Customer Assistance

It's easy to obtain information regarding your shipment 24 hours a day, 7 days a week by using our bnsf.com Tools or our voice automation system. Just give us a call and register your voice using your PIN.

Main Menu	Area	Voice Phone Option
Say "Self Service"
	Find the lot location of your intermodal equipment	Driver Trace
	Trace your equipment (carload and intermodal)	Secure Trace
	Release and order in your carload equipment	Release and Order-In

See a phone option guide.

When you call, you will have several options via our answering system. The following list will help you access the area you need. Just give us a call and provide your PIN when prompted.

Main Menu	Area	Voice Phone Option
Say "Shipping Instructions"	Submit or change EDI patterns or shipping instructions	Shipping Instructions
Say "Invoices"
	Freight invoices	Freight
	Intermodal storage fees and detention	Intermodal Storage
	Switching, diversions and overload fees	Miscellaneous Carload
	Extended equipment use fees (demurrage)	Demurrage Invoice
	Government invoice assistance	Government
	Car repair, Flagging, Scrap and other non-freight miscellaneous invoices	Financial Services
	Questions regarding credit issues	Credit

See a phone option guide.

BNSF has a team dedicated to answering your questions and resolving your issues. When you call, you will have several options via our answering system. Just give us a call and provide your PIN when prompted.

Main Menu	Area	Voice Phone Option
Say "Car Movement"	Information about your car shipment	Car Movement
Say "Intermodal Movement"	Information about your intermodal shipment	Intermodal Movement
Say "Equipment and Demurrage"
	Speak to equipment team specialists by car type	Boxcars Flats and Gondolas Hoppers Private Cars Intermodal Railcar Equipment
	Request empty equipment or tool assistance	Request
	Speak to the coal desk	Coal
Say "Dimensional"	Information about your military or oversize shipment	Dimensional
Say "Border Support"	Reach the Canadian or Mexico customs teams	Canadian Customs Mexico Customs

AG Shipment Support

Name	Area	Contact
Grain Desk	Speak to the Grain desk about your grain unit train	800-234-9396

See a phone option guide.

Our website makes it easy for you to conduct all your business with BNSF seamlessly in one place. Register at bnsf.com, under the Customer Login area, click Register. To register for bnsf.com, you'll need the following information:

• Name
• Title
• Email address
• Telephone number
• Fax number
• Company name
• Company address

NOTE: Approval for website access can take 24-48 hours. A BNSF support representative will contact you to set up and train you on the tools and reports you need. A PIN Number will be issued at the time of registration.

Your bnsf.com tools contact:
BNSF eBusiness (Weekdays)
Web Support
888-428-BNSF (2673)

Forgot your PIN

• If you have an existing PIN you've lost or forgotten, submit a PIN Request and we'll help you find it. You'll be asked to enter your e-mail address. Then our automated system will send your PIN to the e-mail address you entered.
• Also, if you have a bnsf.com username and password, you can login on the Customer Portal and check your profile for PIN information.

More Information

• PIN Frequently Asked Questions