According to the Ministry of Transport website, the Ministry of Transport has issued the Measures for the Administration of Urban Rail Transport Passenger Organizations and Services (hereinafter referred to as the Measures), which will come into effect on April 1, 2020. The Measures prohibit passengers from intercepting trains, forcing them to get and from trains when the train doors or platform doors ring alarm bells, and picking doors after the doors or platform doors are closed, and passengers are not allowed to eat in the train (except infants, patients), lie down or trample on the seats.
The Measures mention that in recent years, China’s urban rail transit has developed rapidly. By the end of 2018, 35 cities in 24 provinces in China’s Interior (excluding Hong Kong, Macao and Taiwan regions) have opened rail transit operations, operating 171 lines, operating with a mileage of 5,295 kilometers, and with about 21.28 billion passengers in 2018.
Providing safe and convenient travel services for the vast number of passengers has always been the fundamental starting point and landing point of urban rail transit. The introduction of the management system of urban rail transit passenger organizations and services at the national level, and the implementation of the relevant requirements of the Opinions and Regulations on strengthening the supervision of service quality, play an important role in promoting the improvement of the quality of urban traffic services and enhancing the passenger’s travel satisfaction and sense of access.
The Measures consist of 7 chapters and 43 articles, including general rules, basic management, passenger transport organization, passenger service, passenger code of conduct, service supervision and promotion, by-laws and other chapters. The main contents are:
First, the basic requirements of passenger transport organizations are clarified. From the aspects of passenger transport organization and service quality management system, passenger service post setting and staffing, station sign, passenger transport organization program and emergency plan, work coordination mechanism, etc., the basic requirements for the passenger transport organization of the operating unit are put forward. If it is stipulated that the urban rail transit network should be unified logo, the station’s prominent position should be posted the station’s first and last bus time, surrounding public transport transfer information, barrier-free facilities guidance, station evacuation schematics, as well as prohibited, restricted items catalog.
The second is to clarify the specific requirements of the passenger transport organization. From the whole process of urban rail transit passenger organization, the station passenger flow line arrangement, station opening and closing, station inspection, platform order maintenance, passenger flow control put forward specific requirements, clear the station public area construction operation, cross-station, train stop at the station for some reason, such as abnormal situation, as well as the passenger transport organization requirements under emergencies. If the train is required to withdraw from operation before, should be inspected inside the vehicle, confirmed that no passengers are stranded after exiting the operation. Before the station is closed, the station should be inspected, broadcast the off-site broadcast, confirmed that no passengers were stranded and left behind to close the station.
The third is to clarify the requirements of passenger service. Around the whole process of passenger travel, the specific requirements of all-day operation time, information service, access station service, ticket-buying service, waiting service, inquiry service, environmental health, rescue service, barrier-free service, initiative service, service commitment, complaint handling, etc. are clarified. If the city rail transit lines should not operate less than 15 hours a day, qualified stations should be equipped with barrier-free toilets, baby care desks, children’s washbasins and other service facilities, it is advisable to open up mother and child rooms, set up AUTOMATIC teller machines (ATMs), vending machines and other civilian service equipment.
Fourth, the specific requirements of passenger behavior norms are clarified. It is stipulated that passengers should comply with ticketing regulations, and specify 10 types of prohibited sexual acts affecting operational safety, such as intercepting trains, forcing the way to and from trains when the alarm bells ring at train doors or platform doors, opening doors after closing doors or platform doors; and seven types of binding behaviorthat that affect order, such as painting, depicting or posting or hanging items in stations or trains, marketing products or engaging in marketing activities, begging, selling arts and cabaret performances, eating in trains (except infants and patients), etc. Passengers are required to obey the staff command and guidance during evacuation, and to promote the virtues of civilized ride.
Fifth, establish and improve the service promotion mechanism. From the internal management, social supervision, industry supervision and other aspects, establish and improve the service promotion mechanism. The competent departments and operating units of urban rail transit are required to establish and improve the communication mechanism for passengers, and the competent departments of urban rail transit operations shall organize and carry out annual quality evaluation, publish the results of service quality evaluation to the society, and continuously promote service upgrading.