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COVID-19 Update for Customers and Partners


Norfolk Southern Corporation
1200 Peachtree Street NE
Atlanta, GA 30309
Telephone (757) 629-2830


Alan H. Shaw
Executive Vice President and
Chief Marketing Officer

March 14, 2020


Valued Norfolk Southern Customers and Partners,

Since my March 12 note to you, the COVID-19 situation has continued to evolve. I would like to update you with the latest information on Norfolk Southern’s plans and activities to manage this situation. Our overriding goal is to protect our employees, their families, and the communities we serve, while continuing to serve our customers.   

I can assure you that Norfolk Southern’s network remains fluid and would like to update you on several actions we are implementing to ensure we continue to provide a high-quality service product.  

Based on the social distancing guidance from the Centers for Disease Control and Prevention and as a prudent precaution, Norfolk Southern is transitioning to remote working arrangements for employees whose job functions permit. This action predominately affects those employees not directly associated with train operations and allows Norfolk Southern to better ensure a safe working environment for those activities that must remain in our offices.  As noted previously, the same communication channels exist and all phone numbers and email contacts remain the same. Our expectation is this process will be seamless to you. 

We have restricted access to critical functions in our offices such as our Network Operations Center and implemented social distancing practices for these functions. We have executed general safety actions such as posting information about the importance of hand washing and good hygiene, limiting office visits from non-employees, increasing cleaning regimens, and ordering additional cleaning supplies.  

For our field transportation employees, Norfolk Southern is taking proactive action throughout the network. This includes adding steps in our locomotive servicing process to disinfect all common surfaces, providing sanitizing kits to each crew that will be used to wipe down surfaces at each crew change point, staggering crew briefings to eliminate large collections of crew members at any one point, and working with all of our hotel and taxi vendors to ensure each is also maintaining the highest standards of safety and hygiene for our personnel. 

We have activated Norfolk Southern’s Operations Command Center, staffed with senior management from all our Operating disciplines to closely monitor the situation and ensure we are staying ahead of any potential issues. Marketing and Customer Service are fully integrated in the Operations Command Center to ensure incorporation of changes in customer requirements and open communication with our customers.   

Norfolk Southern is committed to providing transparent information on all our activities and any changes we may execute. We encourage you to advise us with respect to anticipated changes in your supply chains, operations or priorities so that we can continue to evaluate and, if necessary, modify our operating plans accordingly to meet your service expectations.

If we can support you in other ways, or you have additional questions about Norfolk Southern’s response, please reach out to your Marketing or Customer Service representative. 

We will continue to provide updates on our activities as the events warrant.

I thank you again for your partnership and collaboration as we continue to manage this situation and wish good health to you, your family and your employees.




Alan H. Shaw


Operating Subsidiary: Norfolk Southern Railway Company