RailwayPassengerTransportService鐵路旅客運輸服務鐵路旅客運輸特色服務策略CharacteristicservicestrategyofrailwaypassengertransportKeyPassengersandSoldierService重點旅客和軍人服務商務座旅客服務BusinessClassPassengerService常旅客會員服務FrequentTravelerMemberService高鐵靜音車廂服務HighSpeedRailSilentCarriageServiceSpecialServicesforMothers&Infants母嬰專項服務重點旅客和軍人服務KeyPassengersandSoldierService1.重點旅客服務重點旅客服務工作，是衡量鐵路客運服務質量的重要標志，是鐵路旅客運輸服務工作的重要內容之一。站車客運工作人員對重點旅客要做到重點關注，優先照顧，要為重點旅客提供優先購票、優先進站、優先檢票上車的服務。Keypassengerservices

Keypassengerserviceworkisanimportantsymboltomeasurethequalityofrailwaypassengertransportserviceandoneoftheimportantcontentsofrailwaypassengertransportservicework.Thestationpassengertransportstaffshouldpayattentiontoandgiveprioritytokeypassengers,andprovidepriorityservicesforkeypassengerssuchasticketpurchase,entryandboarding.重點旅客和軍人服務KeyPassengersandSoldierService2.特殊重點旅客服務站車客運人員要根據需求為特殊重點旅客提供幫助，有服務、有交接、有通報。行動不便的老人、病人和靠輔助器具才能行動的殘疾旅客，可以通過12306客服中心預約由站車提供優先進站、便利出站，以及提供輪椅、擔架等服務。12306客服中心受理了特殊重點旅客的預約后，以工單形式通知旅客的發站、列車和到站。2.Specialkeypassengerservice

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

Soldiers,firerescuepersonnelandtheiraccompanyingfamilymemberswhomeetthespecifiedpriorityrequirementscanenjoythefollowingservicepriority:(1)Prioritytopurchasetickets.

(2)Specialwaitingarea.

(3)Thestationandtrainstaffshouldgiveprioritytotheserviceofticketpurchase,securitycheck,ticketcheckandboardingforsoldiers,firerescuepersonnelandtheiraccompanyingfamilymembers.商務座旅客服務BusinessClassPassengerService1.車站服務(1)專屬信息。(2)專用通道。(3)專區候車。(4)專人引導。(5)便捷出站。StationserviceProprietaryinformation.(2)Dedicatedchannel.(3)Specialwaitingarea.(4)Speciallyassignedpersonshallguide.(5)Convenientexit.商務座旅客服務BusinessClassPassengerService2.列車服務商務座車廂專職服務人員為商務座旅客提供始發引導、擦手毛巾或紙巾、免費小食飲品、商務餐食、報刊雜志等服務。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.常旅客會員服務FrequentTravelerMemberService1.會員申請2.會員積分與服務會員可通過購票乘車或參加國鐵集團組織有關市場問卷調查等活動而獲得會員積分，在積分有效期內可進行車票兌換，到期未兌換積分自動作廢。1.MembershipApplication2.MemberpointsandservicesMemberscanobtainmemberpointsbybuyingticketstotakeabusorparticipatinginrelevantmarketsurveysorganizedbyChinaRailwayGroup.Theycanexchangeticketswithinthevalidityperiodofthepoints,andthepointsthatarenotexchangedattheexpirationwillbeautomaticallyinvalidated.高鐵靜音車廂服務HighSpeedRailSilentCarriageService為進一步提升鐵路旅客旅行服務體驗，倡導和共建文明、溫馨、安靜的列車旅行環境，國鐵集團推出高鐵動車組列車靜音車廂服務，為廣大旅客提供一個安靜的車廂環境。Inordertofurtherimprovethetravelserviceexperienceofrailwaypassengers,advocateandjointlybuildacivilized,warmandquiettraintravelenvironment,ChinaRailwayGrouphaslaunchedthesilentcarriageserviceofhigh-speedtrainsetstoprovideaquietcarriageenvironmentforpassengers.高鐵靜音車廂服務HighSpeedRailSilentCarriageService“靜音車廂”內車載影視娛樂視頻系統音量關閉，車廂廣播音量實行低音量廣播，原則上控制在最高音量的40%以內。列車餐售人員通過靜音車廂時不得叫賣宣傳，列車工作人員實施輕聲服務。列車車廂乘務員發現大聲喧嘩、交談和打電話旅客要立即予以勸阻或制止；勸導使用各類電子設備的旅客，佩戴耳機或關閉音源外放功能；遇有嬰幼兒哭鬧時，要引導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.母嬰專項服務SpecialServicesforMothers&Infants1.母嬰設