Offline Notepad
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- Response Type
- Phone
Please use the following script to explain dynamic pricing:
- "We are happy to explain to you how our pricing works. Like Uber and Lyft, we use dynamic pricing. That’s why toll prices may change throughout the day, based on traffic patterns and customer demand."
- "Toll prices are listed on the white and purple signs leading up to and on the Express Lanes, so drivers always know what to expect."
If a customer pushes for more information about how the system works, reply with:
- Dynamic pricing is designed to keep drivers moving on the Express Lanes. The system considers car density, speed and numerous other factors – all at the same time.
If a customer pushes about how high pricing can get, reply with:
- Our team has an agreement with the Commonwealth of Virginia, to keep the Lanes flowing so there is not a stated price cap.
If a customer contacts us regarding traveling through multiple segments on the 95 Express Lanes, add the following:
- The 95 Express Lanes have multiple pricing zones and decision points for drivers.
- Once you enter the Express Lanes, you lock in your toll rate until you see another pricing sign or you decide to exit the Lanes. The pricing zones are separated by electronic signs that communicate the toll rates in real-time. At each of these points, you can decide if you want to pay an additional toll and continue on the Express Lanes, or return to the regular lanes.
For customers traveling northbound, add:
- When you’re traveling northbound, there’s one decision point showing the toll amounts just north of the Fairfax County Parkway.
For customers traveling southbound, add:
- When you’re traveling southbound, there are two decision points – one just south of the Franconia-Springfield Parkway and another just south of the Prince William County Parkway.
Tolls Too High No Refund Provide General Information (See Guidelines)
If the customer is an E-ZPass Customer, add the following:
- Under the circumstances, I’m not able to reverse the toll(s) billed to your E-ZPass account because the charge(s) in dispute [is/are] in fact valid.
If the customer is a Non E-ZPass, add the following:
- Under the circumstances, I’m not able to waive the fee(s) on your toll invoice(s) because the charge(s) in dispute [is/are] in fact valid.
If a customer contacts us about travel on 495:
- Before entering the Express Lanes, you’ll see pricing signs for different exit points.
- Not all exit points are listed at all times. For example: if you enter the Lanes and head north, the sign may say that the toll to I-66 W is $4.30 and to I-495 N is $6.30. If you are getting off at Route 7, you know that the toll will be somewhere between $4.30 and $6.30.
If customer needs more clarity on how pricing signs work on 495, add the following:
- Here’s another way to think about the pricing signs on 495. The signs display up to three Express Lanes exits with the toll price to those points. The first two exits and prices show the cost to travel to two popular destinations from your entry point.
- The final exit and price you see shows the cost to travel to the furthest point you can go in the Express Lanes from that entry point. It's important to remember that not all available exit points will be displayed on the electronic signs.
If the customer is an E-ZPass Customer, add the following:
- Under the circumstances, I’m not able to reverse the toll(s) billed to your E-ZPass account because the charge(s) in dispute [is/are] in fact valid.
If the customer is a Non E-ZPass, add the following:
- Under the circumstances, I’m not able to waive the fee(s) on your toll invoice(s) because the charge(s) in dispute [is/are] in fact valid.