本书是根据高等职业技术院校铁道交通运营管理专业的实际需要，结合客运管理规章、新技术、新标准编写的。其主要内容有：旅客列车客运乘务基础知识、客车设备、列车乘务作业、客运服务礼仪和技巧、列车长工作、列车行包运输、旅客运输安全与应急处理等。

本书可作为高等职业技术学院铁道交通运营管理专业的教材，也可以作为铁路成人中专、技工学校铁道运输专业及铁路客运段新职工、临时工的培训用书，还可供从事铁路客运工作的干部、职工学习参考。

目   录

第一章  客运乘务基础知识···································································································· 1

第一节  客运乘务工作的意义································································································ 1

第二节  旅客列车分类及编组································································································ 2

第三节  旅客列车乘务组工作································································································ 6

第二章  客车设备··············································································································· 13

第一节  概  述·················································································································· 13

第二节  客车内部服务设施·································································································· 29

第三节  客车安全设施········································································································ 36

第三章  旅客列车乘务作业·································································································· 48

第一节  车厢服务··············································································································· 48

第二节  列车广播··············································································································· 54

第三节  餐车经营··············································································································· 58

第四节  列车服务质量管理·································································································· 64

第四章  客运服务礼仪和技巧······························································································· 90

第一节  概  述·················································································································· 90

第二节  客运服务的基本礼仪······························································································· 95

第三节  涉外旅客服务······································································································· 104

第四节  客流高峰期的旅客服务·························································································· 109

第五章  列车长工作·········································································································· 115

第一节  列车长的条件和素质····························································································· 115

第二节  列车长客运业务··································································································· 117

第三节  列车班组管理······································································································· 131

第四节  列车运输收入管理································································································ 137

第六章  列车行包运输······································································································· 142

第一节  行包运输方案······································································································· 142

第二节  行包的装卸和交接································································································ 145

第三节  行包的运送·········································································································· 152

第七章  旅客运输安全及应急处理······················································································ 160

第一节  概  述················································································································· 160

第二节  列车乘务员作业安全····························································································· 166

第三节  旅客发生急病和意外伤害处理················································································ 168

第四节  非正常情况的应急处理·························································································· 172

参考文献·························································································································· 187

三、旅客列车的编组

1. 旅客列车的编组要求

（1）动车组以外的旅客列车按编组表编组，机后第一位编挂一辆未搭乘旅客的车辆作为隔离车。行李车、邮政车、发电车等非乘坐旅客的车辆应分别挂于机车后第一位和列车尾部，起隔离作用。但遇有下列情况之一时，可不挂隔离车运行：

① 旅客列车运行在装有集中联锁的区段，并设有列车运行监控装置；

② 局管内旅客列车经铁路局局长批准；

③ 旅客列车的隔离车在途中发生故障而摘下时。

（2）旅客列车最后一辆的后端，应设有列车制动主管压力表、紧急制动阀和运转车长乘务室。动车组以外的旅客列车应安装列尾装置。

（3）旅客列车由列车乘务组担当服务。列车乘务组一般由机车乘务人员、客运乘务人员、车辆乘务人员、公安乘警、运转车长组成。混合列车是否派客运乘务组，由铁路局根据区段运行情况来确定。

（4）动车组列车为固定编组。单组动车组运用状态下不得解编，两组短编组同型动车组可重联运行。救援等特殊情况下，两组不同型号的动车组可重联运行。

2. 旅客列车的编挂限制

（1）旅客列车、回送客车底不准编挂货车，编入的客车车辆最高运行速度等级必须符合该列车规定的速度要求。

动车组禁止加挂各型机车车辆，动车组禁止编入其他列车。

旅客列车中，与机车相连接的客车端门及编挂在列车尾部的客车后端门必须加锁；动车组列车驾驶室与旅客乘坐席间的门须加锁。

（2）动车组以外的旅客列车遇特殊情况需附挂跨铁路局的回送机车时，按铁路总公司调度命令办理。

（3）旅客列车不准编挂关门车。列车在运行途中（包括在折返站）如遇自动制动机临时故障，在停车时间内不能修复时，允许关闭一辆，但列车最后一辆不得为关门车。

（4）旅客列车在途中摘挂车辆时，车辆的摘挂和软管摘接由调车人员负责，密封风挡及车端电气连接线的摘接由车辆乘务员负责；其他由客列检作业人员负责，无客列检作业人员时由车辆乘务员负责。必要时打开车门，以便于调车作业。

（5）下列车辆禁止编入旅客列车：

① 超过定期检修期限的客车车辆（经车辆部门鉴定的回送客车除外）；

② 装载危险、恶臭货物的车辆；

③ 未安装客车轴温报警装置的客车。

（6）混合列车不得编入装载危险爆炸物品、压缩气体、液化气体的车辆。编挂整车装载其他危险货物的车辆，须经铁路局批准，并按规定隔离。编挂装载恶臭货物的车辆时，由列车调度员指定编挂位置。