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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 23, 2020


Valued Norfolk Southern Customers and Partners,

With multiple state and local governments issuing executive orders defining “essential businesses and workers,” I would like to take this opportunity to reinforce my letter of March 21 in which I noted Norfolk Southern employees are designated as Essential Personnel by the Department of Homeland Security. We remain committed to serving our customers, while protecting the health of our employees, our customers, all of our families, and the communities we jointly serve.  

Last Friday, Norfolk Southern published a customer survey to gain a better understanding of how the executive orders and the evolving COVID-19 situation are affecting our customers’ transportation requirements. I thank all our customers who have provided us with this valuable information, and encourage those who may not have yet had an opportunity to respond to do so as soon as you are able. Here is a link to the survey.

Norfolk Southern is working to integrate your feedback into our transportation plans, ensuring we continue to meet your needs and our operations remain fluid. As changes are identified to our service, we will notify affected customers and work with you to resolve any issues. We will work collaboratively with our customers and business partners.

We understand that COVID-19 mitigation efforts are dynamic and the effect on our customers’ business needs may evolve. Norfolk Southern will continue to collaborate with our customers and business partners to assess your service needs and how best to respond to the potential changes in your logistics requirements. 

Please recall that AccessNS ( is available 24 hours a day to support your shipping information needs. Norfolk Southern also has TRAX, a mobile application for quick access to shipment data that can be downloaded from your preferred app store. We encourage you to take advantage of these tools.

If you have any questions about our service plans or response to COVID-19 or are aware of changes in your service needs, please reach out to your Marketing or Customer Service representatives. 

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

I thank you again for our 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