For many, service counter inside border railway station makes travel a bit easier

The waiting hall at Manzhouli Railway Station in the Inner Mongolia autonomous region seemed much busier on Monday, the eighth day of the 2019 Spring Festival travel rush.

To welcome the Little New Year that began the countdown to Spring Festival, He Longling and her colleagues extended their greetings with couplets and calligraphy of the Chinese character fu, which means happiness.

About 300 passengers received the gifts from He and her Golden Key Service Counter in the waiting hall. Originally an inquiry desk, the counter was upgraded in 2012 to improve service to passengers from home and abroad.

Manzhouli, a major land port located on the Chinese border with Russia and Mongolia, has welcomed numerous foreign passengers, especially since the Beijing-Moscow rail line was launched in 1954.

He, the head of the counter, said 16 excellent passenger stewards were chosen to staff it "after training in foreign languages, sign language and etiquette".

"Most of us didn't speak Russian or Mongolian before, which often caused communication barriers with foreign passengers," said the 35-year old, who has been a passenger steward at the station for 13 years.

The station invited professional Russian and Mongolian instructors to teach the staff and edit a handbook of 200 daily expressions in the two languages. Courses on social and international etiquette were also set up.

"We learned a lot about their national customs and taboos, and studying has become a lasting habit for all the members," He said.

Anastasia, a 25-year-old student from St. Petersburg, Russia, said she has been to the station many times since she began to study Chinese at a Beijing university three years ago.

"The train always stops for a few hours in Manzhouli, so I have a chance to rest in the station," she said. "At the service counter, stewards prepare books and various board games, and passengers can even ask them to broadcast a special song. I'm always attracted by the amazing Chinese culture, and the station makes me feel warm in China."

In 2012, a 15-square-meter infant care room was set up in the waiting hall to help mothers with their babies.

"There are two baby beds with clean bedding and a separate space for breast feeding," He said. "Some of my teammates are experienced mothers who can help the babies and so the mothers can relax a little on their journey."

The service counter also has information about traveling around the city and can help passengers book hotel rooms and order taxis.

He Longling can't remember how many times they've received calls, letters or gifts of thanks after helping passengers resolve various difficulties, such as finding a lost companion or tending to travelers who are ill.

"I still remember in the winter of 2017, after helping an elderly woman carry her heavy bag to the train, she took my hand and kissed it unexpectedly, which made me feel warm despite the extreme cold weather outside," she said.

"We named the service counter Golden Key because we hope it will be a powerful key in resolving all the difficulties that passengers are confronted with. We also hope to open the door to excellent service for passengers."

Contact the writers at zhouhuiying@chinadaily.com.cn