DFW Airport answers to Tim Ryan about toll tag delays - Dallas News | myFOXdfw.com

DFW Airport answers to Tim Ryan about toll tag delays

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DFW Airport said it is working to fix all the problems with a high-tech system that was designed to read drivers' toll tags leaving the airport.

Earlier this week a computer glitch caused backups as people were trying to leave the airport at the north exit gate. At times, the line to get through was 20 cars long. At one point gate employees had to manually operate the gates, making the line even longer.

FOX 4's Tim Ryan demanded answers in an interview with spokeswoman Cynthia Vega.

"Cynthia, before this system was put into place everything was working just fine. We used to blow right through the airport all the time using our toll tags. All of a sudden last Sunday we came back and were stuck in line for 20 minutes with these poor little guys scrambling around handing us a paper ticket," he said.

Vega said the new system is working normally again. And she defended it by saying even the old system had its issues and occasional delays, especially during peak hours of the day.

"We have with this new system doubled the number of lanes that you can now move through on both ends of the airport, both north and south. And so you'll also notice that they're all toll tag friendly. They all allow you to use a toll tag to move through," she said.

"That's going to be great when it works, but it has not been working," Tim interrupted.

He asked why no one did anything to compensate for the mess. He gave the example of finding a fly in his food at a restaurant. Someone usually gives him the meal for free.

"Why didn't they just open the toll tag gates and let everyone through when they were stuck for a very long period of time in many cases?" Tim asked.

"Well, we did have people out there manually moving people through and to acknowledge we do have a system that has had three glitches that we have experienced so far. When we rolled out this system, so you know, we spent two years testing this system live in one of our remote lots without any issue. We did not anticipate these glitches. We are not happy about these glitches. We are more frustrated than the customers are because we are all about providing good customer service," Vega said.

Vega said they could not have simply opened the gates because if someone goes into the airport with a toll tag, their exit must be recorded in the system or else they will continue to be charged until the next time they go to the airport.

"DFW Airport is taking full responsibility for this new system and we are working diligently. We have IT teams out there as we speak trying to figure out what is causing these glitches so that we can fix them permanently," she said.

She apologized and said the airport really does want customers to have a positive experience.

The phone number for parking customer service at DFW Airport is 972-973-4840.

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