Frequently Asked Questions


Need to submit an inquiry about your shipment or service?

Message Us or Call Us at 888-428-2673.

Who do I contact for information about prices and rates, shipping new commodities and routing information?

You locate this information from the Plan page where you can find information about New Business, Demand Planning, and Prices and Rates.

For additional questions or assistance, you can find a list of our Sales/Marketing professionals here.

Where do I find fuel surcharge information?

Intermodal customers with access to view intermodal fuel surcharge rates can navigate to the page from the Intermodal Actions tab on the home page. Industrial Products customers with access will find fuel surcharge information under the Pricing and Rates page. Users can also search for this content. Secured results will not be shown unless you have permission to view this information.

Working on the Portal:

I forgot my PIN number.

Request that your PIN number be sent to you using this form.

Where can I find a tour of what is new on the customer portal?

Learn more about the new BNSF Customer Portal by taking a tour. Miss something? Watch the tour again from anywhere on the site by using the navigation menu and clicking “Guided Tour.”

How do I update my contact information?

Click on your name in the upper navigation bar, then click My Profile.

Next, click on Update Profile.

Is the modernized Customer Portal mobile-friendly?

The portal is mobile responsive, and the site will render from modern mobile devices. Chrome, Safari, Firefox 46 and Internet Explorer (IE) 10 and more recent versions are supported. IE 9 and older versions of the browser are not supported.

You can save a direct link to the Portal to the home page of your mobile device by visiting the page from your mobile browser, tapping the ‘more options’ symbol on your screen and selecting "Add to Home Screen." The link will look like an app shortcut.

How do I request access to an application or remove tools from "My Apps"?

Find the tools you have access to in "My Apps" search for a specific function, or click "Request Access" under My Profile. Most customers are given a standard set of BNSF tools when you become a customer. Contact BNSF Web Support at 888-428-2673, option 4, 1, if you’d like to update your tool portfolio.

What are "My Frequent Apps"? Can I customize my homepage view?

The three tools you have used the most in the past 90 days will populate your "My Frequent Apps" console. The home page will automatically customize your unique BNSF tool usage for your profile.

Where do I find my applications that were on the right side of my home page?

You can find the listing of BNSF tools you are authorized to use in the "My Apps" bubble in the upper right corner of every page on the new Customer Portal.

Which browsers are supported?

The enhanced Customer Portal is built using modern web standards. To enhance security, Chrome, Safari, Firefox 46 and IE10 and newer versions are supported. Customers using unsupported browsers will need to upgrade to a supported browser to use the site. For help upgrading or to find out more, users can contact BNSF for web support at 888-428-2673, then dial option 4, 1.