In a recent interview, Ke Chunqiu, the Deputy Party Secretary of the Passenger Service Department at the Jinhua-Wenzhou Railway Company, emphasized the critical role of passenger guidance and support during the busy National Day holiday. As travelers crowded the station, preparing to board train K1396, Ke was fully engaged in conducting pre-departure checks and assisting passengers.
Having joined the company in 1998, Ke boasts over 26 years of dedicated service. She vividly recalls a particularly tough winter in 2008 when heavy snowfall severely impacted the K328 train route from Wenzhou to Guangzhou. What should have been a 23-hour trip stretched into a grueling 99 hours for her team. As the relentless snow continued to fall and travel times became increasingly unpredictable, passengers expressed their frustration with the staff. Despite the challenging circumstances, Ke and her team remained steadfast at their posts, helping to calm passengers’ anxieties and ensuring that everyone reached their destinations safely.
Since the full operation of the Jinhua-Wenzhou Railway commenced in 1998, the team has focused on enhancing travel experiences through innovative services like the “Love Treasure Box,” “Mother’s Station,” and the “Little Migrant Bird Volunteer Team,” all aimed at boosting customer satisfaction.
To further improve transportation and transfer services for workers, students, and families visiting relatives, Ke and her colleagues have actively studied passenger flow data at various stations along the route. They’ve implemented over ten suggestions to optimize train schedules, addressing the travel challenges faced by those living near the railway and making it easier for them to return home.
Ke leads a dedicated team of more than 500 crew members, all committed to enduring long journeys and maintaining a constant presence on the road. Like a close-knit family, these crew members look up to Ke, contributing quietly to the vibrant community of train services that embodies responsibility and dedication.
For these train crew members, what many would find challenging is simply routine. During floods, snowstorms, and typhoons, they see party members stepping up as what many refer to as “the most beautiful challengers.” Over the past 26 years, they have safely transported around 200 million passengers, managed over 15,000 emergencies—including health crises involving young children and pregnant women—and received more than 40,000 letters of appreciation. Their outstanding service has earned them numerous accolades, including the national “Red Flag Train” title.
The story of these crew members begins with individual dedication and evolves into a collective achievement that reflects their growth alongside the times. They personify the beauty of the Jinhua-Wenzhou Railway, symbolizing resilience and grace. Their years in the railway industry have cultivated a strong will, transforming the winding railway into a testament to their deep compassion. The crew continues to mentor successive generations of team members, creating a “beautiful train” across the expansive railways while honoring the 75th anniversary of New China’s founding with their unwavering commitment.
