Rider - FAQs
Got questions? Explore our Frequently Asked Questions to find quick answers about bookings, payments, cancellations, and more on Viadots.
A. General Ride FAQs
You can book a ride through the viaDOTS app by selecting pickup, drop, and vehicle type. Confirm the details and your ride will be assigned.
You will receive the driver details (name, number, vehicle number, ETA) on your viaDOTS app and SMS.
Once a driver is assigned, you will receive the driver’s name, car number, and you can contact him through the app.
Yes, the OTP is displayed in the app and also sent by SMS to the registered mobile number.
Our ops team monitors every ride. If there is a delay, we will proactively call you and provide support or assign a replacement if needed.
The fare is displayed upfront in the app based on distance, vehicle type, waiting time. You can see the details if you click on the information icon on top of the price details
Most drivers speak Kannada, some speak Hindi, and a few speak all three (Kannada/Hindi/English).
You should never pay anything extra. Please report immediately to the viaDOTS support team.
Check the registered mobile number → Refresh messages → Try resending OTP. If still not received, our ops team will assist on call.
If you do not receive the OTP, try the following:
- Check the app: The OTP is always visible inside the viaDOTS app even if the SMS is delayed.
- Verify your registered mobile number: Ensure the number in your profile is correct.
- Check network/SMS issues: SMS delivery may take a few seconds due to network congestion.
- Ask the driver to refresh the ride screen: This helps sync the OTP again.
- Contact the viaDOTS Ops Team: We can assist in regenerating the OTP or manually verifying to start the ride.
Yes, rides can be rescheduled up to 2 hours before the scheduled time.
Yes, you can change your pickup or drop location after booking. However, you may not change the location once driver is assigned
You can cancel on the app. Cancellation fees may apply based on the timing and cancellation policy.
You will get a feedback call for your first few rides. You can also report issues via support within the app.
B. Airport Ride FAQs
We recommend booking at least 4 hours before departure. For early morning flights, book the previous night.
Airport rides are monitored in real-time. In case of delay or non-availability, we will arrange an alternate vehicle or compensate as per the Airport Ride Guarantee Policy.
Yes, most of the viaDOTS airport drivers will assist with luggage if you request for the same
Yes, you can choose sedan, SUV, premium SUV, etc.
Please inform us way before of scheduled time. We adjust pickup time accordingly.
You can cancel anytime through the app. Cancellation charges may apply based on how close it is to the pickup time.
Yes, drivers wait up to 10-30 minutes without extra charges.
Extended waiting charges may apply after that, depending on the delay and flight schedule.
You will receive the driver’s, name, phone number, and vehicle details in the app and by SMS. Drivers are also instructed to call you upon reaching. And You can call driver once you Landed in the Airport
Please keep your phone available.
Drivers often wait at the main gate if security does not allow entry.
You will receive a call as the driver arrives.
Yes, viaDOTS supports 24/7 airport pickups, but advance booking is recommended, especially between 11 PM and 5 AM
Yes, toll charges (if any) are usually included in the fare
C. Rental Ride FAQs
Each rental package includes the base hours and base kilometres. Extra time and kilometres are charged as per tariff.
Yes, rental rides allow unlimited stops within the package duration.
Yes, the driver remains with you for the entire rental period.
Yes, extension charges will apply after the package limits.
Yes, rental rides are flexible. You can change or add destinations anytime within the package duration.
Extra charges will apply based on:
- Additional hours, and
- Additional kilometres
as per the rental tariff rate.
No, these charges are not included. The rider must pay tolls, parking, and entry fees directly during the trip.
Yes, but airport entry charges or parking fees will be extra.
No, rental rides are strictly limited to city limits.
For travel outside the city, you must book an Outstation Ride.
This ensures proper pricing, driver allowances, and safety compliance.
The rental timer continues during breaks and cannot be paused.
Yes, fuel is included in all standard rental packages.
You don’t need to pay for fuel separately unless stated.
Drivers may take short breaks for food or washroom, but only after informing you and at a convenient time.
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