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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.

Explore the tabs below to find the information you need.

888-428-BNSF(2673)

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

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888-428-BNSF(2673)

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

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888-428-BNSF(2673)

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

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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)
888-428-BNSF (2673), option 4, 1 (Available 24/7)

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.

More Information

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