今年春运期间，铁路部门推出了一项暖心举措：老年人可通过电话订票。这一服务主要面向不会使用智能手机或互联网的60岁以上老年人群体，旨在帮助他们更便捷地购买火车票，顺利返乡或出行。根据中国国家铁路集团有限公司发布的通知，老年人只需拨打12306铁路客服热线，按照语音提示选择“老年旅客订票”专席，即可由人工客服协助完成车票查询、预订、支付及取票等全流程操作。为保障服务质量，铁路部门已对客服人员进行专项培训，并在高峰时段增派人力，确保老年旅客能及时获得帮助。此外，铁路部门还保留了车站人工售票窗口，并设置“爱心通道”和优先服务标识，方便老年人现场购票或办理相关业务。此举不仅体现了对老年群体的关怀，也是推动交通服务适老化改革的重要一步。随着数字技术快速发展，许多公共服务逐步线上化，但老年人面临的“数字鸿沟”问题不容忽视。此次电话订票服务的恢复与优化，正是回应社会关切、提升全民出行体验的具体体现，也让春运更有温度。
During this year’s Spring Festival travel rush (Chunyun), China Railway has introduced a thoughtful new service: seniors can now book train tickets by phone. This initiative primarily targets travelers aged 60 and above who may not be comfortable using smartphones or online platforms, aiming to help them purchase tickets more easily for their journeys home or elsewhere.According to an announcement from China State Railway Group Co., Ltd., seniors simply need to call the 12306 railway customer service hotline and follow the voice prompts to access a dedicated “senior passenger ticketing” line. Trained staff will then assist them through the entire process—including checking schedules, booking tickets, making payments, and arranging ticket collection.To ensure high-quality service, railway authorities have provided specialized training for customer service representatives and increased staffing during peak hours. In addition, manned ticket counters remain available at stations, complemented by “priority lanes” and clear signage to support elderly passengers with in-person bookings or other needs.While digital transformation has streamlined many public services, it has also widened the “digital divide” for older adults. Restoring and enhancing phone-based ticketing demonstrates a responsive and inclusive approach—making travel more accessible and the Spring Festival journey warmer and more humane for everyone.
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