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To: BNSF Coal Equipment Customers

Changes Streamline Coal Equipment Team Process

In order to serve you better, effective September 14, 2016, the Coal Equipment Team will implement a new system to streamline and improve communications with our customers.

Listed below are some of the new Coal Equipment Team features that you can expect:

  • Case Numbers: Case numbers will be assigned per issue received by the BNSF Coal Equipment Team, which will allow all BNSF representatives to have access to the latest information regarding each case in subsequent communications with BNSF.
  • Coal Equipment Team Email Address: All email inquiries should be sent to the new Coal Equipment Team email address at Informational emails, Reports and Switching Invoices should continue to be sent to
  • Automated Responses: Emails to the BNSF Coal Equipment Team and other service groups will trigger an automated response informing you that your inquiry has been received. The automated response will also assign your 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.
  • Automated Updates: Email correspondence from the Coal Equipment Team will be sent from a group email address, rather than from an individual, so that you can be updated once your issue is resolved.

The Coal Equipment Team phone numbers will remain the same. 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. For more on how to register, please see this attachment.

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