|Customer Support Services||Operational|
Current Reported Incidents
Temporary System Maintenance – During routine maintenance of our back office system, our team discovered that some Peach Pass statements were not delivered through the automated process. We will be updating the accounts of customers whose statements were not delivered. These customers will have their Peach Pass statements uploaded to their online accounts. During this time, you will not receive any statement notifications. Once all statements have been added, this page will be updated to let you know.
Peach Pass Plus Parking Operations Temporarily Suspended–Peach Pass Plus Parking Operations at Hartsfield-Jackson Atlanta International Airport West Deck are temporarily suspended. Until operations are restored, if you park in the West Deck, you will be asked to pay the parking fees with your credit card upon exiting. Your credit card on your Peach Pass account will not be charged.
We apologize for any inconvenience or disruption this may cause to your travel plans. We will notify you when operations resume. For service alerts, please check our website, social media or your email if you are a Peach Pass subscriber.
Thank you for being a loyal Peach Pass Customer.
Temporary System Maintenance – Please pardon the inconvenience as our back office system is experiencing a temporary outage and we are conducting system maintenance at this time to determine the factors causing our systems to go offline. We’re making every effort to limit the duration of downtime in order to have the least impact on our customers, however we ask for your patience until the system is fully functional again. During this time you will not be able to access Peach Pass account online services like your account history or post payments. Additionally, our phone line system is impacted and the customer service center and DDS retail centers will not have access to Peach Pass information during this maintenance window and will be closing early. Thank you again for your patience and please continue to visit our website for maintenance updates.
Automated Statements – During routine maintenance of our back-office system, our team discovered that some Peach Pass statements were not delivered through the automated process. We will be updating customer accounts for those customers whose statements were not delivered. These customers will have their Peach Pass account statements loaded into their online accounts between May 17, 2022, and May 30, 2022. During this brief time frame, you will not receive any statement notifications. Once all statements have been added, this page will be updated to let you know.
Toll Mode Feature: Non-Toll Mode Status/Workdays Option – Currently our toll mode feature has been experiencing technical issues. Within the toll mode feature, the non-toll mode status “workdays” option is not registering this selection in the system. This includes whether the selection is made digitally using the mobile app, IVR, and website, or via direct customer contact with a customer service representative. The selection must register in our system for the account to be credited, thereby preventing a toll charge. Our team is working diligently to resolve this issue quickly and we apologize for any inconvenience this has caused during your daily travel on our Express Lanes. We will update you on the progress of the resolution. In the meantime, we are conducting a thorough review to ensure that toll charges have not been erroneously assessed to customers selecting the non-toll mode status “workdays” option and we will reconcile and credit any account where a toll charge has been improperly
Requests for violations to be resolved through Professional Account Management (PAM) – SRTA contracts with Professional Account Management (PAM) to service violation payments. Although they are a collection agency, they offer services to help supplement staff as well, and we are using them as an extension of our inhouse payment team. For outstanding balances that are past due PAM is handling the payments on our behalf, but rest assured this is NOT having a negative impact on your credit. To ensure the accurate handling of your matter SRTA Customer Service Center agents will open a case and escalate the matter to PAM on your behalf.
Vehicles make &/or model defined as “Other” – Vehicle information that does not exactly match an auto manufacturer’s official vehicle names were replaced with the word, “other” in the data migration. This typically occurs when there is typo in the spelling of the make or model information, or where the model name is very new. Customers can go to mypeachpass.com, the Peach Pass GO 2.0 app, or call into Customer Service to update the information.