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For Immediate Release: 01/07/20
Contact: Office of Media Relations and Communications | (518) 471-5300 |

Staff to Offer Personalized Assistance to Customers on First Tuesday of Every Month From 3 p.m. – 6 p.m.
Since Original Outreach Event in May 2019, Thruway Authority Has Held More than Two Dozen Outreach Sessions and Assisted More Than 760 Customers

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 Tuesday of each month beginning Jan. 7, 2020. Since the original session in May 2019, the Thruway Authority has hosted 26 outreach events and assisted more than 760 customers with E-ZPass and Tolls By Mail account inquiries.

“We launched in-person outreach sessions at the request of residents and it has proven to be very successful over the last seven months,” said Thruway Authority Executive Director Matthew J. Driscoll. “We are committed to ensuring that our customers have an opportunity to address billing questions and learn about the Thruway’s complete conversion to cashless tolling by the end of the year.”

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

  • Resolve violations
  • Pay toll bills
  • Dispute toll bills
  • Update E-ZPass account information
  • Receive personalized E-Zpass Customer Service

As previously announced, the Thruway Authority is modernizing its 570-mile system by converting to cashless tolling by the end of 2020. Cashless tolling is already operational at the Thruway’s seven fixed-price barriers, including at the Grand Island Bridges. Construction continues on the ticketed system which is located between exits 15 (Woodbury) on I-87 and exit 61 (Ripley – PA Line) on I-90 as well as exits B1 – B3 (Berkshire Spur) and includes the Lackawanna and Williamsville toll plazas.

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.  


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subject to the State Administrative Procedure Act (SAPA), the Public Authorities Law, and the State Environmental Quality Review Act. Public hearings for SAPA will be conducted in 2020.