ICS93.080 CCSQ84 3203 徐州市地方标准 DB3203/T1051—2024 城市轨道交通客运服务规范 Servicespecificationforurbanrailpassengertransport 2024-04-19发布 2024-05-01实施 徐州市市场监督管理局  发布 DB3203/T1051—2024 I目次 前言..................................................................................II 1范围................................................................................1 2规范性引用文件......................................................................1 3术语和定义..........................................................................1 3.1乘客passenger..................................................................1 3.2运营单位operationprovider.....................................................1 3.3服务人员servicepersonnel......................................................1 3.4服务设施servicefacilities.....................................................1 3.5客运组织passengertransportorganization.......................................1 4服务要求............................................................................1 4.1基本要求........................................................................1 4.2行车组织........................................................................2 4.3乘客服务........................................................................2 5服务保障............................................................................3 5.1服务人员........................................................................3 5.2设施设备........................................................................3 5.3标示标识........................................................................4 5.4环境卫生........................................................................4 5.5安全应急管理....................................................................5 6服务质量管理........................................................................5 6.1服务质量承诺....................................................................5 6.2服务质量监督与改进..............................................................5