Via Transportation, Inc.

On 7/** Via received a complaint from an individual who had been traveling on a third parties' account (the individual who filed this complaint is not a Via customer), alleging (i) that there was an error with the routing on the ride, (ii) that the driver providing the ride had been using his phone...

while driving, and (iii) that he used profanity during the ride. The party asked to end their trip early in order to seek alternative transportation. This individual then emailed a complaint to Via on behalf of the Via customer who had booked the trip. A Via customer service representative responded to the individual's complaint and apologized for the experience, offered to waive the full charges for the trip, granted the customer who had made the booking an additional $10 of compensation for the experience, and informed the customer that a full review of this driver partner's behavior would be investigated by our Operations team and that "Regarding your address, the driver partner will never have the exact location you enter in the app, but a nearby corner." Personally identifiable customer information such as last name and requested pick up and drop off location is never provided to Via's independent contractor driver partners. Due to privacy concerns, Via does not make publicly available to customers the outcome of investigations into driver customer service incidents, however we comply in full with all TLC regulation around the service expectations of Via partner drivers. Drivers who commit infractions are disciplined accordingly. The individual was unsatisfied with Via's response and requested further compensation. Via customer service provided an additional $5 of compensation to the account of the Via customer who had booked the trip, bringing the total value of compensation to $15 plus the additional $13.95 for the original cost of the trip.While we are truly sorry that in this case we were unable to meet the expectations of this individual and the others traveling with them, Via is not able to provide further compensation or disclose personal details of this driver partner's record.