Yesterday, at the Beijing railway customer service center, the staff who answer” 12306 “hotline for travelers booking, consulting and other services. Reporters Rao strong photo
Yesterday, the Beijing Railway Customer Service Center 12306 for the first time open to the media. During the Spring Festival this year, the number of hosted customer service hub for the New Deal was finally unveiled.
answer the phone the first apology of unwritten rules
white wall behind a traffic to accommodate the 100 staff show in front of the hall. Busy, constantly typing on the keyboard from that everyone can see it in action; quiet, although visitors each customer in response to telephone inquiries, but only saw his lips moving slightly, hear loud noise.
6019 bit on the phone number, a tall and strong young man at the call center based in girls looked very garish. “Hello, Beijing railway customer service center.” Magnetic voice full of polite, a gentleman with an range of children. But that reporters come to interview, this young man hastened to fit hand bow, and waved his hand apologetically said, “Do Not Disturb.”
“do not increase network is it? Problem because we do not make you feel happy, on behalf of the railway sector apologize to you, but this problem has not a good solution, please try your patience more a few times. “does not evade, honest enough, reporters stopped to see how he solve this problem.
“We recommend that you press the button slower, because the system response is slow, you may want to confirm a key to a key if it is unable to get online, please call the telephone booking try 95105105.” Clearly, The operator called Hu Tao’s success to quell the anger of the microphone there. “I really want to thank you for your understanding and support!” Smile finish the sentence, Hu Tao gently put down the phone.
spring real name system since the implementation of the New Deal, many visitors encounter do not increase net, get through phone, charge no ticket pre-sale period is unclear and so on. The 12306 became a railway customer service center and complain all inquiries concentration. Center officials said, regardless of the phone over there and more excited, “answered the phone first, an apology” is an unwritten rule here.
system in the “resurrection vote” because a refund
the Spring Festival approaching, by the Railway Ticket pre-sale period, last year began December 19, Beijing Service Center received telephone passenger traffic surge, continuing to rise the amount of passengers incoming call. New Year’s Day holiday only three days, the number reached 66,818 incoming labor times, equivalent to the amount of incoming labor in December last year, 30%, it is artificial full month in November last year, nearly 1.2 times the amount of incoming call.
present day, from 6:00 to 23:30 Beijing center is the traffic peak hour the number of incoming labor in 1200 to 1600 times, with an average take a phone call every three minutes .
According to reports, the problem most of the Visitor Information and tickets for travel, including Internet and telephone ticket booking-related processes, the network could not charge booking tickets, documents required for real-name ticket system, Change a refund of real-name system and the relevant provisions of the ticket pre-sale period, student tickets available for sale and other issues. Among them, the refund shall not credited into account the recent complaints among the top ranking. In addition, the network do not increase net booking, phone booking get through phone, online ticket booking charge no gradual increase in such problems.
In addition, some passengers without a ticket before the system call to reflect, and later a “resurrection vote” issue. Interpretation of the railway sector, passengers booking tickets since they were showing no vote because, first, through the telephone booking passengers without the required time for the tickets, what are the ticket automatically return ticket database; two passenger tickets through the Internet on the Internet self-service refund, the car automatically return ticket ticket database; Third, the paid passengers can not travel due to special circumstances in advance for refund or altered tickets, the car automatically return ticket ticket database.
railway authorities also remind you that in a few hours after the peak booking can then call or the Internet, check whether there is such a refund there.
ticketing time until the next day 1
to increase rail transport security, railway authorities yesterday released a number of measures, including time to change the ticket website 12306 6 pm to 1 pm the next day.
1 4, the railway sector sold a total of 5.78 million tickets. Among them, the Beijing Railway Bureau, sold 712,000, the whole way through the Internet and telephone booking tickets sold 1.797 million, accounting for 31% of ticket sales. Although sales of extended, but spring is still the biggest bottleneck capacity shortage, votes short supply, some popular basic short selling tickets to the afternoon, the delay can only be easier to find basic services, trips, ticket amount and other information.
Internet and telephone ticket pre-sale period is 12 days, a large number of tourists from the two channels of purchase, the objective is also caused by the window corresponding reduction in the amount of the sale of tickets. Recently, visitors to reflect migrant workers, are not familiar with network applications, in book tickets obviously at a disadvantage, almost line up to buy the ticket window. In this regard, railways responded that telephone booking process is very simple, pre-sale period, the station ticket sale time is consistent with the network, travelers are not familiar with the network can try phone booking, failed to go to the window line. At present, the telephone booking ticket rate is not high, at least 30% of ticket sales system will return again for sale. Reporters can be coated with gold dew Fang
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