How Highway Is Handcuffing Asset-Based OTR Carriers & Dispatch Teams

As both an asset-based OTR carrier and a dispatch service provider, our operation depends on being able to quickly add, remove, and swap users for dispatch, operations, and safety. Highway makes these basics remarkably difficult.

Invites that never show up

We regularly see user invites sent from Highway that simply never arrive in inboxes. No bounce, no error, just silence. While we chase invite links and re-send requests, trucks are waiting on a dispatcher who cannot get into the system that brokers now require.

Removing or changing users is next to impossible

Dispatch is dynamic — people change roles, drivers move, coverage shifts. In Highway, removing a user or changing access often turns into a ticket and a multi-day problem instead of a simple admin update. That is unacceptable for a live OTR fleet.

Support that carriers can’t rely on

When something breaks, we are bounced between Highway and the broker. Meanwhile, the freight clock keeps ticking. One public complaint describes it as “incompetent support that complicates getting loads through brokers” — that mirrors what we’ve experienced on our own trucks.

Not just a “dispatch problem” — this hits our fleet

Because we run our own trucks as an asset-based carrier, every delay in Highway isn’t theoretical — it’s missed appointments, late starts, and lost opportunities. Our OTR fleet cannot operate efficiently when a third-party platform makes it hard to get the right people logged in.

Many carriers are raising concerns about the volume and sensitivity of information Highway wants to collect: government ID photos, facial scans, truck and loan details, and ELD data access. For asset-based fleets that already protect driver information carefully, this feels like a new and unnecessary risk surface.

• Drivers’ personal IDs and selfies combined in one more third-party system.
• Truck titles, VINs, cab cards and payment info requested as part of onboarding.
• ELD data access that some carriers worry could be shared beyond the original purpose.

None of this changes the fact that we are operating our own tractors, paying our own insurance, and meeting our legal requirements as a carrier. Yet we can still be blocked from freight by a private platform that our drivers never asked to be part of.