Problem Resolution

National Customer Service Center

1-800-635-5768, Option 3

Norfolk Southern's Customer Services Team is committed to providing quality customer service. Our goal is to identify and resolve issues before the customer needs to telephone us about a problem.

NCSC is available to assist with: Expedited Shipments, Special Switch Requests, Special Train Movements, and Diversions, Reconsignments, or Reshipments that cannot be completed on-line. This specialized support is available for shipments that fall outside of normal parameters.

The Customer Service Center hours are:

Monday-Friday: 7 a.m. – 7 p.m.
Saturday: 7 a.m. – 3 p.m.

National Customer Service Center Email Contacts

Coal
Agriculture, Government and Consumer Products
Automotive Services - Auto Parts
Automotive Services - Multilevels
Paper, Clay and Forest Products
Chemicals
Metals and Construction Products
Intermodal
Service Measurement

National Customer Service Center Fax Numbers

National Customer Service Center : (404) 589-6228
Agriculture, Consumer Products, Military and Coal : (404) 589-6229
Automotive Services - Auto Parts : (404) 589-6286
Automotive Services - Multilevels : (404) 589-6287
Paper, Clay and Forest Products : (404) 589-6225
Chemicals : (404) 589-6227
Metals and Construction Products : (404) 589-6226
Intermodal : (404) 589-6215
Diversions : (404) 589-6233