Heroes come from the people：A Train Attendant Born the 70s Witnesses Great Changes In the Past 30 Years

A Train Attendant Born the 70s Witnesses Great Changes In the Past 30 Years

朱敏在老式绿皮车上（上世纪90年代初）

楚天都市报极目新闻记者 潘锡珩

通讯员 肖冬桂 田峰 代好

翻译：方健琦 黄晓雯 樊坤铭（湖北大学）

Reporter: Pan Xiheng

Correspondents: Xiao Donggui, Tian Feng, Dai Hao

Translators：Fang Jianqi, Huang Xiaowen, Fan Kunming (Hubei University)

“今年春运是这三年来最繁忙的，我又找到了春运的感觉。”2月15日，今年春运最后一天，武铁武汉客运段乘务员朱敏对记者说。她今年将满50周岁，这是她站的最后一班春运岗。

“It is my last day on duty for the Spring Festival travel rush”. On February 15th, Zhu Min, a nearly 50-year-old attendant of Wuhan Passenger Depot of Wuhan Railway Department, told the reporter that, “the Spring Festival travel rush this year is the busiest in the past three years, it brings to mind the atmosphere of past travel rushes during the Spring Festival.” This is the last time of her on duty.

说起铁路乘务员，不少人想到的都是二十出头、年轻靓丽的“动姐”或者“动少”，很少有人注意到，在帽檐、护目镜和口罩的遮挡之下，有一些乘务员已年近五旬。

When it comes to railway attendants, for many, a young attendant in their early twenties comes to mind. Few people have noticed that under the cover of brims, protective glasses and masks, are attendants who are nearly 50 years old.

生于上世纪70年代的他们，有的人即将退休，刚刚过去的春运是他们职业生涯中最后一个春运。30多年一线客运工作中，他们经历过绿皮车、高铁动车等不同车型，见证并参与了铁路的大发展。日前，极目新闻记者走进武铁武汉客运段，聆听两位70后“动姐”讲述轨道上的青春故事。

These senior attendants were born in the 1970s, some of whom will soon be retired, making the passed Spring Festival travel rush the last in their careers. In their front-line work more than 30 years, they have experienced green slow-trains, high-speed train and other different train models, while witnessing and joining in the development of the railway. Recently, reporters of Jimu News came to the Wuhan Passenger Depot of Wuhan Railway Department, in order to listen to the stories of two 50-year-old attendants.

人手一把铲子上车 烧锅炉扫地连轴转

Attendants Board the Train with a Shovel, Help Burn the Boiler and Sweep the Floors

上世纪90年代，经济社会开始蓬勃发展，人们远距离出行需求大增，但受铁路运力限制，绿皮车不但条件十分艰苦，行驶速度也很缓慢。70后武汉客运段乘务员朱敏打了个比方：现在武汉到宜昌只要一个多小时，但在上世纪90年代，要整整一个晚上。

In the 1990s, the economy and society had began to flourish, and people"s demand of long-distance travel increased dramatically. However, due to railway capacity constrains, green trains not only were in bad condition, but also very slow. Zhu Min, a 50-year-old train attendant of the Wuhan passenger section, made an example of the green train: Now it only takes less than two hours from Wuhan to Yichang, but it took a whole night in the 1990s.

“那时候有票的、没票的，都拼命地想挤上车，丈夫从窗口给妻子递孩子是常事。尤其是南下方向的列车，趟趟爆满，连座椅下面都睡满了人。”朱敏1990年进入铁路工作当乘务员，那个年代，在改革开放的浪潮下，每年都有大量旅客在春节后南下打工，春运的列车一票难求。

She said, “People did all they could just to get on the train, regardless of whether they had a ticket or not. It was common for husbands to deliver their kids to their wives through the window. Especially for trains headed south, they were packed with people, with some even sleeping under the seats.” Zhu Min joined the railways as an attendant in 1990. At that time, with the trend of reform and opening up, a large number of passengers went south to work every year after the Spring Festival, and it was difficult to buy a train ticket during the Spring Festival travel rush.

车上没有空调，夏天靠开窗通风，冬天靠烧煤取暖。因此，每位乘务员很重要的一项工作就是围着锅炉打转。“上车前我们要自己找点火的引子，比如枯树枝、报纸、纸壳等，然后人手拿着一把铲子上车。在车上要不停地铲煤加进炉子，鼻孔、脸上经常有煤灰。”朱敏说，他们还要时刻关注锅炉的炉火情况，火苗太大了容易蹿出来有火灾隐患，火太小了则容易熄灭。她打趣道：“实在是一段灰头土脸的回忆。”

Ventilation could be only achieved by opening windows in summer, and coal for heating in winter because there was no air conditioning in the train. Therefore, one of the most important tasks of each attendant revolved around the boiler. Zhu Min said, “We needed to find materials to light the fire, such as branches, newspapers, paper shells, etc., and then get on the train with a shovel. We needed to constantly shovel coal into the stove in the train, and there was often coal ash in our nostrils and on our faces.” They always paid attention to the state of the boiler. If the flame was too big, it could easily spread to other objects and possibly cause fires. If the fire is too small, it would easily extinguish. She joked, “It is really a distressing but funny memory.”

除了烧锅炉，朱敏印象最深的是乘务员要自己做卫生。“那时候乘车时间长，旅客人数又多，在车上吃东西会产生很多垃圾。我们只要有空就会拿着扫帚和撮箕做卫生，像陀螺一样在车厢里来回转，不带停的。”

In addition to maintaining the boilers, Zhu Min also remembers vividly the attendants that had to do cleaning by themselves. She said, “At that time, the travel time was long and with a large number of passengers, eating on the train would generate a lot of garbage. When we had time, we would clean the carriage, and rotate back and forth in the carriage non-stop as we cleaned.”

从绿皮车干到动车 乘务工作从头学起

From Green Trains to Bullet Trains, Attendants Learn from Scratch

千禧年前后，武汉铁路部门陆续开行大量的“Z字头”直达车，夕发朝至开往北京等大城市。列车硬件条件变好了，服务标准也相应提升。给卧铺席位叠出高标准的被子，是许多乘务员记忆深刻的一个服务细节。

Around the millennium, Wuhan railway department launched a large number of “Z” trains, which start off in the morning and arrive at Beijing and other major cities in the evening. With the setups and devices of trains becoming better, their service standards have been improved accordingly. Many attendants still remember that they would fold high-standard quilts for the sleeper seats.

朱敏回忆道，夕发朝至的列车一般傍晚出发，但他们吃完午饭就要赶到车间提前做准备，一张张床单被套都需要他们铺陈一新。“我们的要求是被子要叠出棱角，向部队的标准看齐，旅客才有更好的体验。”

Zhu Min recalled, trains usually depart in the evening, but they had to rush to the workshop after lunch to prepare in advance. Every used sheet and quilt cover needs to be changed. “We are required to fold the quilt square-shaped and in line with army standards, so that passengers can have a better experience.”

再后来，继绿皮车、蓝皮车、红皮车后，全身雪白、拥有流线型车头的和谐号动车诞生了。2009年，合武客专、武广高铁先后开通，武汉铁路步入高铁时代，同为70后的肖三英成为武铁首批登上和谐号的乘务员。

Later, after green trains(normal train with no air conditioning), blue trains (express train, T-car), red trains (express train, air conditioning, K-car), the Harmony bullet train, with a snow-white body and streamlined headstock, was born. In 2009, the Hefei-Wuhan Passenger Dedicated Railway and Wuhan-Guangzhou High-speed Railway were opened successively, and Wuhan Railway entered the era of high-speed railway. Xiao Sanying, who was also born in the 1970s, was among the first batch of attendants of Wuhan Railway to board the Harmony train.

“那时我是很自豪的，因为只有经过层层选拔，才能到动车工作。”肖三英说，刚上岗时觉得一切都那么新鲜。当然，全新的工作标准也颠覆了她多年的习惯：仪容着装、服务礼仪、站姿坐姿、服务用语都有了新要求，工作内容也发生了变化，于是她一项项从头学起。

“I was very proud at that time, because only after several recruitment examinations could I work in the bullet train.” Xiao Sanying said, expressing she felt everything was novel in the begining. Certainly, the new work standards also forced her to change her habits of many years. She now had to abide to new requirements regarding appearance and dressing, service etiquette, standing and sitting posture, and service terms, and her work content had also changed, so she had to learn from scratch.

肖三英举例说，以前乘务员负责车内卫生，现在则由保洁员完成；以前乘务员要负责开关车门，现在由随车机械师和司机操作。“我们把更多精力放到了细致服务旅客上。”

Xiao Sanying gave an example and said that “the attendants were responsible for the maintaining sanitation in the train, but now it is done by the cleaners; and attendants opened and closed the door in the past, but now it is operated by mechanicians and drivers. Now we focus more on providing meticulous service to passengers.”

经过考核，肖三英后来当上了列车长，她带的许多学徒中，有二三十人也成长为列车长。她常常跟徒弟们讲述她当年的工作经历，感慨道：“现在的乘务工作环境变好了，但服务的标准也更高了。”她表示，各个乘务组都在争创示范班组，比如她就自己准备了“便民服务包”，内有充电宝、针线包、老花镜等物品。遇到旅客有需求，就及时给予帮助。

Through assessment, Xiao Sanying later became a train conductor. Among her apprentices, twenty or thirty people also became train conductors. She often told apprentices about her work experience, and expressed “the working environment is better now, and the service standard are also be higher.” She said that each attendant group is striving for the title of model team. For example, she prepared her own “convenient service pack”, which contains items such as power banks, sewing kits and presbyopic glasses, etc. When passengers have needs, she will offer help in time.

有了掌上智能助手，查票“悄无声息”

Checking tickets “Silently” with a Handheld Smart Assistant

“在没有实行售票实名制的时候，查票是我们很重要的一项工作。列车长带着车厢列车员一起行动，一个车厢一个车厢地推进，特别是卧铺车厢，要提前提醒旅客到站下车，避免睡过头。”肖三英回忆，一节车厢查票下来，无论哪个季节都是一身汗。有的旅客不理解、不配合，质问“进站检查过一次，为什么车上还要再查一次”，这个时候就要耐心细致地做好解释工作。

“When there was no real-name ticketing system, the important checking tickets mission falls on us. The conductor, along with the carriage conductor, inspect passengers" tickets one by one. Especially in the sleeping carriage, we should remind passengers to get off at the station in advance and so that they do not oversleep.” Xiao Sanying recalled that no matter which season, she was left sweating after checking the tickets. Some passengers didn"t understand and cooperate with us, and also asked “why did we have to check their tickets again while they were on the train when they had already been checked at the station”. At such times, the attendants patiently and carefully explain to the passengers the reason for such inspection.

后来，随着电子客票的推行，旅客再不需要取票，刷身份证、刷脸即可方便地进站，还不用担心车票遗失，“查票”这项传统工作也有了新的形式。

Later on, there was no longer a need for passengers to get their tickets and swipe their ID cards to go through the ticket-barrier. One can gain entry by face recognition without the fear of losing their paper tickets, and hence “inspection for tickets ” has equally changed.

肖三英告诉极目新闻记者，随着智能化手段的逐步完善，现在乘务员有了“聪明”的查票助手——手持交互系统终端机。看上去和普通手机无异，却功能强大堪称“列车百事通”。哪个座位已售票，售出的是哪个区间，哪个座位目前无人，后续会在哪站有旅客……海量信息全部轻松掌握。查票也不再需要轰轰烈烈地“集体行动”，只需有针对性地查看即可，既提高了工作效率，也减少了对旅客乘车的打扰。

Xiao Sanying told the Jimu news reporter, with the gradual improvement of technology, now the attendants have a ticket checking assistant -- handheld interactive system terminal. It resembles an ordinary mobile phone, but is powerful enough to know all the ticketing information. Which seat ticket has been sold? Where are specific passengers seated? Information such as this is now readily available and there is no need for attendants to check all the tickets. This change has not only improved the work efficiency, but also avoided disturbing passengers.

记者看到，现在乘务员随身装备形成标配：耳朵上有对讲耳机、胸前别着巡视记录仪、腰间挎着斜挂包……朱敏说，现在车上呼叫同事方便多了，不管在车头还是车尾，也不管是找保洁还是乘警，打开对讲马上就有回应。但回到20多年前，找人基本靠喊。

The reporter observed that all attendants are now equipped with a two way headset, patrol recorder, and messenger bag. “Now it"s much easier to call colleagues on the train, whether they are in the front or the back and whether we need to find cleaner or railway policeman.” Zhu Min said. “When you open the intercom, you get an immediate response. But 20 years ago, people were mostly found by calling out for their names.

年近五旬的乘务员，服务充满爱的温度

Nearly 50 year old attendant devotes herself serving the people

今年，肖三英49岁，朱敏将年满50岁。采访中两人都表示，多年乘务工作中，“年龄”有时是一种微妙的优势。

This year, Xiao Sanying is 49 years old, and Zhu Min is nearly 50. During the interview, they said that sometimes old age is a good thing as a attendant.

有一次，肖三英值乘从南昌到汉口的列车。刚上车不久她就从随车乘警处得知，要帮忙寻找一个离家出走的初中女生。原来，女生与母亲发生争执后，瞒着家里来武汉见网友。孩子母亲查到她上了肖三英的这趟车，于是通过警方辗转联系上了列车乘警和肖三英。女孩并不在她购买的座位上，肖三英一节节车厢、一排排座位地找，在列车快到庐山站时，终于在一个角落里找到了蜷缩在座椅上的她。一开始，女孩拒绝沟通，什么话都听不进去。而肖三英的儿子正巧也是刚经历青春期，她十分懂得怎样与“叛逆”的年轻人交流。于是，从庐山到武汉，肖三英一路陪伴她、开导她，最后帮她买了票，把她送上了回家的列车。

There was one time that Xiao Sanying was on duty in the train from Nanchang to Hankou. Soon after she took the train, she was informed by police officers to help find a runaway junior high school girl. It turned out that the girl had a dispute with her mother and came to Wuhan to meet her online friend without telling her family. The girl"s mother found her on the train in which Xiao Sanying was on duty, then she contacted the train police officers and Xiao Sanying through the police. However, the girl was not in the seat she had bought. Xiao looked from compartment to compartment through rows of seats in order to find the girl. As the train approached Lushan Station, Xiao Sanying found her curled up in the seat in a corner. At first, the girl refused to communicate and was deaf to advice. Xiao Sanying, whose son also has an act of rebellion, knew how to communicate with adolescents. So, from Lushan to Wuhan, Xiao Sanying accompanied her all the way, consoled her, and finally helped her buy a return ticket to home.

还有一次，朱敏在车厢里发现一位母亲独自带着两个孩子出行。便主动上前关心了几句，没想到对方啜泣起来。朱敏端来一杯热水，抽出一张纸巾递过去。对方见她是年长不少的大姐，于是吐露了内心的委屈。原来，女子是与婆婆吵架后，负气带着孩子准备离家出走。“婆媳关系是一门大学问，姐是过来人……”朱敏拉着她的手交心许久，终于解开了她的心结。

There was another time that Zhu Min found a mother traveling alone with her two children in a compartment. She talked with this woman out of concern, but did not expect the woman to start sobbing. Zhu Min brought a cup of hot water, took out a tissue and handed it to her. The woman felt that Zhu Min was kind, so she confided her difficulties to Zhu Min. Due to a quarrel with her mother-in-law, the woman was angry, and had run away from home with her kids. “The relationship between mother-in-laws and daughter-in-laws is quite complex, I know how to deal with it.” Zhu Min talked with the woman for a long time, and finally alleviated her emotional distress.

武汉客运段相关负责人表示，如今高铁动车上，绝大多数乘务人员都是20多岁的年轻“动姐”，但该段也有一批乘务员年近五旬依然奋战在一线。她们工作经验、社会阅历更丰富，一直努力把年龄变成自己的独特工作优势，他们的服务更加有温度。

According to an official from Wuhan railway department, most of attendants on the train are in their 20s, but there are some in their late 50s who are still working on the front line. They have more work experience, more social experience, and have been trying to turn their age into a unique working advantage, thus trying to devote themselves to the service of the people.

（来源：极目新闻）

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