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本書是根據(jù)高等職業(yè)技術(shù)院校鐵道交通運營管理專業(yè)的實際需要，結(jié)合客運管理規(guī)章、新技術(shù)、新標(biāo)準(zhǔn)編寫的。其主要內(nèi)容有：旅客列車客運乘務(wù)基礎(chǔ)知識、客車設(shè)備、列車乘務(wù)作業(yè)、客運服務(wù)禮儀和技巧、列車長工作、列車行包運輸、旅客運輸安全與應(yīng)急處理等。

本書可作為高等職業(yè)技術(shù)學(xué)院鐵道交通運營管理專業(yè)的教材，也可以作為鐵路成人中專、技工學(xué)校鐵道運輸專業(yè)及鐵路客運段新職工、臨時工的培訓(xùn)用書，還可供從事鐵路客運工作的干部、職工學(xué)習(xí)參考。

第一章客運乘務(wù)基礎(chǔ)知識···································································································· 1

第一節(jié) 客運乘務(wù)工作的意義································································································ 1

第二節(jié) 旅客列車分類及編組································································································ 2

第三節(jié) 旅客列車乘務(wù)組工作································································································ 6

第二章客車設(shè)備··············································································································· 13

第一節(jié) 概述·················································································································· 13

第二節(jié) 客車內(nèi)部服務(wù)設(shè)施·································································································· 29

第三節(jié) 客車安全設(shè)施········································································································ 36

第三章旅客列車乘務(wù)作業(yè)·································································································· 48

第一節(jié) 車廂服務(wù)··············································································································· 48

第二節(jié) 列車廣播··············································································································· 54

第三節(jié) 餐車經(jīng)營··············································································································· 58

第四節(jié) 列車服務(wù)質(zhì)量管理·································································································· 64

第四章客運服務(wù)禮儀和技巧······························································································· 90

第一節(jié) 概述·················································································································· 90

第二節(jié) 客運服務(wù)的基本禮儀······························································································· 95

第三節(jié) 涉外旅客服務(wù)······································································································· 104

第四節(jié) 客流高峰期的旅客服務(wù)·························································································· 109

第五章列車長工作·········································································································· 115

第一節(jié) 列車長的條件和素質(zhì)····························································································· 115

第二節(jié) 列車長客運業(yè)務(wù)··································································································· 117

第三節(jié) 列車班組管理······································································································· 131

第四節(jié) 列車運輸收入管理································································································ 137

第六章列車行包運輸······································································································· 142

第一節(jié) 行包運輸方案······································································································· 142

第二節(jié) 行包的裝卸和交接································································································ 145

第三節(jié) 行包的運送·········································································································· 152

第七章旅客運輸安全及應(yīng)急處理······················································································ 160

第一節(jié) 概述················································································································· 160

第二節(jié) 列車乘務(wù)員作業(yè)安全····························································································· 166

第三節(jié) 旅客發(fā)生急病和意外傷害處理················································································ 168

第四節(jié) 非正常情況的應(yīng)急處理·························································································· 172

參考文獻(xiàn)·························································································································· 187

三、旅客列車的編組

1. 旅客列車的編組要求

（1）動車組以外的旅客列車按編組表編組，機(jī)后第一位編掛一輛未搭乘旅客的車輛作為隔離車。行李車、郵政車、發(fā)電車等非乘坐旅客的車輛應(yīng)分別掛于機(jī)車后第一位和列車尾部，起隔離作用。但遇有下列情況之一時，可不掛隔離車運行：

① 旅客列車運行在裝有集中聯(lián)鎖的區(qū)段，并設(shè)有列車運行監(jiān)控裝置；

② 局管內(nèi)旅客列車經(jīng)鐵路局局長批準(zhǔn)；

③ 旅客列車的隔離車在途中發(fā)生故障而摘下時。

（2）旅客列車最后一輛的后端，應(yīng)設(shè)有列車制動主管壓力表、緊急制動閥和運轉(zhuǎn)車長乘務(wù)室。動車組以外的旅客列車應(yīng)安裝列尾裝置。

（3）旅客列車由列車乘務(wù)組擔(dān)當(dāng)服務(wù)。列車乘務(wù)組一般由機(jī)車乘務(wù)人員、客運乘務(wù)人員、車輛乘務(wù)人員、公安乘警、運轉(zhuǎn)車長組成。混合列車是否派客運乘務(wù)組，由鐵路局根據(jù)區(qū)段運行情況來確定。

（4）動車組列車為固定編組。單組動車組運用狀態(tài)下不得解編，兩組短編組同型動車組可重聯(lián)運行。救援等特殊情況下，兩組不同型號的動車組可重聯(lián)運行。

2. 旅客列車的編掛限制

（1）旅客列車、回送客車底不準(zhǔn)編掛貨車，編入的客車車輛最高運行速度等級必須符合該列車規(guī)定的速度要求。

動車組禁止加掛各型機(jī)車車輛，動車組禁止編入其他列車。

旅客列車中，與機(jī)車相連接的客車端門及編掛在列車尾部的客車后端門必須加鎖；動車組列車駕駛室與旅客乘坐席間的門須加鎖。

（2）動車組以外的旅客列車遇特殊情況需附掛跨鐵路局的回送機(jī)車時，按鐵路總公司調(diào)度命令辦理。

（3）旅客列車不準(zhǔn)編掛關(guān)門車。列車在運行途中（包括在折返站）如遇自動制動機(jī)臨時故障，在停車時間內(nèi)不能修復(fù)時，允許關(guān)閉一輛，但列車最后一輛不得為關(guān)門車。

（4）旅客列車在途中摘掛車輛時，車輛的摘掛和軟管摘接由調(diào)車人員負(fù)責(zé)，密封風(fēng)擋及車端電氣連接線的摘接由車輛乘務(wù)員負(fù)責(zé)；其他由客列檢作業(yè)人員負(fù)責(zé)，無客列檢作業(yè)人員時由車輛乘務(wù)員負(fù)責(zé)。必要時打開車門，以便于調(diào)車作業(yè)。

（5）下列車輛禁止編入旅客列車：

① 超過定期檢修期限的客車車輛（經(jīng)車輛部門鑒定的回送客車除外）；

② 裝載危險、惡臭貨物的車輛；

③ 未安裝客車軸溫報警裝置的客車。

（6）混合列車不得編入裝載危險爆炸物品、壓縮氣體、液化氣體的車輛。編掛整車裝載其他危險貨物的車輛，須經(jīng)鐵路局批準(zhǔn)，并按規(guī)定隔離。編掛裝載惡臭貨物的車輛時，由列車調(diào)度員指定編掛位置。

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