CN Creates New Service Department to Deliver Fast Customer Solutions.

MONTREAL -- CN (NYSE:CNI) (TSX:CNR) today announced the formation of a new function - the Service Department - to provide its customers with a better transportation product.

The Service Department is responsible for resolving customer issues that aren't fixed through the daily business process.

"Our customers now have dedicated go-to persons in the Service Department for quick action on any problem or issue," said James M. Foote, CN's executive vice-president, sales and marketing. "Try as we do to provide our customers with quality transportation, sometimes equipment, billing or other service issues aren't resolved during day-to-day contact with the railroad. When that happens, solution managers in the Service Department will step in to tackle the problems and resolve them quickly. Until now, these types of issues were the responsibility of CN's sales force."

Michael K. Mohan has been promoted to lead the new function as vice-president - service. Mohan will direct the department's activities across the CN system, with Service Department leaders in each of CN's three regions reporting to him. Mohan will report to Foote.

Mohan said: "My new group is responsible for resolving systemic problems or process issues for CN's entire customer base. We will have in-depth knowledge of all CN functions and will develop and implement lasting solutions benefiting all of our customers."

Mohan was appointed CN's vice-president - coal and U.S. grain and fertilizers in 2000, and formerly held the position of assistant vice-president - U.S. grain and fertilizers and Midwest sales. He came to CN in 1999 from the Illinois Central Railroad, where he had worked since 1995. Before joining IC, Mohan was employed by the Atchison, Topeka and Santa Fe Railway. His transportation career started at the Archer Daniels Midland Company. Mohan holds a degree in marketing and communications from the University of Alabama in Tuscaloosa, Ala.

Canadian National Railway Company spans Canada and mid-America, from the Atlantic and Pacific oceans to the Gulf of Mexico, serving the ports of Vancouver, Prince Rupert, B.C., Montreal, Halifax, New Orleans, and Mobile, Ala., and the key cities of Toronto, Buffalo, Chicago, Detroit, Duluth, Minn./Superior, Wis., Green Bay, Wis., Minneapolis/St. Paul, Memphis, St. Louis, and Jackson, Miss., with connections to all points in North America.