the app redownloaded and it’s still a problem. Drivers shouldn’t be allowed to have their phones out for personal use I tried to call my driver and he up me to voicemail when I finally got in he was on the phone talking to a friend. So he declined my call :-/ I am really mad your customer service number isn’t working anymore, I find it extremely frustrating to call a number for support and only get hung up on by a machine.

Awesome that this is even an option for such a good price! Not the most reliable though. Many times I’ve tried to book a ride and they take 10+ minutes longer than they’re supposed to so I’ve had to cancel because I would’ve missed the Frontrunner to get to work. Ordered an Uber instead. They get really busy and are in high demand so you can’t book a ride, which is fine. Means people are using it. Just need to be more reliable on the time frame of pickup time.

If you are planning on using this ride service to get to work, an appointment, or any other prior obligation in which you need to be on time. Don’t do it. The app will lie to you and tell you “drop off by” a time, and in reality they don’t tell you they’re going to pick up 3 more people, be 10 minutes late to pick you up, and drop you off 30 minutes after the time they told you they would SCREW this app and SCREW these people. They do and say whatever they can to calm you down without ever planning on addressing an issue.

I’ve been using UTA Demand since September to go to work since I can’t drive yet, I have work early in the morning and depend on UTA to get there, I hadn’t had any problems until recently when I’ll get a ride saying it’ll be there in 18 minutes but in reality it never comes and I’ve been late because of it, not to mention the drivers drive extremely fast and makes me feel unsafe, I was trying to get into my account but now it won’t let me. If you manage to get a ride expect a 10 minute delay or more, Honestly horrible

My 16 yr old daughter had her 1st Via ride today and her driver put her at ease and brought her home safely and quickly. From a mom who was raised to be anxious about public transportation….thank you with everything in me for getting my daughter home when I couldn’t go get her!

I was visiting SLC last week and heard about this as a way to get around. Very easy to use and affordable. Wish it was offered across the entire city!!

All the rides I’ve had have been great! My only tip is to plan on your ride being 5 ish minutes late, just in case. They’re almost always right on time, but nothing is worse than missing the train because your driver was delayed a couple minutes.

I like it even though it has issues every once in a while. If I could add something to it, I would like to have a feature that automatically books a driver for you at a time you set later in the day. It would be convenient but probably tricky.

Overall, I like to app. The main issue that I have is I have two cards saved for payment. Sometimes I will select the one that doesn’t have enough funds on it on accident. When I do this, it deactivates my account and I have to call to get it activated again. It’s very time-consuming and frustrating.

The fact that this is location-based is useless. I want to buy my tickets ahead of time (at home) before I travel to the station. By the time I get to the station, I’m fumbling around trying to hurry & purchase before the train comes, so I might as well buy tix at the station instead, which negates the whole reason for having this app. Make it so I can purchase from home!!!!

Some of the drivers I had were very rude and when they take you to the dead end by the SLCC campus in Herriman as well as by the RSL soccer academy, they’ll say “I can do it.” In a snarky tone of voice and even when I tried to book a ride to work, they’ll say that they’re experiencing very high demand due to not have enough seats for every van. I trust Lyft and Uber more than UTA on demand and I hope this service better improve it or else I won’t be able to use it at all

I been using this app for 2 days and it’s unreliable in terms of if you using it for work and you work pasted for 4 It will get me in the morning just fine but I can’t ever get a ride back and I like 9 miles from my work so if this is all you got good luck but getting a ride passed 4 to 6 prolly ain’t gonna happen it’s dispointing the first day I tried it I thought I was set but I almost got screwed over don’t recommend for work.

The app says the driver is here. The driver is never on time sometimes and then it says it missed me and they couldn’t find me when they were nowhere to be seen. I don’t understand what the purpose of this is if it was going to have so many issues. This is great they are doing this for Utah, but Jesus.

This app is completely garbage. Anytime I try to book someone it’s a 30-40 minute wait which wouldn’t be a problem if the drivers wouldn’t just sit in a parking lot or side of the road after a little and completely disregard me, making me completely and utterly late to everything. The drivers a rude, over packed, and useless. I wish I could give 0 stars.

I totally love the service : app friendly app, easy to book rides and quick service with affordable prices!

The new via app here is useless. Only allows to book for a nonexistent ride 20 minutes out that never arrives. Can’t believe this garbage was released to replace the old usable VIA app.

I haven’t had a bad experience yet. Cars are clean and air conditioned, and there’s music playing so it’s not awkward silence. 10/10 service

The prices are good, but there’s a relatively small range and it often doesn’t let me order rides because too many other people have. Not always reliable if you need to get to a destination on time. Otherwise good

If you ever use this service, just know that it gets the job done. That’s it. If you’re ordering a ride, make sure that it is at least 30 minutes before what you would leave at had you had a car. The ETA manages to somehow be off by 10-20 minutes often, just a heads up!

UTA, on demand is a great idea that hasn’t come around to work correctly. You’re using the model of Uber or Lyft but your system doesn’t work anywhere nearly efficiently like there’s does. If you are going to have this be the only option for public transportation in the southern part of the valley it has to work more efficiently the app needs to be reworked.

Not enough driver, wait time are outrageous, that is if you can even get a ride, either says “ too busy try again later” or out of service hours when it’s clearly during service hours UTA needs to fix this ASAP since it’s your only option of travel after removing the buses. Go back to Via or bring back the buses so we can actually get around

I’m very grateful for this way to get home or work, for me now that I’m pregnant it’s so safe to me and I’m glad to have an awesome staff helping me!!

There’s never a single ride available, and when it finally tell you there is, it’s taken almost immediately. When you are able to book a ride, it gets delayed constantly and you’re almost always late. Even something as simple as making it to the trax stations is nightmare.

I missed the old app. This app requires you to pay credits of 10 or more when the old one let you pay for your fare only, not have money sitting on account. I also tried putting in a location for brickyard and the app said it was outside of the service area, so I just pulled the trip up on google maps.

This app doesn’t show any of the frontrunner schedules or bus schedules if you’re not in Salt Lake. I don’t understand why not. That seems like a pretty easy fix. Especially because the train schedule is the same every day. It would just be nice to track on the app when I need to travel into SLC from Provo rather than hoping and praying that it works

I am so grateful for this rides, my son can not drive and I order this rides for him to go to work , so grateful.

…you have lots of time and patience for no drivers avail / high demand. Try again later Can’t book a ride past 11 and they close at 12:15. All others have Sunday but not this one and we were before them. I can go on and on but I won’t. Great when it works. Brian and Corday and cam are super stars.

Cheap and very convenient. Takes a while to find a ride but totally worth it.

This used to be user friendly and would allow me to put a nearby address and give me the closest station and walking distance, etc. Now, even if I enter exact bus stops and trade stations, it tells me that there is no pickup allowed. What’s the use of such an infuriating app.

I really liked the app and the service provided! Will definitely recommend

I love this app because it gets me to places because I can not drive at all so it helps me get to trax and my brothers place I love it 🥰

A convenient way to get around SLC, also I like using the dedicated app!

i tried to use via to get to work, i got a ride 30 minutes ago, it would stay the van was here, then i would get there then it would say 5 minutes away, then say it was here, then go back to 5-10 minutes. i am now late for work! thanks for nothing! 😐

The app makes this mode of public transportation useless. Needs a queue system or more drivers/vans for busy times. If times aren’t going to be accurate on the riders’ side, it makes it unreliable for appointments. I am not asking for perfection, but public transportation should be reliable.

It says everything is out of service. It also doesn’t let you buy tickets. Instead you buy credits and who knows how to use them. Uta GoRide was waaaaaay better.

The app struggles to match you with people on a similar path. Drivers get bad directions on their app. Expect to wait long times. Customer support hangs up on you. Expect you don’t matter. You’re better off using any other transportation method.

Absolute worst app I have ever downloaded. Even when it populates the address I am at …like a major train stop to another major train destination, it says I am “Out of Zone”. These are major pickup areas of two larger cities in Utah…Out of Zone!! I don’t get it. Uninstalled.

How’s someone supposed to book through this service? Every time I try, they just say they are experiencing a high volume. Let it be 5AM or 8PM. This service is a sham. I’ve seen uta drivers strolling around in empty vehicles but you can never book them.

This app just keeps sending notifications like “Ride UTA today!” (Paraphrasing) and there’s no way to turn those off without turning off all notifications. Uninstalling.

App says north temple is out of service zone. Last I checked, UTA goes to north temple. If you have this much trouble setting routes, maybe just have a simple option to buy front runner tickets??? Incredibly frustrating.