CRH(高铁)服务指南翻译

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铁路客运服务英语车站篇(Project One-1)

铁路客运服务英语车站篇(Project One-1)
您得明天来这里购买10月18日的车票。
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Part 2 Skills Development
Sentence Patterns 14. Each adult can bring along one child with height less than 1.2 meters for free. 每个大人可以免费携带一名身高不超过1.2米的儿童。 15. Half price for more than one child or with height from 1.2 to 1.5 meters. 携带一名以上儿童或身高1.2米到1.5米的儿童需要购买半价票。 16. Children with height more than 1.5 meters have to buy fullprice tickets. 身高超过1.5米以上的儿童需要购买全价票。
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Part 2 Skills Development
Dialogue 1 A passenger wants to buy tickets at the railway ticket office.
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Part 2 Skills Development
Dialogue 1 A passenger wants to buy tickets at the railway ticket office.
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Part 1 Warming Up
Do you have some experiences of booking tickets? Can you share them with your classmates?
Booking Tickets
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Part 2 Skills Development

铁路客运服务英语车箱篇(Project Fourteen)

铁路客运服务英语车箱篇(Project Fourteen)
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Part 2 Skills Development
Dialogue 1 A lady needs to put stroller and change her baby’s diaper.
Passenger: Excuse me, my baby needs her diaper changed. Is diaper changing table
known to train staff. 如车上有医生/护士,请告知列车工作人员。 13. If there is anything I can do for you, please don’t hesitate to
tell me/ please let me know. 如果有需要的话,请您随时跟我说。
RAILWAY PASSENGER SERVICE ENGLISH
铁路客运服务英语
14 Project
Special Care Passenger Service
重点旅客服务
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Part 1 Warming Up
What kind of passengers are considered special care travellers in China?
down and hurt his leg. If you are a medical doctor, please contact any of our train staffs
immediately. Thank you.)
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Part 2 Skills Development
Dialogue 3 A senior passenger fell down onboard.
Passenger: Thanks.

铁路客运服务英语车站篇(Project Five)

铁路客运服务英语车站篇(Project Five)
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Part 2 Skills Development
Dialogue 3 The ticket gates for Train G8908 are closed. A passenger runs
to the gates in a hurry.
Gate Staff: Sorry, sir. Don't jump gates. To ensure safety, ticket gates for all trains leaving this station will close 3 minutes before departure. Passenger: What should I do now? Gate Staff: Don't worry, sir. Please rebook at the ticket office. Passenger: Where is the ticket office? Gate Staff: Go downstairs by escalator over there, please. It's on the first floor. Passenger: Thanks.
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Part 2 Skills Development
Dialogue 1 Mr. Smith does not know how to operate automated ticket
gates. He is asking a gate staff for some advice.
Mr. Smith: OK. If I hold a China Railway ExpressPay Card, how to pass through? Gate Staff: When using China Railway ExpressPay Card (or valid Chinese ID cards with a booked e-ticket), touch and hold your card at the designated “touch here” spot. When the gates open, take your card and pass through. Mr. Smith: And if my ticket is rejected, what should I do? Gate Staff: Don’t worry. Back out quickly from the ticket gates and see station staff. Mr. Smith: Thank you for your advice.

English for Railway Service

English for Railway Service

• • • • • • • • • • •
6. Sorry, my English is very poor, please speak more slowly. 7. Pardon? 8. I beg your pardon. Please say it once more. 9. Sorry to trouble you. 10. Sorry to have kept you waiting. 11. Sorry to be in your way. 12. Sorry, the supper is not ready. 13. Sorry, the water has not boiled yet. 14. I’m so sorry for what I’ve said. 15. I’ll try to make sure it doesn’t happen again.
• C.从 20——99 • 整数几十中除twenty,thirty, forty,fifty,eighty为 特殊形式外,sixty,seventy,ninety都是其个位数 形式后添加后缀-ty构成。 • 表示几十几时,在几十和个位基数词形式之间添加 连字符“-”,如: 21 twenty-one 76 seventysix • D.百位数 • 个数基数词形式加“hundred”,表示几百,在几 十几与百位间加上and. 101 a hundred and one • 320 three hundred and twenty 648 six hundred an d forty-eight
无票 Tickets unavailable
售票服务用语
Would you take others (tickets)? Would you like others? How about others? Please show me your...

高铁客运站之候车服务演示幻灯片

高铁客运站之候车服务演示幻灯片
month. Or you can give it up. 安检员:我们可以帮你保管。但是,你必须一个月内回来取。要不,你就放弃。 Passenger :I’ll give it up.旅客:那我放弃了。 Screeners: Thank you for your corporation. 安检员:谢谢您的合作。
ticket and valid Identification. 早上好/下午好/晚上好,先生/女士,请出示您的车票和有iting Service Sevice Expressions 服务用语
21.All the passengers .Form a line, please. Prepare your tickets , ID cards please.
machine.请您将随身行李放在X光检查器上。
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任务2 候车服务
Waiting Service Sevice Expressions 服务用语 5. Please set down your belongings and step
through the metal detector/security gate. 请您拿出随身物品,并通过金属探测器/安检门。 6. Please pass through the detector one by one. 请一个一个通过探测门。 7. Please come over for inspection 请过来接受检查。 8. Please stand up请站上来。
各位旅客,请按秩序排队,请准备好你的车票和身份证。 22.Sorry,there is something wrong with your ticket. Please
wait a moment. 不好意思,您的车票有点问题,请稍等一下。 23.The train for Hangzhou runs every two hours. 到杭州的火车每2小时一班。 24.Since your ticket is missing, you have to buy another one. 因为您的车票丢失了,所以您必须再买一张票。

高速铁路服务英语( 2 Ticket Service

高速铁路服务英语( 2  Ticket Service
Unit 2 Ticket Service
Part 1 Book the tickets
Ⅰ. Discussion
1. Do you have some experiences of booking tickets? If so, what’s the procedure? 2. How much do you know about booking tickets?
Suppose that you have taken the dangerous articles into the
station, what will happen?
good view.
Local express or express train? Is the price of express ticket different from that of local express train? Sorry, the tickets of that time have been sold out. Would you like
5. Just go through the No.8 ticket-barrier over there.
6. Have a good trip. 7. We’re supposed to check in… 8. The checking time on the ticket says… 9. Do we need to show our ID cards when checking in? 10. Are they going to frisk…
6. I’d like to…
7. How about… 8. There are… 9. Do you mind if… 10. Could I have your name and number, please?

高速铁路服务英语( 7 Emergency Treatment

高速铁路服务英语( 7  Emergency Treatment

It’s dangerous, for you and other passengers’ safety, please extinguish your cigarette. Excuse me, is this your luggage
Sir, I’m very sorry, but this is a regular security check. Please cooperate.
Situation2
Work in pairs. You are a conductor, and you found there was something wrong with the train, how do you inform the chief
conductor in time?
Part 3 Equipment failure
Ⅰ. Discussion
1. If there is a problem with your train and you must be late, what should you do? 2. If the conductor told you “The train has a serious difficult.” what should you do?
Ⅲ. Role-play
Situation 1
Work in pairs. You are a conductor, and you found there was something wrong with the train, how do you explain to the passengers?
Unit 7 Emergency Treatment
Part 1 Fire safety

高速铁路服务英语( 3 Station Service

高速铁路服务英语( 3  Station Service

How long does it take on foot?
which bus should I take to go to the downtown? I’d like to go to the shopping mall which is nearer. How can I get to there? So has the last train to Pi’xian West already gone? I just missed
3. Hearing the announcement that your train will be delayed for
half an hour, while you are in the waiting hall, what will you do?
Ⅱ. Passage
Sentence patterns:
Work in groups. Suppose you come across some friends in
the waiting hall, you are very excited and talk with them.
Part 2 Left luggage
Ⅰ. Discussion
1. When you are traveling, what kind of things will you take? 2. If you lost your luggage which is very important in the station, what should you do?
Sentence patterns:
1. How much time would we save if... 2. How much is the fare? 3. Go through the ticket wicket, and go straight on. It’s on the right hand side. 4. Pay attention to your departure time.

高速铁路服务英语( 1 Introduction

高速铁路服务英语( 1  Introduction
Y-Tourist Train
Part 4 Development of high-speed rail in China
The Chinese rail network serves all provinces, covering a
total length of 76,000 kilometers (45,600 miles).
EMU 动车组的英文简称(全称 Electric Multiple Units)
Romance car 试运行 SE=southeast standard gauge 标准轨距 Japan’s Tōkaidō Shinkansen 日本东海道新干线
Unit 1 Introduction
Part 1 History
Railways were the first form of mass transportation on land The world’s first contemporary high volume capable (initially 12 car maximum) “high-speed train” was Japan’s
As planned, China will build 42 high-speed passengersal length of 13,000 kilometers in the three
years to come.
Words and useful expressions:
Tōkaidō Shinkansen, which officially opened in October 1964,
with construction having begun in April 1959.

铁路客运英语 Part2 Train Service

铁路客运英语 Part2 Train Service

Conversations
Dialogue 2
P—Passenger CA—Car Attendant CA:Good morning,Madam.Is there anything I could do for you? 早上好,女士。有什么需要吗? P:Yes.Where could I wash my hands? 是的。请问哪里有洗手间? CA:There is a washroom at the end of the carriage. 洗手间在每节车厢的顶端。
Conversations
Words ﹠ Phrases
CRH train
高铁列车
train corridor 列车过道
browse the web on the train 在车上浏览网页
Conversations
Dialogue 1
P—Passenger CA—Car Attendant CA:Good evening,sir.This small table is a little dirty.May I tidy it up? 晚上好,先生。这张小桌子有点脏,我能把它整理一下吗? P:OK.Thank you. 好的,谢谢。
Conversations
CA:The tea table is in your armrest,and let me open it for you.
茶桌在侧扶手内,我来帮您打开。 P:Thank you very much. 非常感谢。 CA:My pleasure. 不用谢。
Conversations
CA:The flush button is on the wall.Please press it. 卫生间内冲水按钮在墙壁上,是按压式按钮。 P:Thank you. 谢谢。 CA:You are welcome. 不用谢

铁路客运服务英语车箱篇(Project Ten)

铁路客运服务英语车箱篇(Project Ten)
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Part 3 Listening Comprehension
Section A Try to choose the best answer from the four choices marked A), B), C) and D).
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Part 3 Listening Comprehension
13
Part 2 Skills Development
Dialogue 3 A child is running in the carriage.
Staff: Excuse me, don’t run in the carriage. It’s dangerous. OK? Boy: OK. Can I stand here? Staff: Please keep clear of the door. And don’t remain in the passageway between the carriages. Where are your parents now? Boy: Over there. Staff: Excuse me, Sir. Please do not l·eave your child unattended. Passenger: Sorry. He’s excited. This is his first time to travel by train. Staff: I see. The train is running very fast. Please keep an eye on him in order to avoid any accident. Passenger: Thank you for reminding me. Staff: You are welcome.

高铁英语课件

高铁英语课件

列车检票Boarding the Train1. 欢迎您乘坐本次列车。

Welcome aboard.2. 列车员:请您出示一下车票。

Crew: Your ticket, please.旅客:给你。

Passenger: Here it is.3. 列车员:请您上车。

Crew: please get on the train.4. 列车员:您好,您是几号车厢Crew: Hello, which carriage are you in, please旅客:1号车厢34号座位。

Passenger: Seat of Carriage 1.列车员:这边请,靠中间的位置。

Crew: This way, please. That seat in the middle.5. 旅客:这是几号车厢 Passenger: Which carriage is this, please列车员:这是5号车厢。

Crew: Carriage 5.6. 旅客:7号车厢怎么走 Passenger: Excuse me, how can I get to Carriage 7列车员:7号车厢,您往前走;走过两节车厢。

Crew: Please go ahead and pass the next two carriages.7. 旅客:你们这怎么也没车号呢Passenger: Excuse me, why are there no carriage numbers列车员:先生,车号在这个位置,液晶显示。

Crew: Sorry, Sir. The number is displayed here, on the screen.8. 旅客:你好,我视力不好,您帮我看看。

Passenger: Excuse me, I have bad eye sight. Could you please check it for me 列车员:哦,请拿好您的车票,您乘坐的是D31次,在站台对面。

高速铁路服务英语( 5 Dining Car Service

高速铁路服务英语( 5  Dining Car Service
7. Which flavor would you prefer? 8. Anything else I can do for you? 9. May you have a good dinner! 10. That’s our honor.
Ⅲ. Role-play
Situation 1 Work in pairs. If there is a fly in your dish, what should you do? Situation 2
Unit 5 Dining Car Service
Ⅰ. Discussion
1. How to take order for customer? 2. What do you like eating on the train?
Ⅱ. Dialogue
Good morning! Would you like to have breakfast? I’d like to have two fried bread sticks, a piece of cake and a bottle of soybean milk. Welcome to our dining car. How many persons, please? A table for 3, please.
you are!
Shall I bring some garlic and caraway? Waiter, we’ll take the check now. May I clear the table for you? Is everything to your satisfaction?
That’s our honor. One bill, or separate bills?

铁路客运英语 Part2 Train Service

铁路客运英语 Part2 Train Service

Conversations
CA:Not at all.Here is a plastic trash bag.You can put fruit peel,eggshells and sunflower seed shells into it.
不用客气。给您一只塑料垃圾袋,您可以把水果皮、蛋壳 和葵花籽壳倒在里面。
Unut 10 D i n i n g C a r S e r v i c e
Unut 11 T r a i n B r o a d c a s t i n g
Unut 12 G e t t i n g o f f t h e T r a i n
Unut 7
Passenger Train Type and Equipment
Conversations
Words ﹠ Phrases
CRH train
高铁列车
train corridor 列车过道
browse the web on the train 在车上浏览网页
P:I see.Where can I get hot water? 我明白了。请问哪里有热水? CA:Electric water heater is over there.Please follow me.Here it is. 电茶炉在那边,请您随我来,在这里。
Conversations
P:Thank you.By the way,how to use the electric water heater?
Conversations
这个车最高时速350千米/时。列车玻璃都是减速玻璃,所 以感觉速度不快。
P:Thank you. 谢谢。 CA:That's all right.If you need the real time information of the train,please pay attention to the electronic screens installed at both ends of the carriage.The timetable and speed of the train,travel and security tips are shown on screen.

高铁乘务员岗位服务流程

高铁乘务员岗位服务流程

高铁乘务员岗位服务流程(中英文实用版)英文文档:High-speed train attendants are responsible for providing excellent service to passengers throughout their journey.Their main duties include ensuring passenger safety, offering assistance, and maintaining a clean and comfortable environment.Here is an overview of the service process for high-speed train attendants:1.Greeting passengers: Attendants greet passengers with a smile and assist them with their luggage as they board the train.They also provide necessary information and answer any questions passengers may have.2.Seat allocation: Attendants assist passengers in finding their seats and ensuring they are comfortable.They also explain the safety features of the train and how to use them.3.Food and beverage service: Attendants offer a menu to passengers and take their orders.They then deliver the food and drinks to their seats, ensuring that passengers are satisfied with their choices.fort and safety checks: Attendants regularly check on passengers to ensure they are comfortable and safe.They provide additional blankets, pillows, or other amenities upon request.They also conduct safety checks, such as ensuring that all passengers have fastened their seat belts and that the train is in proper working order.5.Waste management: Attendants collect trash from passengers" seats and dispose of it properly.They also clean the train cars, including toilets and washrooms, to maintain a clean and hygienic environment.6.Arrival assistance: Attendants assist passengers as they disembark from the train, helping them with their luggage and ensuring they reach their destination safely.Throughout the journey, high-speed train attendants prioritize passenger satisfaction and safety.Their friendly and attentive service helps to create a pleasant and comfortable travel experience for all passengers.中文文档:高铁乘务员负责在整个旅途中为乘客提供优质服务。

高铁英语课件

高铁英语课件

列车检票Boarding the Train1. 欢迎您乘坐本次列车;Welcome aboard.2. 列车员:请您出示一下车票;Crew: Your ticket, please.旅客:给你;Passenger: Here it is.3. 列车员:请您上车;Crew: please get on the train.4. 列车员:您好,您是几号车厢Crew: Hello, which carriage are you in, please旅客:1号车厢34号座位;Passenger: Seat of Carriage 1.列车员:这边请,靠中间的位置;Crew: This way, please. That seat in the middle. 5. 旅客:这是几号车厢Passenger: Which carriage is this, please列车员:这是5号车厢;Crew: Carriage 5.6. 旅客:7号车厢怎么走Passenger: Excuse me, how can I get to Carriage 7列车员:7号车厢,您往前走;走过两节车厢;Crew: Please go ahead and pass the next two carriages.7. 旅客:你们这怎么也没车号呢Passenger: Excuse me, why are there no carriagenumbers列车员:先生,车号在这个位置,液晶显示;Crew: Sorry, Sir. The number is displayed here, on the screen.8. 旅客:你好,我视力不好,您帮我看看;Passenger: Excuse me, I have bad eye sight. Could you please check it for me 列车员:哦,请拿好您的车票,您乘坐的是D31次,在站台对面;Crew: Of course, please hold your ticket. Your train is D31, it’s on the other side of the platform.9. 旅客:哪里可以吸烟Passenger: Excuse me, where can I smoke列车员:站台上可以吸烟,请您不要走得太远;Crew: Sorry, you can only smoke on the platform. Please do not go too far away.10. 旅客:几点开车Passenger: Excuse me, when does the train leave列车员:13:50,请注意开车铃声;Crew: At 13:50. Please pay attention to the warning bell.11. 旅客:我可以到外面走走吗Passenger: May I go out for a walk列车员:当然可以,但注意不要误了车;Crew: Sure,but please don’t miss the train 12. 旅客:还有多长时间开车Passenger: Excuse me, how much time’s left before leaving列车员:还有3分钟,您抓紧时间上车吧;Crew: Three minutes. Please hurry up. 13. 旅客:列车员,你给看看这是几号座位Passenger: Excuse me, could you tell me what’s the number of my seat列车员:我帮您看下,您是特等座6号座位,您这边请,这是您的座位;Crew: Let me check for you. Your seat is . It’s a VIP seat. This way, please. This is your seat.14. 旅客:等会我,别关门;Passenger: Hold on, please. Please keep the door open.列车员:您好,这次列车时开往天津的C2021次,您看好车票,别坐错车;Crew: Hello. This train C2021 leaves for Tianjin. Please check your ticket and don’t take the wrong train.15. 旅客:我有卡,坐几号车Passenger: I have a fast pass. Which carriage should I take,please列车员:您是金卡还是普卡金卡座5号车厢的1—10号,普卡乘坐二等车6号车厢1—20号;Crew: Is it a Golden Card or an Ordinary Card If it is a Golden Card, you can take seat of carriage 5. If it is an Ordinary Card, you can take seat of carriage 6. 16. 列车员:您好,请您出示一下车票,这是到天津的C2045次列车,您是去天津的吗Crew: Hello, your ticket please. This is train C2045 leaving for Tianjin. Are you going to Tianjin旅客:对;4号车厢;Passenger: Yes. Carriage 4.17. 旅客:你好,这个座位在什么地方Passenger: Excuse me, where is this seat, please列车员:1车66号座位在本节车厢最前排,您一直往前走;Crew: Seat No. 66 of Carriage 1. It is at the end of this carriage. Please just go ahead.18. 列车员:先生,您的大件行李可以放在大件行李搁放处,也可以放在最后一排座椅后面,多谢配合;Crew: Excuse me, Sir. You could put your big luggage in the Left Luggage orbehind the last row of seats. Thank you for your cooperation.旅客:没问题;Passenger: No problem, thanks.19.列车员:您好,您带的物品较大,请您将放在这边大件存放处,好吗Crew: Excuse me, your luggage is too big. Could you please put it in the Left Luggage旅客:好的,我正愁没处放呢;Passenger: OK. I’m just wondering where I should put it.20. 旅客:我的老母亲乘车,能帮我照顾一下吗Passenger: My old mother is traveling on your train. Could you look after her for me, please列车员:没问题,您放心;我一定会照顾好她的;Crew: No problem. I’ll take care of her. Don’t worry.21. 旅客:天津到北京有多少公里时速多少Passenger: Excuse me, how long is the distance between Tianjin and Beijing What’s the traveling speed列车员:有120公里,一般开到330km/h左右;Crew: 120km. We generally run at 330km/h.22. 旅客:矿泉水在哪Passenger: Excuse me, where is the mineral water列车员:在座椅第一排前面的水架子上面;Crew: On the water dispenser in front of the first row.23. 旅客:矿泉水是可以随便喝吗Passenger: Could I take as many bottles as I want列车员:不好意思,不是的,每人只限一瓶;Crew: Sorry, no, one bottle for each person.24. 旅客:这个座椅能转过来吗Passenger: Could I turn the chair around列车员:可以,不过车是朝这个方向开;Crew: Yes. But we are heading for this direction.25. 旅客:列车员,几点到北京Passenger: Excuse me, could you tell me when we are to arrive in Beijing列车员:女士,本趟列车6:25开车,6:55到达;Crew: Madam, we leave at 6:25 and arrive at 6:55.26 旅客:卫生间怎么走Passenger: Excuse me, where is the toilet列车员:1车与2车连接处有;Crew: There is one between Carriage 1 and carriage 2.27. 旅客:请问我的座位在哪里Passenger: Excuse me, where is my seat列车员:哦,女士,您购买的是特等座位,在这边;我在VIP门口立岗,有需要随时为您服务;Crew: Madam, yours is VIP seat. Fellow me, please. I’ll be st anding by the door of theVIP section. Please tell me if you need any help.28. 旅客:9号座位在哪Passenger: Excuse me, where is seat列车员:您走到双人坐席最后一排就是;Crew: Please just go to the last row of the double seats.29. 旅客:这边是什么车Passenger: Excuse me, what’s this carriage列车员:您好,这边是特等车,售价99元;Crew: This is the VIP section. The ticket costs 99 YUAN. pay, spend, cost的区别30. 旅客:这票好买吗Passenger: Is it difficult to buy the ticket列车员:VIP就8张票,座位较少,如果您需要可以到车站买票;Crew: There are only 8 VIP tickets. You can buy it in the station.31. 旅客:我这有残疾人,坐哪儿比较方便Passenger: Excuse me, here is a disabled passenger. Where should he sit for his convenience列车员:您可以在第一排座位,我们帮您协调;Crew: Please take the first row, we’ll help you.32. 旅客:轮椅放哪Passenger: Where could I put the wheelchair列车员:您踩好轮椅脚闸,放在大件存放处.Crew: Please put it at the Left Luggage and make sure it won’t move.33. 列车员:到站后,您需要我与站方联系,为您提供什么帮助吗Crew: When we reach the station, would you need any help from the station旅客:好呀;Passenger: Yes, thanks.列车员:到站后,您随我来,我帮助您乘坐直梯出站;Crew: When we reach the station, please follow me. I’ll take you to the lift.34. 列车员:您好,您是去北京吗列车快开了,请您抓紧时间上车.Crew: Hello. Are you going to Beijing The train is leaving. Please get on the train ASAP.旅客:我是下趟车,想提前坐可以吗Passenger: I’m supposed to take the next train. My ticket is for the next train.But may I take this one instead列车员:列车不保证您有座位,开车后,我帮您协调,如果有座位,我帮您安排;Crew: Yes, but we couldn’t guarantee you any seat. I’ll help you find one if there is.35. 旅客:请问北京南站有地铁吗Passenger: Are there any subways in Beijing South Station列车员:抱歉南站地铁还没有开通,您可乘坐其他交通工具;Crew: Sorry, there isn’t. But you can take other traffic means.36. 列车员:您好,老太太,您行动不便,就近乘坐吧,我来帮您安排;Crew: Excuse me, madam. If it is inconvenient for you, I can arrange a nearby seat for y ou.旅客:太感谢了Passenger: Thanks a lot37.旅客:你愿意和我们照张相吗Passenger: Do you mind if you take a photo with us列车员:没问题;Crew: No problem.列车员:对不起,我正在工作;Crew: Sorry, but I’m on duty.38. 旅客:帮我们拍张照片好吗Passenger: Would you mind taking a picture for us列车员:乐意效劳;Crew: With pleasure.39. 旅客:你们穿着红色制服真漂亮Passenger: You are so beautiful in the red uniform列车员:多谢夸奖;Crew: Thank you列车运行中Train in Motion40. 列车员:各位贵宾大家好,欢迎您乘坐特等车,很荣幸为您服务,这是列车专门为VIP贵宾提供的王老吉,请您慢用;Crew: De ar passengers, welcome to our VIP carriage. It’s my great pleasure to be atyour service. Here is Wanglaoji provided by our train to the VIP. Please help yourself.41. 列车员:打搅一下,请您出示车票,谢谢;Crew:Excuse me. Please show me your ticket, thank you.42. 旅客:车往哪边开Passenger: In which direction does the train run列车员:车往那边开;Crew: It is heading for that direction.43. 列车员:打扰一下,我帮您打开小桌好Crew: Excuse me, would you like me to open the table for you旅客:好的,谢谢;Passenger: OK, thank you.44. 列车员:打扰一下,我帮您清理一下小桌;Crew: Excuse me, please let me clean up the table for you.45 列车员:打扰一下,我帮您整理一下行李;Crew: Excuse me, please let me arrange the luggage for you.旅客:我来吧;Passenger: I’m fine, thank you.列车员:非常感谢您,先生;Crew: Thank you so much, Sir.46. 列车员:对不起打扰一下,请问这箱子是哪位的Crew: Sorry for interrupting, whose suitcase is this旅客:我的,怎么了Passenger: Excuse me, is there anything wrong with it列车员:我想如果能把您的箱子放到行李架上就更好了;Crew: Sorry, it would be better if you could put your suitcase on the rack.47. 列车员:打扰一下,您可以帮我把书包带放上去吗Crew: Excuse me, could you help me put the bag strap up on the shelf旅客:没问题;Passenger: No problem.48. 列车员:打扰一下,您这行李太大了,可以放到最后一排空挡处或大件行李存放处吗Crew: Excuse me, your luggage is too big. Could you please put it in the vacant place in the last row or in the Left Luggage旅客:好的;Passenger: OK.列车员:谢谢您的配合先生,我来帮您;Crew: Thanks for your cooperation, Sir. Let me help you. .49. 旅客:为什么不让我把东西放在行李架上Passenger: Excuse me, why couldn’t I put my luggage on the shelf列车员:因为您的行李过大,车速过快,容易造成危险,为了您和周围旅客的安全,请您配合我们的工作;Crew: Because your luggage is too big and the train is running very fast. So for your own safety and that of the passengers around you, please cooperate with us.50. 列车员:打扰您一下,您这包可以横过来吗,竖着放不安全,我帮你整理一下;Crew: Excuse me, could you please put your bag in the horizontal direction It is not safe to put it in the vertical direction. Let me help you.51.列车员:打扰一下,这个小推车是哪位的Crew: Excuse me, whose small cart is this旅客:我的;怎么了Passenger: Excuse me, is there anything wrong with it列车员:这是铁质的,不能放在行李架上,谢谢;Crew: It’s made by iron. That’s why it should not be put on the shelf. Thank you. 52. 旅客:请你帮我把灯光开亮一点;Passenger: Please help me turn up the light.列车员:好的,请您稍等;Crew: OK, just a second.53. 列车员:您觉得照眼吗,我帮您把窗帘拉下来Crew: Would you think it is too bright here How about I close the window curtains for y ou旅客:好,谢谢;Passenger: That’s good, thank you.54. 旅客:太凉了,能弄暖和点吗容易感冒啊;Passenger: Excuse me, it’s cold. Could you please turn up the air-conditioner I don’t want to get a cold.列车员:好的,我马上与机械师联系;Crew: OK, I will talk to the machinist immediately.55. 列车员:您现在觉得怎么样,温度合适吗Crew: How about now Is the temperature OK/fine with you旅客:好多了;谢谢;Passenger: It’s much better. Thank you.56. 旅客:对不起,能不能给调一个靠窗的顺向座位Passenger: Excuse me, could I have a window seat and face forward列车员:先生,我给您找到了一个靠窗的座位,是那头的56号;Crew: Sir, I’ve found you a seat by the window and it is No. 56 that way.57. 旅客:列车员,现在是不发水了吗Passenger: Excuse me, are you going to distribute water or not列车员:对,现在旅客自取水,如果您不方便,我可以帮您送到座位;Crew: Now the passengers may pick up water by themselves. But if it is not convenient for you, I can bring one to your seat.58. 旅客:服务员,帮我拿瓶水好吗Passenger: Excuse me, could you please bring me a bottle of water列车员:好的,请问您几位请稍等;Crew: OK, how many people do you have Please wait for a moment.59. 旅客:哪里有热水Passenger: Excuse me, where could I get hot water列车员:电茶炉在那边,请您随我来,您请Crew: Electric water heater is over there. Please follow me. Here it is.60. 旅客:这个电茶炉怎么用Passenger: How to use the electric water heater列车员:您按一下这个红色按钮就出水了,水烫,您小心一点;Crew: Just press the red button and here comes the water. The water is hot, please be careful.61. 列车员:接热水时请不要过满,以防烫伤;Crew: Please do not fill your cup too full. Otherwise, you may get scalded.旅客:知道,谢谢;Passenger: I get it, thank you.62. 旅客:请问盥洗室在哪里Passenger: Excuse me, where could I find the washroom列车员:请随我来;Crew: Please follow me.63. 旅客:全列就这一个是无障碍卫生间吗Passenger: Is this the only one accessible toilet in the train列车员:对,全列就5车厢这一个Crew: Yes, there is only one in Carriage 5.64. 列车员:您好,您有什么需要帮助的吗Crew: Hello, what could I do for you旅客:请问卫生间怎么走Passenger: How could I get to the toilet列车员:您往前走,在车厢另一端;Crew: Please keep going ahead. Then you can see it at the other end of thecarriage.65. 列车员:您好,您有什么需要吗Crew: Hello, is there anything I could do for you旅客:我要用卫生间;Passenger: I need to use the toilet.列车员:卫生间里有人,请您稍等;Crew: It’s occupied. Please wait.66. 旅客:这个厕所怎么进去Passenger: How could I get into the toilet列车员:先按绿色按钮,厕所门就开了;进去后先按绿色按钮关闭,再按红色按钮锁闭;Crew: Please press the green button first, and then the toilet door is open. After getting in the toilet, press the green button to close the door, and press the red button to lock it.67. 旅客:请问,在哪边能洗手Passenger: Excuse me, where could I wash my hands列车员:在洗面间,走过风挡就到了;Crew: In the washroom, pass the vestibule, and you will see it.68. 旅客:请问哪里可以吸烟Passenger: Excuse me, where could I smoke列车员:抱歉车内禁止吸烟,谢谢Crew: I’m sorry. It’s a no smoking train. T hank you for your cooperation.69. 旅客:列车员卫生间能吸烟吗Passenger: Could I smoke in the toilet列车员:抱歉先生,这车是全列禁烟,卫生间也不能吸烟,感谢您的配合Crew: I’m sorry, Sir. It’s a no smoking train. So you are not allowed to smoke in the toilet. Thank you for your cooperation.70. 旅客:垃圾箱在哪里Passenger: Excuse me, where’s the dustbin列车员:在这边;Crew: It’s over here.71. 旅客:请问哪个方向可以到服务台Passenger: Excuse me, where is the information counter列车员:先生,这个方向;Crew: This way, Sir.72. 旅客:小姐,你们这有充电的地方吗Passenger: Ms, where could I charge in the train列车员:这节车厢两端墙壁上有充电插座Crew: There is one outlet on the wall of both ends of this carriage.73. 旅客:怎么才能把座椅调舒服些Passenger: Excuse me, how could I make the seat more comfortable列车员:按住扶手侧面上的白色按钮,向后倚,就可以了;Crew: Please press the button on the armrest and lean against the seat at the same time.That will do.74. 旅客:这个车好快呀,最高时速达到多少Passenger: The train is running so fast. What’s the highest speed列车员:是的,这个车最高时速350km/ h 呢;列车玻璃都是减速玻璃,所以您也不会有晕的感觉;Crew: Yes, the train runs 350km/h at the highest speed. The window is made of decelerating glass, so you wouldn’t feel dizzy.75. 旅客:列车现在的速度是多少Passenger: What’s the speed of the train now列车员:列车时速会在电子屏幕上显示,看那里;Crew: Please look at the electronic screen there, where the speed of the train is shown.76. 旅客:请问,咱们城际列车,从北京到天津最晚的车是几点Passenger: Excuse me, when does the last intercity train leave from Beijing to Tianjin e veryday列车员:由北京-天津的最晚列车是23:00整;Crew: It’s at 23:00 sharp.77. 旅客:咱们这趟车去塘沽吗Passenger: Does the train go to Tanggu列车员:咱们这趟车不到,有的车次是到塘沽站的;Crew: No, not this train. But some trains do.78. 旅客:到塘沽站的车次,天津有停站吗Passenger: Does the train going to Tanggu stop at Tianjin列车员:有停站;Crew: Yes.79. 旅客:停车多长时间Passenger: How long does the train stop列车员:停车2分钟Crew: Two minutes.80. 旅客:列车全程多少公里Passenger: How long is the whole trip列车员:全程运行120公里;Crew: 120km.81. 旅客:从北京到塘沽多长时间Passenger: How long does it take from Beijing to Tanggu列车员:五十四分钟;Crew: Fifty four minutes.82. 旅客:一天有几趟去塘沽的Passenger: How many trains stop at Tanggu every day列车员:一天有5趟;Crew: Five trains.83. 旅客:等一下,列车员,最早和最晚的车是几点Passenger: Please wait for a moment. What time do the first and the last trains leave each day列车员:天津最早6:25,最晚22:45;北京南最早6:35, 最晚23:00;Crew: The first train leaves at 6:25 and the last train leaves at 22:45 from Tianjin. From Beijing South Station, the first train leaves at 6:35 and the last train leaves at23:00.84. 旅客:一天总共有多少趟京津城际列车Passenger: How many Beijing-Tianjin CRH trains are operated in one day列车员:一天共59对,共118趟;Crew: There are 59 pairs, altogether 118 journeys.85. 旅客:还有多长时间到站Passenger: How much time is left before arriving at the station列车员:再有5分钟就到站了Crew: 5 more minutes.旅客:到达北京南站的时间是Passenger: When will we arrive at Beijing South Station列车员:11点10分;Crew: At 11:10.86. 旅客:咱们车是一站直达吗Passenger: Is this a non-stop train列车员:是直达的,中间不停;Crew: Yes, it is non-stop.87. 旅客:当天买车票可以买到吗Passenger: Could we get the ticket on the day we intend/want to leave列车员:除了节假日不太好买,平时都可以;Crew: Yes. But not on holidays.88. 旅客:请问在哪里可以买到车票Passenger: Where could I buy the ticket列车员:您可以在售票大厅、自动售票机买票,或者通过票务中心订票;Crew: You can buy the tickets from the ticket hall, ticket dispensers, or from ticket booking centers.89. 旅客:上车补票可以吗Passenger: Could I buy ticket after I get on the train列车员:可以;Crew: Yes.90. 旅客:为什么要比车站贵呢Passenger: But why is the ticket more expensive than the ones bought in the station列车员:因为车上补票需要加1元手续费;Crew: Because 1 YUAN commission fee is charged.91. 列车员:您好女士,请问这是与您一起的小朋友吗Crew: Hello, Madam, is this child with you旅客:是的,这是我女儿;Passenger: Yes, she’s my daughter.92. 列车员:请问她有多高了,如果身高在米—米之间,需要补小孩票;Crew: Could you please tell me her height If it is between and , youwould have to buy her a child ticket.旅客:她有米高了,补一张;Passenger: She’s m high. OK, I’ll take one child ticket.93 列车员:请到这里量一下身高, 感谢您的配合;Crew: Please measure the height of your child. Thanks for your cooperation.94. 列车员:您的孩子超过米,请补一张全价票;Crew: Your child is over tall. Please buy a full fare ticket.95.列车员:这是您的钱和票,请收好;Crew: Please take your money and ticket. Thank you.旅客:不客气;Passenger: You are welcome.96. 旅客:学生票打折吗Passenger: Do you have discount for students列车员:寒暑假期间,学生票折;其余正价;Crew member: 25% 25 percent off for students during winter and summer vacations. There is no discount during other times. Sorry.97. 列车员:先生,您的行李超重,请您按规定补费;Crew: Excuse me, Sir, your luggage is overweight. I am afraid you would have to pay for the extra weight according to the rules.98. 旅客:我想换成一等座位,可以么Passenger: Excuse me, Could I change to a First Class seat列车员:请支付差额票价11元,手续费1元,共12元;Crew: Yes, but you need to pay 11 YUAN for the extra fee and 1 YUAN for commission fee, altogether 12 YUAN.99. 旅客:列车长,我要补张票Passenger: Excuse me, I would like to buy a ticket.列车长:您去哪儿几等车厢Chief: Where are you going, sir Which class旅客:我去塘沽,一等车厢;I'm going to Tanggu in the First Class Carriage.列车长:好的;收您100元,这是您的车票和找您的钱,您收好OK. Here are 100 YUAN. Here’s your ticket and the change.100. 旅客:一等在哪了Passenger: Where are the First Class seats列车员:一等在5号车厢;Crew: It is in Carriage 5.101 旅客:一等多少钱Passenger: How much does a First Class ticket cost列车员:69元一位,一共五十个座位;Crew: 69 YUAN. There are 50 seats altogether.102. 旅客:二等呢Passenger: How about theprice of a Second Class ticket列车员:58元一位Crew: 58YUAN.103. 旅客:VIP车厢多少钱一位呢Passenger: How much is it for a VIP ticket列车员:99元一位.Crew: 99YUAN.104. 旅客:特等比一等的好在哪Passenger: How is a VIP seat better than a First Class seat列车长:这边更安静,环境更舒适,并且有专人服务,而且您还可以看到驾驶室;Crew: It is quieter and more comfortable, and offers a personal service. Besides, you can look into the driver’s cabin.105 旅客:一等和二等车有什么区别Passenger: W hat’s the difference between the First and Second Class seats列车长:一等比二等空间大、座椅舒适、配备影视播放系统;Crew: A First Class seat has more space and is more comfortable. Besides, it is equipped with a video player.106. 旅客:这边是什么车厢Passenger: What’s this carriage over here列车员:这边是头部VIP,是不对外售票的;Crew: This is the VIP section in the front of the train. And the seats are not for passengers .107. 旅客:我能进去看看吗Passenger: May I get in and have a look列车员:对不起,为了不影响司机开车,保证安全,请您不要照相,也不能参观,谢谢配合;Crew: I’ m sorry. For safety reasons, passengers are not allowed to take pictures or look around. Otherwise, they might distract the driver’s attention.108 旅客:这是列车尾部了,为什么不卖我司机那头的票呢Passenger: This is the end of the train. Why didn’t you sell me the t icket at the driver’s end列车员:为了司机的安全,更为了旅客的安全考虑;Crew: It’s for the driver’s safety, but more for the passengers’ safety.109. 列车员:您好,您有什么需要吗Crew: Hello, what could I do for you旅客:没有,我随便看看;Passenger: Nothing, I just want to look around.列车员:车速较快,请您注意安全;Crew: The train is running very fast. So please be careful.110. 列车员:您好先生,请您不要倚靠车门,注意安全;Crew: Excuse me, Sir. For safety reasons, please don’t lean on the door. Thank you.111. 列车员:小朋友,别跑,你妈妈在哪让我带你去找妈妈;Crew: Hello, little boy / girl, where is your mom Let’s find her.列车员:您好,车速过快,请您看管好小朋友,注意安全;Crew: Hello, the train is running very fast. Please take good care of your child and be careful.112. 旅客:这车上有卖饭的吗Passenger: Excuse me, do you sell food on the train列车员:餐吧区在4车,售卖主要以蛋糕、饮料为主,因为运行的时间短,没有餐饭;Crew: Carriage 4 is the dining car. It mainly sells cake and drinks. We don’t offer mealsbecause our trip is very short.113. 旅客:我找不到我的朋友了,怎么办Passenger: Excuse me, I can not find my friend. What am I going to do列车长:我可以帮您广播找人,请在纸上写下您朋友的国籍、姓名、您的名字以及您的车厢;Crew: Please don’t worry. I can help you find you friend by broadcasting an announcement. Please write down the nationality, name of your friend, your own name and your carriage.114. 列车长:旅客朋友们,现在广播找人;XX女士/先生,听到广播后请到5号车厢, 有人在此等候;Crew: Dear passengers, now we are looking for someone. Ms./Mr. XXX, could you please come to Carriage 5. Someone is waiting for you here.198. 旅客:天津下车,几号车离出站口最近,我急着赶时间;Passenger: Excuse me, which carriage is the closest to the exit when I get to Tianjin I’m in a hurry.列车员:5、6号连接处车门,您往前走;Crew: Please go to the door between Carriages 5 and 6. Please go ahead.115. 旅客:去天津西站怎么走Passenger: Excuse me, how could I get to Tianjin West Station列车员:出站坐24路就行;Crew: Take bus No. 24 when you get out of the station.116. 旅客:乘务员,我要去南4出站口怎么走我东西特多;Passenger: Excuse me, how could I get to the South Exit 4 I have too many luggage.列车员:您需要下地道左转,就是南4出口了,您可以乘坐自动扶梯就相对轻松了;Crew: Please go to the underground and turn to left you will see South Exit 4, where you can easily take the elevator to get out of the station.117. 旅客:乘务员,哪能买到天津的特产Passenger: Excuse me, where could I buy Tianjin specialties列车员:您去食品街那看看,有好多特色小吃;Crew: You could try the Food Street. There are many special snacks there.118. 旅客:去食品街怎么走Passenger: How could I get to the Food Street列车员:出站坐24路公交,或者打的去也不远;Crew: Please take bus No. 24 or take a taxi. It is not far from here.119. 旅客:从哪出站Passenger: Where could I get out of the station列车员:出站请您往前走,下地道后就可以出站了;Crew: Please go ahead. You’ll see the exit when you reach the underground. 120. 旅客:请问到达后怎样打车我要去机场;Passenger: Excuse me, I need to get to the airport. Where could I take a taxi after I arrive at the station列车员:先生,您出站后注意引导标识,就可以到出租车停靠地点;Crew: Sir, please pay attention to the direction signs, which will lead you to the taxi station/ waiting zone .121. 旅客:你知道去机场最近的路线吗Passenger: Do you know the shortest route to the airport列车员:您可以打车到东直门,然后坐机场专线;Crew: You can/could take a taxi to Dongzhimen and then take the special lines to the airport.122. 旅客:你好,我的家人腿脚不方便,你可以告诉我哪里出站最近吗Passenger: Hello, my family members can not walk too much. Could you please tell me the closest exit列车员:先生,一会到站,您在这节车厢外等我一会,我带您乘无障碍电梯;Crew: Sir, please wait for me outside this carriage after we get to the station. I’ll take you to the accessible lift.123. 旅客:我们有位残疾人,能帮我们联系轮椅吗Passenger: We have a disabled person with us. Could you please get us a wheelchair列车长:好的没问题,把轮椅拿到站台上等您;Chief: No problem. The wheelchair will be waiting for you on the platform.124. 列车长:请问您将在北京呆多久Chief: Excuse me, how long will you stay in Beijing旅客:一个星期左右;Passenger: About one week.125. 旅客:下车后怎样才能尽快到达国贸Passenger: Excuse me, how could I get to the International Trade Center as soon as possible列车长:现在是高峰时段,您最好先坐出租到地铁复兴门站,然后再换乘地铁;Chief: It is the r ush hour now. You’d better take a taxi to the Fuxingmen station and thentake the subway.126. 旅客:小姐,我的车票落在检票机那里了,没有拿没问题吧Passenger: Ms., my ticket is left in the checking machine. Is it OK if I don’t have it 列车员:先生,没有车票是出不了站的;Crew: Sir, I’m afraid you could not get out of the station without a ticket.127. 旅客:那你帮我证明一下吧,让我出站就行;Passenger: Could you then prove it for me to get out of the station列车员:不好意思,我无法为您开具证明;Crew: I’m sorry. I’m afraid I could not prove that.128. 旅客:那你能帮我找一下吗我想我的车票可能被后面进站的旅客拿走;Passenger: Could you please help me find it I think my ticket might have been taken by the person behind me.列车员:先生我用广播帮您找一下,如果有结果我会及时通知您的;Chief: Sir, I’ll broadcast an announcement for you searching for the ticket. I will inform you as soon as there is any news.旅客:太感谢了;Passenger: Thank you so much.129. 旅客:列车长在哪里Passenger: Excuse me, where is the Crew Chief列车长:很抱歉让您久等了;Chief: I’m sorry to keep you waiting.130. 旅客:你们的服务太周到了,一件小礼物送给你;Passenger: Your service is very thoughtful and satisfactory. Here’s a gift for you.列车长:谢谢您的夸奖,这是我们的工作;但是我们的纪律不允许接受旅客的礼物;您的好意我心领了;谢谢;Chief: Thank you for your compliment. We are just doing our job. But it is our rule that we do not accept gifts from passengers. But thanks all the same.131. 列车长:旅客朋友们,现在是临时停车;由于前方无运行信号,列车不能继续运行;因此给您带来了不便,请您见谅;Chief: Dear passengers, it’s a temporary stop. The train can’ t move on for the with thesignal system problem. We are very sorry for any inconvenience.132. 列车长:对不起,晚点原因现在还不清楚,有消息我会通知大家,请原谅Chief: We are very sorry that we do not know the reason for the delay. We’ll inform you if there is any news. We are very sorry.133. 列车长:先生,非常感谢您给我们提出的宝贵意见,我会向我们的上级反馈;希望您能经常乘坐我们列车,帮助我们完善工作中的不足,谢谢Chief: Sir, thank you for your valuable suggestions. We will report to our supervisor.We hope you will frequently take our train and help us improve our service. Thanks. 134. 列车长:领导您好欢迎您乘车{检查指导工作};我是本列车的列车长;请您随我来,慢一点,注意安全,您请坐;Chief: Good morning/afternoon, Sir Welcome to our train. I’m the crew chief of this train. Please follow me. Mind your steps, please. Take a seat, please.135. 列车长:领导您好,我帮您把小桌打开,这是列车为您准备的茶水和咖啡,请您慢用;Chief: Good morning/afternoon, Sir Let me open the small table for you. The tea and coffee are prepared for you. Please enjoy yourself.136. 列车长:领导您好,列车马上就要到站了,很高兴为您提供服务,欢迎您再次乘坐我们列车;Chief: Good morning/afternoon, Sir We’re arriving at the station. It’s my great pleasure to serve you and welcome to our train again.137. 列车长:领导您好,感谢您一路上对我们工作的支持,欢迎您再次乘车;Chief: Good morning/afternoon, Sir Thank you for your guidance during the trip. See you next time.138. 列车长:非常感谢您为我们工作提出宝贵意见,您的意见对我们的工作有很大的帮助,希望在您下次乘坐我们列车时,能看到我们更好的工作表现;Chief: Thank you very much for your valuable / precious suggestions. Your suggestions are very helpful to our work. I hope you will enjoy a better service from us when you take the train next time.安全提示及设备设施介绍Security Suggestions and Equipment Introduction1. 危险品禁止带上车;Dangerous articles are forbidden to be taken to the train.2. 请您注意脚下安全;。

高铁服务用语

高铁服务用语

一、服务用语
您好,欢迎您乘坐本次列车。

您里面请。

上午好,欢迎您乘坐本次列车。

您里面请。

中午好,欢迎您乘坐本次列车。

您里面请。

晚上好,欢迎您乘坐本次列车。

您里面请。

您好,请出示您的车票。

谢谢。

请收好您的车票。

请您随我来。

先生,这是您的座位您请坐。

请稍候!
先生,您的绿茶,小心烫!我可以为您做点什么吗?谢谢!
先生您好,洗手间在本车厢的前端左手边。

不客气,祝您旅途愉快!
先生您好,本次列车将在15点15分到达北京南站。

感谢您乘坐本次列车。

欢迎您再次乘坐本次列车!再见!
感谢您乘坐本次列车!再见!
二、常用广播
请乘坐()列车的旅客上车了。

请乘坐()列车的旅客上车了。

列车前方到站是()请到()下车的旅客带好随身行李准备下车了。

前方到站是本次列车的终点站(),请所有旅客带好自己的随身行李准备下车了。

CRH车站服务标准11-02

CRH车站服务标准11-02

CRH车站服务标准目录前言 (1)1 范围 (1)2 规范引用文件 (1)3 总则 (1)4 CRH车站各岗位客运工作人员职责 (2)4.1概述 (2)4.2客运值班员工作职责 (2)4.3 客运员工作职责 (2)5 作业流程 (3)5.1 班前准备 (3)5.2 候车作业 (4)5.3 站台作业 (5)5.4 出站 (7)5.5 班后交接 (7)前言为打造铁路CRH品牌,提高CRH车站旅客运输服务质量,满足旅需求。

依据铁道部《铁路旅客运输服务质量标准》(TB/T2967.1-2002),结合CRH车站服务作业的实际情况,特制定《CRH车站服务标准》。

本标准由铁道部客运专线知识产权管理处提出编写并负责解释。

本标准主要起草人:本标准道次发布。

1 范围本标准规定了CRH车站旅客运输服务质量要求。

本标准适用于CRH列车办理车站的客运服务等各项相关作业。

2 规范引用文件下列文件中的条款通过本标准的引用成为本标准中的条款。

凡是注日期的文件,其随后的所有修改单(不包括勘误的内容)或修订版均不适用于本标准,凡是不注日期的引用文件,其最新版本适用于本标准。

TB/T 2967.1-2002 《铁路旅客服务质量标准》铁道部《铁路旅客运输规程》铁道部《铁路旅客运输管理规程》铁道部《铁路旅客运输办理细则》《中国铁路高速旅客运输管理办法》3 总则CRH列车是为了适应市场需求,满足旅客出行需要而推出的全新产品。

CRH列车的服务理念是“以人为本、旅客至上”,采用现代企业管理方法,全面提升列车服务质量,树立CRH 列车安全、快速、便捷、优质的品牌形象。

4 CRH车站各岗位客运工作人员职责4.1概述4.1.1 CRH车站客运工作人员是指在CRH专用候车室、专用进出站通道、专用站台为旅客提供服务、保障安全乘车的客运值班员及客运员。

4.1.2 客运工作人员职责是指对乘座CRH列车旅客的进站、候车、乘降、出站等安全、服务所承担的责任。

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ቤተ መጻሕፍቲ ባይዱ
• 2. It’s prohibited to carry the following dangerous alarms: flammable and combustible materials, corrosive and explosive goods, poisonous and radioactive substances and controlled knives. Hazardous articles are not allowed to be carried with consigned luggage.
• 5. In case of emergency, use the emergency hammer to break the eacape window after the train comes to a stop.
• 6. The most important thing when travelling is safety. It is our common wish to ensure a safe trip. • Passengers out to take care of themselves during the trip. Please mind your step when passing the car door. Please do not put your hands besides the door gap and the joint of the coach, or your finggers might be squeezed. When pouring hot water, do not add too much water. Be careful with the paper cups and plastic cups. Don’t let kids pour hot water on their own in case they might be burnt.
• 3. For your safety, please keep clear of the door. Do not push or press safety equipment such as the emergency stop button and emergency braking button. • 4. In case of emergncy, please allow the train attendants’ instructions. Do not push to grab luggage. If the train attendants are not available, please inform the train staff immediately.

3.旅客须按票面标明的日期、车次、座别、 铺别乘车。如不能按时乘车,须在开车前 办理退票或一次改签手续。因特殊情况经 站长同意可以在开车后两小时内在购票站 或票面乘车站办理始发改签手续,但因此 改签后的车票不退。

4. 旅客购买实名制车票丢失时,在票面发 站停止检票时间20分钟2前,提供购买时 所使用的有效身份证件原件、原车票乘车 日期和购票地车站名称,到车站售票窗口 办理挂失补办手续。旅客持挂失补办的新 车票乘车时,应向列车工作人员声明,并 要求列车长开具客运记录。在到站后24小 时内,凭客运记录、新车票和购票时所使 用的有效身份证件原件,至退票窗口办理 新车票退票手续。


7. 在列车运行途中 ,一旦突发险情,旅 客不要惊慌,听从工作人员的指挥。 列车在每节车厢都配备了灭火器。如 果是初起火情,可用水或灭火器扑救;如 果是较大火灾或爆炸,应立即停车,在列 车停稳后根据工作人员的引导有秩序的撤 离;千万不要在列车运行中盲目跳车,以 免发生不必要的伤亡。
• 7. If an emergency happens during the trip, the passengers shall not panic. Please follow the instructions of the staff on the train. • Every coach is equipped with fire extinguisher. If a fire accident happens, use water or the extingusher to put out the fire, however, if a fire hazard or explosion happens, the train must be stopped immediately. The staff will immediately start up the evacuation when the train is stablized. Please do not jump off the train while th train is still in motion so as to avoid any unnecessary hurt or death.
• •
CRH铁路旅客旅行须知 Travel Notice


1. 动车组列车全部实行实名制购票乘车, 旅客乘车前须凭乘车人有效身份证件原件 或复印件购买车票,乘车时须凭购票时使 用的本人有效身份证件原件乘车。 2.随同成人旅行身高1.2-1.5米的儿童可购 买儿童票,超过1.5米时应购买全价票。 每一成人旅客可免费携带一名身高不足 1.2米的儿童,超过一名时,超过的人数 应买儿童票。寒暑假期间学生每年可购买 学校与家庭所在地间动车组二等座学生票 四次。
• 1. Smoking is entirely forbidden on EMU traines. Smoke alarms are installed on EMU trains. When any one smoke on EMU trains, smoke alarms will alert and the operation of EMU trains will be affected.


5.成人旅客免费携带物品20千克、儿童旅 客10千克。每件物品的外部尺寸长、宽、 高相加不超过160厘米,杆状物品不超过 200厘米,但乘坐动车组列车不超过130 厘米;重量不超过20千克。超过规定物品 应办理托运。旅行中,旅客应自行妥善保 管携带品。 6.乘降列车时请排队先下后上, 不要拥挤。 因站停时间较短,未到站的旅客请不要下 车。
CRH旅客乘车安全须知
• Safety Notice for Railway Passengers
• 注: • CRH(China Railway High-Speed) • EMU (Electromagnetic Unit)电磁单位




1. 动车组列车各部位均不得吸烟。列车设有烟 雾报警装置,吸烟会引发警报器报警,影响列 车运行。 2. 禁止携带易燃、易爆、腐蚀、毒害、放射性 等危险品和管制刀具进站上车,不得在托运的 物品中夹带危险品。 3. 乘坐列车时,请勿挤、靠车门,不随意扳动 (按下)列车上的紧急制动阀、紧急制动按钮 等安全设备。 4. 发生危及列车、旅客安全情况时,应听从列 车工作人员指挥,保持良好的秩序,不要急于 拿东西。乘务员不在时,请及时通知工作人员。



5. 必须紧急撤离车厢时,可在列车停稳后, 使用紧急破窗锤打击车厢内两端的紧急逃 生窗玻璃逃生。 6. 出门旅行最重要的就是安全,一路平安 地抵达目的地是大家的共同愿望。 旅行要注意自身安全,经过车门时,请您 注意脚下,以防踩空;不要把手扶在门缝 处和车厢连接处,以防挤伤;您在倒开水 时,不要过满,使用纸杯和塑料杯的旅客 要特别小心,千万不要让小孩单独倒开水, 以免烫伤。
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