Beginning this month, we’re transferring all Mobility app accounts to our XtraMile app to provide improved scheduling and payment options and more accurate route information for our paratransit and Dial-A-Ride customers.
We have worked to make this transition easy by automatically transferring Mobility app account information to the XtraMile app – except credit card information, which will need to be entered into the new app by riders.
This new app is from Via, our new Dial-A-Ride and ADA Paratransit software provider, and will be effective on Aug. 27. Via already schedules our XtraMile services, so this move will combine all scheduling in one software.
Why are we doing this? To provide a better, more user-friendly app experience, to make better use of our fleet by combining all on-demand scheduling in one place, to give riders more accurate traffic and route information for improved scheduling, and to offer new services such as online ticket purchases.
We’ve outlined the key information below, but you can call our office at (860) 510-0429 if you have questions about this transition.
How will this impact riders?
Your account information will automatically transfer to Via, including all eligibility.
Users of our Mobility app will need to download the free XtraMile app from the Apple or Google Play stores and will receive a text message asking them to set a password. Please wait until the message is received to login to avoid duplicate accounts.
Your reminder phone calls and text messages will come from a new phone number
Subscription trips will be automatically transferred to Via.
If they currently pay by credit card, they will need to enter their credit card in the XtraMile app, this data will not transfer over.
Customers will now be able to pay for subscription trips by credit card.
Beginning 8/13, we will be booking in both the old and new software, depending on when the trip is, so please be patient with us.
All trips for 8/27 and beyond must be booked in the XtraMile app for customers who book in the Mobility app today.
While we will do our best to make sure maps are accurate, we may find locations that need updating, so please be patient.
Why are we doing this?
Streamline operations by having one scheduling software for all demand response services
Ability to offer new services like virtual 10 ride tickets that may be purchased online (more details to follow)
More intuitive app experience
Improved scheduling algorithm that incorporates traffic data to create more realistic schedules
Ability to better utilize our fleet and comingle services to improve on-time performance