Back Customer Notifications Home

Customer Notifications inform BNSF customers of the latest news covering BNSF services, tools, prices and facilities.
To: BNSF Customers

Equipment Support Phone Option Changes Effective February 14, 2018

To make doing business with us easier, BNSF is implementing changes to our Equipment Support phone tree to streamline communications with our customers.

Effective February 14, customers contacting BNSF at 888-428-BNSF(2673) regarding Equipment or Rail Car Demurrage / Intermodal Storage issues will be able to select from consolidated submenu options for assistance.

The following submenus of the phone tree will feature these three options:

Equipment (Options 4, 4)Carload Equipment (Option 1)
Intermodal (Option 2)
Railcar Equipment Request (Option 3)
Rail Car Demurrage / Intermodal StorageCarload Equipment (Option 1)
(Options 3, 3, 3)Intermodal (Option 2)
Railcar Equipment Request (Option 3)
Whether you've selected an Equipment or Rail Car Demurrage / Intermodal Storage option, calls will now be directed to the first available BNSF representative from either team. You can also obtain information and assistance by using our tools.

Your business is important to us. Thank you for choosing BNSF Railway as your transportation service provider.

Note: When contacting BNSF, please have your BNSF Customer Username and PIN Number available. 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 e-mail address on record.

If you have any questions, please send an email to