铁路旅客运输服务Railway passenger transport services

Railwaypassengertransportservices铁路旅客运输服务内容文字：≥16号层级序号

一、1.（1）01①Classificationandresponsibilityofrailwaypassengerservicequalityproblems服务质量问题分类及责任相关知识Therelevantknowledge一、铁路客运服务质量问题分类Classification

ofrailwaypassengerservicequalityproblems二、铁路客运服务质量问题责任Responsibilityofrailwaypassenger

servicequalityproblems服务质量问题分类及责任目录DirectoryClassificationandresponsibilityofrailwaypassenger

servicequalityproblems01.服务质量问题分类及责任Classificationandresponsibilityofrailwaypassengerservicequalityproblems铁路客运服务质量问题分类Classificationofrailwaypassengerservicequalityproblems1234服务质量反映Servicequalityreflection服务质量差错Servicequalityerror服务质量事故Servicequalityaccident服务质量事件Servicequalityevent一、铁路客运服务质量问题分类（Classificationofrailwaypassengerservicequalityproblems）1、服务质量反映（ServiceQualityReflection）指未按服务质量的要求提供规定的服务内容造成旅客的不良反映，其影响较小或甚微。Itreferstotheadversereactionofpassengerscausedbythefailuretoprovidetheprescribedservicecontentaccordingtotherequirementsofservicequality,whichhasasmallorminorimpact.

如旅客对站车设备、环境卫生、服务内容及服务态度等方面的服务质量不满意而产生的不良反映。Forexample,passengersaredissatisfiedwiththeservicequalityofstationequipment,environmentalsanitation,servicecontentandserviceattitude.1、服务质量反映（ServiceQualityReflection）01旅客、货主来信、来电、来访投诉，新闻媒介曝光，造成不良影响但未造成实质性后果。Letters,calls,visitsandcomplaintsfrompassengersandcargoownerswereexposedbynewsmedia,resultinginadverseeffectsbutnosubstantiveconsequences.2、服务质量差错（Servicequalityerror）

指服务质量不符合规定要求，造成不良影响但未造成实质性后果或未构成旅客伤害的服务质量问题。

Itreferstothequalityproblemthattheservicequalitydoesnotmeetthespecifiedrequirements

,causesadverseeffectsbutdoesnotcausesubstantialconsequencesorharmtopassengers.2、服务质量差错（Servicequalityerror）02站、车各项设备、设施、备品未达到规定标准，影响服务质量的。Theequipment,facilitiesandsparepartsofthestationortrainfailtoreachtheprescribedstandards,

affectingtheservicequality.

站、车各项工作标准、基础管理未达到规定要求影响服务质量的。03Theworkstandardsandbasicmanagementofthestationor

trainfailtomeetthespecifiedrequirements,affectingtheservicequality.04未按国家或铁路有关规定对运价、杂费、商品实行明码标价的。Failingtoclearlymarkfreightrates,miscellaneouscharges

andcommoditypricesaccordingtotherelevantregulationsofthestateorrailway.站、车存在安全隐患，未构成旅客、货主伤害和发生责任事故的。05Therearehiddensafetyhazardsinthestationor

train,whichdoesnotcauseinjurytopassengersandcargoownersorliabilityaccidents2、服务质量差错（Servicequalityerror）06站、车治安秩序差，未构成旅客、货主伤害的。Thepublicorderofthestationortrainispoorbutdoesnotcauseinjurytopassengersandcargoowners.站、车环境卫生、饮食卫生差，未造成旅客伤害的。07Thestationortrainhaspoorenvironmentalhygieneandfoodhygiene,whichhasnotcausedinjurytopassengers.2、服务质量差错（Servicequalityerror）08站、车工作人员在执行职务时与旅客、货主发生争执造成不良影响的。Thestationortrainstaffhavedisputeswiththepassengerorcargoownerintheperformanceoftheirduties,resultinginadverseeffects.09责任造成旅客、货主财产损失、丢失、被盗价值在500元以下的。Responsibleforthedamage,lossortheftofthepropertyofthepassengerorcargoownerwiththevalueoflessthan500yuan.10铁路责任发生误办、错办，造成旅客5人以下误乘、误降，行包误装、误卸造成逾期交付或损失价值在500元以下的。Therailwayisresponsibleforthewronghandling,resultinginwrongboardinganddisembarkingoflessthan5passengers,andforthewrongloadingandunloadingofluggageandparcels,resultinginoverduedeliveryorlossvalueoflessthan500yuan.010908070605040302指服务质量不符合规定要求，造成旅客轻伤、物品损失较大及影响很大的质量问题。Itreferstothequalityproblemthattheservicequalitydoesnotmeetthespecifiedrequirements,resultinginminorinjuriestopassengers,largelossofgoodsandgreatimpact.3、服务质量事故（Servicequalityaccidents）010908070605040302铁路责任造成旅客、货主轻伤的。Therailwayliabilitycausesminorinjurytothepassengerorcargoowner.3、服务质量事故（Servicequalityaccidents）090807060504030201铁路责任发生误办、错办，造成旅客6人以上误乘、误降，行包误装、误卸造成损失价值超过500元的。Therailwayisliableforthewronghandling,resultinginthewrongboardinganddisembarkingofmorethan6passengers,andforthewrongloadingandunloadingofluggageandparcels,resultinginalossofmorethan500yuan.3、服务质量事故（Servicequalityaccidents）090807060504030102铁路责任旅客列车晚点的。Therailwayliabilitycausesthedelayofpassengertrains.3、服务质量事故（Servicequalityaccidents）090807060504010203利用职权运输无票人员、货物，勒卡、索要旅客、货主钱物价值在200元以下的。Usetheirauthoritytotransportpeopleandgoodswithouttickets,blackmailanddemandmoneyandgoodsfrompassengersandcargoowners,withavalueoflessthan200yuan.3、服务质量事故（Servicequalityaccidents）090807060501020304铁路责任造成旅客、货主财产损失、丢失、被盗价值超过500元不足1000元的。Responsibleforthedamage,lossortheftofthepropertyofthepassengerorcargoownerwiththevalue

ofmorethan500yuanbutlessthan1000yuan.3、服务质量事故（Servicequalityaccidents）090807060102030405

责任发生食物中毒事故未造成人员死亡的。Responsibleforthefoodpoisoningwhichdoesnotresultindeath.3、服务质量事故（Servicequalityaccidents）090807010203040506站、车工作人员在执行职务时刁难、打骂旅客、货主造成较大影响的。Thestationortrainstaffmakedifficulties,beatandscoldpassengersandcargoownerswhileperformingtheirduties,resultingingreatimpact.3、服务质量事故（Servicequalityaccidents）090807060504030102站、车设备、设施、备品故障、缺损，严重影响服务质量，旅客、货主反映强烈或给旅客、货主造成人身伤害和带来经济损失的。Faultsanddefectsofthestationortrainequipment,facilitiesandspareparts,whichseriouslyaffecttheservicequality,stronglyreflectbypassengersandcargoowners,orcausepersonalinjuryandeconomiclossestopassengersandcargoowners.3、服务质量事故（Servicequalityaccidents）0908010203040506073、服务质量事故（Servicequalityaccidents）违反国家和铁路有关收费标准、规定，乱收费、乱加价造成不良影响的。Violationofrelevantstateandrailwaychargingstandards,arbitrarycollectionoffeesandarbitrarypriceincrease,resultinginadverseeffects.

指服务质量不符合规定要求，造成旅客重伤以上伤害、物品损失巨大及影响重大的质量问题。

Itreferstothequalityproblemsthattheservicequalitydoesnotmeetthespecifiedrequirements,resultinginseriousinjuryoraboveofpassengers,hugelossofgoodsandsignificantimpact.4、服务质量事件（Servicequalityevent）利用职权运输无票人员、货物，勒卡、索要旅客、货主钱物，价值超过200元。Usetheirauthoritytotransportpeopleandgoodswithouttickets,blackmailanddemandmoneyandgoodsfrompassengersandcargoowners,withavalueofmorethan200yuan.责任造成旅客、货主财产损失、丢失、被盗价值在1000元以上的。Responsibleforcausingthedamage,lossortheftofthepropertyofthepassengerorownerwithavalueofmorethan1000yuan.责任造成旅客、货主重伤以上伤害的。Responsibleforcausingseriousinjuryorabovetothepassengerorcargoowner.4、服务质量事件（Servicequalityevent）010203违反国家和铁路有关收费标准、规定，乱收费、乱加价造成严重不良影响的。Violationofrelevantstateandrailwaychargingstandards,arbitrarycollectionoffeesandarbitrarypriceincrease,resultinginseriousadverseeffects.站、车工作人员在执行职务时殴打旅客、货主造成严重影响或轻伤以上伤害的。Thestationortrainstaffbeatpassengersandcargoownerswhileperformingtheirduties,resultinginseriousimpactorminororaboveinjury.责任发生食物中毒事故造成人员死亡的。Responsibleforthefoodpoisoningwhichresultsindeath.4、服务质量事件（Servicequalityevent）040506服务质量问题分类及责任Classificationandresponsibilityofrailwaypassengerservicequalityproblems铁路客运服务质量问题责任02.Responsibilityofrailwaypassengertransportservicequality12铁路客运服务质量问题的责任Responsibilityforqualityproblemsofrailwaypassengerservice服务质量问题的法律免责条件Legalexemptionconditionsforservicequalityproblems二、铁路客运服务质量问题责任（Responsibilityofrailwaypassengertransportservicequality）(1)服务质量问题的法律责任(1)Legalliabilityforservicequalityproblems在铁路旅客运输生产过程中，相应服务质量问题违反《铁路法》及其他相关法律法规的规题应承担相关的法律责任。其法律责任的方式主要有三种，即行政责任、刑事责任和民事责任。Intheproductionprocessofrailwaypassengertransport,relevantservicequalityproblemsviolatingRailwayLawandotherrelevantlawsandregulationsshouldbearrelevantlegalresponsibilityinthreeways,thatis,administrativeliability,criminalliabilityandcivilliability.二、铁路客运服务质量问题责任（Responsibilityofrailwaypassengertransportservicequality）《铁路法》第七十一条规定：铁路职工玩忽职守、违反规章制度造成运营事故的，滥用职权，利用办理运输业务之便牟取私利的给予行政处分；情节严重、构成犯罪的依照刑法有关规定追究刑事责任。Article71oftheRailwayLawstipulates:railwayemployeeswhoneglecttheirduties,violaterulesandregulationsandcauseoperationaccidents,abusetheirpowerandseekpersonalgainsbyhandlingtransportbusinessshallbegivenadministrativesanctions;Ifthecircumstancesareseriousenoughtoconstituteacrime,criminalresponsibilityshallbeinvestigatedinaccordancewiththerelevantprovisionsoftheCriminalLaw.1.行政责任和刑事责任2.Administrativeresponsibilityandcriminalresponsibility二、铁路客运服务质量问题责任（Responsibilityofrailwaypassengertransportservicequality）“运营事故”包括在运输过程中造成的服务质量事故和服务质量事件等，涉及行政责任和刑事责任的必须依法予以追究。“Operationalaccidents”includeservicequalityaccidentsandservicequalityincidentscausedinthecourseoftransportation,andthoseinvolvingadministrativeresponsibilityandcriminalresponsibilitymustbeinvestigatedinaccordancewiththelaw.2.民事责任2.civilliability民事责任分违约责任和侵权责任两种。服务质量问题大多属于违约责任造成的，其违约责任在相关法规中均有明确规定。Civilliabilityincludesliabilityforbreachofcontractandtortliability.Mostoftheservicequalityproblemsarecausedbyliabilityforbreachofcontract,whichisclearlystipulatedinrelevantlawsandregulations.二、铁路客运服务质量问题责任（Responsibilityofrailwaypassengertransportservicequality）①《民法典》、《铁路法》规定发生服务质量问题属于违约、侵权行为，必须承担相关的民事责任。①《CivilCode》、《RailwayLaw》Itisstipulatedthattheoccurrenceofservicequalityproblembelongstothetortofbreachofcontract,andtherelevantcivilliabilitymustbeborne.《民法典》第五百零九条规定：当事人应当按照约定全面履行自己的义务。发生服务质量问题属于当事人一方（铁路）不履行合同义务或者履行义务不符合约定，应当承担违约责任。《CivilCode》Article509stipulates:thepartiesshallfullyfulfilltheirobligationsinaccordancewiththeagreement.Iftheservicequalityproblembelongstotheparty(railway)whodoesnotfulfillthecontractualobligationsordoesnotfulfilltheobligationsinaccordancewiththeagreement,itshallbeartheliabilityforbreachofcontract.二、铁路客运服务质量问题责任（Responsibilityofrailwaypassengertransportservicequality）《铁路法》第五条也规定：铁路运输企业必须改善经营管理，切实改进路风，提高服务质量。《RailwayLaw》Article5alsostipulates:railwaytransportenterprisesmustimproveoperationandmanagement,improveroadstyleandimproveservicequality.01旅客车票、行李票和包裹票，是具有法律效力的合同或者合同的一部分。Aluggageticketorparcelticketforapassengerticketisalegallyeffectivecontractorapartofacontract.二、铁路客运服务质量问题责任（Responsibilityofrailwaypassengertransportservicequality）02当旅客购买车票（运输合同成立）到旅客出站缴销车票（合同履行完毕）的运输过程中，就应该依法享受到铁路提供的服务。Whenthepassengerbuystheticket(thecontractoftransportisestablished)tothepassengerleavesthestationtosurrendertheticket(thecontractisfulfilled)intheprocessoftransport,therailwayshouldenjoytheserviceprovidedbylaw.03铁路（承运人）没有履行或全部履行自己的义务，发生服务质量问题必须承担相关的责任。Therailway(carrier)hasnotperformedorfullyperformeditsobligations,theoccurrenceofservicequalityproblemsmustbeartherelevantresponsibility.②《中华人民共和国消费者权益保护法》规定消费者的权益受法律保护。②《LawofthePeople'sRepublicofChinaonProtectionofConsumerRightsandInterests》Itstipulatesthattherightsandinterestsofconsumersareprotectedbylaw.二、铁路客运服务质量问题责任（Responsibilityofrailwaypassengertransportservicequality）《中华人民共和国消费者权益保护法》规定：消费者为生活需要购买、使用商品或接受服务，其权益受本法保护；经营者为消费者提供其生产、销售的商品或者提供服务，应当遵守本法。《LawofthePeople'sRepublicofChinaonProtectionofConsumerRightsandInterests》Provisions:Therightsand