目 錄
第一章 客運乘務基礎知識···································································································· 1
第一節(jié) 客運乘務工作的意義································································································ 1
第二節(jié) 旅客列車分類及編組································································································ 2
第三節(jié) 旅客列車乘務組工作································································································ 6
第二章 客車設備··············································································································· 13
第一節(jié) 概 述·················································································································· 13
第二節(jié) 客車內(nèi)部服務設施·································································································· 29
第三節(jié) 客車安全設施········································································································ 36
第三章 旅客列車乘務作業(yè)·································································································· 48
第一節(jié) 車廂服務··············································································································· 48
第二節(jié) 列車廣播··············································································································· 54
第三節(jié) 餐車經(jīng)營··············································································································· 58
第四節(jié) 列車服務質(zhì)量管理·································································································· 64
第四章 客運服務禮儀和技巧······························································································· 90
第一節(jié) 概 述·················································································································· 90
第二節(jié) 客運服務的基本禮儀······························································································· 95
第三節(jié) 涉外旅客服務······································································································· 104
第四節(jié) 客流高峰期的旅客服務·························································································· 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··································································································· 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 旅客運輸安全及應急處理······················································································ 160
第一節(jié) 概 述················································································································· 160
第二節(jié) 列車乘務員作業(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) 非正常情況的應急處理·························································································· 172
參考文獻·························································································································· 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分別掛于機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；
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，應設有列車制動主管壓力表、緊急制動閥和運轉(zhuǎn)車長乘務室。動車組以外的旅客列車應安裝列尾裝置。
（3）旅客列車由列車乘務組擔當服務。列車乘務組一般由機車乘務人員、客運乘務人員、車輛乘務人員、公安乘警、運轉(zhuǎn)車長組成�；旌狭熊囀欠衽煽瓦\乘務組，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車車輛，動車組禁止編入其他列車。
旅客列車中，與機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車時，按鐵路總公司調(diào)度命令辦理。
（3）旅客列車不準編掛關門車。列車在運行途中（包括在折返站）如遇自動制動機臨時故障，在停車時間內(nèi)不能修復時，允許關閉一輛，但列車最后一輛不得為關門車。
（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)車人員負責，密封風擋及車端電氣連接線的摘接由車輛乘務員負責；其他由客列檢作業(yè)人員負責，無客列檢作業(yè)人員時由車輛乘務員負責。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，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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