Product Recovery - 800 Number Team

Located in Topeka, Kansas, the PRT 800 Team is staffed Monday through Friday, from 7:30 AM to 4:30 PM, Central Time to handle all freight damage notifications and related questions from customers across the BNSF System. Product Recovery reps arrange for on-site inspections or document extent and cause of damage from information supplied by our customers.

(Call Paulette or Jeanine to report damage.)

The nation-wide 800 number to call when loss or damage exceptions are discovered is 1-800-333-4686, or just click here to report damage via our on-line system or email us at the address below. Please have the following information available to assist our Representatives: Company name, mailing address, phone number, railcar number, unloading status, securement method, and a brief description of the cause and extent of damage. (Email address: LARS@BNSF.Com)

BNSF's goal is to provide our customer with safe, efficient, damage-free service. However, an on-site inspection of all rail shipment with lading damage is not compatible with our goal. So, in the absence of a rail carrier on-site inspection, the receiver should document the damage and conditions, and cite reasons why the damage is believed to be attributable to either improper loading/bracing or carrier mishandling. Photographic evidence illustrating shipment condition at the time of unloading is very helpful for both Load and Ride Solutions damage prevention activities and Claims Solutions freight claim settlement.