Welcome to the new CPKC. We are excited to have reached this historic milestone. We understand our stakeholders may have questions related to the combination of these two companies and have drafted some FAQs below to assist.
The CPKC Customer FAQ will be updated regularly to ensure customers are kept aware of changes that may impact how you do business with CPKC. If you have a question you do not see an answer in the following FAQ sections, please call us at 1-888-333-8111 or 001-881-333-8111 from Mexico. Alternatively, you can email us at CPKC_Integration_Inquiry@cpkcr.com.
General
This section pertains to integration-related inquiries and outlines what is changing, who to contact and how to stay informed about integration of our operations and services at CPKC.
- How does this benefit our company?
- Will the email addresses of my current contacts at KCS change or stay the same?
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For U.S. and Canadian employees, email addresses will reflect our new company firstname.lastname@cpkcr.com. To assure continuity, the CP and KCS (U.S. & Mexico) email addresses will remain active until further notice.
Until we are fully integrated you may see communications come from domains including: @cpr.ca, @kcsouthern.com, @kcsms.com.mx, @cpkcr.com, @cpkcm.mx
- How do I stay informed?
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- Visit www.cpkcr.com for the latest updates.
- Ensure you are signed up to receive our customer bulletins:
- Account managers and customer service are also available for any questions you may have.
- Who do I call when I have questions?
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CP customers: There is no change to our Customer Service contact number. Please continue to call 1-888-333-8111 for assistance or email us at customer_service@cpr.ca.
KCS customers: There is no change to our call center numbers.
For the US Call center, please call 1-800-468-6527 (800-GO-TO-KCS) or you may email CSolutions@kcsouthern.com
For Mexico, please call 81-8852-777 from within Mexico or 1-888-812-9512 from the U.S. or email vozdelcliente@kcsms.com.mx
You can also call 1-888-333-8111 and receive an option to be transferred to U.S. and Mexico call centers.
When in doubt, call the origin railroad carrier. Our teams in Canada, the U.S. and Mexico will ensure you reach the right person to handle your request.
- Will I keep my account manager or have a new one assigned?
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In the majority of cases, there will be no change to the current account manager assignment. Should there be changes, we will notify you in advance.
- Are my customer service and accounts receivable contacts changing?
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At this time, there will be no change to your current contacts. We will notify you of any changes well in advance.
- Which system do I use if I already have access to both CP Customer Station and MyKCS?
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There are no changes. Please continue to use the systems you used prior to the combination.
- Will my credit terms and status change upon integration?
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Existing customers for both carriers will retain their existing credit statuses with each carrier. There is no need for existing customers to re-apply for credit.
- Will there be any changes to credit terms as noted in the tariffs?
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Changes relating to tariffs will be communicated in advance.
- Will my contacts change for inquiries related to interline settlements?
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No, CP & KCS contacts will remain the same for interline settlements.
- Will my existing rates change?
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All rates, and associated terms and conditions contained in a tariff or confidential transportation services contract remain in effect at this time. Changes to rates contained in a tariff will only come into effect after appropriate notice has been given. If you have questions, please contact your account manager.
- How will the recent acquisition of Kansas City Southern (KCS) by Canadian Pacific (CP) Customs Trade Partnership Against Terrorism (CTPAT) program?
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There will be no immediate changes to the CTPAT program as a result of the acquisition. Both the CP and KCS CTPAT programs will continue to operate independently, ensuring the same high level of security and service you have come to expect. Our priority is a smooth transition with minimal disruptions to your business.
- Will the CP and KCS CTPAT programs eventually be combined?
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In the future, we plan to explore opportunities to unify the CP and KCS CTPAT programs under a single, consolidated program called CPKC. The goal of this unification would be to streamline operations, enhance security measures, and provide better service to our customers. However, we will only proceed with unification after thoroughly analyzing its potential benefits and impacts on our customers and partners.
- How will we be informed of any developments or changes related to the CTPAT program during the transition period?
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We are committed to keeping you informed of any developments and changes related to the CTPAT program during this transition period. Please feel free to reach out to your respective program contacts if you have any questions or concerns.
Plan Your Shipment
This section pertains to inquiries on how to become a customer, request a quote, establish credit, get access to customer portal registration, including training and onboarding.
- If I want to become a CPKC customer, who do I call?
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To become a CPKC customer, you may register online for either Customer Station or MyKCS via www.cpkcr.com. Alternatively, you may call or email us at the following contact information:
For shippers who plan to originate in Canada or in the U.S. north of Kansas City, you may ask to be directed to a sales team member to talk about your shipping needs. For shippers who originate in the U.S., including those in Kansas City, south of Kansas City or Mexico, you may visit KCS’ Explore Shipping Options page for key KCS contact info, Intermodal trip plans, public tariffs, and routing for carload shippers.
- Who do I contact to obtain new rates?
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Continue to contact your current account manager or use your price look-up tool (Customer Station for CP customers and KCS website on Explore Shipping Options for KCS carload tariffs and MyKCS for Intermodal tariffs).
- I am a new customer, where do I apply for credit?
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Credit applications for new CPKC customers will be managed by the team covering the origin ship point, except in the instance of shipments designated as Rule 11 shipments which will be handled by each invoicing carrier.
For CP origin shipments (ex. Chicago, IL to Monterrey, NL), please visit: Become a Customer
For KCSR/KCSM origin shipments (ex. Monterrey, NL to Calgary, AB), please visit: Become a Customer
- I am an existing customer, will I have to re-apply for credit?
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Existing customers for both carriers will retain their existing credit statuses with each carrier. There is no need for existing customers to re-apply for credit.
- I have an opportunity to whom can I speak?
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Please contact your account manager. If you do not have an account manager, contact our customer service teams.
- As a customer, how will I learn about new services offered by CPKC?
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Please refer to our website and read customer bulletins and Service Status Updates for updates. Your account manager can also address questions on service offerings as they become available.
Prepare Your Shipping Needs
This section pertains to inquiries on how to order or request equipment, get information on rates, tariffs and shipping instructions.
- Will my shipping rates change? Are tariffs changing?
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All rates contained in confidential transportation services contracts remain in effect. You will be notified of any tariff changes.
- If I ship using tariff rates (no contract), will prices be changing?
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There are no changes at this time. You will be notified well in advance of any changes to tariffs.
- Is my contract still valid including the pricing?
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Existing contracts remain in effect. If you have any questions regarding your contract, please reach out to your account manager.
- How do I order rail equipment?
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There are no changes to the systems used to order rail equipment.
- How will KCS handle shipments that previously interchanged between CP and KCSR?
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No billing change is required for these shipments. Interchanges will remain status quo until further notice.
- Are there any changes to contract and negotiated rates for shipments moving between CP and KCS, and other railroads?
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There will be no immediate change to existing contracts or rates for interline shipments involving KCS.
- Are there any changes for shippers that use EDI?
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There are no changes for shippers that use EDI at this time.
- Are there any changes to the process for use of 3rd party partners and authorizations?
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There are no changes at this time; current processes for both CP and KCS will remain in place for 3rd party partners and authorizations.
- Do I still need to register private rail?
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Please refer to the following FAQs' link for information related to OT57: https://public.railinc.com/sites/default/files/documents/OT57FAQs.pdf
Manage Your Shipment
This section pertains to inquiries on how to track and trace, obtain information on ETA, shipment information, bill of lading, cross-border shipping and customs holds.
- Do I need to do anything differently with my shipment information?
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There are no changes to how you schedule or manage your shipments at this time.
- Will my facility service change?
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There are no changes to facility services at this time.
- Where do I go to obtain an ETA and trace my Shipment?
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There are no changes to systems used to obtain current ETA and track and trace information. For CP, please continue to use Customer Station and for KCS, please visit MyKCS.
- How will the fuel surcharge be managed?
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There are no changes at this time; current processes for both CP and KCS will remain in place for fuel surcharge.
- How do I escalate a priority shipment or plant shutdown shipment requests or issues?
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Please continue to escalate priority shipment or plant shutdown shipment requests or issues with customer service.
- How do I order rail equipment?
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There are no changes to the systems used to order rail equipment.
- How do I change or cancel my bill of lading?
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If the shipment has not yet departed, any changes or cancellations to a bill of lading should be made in the system the shipment was originally billed in.
If the train or shipment is en route, changes and cancellations should be made with the carrier currently in possession of the car.
- Has anything changed for cross-border shipping?
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There are no changes to cross-border shipping processes at this time.
- Will there be any changes to how customs holds are managed?
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There are no changes to how customs holds are managed at this time.
- Will the routing change on my shipments between CP and KCS?
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No. Shipments will continue to be routed CPRS-KCITY-KCS or KCS-KCITY-CPRS until further notice.
- Who do I contact to obtain new rates?
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Please continue to contact your current account manager or use your price look-up tool (KCS website on Explore Shipping Options for KCS carload tariffs and MyKCS for Intermodal tariffs).
View, Pay or Dispute Your Invoice
This section pertains to inquiries on how to view invoices, check your account status, make payment and manage disputes.
- Will there be changes to invoicing or how to pay invoices?
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There are no changes at this time to invoicing, company entity for invoicing or payment processes.
- Will there be any change to currency and invoicing?
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There are no changes to currency or invoicing at this time.
- Can I pay my KCS storage with CP FastPass?
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No, only CP storage can be paid via FastPass.
- Where do I dispute my invoices?
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For CP customers, if you are registered for the Customer Station portal, please log in to dispute invoices. If you are not registered for the Customer Station portal, please contact the accounts receivable representative noted on your invoice. If you cannot locate the contact information on your invoice and require assistance, please contact CS_Collections@cpr.ca.
For KCS customers, if you are disputing a demurrage invoice, please visit the demurrage app on MyKCS. For freight invoices, there are two ways to dispute charges as follows:
- For online invoices (via Present and Pay), log in via our Quick Links on the kcsouthern.com and submit your dispute.
- If you do not use online invoicing, please contact CollectionsTeam@kcsouthern.com in the US or creditoycobranza@kcsms.com.mx in Mexico to dispute your freight invoice.
- Will there be changes to the banking or account details for payments to CP or KCS?
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No, please continue to process payments using existing banking details. Any changes to banking information will be communicated in advance to our customers. Verbal confirmation with your accounts receivable representative is recommended for any changes to banking information.
- As an existing customer, will I have to create a new vendor for CPKC to process payments?
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No, please continue to process payments referencing the vendor information that is located on the invoice from the origin shipping point.
- Can I pay both CP origin and KCS origin invoices in one payment?
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No. Please continue to process payments referencing the vendor information located on the invoice from the origin shipping point. Do not combine payments to CP and KCS in one remittance.
- What happens if I pay the wrong carrier?
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If the account has a past due balance, the receipting carrier will request information in order to apply cash to past due invoices. If the account does not have a past due balance, please request a refund from the accounts receivable representative listed on your invoice.
- How do I contact someone if I do not have an assigned accounts receivable representative?
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Email CP’s accounts receivable department at CS_Collections@cpr.ca or the credit department at Credit_Department@cpr.ca
Email KCS’ credit and collections department at CollectionsTeam@kcsouthern.com in the U.S. or creditoycobranza@kcsms.com.mx or Billing department Facturacion@kcsouthern.com in Mexico.
- If you cannot locate contact information for accounts receivable, please contact:
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Email CP’s accounts receivable department at CS_Collections@cpr.ca
Email KCS’ credit and collections department at CollectionsTeam@kcsouthern.com in the U.S. or creditoycobranza@kcsms.com.mx or Billing department Facturacion@kcsouthern.com in Mexico.
- Where do I access copies of my invoice?
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If you are registered for the Customer Station portal, please log in here: Customer Station Log-in
KCS customers in the U.S., if you are seeking a demurrage invoice from the previous 6 months, please visit the demurrage app on the MyKCS customer portal. For KCS customers in Mexico, demurrage invoices are sent via email.
For Freight invoices, you may obtain them in one of two ways:
- For online invoices (via Present and Pay), log in via our Quick Links on the kcsouthern.com and request it there.
- For those who do not use online invoicing, please contact CollectionsTeam@kcsouthern.com in the US or creditoycobranza@kcsms.com.mx in Mexico to request a copy of your freight invoice.
Vendors
This FAQ section pertains to inquiries on vendor invoices, purchase orders, and contact information.
- I would like to work with CPKC. Who do I contact to offer my products/services?
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Please visit our website at https://www.cpkcr.com/en-ca/suppliers
- I am already a vendor with KCS / CP, will I have to sign up again to be a vendor?
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Current vendors for both railroads will retain their existing relationships with the respective railroad unless otherwise notified.
- If I supply goods/services to both CP and KCS, which company should I work with going forward?
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Current vendors for both railroads will retain their existing relationships with the respective railroad and account managers unless otherwise notified.
- Should I start changing how I engage with KCS / CP?
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No. Do not change anything about your goods / services / engagement unless you hear otherwise from the respective railroad’s procurement department. We will continue with “business as usual” operating under the current terms of your contract, Purchase Order, or agreement including railroad company legal entity name until further notice. Continue working with your current business partners until you receive communications stating otherwise.
- Will I receive new Purchase Order numbers (PO) once you have merged?
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No. Any changes to Purchase Orders will be communicated by the Procurement Department. No wholesale changes are expected to occur immediately following the official merger date.
- Will my payment terms or payment method change after the merger?
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No. Current vendors for both railroads will continue operating under the current terms of your contract, Purchase Order, or agreement until further notice.
- Where should I send my vendor invoice?
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Until further notice is provided, vendors should continue to submit invoices to the respective railroad carrier using its current legal entity name and its current invoicing method. If you do business with both railroads, the Purchase Order you receive or your business contact at the company you are transacting with will provide you with the correct invoice remittance instructions.
- If I do work for both railroads, can I submit one consolidated invoice for the work?
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No, until further notice is provided, vendors should continue to submit invoices to the respective railroad carrier using its current invoicing method and respective Purchase Orders or agreements. If you do business with both railroads, the Purchase Order you receive or your business contact at the company you are transacting with will provide you with the correct invoice remittance instructions. Submitting one invoice will result in the invoice being rejected and payment being delayed.
- What happens if I invoice the wrong railroad?
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The invoice will be returned to you for submission to the correct railroad. This may result in payment delays.
- How do I check on the status of an invoice I have submitted?
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Please continue to reach out to the respective railroad’s accounts payable departments until further notice.
- For CP, please email
- For KCS, please email
- Who can I contact for vendor invoice issues?
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Please continue to reach out to the respective railroad’s accounts payable departments until further notice.
- For CP, please email
- For KCS, please email
- How can I make updates to my vendor information including bank account?
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Please continue to reach out to the respective railroad’s accounts payable departments until further notice.
- For CP, please email AP_VendorMaintenance@cpr.ca
- For KCS, please email your purchasing account manager who will coordinate the changes with the vendor management team on your behalf.
- I noticed that the email addresses for my business contacts have changed. Should I change the email address that I use to submit my invoice?
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Please continue to use the email address you have always used to submit invoices.
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