October 2009 Archive — Dallas Limo Blog

D/FW Airport Express Parking Overcharges: The Problem Solver Story

In this archived Dallas Limo blog post, we look back at a Problem Solver report covering TollTag billing errors in the express parking lots at Dallas/Fort Worth International Airport, plus the corrections the airport ultimately made.

The Problem

Motorists who paid with TollTags in the express lots were charged the pricier terminal rate rather than the express rate. Since the billing happened automatically, plenty of travelers failed to notice the overcharge at first.

The Solution

The airport confirmed a defective data connection that was failing to pass information along, and crews set to work fixing it. Records revealed the express parking system had a long history of problems, and over 1,500 customers got about $40,000 in refunds across 2008 and through June 2009. An internal audit also turned up more customers who were due refunds, and their accounts were settled without them having to ask.

What Went Wrong

  • TollTag readers in the north express lot were unable to send information to the main toll booths.
  • Fiber optic lines, reader heads and lot-detection equipment all needed replacement.
  • Over an 18-month span, dozens of work-order tickets were filed for system faults.
  • Staff introduced manual checks, with someone writing down plates and stamping tickets so the lot could be reconciled against system records.

Refunds and Resolution

By September, the airport had received no refund requests. Officials said the problem seemed resolved and intended to replace the whole parking automation system — originally designed in the 1980s — sending the job out to bid again in December. Customers holding paperwork that showed an incorrect charge were encouraged to contact the airport for a refund.

About This Column

Every week, the Problem Solver finds experts to answer readers' questions or partners with authorities to sort out problems. Answers run here weekly and on the DMN Investigates blog at dallasnews.com.

Source: Dallas Morning News

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If you are heading to Dallas/Fort Worth International Airport, it pays to review your parking charges and keep your receipts. This archive entry is part of the Dallas Limo blog, where we share travel and airport news alongside our chauffeured service information.