SmartTag lane removals cause chaos at PLUS toll booths

KUALA LUMPUR: Late last year, PLUS and Touch N Go issued a statement saying that the implementation of RFID will move across all highway toll plazas in stages which means the removal of SmartTag lanes.

This statement caused a lot of anger and confusion among Malaysian drivers as the SmartTag system has been running for years with no issue and using the RFID tag had its limitations.

With RFID your toll payment system was restricted to just the vehicle that is using the RFID tag which is a sticker (it must be stuck on the windscreen or headlamp) whereas with the SmartTag system you can carry your SmartTag reader from car to car.

For ride-sharing users (FLUX, GoCar, and SoCar) this was going to be a big issue. For families where they have a few vehicles in the house and it is shared, this is also an issue.

Meanwhile, after a large number of negative remarks on social media, PLUS senior management made a statement in late December 2021 saying that toll payments using TNG and SmartTAG will still be available despite the introduction of RFID technology. They clarified that both TNG and SmartTAG lanes will remain operational and only ONE RFID lane would be provided at each toll plaza on the Juru-Skudai stretch of highway.

So, there should be no issue for drivers still wanting to use their reliable SmartTag reader, right? Well, two days ago, on Monday, PLUS decided to re-designate some SmartTag lanes at key toll plazas as NEW RFID lanes. This move caused a lot of traffic jams as there were many SmartTag users forced to switch lanes and cut into the long lines at the regular Touch N Go lanes.  

Tempers flared and social media was buzzing with negative comments where even PLUS had to shut down its comments section on its website.

Meanwhile, as the traffic fiasco continued, PLUS issued a statement, NOT to apologies, but instead to say that they recorded an encouraging migration rate of 10 percent RFID transactions after its implementation on 15 January 2022 across the entire North-South Expressway over the weekend.

PLUS also said that they wished to thank their customers who have migrated to RFID as their toll payment of choice.

PLUS added that they appreciated the feedback and the public’s views on the congestion issue that arose at the toll plazas and are making improvements based on these feedbacks. It had doubled up the teams to assist customers at the toll plazas, as well as improving the visibility of directional signages to increase familiarity of RFID lanes.

The statement continued to say that highway customers are advised to ensure proper use of the lanes according to the guidance on the signage provided.

Highway customers who experience detection issues at the RFID lane need not worry as toll personnel will be on hand with a handheld device to scan the RFID tag. If the tag still remains undetectable, a coupon for a full detection diagnostic at the nearest Touch ‘n Go fitment center will be provided.

If the RFID tag still has detection issues after the test, Touch ‘n Go will replace the RFID tag for free.

Highway customers are welcome to provide feedback via the 1800-88-0000 PLUSLine and PLUS chatbot, P.U.T.R.I via the PLUS App, 24/7.

PLUS is hopeful that the increased RFID migration, which is in line with today's contactless payment digital lifestyle and use of e-Wallets, will bring about a smoother and more enjoyable travel experience.

For detailed information on the location of the Touch 'n Go RFID tag installation, highway customers can visit the Touch 'n Go portal at http://www.touchngo.com.my or download the RFID e-book at PLUS official website, www.plus.com.my and social media platforms including Twitter PLUSTrafik, PLUS Malaysia Facebook as well as PLUS App.

Also read: 30 kmph and 50 kmph speed limit to be a reality in Kuala Lumpur