铁路旅客运输服务 Railway passenger transport services

（Railwaypassengertransportservices）铁路旅客运输服务内容文字：≥16号层级序号

一、1.（1）01①SpecificationforservicequalityofrailwayPassengerTransport--Railwaystationpassengertransportorganizationspecification铁路旅客运输服务质量规范——车站客运组织规范相关知识Therelevantknowledge二、进站、候车、检票组织

（getinstation,waiting,ticket

checkingorganization）三、站台组织（Theplatformorganization）四、出站组织（Theoutboundorganization）七、应急处置（Emergencydisposal）一、售票（Theticket）五、高铁快运与行包作业（High-speedrailexpressandpackingoperations）六、列车给水、吸污作业（Trainwatersupplyandsewageabsorptionoperation）铁路旅客运输服务质量规范——车站客运组织规范目录DirectorySpecificationforservicequalityofrailwayPassengerTransport--Railwaystationpassengertransportorganizationspecification售票01.Theticket1.售票渠道与方式(1)售票渠道高铁车站、普速大型车站提供窗口、自动售(取)票机等多种售票渠道,售票网点布局合理,管理规范。高铁中型及以上车站、普速大型车站提供铁路客票代售点。普速中型车站提供窗口、铁路客票代售点。普速小型车站提供售票窗口。一、售票Theticket1.Ticketsellingchannelsandmethods(1)TicketsaleschannelsHigh-speedrailwaystationsandlarge-scalestationsprovidewindows,automaticticketmachinesandotherticketsellingchannels.Ticketsellingoutletshavereasonablelayoutandstandardizedmanagement.High-speedrailwaymediumandabovestations,generalhigh-speedlargestationstoproviderailwayticketagent.Generalspeedmediumstationprovideswindow,railwayticketagentpoint.Smallstationsofferticketwindows.1.售票渠道与方式(2)售票方式办理售票、退票、改签、换票、取票、变更到站、挂失补办、中转签证等业务,发售学生票、残疾军人票、乘车证签证等各种车票,支持现金、银行卡等支付方式。(2)TicketingmethodHandleticketsales,refund,change,exchange,taketickets,changeofarrival,lossreportandreapplication,transfervisaandotherservices,sellticketsforstudents,disabledsoldiers,travelpermitsandothertickets,supportcash,bankcardsandotherpaymentmethods.一、售票Theticket2.售票时间(1)高铁车站(2)普速大中型车站(3)普速小型车站3.自动售(取)票机4.票据、现金保管2.Tickettime(1)High-speedrailwaystation(2)Largeandmedium-sizedstationswithgeneralspeed(3)Smallstationswithgeneralspeed3.Automaticticketmachine4.Keepingofbillsandcash一、售票Theticket进站、候车、检票组织02.getinstation,waiting,ticketcheckingorganization1.实名制验证2.安检设备与候车组织3.候车服务4.检票

(1)高铁车站

(2)普速车站5.拒绝进站、乘车的情况6.检票通告

二、进站、候车、检票组织1.Real-nameverification2.Securitycheckequipmentandwaitingorganization3.Waitingservice4.Thecheck-in(1)High-speedrailwaystation(2)Universalspeedstation5.Refusaltoenterthestationortakeabus6.Check-innoticesgetinstation,waiting,ticketcheckingorganization站台组织03.Theplatformorganization1.站台检查2.乘降组织(1)高铁车站(2)普速车站3.站车交接(1)高铁车站(2)普速车站4.开车打铃5.车站确认6.车厢值守

三、站台组织1.Platforminspection2.Boardingandlandingorganization(1)High-speedrailwaystation(2)Universalspeedstation3.Stationtrainhandover(1)High-speedrailwaystation(2)Universalspeedstation4.Ringthebellwhendrive5.Stationconfirmation6.CarriageguardTheplatformorganization出站组织04.Theoutboundorganization1.出站准备2.检票出站

(1)高铁车站(2)普速车站3.违章处理4.清理站台、通道5.站内换乘

四、出站组织1.Preparetoexitthestation2.Checkinandexitthestation(1)High-speedrailwaystation(2)Universalspeedstation3.Violationhandling4.Clearplatformsandpassageways5.TransferwithinthestationTheoutboundorganization高铁快运与行包作业05.High-speedrailexpressandpackingoperations五、高铁快运与行包作业1.高铁快运作业2.行包(1)按规定实行实名制托运。核验有效身份证件原件与托运人的一致性。（2）承运行包及时准确,品名相符,正确检斤、制票,运杂费收付无误,唱收唱付,不逾期、不破损、不丢失。1.High-speedrailexpressoperation2.Luggage(1)Accordingtotheprovisionsoftheimplementationofreal-namesystem.Verifytheconsistencyoftheoriginalvalididentificationdocumentwiththeshipper.(2)Thecarryingluggageshallbetimelyandaccurate,theproductnameshallbeconsistent,theweightshallbecheckedandtheticketshallbemadecorrectly,thecollectionandpaymentoffreightandmiscellaneouschargesshallbecorrect,andthecollectionandpaymentshallbemadewithoutdelay,damageorloss."Customerfirst"serviceconcept

(3)承运限制运输的物品时,按规定查验相关的运输证明;需要押运的物品按规定办理押运手续。(4)到达行包核对票据,妥善保管,及时通知,准确验货,正确交付,按规定期限保管。对无法交付的行包及时公告,按规定处理。(3)Whencarryingarticlesrestrictedfromtransportation,checkrelevanttransportationcertificatesaccordingtoregulations;Articlesthatneedtobeescortedshallgothroughescortproceduresaccordingtoregulations.(4)Uponarrival,checkthebills,keepthemproperly,notifyintime,inspectthegoodsaccurately,deliverthemcorrectly,andkeepthemwithinthespecifiedperiod.Timelyannouncetheundeliverableluggageandbagsanddealwiththemaccordingtoregulations五、高铁快运与行包作业"Customerfirst"serviceconcept列车给水、吸污作业06.Trainwatersupplyandsewageabsorptionoperation六、列车给水

(1)高铁中型及以上车站按规定程序及时上水,始发列车辆辆满水,中途站按给水方案补水,有注水口的挡板锁闭,水管回卷到位(管头插入上水井内)。吸污站按规定进行吸污作业,保持作业清洁。作业完毕,向站台客运人员报告。(1)HighspeedrailwaymediumandabovestationsWatershallbesuppliedintimeaccordingtothespecifiedprocedures.Thestartingtrainshallbefullofwater,andthemidwaystationshallmakeupwateraccordingtothewatersupplyscheme.Thebafflewithwaterinjectionnozzleshallbelocked,andthewaterpipeshallberolledbackinplace(thepipeheadshallbeinsertedintothewatersupplywell).Thesewagesuctionstationshallcarryoutthesewagesuctionoperationaccordingtotheregulationsandkeeptheoperationclean.Reporttothepassengertransportpersonnelontheplatformaftertheoperationiscompleted.Trainfeedwater(2)普速大型车站按规定程序及时上水,始发列车辆辆满水,中途站按给水方案补水,水管回卷到位(管头插入上水井内)。吸污站按规定进行吸污作业,保持作业清洁。作业完毕,向站台客运人员报告。(2)GeneralspeedlargestationsWatershallbesuppliedintimeaccordingtothespecifiedprocedures.Thestartingtrainshallbefullofwater,themidwaystationshallmakeupwateraccordingtothewatersupplyscheme,andthewaterpipeshallberolledbackinplace(thepipeheadshallbeinsertedintothewatersupplywell).Thesewagesuctionstationshallcarryoutthesewagesuctionoperationaccordingtotheregulationsandkeeptheoperationclean.Reporttothepassengertransportpersonnelontheplatformaftertheoperationiscompleted.六、列车给水Trainfeedwater(3)普速中型车站按规定程序及时上水,始发列车辆辆满水,中途站按给水方案补水,水管回卷到位(管头插入上水井内)。作业完毕,向站台客运人员报告。(3)GeneralspeedmediumstationWatershallbesuppliedintimeaccordingtothespecifiedprocedures.Thestartingtrainshallbefullofwater,themidwaystationshallmakeupwateraccordingtothewatersupplyscheme,andthewaterpipeshallberolledbackinplace(thepipeheadshallbeinsertedintothewatersupplywell).Reporttothepassengertransportpersonnelontheplatformaftertheoperationiscompleted.六、列车给水Trainfeedwater应急处置07.Emergencydisposal七、应急处置1.高铁车站①列车晚点列车晚点15min以上时,根据调度通报,公告列车晚点信息,说明晚点原因、预计晚点时间,广播每次间隔不超过30min。电子显示屏实时显示。按规定办理退票、改签或逢餐点提供免费饮食品,协调市政交通衔接。1.High-speedrailstation①Thetrainislate.Whenthetrainisdelayedformorethan15min,announcethetraindelayinformationaccordingtothedispatchingnotice,explainthedelayreasonandestimateddelaytime,andtheintervalofeachbroadcastshallnotexceed30min.Theelectronicdisplayscreendisplaysinrealtime.Handleticketrefund,ticketchangeorprovidefreefoodatmealsaccordingtoregulations,andcoordinatetheconnectionofmunicipaltransportation.Emergencydisposal②列车在车站空调失效遇列车在车站空调失效时,站车共同组织;必要时,组织旅客下车、换乘其他列车或疏散到车站安全处所。到站按规定退还票价差额。

②TheairconditioningofthetrainfailedatthestationIncaseofairconditioningfailureofthetraininthestation,thestationandthetrainshallorganizetogether;Ifnecessary,organizepassengerstogetoffthetrain,changetoothertrainsorevacuatetothesafeplaceofthestation.Refundthefaredifferenceuponarrival.七、应急处置Emergencydisposal③车底变更遇车底变更时,车站按车底变更计划调整席位,组织旅客换乘,告知列车,并按规定办理改签、退票。④售票、检票系统故障遇售票、检票系统故障时,组织维护部门进行故障排查,按规定启用应急售票、换票程序,组织人工办理检票。③ChangeofcarbottomIncaseofchangeofundercarriage,thestationwilladjustseatsaccordingtothechangeofundercarriageplan,organizepassengerstotransfer,informthetrain,anddealwithchangeofsignatureandrefundaccordingtoregulations.④Ticketsales,ticketcheckingsystemfailureIncaseoffailureofticketsellingandticketcheckingsystem,organizemaintenancedepartmenttoconducttroubleshooting,enableemergencyticketsellingandticketchangingproceduresaccordingtoregulations,andorganizemanualticketchecking.七、应急处置Emergencydisposal⑤列车故障途中需更换车底遇列车故障途中需更换车底时,在车站换乘的,由客调通知换乘站、高铁快运到站,由换乘站组织集装件换车。在区间换乘的,集装件不换至救援车,由故障车所在地铁路局集团公司根据救援方案一并安排随车运送至动车所所在地高铁车站,动车所所在地高铁车站编制客运记录并安排最近车次运送至到站。⑤ThebottomofthetrainshouldbereplacedonthewayoffaultWhentheundersideofthetrainneedstobereplacedonthewayo