CPKC Frequently Asked Questions (FAQ)

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.

How does this benefit our company?

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.

Will the email addresses of my current contacts at KCS change or stay the same?

All email addresses will remain the same until further notice.

How do I stay informed?

• Visit the KCS website for the latest updates.
• Ensure you are signed up to receive our service status updates; you can also find valuable information at https://www.kcsouthern.com/ship-with-us/service-status-updates/index.
• Our account managers are also available for any questions you may have.

Who do I call when I have questions?

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.

Will I keep my account manager or have a new one assigned?

At this time, 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?

At this time, there will be no change to your current contacts.

Which system do I use if I already have access to both CP Customer Station and MyKCS?

There are no changes. Please continue to use the systems you used before the STB decision.

Will my credit terms and status change upon integration?

Existing customers will retain their existing credit status. 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?

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.

Will my contacts change for inquiries related to interline settlements?

No, CP & KCS contacts will remain the same for interline settlements.

Will my existing rates change?

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.

If I want to become a KCS customer, who do I call?

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
Phone	In the U.S.: 1-800-468-6527 (800-GO-TO-KCS) In Mexico: 81-8852-777 from within Mexico
Email	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.

Who do I contact to obtain new rates?

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).

I am a new customer, where do I apply for credit?

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.

I am an existing customer, will I have to re-apply for credit?

Existing customers will retain their current credit status. There is no need for existing customers to re-apply for credit.

I have an opportunity to whom can I speak?

Please contact your account manager. If you do not have an account manager, contact our customer service teams.

KCS
Phone	In the U.S.: 1-800-468-6527 (800-GO-TO-KCS) In Mexico: 81-8852-777 from within Mexico
Email	In the U.S.: CSolutions@kcsouthern.com In Mexico: Vozdelcliente@kcsms.com.mx

As a customer, how will I learn about new services offered by CPKC?

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.

Will my shipping rates change? Are tariffs changing?

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.

If I ship using tariff rates (no contract), will prices be changing?

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?

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?

There are no changes to the systems used to order rail equipment.

How will KCS handle shipments that previously interchanged between CP and KCSR?

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?

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?

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?

There are no changes at this time; current processes for KCS will remain in place for 3rd party partners and authorizations.

Do I still need to register private rail?

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.

Do I need to do anything differently with my shipment information?

There are no changes to how you schedule or manage your shipments at this time.

Will my facility service change?

There are no changes to facility services at this time.

Where do I go to obtain an ETA and trace my Shipment?

There are no changes to systems used to obtain current ETA and track and trace information. Please continue to use the MyKCS customer portal.

How will the fuel surcharge be managed?

There are no changes at this time; current processes for KCS will remain in place for fuel surcharge.

How do I escalate a priority shipment or plant shutdown shipment requests or issues?

Please continue to escalate priority shipment or plant shutdown shipment requests or issues with customer service.

How do I order rail equipment?

There are no changes to the systems used to order rail equipment.

How do I change or cancel my bill of lading?

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.

Has anything changed for cross-border shipping?

There are no changes to cross-border shipping processes at this time.

Will there be any changes to how customs holds are managed?

There are no changes to how customs holds are managed at this time.

Will the routing change on my shipments between CP and KCS?

No. Shipments will continue to be routed CPRS-KCITY-KCS or KCS-KCITY-CPRS until further communication is made.

Who do I contact to obtain new rates?

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.

Will there be changes to invoicing or how to pay?

There are no changes to invoicing, payment processes or the company entity at this time. Payments should be remitted to the issuing company.

Will there be any change to currency and invoicing?

There are no changes to currency or invoicing at this time.

Can I pay my KCS storage with CP FastPass?

No, only CP storage can be paid via FastPass.

Where do I dispute my invoices?

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:

1. For online invoices (via Present and Pay), log in via our Quick Links on the kcsouthern.com and submit your dispute.
2. 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 bank or account details for payments to KCS?

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 to process payments?

No, please continue to process payments referencing the vendor information that is located on the invoice from the origin shipping point.

How do I contact someone if I do not have an assigned accounts receivable representative?

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.

If you cannot locate contact information for accounts receivable, please contact:

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.

Where do I access copies of my invoice?

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:

1. For online invoices (via Present and Pay), log in via our Quick Links on the kcsouthern.com and request it there.
2. 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.