Transit Services Division launches new online Passenger Portal

Published on August 21, 2023

Sun Shuttle van drops off passengers in front of building

ORO VALLEY, Ariz. (Aug. 21, 2023) – The Town of Oro Valley Transit Services Division has launched a new online Passenger Portal designed to replace and enhance the current online reservation system by allowing passengers to directly book rides, review upcoming trips, and track where buses are in real time. For passengers to become familiar with the new portal and how it works, Transit Services has scheduled in-person trainings. Please see the “Passenger Portal Registration” and “Passenger Portal Training Opportunities” section below for instructions and information.

The new portal is not an app, but rather a link that can be accessed on a desktop, tablet or mobile device and can be accessed by new or returning passengers. It is important to note that passengers can still call Transit Services to request rides. The new portal only replaces the current online reservation system.

The Passenger Portal is designed to make ride reservations easier for general public passengers, those 65 and older, and disabled riders of all ages. One way the portal will accomplish this is by allowing passengers to book their own trips instead of having to call Transit Services. Prior to the Passenger Portal, passengers could use an online form to request a ride, but then Transit staff would then have to input into the scheduling program and call the rider back to confirm the information is correct. The new portal allows passengers to reserve their own rides and directly input their own information.

In addition, passengers can see all their upcoming trips that have been booked. If passengers use the portal, there is no need to call Transit Services to ask about future trips. Through the portal, 24-hours in advance, passengers can adjust the pick-up time or cancel a ride if needed. If it is less than 24-hours from the time of the trip, passengers will need to contact the reservation office at 520-229-4990. Before and during rides, the portal uses real-time data to show where the buses are, as well as the estimated time of arrival for pick-up and destination drop-off times.


Step 1: Obtain a Client ID
To use the portal, all passengers will need to be registered riders with a client ID. Returning passengers who used the previous online reservation system should have a client ID already and you are ready to register for the new portal. New customers will need to go through the process of obtaining a Client ID, which can be done by visiting and searching NEED A RIDE in the search bar. If a passenger is a first-time rider, click the link for the online registration form and fill out the required fields. After the form is submitted, a Transit staff member will contact the passenger and provide a client ID. This ID is unique to the passenger and is required to request a ride, so it is a good idea to save it somewhere safe. Once passengers have a client ID, they can register to use the Passenger Portal the following two ways; online or by calling Transit Services.

Step 2: Register online or by phone

To register online, click here to access the Passenger Portal landing page to find the REGISTER NOW button. Click on the registration button and fill out the required information. Once a passenger has submitted the online registration form, a member of the Transit Services team will call to confirm registration and provide additional information about the Passenger Portal.

To register by phone, call Transit Services during business hours (7 a.m. to 4 p.m., Monday through Friday) at 520-229-4990. Registering by phone will provide the same information as registering online.

Once an account is registered, the portal is available in English or Spanish, 24 hours a day.

In order for passengers to familiarize themselves with the new portal, the Transit Services Division will hold two public training meetings at the Oro Valley Library (1305 W. Naranja Drive) in the Bill Adler meeting room.

August 30
2 – 4 p.m.

August 31
4 – 6 p.m.

If passengers cannot attend either training, a video walkthrough showing how to use the portal can be found here.

The Federal Transit Administration through the Arizona Department of Transportation awarded a grant to the Town of Oro Valley in June 2021 to implement the portal. The Town was competing for the grant with many other communities throughout the state. The total cost of the project was $75,730 and the grant covered 80% of the project, with the Town paying the remaining 20%. The Passenger Portal is a module that was added to the management system that the Town currently uses.

The Town of Oro Valley partners with the Regional Transportation Authority to provide transportation by way of Sun Shuttle Dial-a-Ride to people of all ages and needs in the community. All rides are free of charge and operated point-to-point, meaning that drivers pick up passengers at their homes, take them to their destination, and then pick them up later and drop them back off at their homes. In the 2022 calendar year, the Oro Valley Transit Services Division provided a record breaking 59,000. For the current 2023 calendar year, the division is on track to provide over 63,000 trips. For more information about the Transit Services Division, please visit our website and click on the “Need a Ride/Public Transportation” button on the homepage, or click here.