Railcar Quality Assurance Process 1. Boxcars 3. Gondolas & Covered Gondolas 4. Multilevels 5. Flat Cars 6. Open-Top Hoppers 7.

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1 GU TO E ID D E R V ST A U O AC R TC P IMIGH ITY E AL R F QU E OM R S

2 CONTENTS Raicar Quaity Assurance Process 1 Boxcars 3 Gondoas & Covered Gondoas 4 Mutieves 5 Fat Cars 6 Open-Top Hoppers 7 Covered Hoppers 8 Tank Cars 9

3 RAILCAR QUALITY ASSURANCE PROCESS Norfok Southern Corporation contros one of the argest feets of rairoad freight cars in North America with over 91,900 pieces of owned or eased equipment. We take pride in our equipment and consider our freight car feet to be a vauabe asset in the transportation marketpace. It is the intent of Norfok Southern to provide high-quaity freight cars to our customers. Norfok Southern s Conditions of Carriage state that receivers are responsibe for unoading raicars in a manner which does not damage the equipment and for removing a ading, dunnage (incuding banding) and debris so that the car is suitabe for oading by another customer. However, if something is not right with a car we provide for oading, we want to correct the situation. In order to do that we need your hep. Our Raicar Quaity Assurance Process is designed to receive a notice from you, our customer, that a raicar is unsuitabe for oading and then quicky and efficienty route the rejected car for appropriate handing. By heping Norfok Southern better manage our rejected raicars, you hep us assure that ony quaity raicars are paced at customer sidings. Norfok Southern asks that you provide Reject Notice information through Thoroughbred Pacesetter. When you og-on to Thoroughbred Pacesetter to have raicars pued from your faciity, indicate whether you have rejected any of the raicars being pued as unsuitabe for oading. This can be done by seecting Reease Rejected Empty for the Request Type. This information wi drive a new automated process that generates handing instructions. If you need assistance rejecting a raicar, pease contact Operations and Service Support (OSS). 1

4 To improve the rejection process we have deveoped a set of numeric reject codes that correspond with basic car type. When you indicate a Reease Rejected Empty, there wi be a drop-down ist for Reject Reason Codes for you to choose the most appropriate reason. There are 3 genera categories of reason codes that appy to each car type: The car is not in good shape, Something is defective on or in the car, and The car is not what you ordered. Within each genera category, there are specific reasons for rejecting a raicar and corresponding numeric codes. The reasons and codes that appy to each type of car are dispayed on the foowing pages. Your timey rejection of unsuitabe raicars aso removes those cars from your demurrage account. Demurrage rues provide one credit day for appropriatey rejected empty raicars. Rejection of a raicar within that period wi avoid chargeabe days. Finay, pease note that the Raicar Quaity Assurance Process is designed not just for shippers, those customers who take empty cars for oading from Norfok Southern, but aso for receivers, the customers who unoad raicars. If you unoad a raicar and note a probem that woud make the car unsuitabe for reoading, we ask that you provide this same eve of reject information in your reease of the empty car. The condition of our raicars directy impacts the vaue you receive from our transportation service, and your handing of rejects can directy infuence the quaity of the cars Norfok Southern provides for your oading. 2

5 BOXCARS The car is not in good shape Contains Bins or Racks 001 Contaminated Odor or Other Unidentified Residue 003 Dirty Brick, Sand, Grave, Stone, Cottonseed, Meta Shavings, Beans, etc. 004 Dirty Dunnage (Wood, Cardboard, Paper, Paets, Banding) 009 Bad Order Refrigerator 150 Something is broken on or in the car Bukhead Defective or Missing 002 Door Defect 010 Door-Latch or Pin Defect 012 Foor Defect 014 Roof Defect 018 Sides or Ends Defect 021 Interior Wa Defect 024 The car is not what I ordered Reported as Empty, Actuay Loaded 326 3

6 GONDOLAS & COVERED GONDOLAS The car is not in good shape Contaminated-Odor or Other 003 Dirty 009 Something is broken on or in the car Bukhead Defective or Missing 002 Foor Defect 014 Cover/Hood - Missing, Wrong, or Defective 019 Sides or Ends Defect 021 The car is not what I ordered Reported as Empty, Actuay Loaded 326 4

7 MULTILEVELS The car is not in good shape Dirty 009 Something is broken on or in the car Foor Defect 014 Missing Chain or Chock 017 Roof Defect 018 Sides or Ends Defect 021 Rust-Wa, Door, etc. 318 The car is not what I ordered Reported as Empty, Actuay Loaded 326 5

8 FLAT CARS The car is not in good shape Dirty 009 Something is broken on or in the car Sides or Ends Defect 021 Foor Defect 014 Missing Chain or Chock 017 The car is not what I ordered Reported as Empty, Actuay Loaded 326 6

9 OPEN-TOP HOPPERS The car is not in good shape Dirty 009 Something is broken on or in the car Sides or Ends Defect 021 Gates/Doors Defect 401 The car is not what I ordered Reported as Empty, Actuay Loaded 326 7

10 COVERED HOPPERS The car is not in good shape Contaminated-Odor or Other 003 Dirty 009 Something is broken on or in the car Sides or Ends Defect 021 Roof or Hatch Defect 321 Lining Defect 322 Gates/Doors Defect 401 The car is not what I ordered Reported as Empty, Actuay Loaded 326 8

11 TANK CARS Something is broken on or in the car Mechanica Repair-Raicar 016 The car is not what I ordered Reported as Empty, Actuay Loaded 326 9

12 CT TA N O C ION N T SS) MA HER T (O R T R FO U N SO UPPO EI S LK R MO E O RF RVIC 96 O N SE -42 NS O TI 1-80 RA E OP R FO Pu ed bish, Ma rch