CCTV News (News Network): During the Spring Festival travel rush, more than 10 million passengers take trains every day, some of which require a mid-to-transfer, and the shortest transfer time is often only a few minutes. How to transfer without delaying the car? Can anyone help me when I encounter difficulties? A group of railway passenger operators are working hard and busy. The reporter of "Traveling to the Grassroots of the New Year" will take you to get closer to these people who make their travel more warm.
Several days ago, the reporter caught a stop-off train from Rongcheng at Jinan West Station, but it was delayed due to heavy snow.
Hang the phone, Chen Lu quickly organized colleagues from the customer service center to go to platform 2, and an emergency transfer began immediately.
The more than two minutes of grabbing allowed 18 passengers to transfer smoothly. Behind this is Chen Lu and the others' trot all the way, and the strong support of the big data system. On this computer in the customer service center, passenger buses, passenger transport management, station and bus interaction, a series of data have given the advance amount of passenger service.
Jinan West Station is an important hub on the Beijing-Shanghai High-speed Railway, which connects more than 300 high-speed railway stations across the country. Of the nearly 100,000 passengers per day, about 40,000 transfer passengers travel from here to Beijing, Shanghai, Xi'an and Zhengzhou. Passengers who cannot catch up will find the customer service center as soon as possible.
It was not originally a job as a customer service center, but with the help of this big data system, they can clearly see the number of transfers and trains at the station, and they have the energy to help more passengers solve their urgent needs. Chen Lu has to deal with more than 1,000 passengers every day. She made a request to herself in her heart. No matter how anxious the other party is, she must always keep smiling.
Chen Lu's condition also affects her colleagues. The young passengers are particularly careful about passengers who go to the wrong station and find the wrong ticket gate. This passenger who was about to go to Tai'an got off at Jinan West Station in advance and happened to meet Kong Zixuan, a passenger transporter who had just been sent to the station. A few minutes later, he found a nearby train for him.
This Spring Festival, Chen Lu and his colleagues still couldn't rest. Years of passenger service positions have made them accustomed to celebrating the New Year at the station.
