2006 Program Changes

IMPORTANT NOTICE TO FAST LANE CUSTOMERS

JANUARY 20, 2006


The FAST LANEŽ program has grown tremendously since its introduction in 1998.  There are currently over 550,000 FAST LANE customers and more than 800,000 FAST LANE transponders in circulation.  We thank you very much for your participation and hope that it has made your travel on the Massachusetts Turnpike quicker and more convenient; eliminating the need to wait in line, stop at toll booths and take out cash to pay your toll. Electronic toll collection also offers environmental benefits for the region by reducing traffic congestion and harmful emissions.  Today, about 55% of all toll transactions are made electronically (over 100 million FAST LANE transactions per year) and FAST LANE members also receive toll discounts on the Boston Extension, the tunnels and at the Tobin Bridge.  In fact, since 2002 the Massachusetts Turnpike Authority (MTA) has provided its customers over $37 million in reduced tolls as part of its FAST LANE toll discount program. 

Electronic toll collection (ETC) helps to reduce the cost of toll collection staffing; however, there are a number of expenses for toll agencies that offset these savings.  In order to provide our customers with the benefits outlined above, the MTA pays for the operation of four FAST LANE customer service centers, account maintenance, payment processing, violation enforcement, the installation and maintenance of electronic toll equipment, and the expense of transponders.  Most toll agencies attempt to recoup these costs by charging their customers monthly "membership" or "account maintenance" fees, and/or charging them for mailed monthly statements.  Other agencies have attempted to pay for these costs through their violation enforcement system, by imposing fines for various toll infractions.  The MTA did consider these options but felt that it was more equitable and considerably less expensive for customers to simply pay for transponder replacements in the future.  At the same time, the MTA felt it was important to protect customers from costly violation fines.

As a result, the "FAST LANE Program Terms and Conditions" are being amended to reflect new policies for transponder costs and violation enforcement.  These policies will go into effect on or about April 24, 2006, at least ninety (90) days after the date of this mailing to all current customers.  The revised Terms and Conditions are attached for your files.  For your convenience, the major changes are also summarized below.

Transponder Policy:

Under the revised Terms and Conditions, customers will pay the actual manufacturer's cost for FAST LANE transponders (currently $24.61 for windshield-mounted transponders).  The MTA will simply serve as a "pass-through" to the customer, will receive no profit on the transponder sale, and will offer its customers a full three (3) year warranty, which is longer than the full warranty provided by the manufacturer to MTA.  If the transponder fails within three years, due to normal use, it will be replaced for free.  After three years, customers will pay for a replacement transponder.  This policy will go into effect on or about April 24, 2006.  If you currently have a transponder that is not working properly (e.g., you see a yellow "CALL FAST LANE" light when you pass through a toll plaza) you are urged to bring it into one of the four FAST LANE service centers for testing, or mail it to the address shown on your transponder.  If it is found to be defective (and not damaged or defaced) it will be replaced for free prior to April 24, 2006, regardless of how many years you have had it.  Starting April 24, 2006 only transponders in service for three years or less will be replaced for free.  This policy change will allow the MTA to recover the growing cost of replacement transponders (nearly $20 million worth in circulation) without imposing monthly fees or reducing service to its FAST LANE customers.  Finally, please be reminded that the transponder remains the property of the MTA.  This is required for manufacturer warranty purposes, and to establish a mechanism for the proper disposal of an inoperable transponder once you return it to the MTA.

Violation Enforcement Policy:

Violation enforcement policies and regulations are also being revised by the MTA, primarily to the benefit of customers who inadvertently or periodically "violate" the FAST LANE Program Agreement; for example, by forgetting their transponder, using a defective transponder, not updating their account information (e.g., license plates, credit card expirations) or by allowing their FAST LANE account to become insufficient.  In the event that a transponder is not read when using a FAST LANE (e.g., defective, not in vehicle) but the customer has maintained their account information and balance, a video toll (or "v-toll") is charged to their account.  Effective April 24, 2006 an administrative fee of $1.00 will be charged to cover the cost of manual v-toll processing (e.g., reading and inputting license plate number, cross-checking FAST LANE customer data base, applying proper toll to account).  This is intended to help cover the cost of processing v-tolls while preventing customers from receiving violation notices (and $50 fines) instead.  No administrative fees will be charged until April 24, 2006 providing customers about three months to replace defective transponders and update their accounts. 

FAST LANE violators (e.g., no account, or insufficient balance for which to charge the toll) will continue to receive a mailed notice and $50 fine - after one initial warning (for which only the missed toll amount will be requested).  However, the amount of time allowed for payment or appeal will be extended from twenty-one (21) days to sixty (60) days.  In addition, FAST LANE customers who appeal or dispute their violation and resolve the problem that led to it (e.g., replacing a defective transponder, updating their account, maintaining a proper account balance) may have their $50 fine waived by the MTA.  Instead, customers may be required only to pay the missed toll plus an administrative fee to cover the cost of violation processing and mailings ($5 up until the 60th day, and $10 plus the Registry of Motor Vehicles' non-renewal "marking fee" thereafter).  The intent of this policy change is to provide a formal mechanism for FAST LANE customers to appeal or dispute unintentional or occasional violations without being subject to paying the full $50 fine. 

What You Can Do:

The FAST LANE system has been designed to instantaneously show you if there could be a problem with your transponder or account balance.  All you need to do is to watch the FAST LANE signal lights each time you pass through the toll plaza (see enclosed diagram).

If you see a green "THANK YOU" light, the toll was properly charged to your account.

A middle yellow "LOW BAL" (Low Balance) light indicates that your account needs to be replenished.

The top yellow "CALL FAST LANE" light indicates that there may be a problem with your transponder, or that your account is insufficient.  In this case, you have been recorded as a violator and will receive either a v-toll (if vehicle license plate is included in your account and funds are available for toll) or a violation notice.  Should you ever see this light please call the FAST LANE Service Center at 1-877-MASSPIKE (877-627-7745), or visit the nearest Service Center, as soon as possible.  A customer service representative will be able to check your account and provide further direction for you.  In the meantime, to prevent additional violations and administrative fees, use "cash only" lanes until the problem is resolved.

The policy changes relative to transponder charges and v-toll administrative fees will not go into effect until April 24, 2006, providing customers three months to address any problems with their transponder or account.  If you have seen a "CALL FAST LANE" light and would like to have your transponder tested you can stop in at any of the four FAST LANE Service Centers (Auburn, Springfield, Natick or East Boston).  If you need directions to the nearest Service Center, or would like to update your account information, you can visit the FAST LANE website or call the FAST LANE Service Center at 1-877-MASSPIKE (877-627-7745).

Thank you again for your participation in the FAST LANE program, as well as your use of the Massachusetts Turnpike and tunnel system.  You are considered a valuable customer, and we look forward to serving you in the future.