Passengers whose trains are delayed will receive formal apology from the railway station and their problems aroused will be properly handled. This is included in the apology system newly established at the Beijing West Railway Station.
Following its passing through the verification of ISO9000 quality management system, Beijing West Railway Station has set as its obligation additional services. For instance, when a passenger train is delayed because of accidental events such as fire, earthquake or sandstorm, the station will open more special windows to allow passengers to turn back their tickets; in case of a serious delay, a hot line for inquiry should be set up and each ticket holder should be informed by telephone. Furthermore, the station has prepared two rooms for delayed passengers to rest.
When problems such as two passengers holding tickets of the same seat number happen, clerks of the railway station should properly find an empty seat for one of them, or provide needed services when the passenger need to change to another train. If he or she wants to use other means of transportation, the issue should be reported to the passenger transport division for help.
Beijing West Railway Station holds passengers at the center of its service system.
(china.org.cn by Wang Zhiyong, November 24, 2002)
