高铁沿线突发事件中车站滞留旅客处置研究

高铁沿线突发事件导致的大规模列车晚点或停运会进一步传导引发车站旅客滞留。为建设高铁品牌,回应旅客权利诉求,避免车站衍生事故的发生,基于高铁沿线突发事件导致车站旅客滞留具有事件传导性、危机叠加性、处置迟滞性的特点,高铁相关部门需落实滞留旅客处置工作预案,健全安全综合治理的长效机制;推动各单位面对突发事件的应急联动,拓宽各路局间信息精准共享渠道;优化滞留旅客服务补救流程,制定统一的滞留旅客补偿标准,以期为高铁相关部门依法、高效、妥善处置车站滞留旅客事件提供应急策略,提高旅客对高铁客运服务的满意度。

Study on Disposal of Stranded Passengers in Emergency Stations along High-speed Railway

The large-scale train delay or outage caused by emergencies along the high-speed railway will further lead to the detention of passengers in the station,In order to build a high-speed railway brand,respond to passengers'rights demands and avoid station derivative accidents,bas-ed on the characteristics of event conductivity,crisis superposition and disposal delay caused by emergencies along the high-speed railway,relevant high-speed railway departments need to im-plement the disposal plan for stranded passengers and improve the long-term mechanism of com-prehensive safety management;Promote the emergency linkage of all units in the face of emerg-encies and broaden the channels for accurate information sharing among all bureaus;Optimize the service recovery process for stranded passengers and formulate a unified compensation stan-dard for stranded passengers.It is expected to provide emergency strategies for relevant high-speed railway departments to deal with the stranded passengers in the station according to law,efficiently and properly,and improve passengers'satisfaction with high-speed railway passenger transport services.