We wanted to share some of the common questions our customer service center is hearing.
Why am I waiting on the phone?
Customers calling the customer center are waiting on average about 25-minutes to talk to a customer service representative. Why? With the launch of express toll lanes and the civil penalty reduction program, we’ve nearly doubled our monthly call volume. The monthly call volume in September and October was about 120,000 – our typical call volume is 60,000 to 70,000.
Reducing call volumes and wait times is our top priority. We have continued extended call center hours, so the call center is available from 7 a.m. to 6 p.m. Monday through Friday. The call center is also open Saturday from 9 a.m. to 1 p.m. Advice if you’re calling: Typically, Monday through Wednesday have heavier volumes with longer wait times. Thursday and Friday have slightly lower call volumes and wait times. Calling earlier in the morning may also help.
Are there things I can do online without calling customer service?
Customers can address most of their account needs without waiting on hold by visiting mygoodtogo.com. Here are step-by-step instructions how to perform the most common account requests online:
- Open a Good To Go! account
- Make a payment
- Add or remove a vehicle
- Activate a Good To Go! pass
- Buy additional passes
Remember, you don’t need a Flex Pass to use I-405. Any Good To Go! pass will work to pay the toll or you can use Pay By Plate. If you only drive alone on I-405 or only drive as two person carpools during the peak periods you don’t need a Flex Pass. You only need the Flex Pass if you are a carpooler meeting occupancy requirements and want to travel toll-free on the I-405 express toll lanes.
Remember, you don’t need both passes! If you have an old sticker pass and purchased a new Flex Pass, remove that sticker before you install your Flex Pass to avoid billing issues!
Where’s my Good To Go! Pass?
Drivers ordering a pass through Good To Go! are currently waiting three and a half weeks to receive their order.
- Waiting on a Flex Pass? If you are waiting to receive the pass you ordered online through Good To Go! or over the phone, you can visit a walk-in center and they can fulfill the order for you right then and there.
- Need a Flex Pass now? Visit a retail location. Be sure to call the retail store in advance to ensure they have the pass you need in stock.
- What if I’m waiting for my pass but have to use I-405 express toll lanes in the meantime? If you’ve set up your account with your license plate number and waiting for your pass, we will credit back the Pay By Plate fees. Also, if you can’t declare your carpool status because you’re waiting to receive your Flex Pass order, we will waive any tolls you’ve received driving the express toll lanes as a carpool. Customer service will confirm that your pass order is in progress.
Save $2 on every toll for I-405 Express Toll Lanes
- Get a Pass! – About 50 percent of drivers in the express toll lanes had a Good To Go! pass. That means 50 percent of trips on I-405 are paying extra on their tolls. If you’re receiving a bill in the mail, you’re paying an extra $2 more per toll. If you have an account but don’t have an activated pass installed in your vehicle, you’re paying an extra 25 cents per toll. That adds up! The cheapest way to pay is with a Good To Go! pass.
- Activate the Pass! – If you received a free pass or purchased a pass at a retail store, it still needs to be activated on an account. If you haven’t activated your pass, you will get a bill in the mail and pay higher toll rates on I-405 express toll lanes, SR 520 and Tacoma Narrows bridge. Visit MyGoodToGo.com and open a new account or add your new pass to an existing account.
- One pass, one car! Remove your old pass – We’re seeing a lot of folks with two Good To Go! passes in their vehicle – typically a sticker pass and Flex Pass. Please remove the sticker pass immediately because having two passes in a vehicle may result in incorrect bills.
The I-405 express toll lanes signs show up to three destinations. – What will you pay if you’re traveling to a destination in between those zones? Let’s say you’re starting in Bellevue and going to NE 160th St:
- Look for the sign prior to the entry point listing rates showing three different rates for the three destinations: NE 124th St, SR 522 and I-5.
- These three destinations show the rates for any exit up to these point.
- Drivers exiting at NE 160th would pay $2.50 because they are traveling past NE 124th St and exit before SR 522.