Ship With BNSF - Support Services - Customer Assistance

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.


It's easy to obtain information regarding your shipment 24 hours a day, 7 days a week by using our 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 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.

Our website makes it easy for you to conduct all your business with BNSF seamlessly in one place. Register at, under the Customer Login area, click Register. To register for, 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 tools contact:
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 username and password, you can login on the Customer Portal and check your profile for PIN information.

More Information

BNSF moves with you
Every day, we move the products you use

Safety &

BNSF is committed to the safe operation of every mile of our 32,500-route-mile network.



BNSF believes it is good business and good citizenship to minimize our impact on the planet.



BNSF is the result of more than 390 railroad lines that merged or were acquired during our 160-year history.


Community Support

BNSF strives to maintain strong relationships with the communities where our employees live.


New to Rail or BNSF?

Our consistent and cost-effective service takes products of any size to customers when and where they need them.