空铁旅客联运服务质量要求 Quality requirements of air﹘rail intermodal passenger transport service  ICS  03.220.01 CCS  R 01   中华人民共和国国家标准 GB/T 45695—2025 2025-05-3 0发布 2025-07-0 1实施     国家市场监督管理总局 国家标准化管理委员会 发 布目　　次 前言   ·····································································································   Ⅲ 1     范围   ··································································································   1 2     规范性引用文件   ······················································································   1 3     术语和定义   ···························································································   1 4     服务场所及设施设备   ·················································································   2      4.1     空铁旅客联运服务功能区   ········································································   2      4.2     票务值机服务设备   ···············································································   2      4.3     信息服务设备   ····················································································   2      4.4     导向系统   ·························································································   2 5     基本要求   ······························································································   2      5.1     联运服务方案制定   ···············································································   2      5.2     非正常联运处置   ·················································································   3 6     票务服务   ······························································································   3      6.1     票务系统   ·························································································   3      6.2     票务查询   ·························································································   3      6.3     售票   ······························································································   3      6.4     退改签   ···························································································   3 7     行李服务   ······························································································   3 8     信息服务   ······························································································   3 9     投诉服务   ······························································································   4 参考文献   ··································································································   5 GB/T 45695—2025     Ⅰ 前　　言 本文件按照GB/T 1.1—2020《标准化工作导则　第1部分：标准化文件的结构和起草规则》的规 定起草。 请注意本文件的某些内容可能涉及专利。本文件的发布机构不承担识别专利的责任。 本文件由中华人民共和国交通运输部提出。 本文件由全国综合交通运输标准化技术委员会(SAC/TC 571)归口。 本文件起草单位：交通运输部科学研究院、中国东方航空股份有限公司、中国民航科学技术研究 院、中国民航大学、北京交通大学、中国铁道科学研究院集团有限公司。 本文件主要起草人：姜景玲、闫超、刘新、汪健、陈硕、龚露阳、庄洲洋、孟蔚然、刘颖、周雪、 钟山、欧阳杰、张俊杰、李亚桥、聂磊、佟璐、单杏花、赵楠。   GB/T 45695—2025     Ⅲ 空铁旅客联运服务质量要求 1　范围   本文件规定了空铁旅客联运服务场所及设施设备、联运服务方案制定、非正常联运处置、票务服 务、行李服务、信息服务、投诉服务的要求。 本文件适用于空铁旅客联运服务业务。 2　规范性引用文件   下列文件中的内容通过文中的规范性引用而构成本文件必不可少的条款。其中，注日期的引用文 件，仅该日期对应的版本适用于本文件；不注日期的引用文件，其最新版本（包括所有的修改单）适用 于本文件。 GB/T 10001.1　公共信息图形符号　第1部分：通用符号 GB/T 10001.3　公共信息图形符号　第3部分：客运货运符号 GB/T 10001.9　公共信息图形符号　第9部分：无障碍设施符号 GB/T 15566.1　公共信息导向系统　设置原则与要求　第1部分：总则 GB/T 15566.2　公共信息导向系统　设置原则与要求　第2部分：民用机场 GB/T 15566.3　公共信息导向系统　设置原则与要求　第3部分：铁路旅客车站 GB/T 17695　印刷品用公共信息图形标志 GB/T 20501（所有部分）　公共信息导向系统　导向要素的设计原则与要求 JT/T 1109　旅客联运术语 JT/T 1247　综合客运枢纽导向系统布设规范 MH/T 5059　民用机场公共信息标识系统设置规范 TB/T 3509.2　铁路运输标识　第2部分：客运 3　术语和定义   JT/T 1109界定的以及下列术语和定义适用于本文件。 3.1　 空铁旅客联运　air﹘rail intermodal passenger transport 通过民航和铁路两种运输方式完成的，一次性付清民航和铁路客票费用的旅客连续运输。 3.2　 空铁旅客联运服务提供方　air﹘rail intermodal passenger transport service provider 为旅客提供空铁联运服务的运输生产及保障单位。 注：空铁旅客联运服务提供方包括航空公司、铁路公司、民用机场、综合客运枢纽等。 3.3　 非正常联运　abnormal intermodal transport 由于空铁旅客联运服务提供方或不可抗力因素等原因，造成联运旅客或行李无法按协议约定到达目 的地的联运过程。 [来源：JT/T 1109—2017，6.5，有修改] GB/T 45695—2025     1 4　服务场所及设施设备  4.1　空铁旅客联运服务功能区   4.1.1　提供空铁旅客联运服务（以下简称“联运服务”）的铁路车站、民用机场和综合客运枢纽的空铁 换乘区域应在换乘通道进出口、地面交通中心等位置设置联运服务功能区。