The 95 Express Lanes opened three months ago, and while the lanes have seen support in the area, there is still some confusion about using the lanes and the E-Z Pass tolling devices.
A February survey, conducted by Transurban, including 1,266 area drivers, showed that many drivers knew how to enter and exit the Express Lanes.
But the survey also showed there are some major sources of confusion relating to keeping funds on their E-Z Pass, where to mount the device, and the requirement that their license plate be linked to their E-Z Pass account.
“We are pleased that drivers are experiencing the benefits of the 95 Express Lanes, such as faster travel, less congestion and more reliable travel times. Using the Express Lanes is easy but some drivers still have questions about how the Lanes work and how to properly use E-ZPass,” said Nic Barr, Vice President of Operations for Transurban, in a release.
Those that have never driven on the 95 Express Lanes, or those that are confused about their E-Z Passes, can seek out tools and information online, said Transurban.
In a release, Transurban stated that drivers can go to the Express Lanes website and use their trip planning tool.
Additionally, they can learn about properly using the E-Z Pass device, as well as sign up for text or email alerts about the toll prices. The toll prices on the Express Lanes change every 15 minutes, according to real-time traffic.
And if drivers make a mistake with their E-Z Pass, Transurban offers a forgiveness program and customer service assistance, according to Transurban spokesperson Mike McGurk.
“If you take the 95 Express Lanes without an EZ-Pass, what you can do is you can either call our customer service center or go online and if it’s within five days of your trip, you can actually search for your trip and settle the cost of your tolls…Look, if it’s your first time getting an invoice – maybe you didn’t know you needed an EZ-Pass, maybe you didn’t have funding on your EZ-Pass – if you call us after getting that invoice, and it’s your first time, we’ll waive all of the fees and just take payment of your toll,” McGurk commented.
