Prime Rider FAQ
How can I make a request for a ride?
- Submit a request at SWPrime.org
- SW Transit Phone App (Search SouthWest Transit in Google Play or Apple
- Call the reservation line at 952-SW-PRIME (952-797-7463).
How do I know if I’ve been assigned to a driver?
You will be notified once you’ve been assigned to a driver via text message when booking via SWPrime.org or the SW Transit Phone App. If booked over the phone, the reservationist will let you know your assigned driver and their estimated time of arrival. You can also check out the web or app interface, which will show you real-time updates about your request status.
How long does it take for my driver to pick me up?
It depends on how busy the system is at any given time. The web and app interface will show you an estimated time of arrival, based on your driver’s realtime GPS and current trip load. For phone reservations the reservationist will provide you with an estimated time of arrival.
Can I track my driver?
You can track your driver with real-time GPS updates through SWPrime.org and within the SW Transit Phone App.
Can I make a request for someone else to get picked up?
No. The SW Prime service is reserved for your personal use. It is important to protect your own user profile by making requests only for yourself. However, you may book group rides up to 6 individuals that must include yourself.
How do I contact my driver?
You can input a comment when placing your ride request on the web or contact Customer Service 952-SW-PRIME (952-797-7463) if you have important information to relay to your driver. You cannot contact your driver directly.
How will I know when my driver arrives if I don’t have a smartphone?
You can set up text messaging or phone call notifications in your user profile online or in the SW Transit Phone App. Once these preferences are set, you do not need a smartphone to receive basic calls or text messages; you will get notified so long as the number we have on file is correct.
What if I need to cancel my ride request?
To be fair to others, it is important to cancel the request if you no longer need a ride. You can instantly cancel at SWPrime.org, using the SW Transit Phone App, or by calling Customer Service 952-SW-PRIME (952-797-7463)
If I cancel my ride request, then make another one, will I go to the bottom of the request queue?
Yes. Every time you cancel and resubmit a request, the process starts all over again. Your request will be put at the end of the queue and then be assigned to the next available driver.
Can I change my drop off location after I've already boarded the Prime vehicle?
No. If you request a new destination mid-ride that is clearly different (in a totally different location than your original request), your request is considered a new ride request and you will be charged full Prime fare for that request. Your ride request will then move to the end of the queue meaning other trips already assigned may be completed prior to your new request at the Prime Dispatcher’s discretion.
How do I give SW Prime my feedback?
Be sure to share with SouthWest Transit what you love or what improvements you’d like to see in the technology by sending us an email to firstname.lastname@example.org! You will also have the opportunity to rate your experience through the SW Transit Phone App.