LB/T 002—1995

preface

Tourism transportation is often called one of the three pillars of tourism. As an important part of tourism transportation, tourist cars, like tourist hotels and travel agencies, have become an indispensable basic service industry for the development of tourism in the country. The service quality of tourist cars is not only related to the development of tourism industry, but also to the reputation and external image of the country. This standard is hereby formulated to ensure that all tourist car companies in the country provide high-quality and standardized services for tourists.
This standard is formulated on the basis of referring to the enterprise service specifications formulated by major tourism automobile enterprises in China, and according to the current situation of tourism automobile enterprises in China. It is the technical basis for standardized management of tourism automobile enterprises.
Appendix A, Appendix B and Appendix C of this standard are standard appendixes.
This standard is proposed by the National Technical Committee for Tourism Standardization.
This standard is under the jurisdiction of the National Technical Committee for Tourism Standardization and is responsible for its interpretation.
This standard is drafted by Beijing Shouqi Group Co., Ltd.
Main drafters of this standard: Xing Botao, Tan Zhaoxia, Song Ruimin.

Tourism Industry Standards of the People's Republic of China
Service quality of tourist cars
　　 LB/T 002—1995
　　 Service quality of tourist coach

1 Scope
This standard specifies the basic quality requirements for tourist car services, including technical requirements for vehicle conditions, requirements for facilities and equipment, provision of services, and supervision and inspection of service quality.
This standard is applicable to all enterprises providing tourist car services nationwide.
2 Reference standards
The following standards contain provisions that, through reference in this standard, constitute provisions of this standard. When this standard is published, the versions shown are valid. All standards will be revised. All parties using this standard should explore the possibility of using the latest version of the following standards.

GB 1495-79 Allowable Noise of Motor Vehicles
GB 3798-83 Technical Conditions for Completion and Delivery of Automobile Overhaul
GB 3799-83 Technical Conditions for Completion of Automobile Engine Overhaul
GB 3842-83 Emission Standard for Idle Pollutants of Gasoline Vehicles
GB 3843-83 Smoke Emission Standard for Diesel Vehicles at Free Acceleration
GB 3845-83 Measurement Method for Idle Pollutants of Gasoline Vehicles
GB 3846-83 Measurement Method of Smoke at Free Acceleration for Diesel Vehicles
GB 5336-85 Technical Conditions for Bus Body Repair
GB 7258-87 Technical Conditions for Motor Vehicle Operation Safety
3 Definitions
This standard adopts the following definitions:
3.1 Tourist coach
To provide transportation services for tourist groups (persons), it is generally necessary to reserve passenger cars.
3.2 Service quality
In order to meet the needs of tourists (passengers), the sum of characteristics and characteristics that can meet the specified or implied needs in the transportation services provided for them.
4 Conditions of tourist vehicles
4.1 Requirements for the whole vehicle
4.1.1 Tourist vehicles must pass the annual inspection of the local vehicle supervision department.
4.1.2 All assemblies, parts and components of the vehicle shall be correctly installed, complete, intact and effective, and the details shall comply with the provisions of GB 3798-83.
4.1.3 The appearance of the vehicle is clean, the body shape is correct, the body is upright, and the left and right parts are symmetrical.
4.1.4 The running temperature of each assembly of the vehicle is normal, without water leakage, oil leakage, electric leakage and air leakage, but the sealing joint of lubricating oil and cooling water is allowed to have immersion that will not form drops.
4.1.5 Lubricating oil and grease of all assemblies and parts shall be filled correctly and meet the requirements. The coolant and all liquid storage tanks are filled correctly and meet the factory regulations.
4.1.6 The height and free travel of clutch and brake pedal shall comply with the factory regulations.
4.1.7 Vehicle exhaust emissions shall not exceed the provisions of GB 3842-83 and GB 3843-83.
4.1.8 The vehicle noise shall not exceed the provisions of GB 1495-79.
4.1.9 Mudguard and tail curtain shall be installed at the rear of the wheel.
4.2 Requirements for engine
4.2.1 The engine can be started with the starter within 5 seconds under normal ambient temperature (not less than 5 ℃ for diesel engine and not less than - 5 ℃ for gasoline engine).
4.2.2 Under normal operating temperature, the engine runs stably at idle speed, and the idle speed complies with the provisions of GB 3799-83.
4.2.3 The engine has good power performance and operates stably at various speeds. Under various normal operating conditions, there shall be no overheating. The transition is smooth when changing the speed. When accelerating or decelerating suddenly, there is no popping sound, the carburetor does not backfire, and the silencer does not shoot. The exhaust pipe does not emit black smoke.
4.2.4 Under normal operating temperature and specified speed, the oil pressure shall comply with factory regulations.
4.2.5 When the engine is at normal temperature and within the rated speed, there shall be no other abnormal sound except slight and uniform sound of timing gear, oil pump gear, fuel injection pump drive gear and valve foot.
4.2.6 The consumption of engine fuel and lubricant shall not exceed the specified quota.
4.2.7 The diesel engine shutdown device must be flexible and effective.
Note: The normal operating temperature of the engine in the above items is: the water temperature of the water-cooled engine should be 75~80 ℃; The air cooled engine shall have an oil temperature of 80~90 ℃.
4.3 Requirements for transmission system
4.3.1 The clutch is easy to operate, the engagement is stable, the separation is complete, and there is no abnormal sound, shaking and slipping.
4.3.2 The transmission is easy to shift, the interlock and self-locking devices are effective, there is no gear disorder, automatic gear skipping, and there is no abnormal noise during operation. The shift lever shall not interfere with other parts during shifting.
4.3.3 The transmission shaft shall not vibrate and make abnormal noise during operation, and the intermediate bearing and steering knuckle shall not have cracks and looseness.
4.3.4 The main transmission and differential shall work normally without abnormal sound.
4.3.5 It shall comply with the provisions of GB 7258-87.
4.4 Requirements for road mechanism and steering system
4.4.1 The steering wheel shall not be set on the right side.
4.4.2 The steering wheel shall rotate flexibly and operate easily without blocking. When the wheels are turned to the limit position, they must not contact other parts.
4.4.3 In the running state of the vehicle, the steering wheel shall have the ability of automatic centering after turning to keep the vehicle running in a stable straight line.
4.4.4 When the vehicle is running on a flat, hard, dry and clean road, the steering wheel shall be free of shimmy, poor road feel, direction deviation or other abnormalities.
4.4.5 The steering knuckle and arm, steering tie rod, straight tie rod and ball pin shall be free of cracks and damage, each ball pin shall not be loose, the locking device shall be complete and effective, and the straight tie rod shall not be welded together.
4.4.6 The shock absorber works normally with good shock absorption effect, and the shock absorption spring is free of defects.
4.4.7 The tires shall be reasonably matched, the pressure shall comply with the regulations, the tire crown shall have obvious patterns, flat tires are not allowed to be mounted, and local tread wear shall not expose the tire cord, damage or cut.
4.4.8 The details shall comply with the provisions of GB 7258-87.
4.5 Requirements for braking system
4.5.1 The service braking system shall be sensitive and effective.
4.5.2 The maximum braking efficiency of the service braking system shall be within four fifths of the full pedal travel.
4.5.3 For vehicles with air braking, when the air pressure rises to 590kPa, stop the air compressor for 3 minutes without using the brake, and the air pressure shall not decrease by more than 9.8kPa. When the air pressure is 590kPa, step the brake pedal to the bottom, and observe for 3 minutes after the air pressure is stabilized. The air pressure of a single vehicle shall not decrease by more than 19.6kPa.
4.5.4 For vehicles with hydraulic braking system, when the brake pedal pressure is maximum, keep it for 1 minute, and the pedal shall not move slowly towards the bottom plate.
4.5.5 For vehicles with air braking system, the indicated air pressure of the barometer shall rise from zero to the starting air pressure within 4 minutes when the engine is at medium speed (392kPa for those without starting air pressure). The capacity of the air reservoir shall ensure that the air pressure is not lower than the starting air pressure (392kPa for those without starting air pressure) after the vehicle has been fully braked for five consecutive times without further inflation.
4.5.6 Four wheel braking is effective without deviation, and the braking distance complies with relevant regulations.
4.5.7 The parking brake control lever must have a certain reserve travel, which should produce the maximum braking efficiency within three quarters of the full travel of the control lever, and the ratchet brake should produce the maximum braking efficiency within two thirds of the full travel of the third pull of the pull rod.
4.5.8 On a flat road, start the vehicle in the upper gear of standard gear (standard gear for large cars). When the parking brake control lever is tightened, the engine should stop.
4.5.9 It shall comply with the provisions of GB 7258-87.
4.6 Requirements for vehicle body and electrical equipment
4.6.1 The inside and outside of the car body shall be clean, the exterior of the car body shall be flat without rust and decay, the paint shall be bright, the color shall be consistent, and there shall be no fading, delamination or cracking.
4.6.2 No sharp projections that may cause injuries are allowed inside and outside the vehicle body. The electroplated decorative parts inside and outside the car body shall be bright and free of delamination rust spots. The non-metallic parts inside the car body shall have flame retardancy.
4.6.3 The vehicle window glass shall be complete and undamaged, and non dazzling safety glass shall be used. The front windshield shall be laminated glass or tempered glass in some areas, and other windows can be tempered glass.
4.6.4 Doors and windows shall not be loose, easy to start, tight to close, reliable to lock, and free from self opening and falling. The doors and windows shall not vibrate when driving, and there shall be no leakage of soil and rain in the carriage. Door handle, rocker and bowl are complete and in good condition. The seats and sofas are complete, firm and reliable, the bus body is closely connected with the floor, and the seat armrests are firmly and reliably installed and neatly arranged.
4.6.5 The windshield shall be equipped with anti freezing and defrosting equipment in winter.
4.6.6 The pneumatic door can be opened by another mechanism when the air pressure is lower than the working pressure.
4.6.7 The windshield wiper works normally and reliably.
4.6.8 Instruments, lights, signals and signs shall be complete and work normally, which shall comply with the regulations of local vehicle inspection. The rear-view mirror has clear image and flexible adjustment. The bracket is free of fracture and corrosion and is firmly installed.
4.6.9 It shall comply with the provisions of GB 5336-85.
4.7 See Appendix A (standard appendix) for the technical requirements on the condition of tourist vehicles.
5 Equipment and service facilities of tourist vehicles
5.1 The front seats of cars must be equipped with seat belts and comply with relevant regulations.
5.2 If there is only one door on the right side of the bus body for passengers to get on and off, the bus with the length of more than 8m or the number of seats for passengers more than 40 shall be equipped with an emergency door or exit. There shall be obvious red signs on the emergency exit.
5.3 The coach shall be equipped with luggage rack.
5.4 The car is equipped with a player and radio, and the sound equipment has good working performance.
5.5 The vehicle is equipped with cooling and heating air equipment with good working performance.
5.6 The ashtray in the vehicle shall be complete and tidy.
5.7 The vehicle is equipped with fire extinguishers that meet the requirements.
5.8 Curtain and seat cover shall be complete, neat and beautiful.
6 Appearance of tourist cars
6.1 The enterprise logo, kilometer unit price logo and operation logo are intact and colorfast.
6.2 The driver service supervision card shall be fixed on the obvious position in the vehicle.
6.3 The car body paint, glass and decorative parts shall be clean and bright, and the tires shall be free of mud.
6.4 There is no floating soil, sundries and peculiar smell in the vehicle; The floor mats are complete and tidy; Clean the ashtray in time; The head cushion and back cushion shall be flat and clean without damage.
6.5 The engine shall be free of oil dirt, and the trunk shall be clean and tidy without sundries.
7 Tourist bus driver
7.1 Appearance
7.1.1 Clean appearance: keep personal hygiene, tidy hair style, clean dress, beautiful and generous.
7.1.2 Elegant appearance: when receiving passengers, they should be steady and generous, with correct posture, smiling, appropriate conversation, warm and thoughtful.
7.1.3 Full of energy: tourist bus drivers must be energetic when performing tasks.
7.1.4 Elegant manners: always be polite and generous when receiving passengers. Before and during the task, do not eat raw onion, raw garlic and other smelly food.
7.2 Professional ethics
7.2.1 Touring bus drivers should have a high sense of responsibility and professionalism, be conscientious and dedicated, and provide passengers with safe, punctual, clean and comfortable services in a warm and thoughtful manner.
7.2.2 The religious beliefs and customs of tourists should be respected.
7.2.3 They should have good quality and morality. In the process of service, they should be neither arrogant nor humble, respect themselves, abide by foreign affairs discipline, do not borrow things from passengers, do not ask passengers to buy goods, do not ask passengers for tips, and do not make loud noises in foreign affairs.
7.2.4 Adhere to safety and comity during driving; Drive under the Influence of Alcohol Prohibited.
7.3 Foreign language proficiency
Tour bus drivers should be able to use a foreign language to provide tourists with general services. Be able to understand tourist attractions, airports, stations, restaurants and other public places frequently visited by passengers in foreign languages. And can use foreign languages to express greeting, greeting, farewell, etc.
7.4 Requirements on driving age and age of tour bus drivers
Bus drivers must have more than 5 years of driving experience; Car drivers must have more than 3 years of driving experience; The upper age limit for bus drivers is 55 years old.
8 Safe driving of tourist vehicles
8.1 Tourist automobile enterprises should set up a traffic safety management organization, strengthen management, establish and improve traffic safety rules and regulations, educate drivers to establish the idea of safety first, consciously abide by traffic laws, and know, understand and abide by the law.
The specific requirements shall comply with the Regulations of the People's Republic of China on Road Traffic Management.
8.2 Adhere to the system of three daily inspections before departure, during driving and after receiving the vehicle to ensure that the technical condition of the vehicle is intact.
8.3 Adhere to safe operation, safe driving, reasonable speed control, and ensure driving safety and personal safety of passengers.
8.4 In case of driving accident, rescue the injured in time according to traffic regulations and safety management regulations, and cooperate with relevant departments to properly handle the accident.
8.5 See Appendix B (standard appendix) for specific requirements for safe driving operation of tourist vehicles.
9 Service requirements for tourist cars
9.1 Tourism automobile enterprises should coordinate with each service link to ensure service quality.
9.2 Touring vehicle dispatching shall be accurate.
9.3 The driver of the tourist bus shall, according to the dispatching order, remember the vehicle using unit, time, place, telephone number and contact name, arrive at the vehicle using place in advance, turn on the air conditioner, adjust the temperature in the vehicle, and wait for passengers to make the guests feel comfortable getting on the vehicle.
9.4 The tourist bus stops nearby when it arrives at the designated place to facilitate passengers to get on and off.
9.5 When greeting passengers, the driver of the tourist bus should smile with correct posture, stand at the side of the door, open the door, guide passengers to get on, introduce himself in standardized language, greet passengers warmly, take the initiative to carry luggage, and help the old, weak, sick and disabled. When driving to a complex road surface, remind passengers to hold it well.
9.6 Touring bus drivers should be patient when waiting for passengers. They should not stay away from the vehicle and do not use horns to urge passengers.
9.7 The tour bus driver should closely cooperate with the escort and tour guide to communicate with each other and do a good job in the service when performing the team charter task.
9.8 When finishing the task, take the initiative to ask for the opinions of tourists, escorts and guides, and carefully check whether there are any lost items. If any lost property is found, it shall be returned to the owner in time.
10 Inspection and evaluation of service quality of tourist cars
10.1 Tourist automobile enterprises should set up a service quality supervision and inspection organization, which should be responsible for the supervision, inspection and evaluation of the quality management of enterprises and the service of drivers and dispatchers on a regular basis, so as to ensure the service quality of tourist automobiles.
10.2 Tourist automobile enterprises shall formulate their own service specifications, safety systems, operating procedures and other enterprise standards according to this standard.
10.3 Collect passengers' feedback in a timely manner, set up a "passenger opinion card" on the tour bus, and constantly improve the service according to the positive and negative feedback of passengers.
The format of "passenger opinion card" is shown in Appendix C (standard appendix).
10.4 Establish and improve the service quality inspection and evaluation system, regularly check and evaluate the service quality, and reward the good and punish the bad. When nonconforming items are found during inspection, they shall be recorded, analyzed and corrected. Corrective measures are generally carried out in two stages: first, take positive measures immediately to meet the needs of tourists; The second is to analyze the root causes of unqualified items, and take necessary corrective measures to prevent problems from happening again.
10.5 Tourism administrative departments at all levels shall supervise and inspect the service quality of tourist cars according to this standard.
10.6 Tourism quality supervision and management institutions at all levels shall accept tourists' complaints about the service quality of tourist cars according to this standard.
Appendix A
(Appendix to the standard)
Technical requirements for tourist vehicles
A1 Technical requirements for the whole vehicle
A1.1 According to 4.1 of this standard.
A1.2 Exhaust gas emissions of gasoline vehicles shall comply with the provisions of GB 3842-83. The measurement method shall be in accordance with GB 3845-83. The exhaust emissions of diesel vehicles shall comply with the provisions of GB 3843-83, and the measurement method shall be in accordance with GB 3846-83 (if the local environmental protection department has special regulations, it shall comply with the requirements of the local environmental protection department).
A1.3 The vehicle noise shall not exceed the allowable noise level specified in GB 1495-79.
A2 Requirements for engine
A2.1 According to 4.2 of this standard.
A2.2 Under normal operating temperature, the cylinder compression pressure shall comply with the original manufacturer's regulations, and the pressure difference of each cylinder: the gasoline engine shall not exceed 8% of the average value of each cylinder; The diesel engine shall not exceed 10%.
A2.3 The maximum power of the engine shall not be less than 75% of the original rated power.
A3 Requirements for power train
A3.1 According to 4.3 of this standard.
A3.2 The clutch pedal force shall not exceed 300N.
A4 Requirements for road mechanism and steering system
A4.1 According to 4.4 of this standard.
A4.2 The maximum free rotation of the steering wheel shall not exceed 15 degrees from the middle position to the left and right.
A4.3 When the vehicle is running on a flat, hard, dry and clean cement or asphalt pavement at a speed of 10km/h from a straight line to a circumference of 24m in diameter, the maximum circumferential force applied to the outer edge of the steering wheel shall not be greater than 245N.
A4.4 The minimum turning diameter, maximum steering angle and front wheel alignment value of the vehicle shall comply with the original regulations.
A4.5 Use the sideslip meter to check that the sideslip of the front wheel does not exceed 5m/km.
A5 Requirements for braking system
A5.1 According to 4.5 of this standard.
A5.2 When the service braking system produces the maximum braking effect, the pedal force shall not exceed 700N.
A5.3 The braking performance of the vehicle shall be tested by the braking distance in accordance with the provisions of 4.13 in GB 7258-87. The braking performance of the vehicle shall be tested by braking deceleration in accordance with the provisions of 4.14 in GB 7258-87. The braking force shall be used to test the braking performance of the vehicle, which shall comply with the provisions of 5.15 in GB 7258-87. The vehicle braking performance is qualified if it meets one of the above three methods.
A5.4 When the vehicle is unloaded, use the parking brake on the 20% ramp in both positive and negative directions for more than 5 minutes and keep it fixed.
A6 Requirements for vehicle body and electrical equipment
A6.1 According to 4.6 of this standard.
A6.2 The windshield wiper can work normally within the temperature range of - 40~+50 ℃. Multiple cabs shall have more than two sweeping areas, and each sweeping area shall not be less than 1800 square centimeters.
A6.3 The front lights and loudspeaker sound shall comply with the corresponding technical conditions and the requirements of 5.3 and 5.5.1 in GB 7258-87.

B1 insists on three inspections a day to ensure the vehicle is in good condition
B1.1 Inspection before driving: add enough engine oil, fuel, cooling water and electrolyte; The hand brake and steering gear are sensitive and effective, all pipelines are intact, and the tire pressure meets the requirements; The lights, horn, wiper and instruments work normally; Battery wiring is clean and firm; The four wheel brake drum tire screws are fastened, and the axle bowl is not loose.
B1.2 Inspection during driving: Pay attention to the sound of the engine and chassis components at any time during driving. If there is any abnormal sound, repair it in time. During long-distance driving, check whether there is oil leakage, air leakage, water leakage and whether the tire pressure is normal, and observe whether the instrument works normally at any time.
B1.3 Inspection after receiving the vehicle: after the task is completed, the vehicle equipped with the main power brake shall close the main power brake and tighten the hand brake. The air brake vehicle shall drain the sewage in the water separator and air tank, and tighten the blockage. Clean the dirt in the ashtray and check whether there is an unlit cigarette butt in the car to prevent fire. Pay attention to replenishing fuel and engine oil. Close the door, lock the door, window and trunk.
B2 Insist on safe operation to ensure driving safety
B2.1 Vehicle starting: tighten the hand brake and put the gear lever in neutral position. When the starter is used to start the engine, it should not exceed 5 seconds each time. If the starter is used for three consecutive times and the engine still does not start, the reason should be found out before starting. After the engine is started, it is forbidden to slam the accelerator. The indicator lights of various instruments must be normal and the readings comply with the regulations.
B2.2 Steady starting: when starting, you must first observe the surrounding conditions of the vehicle, apply the standard gear to start, release the hand brake, turn on the direction light, check whether there is a car coming from behind through the rear-view mirror, gently lift the clutch, and add oil appropriately. When starting on a slope, in case of stalling, stop immediately and cover the rear of the tire if necessary.
B2.3 Correct driving posture: the driver must be energetic when performing tasks; Do not put your arm on the door or drive obliquely; During driving: start steadily, turn steadily, brake without nodding; It is not allowed to smoke, eat or do any action that may hinder safe driving.
B2.4 Vehicle driving: shift according to the speed sequence, do not skip, do not pull the vehicle at low speed and drive reluctantly. During driving, always pay attention to the working conditions of instruments and vehicles. If any abnormality is found, stop immediately to check and eliminate it in time. Strictly abide by the regulations on meeting, passing, overtaking, and following vehicles. Do not drive over the speed limit, and do not coast at high speed, intermittently, or stall. In ice and snow weather or rain and fog weather, the vehicle must be driven after various safety measures have been implemented; During driving, stick to the principle of "one slow, two look and three pass" according to the characteristics of special weather.
B2.5 When the vehicle is parked, the gear must be engaged and the hand brake must be tightened. When parking temporarily on the ramp, the driver is not allowed to leave the vehicle to prevent sliding and landslide accidents.