-
旅客列车乘务员实用英语
列车长服务用语
一、语言
1
．
（组织旅客乘降）
面带微笑
“
您好，
请问您是几号车厢？
**
号车厢请向前
/
后走。<
/p>
直臂式手势。
英文：
Hello. Which coach are
you in? The No. ** coach please go
ahead/backward.
2
．
（遇有领导）
“**
领导您好！我是
***
次列车长，欢迎您检查指导工作。
同时双
目注视领导，
“
请您随我来，
您请上车。
”
引导手势。
英文：
I am the conductor of the
Train No. **. Welcome for inspecting and guiding
our
work! This way please.
3
．
（纠正违章）
先敬礼
“
您好！
请您到
***
处吸烟，
那里容许吸烟，
< br>谢谢您的合作！
”
英文：
hello. Would you please
smoke in ***? Thank you for your cooperation.
4
．
（遇有旅客询问）
“
您好！请问您有什么事情需要我帮忙吗？
”
< br>
英文：
Hello. What can I do
for you?
5
．
（列车进站台
）列车长整队并站在队伍中间位置，右手提包口中要有口号，使
队伍整齐统一。
二、举止
1
．
（站台遇领导）敬军礼。
（右手五指并拢提至眉间，面带微笑，双目注视领导，
时间停顿
1-2
秒）
2
．
（领导伸出握手时）配合动作：立即摘手套，迎合领导握手时用力不要过大
，
时间不宜过长
（大约停滞
3
秒左右）
站在靠近车厢一侧，
为领导引路运用直
臂式手势，
注意走路不时回看领导位置，调整自己的走速。走到车门口面向领导站立运用
请进手
势将领导引导上车。
总体要求做到：面带微笑，用规范的手势
用语，组织旅客
乘车，妥善安排重点
旅客，耐心解答旅客问讯，语言轻柔亲切，队有需要的旅客主动帮扶。重点旅客上车
时（外宾，领导）亲自陪同安排。
1
乘务员服务用语
二、开车欢迎词
简单（
中文）
：各位女士、先生晚上好！很高兴为您提供服务，欢迎您乘坐我们
列车，祝各位旅途愉快！谢谢！
英文：
Good evening ladies and
gentlemen. Welcome to
take our train
and
it
’
s our
pleasure to provide service for you.
Wish you a pleasant trip! Thank you.
三、中途作业
清理茶桌语言：
“
对不起，打扰您了，我清理一下，谢谢。
”
英文：
Excuse me.
May I do some cleaning please?
包房旅客订餐时语
言：
“
您好，是需要定餐吗？请把需要的饭菜告诉我，我来帮<
/p>
您联系。
”
英文：
Excuse me. Do you need
the reservation service? Please tell me the dishes
you
like and I will contact for you.
旅客餐车点餐时语言：
“
您好，是需要用餐吗？您请坐，这是菜单，您看需要什
么饭菜？
”
英文：
Hello.
Please take your seat. Here is the menu. What
would you like to order?
上菜时语言：
< br>“
这是您点的
×
×
×
×
，您点的菜齐了，您请慢用。
< br>”
英文：
Here are
the dishes you have ordered. Please enjoy
yourself.
餐后告别语言：
“
您吃好了，您请慢走，欢迎您再次光临。
”
英文：
Thanks for your drawing
in and welcome to come again.
< br>车内售饭语言：
“
您好，您需要套餐吗？（如不要）对不
起打扰了！
”
英文：
Excuse me! Would you like
a package meal? Sorry for interrupting
you.
2
列车广播服务用语
（一）正常情况广播用语
1
、始发通告
主要内容
：欢迎词、列车运行区间介绍、担当乘务组介绍、安全卫生提示、服
务项目介绍、途中运行时刻及停站介绍、祝词。
范例：
中文：
旅客朋友你好，
欢迎乘坐由
***
站开往
***
站的
***
次列车，
***
铁路局
*
**
列车段××车队×组的同志将竭诚为您提供服务。
上车后请您对号入座，并将随身携带的行李物品安置好。列车设有大件行李存
< br>放处，贵重物品请妥善保存。旅客朋友们，为了我们大家的安全，请不要携带易燃
烧或爆炸的物品乘车。
有吸烟的旅客请到
*
号吸烟车厢
，
并将烟蒂熄灭后放进烟盒
内。带小孩的旅客，请照看好您的小孩，注意安全。<
/p>
为了更好地为您服务，每个座位都配有列车服务指南，请您仔细
阅读。
英文：
Good
morning/afternoon/evening!
Ladies
and
Gentlemen:
Welcome
aboard
train*** from ***
station to *** station! The crew members of team*,
Train number** ,
**passenger train depot, ***Railway
Administration will be sincerely at your
service
！
You are
expected to take your seat in accordance with the
ticket and
well deposit
your luggage and items. Bulky luggage
storage is available on the train. Please leave
your
valuables
under
attendance.
To
ensure
your
safety,
please
do
not
bring
inflammable
or
explosive
articles
on
board.
Smoking
is
only
allowed
in
the
smoking
coach
No.*
and
cigarette stub should be put into the
ashtray after being extinguished. Please take care
of
your children.
The train
Service Guidebook is available at your seat for
your reference. Please read
it
carefully.
（
送餐及旅客信息采集按规定宣传）
本
次列车全程运行××千米，×小时×分，中途停车站有：
***
、…、
***
，请
3
您注意收听广播到站通告。
列车运行
前方停车站
***
站，到站时间
***
。
旅客朋友们，预祝大家旅途愉快！
英文：
The total length of our
journey is **km and will take *hours and *minutes
to
destination, passing by the
***station, ***station. Please be attentive to the
broadcast for
arrival announcements.
The next station is ***. The arrival
time is ***.
Wish you a pleasant
trip!
2
、中途通告用语
（范例）
（
1
）通告站名
到站前：
中文：旅客朋友你好，列
车运行前方停车站××车站，到达××车站的时间是×
点×分，停车×分。在××车站下
车的旅客，请您整理好行李物品，到车门口等
候下车。等列车停稳后按顺序下车，
（
双门时：
请下车的旅客携带好行李物品，等
列车停稳后从×门下车）
。
英文：
Ladies and
gentlemen, the next station is *** and the train
will arrive at ***,
stopping for
*minutes. Passengers to get off at ***station,
please pack up your luggage,
wait
by
the
door
and
get
off
in
proper
order
after
the
train
’
s
complete
stabilization.(passengers to get off at
***station, please pack up your luggage and get
off by the * door after the
train
’
s complete
stabilization.)
开车后：
中文：旅客朋友你好，欢迎
乘坐本次列车，列车运行前方停车站××站，到达
××站的时间×点×分。
英文：
Good
morning/afternoon/evening! Ladies and Gentlemen:
Welcome aboard!
The next station is ***
and the arrival time is ***.
（
2
）服务
通告
4
中文：旅客朋友你好，用餐时间到了，列车将为大家提供免费（早、午、晚）
餐
，
请您及时回到自己
的座位上等候
,
把小桌打开准备就餐。
(
用餐后请将餐盒放入
垃圾袋内，不要放在地板上，谢谢您的合
作
)
如您有特殊就餐或购物需求欢迎前往
*
号车厢选购。
英文：
Ladies and gentlemen,
it
’
s time for meal. The
catering service on the train is
free.
Please wait by your seat and put down the tray
table in front of you.(After your meal,
please put the snack box in the rubbish
bag instead of on the floor, thank you.)
You are also welcomed to choose your
favorite food and do some shopping in coach
No.
*
.
3
．终到站前
：
（范例）
中文：旅客朋友你好，列车运行前方是本次列车终点站××车站，到达××车
站的时间是
×点×分，请您整理好行李物品，准备下车。
感谢您一路上对
我们工作
的支持与协作，下次旅行再会！
英文：
The next station is the
terminus of our journey: the *** station. The
train will
arrive at ***. Please pack
up your luggage and prepare for getting off. Thank
you for your
support and cooperation
during the journey. See you next time!
（二）非正常情况广播词
范例：
1
．广播找人
中文：旅客朋友请注意，现在广播找人。从××站上车到××去的×××旅客，
听到广
播后，请您到×号车厢去，有人找。
英文：
Attention please!
Mr./Mrs./Miss/Ms.*** who got on the train at ***
station
leaving for ***. Please go to
coach No.
*
. Some one is
waiting for you there.
2
．失物招领
中文：旅客朋友请注意，刚才有位旅客（
乘务员）拾到××，是哪位旅客丢失
的，请到××去认领。
5
英文：
Attention please! Anyone
who has lost a *** please go to *** for claim.
3
．认领孩子、寻找小孩
中文：旅客朋友请注意，列车上有一名×岁左右的小男（女）孩与家长走散了。
小孩身穿××衣服，现在×号车厢，请孩子的家长听到广播后，到×号车厢去认领。
英文：
Attention
please!
A
×
-year-old
boy/girl is
looking for
his/her parents.
The
boy/girl is wearing a
×
×
and is now in coach
No.
*
. Parents please come
here soon.
4
．请医找药
中文：
旅客朋友请注意，
现在列车上有位旅客得了急病
（有位孕妇快要分娩了）
，
由于列车上没有随
车医务人员，哪位旅客是医务工作者，请到×号车厢协助诊断治
疗（接生）
。谢谢。
（旅客朋友，现在列车上有位旅客生病了
。经医生诊断，需要××（药品）进
行治疗，哪位旅客随身带有这种药品，请您给予支援
。谢谢。
）
英文：
Ladies
and
Gentlemen,
may
I
have
your
attention
please?
There
is
an
emergency here. (A pregnant passenger
on board this train is going to give birth to a
baby
very soon.) Beca
use the
train’s medical staff is not available, could
anyone who happens
to
be
a
medical
doctor
please
come
to
the
No.
×
coach
to
help
the
patient
(the
baby
delivery)? Thank you very much.
(Ladies and Gentlemen, there is an
emergency here. An ill passenger on board this
train has been identified by the doctor
and he needs medical treatment with
×
×
medicine
now,
could
anyone who is
taking
this
medicine
with
you please offer help? Thank
you
very much. )
5
．临时停车
中文：旅客朋友，列车现在是临时停车，还没有到站，请大家不要下车。
英文：
Ladies and Gentlemen, the
train is making a temporary stop now and has not
arrived at the station, so please don’t
get off the train.
6
．因故停车
6
中文
：旅客朋友请注意：由于……
（说明原因）
，有关部门正在组织
抢修。列车
在车站要停留×个小时左右（列车要暂时在本站停留，开车时间还没有确定）
。列车
停留期间，大家的吃饭、喝水等生活问题，我们会妥善安
排，请旅客们放心；希望
大家保管好自己的行李物品，防止丢失或被别人拿错；同时，希
望旅客之间要发扬
团结友爱的精神，照顾好老年人和小朋友；下车散步的旅客，要注意车
站开车通告，
请不要远离车厢，更不能穿越轨道或钻车底，以免发生意外
。请各位旅客协助我们
维持好车内秩序。
英文：
Ladies and
Gentlemen, because …, the department concerned is
organizing a
rush repair now. Therefore
the train will stay at this station for about
×
hours. (The train
will
temporarily stay at this station, and the
departure time has not been fixed yet.) During
the
stay
period,
we
will
provide
catering
to
you.
Everyone
please
keep
an
eye
on
your
baggage
in case of being lost or mistaken by others.
Meanwhile, we hope you take good
care
of
each
other,
especially
the
old
people
and
children.
The
passengers
who
get
off
train for
a walk please notice the train departure
announcement at the station. Please
d
on’t
leave far away from
the coach, and don’t walk across the track or go
under the train for
fear of accidents.
Everyone please help us to keep order in train.
7
．列车晚点
中文：旅客朋友你好，我是本次列车列车长，列车运行前方停车站××车站，正
点到站
时间×点×分，列车现在大约晚点×小时×分。因列车晚点给您的旅行造成不
便，
在这里我代表铁路部门向您表示诚挚的歉意，
我们工作人员将努力为您
提供服务，
同时，请您给予谅解。
（大雾、水害、沙尘暴、线路
中断、下雪、设备故障）
英文：
Ladies and Gentlemen,
welcome on board. I’m the chief conductor of the
train.
Our train will arrive at
×
×
station, and the arriving
time is ×
:×
by the
timetable. However,
the
train
will
be
×
hours
and
×
minutes
late.
On
behalf
of
the
railway
department,
I
apologize to you for the
inconvenience of being late. Our train crew will
make great efforts
to
provide
services
to
you
and
hope
for
your
understanding.
(heavy
fog,
flood
disaster,
sandstorm,
interruption on track, snow, equipment breakdown)
8
．组织赶点
7
中文
：旅客朋友你好，为了争取恢复正点，列车到站要缩短停车时间。在××
站下车的旅客，
请提前作好准备到车门口等候下车。下车散步和购买食品的旅客，
不要远离车厢，注意开
车铃声，铃响立即上车。
英文：
Ladies and Gentlemen, our
train will shorten the stopping time at stations
in
order to restore punctuality.
Passengers who get off the train at
×
×
station please get ready
to wait at the train door, and who
decide to get off the train for a walk or to buy
some food
please don’t leave the coach
far away.
Please pay your attention to
the ring of departure,
and get on the
train as soon as the bell rings.
9
．列车停运
中文：旅客朋友你好，由于前方线路发生故障，列车运行到×站后要停止运行。
现在向
大家介绍列车停运的有关规定：
（
1
）如您到前方终止旅行，请您到
**
车
站（终止旅行站）办理退票手续。
（
2
）如您愿意返回发站，可以免费送回，并在发站退还有效车票的票价；如您
返回中途站要求停止旅行
，退还己收车票票价与
发站至停止旅行站的车票票价差
额。
（
3
）
愿意在发站、
< br>停运站、
返回中途站等候继续旅行的旅客，
请注意车站公
告，
凭原票在通车
10
天内恢复旅行。
以上向大家介绍的是列车停运的有关规定。
英文：
Ladies and Gentlemen,
there is some breakdown on the front line, so the
train
will stop running when it arrives
at ×station. Now, I’d like to introduce to you the
rules of
train suspension:
(1) If you decide to cancel your trip
when the train stops, you can return your ticket
at the ** station (suspension station)
and get your immediate full refund.
(2) If you decide to go back to the
departure station, we will send you back for free,
and refund your ticket fare at the
departure station. If you decide to go back and
get off
the train at a midway station,
the price difference between your original ticket
fare and the
new ticket fare charged
from the departure station to the midway station
will be refunded
to you.
(3) If you decide to continue your trip
at the departure station, the suspension station,
8
or
the
midway
station
back
to
the
departure
station,
please
pay
attention
to
the
station
announcement. Your original ticket can
be used within 10 days after the train’s reopening
to traffic.
That’s all for the rules of train
s
uspension.
10
．绕道运行
中文
：
旅客朋友你好，由于前方线路发生故障，不能通行，
本次列车需要变更
经由
××等站开往本次列车终点站××车站。
现在，向大家介绍列车绕道运行的有关规定：
（
1
）
到××站下车的旅客请
注意，
由于列车绕道运行，
前方不再经过这些车站，
如您愿意等候继续旅行
，请注意车站公告；如您
要停止旅行，请到车站办理退票手
续；如您要返回原发站，铁路将免费送回，并在原发站
退还有效车票栗价。
（
2
）
到××站的旅客，
可凭原票乘坐本次列车，
绕道到达原站，
票价不补不退，
在绕道运行
中不能退票。
（
3
< br>）绕道运行中，旅客不能中途下车。
以上向大家介绍的是列车绕道运行的有关规定。
英文：
Ladies and Gentlemen,
there is some breakdown on the front line and the
train
cannot pass through. Therefore
our train needs to change to pass by the stations
of ×
×
to
the
terminal station of ×
×
.
Now, I’d like to
i
ntroduce to you the rules of train
detouring:
(1)
Passengers who would
get
off the train
at
×
×
station
please pay attention that
the train will not go through these
stations anymore. If you decide to wait and
continue your trip, please notice the
announcement at the station. If you decide
not to travel, you can return your
ticket at the station, and we will give you an
immediate full refund. If you decide to
go back to the original departure station,
we
will
send
you
back
for
free,
and
refund
your
ticket
fare
at
the
original
departure station.
(2)
Passengers
who would
get
off the train
at
×
×
station
can still use the original
ticket and will arrive at the
destination station after a detour, no refund for
any
9
overpayment and no supplemental payment
for any deficiency. During the train
detouring, the ticket cannot be
returned.
(3)
During the detouring, no one is allowed
to get off the train.
11
．中途提示（可在列车滚动屏使用）
（
1
）请您看管好自己的行李物品，贵重物
品请随身携带。
英文：
Please
keep your luggage well, and take valuables with
you.
（
2
）为了您和他人的健康
，请不要在列车上吸烟。
英文：
For the sake of yours and
other people
’
s health,
please don’t smo
ke in the
train.
（
3
）本次列车是动力
快速列车，运行速度比较快，您在车内行走时请注意安全。
英文：
This train is the power
fast-speed train with fast running speed, so
please watch
out while you are walking
in the train.
（
4
）
为保持铁路沿线的卫生，
这趟新型客车的厕所采用真空集便器，
这里特别要
提醒大家不要把杂物扔到便器里，
< br>以保证设备的正常使用，
谢谢。
（根据列车设备
的实际情况）
英文：
Vacuum toilet is applied
in this train in order to keep sanitation along
the railway
line. Please
don
’
t litter into the
toilet, so as to ensure the normal use of the
equipment.
Thank you. (According to the
actual situation of the train equipments)
< br>（
5
）当您出入车厢、厕所、开关车门时，请注意不要把
手扶在门缝处，以防把手
挤伤。
英文：
When walking
through the coaches or entering the toilet, please
pay attention
not to get your hands
shut in the door and get hurt.
（
6
）
带小孩的旅客要照看好
小朋友，
不要让小朋友在车厢内来回跑动或到车门口
去玩。
英文：
Please take
care of your children and don’t
allow
them to run around in the coach
or play
at the door.
（
7
）珍
爱环境，举手之劳，请您将吃剩下的果皮、快餐盒放在垃圾袋内，以保持
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