New Ohio Turnpike toll system saves costs, but has caused confusion – Discarded gates remain alongside toll plaza

by Dan Holland

Final implementation of the Ohio Turnpike’s new toll collection system, which initially began as a study in 2016, was implemented this spring. The upgrades can be seen at toll plazas all along the 241-mile-long roadway, including Toll Plaza 173 in Richfield, which connects motorists to both I-77 and Brecksville Road.

According to Ohio Turnpike statistics, nearly 5.8 million vehicles passed through Toll Plaza 173 in 2021.

“It was time to replace the old toll collection system,” said Charles Cyrill, director of marketing and communications for Ohio Turnpike Infrastructure Commission. They adopted a strategic plan in December 2017 to build the infrastructure to support a modern, state-of-the-art electronic toll collection system and a transition to a new customer service center.

According to an OTIC news release, the modernization of the toll collection system, which included removal of the gates, has been implemented at 20 toll plazas. The upgrades include automated toll payment machines that accept cash or credit card for drivers who have not signed up for an E-ZPass account.

The lane conversion process included installation of dynamic message signs on the gantry above the converted entrance lanes that read: “TICKETS/E-ZPASS,” “E-ZPASS ONLY” or “TICKETS ONLY,” so motorists can choose the appropriate lane. 

According to Cyrill, motorists enrolled in the E-ZPass system save money on tolls and experience reduced travel times because of open-road tolling with the pass-through lanes. Passenger vehicles save about 33% on tolls, compared with customers paying by cash or credit card, said Cyrill.

The updates are expected to save the turnpike on operating costs with a reduction in the number of toll plazas from 31 to 24, the elimination of toll gates, and a projected increase in E-ZPassusage.

OTIC Executive Director Ferzan Ahmed said the new toll system and the upgraded customer service centers are a significant milestone for the highway system.

Drivers’ problems

Cyrill responded to recent media stories about drivers having problems with the new system. He said that 97.2% of the transactions have been successful and most of the problems were caused by drivers not using the system correctly. He said that often the transmitter is not positioned properly in the windshield, or is held by the driver. In addition, he said an error occurs when a license number or credit card information associated with the account is changed but not entered into the turnpike system.

“Our signage is very clear and repeated more than once,” he added. He said that those traveling without E-ZPass should be sure to drive through the correct lane and take a ticket. When exiting the turnpike, they can pay by cash or credit card.

Discarded gate

Representatives of the turnpike would not address the issue of discarded metal and concrete gate materials that have been sitting adjacent to Toll Plaza 173 since 2009. Mayor Michael Wheeler said he has contacted them several times and no action was ever taken.