Your logistics advisor or commercial account executive can assist you; if you don't have one yet, you should contact Customer Service at 800 33 77 663 (option 2 + segment), you will need to have the following information on hand: Origin, Destination, Product, Tonnage, and Frequency.

Please send an email to ebusiness@ferromex.mx requesting access to the desired web service.

You can locate units in the RVP web service as long as you are the shipper or the delivery location on the guide.

You should send an email to materiales.peligrosos@ferromex.mx, sc.quimico@ferromex.mx and  ebusiness@ferromex.mx, with the checklist of the units, the emergency sheet, and the name of the documentation officer prior to documentation for authorization.

It is necessary to send an email with the error screen or message to ebusiness@ferromex.mx

Through our eBOL web documentation service.

A documentation pattern is a preloaded guide in the Ferromex system (origin, destination, shipper, consignee, product, customs agents, etc.).

Please contact us to get assistance in creating new shipment patterns at ebusiness@ferromex.mx

It is recommended to request the activation at least 24 hours before the date you plan to document due to the validations involved in the process. It is very important that you consider that without a pattern, you will not be able to document.

If the legal entity is Mexican, the requirements are: Tax Situation Certificate, proof of address (not older than 90 days), and contacts. For foreign clients, an official document with the corresponding TAX ID is necessary. Send documents to ebusiness@ferromex.mx 

The first step is to contact an account executive, as without an authorized rate, equipment cannot be assigned to you.

Most of our clients can already request cars via the web. In case your company has not yet migrated to this system, you will need to complete the equipment request form and send it to solicitud_carro@ferromex.mx, Please note that for domestic requirements, you must request units 5 days in advance of the required date, and for export units, you must consider 15 days before the required date.

Yes, as long as they are within the 5-day window before the required date and 15 days for export units.

If your company places orders via the web, you can view the assigned units on the same page. If you still send the form by email, you should contact your corresponding customer service segment for more information at 800 33 77 663 (option 1 + segment).

Empty units placed in the industry for loading can be rejected as long as you send your rejection form to solicitud_carro@ferromex.mx, within the next 12 hours after the unit was placed. You must accompany the rejection with a photograph clearly showing the deviation in the unit.

Through the empty unit release service in RVP. 

The owner of the track is responsible for its maintenance. Ferromex conducts annual or semi-annual inspections to ensure that the physical condition of the tracks provides the necessary operational safety.

It is the responsibility of each industry to have a contractor specialized in track maintenance and to have a maintenance program to keep them in good condition.

If the units are documented on Ferromex tracks, you have 24 hours to submit declarations at the border. If the units are documented on another railway, you have 24 hours from the time they are received in exchange.

The client or the Customs Broker must take responsibility for delays due to the late submission of declarations. Additionally, the units may be detained near their arrival at the border according to their route to prevent them from reaching the exchange border and causing accumulation.

The units will be released from detention once the client or the Customs Broker covers the corresponding charges.

Yes, as long as it is requested through the various services form, as a locomotive rental is required, which is charged to the customer.

Within this page, in the Tools menu, you will find an option called: Distance Calculation. You should select an origin and a destination.

You must notify the corresponding Customer Service segment at 800 33 77 663 (option 1 + segment), preferably 24 hours in advance of the estimated placement date, as internal arrangements are made with the revenue department. If there are no outstanding debts, the corresponding authorization is granted; otherwise, you must contact the revenue department to settle the outstanding balance.

You can check it on this Portal in the "How do we move it?" section or you can call 800 33 77 663 option 3.

USER GUIDE

FREQUENTLY ASKED QUESTIONS CUSTOMER SERVICE

FREQUENTLY ASKED QUESTIONS E-FERROMEX

FREQUENTLY ASKED QUESTIONS VARIOUS SERVICES

FREQUENTLY ASKED QUESTIONS CAR REQUEST

FREQUENTLY ASKED QUESTIONS DOCUMENTATION

You can consult the rates in the "useful information" section of our website.

When the originally documented station is modified.

No, intermodal trains cannot be split because the platforms are shared with other customers.

 Any modification to the guide that is not a change of destination.

 Yes, it is considered as a re-invoicing service and involves a documentary change.

 From the placement date, you have 24 hours for loading/unloading. After that time, demurrage is counted.

If the railcar is placed after 8:00 AM, the start of the free period will be considered the next business day starting at 8:00 AM.

The period begins from the documentation of the platform.

 Yes, at the end of the month an analysis is conducted to determine the validity of the charges, at which point the total points are calculated and applied as appropriate.

No, it is not possible.

We have a system called DIR (Wheel Impact Detector), which identifies the module with overload based on the specifications of each platform according to the UMLER.

For more information, you can contact us at 800 33 77 663, option 6.

Web services are a series of electronic tools designed for the customer to efficiently interact with the various railroad processes involved.

Through web services, it is possible to: request empty units for loading, generate waybills, track units, and notify unloading to schedule pickup.