Damage Prevention

What we do:

We recommend the use of AAR approved specifications and diagrams for loading all types of commodities in various cars and containers. The AAR specifications provide the requirements needed to properly load, block, and brace lading so it can withstand normal forces during rail transit. It is our goal to provide a safe, damage free environment for the movement of our customer’s products.

If a customer has questions or is experiencing damage issues with their product as a result of transit, they can contact one of our Damage Prevention Supervisors for consultation on how to properly load their freight. Additionally, our Damage Prevention Supervisors are able to visit their loading facility to provide onsite instruction and guidance. If we notice that a customer has frequent damage to their freight, one of our Damage Prevention Supervisors will call to discuss the issue and arrange a visit to their facility to observe how the freight is being loaded and provide suggestions to help reduce damage.

If a load shifts during transit we will investigate to determine cause. We work with our mechanical department, shippers, customers as well as third party contractors to adjust the lading so the load can move safely to its final destination. Depending on the cause of the shifted lading, the cost of adjusting the load may be the responsibility of the shipper.

When a derailment occurs at Norfolk Southern, there is a Damage Prevention Supervisor on the scene. The Damage Prevention Supervisor will assess the derailment, identify the freight involved, and determine an estimate of loss. Both the consignee and consignor will be notified as the cleanup and mitigation process occurs. During the cleanup process we work closely with our customer to assist in mitigation and salvage as needed.

Reporting Damage & Loss Mitigation

In the event there is damage to Lading, please notify Norfolk Southern as soon as possible by submitting a Damage Notification through our customer portal, accessNS (https://www2.nscorp.com/accessNS). Each person that reports damage will need their own accessNS account in order to submit a Damage Notification, even if they work at the same company.

A claim can be filed by calling 1-800-742-6315 or starting the process here; http://www.nscorp.com/nscportal/nscorp/eClaims/start.html. It is the duty of all parties involved to mitigate any loss. Norfolk Southern Damage Prevention Supervisors can assist with the process or provide a list of salvage buyers.

The Norfolk Southern Vision is to be the safest, most customer-focused, and successful transportation company in the world. To that end, Norfolk Southern is proud of its accomplishments as the winner of the Industry Harriman Award for 22 consecutive years. It is our goal in the Damage Prevention Department to SAFELY transport our customer's products while maintaining the safety of our employees, our customers, and the communities we serve.

Territory Map with Name and Email of Field Staff

Helpful Links

• Claims
  
  
• Freight Rates
  
  
• Access NS Portal
  
  
• AAR Publications
  
  
• E-Rail Safe
  
  
• Emergency Response Guide Book
  
  
• DOT Haz Mat
  
  
• Railinc
  
  
• TTCI (Transportation Technologies Center)
  
  
• Operation Lifesaver- General RR Safety
  
  

 

Helpful Resources:

The Association of American Railroads (AAR) publishes manuals with requirements, diagrams, and guidelines for loading products for rail shipment.  We highly recommend purchasing a copy of the manual that corresponds with your commodity and conveyance. Most can be purchased online at www.aarpublications.com.

• Intermodal Loading Guide is a helpful tool when loading trailers and containers. This publication outlines the best practices for loading, blocking, and bracing freight in trailers/containers as well as dunnage specifications.
• AAR Best Practices for Loading of Roll Paper in Boxcars is a publication specifically for properly loading, blocking, and bracing roll paper of various diameters and widths in boxcars.
• AAR Open Top Loading Rules is a publication specifically for properly loading, blocking, and bracing various commodities in open rail cars, such as flat cars and gondolas.

Pamphlets and General Information Series (GIS) publications deal with the proper loading, blocking, and bracing of a multitude of commodities in closed cars. A list of Pamphlets and associated commodities can be found here:
Current AAR closed car loading pamphlets and Corresponding GIS's.

FAQ's

When I notice damage to my lading, how do I proceed?

Go to access NS, select "Damage Prevention" on the right hand column and complete the provided form and provide any pictures you may have. You can also follow the link here: http://www.nscorp.com/nscportal/nscorp/eClaims/reportingDamage.html
If you do not have a login ID and password to accessNS go to https://www2.nscorp.com/accessNS/ and register. Damage Prevention will be your sponsor for this site.

How does the claims process work and how do I file a claim?

Once Damage Prevention has been notified of your damage you can follow the instructions provided here. This document outlines the Freight Claims process and also tells you how you can file a claim.
Freight Claims Process Guide (PDF)

After reading the Freight Claims Process Guide you can begin filing your online claim by clicking here: http://www.nscorp.com/nscportal/nscorp/eClaims/start.html

How can I get loading assistance from one of your field supervisors?

You may send a request to damageprev@nscorp.com or call 1-800-742-6313.
Link to territory map

How do I obtain assistance in developing a proper load pattern for my product that will be shipped with Norfolk Southern?

Fill out below form and email it along with pictures and diagrams to damageprev@nscorp.com
Loading Diagram Request Form (Excel File)