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For Immediate Release: 10/01/19
Contact: Office of Media Relations and Communications | (518) 471-5300 |

Thruway Authority Staff to Offer Personalized Assistance to Customers on First and Third Tuesday of Every Month From 3 p.m. – 6 p.m.
Since End of June, Representatives Have Assisted More Than 635 Customers With E-ZPass and Tolls By Mail Accounts, Toll Bills, Violations, and More

The New York State Thruway Authority today announced Cashless Tolling Customer Assistance Sessions will continue at the Western New York Welcome Center on the first and third Tuesday of each month beginning Oct. 1, 2019. The extension is the result of the success and resident feedback of the previous sessions that have been held twice a week since June.

“Western New Yorkers have requested that we host more in-person outreach sessions and by extending our outreach, we are presenting customers an opportunity to quickly and conveniently get their questions answered and learn more about cashless tolling,” said Thruway Authority Executive Director Matthew J. Driscoll. “As the entire Thruway system converts to cashless tolling by the end of 2020, I encourage all Western New Yorkers to visit one of these sessions to learn about how cashless tolling works and to sign up for E-ZPass.”

Since the end of June, Thruway Authority staff have assisted more than 635 customers during the Customer Assistance Sessions. The vast majority of customers needing assistance have dealt with updating E-ZPass account information and Tolls By Mail payments. On average, more than 25 customers were assisted during each scheduled session.

Thruway Authority staff will continue to offer in-person customer assistance at the Western NY Welcome Center from 3 p.m. to 6 p.m. on the first and third Tuesday through at least the end of the year. Representatives will be able to address cashless tolling questions and offer personalized assistance for E-ZPass and Tolls By Mail customers. Customers are able to:

  • Resolve violations resulting from unpaid toll bills
  • Pay toll bills
  • Dispute toll bills
  • Update E-ZPass account information
  • Learn about Cashless Tolling on the Thruway system-wide by the end of 2020

Customers also have the opportunity to sign up for E-ZPass, the easiest and most convenient way to pay tolls on the Thruway and 16 states across the country. E-ZPass tags are available at the Taste NY Café and Market at the Western NY Welcome Center everyday between 7 a.m. and 7 p.m.

As Governor Cuomo announced, cashless tolling will be implemented on the entire New York State Thruway system by the end of 2020. Cashless tolling is already operational at the Thruway’s seven fixed-price barriers, including at the Grand Island Bridges.

When cashless tolling is operational, motorists drive under gantries with sensors and cameras that read E-ZPass Tags and take license plate images. Vehicles with E-ZPass tags are automatically charged and vehicles without E-ZPass tags will have their license plate image captured and a toll bill mailed to the registered owner of each vehicle. Customers without E-ZPass pay using Tolls By Mail

In preparation for cashless tolling system-wide, the New York State Thruway Authority encourages all drivers to sign up for New York E-ZPass. E-ZPass Tags are sold at more than 900 locations across that state including the Western NY Welcome Center, Thruway Service Areas, select cash toll lanes, local grocery and convenience stores, municipal locations, New York State DMVs, and online. To find a retailer near you, go to

It is also important for all motorists to keep their registration address updated at the New York State Department of Motor Vehicles (DMV). New York State law requires residents to keep their registration address current with the DMV to ensure bills are mailed to the proper owner. Drivers must update their address with the DMV within 10 days of moving. Drivers can update their address with the DMV by going to MyDMV.  

For comprehensive information on how cashless tolling works and tips on how to pay bills on time, visit the Thruway Authority’s website at


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