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

一、1.（1）01①Classificationandresponsibilityofrailwaypassengerservicequalityproblems服務質量問題分類及責任相關知識Therelevantknowledge一、鐵路客運服務質量問題分類Classification

ofrailwaypassengerservicequalityproblems二、鐵路客運服務質量問題責任Responsibilityofrailwaypassenger

servicequalityproblems服務質量問題分類及責任目錄DirectoryClassificationandresponsibilityofrailwaypassenger

servicequalityproblems01.服務質量問題分類及責任Classificationandresponsibilityofrailwaypassengerservicequalityproblems鐵路客運服務質量問題分類Classificationofrailwaypassengerservicequalityproblems1234服務質量反映Servicequalityreflection服務質量差錯Servicequalityerror服務質量事故Servicequalityaccident服務質量事件Servicequalityevent一、鐵路客運服務質量問題分類（Classificationofrailwaypassengerservicequalityproblems）1、服務質量反映（ServiceQualityReflection）指未按服務質量的要求提供規定的服務內容造成旅客的不良反映，其影響較小或甚微。Itreferstotheadversereactionofpassengerscausedbythefailuretoprovidetheprescribedservicecontentaccordingtotherequirementsofservicequality,whichhasasmallorminorimpact.

如旅客對站車設備、環境衛生、服務內容及服務態度等方面的服務質量不滿意而產生的不良反映。Forexample,passengersaredissatisfiedwiththeservicequalityofstationequipment,environmentalsanitation,servicecontentandserviceattitude.1、服務質量反映（ServiceQualityReflection）01旅客、貨主來信、來電、來訪投訴，新聞媒介曝光，造成不良影響但未造成實質性后果。Letters,calls,visitsandcomplaintsfrompassengersandcargoownerswereexposedbynewsmedia,resultinginadverseeffectsbutnosubstantiveconsequences.2、服務質量差錯（Servicequalityerror）

指服務質量不符合規定要求，造成不良影響但未造成實質性后果或未構成旅客傷害的服務質量問題。

Itreferstothequalityproblemthattheservicequalitydoesnotmeetthespecifiedrequirements

,causesadverseeffectsbutdoesnotcausesubstantialconsequencesorharmtopassengers.2、服務質量差錯（Servicequalityerror）02站、車各項設備、設施、備品未達到規定標準，影響服務質量的。Theequipment,facilitiesandsparepartsofthestationortrainfailtoreachtheprescribedstandards,

affectingtheservicequality.

站、車各項工作標準、基礎管理未達到規定要求影響服務質量的。03Theworkstandardsandbasicmanagementofthestationor

trainfailtomeetthespecifiedrequirements,affectingtheservicequality.04未按國家或鐵路有關規定對運價、雜費、商品實行明碼標價的。Failingtoclearlymarkfreightrates,miscellaneouscharges

andcommoditypricesaccordingtotherelevantregulationsofthestateorrailway.站、車存在安全隱患，未構成旅客、貨主傷害和發生責任事故的。05Therearehiddensafetyhazardsinthestationor

train,whichdoesnotcauseinjurytopassengersandcargoownersorliabilityaccidents2、服務質量差錯（Servicequalityerror）06站、車治安秩序差，未構成旅客、貨主傷害的。Thepublicorderofthestationortrainispoorbutdoesnotcauseinjurytopassengersandcargoowners.站、車環境衛生、飲食衛生差，未造成旅客傷害的。07Thestationortrainhaspoorenvironmentalhygieneandfoodhygiene,whichhasnotcausedinjurytopassengers.2、服務質量差錯（Servicequalityerror）08站、車工作人員在執行職務時與旅客、貨主發生爭執造成不良影響的。Thestationortrainstaffhavedisputeswiththepassengerorcargoownerintheperformanceoftheirduties,resultinginadverseeffects.09責任造成旅客、貨主財產損失、丟失、被盜價值在500元以下的。Responsibleforthedamage,lossortheftofthepropertyofthepassengerorcargoownerwiththevalueoflessthan500yuan.10鐵路責任發生誤辦、錯辦，造成旅客5人以下誤乘、誤降，行包誤裝、誤卸造成逾期交付或損失價值在500元以下的。Therailwayisresponsibleforthewronghandling,resultinginwrongboardinganddisembarkingoflessthan5passengers,andforthewrongloadingandunloadingofluggageandparcels,resultinginoverduedeliveryorlossvalueoflessthan500yuan.010908070605040302指服務質量不符合規定要求，造成旅客輕傷、物品損失較大及影響很大的質量問題。Itreferstothequalityproblemthattheservicequalitydoesnotmeetthespecifiedrequirements,resultinginminorinjuriestopassengers,largelossofgoodsandgreatimpact.3、服務質量事故（Servicequalityaccidents）010908070605040302鐵路責任造成旅客、貨主輕傷的。Therailwayliabilitycausesminorinjurytothepassengerorcargoowner.3、服務質量事故（Servicequalityaccidents）090807060504030201鐵路責任發生誤辦、錯辦，造成旅客6人以上誤乘、誤降，行包誤裝、誤卸造成損失價值超過500元的。Therailwayisliableforthewronghandling,resultinginthewrongboardinganddisembarkingofmorethan6passengers,andforthewrongloadingandunloadingofluggageandparcels,resultinginalossofmorethan500yuan.3、服務質量事故（Servicequalityaccidents）090807060504030102鐵路責任旅客列車晚點的。Therailwayliabilitycausesthedelayofpassengertrains.3、服務質量事故（Servicequalityaccidents）090807060504010203利用職權運輸無票人員、貨物，勒卡、索要旅客、貨主錢物價值在200元以下的。Usetheirauthoritytotransportpeopleandgoodswithouttickets,blackmailanddemandmoneyandgoodsfrompassengersandcargoowners,withavalueoflessthan200yuan.3、服務質量事故（Servicequalityaccidents）090807060501020304鐵路責任造成旅客、貨主財產損失、丟失、被盜價值超過500元不足1000元的。Responsibleforthedamage,lossortheftofthepropertyofthepassengerorcargoownerwiththevalue

ofmorethan500yuanbutlessthan1000yuan.3、服務質量事故（Servicequalityaccidents）090807060102030405

責任發生食物中毒事故未造成人員死亡的。Responsibleforthefoodpoisoningwhichdoesnotresultindeath.3、服務質量事故（Servicequalityaccidents）090807010203040506站、車工作人員在執行職務時刁難、打罵旅客、貨主造成較大影響的。Thestationortrainstaffmakedifficulties,beatandscoldpassengersandcargoownerswhileperformingtheirduties,resultingingreatimpact.3、服務質量事故（Servicequalityaccidents）090807060504030102站、車設備、設施、備品故障、缺損，嚴重影響服務質量，旅客、貨主反映強烈或給旅客、貨主造成人身傷害和帶來經濟損失的。Faultsanddefectsofthestationortrainequipment,facilitiesandspareparts,whichseriouslyaffecttheservicequality,stronglyreflectbypassengersandcargoowners,orcausepersonalinjuryandeconomiclossestopassengersandcargoowners.3、服務質量事故（Servicequalityaccidents）0908010203040506073、服務質量事故（Servicequalityaccidents）違反國家和鐵路有關收費標準、規定，亂收費、亂加價造成不良影響的。Violationofrelevantstateandrailwaychargingstandards,arbitrarycollectionoffeesandarbitrarypriceincrease,resultinginadverseeffects.

指服務質量不符合規定要求，造成旅客重傷以上傷害、物品損失巨大及影響重大的質量問題。

Itreferstothequalityproblemsthattheservicequalitydoesnotmeetthespecifiedrequirements,resultinginseriousinjuryoraboveofpassengers,hugelossofgoodsandsignificantimpact.4、服務質量事件（Servicequalityevent）利用職權運輸無票人員、貨物，勒卡、索要旅客、貨主錢物，價值超過200元。Usetheirauthoritytotransportpeopleandgoodswithouttickets,blackmailanddemandmoneyandgoodsfrompassengersandcargoowners,withavalueofmorethan200yuan.責任造成旅客、貨主財產損失、丟失、被盜價值在1000元以上的。Responsibleforcausingthedamage,lossortheftofthepropertyofthepassengerorownerwithavalueofmorethan1000yuan.責任造成旅客、貨主重傷以上傷害的。Responsibleforcausingseriousinjuryorabovetothepassengerorcargoowner.4、服務質量事件（Servicequalityevent）010203違反國家和鐵路有關收費標準、規定，亂收費、亂加價造成嚴重不良影響的。Violationofrelevantstateandrailwaychargingstandards,arbitrarycollectionoffeesandarbitrarypriceincrease,resultinginseriousadverseeffects.站、車工作人員在執行職務時毆打旅客、貨主造成嚴重影響或輕傷以上傷害的。Thestationortrainstaffbeatpassengersandcargoownerswhileperformingtheirduties,resultinginseriousimpactorminororaboveinjury.責任發生食物中毒事故造成人員死亡的。Responsibleforthefoodpoisoningwhichresultsindeath.4、服務質量事件（Servicequalityevent）040506服務質量問題分類及責任Classificationandresponsibilityofrailwaypassengerservicequalityproblems鐵路客運服務質量問題責任02.Responsibilityofrailwaypassengertransportservicequality12鐵路客運服務質量問題的責任Responsibilityforqualityproblemsofrailwaypassengerservice服務質量問題的法律免責條件Legalexemptionconditionsforservicequalityproblems二、鐵路客運服務質量問題責任（Responsibilityofrailwaypassengertransportservicequality）(1)服務質量問題的法律責任(1)Legalliabilityforservicequalityproblems在鐵路旅客運輸生產過程中，相應服務質量問題違反《鐵路法》及其他相關法律法規的規題應承擔相關的法律責任。其法律責任的方式主要有三種，即行政責任、刑事責任和民事責任。Intheproductionprocessofrailwaypassengertransport,relevantservicequalityproblemsviolatingRailwayLawandotherrelevantlawsandregulationsshouldbearrelevantlegalresponsibilityinthreeways,thatis,administrativeliability,criminalliabilityandcivilliability.二、鐵路客運服務質量問題責任（Responsibilityofrailwaypassengertransportservicequality）《鐵路法》第七十一條規定：鐵路職工玩忽職守、違反規章制度造成運營事故的，濫用職權，利用辦理運輸業務之便牟取私利的給予行政處分；情節嚴重、構成犯罪的依照刑法有關規定追究刑事責任。Article71oftheRailwayLawstipulates:railwayemployeeswhoneglecttheirduties,violaterulesandregulationsandcauseoperationaccidents,abusetheirpowerandseekpersonalgainsbyhandlingtransportbusinessshallbegivenadministrativesanctions;Ifthecircumstancesareseriousenoughtoconstituteacrime,criminalresponsibilityshallbeinvestigatedinaccordancewiththerelevantprovisionsoftheCriminalLaw.1.行政責任和刑事責任2.Administrativeresponsibilityandcriminalresponsibility二、鐵路客運服務質量問題責任（Responsibilityofrailwaypassengertransportservicequality）“運營事故”包括在運輸過程中造成的服務質量事故和服務質量事件等，涉及行政責任和刑事責任的必須依法予以追究。“Operationalaccidents”includeservicequalityaccidentsandservicequalityincidentscausedinthecourseoftransportation,andthoseinvolvingadministrativeresponsibilityandcriminalresponsibilitymustbeinvestigatedinaccordancewiththelaw.2.民事責任2.civilliability民事責任分違約責任和侵權責任兩種。服務質量問題大多屬于違約責任造成的，其違約責任在相關法規中均有明確規定。Civilliabilityincludesliabilityforbreachofcontractandtortliability.Mostoftheservicequalityproblemsarecausedbyliabilityforbreachofcontract,whichisclearlystipulatedinrelevantlawsandregulations.二、鐵路客運服務質量問題責任（Responsibilityofrailwaypassengertransportservicequality）①《民法典》、《鐵路法》規定發生服務質量問題屬于違約、侵權行為，必須承擔相關的民事責任。①《CivilCode》、《RailwayLaw》Itisstipulatedthattheoccurrenceofservicequalityproblembelongstothetortofbreachofcontract,andtherelevantcivilliabilitymustbeborne.《民法典》第五百零九條規定：當事人應當按照約定全面履行自己的義務。發生服務質量問題屬于當事人一方（鐵路）不履行合同義務或者履行義務不符合約定，應當承擔違約責任。《CivilCode》Article509stipulates:thepartiesshallfullyfulfilltheirobligationsinaccordancewiththeagreement.Iftheservicequalityproblembelongstotheparty(railway)whodoesnotfulfillthecontractualobligationsordoesnotfulfilltheobligationsinaccordancewiththeagreement,itshallbeartheliabilityforbreachofcontract.二、鐵路客運服務質量問題責任（Responsibilityofrailwaypassengertransportservicequality）《鐵路法》第五條也規定：鐵路運輸企業必須改善經營管理，切實改進路風，提高服務質量。《RailwayLaw》Article5alsostipulates:railwaytransportenterprisesmustimproveoperationandmanagement,improveroadstyleandimproveservicequality.01旅客車票、行李票和包裹票，是具有法律效力的合同或者合同的一部分。Aluggageticketorparcelticketforapassengerticketisalegallyeffectivecontractorapartofacontract.二、鐵路客運服務質量問題責任（Responsibilityofrailwaypassengertransportservicequality）02當旅客購買車票（運輸合同成立）到旅客出站繳銷車票（合同履行完畢）的運輸過程中，就應該依法享受到鐵路提供的服務。Whenthepassengerbuystheticket(thecontractoftransportisestablished)tothepassengerleavesthestationtosurrendertheticket(thecontractisfulfilled)intheprocessoftransport,therailwayshouldenjoytheserviceprovidedbylaw.03鐵路（承運人）沒有履行或全部履行自己的義務，發生服務質量問題必須承擔相關的責任。Therailway(carrier)hasnotperformedorfullyperformeditsobligations,theoccurrenceofservicequalityproblemsmustbeartherelevantresponsibility.②《中華人民共和國消費者權益保護法》規定消費者的權益受法律保護。②《LawofthePeople'sRepublicofChinaonProtectionofConsumerRightsandInterests》Itstipulatesthattherightsandinterestsofconsumersareprotectedbylaw.二、鐵路客運服務質量問題責任（Responsibilityofrailwaypassengertransportservicequality）《中華人民共和國消費者權益保護法》規定：消費者為生活需要購買、使用商品或接受服務，其權益受本法保護；經營者為消費者提供其生產、銷售的商品或者提供服務，應當遵守本法。《LawofthePeople'sRepublicofChinaonProtectionofConsumerRightsandInterests》Provisions:Therightsand