主講人：李秀聰Lecturer:LiXiucong鐵路客運(yùn)站售票崗位作業(yè)TicketingPositionOperationsattheRailwayPassengerTrafficStation六字始發(fā)改簽法Six-wordEndorsementMethodatOriginatingStation一接二問三輸四做五核六交ReceiveAskEnterGiveCheckDo接過車票（接過乘車憑證或購票證件)，審核原票票種、發(fā)到站、經(jīng)由、有效期、有無涂改一接1.Receive六字始發(fā)改簽法Six-wordEndorsementMethodatOriginatingStationTakeovertheticket(theridingcredentialorticketpurchasecertificate),reviewtheoriginaltickettype,thedepartureandarrivalstations,thepathway,validityperiod,andcheckwhetherthereisanyalteration.問清旅客需要改簽的日期、車次、席別，確認(rèn)是否符合改簽條件二問2.Ask六字始發(fā)改簽法Six-wordEndorsementMethodatOriginatingStationAskabouttheendorsementdate,trainnumber,arrivalstation,andseat,andcheckwhethertheconditionsforendorsementaremet.磁介質(zhì)車票通過制票機(jī)讀磁（報銷憑證不能進(jìn)行讀磁操作)，軟紙車票掃描車票上的二維碼（或輸入票面下方21位碼），未取車票按F7讀取購票證件或手工輸入證件信息，可核對票面信息三輸3.Enter六字始發(fā)改簽法Six-wordEndorsementMethodatOriginatingStationMagneticmediaticketscanbereadbytheticket-makingmachine(themagneticreadingoperationcannotbecarriedoutonreimbursementvouchers).SoftpaperticketscanscantheQRcodeontheticket(orinputthe21-digitcodebelowtheticket).PressF7fornot-takenticketstoreadtheticketingcertificateOrthecertificateinformationcanbemanuallyinputtochecktheticketinformation.按系統(tǒng)提示退還或補(bǔ)收新舊車票票價差額，正確辦理銀行卡支付業(yè)務(wù)（認(rèn)真清點(diǎn)找零）；打印軟紙票（磁介質(zhì)票）四做4.Do六字始發(fā)改簽法Six-wordEndorsementMethodatOriginatingStationRefundormakeupthedifferencebetweentheoldandnewticketsaccordingtothesystemprompt,correctlyhandlethebankcardpaymentbusiness(countthechangecarefully);Printedsoftpaperticket(magneticmediumticket).普通(現(xiàn)金)改簽—低票價改高票價時:票款差額用現(xiàn)金支付，收取旅客購票款，認(rèn)真清點(diǎn)，將票款置于桌面上，實(shí)收款額輸入計算機(jī)內(nèi)并打印乘車憑證;銀行卡或電子支付，旅客需用銀行卡或電子支付新票票款，改簽成功后，售票員將原票票款用現(xiàn)金退還旅客四做4.Do六字始發(fā)改簽法Six-wordEndorsementMethodatOriginatingStationFaredifferenceispaidincash,andwhenreceivingthefare,countitcarefullyandplacethecashonthetable,entertheactualamountintothecomputerandprintoutthetraincredential.Common(cash)endorsement-whenthelowfareischangedtothehighfare:Whenpaidbybankcardorelectronically,passengersneedtopayfornewticketsineitherway.Andaftertheendorsementisfinished,theconductorwillreturnpassengerstheoriginalfareincash.如果改簽原票是現(xiàn)金支付的,改簽需要補(bǔ)差時旅客要求用銀行卡支付,系統(tǒng)的刷卡界面提示應(yīng)收金額(刷卡金額)為343元(注:新票票款),應(yīng)退現(xiàn)金為196元(注:原票票款),實(shí)收票款為147元(注:補(bǔ)差票款)四做4.Do六字始發(fā)改簽法Six-wordEndorsementMethodatOriginatingStationIsrequiredatendorsement,passengersneedtopayitinbankcard.Iftheendorsedoriginalticketispaidincash,whenfaredifferencethesystem'sswipeinterfacepromptsthatthereceivableamount(swipeamount)is343yuan(note:newticketamount),thecashshouldbereturnedis196yuan(note:originalticketamount),thepaid-inticketamountis147yuan(note:pricedifference).售票員與旅客核實(shí)無誤后，按扣款鍵進(jìn)行扣款,系統(tǒng)提示刷卡支付成功后退還旅客改簽原票票價現(xiàn)金金額，然后系統(tǒng)進(jìn)行扣款，成功后提示扣款注意事項(xiàng)并打印“扣款單”，成功后再次提示退還旅客現(xiàn)金金額。四做六字始發(fā)改簽法Six-wordEndorsementMethodatOriginatingStationtodetectthefare.Afterthesystempromptssuccessfulpaymentinbankcard,Aftertheconductorverifieswiththepassenger,pressthedeductionkeyreturnpassengersthecash.thecashamountoftheoriginalticketpricewillbereturnedtothepassenger.Andthesystemconductsdeduction,andpromptsthenoticesofdeductionandprintouttheDeductionSheet.Aftersuccessfuldeduction,itpromptsto4.Do普通(現(xiàn)金)改簽—等價改簽時:直接打印乘車憑證或購票信息單四做4.Do六字始發(fā)改簽法Six-wordEndorsementMethodatOriginatingStationDirectlyprintouttraincredentialortheitinerarysheetCommon(cash)endorsement-equivalentendorsement普通(現(xiàn)金)改簽—高票價改低票價時：按系統(tǒng)提示找零款，并打印乘車憑證或購票信息單四做4.Do六字始發(fā)改簽法Six-wordEndorsementMethodatOriginatingStationGivethechangeaccordingtothesystem’spromptandprintouttraincredentialortheitinerarysheet.Common(cash)endorsement–whenthehighfareischangedintoalowfare:電子支付：低票價改高票價時，選擇刷卡或使用電子支付扣新票票款，

打印受理單，系統(tǒng)自動退原票票款到原支付賬戶，然后制票;高票價改低票價時，系統(tǒng)自動退票款差額至原支付賬戶，然后制票;等價改簽可直接點(diǎn)擊售票程序中的【印票】四做4.Do六字始發(fā)改簽法Six-wordEndorsementMethodatOriginatingStationprinttheacceptancesheet,andtheoriginalfareisautomaticallyrefundtotheoriginalaccountandprinttheticket.Whenthelowfareischangedtothehighfare,paythenewfareinbankcardorelectronically,Whenthehighfareischangedtothelowfare,thefaredifferenceisautomaticallyrefundtotheoriginalaccountandtheticketprintedout.Directlyclickticket-printingintheprogramforequivalentendorsement.Electronicpayment:銀行卡支付:低票價改高票價時，先刷卡扣新票票款，打印受理單；再刷卡退原票

票款，打印受理單；然后制票（旅客可提供新銀行卡或原購票銀行卡、

支付寶購買新票，但退原車票票款時必須使用原購票銀行卡，否則，

只能打印出故障受理單，返款時間長。)﹔四做4.Do六字始發(fā)改簽法Six-wordEndorsementMethodatOriginatingStationWhenthelowfareischangedtothehighfare,firstswipethecardtodebitthenewticket,printouttheacceptancesheet,andthenswipethecardOtherwise,onlythefaultacceptancesheetcanbeprintedout,causingalongrefundtime.)Paymentinbankcardtorefundtheoriginalfareandprinttheacceptancesheet,thenprinttheticket.Passengerscanprovideanewbankcardortheoriginalpurchasebankcard,Alipaytobuyanewticket,buttheoriginalpurchasebankcardmustbeusedwhenreturningtheoriginalticketmoney.改簽后新票票價高于原票票價需補(bǔ)收票款差額時，系統(tǒng)首先扣除改簽新票全額票款，然后退還原改簽原票票款；改簽補(bǔ)差時，旅客用改簽原票支付時的銀行卡辦理支付和退款。同時，有差額改簽時，界面的收款處的下方有刷卡支付的提示“制票前按刷卡按鈕支付”，否則系統(tǒng)不允許制票四做4.Do六字始發(fā)改簽法Six-wordEndorsementMethodatOriginatingStationWhenthenewticketpriceishigherthantheoriginalticketafterendorsementandthedifferenceticketprice;Whenpayingthepricedifference,thepassengershallusethebankcardusedinendorsementIsrequiredtopay,thesystemfirstdeductsthefullpriceofthenewticket,andthenreturnstheoriginalforthepaymentandrefund.Meanwhile,whenconductingpricedifferenceendorsement,thereisaprompt"presstheSwipeCardbuttontopaybeforeprintingtickets“belowthecashier'sdeskoftheinterface,otherwisethesystemdoesnotallowmakingtickets.改簽新票票款為205元，改簽原票票款為186元，應(yīng)收差價為19元刷卡支付界面中提示應(yīng)收金額為205元，應(yīng)退票款為186元，實(shí)收票款為19元四做4.Do六字始發(fā)改簽法Six-wordEndorsementMethodatOriginatingStationThenewticketfareafterendorsementis205yuan,Theamountreceivableintheinterfaceofpaymentincardisandtheoriginalticketfareis186yuan,So,thepricedifferenceis19yuan.205yuanandtheamountrefundableis186yuan,andtheactualpaymentis19yuan.扣款成功后系統(tǒng)提示售票員扣款注意事項(xiàng)，并打印“消費(fèi)單”，售票員根據(jù)提示和相關(guān)規(guī)定辦理手續(xù)四做六字始發(fā)改簽法Six-wordEndorsementMethodatOriginatingStationAfterthesuccessfuldeduction,thesystemwillprompttheconductorthenoticesofdeductionandprinttheConsumptionBill.promptandrelevantregulations.Theconductorwillgothroughtheprocedureaccordingtothe4.Do售票員按照扣款提示處理完后，系統(tǒng)提示退款，退款成功后系統(tǒng)提示退款注意事項(xiàng)，并打印“退款單”四做4.Do六字始發(fā)改簽法Six-wordEndorsementMethodatOriginatingStationAftertheconductorhasprocessedthedeductionaccordingtotheprompt,thesystemwillpromptarefund.Afterrefund,thesystemwillpromptmattersneedingattentionfortherefundandprinttheRefundSheet.

銀行卡支付:高票價改低票價時，旅客應(yīng)提供原購票銀行卡，退款打印受理單，然后制票，票款差額直接退回原購票銀行卡;等價改簽不用按刷卡按鈕，直接點(diǎn)擊售票程序中的【印票】四做4.Do六字始發(fā)改簽法Six-wordEndorsementMethodatOriginatingStationWhenthehighfareischangedtothelowfare,passengersshouldprovidetheoriginalcardforpurchasingtheticketandtheprintedPayinbankcard:refundacceptancesheet,thentheticketcanbeprinted.Thedifferencewillbereturnedtotheoriginalcarddirectly.NoneedtopressthebuttonofSwipeCardforequivalentendorsement.Directlyclickticket-printingintheticketingprogram.始發(fā)改簽后新票票價低于原票票價的，需按原支付方式退還應(yīng)退票價差額，按Ctrl+4快捷鍵退差。界面的應(yīng)收為–6元，表示應(yīng)退差價為6元。界面的收款處下方有退款刷卡提示“制票前按刷卡按鈕退款!”,否則不允許制票四做4.Do六字始發(fā)改簽法Six-wordEndorsementMethodatOriginatingStationIfthenewticketpriceislowerthantheoriginaloneafterendorsementatthedeparturePressCtrl+4torefund.Andtheactualpaymentoftheinterfaceshouldbe-6yuan,Station,thepricedifferenceshouldbereturnedbytheoriginalpaymentmethod.Whichmeansthattheamountrefundableis6yuan.“PresstheSwipeCardbuttontopaybeforeprintingtickets”willbepromptedbelowthecashier’sofficeoftheinterface,otherwise,ticketisnotallowedtobeprinted.售票員按Ctrl+4快捷鍵辦理始發(fā)改簽退差，并根據(jù)Pos機(jī)的提示由旅客輸入改簽原票支付時的密碼或刷支付時的銀行卡，應(yīng)退票款退回到旅客購買始發(fā)改簽原票支付的銀行卡中四做4.Do六字始發(fā)改簽法Six-wordEndorsementMethodatOriginatingStationstationandletthepassengertoinputthepaymentpasswordwhenendorsingtheoriginalticketTheconductorpressCtrl+4torefundthepricedifferenceatendorsementatthedepartureaccordingtothepromptsofthePOSmachineorswipethebankcardatpayment.Theamountrefundableisreturnedtothebankcardpaidbythepassengerfortheoriginalticket.退款成功后，系統(tǒng)提示退款注意事項(xiàng)；并打印“退款單”，售票員根據(jù)退款提示和相關(guān)規(guī)定辦理退款手續(xù)四做4.Do六字始發(fā)改簽法Six-wordEndorsementMethodatOriginatingStationfortherefundandprintouttheRefundSheet.Afterrefund,thesystemwillpromptmattersneedingattentionTheconductorwillgothroughtheprocedureaccordingtotherefundpromptsandrelevantregulations.原票蓋有“行”字的：在車票背面注明“原票已辦理行李托運(yùn)”字樣，并加蓋站名戳；如旅客辦理隨車行李托運(yùn)，須告知旅客先辦理行李轉(zhuǎn)簽手續(xù)后方可辦理車票改簽四做4.Do六字始發(fā)改簽法Six-wordEndorsementMethodatOriginatingStation“Baggagehasbeenchecked”shouldbeindicatedinthebackoftheticketandstampedwiththestationname;Fororiginalticketstampedwith“baggage”:beforeendorsement.Ifthepassengeristocheckthebaggagewiththetrainthepassengermust