Continuous improvement of service level and improvement of passenger travel experience

On January 22, the 13th day of Spring Festival, the national railway is expected to send 11.8 million passengers, a year-on-year increase of 14.9%. It is expected to open 10884 passenger trains and 1403 temporary passengers. During the Spring Festival, the railway department continued to improve the service level and passenger travel experience.

On January 21, the national railway sent 11.925 million passengers, a year-on-year increase of 1.452 million, an increase of 13.9%. The railway transportation was safe and orderly. Among them, Beijing bureau group company sent 1.098 million passengers, a year-on-year increase of 66000, an increase of 6.4%; Shanghai Bureau Group Company sent 2.345 million passengers, a year-on-year increase of 283000, an increase of 13.7%; Guangzhou Bureau Group Company sent 2.072 million passengers, a year-on-year increase of 249000, an increase of 13.6%.

The railway department has taken various measures to continuously improve the service level and create a better Spring Festival travel life for passengers. Harbin Bureau Group Co., Ltd. has set up a special express zone in the station to provide small items such as keys and certificates for passengers. Beijing South Railway Station of Beijing Bureau Group Co., Ltd. has set up an underground comprehensive service desk, which integrates functions of business inquiry, goods inquiry, transportation introduction and tourism consultation. Taiyuan Bureau Group Company continued to purify and transform the drinking water source of passengers in the waiting room, and the drinking water of more than 20 stations reached the standard of direct drinking water. Jinan Bureau Group Co., Ltd. carries out the toilet "warm hand project", and warm water is available for passengers to wash at any time. Guangzhou Bureau Group Co., Ltd. added wechat code scanning payment function to Guangzhou Shenzhen intercity. Chengdu Bureau Group Company set up "children's paradise" in some long-distance trains. Kunming Railway Bureau Group Co., Ltd. promotes convenient transportation service at stations with large passenger flow. Lanzhou Railway Bureau Group Co., Ltd. provides "one-to-one" service for key passengers at high-speed railway stations.

In response to the deployment requirements of health and epidemic prevention work in Wuhan and the appeal of passengers, the railway department decided that by 24:00 on January 24, 2020, passengers who have purchased train tickets for trains departing and arriving in Wuhan through stations, 12306 websites and other channels, who voluntarily change their travel and need to return tickets, the railway department will not charge the refund fee, and the passengers who have purchased the travel insurance will be handled together, including tickets The face to face or departure stations are Wuhan, Hankou, Wuchang, Nanhu East, Tangxun Lake, Miaoshan, Pu'an, Zhifang East, Houhu, Jinyintan, Tianhe Airport, Tianhe street, huashannan, zuoling, Wulongquan south, Ditang East and shanpo East stations.

The railway department will, under the guidance of the health and epidemic prevention departments, take timely and effective measures to prevent and control the epidemic and protect the health of passengers.