Contacting BNSF Customer Support Will Require Your PIN Beginning Early October 2024

BNSF is migrating its Customer Support phone system to the cloud to allow for improved voice authentication, intent recognition and menu optimization for customers who contact BNSF's 800-number. The new system uses natural language understanding to accurately interpret requests and route you to the appropriate support team.

Effective early October, callers will be required to provide their PIN to speak to a customer support agent. Additionally, all customers will be requested to re-enroll in voice-authentication even if you already use voice-authentication with BNSF. You may choose to provide your PIN each time you call, or for easier access, registered customers will have the option to enroll in BNSF's voice-recognition call-securement process.

To obtain a PIN or retrieve a forgotten PIN, visit BNSF.com. Read BNSF's privacy policy.