CPKC FAQs #1 - General - What you need to know

March 22, 2023

We, at Kansas City Southern, along with Canadian Pacific (CP), look forward to soon being able to greet you as customers and partners of the newly combined CPKC network. As announced on March 15, 2023, CP will assume control on April 14, 2023, officially forming CPKC.

Recognizing you may have many questions related to how the combination may impact how you’re doing business with us, we are sending, and will continue to send, a series of Frequently Asked Questions (FAQs) to keep you informed.  

This first set of FAQs is focused on General Questions you may have related to the combination.  

Q. 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.

Q. 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.

Q. 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.

Q. 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.

Q. 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.

Q. Are my customer service and accounts receivable contacts changing? 
At this time, there will be no change to your current contacts.

Q. 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.

Q. 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.

Q. 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.

Q. Will my contacts change for inquiries related to interline settlements?
No, CP & KCS contacts will remain the same for interline settlements.

Q. 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. 

These and other anticipated questions are answered in an FAQ that can be found on our KCS website in the Rail Resource section here.   Should you have questions that have not been addressed in the online FAQs, please contact our Customer Solutions Team located in the U.S. or Mexico or email CPKC_Integration_Inquiry@kcsouthern.com.   

Be sure to check back often as the FAQs will be updated regularly to ensure our customers are made aware of any further changes and to share additional FAQs from the feedback that we have received.  

Thank you for your business.