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To: U.S.-Canadian Border Customs Brokers

Changes Streamline Border Support Process

Effective December 6th 2016, the Border Support Team will implement a new system to streamline and improve communications with you.

Listed below are some of the new Border Support Team processes:

  • Case Numbers: Upon contacting the BNSF Border Support Team with an issue, you will be assigned a case number. The case number will allow all BNSF representatives to have access to the latest information about your case every time you interact with us so that we can resolve the issue as efficiently as possible.
  • U.S.-Canadian Border Support Email Address: All email inquiries should be sent to the new Border Support Team email address at All emails from the Border Support Team will be sent from this address as well.
  • Automated Responses: Emails to the Border Support Team will trigger an automated response informing you that your inquiry has been received. The automated response will also assign a case number. Follow up questions should be sent as a reply to the automated email so that your questions will remain associated with your case. A new email will generate a new case number.

The Border Support Team phone number will change to (1-888-428-2673 option 4,3). To contact BNSF, you must have a BNSF Customer Username and Pin Number. If you do not have a BNSF PIN or need to use voice authentication, please go to to register. If you have forgotten your PIN, click on the Forgot PIN Number link in the Customer Login box to have your PIN sent to the email address on record.

We hope you find these changes to be beneficial for you. If you have any questions about this new process, please send an email to

If you have any questions, please send an email to