'Software issue' causes canceled Kentucky driver's license appointments, forces rescheduling

LOUISVILLE, Ky. (WDRB) -- Canceled appointments at regional offices for driver's licenses are forcing some Kentuckians to reschedule after already waiting several weeks.

The state posted on the KYTC Drive Facebook page, saying it apologizes for the inconvenience, but there was a software issue transitioning to a new scheduling system and some appointments at Driver Licensing Regional Offices were canceled.

It said impacted customers were notified and asked to re-book. An announcement was also posted on the state website.

"It's very frustrating. And I feel like their communication is not good at all," said Sharon Waitkus, a Louisville woman trying to get her REAL ID.

Waitkus said she was one of the people who got an email this week telling her she'd have to reschedule.

"... now we have to start all over again," she said.

In just a few months, REAL IDs will be required to board any U.S. flights or to access military bases. The enforcement date has been extended to May 7, 2025.

The requirement is part of the federal REAL ID Act, aimed at establishing minimum security standards for state-issued identification documents.

Kentucky now has nearly three dozen regional offices for licensing around the state, but some people have continued to complain of long lines for walk-ins or waiting weeks to get an appointment.

Waitkus said she tried making an appointment online for the Hurstbourne location late last year and the earliest she could get scheduled was this January. She said she was surprised to see she could even make an appointment for a holiday, which was Martin Luther King Jr. Day, but saw availability and signed up.

"And I thought to myself, 'That's kind of weird. But maybe they're trying to get people through,'" Waitkus said.

However, she said when she showed up for her appointment, there was a sign on the door saying the office was closed for the holiday.

"And there was another woman there too so I wasn't the only one," she said.

Waitkus said she went home and made a new appointment, this time for mid-February. But this week said she got an email telling her about the software issue and that her upcoming appointment had been canceled.

"Now for the third time I have to start all over again," she said. "And it's extremely frustrating. I just can't believe they can't be more efficient."

KYTC officials did not respond to an email about the situation Thursday. Waitkus said for now, she plans on rescheduling and hopes to get an appointment soon.

Kentuckians can renew their license up to six months before it expires. Anyone ineligible for renewal can upgrade to a REAL ID for $15 and keep your same expiration date. REAL ID licenses are available for $24 for a four-year ID, and $48 for an eight-year ID.

All Kentucky regional Driver Licensing Offices are equipped to issue REAL ID versions of licenses or identification. Kentucky residents who already have a REAL ID can renew online or by mail, but first time applicants have to apply in-person with required documents. A list of acceptable documents is available at RealIDKy.com.

Also beginning this year, Kentucky drivers will be required to pass a vision test to renew their driver's license, a change officials say is aimed at improving road safety. To read more about that change, click here.

To learn more about the transition to REAL ID in Kentucky, click here.

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