Customer Assistance
More than just another mode of transport, BNSF takes you the extra mile with world-class customer assistance. Our award-winning Customer Support team can assist you with all your needs regarding your shipment on our railroad. With a single contact, we will assist you in resolving your issue.
- If you are not a current BNSF customer, please find the area that best matches your need under Contact Us.
- If you are a new BNSF customer, please begin by getting a Personal Identification Number (PIN), so we can provide you customized and confidential service.
Explore the tabs below to find the information you need.
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.
| Area | Option |
|---|---|
| Trace your equipment (carload and intermodal) | 1,1 |
| Find the location of your intermodal equipment (no PIN required) | 1,2 |
| Release and order in your carload equipment | 2 |
| Get support on bnsf.com | 4,1 |
See a complete phone tree.
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.
| Area | Option |
|---|---|
| Submit or change shipping instructions | 3,2 |
| Get support on EDI patterns | 3,1 |
| Obtain information of freight invoices | 3,3,1 |
| Get information on intermodal extended use fees (storage and detention) | 3,3,2 |
| Discuss rail-controlled equipment extended use fees (demurrage) | 3,3,3 |
| Get information on switching, diversions and overload fees | 3,3,5 |
See a complete phone tree.
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.
| Area | Contact/Option |
|---|---|
| Speak to our Grain desk about your grain unit train (no PIN required) | Tel: 800-234-9396 |
| Speak to Intermodal or Automotive Marketing | 4,2,2 |
| Request carload equipment (for Industrial Products commodities) | 4,4 |
| Speak to Customer Support about your carload or intermodal shipment | 4,3 |
See a complete phone tree.
To receive a BNSF PIN, you can send an e-mail from your company e-mail address to this e-mail with the following information:
- Name (Mr./Ms./Mrs., First, MI, Last)
- Title
- Company name
- Company address (city, state, postal code, country)
- Work phone number (including area code)
For generic e-mail addresses such as yahoo.com and hotmail.com, please fax your e-mail on company letterhead to 800-686-2545.
You'll receive your BNSF PIN 24 to 48 hours to after submitting your request.
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 to the website and check your profile for PIN information.
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