Customer Assistance

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
Main Menu Say "Shipping Instructions"	Area Submit or change EDI patterns or shipping instructions	Voice Phone Option Shipping Instructions
Main Menu Say "Invoices"
	Main Menu Freight invoices	Area Freight
	Main Menu Intermodal storage fees and detention	Area Intermodal Storage
	Main Menu Switching, diversions and overload fees	Area Miscellaneous Carload
	Main Menu Extended equipment use fees (demurrage)	Area Demurrage Invoice
	Main Menu Government invoice assistance	Area Government
	Main Menu Car repair, Flagging, Scrap and other non-freight miscellaneous invoices	Area Financial Services
	Main Menu Questions regarding credit issues	Area 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
Main Menu Say "Car Movement"	Area Information about your car shipment	Voice Phone Option Car Movement
Main Menu Say "Intermodal Movement"	Area Information about your intermodal shipment	Voice Phone Option Intermodal Movement
Main Menu Say "Equipment and Demurrage"
	Main Menu Speak to equipment team specialists by car type	Area Boxcars Flats and Gondolas Hoppers Private Cars Intermodal Railcar Equipment
	Main Menu Request empty equipment or tool assistance	Area Request
	Main Menu Speak to the coal desk	Area Coal
Main Menu Say "Dimensional"	Area Information about your military or oversize shipment	Voice Phone Option Dimensional
Main Menu Say "Border Support"	Area Reach the Canadian or Mexico customs teams	Voice Phone Option Canadian Customs Mexico Customs

AG Shipment Support

Name	Area	Contact
Name Grain Desk	Area Speak to the Grain desk about your grain unit train	Contact 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