On December 3, 2024, on the occasion of International Day of Persons with Disabilities, BJMTR, in collaboration with the Beijing Accessible Environment Construction Promotion Center, conducted the "Travel with Love, Travel Companionship" employee service training. The training focused on the daily travel needs of elderly passengers, as well as those with visual, hearing, and mobility impairments, thoroughly exploring the difficulties and issues they face when traveling on the metro. The goal was to further standardize service processes, optimize service details, and improve all-age-friendly services. Leaders and employees from the Beijing Accessible Environment Construction Promotion Center, BJMTR, and other relevant organizations, as well as representatives of disabled passengers, participated in the training.
Starting from the travel needs of passengers, empathetically understand the travel difficulties faced by people in need
To further enhance the service level of metro staff for elderly and disabled passengers, BJMTR invited service experts from professional organizations and training specialists from the Beijing Sign Language Research Association to conduct specialized training for nearly a hundred BJMTR staff representatives. The training covered basic sign language, communication skills, service posture, and other aspects, aiming to improve service details and standards.
Immersive experience to gain a firsthand understanding of accessible metro services
To help employees gain a deeper understanding of the travel needs of different groups, this training also incorporated immersive experience sessions based on the actual situations of elderly, blind, and wheelchair passengers. This allowed employees to shift from the role of helpers to that of recipients, fostering emotional and cognitive resonance, and enabling them to gain a more profound understanding of the significance of the service.
Kevin Kiang, Deputy General Manager of BJMTR, stated that this year marks the 15th anniversary of the opening of the first line of BJMTR. Over the years, we have adhered to the principle of "Safety First, Excellent Service" and have actively focused on passengers' needs. Through continuous improvements, including the renovation of accessible facilities, optimization of signage, and specialized service training, we have consistently enhanced the travel experience for passengers with various needs. As an essential part of the city's public transportation system, the metro carries millions of passengers daily. It is crucial for us to understand the diverse needs of our passengers, build communication platforms, and collect their suggestions to continuously enhance the "soft power" of metro services. He emphasized that improving passenger service cannot rely solely on one-time training, but requires every employee to integrate care and responsibility into their daily work, continuously refining service details and contributing to the creation of an all-age-friendly metro travel environment.