Dart Charge user experience – Transport Focus correspondence

22 August 2016

The Dartford Crossing is the bridge (southbound) and tunnels (northbound) that cross the Thames and connects the M25 in Essex with the M25 in Kent.

In November 2014 the system for collecting the toll changed to a ‘free-flow’ scheme, known as Dart Charge.  Instead of paying at the point of crossing (at a toll booth), payment is now made online or by phone, before or soon after using the crossing.

Transport Focus welcomes the journey time improvements that the Dart Charge scheme has delivered for road users. However, concerns continue to be expressed about the process for making payments and the administration of Penalty Charge Notices issued to those who Highways England’s records show haven’t.

We have been meeting the company to discuss these concerns. Subjects discussed included the need to make the Dart Charge website easier to use, that some road users, particularly those using a hired vehicle, can receive a Penalty Charge Notice even when they have paid and the need for clearer signage at the crossing.

We have followed up in writing with Highways England and have been pleased with progress and the commitment to deliver improvements for users. You can download our letters and the responses we have received by clicking the links below.