The vast majority of 495 Express Lanes customers enjoy smooth travel because they use E-ZPass correctly on the Lanes. In fact, since the Lanes opened approximately 96% of trips on the 495 Express Lanes are tolled, HOV or exempt trips. Approximately 4% of trips are unpaid trips. Unpaid trips can occur when a driver travels with an E-ZPass that does not have adequate funds or is not mounted properly in the vehicle.
Transurban’s approach to collecting unpaid trips has several steps and offers first-time fee forgiveness in order to help travelers avoid fees. In addition, we work to educate drivers about how to use E-ZPass properly so they can avoid unpaid trips in the future.
Our First-Time Forgiveness program has helped more than 2,700 drivers avoid additional fees and court penalties. The program's extension in June 2015 will benefit even more travelers. Moving forward, we will continue to adjust our program to meet the needs of our customers while ensuring equitable use of the Express Lanes.