□ Zhang Shoukun, a trainee reporter of this newspaper
□ Our reporter Wen Lijuan
At 5:30, get up, tidy up appearance and dress; half an hour later, set off for the passenger section to gather the team, collect and check electronic equipment, and prepare for departure.
At 7:20, the train will be picked up at the platform, the carriage will be inspected, the equipment and facilities on the train will be checked, and the spare parts will be checked to see if the spare parts are replenished; after a quarter of an hour, the joint control will start the train to ensure that passengers get on and off, and passengers travel safely and on time.
At 8 o'clock, organize the luggage rack to ensure the luggage is stable and firm; organize the car capacity at any time; check the ticket on the way, maintain the order in the car, and grasp the passenger situation in time.
At 10:00, preventive disinfection will be carried out according to the formulated epidemic prevention measures;
At 16:00, "change seat upgrade" service is provided for passengers, and services are provided for key passengers.
At 19:55, take advantage of the work gap to have dinner and transfer special key passengers to the station.
22:15, check out.
This is the day of Lu Yajing, the captain of the second cohort of the high-speed railway in the passenger section of Beijing.
She has insisted on this work rhythm for 17 years.
From being enrolled as a conductor in the Beijing passenger section in 2005, to now serving as a conductor on duty at Beijing South Railway Station-Qingdao Railway Station, she is proud of herself as a railway person, especially a high-speed rail person.
In the past 10 years, Lu Yajing has witnessed the frequent reports of good news of my country's high-speed rail, from scale and speed to service quality, constantly refreshing new achievements.
Especially since the 18th National Congress of the Communist Party of China, a large number of high-speed railways have been completed and opened, with an average annual production of 3,500 kilometers. The high-speed railway network has expanded from "four vertical and four horizontal" to "eight vertical and eight horizontal". Over 40,000 kilometers, my country has become the country with the longest high-speed rail operating mileage, the largest scale under construction, the largest number of EMUs in operation, and the fastest commercial operation speed in the world.
High-speed railways have different definitions in different countries and times.
The International Union of Railways stipulates that new railway lines with a train speed of more than 250 kilometers per hour, and old railway lines with a speed of 200 kilometers per hour after renovation, are regarded as high-speed railways; the State Railway Administration of my country defines them as trains with a speed of more than 250 kilometers per hour. new railway lines, and railway passenger dedicated lines with an initial operating speed of not less than 200 kilometers per hour.
"No matter how you define it, high train speed is the most significant and basic feature that differentiates high-speed railway from ordinary railways. For the Chinese, high-speed rail seems to have entered their lives overnight. And I was fortunate enough to witness our country. The rapid development of high-speed rail and the growth with it is a great blessing. In the process of growth, the original intention of high-speed rail people to serve passengers has never changed." Lu Yajing said.
High-speed rail business leads the development
One ticket is hard to find problem alleviation
Lu Yajing's mother is also a train conductor.
As a descendant of railway people, Lu Yajing developed a strong affection for trains since childhood, and planted a seed in her young heart that she will also participate in railway work when she grows up.
On July 1, 2005, her dream came true.
Lu Yajing, who just turned 18, was enrolled in the Beijing Passenger Transport Section and became a conductor.
This year, my country's high-speed rail business has just started: on June 23, the Wuhan-Guangzhou high-speed railway started construction, with a total length of 1069 kilometers and a design speed of 350 kilometers per hour; on July 4, the Beijing-Tianjin intercity railway was put into construction, with a total length of 120 kilometers. , the design speed is 350 kilometers per hour; on September 25, the construction of Zhengzhou-Xi'an Expressway started, with a total length of 505 kilometers and a design speed of 350 kilometers per hour.
In August 2008, on the eve of the opening of the Beijing Olympic Games, the Beijing-Tianjin Intercity Railway was put into operation, and China achieved zero breakthrough in high-speed railways.
Subsequently, the Wuhan-Guangzhou high-speed railway, the Zhengxi high-speed railway, the Shanghai-Nanjing high-speed railway, and the Shanghai-Hangzhou high-speed railway were successively completed and put into operation.
On June 30, 2011, the Beijing-Shanghai high-speed railway with a total length of 1,318 kilometers was completed and opened to traffic.
More than 50 academicians, 150,000 engineering experts, more than 150 enterprises, and more than 100,000 construction personnel participated in the demonstration, design and construction of the Beijing-Shanghai high-speed railway.
The whole project lasted for nearly 4 years and consumed 4.7 million tons of steel, more than 27 million tons of cement, and 120 million tons of sand and gravel. The concrete consumed is enough to pour four Three Gorges Dams.
At a design speed of 350 kilometers per hour, it spans the four major water systems of the Haihe, Yellow, Huai and Yangtze Rivers, which is enough to compress the running time of trains from Beijing to Shanghai to 4 hours.
It is like a strong artery, welcoming 54 provinces in China's three major municipalities, and radiating 11 cities along the line with a population of over one million.
Between China's Bohai Rim Economic Circle and the Yangtze River Delta Economic Circle, it carries the flow of people, information and capital at a high speed, connecting cities and towns, and cities and towns.
Data show that in February 2013, the total number of passengers transported by the Beijing-Shanghai high-speed rail exceeded 100 million for the first time; by 2021, this number has exceeded 1.3 billion.
Lu Yajing was once a member of this high-speed train.
As a flight attendant at that time, she deeply felt the impact of high-speed rail on people's travel.
She still remembers a passenger who frequently traveled from Shanghai to Beijing to express such emotion, "It used to take more than 20 hours to travel from Shanghai to Beijing, but after the opening of the Beijing-Shanghai high-speed rail, the time was shortened to four or five hours. Sitting is also more comfortable. , the seat spacing in the car has become larger, and the space is more spacious..."
Especially in the Spring Festival, the changes are more obvious - in the annual Spring Festival tide, high-speed rail has gradually become the main force of the Spring Festival.
During the Spring Festival in 2013, railways across the country sent more than 240 million passengers, of which more than 67 million took high-speed rail; in 2015, railways transported nearly 300 million passengers, of which more than 100 million took high-speed rail.
"The customs and traditions of going home and reuniting during the Spring Festival have prompted people to migrate around the time of the Spring Festival. The transportation is under enormous pressure, and it is difficult to buy tickets and travel continuously, which often push the railway to the center of the whirlpool of public opinion. With the high-speed rail In the future, the problem of hard-to-get votes has been greatly alleviated." Lu Yajing said.
Rapid expansion of road network
Service quality has jumped in an all-round way
Lu Yajing noted that in recent years, the scale of my country's high-speed railway network has been expanding rapidly.
As early as 2008, my country's "Medium and Long-Term Railway Network Planning" proposed the construction of "four vertical and four horizontal" passenger dedicated lines, with the target speed of passenger cars reaching more than 200 kilometers per hour.
In 2016, on the basis of the main framework of "four vertical and four horizontal", the newly revised plan proposed to form the "eight vertical" channels such as coastal, Beijing-Shanghai, etc. for the supplementary high-speed rail network.
In July 2017, the Baolan high-speed rail, the final work of the "four vertical and four horizontal" high-speed rail network, was officially opened, making the operation of the east, central and western high-speed rail interconnected; Entering Tibet, Fuxing has historically achieved full coverage of 31 provinces, autonomous regions and municipalities... From "Four" to "Eight", as the high-speed rail network becomes denser and covers more and more, the connection between cities is also increasing. closer.
According to the newly revised "Medium and Long-Term Railway Network Planning", one of the planning goals for the construction of high-speed rail network is to achieve a 1-4 hour traffic circle between adjacent large and medium cities, and a 0.5 to 2 hour traffic circle within the urban agglomeration.
After the high-speed rail network is established, the distance between Beijing-Tianjin-Hebei, Yangtze River Delta, Pearl River Delta, Bohai Rim and other urban agglomerations has been further shortened.
At the same time, the radiation and driving effect of high-speed rail on regional economic development is becoming more and more obvious.
"Since the 18th National Congress of the Communist Party of China, 31,000 kilometers of new high-speed railways have been put into operation in my country. At present, the mileage of high-speed railways has exceeded 40,000 kilometers, accounting for more than 70% of the world's total, and has reached 93% of cities with a population of more than 500,000. 'Four verticals and four horizontals' The high-speed rail network has been fully completed, and the 'eight vertical and eight horizontal' high-speed rail network is formed." On June 10 this year, the relevant person in charge of the State Railway Administration revealed at a press conference.
Lu Yajing has left a lot of footprints on this high-speed rail network.
She has worked in the industry for 17 years, and has experienced 68 spring, summer, autumn and winter, more than 3,000 days and nights, and she has traveled through Beijing South-Shanghai Hongqiao, Beijing South-Qingdao, Beijing South-Pingtan, Beijing South-Hangzhou East... Feel the railway working environment, Management models and passengers have changed dramatically.
Taking the ticketing process as an example, my country has built the world's largest 12306 railway Internet ticketing system, and the ticketing process has been continuously simplified.
In 2010, at the beginning of the official launch of the 12306 online ticketing website, although passengers could book tickets in advance online, they still had to spend time queuing up for tickets; Inland high-speed railways and intercity railways have achieved full coverage of electronic passenger tickets, and only one ID card can be used to enter the station, saving a lot of time.
"In the past, it was necessary to queue up to buy tickets, check tickets at the entrance of the train, check them one by one, and exchange tickets after arriving at the station. Convenient, fast and effective. In the past, there were still passengers smoking on the train, which polluted the environment; now high-speed rail cars are strictly prohibited from smoking, and basically no one will smoke on the train. In the past, there were few power sockets in the trains, and there were many bad ones; now each row of seats has one Power sockets are convenient for passengers to use. In the past, the environment of the carriages was noisy and noisy; now the high-speed rail has silent carriages. In the past, the high-speed rail lacked entertainment facilities; now the high-speed rail is equipped with a TV to broadcast the culture along the way.
"In the past, passengers lost their belongings and it was difficult to find them; now the video recorder restores the scene, which can quickly help passengers find the lost items and contact passengers as soon as possible. Now Fuxing has a handheld high-speed rail wifi, scan the QR code on the seat, Passengers can buy local specialties in the car.”
"High-speed rail passengers have also changed from 'migrant workers' to 'travelers'. People take high-speed rail no longer just to make a living, but to enjoy life. More and more people choose high-speed rail to travel, and high-speed rail is a 'land flight' ' is deeply rooted in people's minds."
...
Talking about the changes of my country's high-speed rail over the years, Lu Yajing is familiar with it.
However, as the conductor of the train, Lu Yajing felt the deepest feeling of the service quality of high-speed rail. "The quality of high-speed rail depends not only on public facilities, but also on humanized services. In the past 10 years, the service quality of high-speed rail has also jumped in an all-round way."
Lu Yajing's crew is called the "Jing Mu Nuan Yang" crew, and the average age of the crew is 25 years old.
Before each flight, she will organize all the crew members to line up for roll call, check the appearance and dress of the flight attendants, convey the precautions for this flight crew work, and carry out business study before the flight, including memorizing passenger knowledge, service standards, and operating procedures, to be precise. Out of the main trunk line stops, time, fares, etc.
They need to get on the train in advance, thoroughly clean the environment in the carriage, check the status of train fire-fighting equipment and various spare parts; they also need to participate in various emergency drills to simulate various emergencies and improve their emergency response capabilities; during the epidemic prevention and control period , and regularly wipe and disinfect the facilities and equipment in the carriage, remind passengers to wear masks correctly at any time, and promote epidemic prevention knowledge.
"We are high-speed train attendants, and our service level represents the highest level of service on the train, so we must ensure that we provide smiling service to passengers and care about passengers." This is what Lu Yajing will emphasize in every meeting before departure. content.
"After the passengers get on the bus, our work has just begun. Each team member has to go back and forth in each carriage, check the tickets, handle the passengers' demands, and be ready to serve the passengers at any time. If you don't see me when you get on the bus, then I will definitely It's on the way to your car." Lu Yajing said with a smile, as long as you travel with the car, it is not a problem to count 20,000 to 30,000 steps a day on WeChat.
Business capabilities continue to increase
Serve passengers wholeheartedly
Passenger service seems simple, but it is not an easy task to do well.
The conductors deal with all kinds of passengers all year round and often encounter unexpected situations.
During one trip, a one-and-a-half-year-old girl suffered from convulsions and weak breathing due to a high fever.
In the face of an emergency, Lu Yajing immediately looked for medical workers through the radio and instructed the conductor to bring the medicine box.
After I found a doctor, I found out that the child had viral meningitis and the purpose of this trip was to go to Beijing for treatment.
Parents said that the child had a brief fainting phenomenon before getting into the car.
After knowing the details, Lu Yajing realized that the child's condition was very critical and she could not delay for a moment. She needed to race against time to take back the child's life from the god of death.
Under her emergency coordination, the 120 ambulance rushed to the station through the green channel as soon as possible. The child was taken away by the medical staff and finally turned the corner.
"Faced with the unexpected situation that day, I was also very nervous and scared. At that time, I was the mother of a 5-year-old child, and I felt the same way. But I am still a high-speed rail person and a train conductor, and my professional mission and job responsibilities also require I must be calm, brave, and strong." Thinking back on that scene now, Lu Yajing still has lingering fears.
Lu Yajing's calmness in the face of danger was cultivated in normal times.
"When I first started working, because I was not familiar with the process, I was in a hurry with many things. I even cried secretly a few times because the passengers didn't understand." Lu Yajing recalled with a smile.
But her unyielding character made Lu Yajing cheer up quickly.
Under the leadership of the master, she learned the train operation procedures over and over again, learned ticket checking skills, and learned to organize bedding.
When she is not at work, she follows her master and sums up her experience.
Skilled and excellent business ability has enabled her to establish prestige among the team members and win the trust and recognition of the team members.
At the same time, as the conductor of the train, she is also strict with every crew member.
Lu Yajing's crew will go to new train sections every once in a while. They need to constantly adapt to the new environment and new partners; they need to constantly update their business knowledge to help passengers solve difficult and urgent problems.
During a ride, a passenger wanted to transfer at Xuzhou East Railway Station to Shanghai Railway Station. Due to the short parking time at the station, the passenger asked Lu Yajing for help.
Soon, she contacted Xuzhou East Railway Station to find out the location of the parking platforms of the two trains, arranged for the passenger to wait for the subsequent transfer in car 8, and reminded the passenger to pack their luggage in advance and take the transfer elevator immediately when the train arrived at Xuzhou East Railway Station. There was a race against time; at the same time, she used the radio to notify the train captain of the Shanghai Bureau to buy time for the passenger, and finally, within less than 10 minutes of the departure of the two trains, the passenger successfully caught up with the transfer train.
"This requires the flight attendants to have high coordination and adaptability." Lu Yajing said, so she will often organize some simulation activities in the flight crew to continuously enhance the relevant capabilities of the flight attendants.
In order to further improve the service quality of the team and optimize the on-site operation, Lu Yajing also used the preparation time to organize the flight attendants to learn the new version of the operation instructions for the second team of the high-speed railway, simulate the service process of the first-class seat of the business seat on site, and use professional service terms.
In order to further provide convenience services, the "Jing Mu Nuan Yang" team also prepared a convenience service box, which contains more than 20 kinds of convenience items, including chargers, sewing kits, masks, disinfection gel, Band-Aids, nail clippers and other items.
"We will provide children's books for children, provide private space for breastfeeding women, provide key services for the elderly, blind and passengers with limited mobility who ride alone, introduce safety precautions in the car, help passengers solve practical difficulties, and guide them to the bathroom. , deliver water and meals, handle handover with the station attendant, facilitate exiting the station, and escort passengers to travel safely with practical actions." Speaking of the service content, Lu Yajing talked endlessly.
Every flight attendant in Lu Yajing's team has all kinds of small cards in their hands.
On the way of the high-speed rail, they will use these cards to introduce the tourist attractions and surrounding traffic conditions to the passengers, so that the passengers can have a new understanding of the stations they are about to arrive at or speed through, and better appreciate the scenery along the way.
There are many things that are moved by tourists.
Once, just after the train departed from Beijing South Railway Station, a passenger had difficulty breathing due to physical discomfort.
After Lu Yajing comforted the passengers, she immediately broadcasted to look for medical personnel. Many people came to the passenger's carriage in unison, including medical staff, old Chinese medicine practitioners, and other passengers with emergency medicine. Symptoms are relieved.
"This kind of spirit of support from all sides in times of difficulty makes me think it is a kind of great love. There will be many similar things on the train, and there will always be many people who come forward and help each other." Lu Yajing said.
The spirit of service is passed down from generation to generation
China's high-speed rail creates new glory
As the conductor of the train, Lu Yajing is well aware of the burden of "passing and leading" on her shoulders.
Like a big sister, she explained the knowledge points of the flight attendant industry and the experience of solving unexpected problems to the flight attendants in her team; she repeatedly taught the flight attendants to protect their own safety and focus on the needs of passengers.
Li Ran is a flight attendant in the "Jing Mu Nuan Yang" team. He has been working on the high-speed rail for two years and has been traveling with Lu Yajing.
She still remembers the experience when she first got out of the car.
That time, the train was delayed on a large scale, and many passengers pulled Li Ran to ask the reason for the delay and asked for an explanation.
Li Ran was very flustered, and even a little incoherent when answering passengers' questions.
Fortunately, Lu Yajing's voice sounded on the radio in time. She methodically arranged the work after the delay, and asked everyone to tell the passengers the reason for the delay.
Afterwards, she rushed to the carriage, patted Li Ran on the shoulder, said softly "I'm coming", bowed down, and explained the reason to the passengers.
Immediately afterwards, she contacted the passenger dispatcher to arrange emergency meals, delivered meals to passengers on a car-by-car basis, and apologized on a car-by-car basis.
"What Captain Lu brings to the passengers and us is more reassurance. In this team, under the words and deeds of Captain Lu, I learned a lot of work skills and ways to deal with emergencies." Li Ran said.
For Zhou Jie, who just transferred to the second team of the high-speed rail this year, Lu Yajing is like a big sister who helps him quickly adapt to the working mode of the high-speed rail and is full of energy at work.
"Once the child had a fever and needed to go on a ride, when Captain Lu found out, he told me that the child's health was the most important thing, so he immediately asked the team for leave for me, so that I could take the child to see a doctor with peace of mind." Under the care and concern of our entire team, our team has become more and more tacit, and the working atmosphere has become more and more active."
Hearing everyone's comments, Lu Yajing was a little shy. She smiled and said to the reporter: "Actually, I didn't do much, but more rely on the team members' own understanding and feelings of serving passengers. I will tell you some of the experiences I have explored in practice, and apply them to practice to provide passengers with a better and better travel environment."
This kind of work spirit has also won her many honors: the advanced producer of Beijing Bureau Group Co., Ltd. in 2020, the advanced individual of the "Three Guarantees and Three Achievements" special labor competition in 2020, and the "Two Perseverance and Two Realization" special labor competition in 2021. outstanding person……
Although it has benefited tens of millions of travelers, for the service industry, it may be the family that owes the most.
As more and more people choose to travel by high-speed rail, especially during holidays and Spring Festival travel, it is common to be temporarily transferred to work.
How many starry nights, Lu Yajing still shuttles in a car, just to ensure the safety of passengers; how many days of family reunion, she still sticks to her post, just to escort the passengers home safely.
Once, Lu Yajing dragged her tired body to patrol the carriage after having been on duty for more than ten hours in a row.
An elderly traveler said earnestly, "Daughter, take a break, you have worked hard." Hearing this sentence, Lu Yajing's heart filled with warmth, and most of the tiredness on her body was relieved.
Fortunately, she has a happy family, an understanding husband, and a lively and lovely son.
As soon as she gets out of the car after work, Lu Yajing will spend all her time with her family, take basketball lessons with her children, and go out to play with her family of three.
"Although the child is young, he already understands the meaning of my work. He will point out the news related to the high-speed rail on TV and can't wait to share it with others - my mother works on it." Talking about his son , A satisfied smile appeared on Lu Yajing's face, "Although the high-speed rail sometimes makes me and my family farther apart, it makes China 'smaller' and people's hearts are closer."
From 0:00 on June 20, the third-quarter train operation map of the national railway began to be implemented.
At noon that day, Lu Yajing received a call from her son when she was on a trip, and told her excitedly that she had just seen a "high-speed rail like wind" on TV.
In this new picture, the newly opened Zhengyu high-speed railway has become a bright spot.
As an important part of my country's "eight vertical and eight horizontal" high-speed rail network, the Zheng-Chongqing high-speed rail passes through Henan, Hubei, and Chongqing, connecting many tourist attractions such as the Roof of Central China, Shennongjia, and the Three Gorges of Wushan.
With the opening of this line, several pairs of EMU trains have been added to the direction of Chengdu and Guiyang via the Xiangwan section of the Zhengyu high-speed railway in the Yangtze River Delta region, making the distance between the Yangtze River Delta, the Central Plains urban agglomeration and the "Great Southwest" suddenly shortened. .
Among them, the fastest journey from Zhengzhou to Chongqing is 4 hours and 23 minutes.
This marks the further improvement and expansion of my country's "eight vertical and eight horizontal" high-speed rail network.
Every time she hears the news that my country's high-speed rail has refreshed its achievements, Lu Yajing will be excited for a long time. She firmly believes that the development of my country's high-speed rail will get better and better in the future, and miracles will be created one after another.