M50 Toll Bridge Disaster Continues

Image by: Merrionsq

There were always going to be teething problems associated with the new barrier free M50 toll bridge system. However, the fact that over one month later the Toll Bridge is down to failing to read 10,000 cars a day can hardly be described as teething problems. Apart from this staggering figure, there are the added nightmares of people being charged and fined for not paying a toll when they have been nowhere near the M50 and the long hold times when you try to ring up to rectify a mistake and fines of €40 being issued before the grace period is up.

“According to the Department of Transport, the failure rate results from the system failing to read tags or misreading them, failures in reading number plates and human error in matching photos of number plates with registered tag holders.” – Irish Times – 1 October 2008

The backup plan for tags which can’t be read while passing through the toll has also failed in many cases, with fines being sent to tag holders. This author is a holder of an EazyPass tag, and I received an email during the week stating:

“If you are a registered customer with EazyPass and you have received an eFlow notice in relation to M50 tolls, eFlow confirms that all of these notices will be canceled and the original toll only (at the tag rate) will be transferred onto your tag account.”

I signed up for an EazyPass tag for the handiness factor and now I have to check my tag for charges on trips I didn’t make. I’m beginning to wonder why I have to do the job of the Toll collector.

Image by: Irish Typepad

A National Roads Authority spokesman stated: “We are eliminating the errors all the time.” He added that, when bedded in, the new electronic tolling system would be “the finest in the world”. Meanwhile Fergus O’Dowd, the Fine Gael transport spokesman gave a more accurate statement on the proceedings when he branded the chaos and failures as “appalling and disgraceful”. Mr O’Dowd said motorists had been warned about minor problems, but “in no way could this be branded as teething troubles”.

The issues associated with fleet management and car hire companies has been addressed in this blog previously. According to the Irish Times (24 September 2008), car hire and fleet companies are dealing with up to 100 fines a day in error. It is very hard for car hire and fleet companies to act as toll collectors if the toll company cannot even complete their basic function. It seems every method of paying the toll is faulty and Merrion Fleet Management have even been fined for tolls that were paid over the phone and had receipts for.

“Dublin-based Merrion Fleet Management said one member of staff is now working full time on attempts to sort out erroneous fines, while up to 12 other executives are spending about one hour a day on the problems.” Irish Times – 24 September 2008

The NRA stated they were aware of the issues and has set up a database for fleet and car hire companies. This is the same database that the car hire companies have opted out of, instead placing the responsibility for paying the fine with the customer.

Colm Brady of Thrifty Car Rental Ireland, which is asking customers to pay the tolls themselves, criticised the NRA for its failure to take on board industry concerns:

Despite the problems associated with tolls for cars that have actually travelled over the bridge, the fines being issued to drivers who never used the bridge are mystifying. Among the complaints are demands and fees for cars which it is claimed are off the road, for cars where the owner was abroad; for double charging; and complaints about the length of time it takes to get through to call centres. The long delays associated with phoning eFlow to sort out misapplied fines have resulted in people giving up and just paying the €40 fine even though they didn’t use the service.

AA Ireland have come out today and said that motorists should not pay fines on trips they have not taken.

“Motorists do not deserve this. The mess is not of their making, and they should not be expected to be the ones to resolve it. It is not reasonable to expect people to queue for ages to get through to a call centre. We are all busy enough. The NRA needs to put its house in order.”