My Spring Festival travel rush story： the most beautiful smile in the waiting room

CCTV News:The Beijing West Railway Station is still brightly lit in the middle of the night, and passengers are carrying big bags and small bags to their respective destinations in the crowded crowd. For Wang Linna, the captain of "036" who serves key passengers, her night shift has just begun.　

"Looking for’ 036′ in difficulty" is a warm word circulating in the waiting room of Beijing West Railway Station, and it is also a solemn promise of several generations of "036" passengers. Over the past fifteen years, the inheritors of "036" have been devoted to their posts, provided practical services, and practiced the service tenet of "treating passengers like relatives" with actions. As a new generation of successors, Wang Linna led the energetic "036" team and won the praise of thousands of passengers with sincere service.

"036" Team of Passenger Transport Class C　

From one person to a group.

"036" was originally the name tag number of Li Shuzhen, a passenger attendant at Beijing North Railway Station in 1970s. She was sincere and enthusiastic, and was praised by many passengers. In 1998, the second generation of "036" passenger attendants and Beijing model workers — — Song Minjuan transferred from Beijing North Railway Station to Beijing West Railway Station, bringing the excellent practice of "036" service, and the spirit of "036" began to take root in Beijing West Railway Station. In 1999, Beijing West Railway Station officially named the special waiting room for the elderly, young, sick, disabled and pregnant key passengers as "036". The fourth generation of "036" passengers, represented by Wang Fenglian, inherited and carried forward the spirit of "036" and "one heart, full of enthusiasm, to solve problems for passengers" of the older generation such as Li Shuzhen, Song Minjuan and Hu Zongying. Nowadays, Wang Linna, the successor of the fifth generation "036", is affectionately called "the most beautiful smile in the waiting room" by the passengers for his patient, meticulous and enthusiastic service.

Wang Linna serves key passengers.

Liu Yongxin is one of the many phone numbers of travelers who come and go to see a doctor in Wang Linna’s mobile phone.

In the summer of August, 2012, Wang Linna found Liu Yongxin who had just finished leg surgery. He was a national basketball player. Because of leg surgery, he missed the 2012 exam and failed to realize his dream of going to Beijing Sport University. At that time, Liu Yongxin was very depressed and lacked confidence in his future life, so Wang Linna comforted him to take good care of his illness and enlightened him to be optimistic. Before parting, Wang Linna also specially exchanged telephone numbers with Liu Yongxin. In the following three months, Wang Linna kept in touch with him and encouraged him to cheer up and face the future bravely like a big sister. On the phone, Wang Linna also promised that no matter how busy he was when he came to Beijing for reexamination, he would personally escort him on and off the bus.

In mid-October, Wang Linna was not on duty when he got a call from Liu Yongxin to Beijing again, and his two-year-old daughter was ill and hospitalized. There is no time to take care of the children at ordinary times, and I can’t accompany them when I am sick. Wang Linna, a mother, is very guilty. But when thinking of the passengers in need and his original promise, Wang Linna resolutely returned to the station.

A passenger wrote in her thank-you letter: "For my mother, who is seriously ill, your warm help is like a ray of sunshine, giving her infinite warmth." In this way, Wang Linna and her "036" team inherited and carried forward the traditional virtues of "036", moved forward together, solved difficulties with considerate service, warmed passengers with sincere care, and became smiling angels in everyone’s eyes.

The travelers became friends with them.

"036" passenger escort key passengers to the platform.

As the railway passenger station with the largest number of passengers in China, during the holiday transportation, the passenger attendants in the "036" waiting room often have to work continuously for 15 or 6 hours, but everyone never complains or shouts tired, and only leaves a bright copy to the passengers.

"036" passenger guides key passengers

On October 2, 2013, the waiting room of the Golden Week was overcrowded. From 8: 00 a.m. to take over, in less than half an hour, Wang Linna has already picked up three passengers in wheelchairs. "Can you take us to the train gate?" When Sheng Litang from Lianyungang made this request, he was slightly embarrassed and uneasy. His wife suffers from femoral head necrosis, and it is very inconvenient to go home by train after seeing the disease in Beijing. Wang Linna immediately found a wheelchair to help take the patient to the waiting room, and then comforted the husband and wife: "Please wait here first, and we will send you directly to the car, don’t worry."

As soon as the Shenglitang couple were arranged, Wang Linna welcomed five more tourists to Urumqi, including an 80-year-old grandmother and a 10-year-old child in a wheelchair. Wang Linna’s footsteps haven’t stood firm, and then he pushed the old man and led the family to set off. Only when I got to the platform did I know that the five passengers were not in the same carriage. Wang Linna patiently settled them in turn before leaving.

Thinking of Mr. and Mrs. Sheng in the waiting room, Wang Linna hurried to see the car off after a busy wheelchair trip. Knowing that they would come to Beijing for treatment, Wang Linna handed in a love contact card, reminding that every waiter would serve wholeheartedly when he came directly to the "036" waiting room at the West Railway Station next time.

Wang Linna Record Key Passenger Service Card

Willing to endure hardship and dedication is the consistent style of "036", and realizing the value of life in dedication is regarded as the standard by them. For them, tourists have become friends, even relatives. They have taken pains, regardless of fame and fortune, as long as they can harvest a smile and a greeting, it is enough.

Based on the needs of passengers, seeking development through innovation

"036" Innovative Invention of Electric Wheelchair

Today, Wang Linna and her team are not satisfied with the original service means and measures. On the basis of inheriting and carrying forward the spirit of "036 Four Hearts", they have created the "One-stop Service Law" and "Five A Work Law" in close combination with reality, which has made the spirit of "036" show new charm and made new development. At the same time, the "036" team made full use of the station and the official Weibo of "036" on the basis of on-site reservation and telephone reservation, and opened the online reservation service, which further facilitated the travel of key passengers.

On January 10th, 2013, a netizen named "Passing a colorful grandson in a dream" sent a message for help through Weibo. His name is Sun Long, a student who goes to college in Lanzhou and lives in Shenyang. Before the holiday, Sun Long’s right leg was accidentally broken, so it became a big problem to go home by train for the New Year. After receiving information from the official Weibo of Beijing West Railway Station, the "036" waiting room arranged the pick-up work in advance according to the specific boarding date and train number provided by Sun Long.

On January 13th, Sun Long took the Z56 train from Lanzhou and entered the platform. With the help of the conductor, Wang Linna successfully reached Sun Long in a wheelchair. Because Sun Long’s leg injury can’t be hit and shaken again, Wang Linna tried to keep his feet steady all the way to make him more comfortable in a wheelchair. After leaving the station, Wang Linna quickly contacted Beijing Railway Station and Shenyang Railway Station to help them arrange the transfer of Sun Long’s family. During the Spring Festival, Wang Linna received a short message from Sun Long, with deep affection between the lines, expressing his gratitude to all the staff who helped him. On February 20th, Weibo, the official of Beijing West Railway Station, received a message from Sun Long again. He will take the T75 train on the 24th and return to Lanzhou. On the same day, Wang Linna also received a short message from Sun Long, hoping to get him on the bus by Wang Linna. When I saw Sun Long again, his leg injury improved obviously, but he still needed a wheelchair to pick him up. At 3: 15 pm, Wang Linna received Sun Long at the entrance on the second floor and sent him to the door of the carriage smoothly. After arranging the berth, Sun Long said to Wang Linna, "Sister Wang, thank you. You passed on your warmth and love to me, and I will pass it on again!"

This simple sentence made Wang Linna very pleased.

Fifteen years is only a blink of an eye in the long river of history, but it is a growth history for the "036" team to stick to their posts and March forward courageously towards high standards and strict requirements. As time goes by, "036" has become synonymous with advanced title, and it is also a shining railway quality brand. (Propaganda Department of Party Committee of China Railway Beijing Bureau Group Corporation)