FAQs for Flex Riders

Technical requirements for the FlexVanpool app are here: App Requirements.

Best practices for a smooth ride: Flex Rider Etiqutte.

FAQs for Group Riders are here: Group Rider FAQs.

What is FlexVanpool?

The FlexVanpool app enhances the vanpool experience, adding a new level of flexibility and convenience. On days when group members have differing schedules from their regular vanpool, the app allows them to book rides with other matching vanpools for specific trips. Occasional riders can also use the app to book individual rides on available vanpools.

In addition, existing groups can benefit from a range of features designed to streamline daily coordination and communication, such as in-app group messaging and real-time tracking of the van’s location. Vanpools are a fast and direct commute to the work location and the app enhances this experience to make it more efficient, adaptable, and user-friendly.

Is FlexVanpool like Uber or Lyft? Can I get a ride at any time?

No, FlexVanpool is not an instant service for any type of trip. It is only available with participating public agency vanpool groups. For best results, you should use FlexVanpool to search for trips and book rides on matching vanpools at least a day ahead of time.

Where is FlexVanpool currently available?

FlexVanpool is currently available through select vanpool agencies in Washington State. Check with your vanpool agency to see if they are part of the FlexVanpool program and if you an use the app.

Who is FlexVanpool for?

FlexVanpool is for commuters who wish to ride on vanpools. FlexVanpool is great for part-time and regular riders alike! If you’re already in a vanpool group and commute regularly to work in a vanpool, you can take advantage of the app features to enhance your vanpool experience. If you are not in a vanpool group, you can use the FlexVanpool app to book rides on days you need a ride in to work. Keep in mind – FlexVanpool is currently available only with select employers and vanpool agencies in Washington State. If you’re not sure, check with your vanpool agency or employer if your group can participate.

How do I get started?

Download the FlexVanpool app at your Apple or Google Play store. If you already have an account at RideshareOnline.com or any of its partner programs, use the same email address in the app. If you do not have an account there, create one using your employer email address and use the same account to login to the app.

I go to work occasionally – one or two days a week. Can I use FlexVanpool?

First, check with your employer to see if they are part of the FlexVanpool program and have participating vanpool groups.
If the answer is ‘yes’, you can use FlexVanpool to search for matching vanpools associated with your employer that offer daily rides. For any matching available vanpools, FlexVanpool will allow you to book a ride for single or multiple trips as needed. Keep in mind, FlexVanpool is new and just getting started locally. Have a backup plan in case you find no matches.

When I go to book rides, I see “Daily Rides Available” but I don’t see the book option. I see a message “You have to be in the XXX network to ride in this vanpool.” What is wrong?

There could be a few things that might cause this.

  • Check if your account is associated with your employer by going to the Profile screen. If not associated, use your work email address to complete the network association. Then try again.
  • If the employer network for the matching vanpool is different, then you won’t be able to book a ride in that vanpool. At this time, you can only book rides on vanpools associated with your employer and if your employer is participating.

How do I pay the driver?

There is no payment needed at this time. FlexVanpool only offers available seats for you in vanpools associated with your employer. Currently, these vanpools are fully covered by your employer and require no payment.

I booked my first ride. What can I expect on my first trip?

Great job on booking your first ride! You may already know FlexVanpool is not like Uber / Lyft – it is a different type of a service. Here are a few quick reminders.

  • The driver and van won’t come to your location to pick you up. Look at the Upcoming Trips section in the app and use the map link to find out where you will meet your driver. This could involve a walk or a drive to a location such as a park & ride. Be sure to familiarize yourself with the location. Message the driver through the app if you aren’t sure.
  • The vanpool group and driver cannot wait long if you’re not at the stop already when the van arrives. Vanpools are a fast and direct commute to your work location – make sure to give yourself enough time to get to the pick-up location before the vanpool.
  • When approaching the van, reconfirm the vehicle information in the app and get the driver’s attention. Present the Upcoming Rides screen to show your booked ride. The driver may have additional instructions – for instance, to show your employer badge. Follow driver instructions and board the available seat. You may be at a crowded spot and the driver may not easily see you so be prepared to draw attention to yourself. We would hate for you to miss your ride because the driver does not see you!
  • Remember – your driver and other vanpoolers in the van are your neighbors or your colleagues. By vanpooling, they’re doing something awesome for the community and the planet. Be respectful, responsible and use common sense in your actions and interactions with your fellow passengers.

When should I book my return trip?

Don’t keep your return trip planning for the last minute – rides can be booked up to a week in advance and the ride must be booked at least a minimum of one hour before the departure time. The booking window closes one hour before the departure time so you will not be able to book a ride last minute on a vanpool.

When possible, book your return trip at the same time you book your trip to work. This takes out uncertainty about your return. If you don’t find a matching return trip, consider if another mode such as transit can work out. Vanpools are dependable with their regularity and clockwork, but life happens and in rare situations when there is a change, check with your employer and your agency for any guaranteed ride home programs they offer.

Can I book a ride for someone else?

At this time, you can only book a ride for yourself.

I need a vehicle that can accommodate a wheelchair. Is that possible?

Reach out to us at support@rideshareonline.com and let us know of your specific accessibility requirement and your commute schedule. If your route and commute schedule matches an existing partner agency van, the van may be accessible or the partner agency may be able to replace the van with an accessible vehicle that accommodates a wheelchair. This process may take a few days so be sure to reach out to us in advance.

I see my booked ride in the app. I am at the pick-up location but I don’t see the driver. What should I do?

Go to the Upcoming Rides screen and check if your trip shows the Cancel button OR the Live Location button. If the Cancel button shows, it means your trip hasn’t started yet. You can message the driver to check if there is a delay.

If the Live Location button shows, it means your trip has started. You should have also received a notification that the trip has started. Use the map view to see the current location of the van in relation to the pick-up location. Your van may be on the way. If you did not receive a notification, check the Settings on your phone and make sure app notifications are enabled.

If you were late the driver may have left by the time you arrived. In this case, the driver would mark you a No Show and you will need to continue to work on your own.

I don’t see my booked ride in the app in the Upcoming Rides screen.

You won’t see your ride if either you or the driver cancelled it. You would receive a notification if the driver cancelled. If you did not receive a notification, be sure to go to the Settings in the app and on your phone and make sure notifications are enabled in both places.
Also, you won’t see rides you have completed in the Upcoming Rides screen.

What about smoking?

Our partners that run vanpool programs require a strict non-smoking policy for both riders and drivers when in a vanpool. You are not allowed to smoke when riding in a vanpool.

Can I bring my pet?

Typically, our partners that run vanpool programs do not allow pets on vans. If you have a service animal, please email support@rideshareonline.com with “FlexVanpool and Service Animal Question” as your subject and a short description of your situation.

HELP & SUPPORT
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