The reporter learned from China Railway Group Co., Ltd. (hereinafter referred to as "China Railway Group") that from September 20, 2024, the railway department will implement new rules for key passenger transportation services such as elderly, young, sick, disabled, pregnant, etc., further scientifically allocate resources, standardize service processes, improve relevant rules, and make key passenger travel more warm and convenient. The relevant person in charge of the Passenger Transport Department of China Railway Group introduced that in recent years, the railway department has continuously improved the transportation system and service system for key passengers, effectively enhancing the level of railway public services and the travel experience of key passengers. In 2023, a total of 919000 special key passengers were booked by 12306 customer service centers nationwide, a year-on-year increase of 163%. At the same time, the demand for travel services for key passengers is showing a diverse trend, and it is necessary to unify, standardize, optimize and improve the transportation services for key passengers. To this end, the railway department has unified and standardized the relevant rules for key railway passenger transportation services, clarifying the standards, content, and methods for providing high-quality services. One is to clarify the service targets and scope. The service targets key passengers such as the elderly, young, sick, disabled, pregnant, and special key passengers who need to rely on assistive devices for movement; The service scope includes various aspects such as railway ticketing, entry, waiting, boarding, and exit, covering various scenarios of railway travel. In order to provide more accurate services, special key passenger services have been expanded and subdivided into services for unaccompanied elderly passengers, unaccompanied pregnant passengers, visually/hearing-impaired passengers, wheelchair/stretcher (vehicle) mobility impaired passengers, and passengers carrying guide dogs, and service measures have been formulated for each category. The second is to clarify the service content and standards. Key passengers can enjoy priority security check, priority verification, priority ticket checking, guidance services, and use accessible ticket windows, key passenger waiting rooms, mother and baby rooms (nursing rooms), accessible restrooms (third restrooms), and accessible service facilities. Railway staff will also provide free wheelchairs, stretchers (cars), and follow-up care services inside the train for special key passengers, providing convenience for disabled people to carry guide dogs. The third is to standardize the appointment application process. Special key passengers holding valid railway tickets can apply for reservations through online channels such as the Railway 12306 website (APP), Railway Smooth Code, 12306 customer service hotline, or offline channels such as station 12306 service desk, comprehensive service center, and train conductor. When making reservations, relevant travel information, service needs, and valid proof materials must be submitted. The time limit for passenger reservations has been further relaxed, from "within 72 hours before the departure of the train at the station" to "6 hours before the departure until the pre-sale period". For those who are less than 6 hours before driving, they can apply on-site at the 12306 service desk or comprehensive service center of the station. The processing time is generally no later than 60 minutes before driving. After receiving the appointment application, the railway department will promptly review and process it, and provide feedback on the acceptance status. Those who meet the conditions will provide high-quality services according to regulations. Fourthly, standardize station and train service measures. Special key passengers who have successfully applied for an appointment must bring valid proof materials to arrive at the designated passenger meeting point in advance. After verifying the relevant materials and information, the station staff will provide corresponding services according to the needs and hand over the handover to the train staff. In the event of a sudden injury or illness that causes inconvenience in movement for a passenger, or when it can be intuitively determined that the passenger has a physical disability or other special circumstances, relevant proof materials may not be provided. When special key passengers who meet the service conditions are found during the operation of the passenger train, the train staff will provide appropriate services in a timely manner and notify the destination station to do a good job in service, and send the passengers to the appropriate exit. Fifth, optimize service guarantee facilities. Continuously promote the construction and renovation of accessible travel environments and maternal and child facilities, standardize accessible environments, facility renovations, service guarantees, and information services, optimize software and hardware facilities such as accessible windows, passages, bathrooms, nursing rooms, and information technology construction, and equip them with assistive devices such as wheelchairs and stretchers. Set up 12306 appointment passenger meeting points in prominent locations at the station for easy identification and search. Railway 12306 comprehensively optimizes the relevant functions of the special key passenger reservation service system. The railway department reminds that the specific handling process of railway special key passenger services can focus on the FAQ of "Railway 12306" and the travel guide of "China Railway" official microblog and WeChat official account. To better experience the online reservation service, passengers are requested to complete the railway 12306 APP version update and upgrade as soon as possible. (New Society)