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

Voice Authentication System Implementation

On November 28, 2012, contacting our customer service teams for assistance will be easier and more secure. We are pleased to announce voice authentication capability for our 888-428-2673 menu prompts for Customer Support, eBusiness and Waybill Solutions.

The Voice Authentication system better utilizes our current technologies and increases security for your shipments. No voice is exactly alike, making your name a unique identifier. This technology has already been proven for our Secure Tracing and Release & Order In applications.

Today, when you call one of our Customer Service teams, you are prompted to enter your five-digit, seven-digit or 10-digit PIN. Soon, the new system will prompt you to speak your first and last name for secure authentication.

  • If you have never used one of our current voice applications, you may need to validate by using your personal identification number (PIN). If prompted, you may speak or enter your PIN using the key pad.
  • Once validated and registered in our voice authentication system, simply saying your name will route your call to the appropriate agent.

If you do not have a User ID or PIN, go to and click register under Customer Login. For more information, please contact Customer Support.

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

If you have any questions, please send an email to