The Surface Transportation Board (STB) has approved Canadian Pacific's (CP) and Kansas City Southern's (KCS) joint application for CP's acquisition of control of KCS, subject to certain conditions. This approval will take effect on April 14, 2023, after which CP may assume control and combine the end-to-end network to form CPKC. While we are excited with having reached this historic milestone, KCS remains focused on continuing to conduct our business as usual at this time.
This Customer FAQ will be updated regularly to ensure our valued customers are kept aware of any changes that may impact how you do business with KCS. If you have a question that has not been addressed in the following FAQ sections, please contact us.
For the U.S. call center, please call 1-800-468-6527 (800-GO-TO-KCS); for Mexico, please call 81-8852-777 from within Mexico or 1-888-812-9512 from the U.S. Alternatively, you can also email us at CPKC_Integration_Inquiry@kcsouthern.com.
This section outlines what is changing, who to contact and how to stay informed about the integration of our operations and services at KCS. Until the STB approval takes effect and CP assumes control of KCS to create the combined end-to-end CPKC network, it is business as usual.
This combination is about creating growth opportunities for our customers, employees and for the economies we connect. Our two proud railroads will come together to create new single line routes that offer alternative options from the Mexican border to the mid-west U.S., and from the U.S. Gulf to Canada. CPKC’s new single-line routes will also improve the efficiency of North America’s rail network, consuming less fuel to deliver the same amount of freight. We are likeminded companies focused on safety, service, accountability and sustainability. We know that safety is a journey, not a destination, and are always learning, working to do better and innovating to serve our customers. As we embark on this new CPKC journey, we will keep you and our customers appraised of new and exciting CPKC service and product offerings. Please contact your account manager with any questions.
All email addresses will remain the same until further notice.
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
Our teams in the U.S. and Mexico will ensure you reach the right person to handle your request.
At this time, there will be no change to the current account manager assignment. Should there be changes, we will notify you in advance.
At this time, there will be no change to your current contacts.
There are no changes. Please continue to use the systems you used before the STB decision.
Existing customers will retain their existing credit status. There is no need for existing customers to re-apply for credit.
There will be no immediate changes to credit terms as noted in the tariffs. Customers will be made aware of changes to tariffs in advance as they occur.
No, CP & KCS contacts will remain the same for interline settlements.
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.
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.
To become a KCS customer, you have several avenues from which to choose. You may register online for MyKCS. If you prefer, you may call or email us at the following contact information noted below.
KCS | |
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Phone | In the U.S.: 1-800-468-6527 (800-GO-TO-KCS) In Mexico: 81-8852-777 from within Mexico |
In the U.S.: CSolutions@kcsouthern.com In Mexico: Vozdelcliente@kcsms.com.mx |
|
Customer Portal Registration | MyKCS |
Info on our websites | Become a Customer |
For shippers who plan to originate in the U.S. (Kansas City south) or Mexico, you may visit KCS' Explore Shipping Options which will display key KCS contact information and intermodal trip plans or public tariffs and routing for carload shippers.
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).
Credit applications for new KCS customers will be managed by the team covering the origin ship point. Please visit: Become a Customer for more information.
Existing customers will retain their current credit status. There is no need for existing customers to re-apply for credit.
Please contact your account manager. If you do not have an account manager, contact our customer service teams.
KCS | |
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Phone | In the U.S.: 1-800-468-6527 (800-GO-TO-KCS) In Mexico: 81-8852-777 from within Mexico |
In the U.S.: CSolutions@kcsouthern.com In Mexico: Vozdelcliente@kcsms.com.mx |
Please visit our website and read Service Status Updates for information. Your account manager can also address questions on service offerings as they become available.
This section pertains to inquiries on how to order or request equipment, get information on rates, tariffs and shipping instructions.
All rates contained in confidential transportation services contracts remain in effect. There are no changes to the tariffs at this time. You will be notified well in advance of any changes to tariffs.
There are no changes at this time. You will be notified well in advance of any changes to tariffs.
Existing contracts remain in effect. If you have any questions regarding your contract, please reach out to your account manager.
There are no changes to the systems used to order rail equipment.
No billing change is required for these shipments. Interchanges will remain status quo until further notice.
There will be no immediate change to existing contracts or rates for interline shipments involving KCS.
There are no changes for shippers that use EDI at this time.
There are no changes at this time; current processes for KCS will remain in place for 3rd party partners and authorizations.
Please refer to the following FAQs' link for information related to OT57: https://public.railinc.com/sites/default/files/documents/OT57FAQs.pdf
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.
There are no changes to how you schedule or manage your shipments at this time.
There are no changes to facility services at this time.
There are no changes to systems used to obtain current ETA and track and trace information. Please continue to use the MyKCS customer portal.
There are no changes at this time; current processes for KCS will remain in place for fuel surcharge.
Please continue to escalate priority shipment or plant shutdown shipment requests or issues with customer service.
There are no changes to the systems used to order rail equipment.
For all changes and cancellations, please contact KCS Customer Solutions in the US or in Mexico to facilitate the change or cancellation that is needed regardless of where the shipment is physically located.
There are no changes to cross-border shipping processes at this time.
There are no changes to how customs holds are managed at this time.
No. Shipments will continue to be routed CPRS-KCITY-KCS or KCS-KCITY-CPRS until further communication is made.
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).
This section pertains to inquiries on how to view invoices, check your account status, make payment and manage disputes.
There are no changes to invoicing, payment processes or the company entity at this time. Payments should be remitted to the issuing company.
There are no changes to currency or invoicing at this time.
No, only CP storage can be paid via FastPass.
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:
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.
No, please continue to process payments referencing the vendor information that is located on the invoice from the origin shipping point.
For the credit and collections department, please contact: CollectionsTeam@kcsouthern.com in the U.S. or creditoycobranza@kcsms.com.mx or Billing department Facturacion@kcsouthern.com in Mexico.
For the credit and collections department, please contact: CollectionsTeam@kcsouthern.com in the U.S. or creditoycobranza@kcsms.com.mx or Billing department Facturacion@kcsouthern.com in Mexico.
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: