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GB/T 25341.1-2019: Quality of railway passenger transport service -- Part 1: General
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GB/T 25341.1-2010	English	239	Add to Cart	3 days [Need to translate]	Quality of railway passenger service -- Part 1: Station

GB/T 25341.1-2019: Quality of railway passenger transport service -- Part 1: General

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Quality of railway passenger transport service--Part 1. General ICS 03.220.30 A12 National Standards of People's Republic of China Replaces GB/T 25341.1-2010 Quality of railway passenger transport services Part 1. General 2019-12-10 release 2020-07-01 implementation State Administration of Market Supervision Published by the National Standardization Management Committee

Contents

Foreword I 1 Scope 1 2 Normative references 1 3 Terms and definitions 1 4 Basic requirements 2 4.1 Security 2 4.2 Punctuality 2 4.3 Accessible 2 4.4 Convenience 2 4.5 Comfort 2 4.6 Green 3 5 Service Management 3 5.1 Service organization 3 5.2 Service staff 3 6 Service contract 3 6.1 General requirements 3 6.2 Tickets 3 6.3 Baggage tickets 4 7 Service process 4 8 Service communication 4 8.1 Service Information 4 8.2 Customer service 5 9 Service evaluation and improvement 5 Appendix A (informative) Example of data collection method for railway passenger transport service quality evaluation 6 Reference 7

Foreword

GB/T 25341 Quality of Railway Passenger Transport Services is divided into the following sections. --- Part 1. General; --- Part 2. Service process; This part is the first part of GB/T 25341. This section is drafted in accordance with the rules given in GB/T 1.1-2009. This section replaces GB/T 25341.1-2010 "Quality of Railway Passenger Transport Service Part 1. Station", and GB/T 25341.1- Compared with.2010, the main technical changes in addition to editorial changes are as follows. --- Removed the content of part-time and detailed operations within the enterprise (see 5.5, 5.6, 6.10, 7.5, 7.6, 7.7, 8.2,.2010, (9.2, 9.3, 10.3, 11.4, 12.2, 12.3, 12.4, 12.6, 12.7); --- Added basic requirements for safety, punctuality, accessibility, convenience, comfort, and greenness (see Chapter 4); --- Increased requirements regarding business hours (see 4.3.2); --- Added relevant requirements for convenient transfers (see 4.4.3); --- Increased requirements for service organizations (see 5.1); --- Added requirements for service contracts (see Chapter 6); --- Added requirements for service information (see 8.1); --- Added requirements for customer service on railways (see 8.2); --- Added requirements for service evaluation and improvement (see Chapter 9). This section is proposed and managed by the National Railway Administration. This section was drafted. China National Institute of Standardization, China Railway Corporation Passenger Transport Department, China Railway Shenyang Bureau Group Co., Ltd., China Railway Xi'an Bureau Group Co., Ltd. The main drafters of this section. Yang Shuo, Cao Lili, Lian Wenbin, Chen Ziding, Zeng Yi, Zheng Duo, Yang Tao, Ma Zhijun, Hou Fei, Cheng Yonghong, Li Zhenqiang. The previous versions of the standards replaced by this section are. --- GB/T 25341.1-2010. Quality of railway passenger transport services Part 1. General

1 Scope

This part of GB/T 25341 specifies the basic requirements for railway passenger transport services, service management, service contracts, service processes, services The overall content of communication, service evaluation and improvement. This section applies to organizations and personnel who provide railway passenger transport services. For the requirements of packages transported with passenger trains, please refer to this Part Points.

2 Normative references

The following documents are essential for the application of this document. For dated references, only the dated version applies to this article Pieces. For undated references, the latest version (including all amendments) applies to this document. GB/T 13317-2010 Vocabulary for railway passenger transport GB/T 25341.2 Service quality of railway passenger transport. Part 2. Service process

3 terms and definitions

The terms and definitions defined in GB/T 13317-2010 and the following apply to this document. For ease of use, the following is repeated Certain terms and definitions in GB/T 13317-2010. 3.1 Focus traveler passengerwhoneedscare Old, young, sick, disabled, pregnant travelers. [GB/T 13317-2010, definition 2.1.1] 3.2 Railway passenger transport contract railwaypassengertransportcontract An agreement that clarifies the rights and obligations between railway transport companies and passengers. Note. Including train tickets and luggage tickets. 3.3 Qualityofrailwaypassengertransportservice Pros and cons of railway passenger transport services. [GB/T 13317-2010, definition 4.11] 3.4 Railway passenger station railwaypassengerstation Handling railway passenger transportation business, providing a place for railway passengers to board and land. Note 1. Generally composed of station square, station building and station yard. Note 2. Rewrite GB/T 13317-2010, definition 2.5. ...