（Railwaypassengertransportservices）鐵路旅客運輸服務內容文字：≥16號層級序號

一、1.（1）01①SpecificationforservicequalityofrailwayPassengerTransport--Railwaystationpassengertransportorganizationspecification鐵路旅客運輸服務質量規范——車站客運組織規范相關知識Therelevantknowledge二、進站、候車、檢票組織

（getinstation,waiting,ticket

checkingorganization）三、站臺組織（Theplatformorganization）四、出站組織（Theoutboundorganization）七、應急處置（Emergencydisposal）一、售票（Theticket）五、高鐵快運與行包作業（High-speedrailexpressandpackingoperations）六、列車給水、吸污作業（Trainwatersupplyandsewageabsorptionoperation）鐵路旅客運輸服務質量規范——車站客運組織規范目錄DirectorySpecificationforservicequalityofrailwayPassengerTransport--Railwaystationpassengertransportorganizationspecification售票01.Theticket1.售票渠道與方式(1)售票渠道高鐵車站、普速大型車站提供窗口、自動售(取)票機等多種售票渠道,售票網點布局合理,管理規范。高鐵中型及以上車站、普速大型車站提供鐵路客票代售點。普速中型車站提供窗口、鐵路客票代售點。普速小型車站提供售票窗口。一、售票Theticket1.Ticketsellingchannelsandmethods(1)TicketsaleschannelsHigh-speedrailwaystationsandlarge-scalestationsprovidewindows,automaticticketmachinesandotherticketsellingchannels.Ticketsellingoutletshavereasonablelayoutandstandardizedmanagement.High-speedrailwaymediumandabovestations,generalhigh-speedlargestationstoproviderailwayticketagent.Generalspeedmediumstationprovideswindow,railwayticketagentpoint.Smallstationsofferticketwindows.1.售票渠道與方式(2)售票方式辦理售票、退票、改簽、換票、取票、變更到站、掛失補辦、中轉簽證等業務,發售學生票、殘疾軍人票、乘車證簽證等各種車票,支持現金、銀行卡等支付方式。(2)TicketingmethodHandleticketsales,refund,change,exchange,taketickets,changeofarrival,lossreportandreapplication,transfervisaandotherservices,sellticketsforstudents,disabledsoldiers,travelpermitsandothertickets,supportcash,bankcardsandotherpaymentmethods.一、售票Theticket2.售票時間(1)高鐵車站(2)普速大中型車站(3)普速小型車站3.自動售(取)票機4.票據、現金保管2.Tickettime(1)High-speedrailwaystation(2)Largeandmedium-sizedstationswithgeneralspeed(3)Smallstationswithgeneralspeed3.Automaticticketmachine4.Keepingofbillsandcash一、售票Theticket進站、候車、檢票組織02.getinstation,waiting,ticketcheckingorganization1.實名制驗證2.安檢設備與候車組織3.候車服務4.檢票

(1)高鐵車站

(2)普速車站5.拒絕進站、乘車的情況6.檢票通告

二、進站、候車、檢票組織1.Real-nameverification2.Securitycheckequipmentandwaitingorganization3.Waitingservice4.Thecheck-in(1)High-speedrailwaystation(2)Universalspeedstation5.Refusaltoenterthestationortakeabus6.Check-innoticesgetinstation,waiting,ticketcheckingorganization站臺組織03.Theplatformorganization1.站臺檢查2.乘降組織(1)高鐵車站(2)普速車站3.站車交接(1)高鐵車站(2)普速車站4.開車打鈴5.車站確認6.車廂值守

三、站臺組織1.Platforminspection2.Boardingandlandingorganization(1)High-speedrailwaystation(2)Universalspeedstation3.Stationtrainhandover(1)High-speedrailwaystation(2)Universalspeedstation4.Ringthebellwhendrive5.Stationconfirmation6.CarriageguardTheplatformorganization出站組織04.Theoutboundorganization1.出站準備2.檢票出站

(1)高鐵車站(2)普速車站3.違章處理4.清理站臺、通道5.站內換乘

四、出站組織1.Preparetoexitthestation2.Checkinandexitthestation(1)High-speedrailwaystation(2)Universalspeedstation3.Violationhandling4.Clearplatformsandpassageways5.TransferwithinthestationTheoutboundorganization高鐵快運與行包作業05.High-speedrailexpressandpackingoperations五、高鐵快運與行包作業1.高鐵快運作業2.行包(1)按規定實行實名制托運。核驗有效身份證件原件與托運人的一致性。（2）承運行包及時準確,品名相符,正確檢斤、制票,運雜費收付無誤,唱收唱付,不逾期、不破損、不丟失。1.High-speedrailexpressoperation2.Luggage(1)Accordingtotheprovisionsoftheimplementationofreal-namesystem.Verifytheconsistencyoftheoriginalvalididentificationdocumentwiththeshipper.(2)Thecarryingluggageshallbetimelyandaccurate,theproductnameshallbeconsistent,theweightshallbecheckedandtheticketshallbemadecorrectly,thecollectionandpaymentoffreightandmiscellaneouschargesshallbecorrect,andthecollectionandpaymentshallbemadewithoutdelay,damageorloss."Customerfirst"serviceconcept

(3)承運限制運輸的物品時,按規定查驗相關的運輸證明;需要押運的物品按規定辦理押運手續。(4)到達行包核對票據,妥善保管,及時通知,準確驗貨,正確交付,按規定期限保管。對無法交付的行包及時公告,按規定處理。(3)Whencarryingarticlesrestrictedfromtransportation,checkrelevanttransportationcertificatesaccordingtoregulations;Articlesthatneedtobeescortedshallgothroughescortproceduresaccordingtoregulations.(4)Uponarrival,checkthebills,keepthemproperly,notifyintime,inspectthegoodsaccurately,deliverthemcorrectly,andkeepthemwithinthespecifiedperiod.Timelyannouncetheundeliverableluggageandbagsanddealwiththemaccordingtoregulations五、高鐵快運與行包作業"Customerfirst"serviceconcept列車給水、吸污作業06.Trainwatersupplyandsewageabsorptionoperation六、列車給水

(1)高鐵中型及以上車站按規定程序及時上水,始發列車輛輛滿水,中途站按給水方案補水,有注水口的擋板鎖閉,水管回卷到位(管頭插入上水井內)。吸污站按規定進行吸污作業,保持作業清潔。作業完畢,向站臺客運人員報告。(1)HighspeedrailwaymediumandabovestationsWatershallbesuppliedintimeaccordingtothespecifiedprocedures.Thestartingtrainshallbefullofwater,andthemidwaystationshallmakeupwateraccordingtothewatersupplyscheme.Thebafflewithwaterinjectionnozzleshallbelocked,andthewaterpipeshallberolledbackinplace(thepipeheadshallbeinsertedintothewatersupplywell).Thesewagesuctionstationshallcarryoutthesewagesuctionoperationaccordingtotheregulationsandkeeptheoperationclean.Reporttothepassengertransportpersonnelontheplatformaftertheoperationiscompleted.Trainfeedwater(2)普速大型車站按規定程序及時上水,始發列車輛輛滿水,中途站按給水方案補水,水管回卷到位(管頭插入上水井內)。吸污站按規定進行吸污作業,保持作業清潔。作業完畢,向站臺客運人員報告。(2)GeneralspeedlargestationsWatershallbesuppliedintimeaccordingtothespecifiedprocedures.Thestartingtrainshallbefullofwater,themidwaystationshallmakeupwateraccordingtothewatersupplyscheme,andthewaterpipeshallberolledbackinplace(thepipeheadshallbeinsertedintothewatersupplywell).Thesewagesuctionstationshallcarryoutthesewagesuctionoperationaccordingtotheregulationsandkeeptheoperationclean.Reporttothepassengertransportpersonnelontheplatformaftertheoperationiscompleted.六、列車給水Trainfeedwater(3)普速中型車站按規定程序及時上水,始發列車輛輛滿水,中途站按給水方案補水,水管回卷到位(管頭插入上水井內)。作業完畢,向站臺客運人員報告。(3)GeneralspeedmediumstationWatershallbesuppliedintimeaccordingtothespecifiedprocedures.Thestartingtrainshallbefullofwater,themidwaystationshallmakeupwateraccordingtothewatersupplyscheme,andthewaterpipeshallberolledbackinplace(thepipeheadshallbeinsertedintothewatersupplywell).Reporttothepassengertransportpersonnelontheplatformaftertheoperationiscompleted.六、列車給水Trainfeedwater應急處置07.Emergencydisposal七、應急處置1.高鐵車站①列車晚點列車晚點15min以上時,根據調度通報,公告列車晚點信息,說明晚點原因、預計晚點時間,廣播每次間隔不超過30min。電子顯示屏實時顯示。按規定辦理退票、改簽或逢餐點提供免費飲食品,協調市政交通銜接。1.High-speedrailstation①Thetrainislate.Whenthetrainisdelayedformorethan15min,announcethetraindelayinformationaccordingtothedispatchingnotice,explainthedelayreasonandestimateddelaytime,andtheintervalofeachbroadcastshallnotexceed30min.Theelectronicdisplayscreendisplaysinrealtime.Handleticketrefund,ticketchangeorprovidefreefoodatmealsaccordingtoregulations,andcoordinatetheconnectionofmunicipaltransportation.Emergencydisposal②列車在車站空調失效遇列車在車站空調失效時,站車共同組織;必要時,組織旅客下車、換乘其他列車或疏散到車站安全處所。到站按規定退還票價差額。

②TheairconditioningofthetrainfailedatthestationIncaseofairconditioningfailureofthetraininthestation,thestationandthetrainshallorganizetogether;Ifnecessary,organizepassengerstogetoffthetrain,changetoothertrainsorevacuatetothesafeplaceofthestation.Refundthefaredifferenceuponarrival.七、應急處置Emergencydisposal③車底變更遇車底變更時,車站按車底變更計劃調整席位,組織旅客換乘,告知列車,并按規定辦理改簽、退票。④售票、檢票系統故障遇售票、檢票系統故障時,組織維護部門進行故障排查,按規定啟用應急售票、換票程序,組織人工辦理檢票。③ChangeofcarbottomIncaseofchangeofundercarriage,thestationwilladjustseatsaccordingtothechangeofundercarriageplan,organizepassengerstotransfer,informthetrain,anddealwithchangeofsignatureandrefundaccordingtoregulations.④Ticketsales,ticketcheckingsystemfailureIncaseoffailureofticketsellingandticketcheckingsystem,organizemaintenancedepartmenttoconducttroubleshooting,enableemergencyticketsellingandticketchangingproceduresaccordingtoregulations,andorganizemanualticketchecking.七、應急處置Emergencydisposal⑤列車故障途中需更換車底遇列車故障途中需更換車底時,在車站換乘的,由客調通知換乘站、高鐵快運到站,由換乘站組織集裝件換車。在區間換乘的,集裝件不換至救援車,由故障車所在地鐵路局集團公司根據救援方案一并安排隨車運送至動車所所在地高鐵車站,動車所所在地高鐵車站編制客運記錄并安排最近車次運送至到站。⑤ThebottomofthetrainshouldbereplacedonthewayoffaultWhentheundersideofthetrainneedstobereplacedonthewayo