铁路客运站售票岗位作业李秀聪课件

主讲人：李秀聪Lecturer:LiXiucong铁路客运站售票岗位作业TicketingPositionOperationsattheRailwayPassengerTrafficStation六字始发改签法Six-wordEndorsementMethodatOriginatingStation一接二问三输四做五核六交ReceiveAskEnterGiveCheckDo接过车票（接过乘车凭证或购票证件)，审核原票票种、发到站、经由、有效期、有无涂改一接1.Receive六字始发改签法Six-wordEndorsementMethodatOriginatingStationTakeovertheticket(theridingcredentialorticketpurchasecertificate),reviewtheoriginaltickettype,thedepartureandarrivalstations,thepathway,validityperiod,andcheckwhetherthereisanyalteration.问清旅客需要改签的日期、车次、席别，确认是否符合改签条件二问2.Ask六字始发改签法Six-wordEndorsementMethodatOriginatingStationAskabouttheendorsementdate,trainnumber,arrivalstation,andseat,andcheckwhethertheconditionsforendorsementaremet.磁介质车票通过制票机读磁（报销凭证不能进行读磁操作)，软纸车票扫描车票上的二维码（或输入票面下方21位码），未取车票按F7读取购票证件或手工输入证件信息，可核对票面信息三输3.Enter六字始发改签法Six-wordEndorsementMethodatOriginatingStationMagneticmediaticketscanbereadbytheticket-makingmachine(themagneticreadingoperationcannotbecarriedoutonreimbursementvouchers).SoftpaperticketscanscantheQRcodeontheticket(orinputthe21-digitcodebelowtheticket).PressF7fornot-takenticketstoreadtheticketingcertificateOrthecertificateinformationcanbemanuallyinputtochecktheticketinformation.按系统提示退还或补收新旧车票票价差额，正确办理银行卡支付业务（认真清点找零）；打印软纸票（磁介质票）四做4.Do六字始发改签法Six-wordEndorsementMethodatOriginatingStationRefundormakeupthedifferencebetweentheoldandnewticketsaccordingtothesystemprompt,correctlyhandlethebankcardpaymentbusiness(countthechangecarefully);Printedsoftpaperticket(magneticmediumticket).普通(现金)改签—低票价改高票价时:票款差额用现金支付，收取旅客购票款，认真清点，将票款置于桌面上，实收款额输入计算机内并打印乘车凭证;银行卡或电子支付，旅客需用银行卡或电子支付新票票款，改签成功后，售票员将原票票款用现金退还旅客四做4.Do六字始发改签法Six-wordEndorsementMethodatOriginatingStationFaredifferenceispaidincash,andwhenreceivingthefare,countitcarefullyandplacethecashonthetable,entertheactualamountintothecomputerandprintoutthetraincredential.Common(cash)endorsement-whenthelowfareischangedtothehighfare:Whenpaidbybankcardorelectronically,passengersneedtopayfornewticketsineitherway.Andaftertheendorsementisfinished,theconductorwillreturnpassengerstheoriginalfareincash.如果改签原票是现金支付的,改签需要补差时旅客要求用银行卡支付,系统的刷卡界面提示应收金额(刷卡金额)为343元(注:新票票款),应退现金为196元(注:原票票款),实收票款为147元(注:补差票款)四做4.Do六字始发改签法Six-wordEndorsementMethodatOriginatingStationIsrequiredatendorsement,passengersneedtopayitinbankcard.Iftheendorsedoriginalticketispaidincash,whenfaredifferencethesystem'sswipeinterfacepromptsthatthereceivableamount(swipeamount)is343yuan(note:newticketamount),thecashshouldbereturnedis196yuan(note:originalticketamount),thepaid-inticketamountis147yuan(note:pricedifference).售票员与旅客核实无误后，按扣款键进行扣款,系统提示刷卡支付成功后退还旅客改签原票票价现金金额，然后系统进行扣款，成功后提示扣款注意事项并打印“扣款单”，成功后再次提示退还旅客现金金额。四做六字始发改签法Six-wordEndorsementMethodatOriginatingStationtodetectthefare.Afterthesystempromptssuccessfulpaymentinbankcard,Aftertheconductorverifieswiththepassenger,pressthedeductionkeyreturnpassengersthecash.thecashamountoftheoriginalticketpricewillbereturnedtothepassenger.Andthesystemconductsdeduction,andpromptsthenoticesofdeductionandprintouttheDeductionSheet.Aftersuccessfuldeduction,itpromptsto4.Do普通(现金)改签—等价改签时:直接打印乘车凭证或购票信息单四做4.Do六字始发改签法Six-wordEndorsementMethodatOriginatingStationDirectlyprintouttraincredentialortheitinerarysheetCommon(cash)endorsement-equivalentendorsement普通(现金)改签—高票价改低票价时：按系统提示找零款，并打印乘车凭证或购票信息单四做4.Do六字始发改签法Six-wordEndorsementMethodatOriginatingStationGivethechangeaccordingtothesystem’spromptandprintouttraincredentialortheitinerarysheet.Common(cash)endorsement–whenthehighfareischangedintoalowfare:电子支付：低票价改高票价时，选择刷卡或使用电子支付扣新票票款，

打印受理单，系统自动退原票票款到原支付账户，然后制票;高票价改低票价时，系统自动退票款差额至原支付账户，然后制票;等价改签可直接点击售票程序中的【印票】四做4.Do六字始发改签法Six-wordEndorsementMethodatOriginatingStationprinttheacceptancesheet,andtheoriginalfareisautomaticallyrefundtotheoriginalaccountandprinttheticket.Whenthelowfareischangedtothehighfare,paythenewfareinbankcardorelectronically,Whenthehighfareischangedtothelowfare,thefaredifferenceisautomaticallyrefundtotheoriginalaccountandtheticketprintedout.Directlyclickticket-printingintheprogramforequivalentendorsement.Electronicpayment:银行卡支付:低票价改高票价时，先刷卡扣新票票款，打印受理单；再刷卡退原票

票款，打印受理单；然后制票（旅客可提供新银行卡或原购票银行卡、

支付宝购买新票，但退原车票票款时必须使用原购票银行卡，否则，

只能打印出故障受理单，返款时间长。)﹔四做4.Do六字始发改签法Six-wordEndorsementMethodatOriginatingStationWhenthelowfareischangedtothehighfare,firstswipethecardtodebitthenewticket,printouttheacceptancesheet,andthenswipethecardOtherwise,onlythefaultacceptancesheetcanbeprintedout,causingalongrefundtime.)Paymentinbankcardtorefundtheoriginalfareandprinttheacceptancesheet,thenprinttheticket.Passengerscanprovideanewbankcardortheoriginalpurchasebankcard,Alipaytobuyanewticket,buttheoriginalpurchasebankcardmustbeusedwhenreturningtheoriginalticketmoney.改签后新票票价高于原票票价需补收票款差额时，系统首先扣除改签新票全额票款，然后退还原改签原票票款；改签补差时，旅客用改签原票支付时的银行卡办理支付和退款。同时，有差额改签时，界面的收款处的下方有刷卡支付的提示“制票前按刷卡按钮支付”，否则系统不允许制票四做4.Do六字始发改签法Six-wordEndorsementMethodatOriginatingStationWhenthenewticketpriceishigherthantheoriginalticketafterendorsementandthedifferenceticketprice;Whenpayingthepricedifference,thepassengershallusethebankcardusedinendorsementIsrequiredtopay,thesystemfirstdeductsthefullpriceofthenewticket,andthenreturnstheoriginalforthepaymentandrefund.Meanwhile,whenconductingpricedifferenceendorsement,thereisaprompt"presstheSwipeCardbuttontopaybeforeprintingtickets“belowthecashier'sdeskoftheinterface,otherwisethesystemdoesnotallowmakingtickets.改签新票票款为205元，改签原票票款为186元，应收差价为19元刷卡支付界面中提示应收金额为205元，应退票款为186元，实收票款为19元四做4.Do六字始发改签法Six-wordEndorsementMethodatOriginatingStationThenewticketfareafterendorsementis205yuan,Theamountreceivableintheinterfaceofpaymentincardisandtheoriginalticketfareis186yuan,So,thepricedifferenceis19yuan.205yuanandtheamountrefundableis186yuan,andtheactualpaymentis19yuan.扣款成功后系统提示售票员扣款注意事项，并打印“消费单”，售票员根据提示和相关规定办理手续四做六字始发改签法Six-wordEndorsementMethodatOriginatingStationAfterthesuccessfuldeduction,thesystemwillprompttheconductorthenoticesofdeductionandprinttheConsumptionBill.promptandrelevantregulations.Theconductorwillgothroughtheprocedureaccordingtothe4.Do售票员按照扣款提示处理完后，系统提示退款，退款成功后系统提示退款注意事项，并打印“退款单”四做4.Do六字始发改签法Six-wordEndorsementMethodatOriginatingStationAftertheconductorhasprocessedthedeductionaccordingtotheprompt,thesystemwillpromptarefund.Afterrefund,thesystemwillpromptmattersneedingattentionfortherefundandprinttheRefundSheet.

银行卡支付:高票价改低票价时，旅客应提供原购票银行卡，退款打印受理单，然后制票，票款差额直接退回原购票银行卡;等价改签不用按刷卡按钮，直接点击售票程序中的【印票】四做4.Do六字始发改签法Six-wordEndorsementMethodatOriginatingStationWhenthehighfareischangedtothelowfare,passengersshouldprovidetheoriginalcardforpurchasingtheticketandtheprintedPayinbankcard:refundacceptancesheet,thentheticketcanbeprinted.Thedifferencewillbereturnedtotheoriginalcarddirectly.NoneedtopressthebuttonofSwipeCardforequivalentendorsement.Directlyclickticket-printingintheticketingprogram.始发改签后新票票价低于原票票价的，需按原支付方式退还应退票价差额，按Ctrl+4快捷键退差。界面的应收为–6元，表示应退差价为6元。界面的收款处下方有退款刷卡提示“制票前按刷卡按钮退款!”,否则不允许制票四做4.Do六字始发改签法Six-wordEndorsementMethodatOriginatingStationIfthenewticketpriceislowerthantheoriginaloneafterendorsementatthedeparturePressCtrl+4torefund.Andtheactualpaymentoftheinterfaceshouldbe-6yuan,Station,thepricedifferenceshouldbereturnedbytheoriginalpaymentmethod.Whichmeansthattheamountrefundableis6yuan.“PresstheSwipeCardbuttontopaybeforeprintingtickets”willbepromptedbelowthecashier’sofficeoftheinterface,otherwise,ticketisnotallowedtobeprinted.售票员按Ctrl+4快捷键办理始发改签退差，并根据Pos机的提示由旅客输入改签原票支付时的密码或刷支付时的银行卡，应退票款退回到旅客购买始发改签原票支付的银行卡中四做4.Do六字始发改签法Six-wordEndorsementMethodatOriginatingStationstationandletthepassengertoinputthepaymentpasswordwhenendorsingtheoriginalticketTheconductorpressCtrl+4torefundthepricedifferenceatendorsementatthedepartureaccordingtothepromptsofthePOSmachineorswipethebankcardatpayment.Theamountrefundableisreturnedtothebankcardpaidbythepassengerfortheoriginalticket.退款成功后，系统提示退款注意事项；并打印“退款单”，售票员根据退款提示和相关规定办理退款手续四做4.Do六字始发改签法Six-wordEndorsementMethodatOriginatingStationfortherefundandprintouttheRefundSheet.Afterrefund,thesystemwillpromptmattersneedingattentionTheconductorwillgothroughtheprocedureaccordingtotherefundpromptsandrelevantregulations.原票盖有“行”字的：在车票背面注明“原票已办理行李托运”字样，并加盖站名戳；如旅客办理随车行李托运，须告知旅客先办理行李转签手续后方可办理车票改签四做4.Do六字始发改签法Six-wordEndorsementMethodatOriginatingStation“Baggagehasbeenchecked”shouldbeindicatedinthebackoftheticketandstampedwiththestationname;Fororiginalticketstampedwith“baggage”:beforeendorsement.Ifthepassengeristocheckthebaggagewiththetrainthepassengermust