Customer Assistance | BNSF

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.

Main Menu Area Voice Phone Option
Say "Self Service"
Find the lot location of your intermodal equipment Driver Trace
Trace your equipment (carload and intermodal) Secure Trace
Release and order in your carload equipment Release and Order-In

See a phone option guide.


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

AG Shipment Support

Name Area Contact
Grain Desk Speak to the Grain desk about your grain unit train 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, 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:
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 username and password, you can login on the Customer Portal and check your profile for PIN information.

More Information

This is who we are.

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 170-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.