Phoenix launches a $2 on-demand van service pilot program

It’s an Uber! It’s a Lyft! It’s…. PHXLink? 

Phoenix launched a pilot program for a transit experiment on Monday. PHXLink is a microtransit system where riders can hail a van with other passengers and receive nearly door-to-door service (but not quite). Download the app—or call the phone number if you don’t have a smartphone—and you’re on your way to hitting the road for only two dollars a ride. 

Think of it like a shared ride-hailing service (UberX Share, for example) that runs on a flexible, demand-based bus route. You’ll do a little bit of walking and have to rub shoulders with strangers. In return, you’ll pay public transit fares to get where you want to go. 

But here’s the hitch: It’s only in three very small regions of the city for now — listed on the city’s website as North, South and West — because it’s a pilot program funded by a three-year grant. 

The city published an FAQ for the service. It answers questions like “Can I bring pets?” (service dogs only), “Can I book a ride for more than myself?” (yes), and “Do I need to tip my driver?” (no). 

We still had some unanswered questions though after reading it, so we reached out to Brenda Yanez, Phoenix’s public transit public information officer. Here’s what she had to say, edited for length and clarity.

Am I correct that it’s like a shared Uber/Lyft, except it assigns you a nearby pickup spot and a drop-off location close to your destination? So it’s not door-to-door but it’s pretty close to it? 

Yes, pretty close to it. Microtransit, or PHXLink (the service’s brand name), is a shared, demand-responsive transportation service that uses smaller vehicles, typically vans or shuttles, to provide flexible mobility within a designated service area. The app is available in the Google store (and waiting on the Apple store), but riders can call in ride requests as well. 

Microtransit vehicles do not follow fixed routes; rather, they operate on a dynamically generated route based on real-time demand. Microtransit offers riders a hybrid transportation option, combining the efficiency of traditional fixed-route transit with the flexibility of ride-hailing services. Of note is that ADA customers are able to be picked up at the curb of the address they are requesting from. This request is managed through the app or the call center.

How close to your ideal pick-up and drop-off will the assigned spots be? 

A virtual stop is a designated pick-up or drop-off location that is typically not marked like a regular bus stop. These stops can be at a corner or community spot such as a neighborhood mailbox. Riders may need to travel a short distance, such as a block or two, to a virtual stop. 

The cars only drive within the pilot zones for now, correct? 

Correct. 

What kind of vehicles are going to be used? 

Toyota Sienna and Chrysler minivans. 

How many will be deployed during this period? 

Each zone will have five PHXLink vehicles, one of which is wheelchair accessible. However, there is flexibility to reallocate vehicles from one zone to another if there is higher demand.

How long will this pilot be for? 

It’s a three-year pilot program, which mirrors the federal funding awarded to Phoenix to operate the service. It aims to fill gaps in fixed route networks and reduce congestion – connecting people to high-capacity routes and minimizing vehicles on the road.

I saw that the hours are 6 am to 8 pm. Will the city consider extending them if the pilot is a success? 

Because the pilot is grant-funded, any expansion would require additional funding. Throughout the pilot, staff will closely review data to guide future decisions regarding the service. 

If you don’t have the app and have to call the phone number, what is the process like? 

The process is designed to be as simple as possible. The call agent will guide you through the same process you would go through if you were booking the ride on your phone: Enter your pickup and dropoff address and then choose the ride that works best for you to see where to meet your driver. 

Will you speak to a human who will tell you the details?  

Yes, riders who choose to call to book their ride will speak with a live person.

What happens if you’re marked as a “no show”? Does it put a mark on your record or rating (like Uber). 

Frequent last-minute cancellations and no-shows will not receive a refund, and excessive cancellations or no shows can result in limitations being placed on the ability to book rides or even a suspension of a rider’s account.

Do you get charged for a “no show”? 

No. However, a rider will not be refunded and frequent cancellations or no‑shows may result in limitations on the account.

I saw in the FAQ that you should book 20-30 minutes before you hope to leave. How long should riders expect to wait? And is there a way for them to know their estimated drive time (since there will be other stops) so they can better plan their journey? 

The goal is for people to be able to get a trip within 15-30 minutes. Once a ride is confirmed, you will see the estimated time of arrival (ETA) of your driver in the app. You can follow your driver’s progress in real time so you know exactly where they are. Riders who book through the call center will get alerts on their phone via a text or phone call. 

Sometimes, if PHXLink is experiencing high demand in an area, there may not be vehicles or drivers immediately available to service the ride. If travel plans are flexible, riders can try requesting the ride again after a few minutes. However, calling will not increase the ability to book a ride as agents have the same ability as booking in the app.

How does the city hope this service will impact residents?

Making it easier and providing more options to connect to transit and get around our communities.