城市轨道交通常见票务事故处理流程.docx

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1、城市轨道交通常见票务事故处理流程1 .乘客购买车票时，应查验车票是否与车票对应的身份证信息一致。Whenpassengerspurchasetickets,theyshou1.dverifywhethertheinformationontheticketmatchesthepassenger,sIDcard.2 .如乘客发现车票信息有误，应立即向售票员或工作人员进行反映，以便及时更正。IfpassengersfindanyerorsontheIicket,theyshou1.dimmediate1.yinformtheticke1.se1.1.erorstafftomakecorrection

2、sinatime1.ymanner.3 .工作人员应耐心解答乘客的疑问，并配合对车票进行核验。Staffshou1.dpatient1.yanswerpassengers*questionsandcooperateincheckingthetickets.4 .在乘客乘坐车辆时，车票应当进行查验。Ticketsshou1.dbecheckedwhenpassengersboardthevehic1.e.5 .车票查验时需要与乘客的身份证信息进行核对，确保车票持有人身份信息与车票上的信息一致。Whencheckingtheticket,itisnecessarytoverifywiththepa

3、ssengertsII)cardtoensurethattheinformationontheticketmatchesthepassengersID.6 .如果发现车票与身份证不符，应立即通知车辆驾驶员和车票售票员进行处理。Ifaticketdoesnotmatchthepassenger*sID,thevehic1.edriverandticketse1.1.ershou1.dbenotifiedimmediate1.yforprocessing.7 .对于无法确定身份的乘客，应当协助其进行补票或者缴纳车费。ForpassengersWi1.hunverifiab1.eidentity,a

4、ssistanceshou1.dbeprovidedforthemtopurchasetheticketorpaythefare.8 .如遇乘客持假票乘车，应当立即通知公安机关介入处理，同时暂扣乘客的车票。Ifapassengerisfoundusingafaketicket,thepo1.iceshou1.dbeimmediate1.ynotifiedtointervene,andthepassenger*sticketshou1.dbetemporari1.yconfiscated.9 .对于购票后遗失车票的乘客，应按规定进行临时补发手续。Forpassengerswho1.ose1.he

5、irticketafterpurchasingit,temporaryreissuanceproceduresshou1.dbecarriedoutaccordingtoregu1.ations.10售票员应当在车票遗失的情况下及时登记并向管理部门上报。Intheeventofa1.ostticket,theticketse1.1.ershou1.dprompt1.yregisterandreporttothemanagementdepartment.11 .对于乘客拒不补票或者无证乘车的，应按照规定进行处理，如果必要可以请有关部门协助处理。Forpassengerswhorefusetopu

6、rchaseaticketortrave1.withoutproperdocumentation,theyshou1.dbedea1.twithaccordingtoregu1.ations.Ifnecessary,re1.evantauthoritiescanberequestedtoassistinhand1.ingthesituation.12 .车票管理部门应当对售票现场进行抽查，确保售票工作的规范性和真实性。Theticketmanagementdepartmentshou1.dconductrandomchecksattheticketsa1.essitetoensurethest

7、andardizationandau1.henticityoftheticketsa1.esprocess.13 .在处理车票问题时，应当对每一起案件进行登记和归档，做到有案必查、有查必记录。Inhand1.ingticketissues,eachcaseshou1.dberegisteredandfi1.ed,ensuringthata1.1.casesareinvestigatedanddocumented.14 .对于重豆出现的票务问题，需要进行定期的分析和汇总，找出问题的原因并提出改进方案。Forrepeated1.yoccurringticketingissues,regu1.ara

8、na1.ysisandsummarizationisnecessarytoidentifytherootcausesoftheprob1.emsandproposeimprovementp1.ans.15 .在进行车票核验时，要确保工作人员严格按照规范操作，不得违规放行乘客。DUringticketverification,itisimportanttoensurethatstaffstrict1.yfo1.1.owstandardproceduresanddonota1.1.owpassengerstopasswithoutproperticketverification.16 .对丁因系统

9、故障或其他原因导致的车票问题，应当及时通知相关部门对系统进行检修或调整。Forticketingissuescausedbysystemma1.functionsorotherreasons,re1.evantdepartmentsshou1.dbeprompt1.ynotifiedtoconductsystemmaintenanceoradjustments.17 .对于乘客的投诉或建议，应当及时进行受理并进行调查处理，及时回身乘客。Comp1.aintsorsuggestionsfrompassengersshou1.dbeprompt1.yaccepted,investigated,an

10、drespondedtoinatime1.ymanner.18 .确保票务人员在处理乘客投诉时保持礼貌和耐心，尊重乘客的合法权益。Ensurethatticketingstaffmaintainpo1.itenessandpatiencewhenhand1.ingpassengercomp1.aintsandrespectthe1.egitimaterightsofpassengers.19 .在处理车票问题时，要充分考虑乘客的合理性诉求，努力做到公平公正处理。Whenhand1.ingticketingissues,fu1.1.considerationshou1.dbegiventothe

11、reasonab1.edemandsofpassengersandeffortsshou1.dbemadetoachievefairandjustIreatment.20 .对于乘客的恶意投诉或捣乱行为，应当依照规定进行处理，并保护其他乘客的正当利益。Forpassengerswhomakema1.iciouscomp1.aintsorengageindisruptivebehavior,theyshou1.dbedea1.twithaccordingtoregu1.ations,whi1.eprotectingthe1.egitimateinterestsofotherpassengers.

12、21 .乘客在购票、持票和检票过程中，应当遵守车站规章制度，并配合工作人员进行操作。Passengersshou1dabidebystationru1.esandregu1.ationsandcooperatewithstaffduringticketpurchase,ho1.ding,andinspectionprocesses.22 .车站工作人员应当对乘客的票务行为进行监督和检查，不容忽视任何违规行为。Stationstaffshou1.dsuperviseandinspectpasscngcrs,ticketingbehaviorsandshou1.dnotover1.ookanyvi

13、o1.ations.23 .如发现有旅客涂改车票、恶意破坏车票或者使用假车票等行为,应当立即制止并通知相关部门处理。Ifpassengersarefounda1.teringtickets,11a1.icious1.ydamagingtickets,orusingfaketickets,suchbehaviorshou1.dbeimmediate1.ystoppedandreportedtore1.evantdepartmentsforhand1.ing.24 .车站应增加安全监控设备，对售票和检票环节进行全程录像监控，以便事后查看和分析。Stationsshou1.dincreasesecu

14、ritymonitoringequipment,conductcontinuousvideosurvei1.1.anceofticketsa1.esandinspectionsforsubsequentreviewandana1.ysis.25 .当发生车票遗失的情况时，应当及时对车票进行挂失，并根据相关规定办理挂失手续。Intheeventofa1.ostticket,theticketshou1.dbereportedandaccordingtoregu1.ations,the1.ossproceduresshou1.dbecomp1.etedinatime1.ymanner.26 .对丁

15、车票的补发、挂失等手续，车站应当在规定的时间内进行办理，不得因故拖延。Forticketreissuance,reporting1.oss,andotherprocedures,stationsshou1.dhand1.ethemwithinthespecifiedtime1.imitandshou1.dnotpostponethemforanyreason.27 .在车票补发和挂失等事务过程中，要确保操作规范，防止出现差错。DUringtheprocessofticketreissuanceandreporting1.oss,itisnecessarytoensurestandardoper

16、ationstopreventmistakes.28 .车站应当建立健全完善的车票管理制度和规范操作流程，严格执行相关规定，确保票务工作的安全和有效进行。Stationsshou1.destab1.ishasoundticketmanagementsystemandstandardoperatingprocedures,strict1.yenforcere1.evantregu1.ations,andensurethesafeandeffectiveconductofticketingwork.29 .在售票窗口设置专门的服务热线，供乘客反映车票问题和求助情况。Specia1.serviceh

17、ot1.inesshou1dbeSe1.upatticketwindowsforpassengerstoreportticketissuesandseekassistance.30 .对于车票管理的相关政策和规定，要定期进行培训和宣传，使工作人员熟悉并掌握相关知识。Regu1.artrainingandpub1.icityonthere1.evantpo1.icicsandregu1.ationsforticketmanagementshou1.dbeconductedtoensurethatstaffarefami1.iarwithandhaveagoodunderstandingofthe

18、re1.evantknow1.edge.31 .推广使用电子车票和手机刷码购票，减少实体票务环节带来的安全隐患。Promotetheuseofe1.ectronicticketsandmobiIeticketingtoreducesafetyhazardsassociatedwithphysica1.tickettransactions.32 .在购票、持票和检票环节采取技术手段，提高车票的防伪性和可追溯性。Usetechno1.ogica1.meansinticketpurchase,ho1.ding,andinspectionprocessestoenhancetheanti-counte

19、rfeitingandtraceabi1.ityoftickets.33 .定期对售票窗口和检票设备进行维护和检查，确保其正常运行。Regu1.armaintenanceandinspectionofticketwindowsandinspectionequipmentshou1.dbecarriedouttoensuretheirnorma1operation.34 .针对售票窗口出现的漏洞和问题，要及时改进和解决，确保乘客购票的顺畅性和便利性。For1.oopho1.esandissuesatticketwindows,time1.yimprovementsandso1.utionssho

20、u1.dbemadetoensurethesmoothnessandconvenienceofticketpurchaseforpassengers.35 .鼓励乘客通过官方渠道进行车票购买，避免购买假票或虚假票务信息。Encouragepassengerstopurchaseticketsthroughofficia1.channe1.stoavoidbuyingfaketicketsorfa1.seticketinginformation.36 .对售票员和其他相关工作人员进行严格审查和背景调查，确保他们的信誉和品行。Conductstrictrevicwsandbackgroundche

21、cksonticketse1.1.ersandotherre1.evantstafftoensuretheirreputationandconduct.37 .确保售票窗口的收银工作严格规范，账目清晰，避免发生资金遗漏和差错。Ensurethatthecashregisterworkatticketwindowsisstrict1.ystandardized,withc1.earaccountstopreventfundomissionsandmistakes.38 .在车票检查过程中，要严格遵守操作规程，加强对工作人员的训练和考核。Duringticketinspections,strict

22、adherencetooperatingproceduresandenhancedtrainingandassessmentofstaffshou1.dbeenforced.39 .对于确凿证据证明乘客有违规行为的，应当根据规定对其进行相应的处罚。Eorpassengerswithso1.idcvidoneeofvio1.ations,theyshou1.dbepunishedaccordingtoregu1.ations.40 .定期开展车票问题的排查和整治活动，防范和减少票务事故的发生。Regu1.ar1.ycarryoutinvestigationsandrectificationact

23、ivitiesre1.atedtoticketissuestopreventandreduceticketingaccidents.41 .对车票问题所涉及的贲任人和相关部门应当进行追货和整改，确保问题不断减少。Thoseresponsib1.eandre1.e,antdepartmentsinvo1.vedinticketingissuesshou1.dbehe1.daccountab1.eandrectifiedtoensureacontinuousreductionofprob1.ems.42 .定期组织对车票管理工作进行评估和检查，推动整改措施的落实和效果的评估。Regu1.arass

24、essmentsandinspectionsofticketmanagementworkshou1.dbeconductedtopromotetheimpIementationofrectificationmeasuresandassesstheireffectiveness.43 .对车票管理工作中存在的问题和隐患，应当立即整改并加强监管，防患于未然。Prob1.emsandhiddendangersinticketmanagementworkshou1.dberectifiedimmediate1.y,andsupervisionshou1.dbestrengthenedtoprevent

25、potentia1.risks.-14.加强对票务系统的信息安全保护，防止票务数据的泄露和篡改。Enhancetheinformationsecurityprotectionoftheticketingsystemtopreventthe1.eakageandtamperingofticketingdata.45 .对于管理人员和售票员，要严格执行规章制度，不得徇私舞弊或者泄露车票相关信息。Eormanagersandticketse1.1.ers,strictcomp1.iancewithru1.esandregu1.ationsisrequired,andthereshou1.dbenof

26、avoritismordisc1.osureofticket-re1.atedinformation.46 .鼓励乘客通过官方网站或手机客户端购票，提高票务信息的可信度和透明度。Encouragepassengerstopurchaseticketsthroughofficia1.websitesormobiIcappstoenhancethecredibiIityandtransparencyofIicketinginformation.47 .提供便捷的乍票查询服务和购票渠道，方便乘客了解最新的票务信息。Provideconvenientticketinquiryservicesandpu

27、rchasechanne1.stofaci1.itatepassengersinobtainingthe1.atestticketinginformation.48 .车站应当定期开展安全教育和培训活动，提高员工对车票管理工作的，直视和专业水平。Stationsshou1.dregu1.ar1.yconductsafetyeducationandtrainingactivitiestoincreaseemp1.oyeesattentiontoandprofessiona1.isminticketmanagementwork.49 .落实车票管理的资任，建立健全相关制度，确保票务工作的有序进行。

28、Imp1.ementtheresponsibi1.ityofticketmanagement,estab1.ishandimprovere1.evantsystems,andensuretheorder1.yconductofticketingwork.50 .推动城市轨道交通票务工作的信息化和智能化发展，提高票务管理的便利性和精准性。Proinotetheinforma1.izationandinte1.1igentdeve1.opmentofurbanrai1.transitticketingworktoimprovetheconvenienceandaccuracyofticketing

29、management.51 .加强对票务作业规程的宣传和培训，确保工作人员熟悉并严格执行规定。Strengthenthepub1.icityandtrainingonticketingprocedurestoensurethatstaffarefami1iarwithandstrict1.yadheretotheregu1.ations.52 .对于严重影响车票管理秩序和安全的不良行为，应当立即制止并报请相关部门处理。Forserious1.ydisruptivebehaviorthataffectsticketmanagementorderandsafety,immediateactions

30、hou1.dbetakenandre1.evantdepartmentsshou1dbenotifiedforhand1.ing.53 .鼓励乘客积极参与车票管理工作的监督和投诉，形成良好的管Encouragepassengerstoactive1.yparticipateinthesupervisionandcomp1.aintsofticketmanagementworktocreateagoodmanagementatmosphere.54 .定期组织票务工作的总结和经验分享，推动票务管理工作不断提升和完善。Regu1.ar1.yorganizesummariesandexperiencesharingofIiCke1.ingworktopromotecontinuousimprovementandperfectionofticketmanagementwork.