RailwayPassengerTransportService鐵路旅客運(yùn)輸服務(wù)鐵路旅客運(yùn)輸特色服務(wù)策略CharacteristicservicestrategyofrailwaypassengertransportKeyPassengersandSoldierService重點(diǎn)旅客和軍人服務(wù)商務(wù)座旅客服務(wù)BusinessClassPassengerService常旅客會(huì)員服務(wù)FrequentTravelerMemberService高鐵靜音車廂服務(wù)HighSpeedRailSilentCarriageServiceSpecialServicesforMothers&Infants母嬰專項(xiàng)服務(wù)重點(diǎn)旅客和軍人服務(wù)KeyPassengersandSoldierService1.重點(diǎn)旅客服務(wù)重點(diǎn)旅客服務(wù)工作，是衡量鐵路客運(yùn)服務(wù)質(zhì)量的重要標(biāo)志，是鐵路旅客運(yùn)輸服務(wù)工作的重要內(nèi)容之一。站車客運(yùn)工作人員對(duì)重點(diǎn)旅客要做到重點(diǎn)關(guān)注，優(yōu)先照顧，要為重點(diǎn)旅客提供優(yōu)先購票、優(yōu)先進(jìn)站、優(yōu)先檢票上車的服務(wù)。Keypassengerservices

Keypassengerserviceworkisanimportantsymboltomeasurethequalityofrailwaypassengertransportserviceandoneoftheimportantcontentsofrailwaypassengertransportservicework.Thestationpassengertransportstaffshouldpayattentiontoandgiveprioritytokeypassengers,andprovidepriorityservicesforkeypassengerssuchasticketpurchase,entryandboarding.重點(diǎn)旅客和軍人服務(wù)KeyPassengersandSoldierService2.特殊重點(diǎn)旅客服務(wù)站車客運(yùn)人員要根據(jù)需求為特殊重點(diǎn)旅客提供幫助，有服務(wù)、有交接、有通報(bào)。行動(dòng)不便的老人、病人和靠輔助器具才能行動(dòng)的殘疾旅客，可以通過12306客服中心預(yù)約由站車提供優(yōu)先進(jìn)站、便利出站，以及提供輪椅、擔(dān)架等服務(wù)。12306客服中心受理了特殊重點(diǎn)旅客的預(yù)約后，以工單形式通知旅客的發(fā)站、列車和到站。2.Specialkeypassengerservice

Thestationpassengertransportpersonnelshallprovideassistancetospecialkeypassengersaccordingtotheirneeds,includingservice,handoverandnotification.Theelderly,patientswithmobilitydifficultiesanddisabledpassengerswhocanonlymovebymeansofassistivedevicescanmakeanappointmentthrough12306customerservicecenter,andthestationbuscanprovidepriorityentryandconvenientexit,aswellaswheelchair,stretcherandotherservices.12306afterthecustomerservicecenteracceptstheappointmentofspecialkeypassengers,itwillnotifythedeparture,trainandarrivalofpassengersintheformofworkorders.重點(diǎn)旅客和軍人服務(wù)KeyPassengersandSoldierService3.軍人和綜合性消防救援人員依法優(yōu)先服務(wù)軍隊(duì)人員、消防救援人員及其隨行家屬符合規(guī)定優(yōu)先對(duì)象的可享受以下優(yōu)先服務(wù):(1)優(yōu)先購票。(2)專區(qū)候車。(3)站車客運(yùn)工作人員要為軍人、消防救援人員和其隨行人員提出優(yōu)先購票、安檢、檢票、乘車的服務(wù)。3.Soldiersandcomprehensivefirerescuepersonnelshallenjoyservicepriorityaccordingtolaw

Soldiers,firerescuepersonnelandtheiraccompanyingfamilymemberswhomeetthespecifiedpriorityrequirementscanenjoythefollowingservicepriority:(1)Prioritytopurchasetickets.

(2)Specialwaitingarea.

(3)Thestationandtrainstaffshouldgiveprioritytotheserviceofticketpurchase,securitycheck,ticketcheckandboardingforsoldiers,firerescuepersonnelandtheiraccompanyingfamilymembers.商務(wù)座旅客服務(wù)BusinessClassPassengerService1.車站服務(wù)(1)專屬信息。(2)專用通道。(3)專區(qū)候車。(4)專人引導(dǎo)。(5)便捷出站。StationserviceProprietaryinformation.(2)Dedicatedchannel.(3)Specialwaitingarea.(4)Speciallyassignedpersonshallguide.(5)Convenientexit.商務(wù)座旅客服務(wù)BusinessClassPassengerService2.列車服務(wù)商務(wù)座車廂專職服務(wù)人員為商務(wù)座旅客提供始發(fā)引導(dǎo)、擦手毛巾或紙巾、免費(fèi)小食飲品、商務(wù)餐食、報(bào)刊雜志等服務(wù)。到站前提前逐人通告，到站后立崗迎送。2.Trainservice

Thefull-timeservicepersonnelinthebusinessclasscompartmentprovidedepartureguidance,handtowelsorpapertowels,freesnacksanddrinks,businessmeals,newspapersandmagazinesandotherservicesforbusinessclasspassengers.Noticeeachpersoninadvancebeforearrivingatthestation,andstandguardtowelcomeandseethemoffafterarrivingatthestation.常旅客會(huì)員服務(wù)FrequentTravelerMemberService1.會(huì)員申請(qǐng)2.會(huì)員積分與服務(wù)會(huì)員可通過購票乘車或參加國鐵集團(tuán)組織有關(guān)市場問卷調(diào)查等活動(dòng)而獲得會(huì)員積分，在積分有效期內(nèi)可進(jìn)行車票兌換，到期未兌換積分自動(dòng)作廢。1.MembershipApplication2.MemberpointsandservicesMemberscanobtainmemberpointsbybuyingticketstotakeabusorparticipatinginrelevantmarketsurveysorganizedbyChinaRailwayGroup.Theycanexchangeticketswithinthevalidityperiodofthepoints,andthepointsthatarenotexchangedattheexpirationwillbeautomaticallyinvalidated.高鐵靜音車廂服務(wù)HighSpeedRailSilentCarriageService為進(jìn)一步提升鐵路旅客旅行服務(wù)體驗(yàn)，倡導(dǎo)和共建文明、溫馨、安靜的列車旅行環(huán)境，國鐵集團(tuán)推出高鐵動(dòng)車組列車靜音車廂服務(wù)，為廣大旅客提供一個(gè)安靜的車廂環(huán)境。Inordertofurtherimprovethetravelserviceexperienceofrailwaypassengers,advocateandjointlybuildacivilized,warmandquiettraintravelenvironment,ChinaRailwayGrouphaslaunchedthesilentcarriageserviceofhigh-speedtrainsetstoprovideaquietcarriageenvironmentforpassengers.高鐵靜音車廂服務(wù)HighSpeedRailSilentCarriageService“靜音車廂”內(nèi)車載影視娛樂視頻系統(tǒng)音量關(guān)閉，車廂廣播音量實(shí)行低音量廣播，原則上控制在最高音量的40%以內(nèi)。列車餐售人員通過靜音車廂時(shí)不得叫賣宣傳，列車工作人員實(shí)施輕聲服務(wù)。列車車廂乘務(wù)員發(fā)現(xiàn)大聲喧嘩、交談和打電話旅客要立即予以勸阻或制止；勸導(dǎo)使用各類電子設(shè)備的旅客，佩戴耳機(jī)或關(guān)閉音源外放功能；遇有嬰幼兒哭鬧時(shí)，要引導(dǎo)家長將嬰幼兒到臨近車廂安撫。Thevolumeoftheon-boardfilmandtelevisionentertainmentvideosysteminthe"silentcarriage"isturnedoff,andthebroadcastingvolumeinthecarriageislowvolumebroadcasting,whichiscontrolledwithin40%ofthemaximumvolumeinprinciple.Thecateringstaffofthetrainshallnothawkandpublicizewhenpassingthroughthesilentcarriage,andthetrainstaffshallprovidequietservice.Thestewardsofthetraincompartmentshallimmediatelydissuadeorstopthepassengerswhomakeloudnoises,talkandcall;Advisepassengersusingvariouselectronicdevicestowearearphonesorturnoffthefunctionofaudiosourceplayback;Incaseofcryinginfants,parentsshouldbeguidedtocomfortinfantsintheadjacentcarriage.母嬰專項(xiàng)服務(wù)SpecialServicesforMothers&Infants1.母嬰設(shè)