Data provided by Kentucky and Indiana show that wait times fell for the fourth straight month in April.
New toll system operator ETC met fewer and fewer customer care targets -- from call wait times and timely emailed responses -- during its first months running RiverLink.
The move comes as call wait times have ballooned to an average of 30 minutes. The goal is to have 80% of calls answered in less than one minute.
Monthly bills for drivers without a RiverLink account and a new customer service center in Louisville are part of Electronic Transaction Consultants' plan for toll collections.
A new study provides the best look to date on how much money isn't being received from drivers without a transponder for the Louisville-area toll bridges.
It's now likely that RiverLink, the high-speed toll network between Louisville and southern Indiana, won’t meet its revenue goals for the first time since opening in early 2017.
The all-electronic toll system still will be charging drivers, but new late fees are being suspended until the customer service centers reopen.