建立空铁旅客联运服务标准体系的思考

Reflections on the Establishment of Air-Rail Passenger Intermodal Transport Service Standard System

中国高速铁路和民航运输的快速发展,为大力发展空铁联运提供了坚实的基础,空铁旅客联运需求将快速增长。发展空铁联运能有效融合二者的运输网络,完善综合运输体系结构,提高中、长距离出行的覆盖范围和通达性,提升旅客全程出行效用。研究空铁旅客联运服务质量标准体系,有利于规范服务内容与流程、优化运输资源组合、评估服务质量水平。通过对国内外实例调研,依据标准体系的制定原则,提出服务标准体系的质量要求,包括设备设施规范、运营组织管理制度、联程票务服务、行李和信息服务,对完善综合运输体系的体制机制和开展空铁联运标准化服务具有重要意义。

The rapid development of high-speed railway and civil aviation transportation in China provides a solid foundation for the development of air-rail intermodal transport,and promotes the fast growth of the demand for air-rail passenger intermodal transport.The development of air-rail intermodal transport can effectively integrate the two transport networks,consummate the integrated transport system structure,enhance the coverage and accessibility of medium and longdistance travel,and improve the effectiveness of passengers'linked travel.The research on the service quality standard system of air-rail passenger intermodal transport is conducive to standardizing the service content and process,optimizing the combination of transport resources and evaluating the service quality level.Through research on cases at home and abroad,pursuant to the formulation principles of the standard system,the quality requirements of the service standard system including equipment&facility code,operation organization and management system,intermodal ticket service,baggage and information service are of great significance to the consummation of the institutional mechanism of the integrated transport system and the development of airrail intermodal standardized service.