Press Release

95 Express Lanes Launch Program to Help Customers during Opening

Dec 30, 2014

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Alexandria, Va.The 95 Express Lanes today announced a new extra care customer service program designed to help drivers with the transition from HOV lanes to the 95 Express Lanes.  The Express Lanes represent a major change for I-95 drivers with the introduction of new traffic patterns, new rules and a new E-ZPass requirement.  To help ensure a smooth trip on the Express Lanes, the 95 Express Lanes team will work with customers during the opening period to offer first-time forgiveness to new customers who receive toll invoices, help customers address E-ZPass issues and educate drivers on how to use the Lanes.

“The 95 Express Lanes will be easy to use but we understand they are a major change for drivers and we want to do what we can to ensure all customers have a good experience,” said Nic Barr, Vice President, Operations, Transurban.  “Customers who have questions or concerns about how to use the Lanes or a recent trip should not hesitate to contact us.  We are here to help and work with customers to make sure they have a good Express Lanes experience – both during their trip and after.”

The extra care program will take care of first-time violators who contact the Express Lanes via the website, phone at 1-855-495-XPRS (9777) or via email at customercare@expresslanes.com.  The customer service center will work with new customers on one-time fee removal from invoices and educate them on how to properly use the Lanes.  To ensure a smooth trip on the 95 Express Lanes, customers should travel with an E-ZPass or E-ZPass Flex properly mounted in their vehicles. Carpoolers can travel toll-free on the Express Lanes with an E-ZPass Flex set to HOV mode and three or more people in the car. 

Customers who travel the Lanes accidentally or travel without an E-ZPass can avoid a toll invoice by visiting ExpressLanes.com and clicking “Missed a Toll?” to pay their toll.  Drivers with questions about a toll invoice they receive via mail should contact the Express Lanes customer service center immediately.  Delay in contacting the Express Lanes to resolve a toll invoice can result in escalating fees.

All drivers must have an E-ZPass or E-ZPass Flex (carpoolers) to use the Express Lanes. Drivers should follow these E-ZPass tips to avoid toll invoices and fees:

  • Make sure the E-ZPass is correctly mounted in the car and can be read through the windshield
  • Make sure the E-ZPass account is linked to the license plate
  • Make sure the E-ZPass account is in good standing with sufficient account funds
  • Ensure address is updated and correct with the DMV
  • Consider setting up an account with auto replenishment to avoid having to remember account balance

E-ZPass and E-ZPass Flex are available at 75 convenient Northern Virginia retail locations including Wegmans, Tysons Corner Center, select Virginia DMVs and Giant Food Stores; at E-ZPass Customer Service Centers; online or by calling Virginia E-ZPass at 877-762-7824. 

The 95 Express Lanes operate 24 hours a day, seven days a week. HOV-3 and tolling rules are in effect all the time. Drivers traveling alone or with one passenger can access the Lanes even during rush hour by paying a toll.  The Lanes use dynamic pricing to keep traffic free flowing and provide a more predictable travel option on I-95. Vehicles with more than two axles and cars towing trailers cannot use the Express Lanes.  

About the Express Lanes

The 495 and 95 Express Lanes operate on I-495/Capital Beltway and I-95 to provide drivers with faster and more predictable travel options in Northern Virginia.  Together the 495 and 95 Express Lanes create a region-wide network of free-flowing lanes for nearly 40 miles from the Dulles Road Toll to Stafford County. Delivered through a public-private partnership between the Virginia Department of Transportation and Transurban, the Express Lanes give drivers reliable travel choices on two of northern Virginia’s most congested roadways.  For more information, please visit ExpressLanes.com

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