The service tenet of Futian Bus Terminal

From design, construction to operation, Futian Bus Terminal adheres to the purpose of "passengers first, service first", starting from both hardware construction and operation services, and strives to create advanced facilities, clear processes, and services. A high-quality and passenger-satisfying passenger terminal has formed four distinct service characteristics: The main structure of the hub station building where Futian Bus Station is located has the sixth floor. The design arranges a parking area for social vehicles, a waiting hall for long-distance buses, and bus connections. Multiple functional areas such as stations, tourism, and intercity bus departure areas. After getting off the long-distance bus, you can directly enter the hub station and transfer to taxis, buses or subways. The straight-line transfer distance for each mode of transportation does not exceed 150 meters, allowing passengers to achieve seamless three-dimensional transfers.

To the north of the hub station, there is a leisure station square with an area of ??more than 6,000 square meters for passengers to relax and wait for buses, while to the south is a vehicle station square for various means of transportation to enter and exit the station. This construction concept truly separates passenger flow from vehicle flow and achieves non-intersecting ministerial requirements.

The station *** has 27 ticket windows to serve passengers, and a comprehensive service office is also set up to provide passengers with consultation, guidance, small luggage storage and other services.

The station is equipped with flight schedules, mileage price lists, luggage price lists, operating route maps, passenger instructions, prohibited items posters, passenger message boards, bulletin boards, waiting area maps, and TVs as required. Electronic touch inquiry systems such as aircrafts, clocks, waiting seats, trash cans, fire-fighting equipment, driver and passenger suggestion boxes, and aircraft and train timetables greatly facilitate passengers. On July 1, 2009, the Shenzhen Airport (Futian Bus Station) city terminal was opened, which further enriched the service functions of the station. Futian Bus Station always adheres to the service concept of "people-oriented, customer-oriented", standardizes business management and improves service quality, and provides passengers with safe, comfortable, convenient and fast high-quality passenger transportation services.

As early as 2000, Futian Station was committed to exploring international management and passed the IS09000 quality management certification to standardize station management, service models, and job processes.

In order to ensure service quality, Futian Bus Station insists on issuing about 200 "Service Quality Feedback Forms" every quarter. Through recycling statistics, the passenger satisfaction rate has reached 95%.

In order to meet the needs of modern life, the station is also committed to the admission standards for inbound shuttle buses. At present, more than 61% of the daily departures at Futian Station are luxury shuttles with full high-speed dedicated lines, and the average departure density at the station is nearly every minute. It provides safe, comfortable, convenient and fast transportation services for the majority of passengers, and has won the trust of the society. of praise. The station has made full use of modern information technology, installed a variety of electronic intelligent systems, and is working on accurate IC card electronic registration and security inspection systems. The extensive application of information technology provides passengers with convenient and fast services.

The station is equipped with an advanced station management system, including ticketing, dispatching, ticket checking, settlement and other functions. The new station service system pilot project organized by the Provincial Transportation Bureau was launched on June 8 this year, making Futian Bus Station the first passenger station in the province to implement the province's unified station service system.

The station also releases shuttle bus information through the Shenzhen Passenger and Freight Center website. The station’s unified customer service hotline is 95000, which greatly facilitates passengers’ inquiries. Futian Bus Station strictly follows the "Safety Standardization" formulated by the Shenzhen Municipal Transportation Commission, and safety management starts from the source.

The station strictly implements the "three no-enters" (that is, flammable, explosive, corrosive and other dangerous goods are not allowed to enter the station, irrelevant personnel are not allowed to enter the station, and irrelevant vehicles are not allowed to enter the station) and the "five no-exit" Station" (i.e., overloaded buses will not leave the station, buses that fail routine safety inspections will not leave the station, drivers whose qualifications do not meet the requirements will not leave the station, passenger buses with incomplete certificates will not leave the station, and buses that do not leave the station without signing the exit registration form will not leave the station) ) system, and a luggage security checkpoint is set up at the entrance of each waiting room to check and block "three goods" such as flammable, explosive and dangerous goods to ensure the safety of passengers' lives and property.

When vehicles leave the station, the station strictly implements exit ticket inspection and safety release measures, and adopts a method of camera archiving to combat on-board crimes. The cameras mainly capture vehicle numbers and passenger portraits, which has a deterrent effect.

Since the construction of the station, no safety accidents have occurred so far, and it has been awarded the honor of Advanced Safety Unit by the transportation department for many consecutive years.