High-speed rail failure Hongqiao station thousands of people stranded six problems torture railway response mechanism

A row of “red letters” of the Beijing-Shanghai high-speed rail train all show “undecided late”. Xinmin.com reporter Yuan Rong Hong Qiao station return

The information desks at both ends of the waiting hall are also crowded with passengers stranded due to train delays. Xinmin.com reporter Yuan Rong Hong Qiao station return

On July 12, due to the failure of power supply equipment near the Beijing-Shanghai high-speed rail Suzhou, Shanghai Hongqiao station experienced a large-scale delay in starting and thousands of passengers were stranded at Hongqiao station. Most of the passengers stated that the emergency situation of the Hongqiao station needs to be improved in the event of an unexpected situation.

Question one: No seats have been changed

At 16:30, Xinmin.com reporter met with Miss Li who rushed to Beijing to meet at the Hongqiao station. She purchased a first-class seat ticket for the G20 train. According to the timetable, it should start at 16:00. The tickets are expensive and I didn't expect delays like aviation."

Ms. Li immediately went to the information desk to consult and the passengers reported that they could change other flights. However, they did not guarantee that they had seats. They only allowed her to try her luck. Therefore, Miss Li guided the passengers down to the ticketing window of the ticket hall. The staff member stated that when the shift was reopened, it was uncertain whether or not there were any seats. It is suggested that Ms. Li should wait at the ticket window, once there is more than one ticket. Help him change the sign.

After waiting for half an hour and still no fruit, Ms. Li chose to refund her ticket. She said that the reason for choosing the high-speed rail was to be on time. “I will not sit in the future,” and Miss Li went to Hongqiao Airport.

Question 2: No arrangements have been made for the number of feeders after arriving at the delay

Miss Lei and her party arrived in Shanghai on the Beijing-Shanghai high-speed rail from Beijing South Railway Station. Since they arrived late, they did not catch the train from Shanghai to Jinhua West.

Miss Lei said that because the normal refund time has passed, no one can answer questions such as whether they can refund their votes or change their visas.

Question 3: The train suddenly went away after a delay of 3 hours

Mr. Li told reporters that the G226 train was supposed to be on the train. Originally, the train should start at Hongqiao Station at 1405 hours. Waiting for more than three hours of departure, he asked the passengers when they had left the car three times. The other said that they did not clear. At 16:50, he again asked about the departure time. The passenger said that after 17:00, he decided to go to dinner first because of the nearby meals. At 17:10 came back and found that the G226 train had left at 17:00.

Mr. Li suggested that it is not enough for Hongqiao Station to communicate through information alone. The noisy site can't be heard clearly, and the information of the passengers is lagging behind. It is suggested that the passengers can notify the relevant passengers about half an hour after the start of the journey, and they can also inform the passengers by using signs and other methods. Mr. Li complained that "Beijing-Shanghai high-speed rail is a three-high, high fare, high failure, high issues."

Question 4: Passengers are too difficult to find information is not uniform

Miss Song who went to Zibo purchased the G234 train. It was supposed to distribute the car at 16:32. After discovering a large delay in the Beijing-Shanghai high-speed rail, she did not find G234 departures at the relevant ticket gates. The ticket gate only had volunteers wearing red clothes, but he did not know the departure time and there were no other tickets near the ticket gate. Passengers.

Near the departure, she came to the information desk and the passenger said that the G234 train was on time. However, at 18:40, there were still no start at G234.

Question 5: There are no special service measures for old and sick

The reporter met Ms. Liu, who was carrying the child, at the A11 ticket gate. She told reporters that she was on the G226 train that dispatched the car at 14:05, and arrived at Hongqiao Station at 13:00. It had waited for more than two hours.

Ms. Liu said that during the waiting time for departure, the passenger did not tell when to start the car, nor did she give her any help, such as changing the VIP waiting room or providing drinking water.

Question 6: Refunding, revising and not guiding logo

Luo, a passenger, told reporters that after the delay, the waiting room broadcast did inform about the delays, but “how to solve the problem” did not elaborate. There are no obvious signs in the ticket gates and waiting halls to inform passengers what to do. Passengers are confused about where the refunds are and how to change them. All the consultation pressures are “accumulated” to the information desk, or to the on-duty station director’s office. The passengers are naturally hard to deal with.