If you are notifying NS of lading damage that is related to a railcar defect noted during/after unloading, you must also release railcar as Release Rejected Empty via Thoroughbred Pacesetter or manual release to OSS with the correct Rejection Reason Code/explanation.

Notification of lading damage to NS Damage prevention is a separate function that does not involve releasing railcars or their subsequent handling for possible repair.

Reference:
Norfolk Southern Condition of Carriage Rule 210 unloading and Release of Equipment at Destination.

To report damage, please fill out the online Damaged Freight form by logging into AccessNS. If you don't have an AccessNS account, click here to register.

Notification of Damage should occur as soon as possible. Note intermodal shipments are governed accordingly by NS Intermodal Rules Circular #2 Section 8.7.

Freight Loss & Damage claims are handled according to NS Conditions of Carriage & NS Intermodal Rules Circular #2.

Voice: 800–742–6313
Fax: 404–582–5363

KCS
816-245-3194

Illinois Central
800-342-5424

Union Pacific
800-521-3253

Burlington Northern
800-333-4686

Canadian National
708-332-6697

Canadian Pacific
612-904-5898

CSXT
877-744-7279