News

Lane Closures Scheduled for Toll Equipment Maintenance

Overnight lane closures will take place between 8 p.m. and 5 a.m.

Overnight lane closures are scheduled beginning Wednesday, January 31 near the Lewis and Clark, Kennedy and Lincoln bridges. Closures near toll gantries will allow for routine maintenance of tolling equipment.

The closures are planned for the following dates and locations:

Wednesday, Jan. 31 – Thursday, Feb. 1:

  • Lewis and Clark Bridge (SR 265/KY 841, both directions): Alternating inside and outside lane and shoulder closures

Friday, Feb. 2 – Monday, Feb. 5:

  • Kennedy Bridge (I-65 South): Alternating inside and outside three lanes and shoulder
  • Lincoln Bridge (I-65 North): Alternating inside and outside three lanes and shoulder

Tuesday, Feb. 6:

  • Court Avenue (Exit 0) in Indiana

Closures are expected nightly between 8 p.m. and 5 a.m. Drivers should be alert, watch for signage, and slow down in the work area.  All ramps will be open.

The actual starting date and duration may be adjusted if inclement weather or other unforeseen activities occur.

Additional Customer Care Support Now Available

More competitive pay offered for local customer service representatives

The Joint Board for the Louisville — Southern Indiana Ohio River Bridges Project has approved a Change Order designed to improve customer service for drivers using the tolled bridges. It includes temporarily adding immediate customer care support with dozens of additional representatives answering calls and higher pay for local customer service representatives to build and retain the team at the new local call center.

“Transitioning to a new tolling system and resuming invoicing has led to a large spike in customer service needs, and we’re working hard to answer that demand,” said Amanda Spencer, assistant state highway engineer with the Kentucky Transportation Cabinet. “We know this will not be an immediate fix, but it’s a big step in the right direction. We appreciate our customers’ patience during this transition period.”

In addition to the local customer call center, calls are being answered at a temporary call center with experience in tolling needs. Global Agility Solutions is providing up to 50 additional representatives to answer calls during this high-volume period. The Joint Board will pay up to $2.3 million over 9 months for the effort. Additional agents started taking calls late last week.

In addition, hourly rates are being increased to help retain local customer service representatives. The Joint Board will reimburse Electronic Transaction Consultants, the new toll service provider, an additional $8.50/hour for customer service representatives to offer more competitive wages to help retain workers locally. That includes a pay increase of up to $5/hour. Additional dollars are for overhead costs.

“The states were committed to building a local call center when we changed providers, and we’re just as committed to building and retaining a quality team to assist our customers,” said Matt Fulkerson, tolling operations director for the Indiana Department of Transportation. “The competitive labor market is still reacting to high inflation rates, and we want to invest in local jobs. We value our representatives and the assistance they’re offering our customers.”

The Joint Board is investing just over $1 million to supplement the hourly rates of customer service representatives. The increase is only for employees at the local call center and the local RiverLink Walk-Up Centers.

ETC will also provide an on-site Business Systems Analyst to oversee training, system and data analysis and quality assurance.

High Customer Service Needs

As anticipated, high customer service needs have followed the September transition to a new toll service provider. Those needs increased significantly when invoicing resumed late last year. Invoicing was on hold from April 2023 – September 2023 during the transition to a new toll service provider.

Invoicing slowly resumed in late 2023 with first monthly bills for April – September crossings distributed by the end of 2023. First monthly bills with September – current crossings are expected to be up to date by the end of February 2024.

With the high number of inquiries expected to continue and the current backlog to work through, it will take time for hold times to return to normal levels. Patience is appreciated, and assistance will be provided as quickly as possible.

As always, the fastest, easiest and most cost-efficient way to cross a tolled bridge is with a prepaid account and transponder. With a prepaid account in good standing, you’ll pay the lowest toll rates and never receive an invoice. Drivers can visit this page to set up a prepaid account.

Joint Board

The Joint Board includes transportation and finance leaders from Indiana and Kentucky. It was created to help facilitate the financing and construction of the Ohio River Bridges Project and has long-term oversight and management responsibility of the project.

Paying Your Monthly RiverLink Bill Online

RiverLink customers can easily pay their monthly bills online. They simply need to have their monthly bill and license plate numbers, and follow these steps:

  1. Go to RiverLink.com.
  2. Click the green Pay Bill or Open/Manage Account button.
  3. Enter your monthly bill number and license plate number at the top of the page.

RiverLink has streamlined the landing page for paying monthly bills and managing prepaid accounts. Previously, some site users were attempting to enter a username or password. That information is only for drivers managing prepaid RiverLink accounts. The section to pay a toll has been moved to the top of the payment page.

Drivers with prepaid accounts will simply scroll down to enter their information and manage their accounts to view crossings, sign up for auto-replenishment, add a vehicle, etc.

Monthly billing resumed this fall after being on hold since April 2023 during the transition to a new toll service provider. As customers receive their monthly bills, they may want to consider RiverLink Fee Forgiveness. Tolls are rolled back to transponder rates and fees are waived when a driver opens a prepaid account. Eligible drivers save 50 percent, so the savings can be substantial.

The fastest, easiest and most cost-efficient way to cross a tolled bridge is with a prepaid account and transponder. With a prepaid account in good standing, you’ll pay the lowest toll rates. Drivers can visit this page to set up a prepaid account.

Invoicing Resumes for Customers without Prepaid Accounts

Invoicing has been on hold since April 2023

Invoicing has resumed for RiverLink customers without prepaid accounts and transponders. Invoicing for new crossings had been on hold since April 2023. Holding invoicing during the transition to a new toll service provider helped to prevent overlap between the two providers and confusion for customers.

New Monthly Bills

One of the biggest improvements for customers using the tolled bridges without prepaid accounts and transponders is the addition of new monthly bills. The bills are similar to a utility bill or credit card bill. Drivers will see crossings for the month, unpaid tolls, and fees in spot. Drivers will receive one monthly bill per vehicle.

Consolidated monthly bills will help drivers track all activity in one spot, without juggling multiple invoices. In addition to streamlining the billing process, customers will also see customized savings if they open a prepaid account. Tolls owed are rolled back to transponder rates and previous fees are waived. The savings can be substantial. Drivers save more than $2.50 per crossing with a prepaid account and transponder.

What to Expect

The first monthly bills are being sent to customers. Not all customers are on the same billing cycle, and it may be later this year before a customer receives a first monthly bill. The new provider is catching up on held crossings in order, beginning in April.  It will take time to catch up on invoicing and older transactions are expected on the first several monthly bills. Fees will not be applied until a first toll notice on a monthly bill is unpaid.  

With held crossings now posting, some customers will see significantly higher invoices. It’s an ideal time to consider opening a prepaid account to take advantage of lower toll rates. No fees have been added while invoicing was on hold.

Payment plans are available. Payment plans are offered to customers once every 12 months. Customer service can help with guidance and assistance in signing up for a payment plan. That assistance can be provided in-person at one of two RiverLink Walk-Up Centers. One is located at 204 S. Floyd St. in downtown Louisville and the other is located at 103 Quartermaster Ct. in Jeffersonville. Customers can also call 855-RIV-LINK for assistance.

Direct communication with customers alerting them to held invoicing started earlier this spring and has continued throughout the transition to a new toll service provider.

Prepaid Account Holders

Customers with prepaid accounts may also see older crossings posting to their accounts. These crossings are video transactions (v-tolls) in which your transponder was not read while crossing a tolled bridge.

Because of the transition to a new provider, all video transactions have been on hold since April 1, 2023. With the new provider in place, held transactions are starting to be processed. Customers who had any v-tolls during this period will start to see these crossings post to their prepaid accounts. All activity should be up to date by early 2024.

Two-Week Closure Planned for Court Avenue Exit Ramp

New tolling equipment is being installed and tested

A two-week closure is planned for the ramp from the Lincoln Bridge (I-65 North) to Court Avenue in Jeffersonville (Exit 0). During the closure, crews will be removing old tolling equipment and installing and testing new equipment. The upgraded equipment is part of RiverLink’s transition to a new toll service provider.

During the closure, a signed detour will be in place directing motorists to Exit 1 in Jeffersonville.

The closure is planned for the following dates and location:

Sunday, Nov. 5 – Saturday, Nov. 18

  • Court Avenue exit ramp from I-65 North (Lincoln Bridge)

The closure is expected to begin around 8 p.m. on Sunday, Nov. 5. The actual starting date and duration may be adjusted if inclement weather or other unforeseen activities occur.

Lane Closures Scheduled to Install New Toll Equipment

Overnight lane closures scheduled on Lincoln and Kennedy bridges

Overnight lane closures are scheduled on the Lincoln and Kennedy bridges the next two weeks to install new toll equipment.

The upgraded equipment is part of RiverLink’s transition to a new toll service provider.

The closures are planned for the following dates and locations:

Wednesday, July 19 – Friday, July 21:

  • Lincoln Bridge (I-65 North): Three inside lanes and shoulder

Sunday, July 23 – Friday, July 28:

  • Lincoln Bridge (I-65 North): Three inside lanes and shoulder
  • Kennedy Bridge (I-65 South): Three inside lanes and shoulder

Closures are expected nightly between 8 p.m. and 5 a.m. All ramps will be open. Drivers should be alert, watch for signage, and slow down in the work area.

The actual starting date and duration may be adjusted if inclement weather or other unforeseen activities occur.

Lane Closures to Continue Next Week for Toll Equipment Installation

Overnight lane closures on Lewis and Clark Bridge

Overnight lane closures are expected to continue next week on the Lewis and Clark Bridge (KY 841/SR 265) to install new toll equipment.

The upgraded equipment is part of RiverLink’s transition to a new toll service provider and investment in technology and services.

The closures are planned for the following dates and locations:

  • Sunday, June 18 – Wednesday, June 21: Inside lane and shoulder (both directions)

Closures are expected nightly between 8 p.m. and 5 a.m. Drivers should be alert, watch for signage, and slow down in the work area.

The actual starting date and duration may be adjusted if inclement weather or other unforeseen activities occur.

Reminder: New Toll Rates Effective July 1

Toll rates are updated every year

New toll rates for three bridges connecting Louisville and Southern Indiana begin July 1, 2023. Rates will range from $2.52 to $15.09, depending on the size of the vehicle and whether the driver has a prepaid account.

RiverLink accounts allow drivers to safely and efficiently cross the Ohio River while paying the lowest toll rates. Drivers with transponders and prepaid accounts in good standing save more than $2 per crossing. In a passenger vehicle, the savings is 50% per crossing. The easiest way to maintain a positive account balance is by choosing auto-replenishment and linking the account to a valid payment method.

Toll revenue is used to meet the financial obligations of the Ohio River Bridges Project and to pay for operations and maintenance of the bridges and roadways in the project area.

Tolling is in place on the I-65 Abraham Lincoln Bridge, I-65 Kennedy Bridge and SR 265/KY 841 Lewis and Clark Bridge connecting Prospect, Ky. and Utica, Ind.

Toll rates increase annually by 2.5 percent unless the rate of inflation (as measured by the Consumer Price Index) is higher. The April 2023 CPI used to calculate this year’s increase was 4.9 percent.

Indiana Walk-Up Center Expected to Reopen Late Summer

As a reminder, the Indiana Walk-Up Center closed in late May to complete renovations and prepare for the transition to a new toll service provider. Several improvements in the customer experience are expected with the new provider. The walk-up center in Jeffersonville is anticipated to reopen in late summer.

The Kentucky Walk-Up Center remains open to serve customers. It’s currently located at 400 E. Main Street, Suite 102. The walk-up center in Louisville will be moving to a new downtown location when the new provider is in place.

Lane Closures to Begin Next Week for Toll Equipment Installation

Overnight lane closures scheduled on Lewis and Clark Bridge

Overnight lane closures are scheduled on the Lewis and Clark Bridge (KY 841/SR 265) the next two weeks to install new toll equipment. Closures are expected Sunday, June 4 – Saturday, June 17.

The upgraded equipment is part of RiverLink’s transition to a new toll service provider and investment in technology and services.

The closures are planned for the following dates and locations:

  • Sunday, June 4 – Friday, June 9: Inside lane and shoulder (both directions)
  • Sunday, June 11 – Friday, June 16: Outside lane and shoulder (both directions)

Closures are expected nightly between 8 p.m. and 5 a.m. Drivers should be alert, watch for signage, and slow down in the work area.

The actual starting date and duration may be adjusted if inclement weather or other unforeseen activities occur.

Lane Closures Scheduled Next Week for Toll Equipment Maintenance

Overnight lane closures will take place between 9 p.m. and 5 a.m.

LOUISVILLE, Ky. (Thursday, March 30, 2023) – Overnight lane closures are scheduled on Interstate 65 North and South and the Gene Snyder Freeway (KY 841) beginning Monday, April 3, with a projected completion date of Friday, April 7.

Closures will take place at night between 9 p.m. and 5 a.m. for annual preventative maintenance on overhead equipment at the toll plazas to optimize performance of the tolling system.

The routine toll plaza maintenance will take place at the following times and locations:

  • Monday, April 3 – One lane and shoulder of Interstate 65 North will close at MM 135 in Kentucky. Three lanes and the shoulder of Interstate 65 North will close at MM 0.2 in Indiana.
  • Tuesday, April 4 – Two lanes and the shoulder of Interstate 65 North will close at MM 0.2 in Indiana. One lane of the ramp to Court Avenue (Exit 0) off of Interstate 65 North will close in Indiana. These closures will require traffic to shift lanes.
  • Wednesday, April 5 – One lane and shoulder of Interstate 65 South will close at MM 2.3 in Indiana. One lane and shoulder of Interstate 65 South will close at MM 0.8 in Indiana. Three lanes and the shoulder of Interstate 65 South will close at MM 0.2 in Indiana. Traffic will be required to switch lanes at the Court Avenue entrance ramp into the existing closure.
  • Thursday, April 6 – Three lanes and the shoulder of Interstate 65 South will close at MM 0.2 in Indiana. One lane and shoulder of Interstate 265 South will close at MM 38 in Kentucky. These closures will require traffic to shift lanes.
  • Friday, April 7 – Two lanes and the shoulder of Interstate 265 North will close at MM 36 in Kentucky. One lane and shoulder of Interstate 265 North will close at MM 38 in Kentucky. These closures will require traffic to shift lanes.

Drivers should be alert, watch for signage and slow down in the work area.

The actual starting date and duration may be adjusted if inclement weather or other unforeseen activities occur.