PA Turnpike Expands 24/7 Customer Support with New Online Features
PA Turnpike Expands 24/7 Customer Support with New Online Features
Customers can now get faster answers, more Spanish-language support and helpful travel information
MIDDLETOWN, Pa. — The Pennsylvania Turnpike Commission (Commission) recently introduced enhancements that better support visitors finding answers and support online. The improvements, delivered through Miles, the agency’s AI-powered virtual assistant, help visitors access information whenever they need it. Customers can now access information in English or Spanish throughout the chatbot experience, making it easier for Pennsylvanians and travelers to find the information they need in their preferred language.
“The recent updates to Miles reflect our commitment to continue improving our services to meet customer expectations, while allowing our customer service representatives to focus on those who want more personalized assistance,” said PA Turnpike CEO Mark Compton. “Whether someone needs help obtaining an E-ZPass transponder, understanding their invoice, checking travel conditions or finding information in Spanish, these enhancements provide faster, more convenient access to the information they need, when they need it.”
Customers will now receive more current travel information because Miles now reflects live roadway conditions and website updates, making responses more relevant and timely. Information about service plaza amenities is easier to browse and customers can quickly find emergency resources—such as 911 for life-threatening emergencies, *11 for Pennsylvania Turnpike Safety Patrol roadside assistance, or *47676 for motorists stopped in unexpected traffic backlogs. Customers can now provide immediate feedback of their chatbot experience, helping the Commission continue improving the experience over time.
Since launching in 2025, Miles has helped thousands of customers get answers immediately without searching through webpages, meeting modern customer expectations for online help. More than 44,000 conversations through the chatbot have helped reduce call center times, allowing customer service representatives to spend more time assisting those who prefer to speak with someone directly or have more complex questions. Nearly 70% of questions are resolved within the chatbot experience, allowing many visitors to get the information they need in just a few seconds. Recent updates are expected to further support customers’ needs and expectations.
Customers continue to have options. Those who prefer speaking with someone directly can still reach a customer service representative by phone or online by calling 1-877-736-6727 or submitting an online contact form. More than 300 individuals support customers across the PA Turnpike system every day.
The chatbot is part of the Commission's broader commitment to improving customer experience through new technology, expanded payment options and improved communication, including:
- The Road Ahead, a newsletter featuring safety initiatives, infrastructure updates, innovations and travel information. Sign up to receive either the general customer or trucker edition online: The Road Ahead | PA Turnpike
- Turnpike TV, a video series highlighting major construction projects, safety initiatives and transportation improvements.
- Expanded toll payment options, including Apple Pay and Google Pay.
- E-ZPass Go Paks, now available at approximately 730 retail locations.
- Cash payment options through KUBRA’s network of more than 85,000 retail locations for Toll By Plate invoices and E-ZPass account funding.
- The PA Toll Pay mobile app, downloaded more than 3.4 million times, allowing customers to manage E-ZPass and Toll By Plate accounts, update account information and order transponders.
- Active social media channels providing real-time travel information, construction updates and safety messages.
- Roadside assistance through the Pennsylvania Turnpike Safety Patrol, sponsored by GEICO. Customers can dial *11 from a mobile phone for assistance.
Visitors can chat with Miles anytime at paturnpike.com to get answers, plan trips or learn more about the Pennsylvania Turnpike services.
A national transportation leader, the Pennsylvania Turnpike (PA Turnpike) is the second largest tolling facility in the United States with the most miles. The PA Turnpike proudly supports safety and convenience for its more than 550,000 daily customers through 24-7 roadside assistance, round-the-clock food and fuel at 17 service plazas and a dedicated maintenance force and State Police Troop. The PA Turnpike’s approximately 1,400-person local workforce is unified in its mission; to operate a safe, reliable, customer-valued toll road system that supports national mobility and commerce. For more information about the PA Turnpike’s mission, vision and values, please visit Home | PA Turnpike.
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Media Contacts:
Crispin Havener, Assistant Press Secretary: 717-870-2841, chavener@paturnpike.com