DFW Airport has issued an apology and says the problem is fixed.
Dallas/Fort Worth (DFW) International Airport today is apologizing to NTTA TollTag customers who have been unintentionally and inaccurately charged at the Airport in recent weeks, following the change to DFW’s new Parking Control System. The Airport believes the issues causing the erroneous charges have been largely curtailed moving forward, and DFW pledges to provide quick refunds to anyone who received an inaccurate charge on their North Texas Tollway Authority (NTTA) TollTag account.
“We are truly sorry for the inconvenience. Even though 99% of our customers are being billed correctly, we know that 99% is not good enough, and we are working hard to eliminate the issues and to quickly refund those customers we have impacted,” said Chris Poinsatte, Chief Financial Officer of DFW Airport. “We want to reassure our customers that we will certainly do everything we can to ensure an accurate charge on their next visit, and fast, friendly customer service if there is any issue to resolve.”
Anyone with a potential issue to report is asked to call DFW Parking Guest Relations at 972-973-4840 or send an email to email@example.com.
DFW will post a refund electronically to the customer’s credit card account immediately after each case is processed. The time required for each customer’s credit card account to reflect the credit will vary from several hours to several days, depending on the credit card company.
Most of the erroneous charges stemmed from misread TollTags or because a vehicle entry or exit was not properly recorded due to a manual intervention to prematurely lift a gate arm. Some customers have experienced overcharges while others have not been charged at all.
DFW Airport is asking customers who use TollTags to expect 4 to 8 seconds of processing time before the gate arm allows them to exit the Airport under normal conditions. This allows a multitude of computerized transactions to be completed. DFW also advises drivers to maintain their vehicle in a stationary position while the TollTag is being read.
While it takes longer to process individual TollTag customers under the new system, overall customers are experiencing shorter wait times at the entry and exit plazas because there are many more lanes available and because more automated transactions allow more customers to be processed simultaneously.
Under the new system, every entry lane is automated, and the majority of exit lanes are also automated. For passengers needing assistance to exit, six booths are staffed with cashiers at the north exit plaza, and there are seven manned exit booths at the south plaza. Guests opting to pay with cash when exiting the Airport can still do so in the left exit lanes of the parking plazas.