铁路客运站售票岗位作业课件

主讲人：李秀聪铁路客运站售票岗位作业TicketingPositionOperationsattheRailwayPassengerTrafficStation

Presenter:LiXiucong01五字退票法Five-wordRefundMethod步骤一Protectthesite五字退票法Five-wordRefundMethod一“看”I.Look二“输”II.Enter三“核”III.Check五“交”V.Give四“盖”IV.Stamp02退票（网银支付）一次作业流程OneTimeOperationProcessforTicketRefund(E-currencyPayment)步骤一StepI1.看：票、证是否符合退票条件Lookwhethertheticketandthecertificatemeettheconditionsforrefund.2.判断退票方式，告知旅客相关规定Determinethewayofrefundingtickets,andinformthepassengertherelevantregulations.退票（网银支付）一次作业流程OneTimeOperationProcessforTicketRefund(E-currencyPayment)步骤二StepII1.正确选择退票理由Choosethecorrectreasonfortherefund.（3）无法读磁且扫描的车票，手工输入车票21位码Forticketsthatcannotneitherbereadmagneticallyandscanned,退票（网银支付）一次作业流程OneTimeOperationProcessforTicketRefund(E-currencyPayment)界面显示车票票面信息ticketmakingmachine,theinterfacedisplaystheticketinformation.（1）磁介质车票（蓝票）按ALT+M将车票吸入制票机Forthemagneticmediumticket(blueticket),press“ALT+M”todrawtheticketintothe（2）无法读磁的车票扫描车票二维码，界面显示车票信息ScantheticketQRcodeforticketsthatcannotbereadmagnetically,theinterfacedisplaystheticketinformation.2.纸质车票Papertickets：还原车票票面信息manuallyenterthe21-digitcodeofthetickettorestoretheticketinformation.步骤二StepII3.电子车票Electronictickets:（3）选择旅客要求的车票，还原票面信息Selecttheticketrequestedbythepassengerandrestoretheticketinformation.（无法读磁时手工输入订单号码+身份证件号码）(ManuallyenterordernumberandIDnumberwhenmagneticreadingisnotpossible).（1）点击退电子客票Clicktoreturnthee-ticket.（2）按F7取读身份证件信息PressF7toretrieveIDcardinformation退票（网银支付）一次作业流程OneTimeOperationProcessforTicketRefund(E-currencyPayment)步骤三StepIII1.核对票面信息和系统显示是否一致Checkthattheticketinformationandthesystemdisplayarethesame.

2.退款时，需核对银行卡的卡号与系统Whenrefunding,checkwhetherthecardnumberofthebankcard显示的卡号是否一致isthesameasthecardnumbershowninthesystem.退票（网银支付）一次作业流程OneTimeOperationProcessforTicketRefund(E-currencyPayment)步骤四StepIV1.银行卡支付、电子支付：打印“受理单”旅客在商户存根联签字Bankcardpaymentandelectronicpayment:printthe"acceptancesheet".Passengerssignonthemerchantstub4.无发票时退保不退款Norefundonsurrenderofinsurancewithoutinvoice.确认并收回存留（支付宝支付无凭条）toconfirmandretrievetokeepit.(NovouchersforAlipaypayment).3.有乘意险业务时保险费全价退还，同时收回乘意险发票Fullrefundofpassengerinsurancepremiumsandrecoveryofinsuranceinvoicesincaseofpassengerinsurancebusiness.2.学生票还需使用学生优惠卡识别机恢复购票次数Studentticketsalsorequiretheuseofastudentdiscountcardidentificationmachinetorestorethenumberofticketspurchased.退票（网银支付）一次作业流程OneTimeOperationProcessforTicketRefund(E-currencyPayment)步骤五StepV1.在票面上盖“车票已退”字章Stamp"TicketRefunded"ontheticketsurface.2.在退票费报销凭证上盖站名章Stampthestationname,personalnameanddate收回原票（及客运记录）并妥善保管Retrievetheoriginalticket(andpassengerrecords)andkeepitproperly.个人名章、日期章ontherefundfeereimbursementvoucher.退票（网银支付）一次作业流程OneTimeOperationProcessforTicketRefund(E-currencyPayment)步骤六StepVI1.退票费报销凭证、银行卡、持卡人存根Givetherefunds,redundfeereimbursementvouchers,bankcards,carholderstub2.告知相关规定Informthepassengersrelevantregulations.旅客证件交给