On behalf of Maine Turnpike Authority, I would like to thank Kathy Shiplett for her letter to the editor, published on Dec. 24 (“Unwanted sass from E-ZPass“). Our E-ZPass customer service department has reached out to directly assist Ms. Shiplett. 

We recognize the harshness of the current notification letter regarding missed tolls, and we agree that it should better reflect a customer-focused approach. To that point, we are actively revising the letter to ensure it is clearer and more friendly in tone. 

As a reminder, Mainers can take advantage of discounted toll rates by enrolling in Maine E-ZPass. Customers who pay cash miss out on lower tolls and discounts for frequent travel. Drivers who make 30 to 39 trips per month receive an additional 20% discount, while those who make 40 or more trips per month — typical for commuters — receive a 40% discount. These savings are applied automatically. 

The Maine Turnpike is not a pay-by-plate facility; drivers must use cash or a valid E-ZPass to pay tolls, or a notice of violation will be issued. Anyone in need of assistance with a violation can speak to a customer service representative Monday through Friday, from 8 a.m. to 5 p.m., either in person at 2360 Congress St. in Portland or by calling 1-888-MTA-PASS. 

Again, thank you to Ms. Shiplett for raising these concerns. Our goal is to ensure clear, fair and respectful communication with all our customers. 

Andre Briere
Executive Director, Maine Turnpike Authority
Portland