Contacts for Resolving Key Issues
New Customer Welcome Center Frequently Asked Questions
It is important to Union Pacific to provide its customers with as much support as possible. To reach a Customer Service representative call 1-800-272-8777. If you are shipping to or from Mexico, an International Customer Service representative can be reached at 1-800-877-0531 (inquiries originating in the U.S.) or 1-800-521-1771 (inquiries originating in Mexico).
Specific Issues
Below are additional information and contacts for specific questions and issues.
1. Track Agreements
For more information about Track Agreements or to begin the application process, visit our Industrial Development section.
2. EDI and Web Applications
For help with EDI (Electronic Data Interchange) or customer applications on the Union Pacific Web site, call 1-800-872-1045 .
3. Diversion
If you need to change the destination of your rail car while it is en route, for loaded rail cars and empties, call 1-800-877-5130.
4. Credit Issues and Contacts
For credit application status and letters of credit, contact the credit department at
5. Cash Customer Issues
Customers who have not established credit with, or who are awaiting credit approval from, Union Pacific Railroad, must pay for their shipment prior to delivery.
Non-credit customers should register and use Account on the Web (AOW) ACH payment option on 
.
For more information, call 1-877-712-4687.
View the Account on the Web Demo.
6. Damage Claim Contacts
Union Pacific's Claims Resolutions Group will resolve freight claims as quickly and fairly as possible.
- Phone: 1-800-521-3253
- Fax: 1-800-527-3036
-
Mail: Freight Claim Services
Union Pacific Railroad
111 South Magnolia Street
Palestine, TX 75801
7. Demurrage
Send demurrage payments and partial payments with a copy of the statement to:
Union Pacific Railroad Company
P.O. Box 502453
St. Louis, MO 63150-2453
For questions or concerns about demurrage
- Phone: 1-800-877-5127
Appropriate documentation must be provided to the demurrage team. The documentation must be received before any issues can be resolved. - Mail:
Union Pacific Railroad
Demurrage Team
1400 Douglas Street - STOP 1410
Omaha, NE 68179
Fax: 1-402-233-2908
Union Pacific Call Center
The Union Pacific Call Center will be contacting customers regarding any past due and undisputed demurrage. This includes bills from both our previous demurrage system and the Chargeable Events System. The Call Center is available to help resolve any outstanding invoices in a timely manner, thus helping to keep accounts payable balances current. The Call Center can assist by:
- Answering billing questions.
- Providing invoice copies.
- Explaining the dispute process.
- Documenting requirements.
- Resolving unapplied cash issues.
- Providing customers with a resource to help effectively manage demurrage.
The Call Center can be reached:
- By phone at 1-800-497-5687, or
- By email at CallCenter@UP.com.
8. Freight Bill Accounting Information and Contact List
The Customer Freight Bill Accounting Group is responsible for the production and collection of Union Pacific Railroad's freight invoices.
Web Invoices
Account on the Web (AOW) allows customers to manage their invoices, payments and dispute processes via the Internet. For more information, call 1-877-712-4687. All customers are strongly encouraged to register for the system.
View the Account on the Web Demo.
EDI Freight Bill Invoice
UP supports ANSI EDI standard transactions. An EDI 410 Freight Bill transaction allows you to receive freight bill detail without costly mailing or faxing.
You can also make freight payments and transmit payment detail by combining an automated clearing-house transaction (ACH) with an ASC X12 820 Remittance Advice.
To talk to a UP representative about initiating EDI Freight Bill service and/or EDI 820 remittance services, please call 1-877-712-4687 and ask for EDI freight bill Support.
Freight Bill Payment Information
Customers who anticipate recurring shipments may apply for credit with Union Pacific Railroad. Extension of credit requires the completion of a UP Credit Application accompanied by financial statements, and may also require a deposit. For more information on credit, visit Step 2: Making a Deal.
Customers who have not established credit with, or who are awaiting credit approval from, Union Pacific Railroad Co. must pay for their shipment prior to delivery.
For more methods of payment and questions on freight bill disputes, please reference Getting Your Freight Rolling.
Freight Bill Dispute
Account on the Web Customers
For the most timely dispute resolution, customers should dispute their invoices online either during the payment process, or by using the "dispute only" option. Customers may also view their dispute status online and monitor for resolution.
For more information, call 1-877-712-4687.
To learn how and where to dispute online, view the Account on the Web Demo.
Non-Web Payment Customers
To dispute a freight bill,
- Use the new Freight Bill enhancement, which allows you to receive your freight bills via the Web without changing the way you send payments. For more information, call 1-877-712-4687.
- E-mail your dispute information to: RACUSTOMERS@UP.COM.
- Fax your dispute information to: 402-233-3139.
- Call 1-800-925-6396.
Customer Freight Bill Overcharge Claims
To initiate a freight overcharge claim, send correspondence to:
- Fax correspondence to (402) 501-2273,
- E-mail correspondence to ocpatronclaim@up.com, or
- Mail correspondence to:
Union Pacific Railroad
Patron Overcharge Claim
1400 Douglas St.
Mail Stop 1780
Omaha, NE 68179-1780
Continue to "Customer Feedback"