CONGESTION Spiel

Major Congestion Express Lanes, add the following:

• "Thank you for contacting us. I certainly understand your concern. When there’s congestion or a major delay, we use the electronic signs leading up to and on the Express Lanes to communicate with customers. That way, you always know what to expect and have plenty of time if you want the option of taking an alternate route."

If the customer is an E-ZPass Customer, add the following:

• "Given the circumstances, I’ll go ahead and reverse the charges. [$X.XX] will be returned to your E-ZPass account within 3-5 business days. This is one-time courtesy."

If the customer is a Non E-ZPass, add the following:

• "Given the circumstances, I’ll go ahead and reverse the charges. [$X.XX] will be returned to your bank account within 7-10 days."
• "I can only do this once. In the future, if you decide to use the Express Lanes, the charges can’t be reversed."