Metro ExpressLanes customer service down until Jan. 20 as office moves to Torrance

Metro ExpressLanes customer service down until Jan. 20 as office moves to Torrance

by Jonah Valdez

Metro ExpressLanes is halting their online and office customer service operations until Jan. 20 while the transportation program overhauls their toll technology and relocates to a new office, officials said.

During the transition from their Gardena to their new Torrance location, customers can still use the lanes during commutes, but will not be able to access or update their accounts.

Customers also cannot access the ExpressLanes website nor call customer service centers. While the new office located at 20101 Hamilton Avenue Suite 100A is set to open on Jan. 21, online services will resume on the 20th. The transition began on the 8th.

“We ask for the public’s patience as we’re going through the migration of data to upgrade the system to better hopefully serve your needs,” said Rick Jager, a spokesman for Metro.

The upgrade includes changes to their software and hardware systems that are used for tolling customers, Jager said. Customers can still use the lanes during commutes, but will not be able to access their accounts.

With a $290 million budget, Metro built ExpressLanes in the 110 and 10 Freeways in Los Angeles County, opening both in 2012. Its purpose was to give drivers the option of paying for a quicker ride, to reduce traffic congestion and reduce air emissions and greenhouse gas emissions.

However congestion on the freeways continued. And congestion within the express lanes later became its own issue due to an increase in solo drivers and drivers who cheat the system. Metro found that 65 percent of customers to use the lanes were solo drivers. Other drivers also found ways to trick the system to avoid fees.

About 239 million trips have been logged on the ExpressLanes from 2012 through June 2019, Jager said. The lanes run on stretches of the 110 Freeway from the 405 Freeway to South LA and on the 10 Freeway between the 101 Freeway near Downtown Los Angeles and the 605 Freeway in the San Gabriel Valley.

All credit goes to Jonah Valdez Originally published on https://www.dailynews.com