Abstract: It is of great significance to improve the humanized service level of rail transit stations for enhancing the attraction of rail transit. In view of four special situations and special group, and combined with the typical problems existing in the humanized service of railway stations in Chongqing main urban area, this paper puts forward relevant improvement suggestions from the perspective of national friendly and improving the fault tolerance ability of various facilities. These four special situations refer to the following: passengers travel in bad weather, change travel direction after swiping card out of station, go to toilet after swiping card out of station, and recharge ticket before swiping card out of station. The research of this paper enriches the methods and means of improving the humanized service level of railway stations.

Key words: urban rail transit, rail station, humanization, service level

摘要： 提升轨道交通车站人性化服务水平对于增强轨道交通方式的吸引能力具有重要意义。结合重庆市中心城区轨道车站人性化服务存在的典型问题，针对乘客恶劣天气出行、刷卡出站后改变行程方向、刷卡出站后如厕、刷卡出站前充值补票4种特殊情况及特殊人群，从提升各类设施、设备的容错能力和全民友好角度出发，有针对性地提出相关改善建议，以充实和丰富轨道车站人性化服务水平提升的方法与手段。

关键词: 城市轨道交通, 轨道车站, 人性化, 服务水平