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 ($1.75 or $0.50 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 firstname.lastname@example.org with a description of the missing item.
How do I report a complaint?
Please contact us at email@example.com or by calling our support line at (650) 505-5772 to report a complaint. Be sure to include as much information as possible and we’ll do our best to help.
Have a question you don't see here?
Send an email to firstname.lastname@example.org or by calling (650) 505-5772.