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To: All BNSF Customers

Upcoming Customer Support Improvements

In the coming days you will notice some changes in the way BNSF Customer Support and other support groups interact with customers as we finalize our transition to a robust, new customer relationship management (CRM) tool.

Going forward, all communications between BNSF and our customers will be assigned to a case. This case system will allow your contacts across all BNSF departments to remain up-to-date on your needs, better enabling them to collaborate and resolve your issues more efficiently.

The phone number for Customer Support will continue to be 888-428-2673. However, the prompts have and will be changing to direct your call to the correct team more efficiently. The new phone system also features enhanced voice authentication for increased security. Once you've reached BNSF, you will be provided a case number during the call, which will be used to keep all communications and actions taken on your behalf in a central location. If you do not have your case number, you can also provide your equipment number or waybill number to be routed to the correct individual the first time.

If you contact BNSF Customer Support by email, you will receive an automated response advising you that your inquiry has been received and that we will respond shortly. The automated response will also provide you with your case number. Follow-up questions should be sent as a reply to the automated response as a new email will create a new case.

While we are confident that these new processes will lead to greater efficiency in serving your needs, we appreciate your patience as we optimize those processes. We will continue to keep you informed of new developments.

As always, thank you for your business.

Steve Bobb
Executive Vice President and
Chief Marketing Officer

If you have any questions, please send an email to