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HB Flex (or Flex for short) is an on-demand, rideshare service operated by Harrisonburg Transit. Using an app (Passio Go) or website (passiogo.com), you can request a ride from a Harrisonburg Transit vehicle within a pre-determined service area. During our pilot period over the summer of 2025, rides on Flex will be FREE! All vehicles are ADA accessible.

Where can I go with HB Flex?

For the 2025 summer pilot program, HB Flex will operate within a pre-determined service area the includes Downtown Harrisonburg, Valley Mall, and the Burgess Road Walmart area.

See the map.

Note: The service area is specific to the side of the road on the outside boundaries. Example: The south side of Mt. Clinton Pike is within the service area; but the north side of the road is not.

When can I request a ride on HB Flex?

The pilot program for HB Flex is going to operate from Monday, May 19^th, 2025, through Saturday, August 16^th, 2025. Hours of Service will be:

Monday through Saturday: 5am to 9am & 5pm to 11pm

There will be no service on Sundays.

How do I register and request a ride?

First time using HB Flex? Follow these instructions:

Download the Passio Go app (available on Apple and Android devices) or visit passiogo.com.
Choose “Harrisonburg Transit” as your Agency
Select “HB Flex” from the menu
Follow the steps to create an HB Flex account and request a ride!

In-depth how to ride guide [2.6MB]

HB Flex Frequently Asked Questions

Can I request a ride without a smartphone or using the webpage?
- No. We need some personal information from you before you can request a ride, so passengers need to register on the app or webpage to protect your private details!
Can I request a ride for myself and other people?
- Yes! When requesting a ride, make sure to include how many people are joining you onboard your HB Flex trip!
Can I request a ride if it is not the same day that I need the ride?
- No. HB Flex is only for same-day rides. Rides requested day(s) prior will be cancelled automatically.
How much does it cost?
- It is free! During our pilot program from May 19^th, 2025, through August 16^th, 2025, all HB Flex rides will be free of charge. A permanent launch of HB Flex may begin to include a fare to ride.
Will HB Flex pick me up at my house?
- HB Flex will service the pick-up and drop-off address you provide as close to the door as possible. Safety is our priority, so we may have to stay on the road to pick you up instead of pulling into a driveway or tight space. This will be at the discretion of our drivers.
Will HB Flex make other stops during my ride?
- Yes! HB Flex is a ridesharing service, meaning that other people may be picked up, onboard, and/or dropped off while you ride. Don’t worry, we have space for everyone!
How long will the driver wait for me at my pick-up location?
- Our drivers will wait up to five (5) minutes after the time your requested to be picked up before the depart for other passengers. You should receive updates as your driver is heading to pick you up, so please be ready so that we can get you where you are going!
What if I cancel my ride or I do not show up for my ride?
- Any passengers that repeatedly fail to show up for a ride they request may have limitations placed on their use of HB Flex. Cancelling and/or no-show requested rides can negatively impact other passengers. If you need to cancel, please do so as soon as you know the ride is no longer needed. You can cancel in the Passio Go app, online, or by calling the Harrisonburg Transit Dispatch at 540-432-0492.
What do HB Flex vehicles look like?
- HB Flex vehicles are the same as Harrisonburg Transit’s HB Access vehicles. They are either small buses with blue and gray colors, white and blue colors, or our minivans that are white and have Harrisonburg Transit’s name in blue lettering.
Are HB Flex vehicles wheelchair accessible and/or ADA compliant?
- Yes! We can accommodate most wheelchairs, and our entire fleet is ADA compliant.
Can I change my pick-up location and/or drop-off location after I request the ride?
- No, once a ride is requested, the pick-up and drop-off locations cannot be changed. To change either location, you would need to cancel the requested ride and submit a new request with the updated locations.
Have the drivers been background checked and trained for this service?
- Yes! All our drivers are employees for the City of Harrisonburg and have been thoroughly vetted and trained to ensure you have a safe experience with HB Flex.
Are pets allowed onboard?
- No. Pets are not allowed on HB Flex or other Harrisonburg Transit services. Service animals are allowed to ride. Please see our policy for Service Animals in Harrisonburg Transit’s ADA Policy on our Forms and Resources page.
Do I tip the driver?
- No, our drivers are not allowed to receive/accept tips.
Can I bring food and/or drinks on the bus?
- Yes, but food and drinks are not allowed to be consumed while onboard. Drinks must have lids.
How do I retrieve personal belongings that were left onboard?
- To retrieve personal belongings that were left onboard, call our Dispatch at 540-432-0492 and stop by our office to pick it up at 475 E. Washington St., Harrisonburg, VA 22802.
How do I provide feedback about the service?
- Feedback can be given via any of the following methods:
  - Call our Dispatch at 540-432-0492
  - Fill out our Customer Service Form with your feedback

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