春運(yùn)背后的故事

每年中國(guó)農(nóng)歷新年的前后，一場(chǎng)壯觀的“人類大遷徙”—春運(yùn)，便在中華大地上轟轟烈烈地上演。上億人在這約40天的時(shí)間里，如同候鳥歸巢般地從天南海北的工作地返回自己的家鄉(xiāng)，只為在短暫的假期里與家人朋友歡聚一堂，享受團(tuán)圓的溫暖。

Every year around the Chinese Lunar New Year， a remarkable “human migration” — the Spring Festival Travel Rush — unfolds across China. Over a billion people， like migratory birds returning home， travel from distant corners of the country to their hometowns. This movement takes place in about 40 days and is fueled by a common desire： to reunite with family and friends and enjoy the warmth of togetherness during the brief holiday season.

“春運(yùn)”這個(gè)詞自1980年第一次在《人民日?qǐng)?bào)》上出現(xiàn)，已經(jīng)伴隨中國(guó)人走過45個(gè)春秋。隨著時(shí)代發(fā)展，春運(yùn)的面貌發(fā)生了較大的改變。而作為春運(yùn)主要“陣地”之一的鐵路交通，不僅見證了技術(shù)發(fā)展給春運(yùn)帶來(lái)的巨大變化，而且以其龐大的網(wǎng)絡(luò)和高效的運(yùn)輸能力，助力億萬(wàn)人實(shí)現(xiàn)了團(tuán)圓夢(mèng)。位于福建省會(huì)城市的福州站便是春運(yùn)40多年來(lái)鐵路建設(shè)發(fā)展變化的一個(gè)縮影。

The term “Spring Festival Travel Rush” first appeared in People’s Daily in 1980 and has since become an essential part of Chinese culture for 45 years. As time has passed， this annual migration has evolved significantly. Central to this phenomenon is China’s railway system， which has not only witnessed technological advances but has also made countless reunion dreams possible with its vast network and remarkable efficiency. Fuzhou Station， located in the provincial capital of Fujian， stands as a testament to this transformation over the past four decades.

福州站的變遷 Station transformation

早期的福州站，面積不過5 600平方米，候車室僅可容納幾百人。曾在福州站工作、現(xiàn)已退休的倪女士回憶道：“當(dāng)時(shí)車站的內(nèi)部面積真的很小，實(shí)際對(duì)旅客開放的部分只有一層。小小的候車室更是人擠人，有時(shí)候想移動(dòng)，甚至需要從椅子上跨過去……”

In its early days， Fuzhou Station was a modest facility， spanning just 5，600 square meters with a waiting room that could only accommodate a few hundred passengers. Ms Ni， a retired station employee， reminisces， “The station back then was really small. Only one floor was open to passengers， and the cramped waiting room was always packed. Sometimes， to move around， you’d have to climb over chairs just to get through.”

2002年，福州站老站房停止使用，福州站迎來(lái)了新生。自2004年起，福州站新站房、福州南站相繼建成，隨后又多次改造翻新。截至2024年，福州站（包括南站在內(nèi)）的總建筑面積達(dá)到了近63萬(wàn)平方米，站臺(tái)規(guī)模擴(kuò)大到22臺(tái)44線。除站房的更新外，途經(jīng)福州站的鐵路線路也在不斷增加、升級(jí)。1959年，外福鐵路（也稱“來(lái)福鐵路”， 南平來(lái)舟站至福州站）結(jié)束了省會(huì)福州不通鐵路的歷史。2009年起，溫福鐵路等多條高速鐵路線的相繼開通讓福州站變得“四通八達(dá)”，成為全國(guó)十大區(qū)域樞紐之一。

The old station building was decommissioned in 2002， marking the beginning of a transformative era. Renovations started in 2004， leading to the construction of a new terminal and the addition of Fuzhou South Station. By 2024， Fuzhou Station including Fuzhou South Station had expanded to nearly 630，000 square meters， with capacity increasing to 22 platforms and 44 tracks. Today， it is a major transportation hub in Fujian Province. The opening of the Waiyang-Fuzhou Railway in 1959， connecting Nanping’s Laizhou Station with Fuzhou Station， ended the provincial capital’s era of inaccessibility by rail. In addition to the station building’s renovation， the rail lines passing through Fuzhou Station have also been expanded and upgraded. The launch of high-speed lines such as the Wenzhou-Fuzhou Railway in 2009 further transformed the station into a highly connected center， making it one of the top ten regional rail hubs in China.

列車車型也發(fā)生了巨大的變化，由曾經(jīng)的“綠皮車”到如今的“動(dòng)車”“高鐵”，運(yùn)行速度與車廂內(nèi)部設(shè)施也都有了飛躍性的提升。“我最早從南平來(lái)福州，那時(shí)候一路要坐八個(gè)小時(shí)左右。因?yàn)檐嚧紊佟⒊丝投啵噹麅?nèi)就非常擁擠，車廂環(huán)境也不如現(xiàn)在。說(shuō)實(shí)話，那時(shí)候我們都不太想坐火車。”老家在福建省南平市的張先生，自己就是鐵路工作者，“當(dāng)然現(xiàn)在就方便多了，同樣是從南平到福州，只需要一小時(shí)左右。環(huán)境也大有進(jìn)步，乘車的舒適度提高不少。”

The trains themselves have also experienced dramatic changes， evolving from the iconic “green trains” to modern bullet trains and high-speed rail. Both speed and onboard facilities have seen remarkable improvements. “I used to take the train from Nanping to Fuzhou， and it took about eight hours. The carriages were crowded， and services were minimal. Most of us avoided taking the train if we could，” recalls Mr Zhang， a railway worker from Nanping. “Now it’s so much more convenient. The same journey takes just about an hour， and the comfort level is incomparable.”

車站擴(kuò)建以容納更多旅客，線路增加使各地皆可到達(dá)，車輛更新?lián)Q代讓出行更快更舒適……正是這些基礎(chǔ)設(shè)施和規(guī)劃上的進(jìn)步與完善，讓人們春運(yùn)的歸途越發(fā)快捷和溫馨。

The station’s expanded capacity， new routes for greater connectivity， and the upgraded trains providing faster， more comfortable travel — all these advancements in infrastructure and planning have made the journey home during the Spring Festival Travel Rush smoother and warmer.

服務(wù)升級(jí)，愉快出行 Service upgrades

鐵路硬件設(shè)施進(jìn)步的同時(shí)，客運(yùn)服務(wù)與技術(shù)等“軟實(shí)力”也在不斷升級(jí)，為旅客帶來(lái)更舒適美好的體驗(yàn)。

As China’s rail infrastructure continues to advance， so too does the “soft power” of passenger services and technology， offering travelers greater comfort and convenience.

曾經(jīng)，車站的時(shí)刻表是手寫的，售票窗口排著長(zhǎng)隊(duì)。而今，走進(jìn)候車大廳，LED大屏清晰顯示著列車時(shí)刻，自助售票機(jī)讓購(gòu)票變得輕松快捷。在進(jìn)站檢票時(shí)，除了紙質(zhì)車票與人工檢票，旅客們更喜歡選擇在檢票閘機(jī)上掃描身份證件，或直接通過臉部識(shí)別的方式輕松進(jìn)站。

In the past， train schedules were handwritten， and ticket windows were notorious for their long queues. Today， passengers entering a waiting hall are greeted by bright LED screens displaying train schedules with clarity， while self-service ticket machines simplify the ticketing process. Boarding is no longer limited to paper tickets and manual checks； many travelers now breeze through gates using ID card scans or facial recognition technology.

現(xiàn)在，人們只需要在自己手機(jī)上下載一個(gè)“12306”App就能查看所有列車班次，并且輕松地購(gòu)買電子車票。在節(jié)假日等客流高峰期乘車人數(shù)激增的情況下，即便沒有買上心儀車次的票，旅客也可使用“12306”上的“候補(bǔ)車票”功能。之后若有加掛車廂或有其他旅客退票，系統(tǒng)就會(huì)按次序?yàn)楹蜓a(bǔ)旅客安排車票。近期，“12306”還升級(jí)了“車內(nèi)換乘”功能，以便在客流量大時(shí)，通過換乘的方法為無(wú)法買到直達(dá)車票的旅客提供Plan B。

The 12306 mobile app further enhances convenience， enabling passengers to check train schedules and purchase e-tickets with ease. During peak travel periods， such as holidays， when tickets are in high demand， the app’s “standby ticket”feature comes to the rescue. If extra carriages are added or tickets are canceled， the system automatically allocates available seats to those on the standby list. A recently introduced “in-train transfer”feature allows travelers to plan alternate routes when direct tickets are unavailable during busy times.

在以往的鐵路出行中，餐車是列車上獲取餐飲的唯一選擇，但很難滿足大部分乘客的需求，很多人會(huì)因此攜帶許多食物上車。而今，福州站候車大廳的“飲食一條街”提供了更多餐飲服務(wù)，從中式到西式，從正餐到咖啡甜點(diǎn)，滿足了乘客們的各種需求。在乘車期間，“12306”App上會(huì)提供沿途餐廳的外賣服務(wù)：乘客在列車上點(diǎn)好需要的食品，到下一站停靠時(shí)，購(gòu)買的東西就會(huì)被送上列車，送到乘客座位。在福州火車站12306網(wǎng)絡(luò)配餐中心，每天都可以看到一群身著藍(lán)馬甲的“高鐵外賣哥”忙碌的身影。送餐前，他們會(huì)將乘客點(diǎn)的餐品仔細(xì)歸類，并小心地放進(jìn)保溫箱內(nèi)，為餐品送上列車做好準(zhǔn)備。48歲的老錢便是其中的一員，福州站有12個(gè)站臺(tái)，不同車型、不同編組的列車，餐車的位置各不相同，稍有不慎就容易跑錯(cuò)地方。所以每一次送餐，老錢都會(huì)提前仔細(xì)核對(duì)信息，準(zhǔn)確了解餐品需要送到的站臺(tái)、車廂。此外，他們胸前都佩戴著記錄儀，對(duì)配送全程進(jìn)行記錄。“這是為了保證將餐品完好無(wú)損地送到乘客手中。”老錢解釋道。盡管工作很辛苦，但是每當(dāng)看到乘客接過飯菜時(shí)滿意的笑容，老錢的疲憊感就會(huì)隨之消散。

Dining options were once limited to the onboard dining car， which fell short of expectations， and passengers often brought their own meals instead.Now， at Fuzhou Station， the food street in the waiting hall offers a range of choices — from traditional Chinese dishes to Western-style meals， coffee， and desserts — to suit every palate. Passengers can even order food via the 12306 app from local restaurants along the route and have it delivered directly to their seats at the next station. Behind this is a dedicated team of delivery riders at Fuzhou Station’s 12306 Catering Center. These riders， dressed in blue vests， carefully sort and pack the meals into insulated containers to ensure they arrive fresh. Take 48-yearold Qian， for example. Fuzhou Station has 12 platforms， and the varying locations of dining cars across different train models add complexity to his job. However， Qian meticulously checks every detail， confirming the platform and the carriage before setting off. Riders also wear body cameras to document the delivery process. “This helps ensure that meals arrive safely and in perfect condition，”Qian explains. The work can be demanding， but seeing passengers smile when they receive their meals makes it all worthwhile.

鐵路人的堅(jiān)持 Dedication of railway workers

當(dāng)乘車的基本流程和乘客基本需求服務(wù)都得到智能化、自助化升級(jí)后，車站工作人員便能將工作重心集中在那些更需要點(diǎn)對(duì)點(diǎn)、個(gè)性化服務(wù)的地方。在福州站各處，人們能看見“王威服務(wù)臺(tái)”的名字，這是車站的一張閃亮名片。2002年，為保證服務(wù)質(zhì)量，福州火車站設(shè)立“溫馨工程”。2003年，車站決定以當(dāng)年得到旅客贊譽(yù)最多的優(yōu)秀工作人員王威的名字來(lái)命名服務(wù)臺(tái)，于是，“王威服務(wù)臺(tái)”便誕生了。多年來(lái)，“王威服務(wù)臺(tái)”一直堅(jiān)持為旅客排憂解難，收到了旅客們的廣泛好評(píng)。

As travel becomes more automated and intelligent， railway staff have shifted their focus to providing personalized， one-on-one assistance where it matters most. At Fuzhou Station， the “Wang Wei Service Desk” shines as a beacon of exceptional service. Established in 2002 as part of the station’s“Warmth Project” to improve service quality， the desk was named the following year in honor of Wang Wei， a staff member known for his outstanding service and passenger praise. Over the years， the desk has become synonymous with care and reliability， earning the admiration of countless travelers.

現(xiàn)如今，服務(wù)臺(tái)更名為“海峽情？·？王威服務(wù)臺(tái)”，并升級(jí)建成了集問詢引導(dǎo)、綜合服務(wù)、車次查詢等功能于一身的智能服務(wù)臺(tái)，更加貼近旅客的出行需求，幫助行動(dòng)不便的老人、殘疾旅客進(jìn)站，幫忙搬運(yùn)行李，尋找丟失證件……服務(wù)臺(tái)的工作大多是些瑣碎的事情，稱不上有精彩的故事。但每一次小小的幫助，對(duì)旅客來(lái)說(shuō)都是大大的溫暖。

Now renamed as the “Straits Love · Wang Wei Service Desk，” it has evolved into a multifunctional smart service hub. Beyond providing information and train schedule assistance， the desk offers a range of services， from aiding elderly and disabled passengers to carrying luggage and helping locate lost belongings. While these tasks might seem routine， they bring comfort and reassurance to those in need.

服務(wù)臺(tái)工作人員趙靜每天接班的第一件事就是打開服務(wù)臺(tái)的筆記本，查看旅客們的預(yù)約服務(wù)，梳理工作重點(diǎn)。筆記本上，簡(jiǎn)明扼要地記錄著時(shí)間、地點(diǎn)、聯(lián)系人電話等，結(jié)尾處則寫滿了失物領(lǐng)取時(shí)間、“乘客已上車”、“親人已團(tuán)聚”等種種細(xì)節(jié)。“記下了，心也就放不下了，事項(xiàng)解決了才安心。”在許多像趙靜這樣的工作者的幫助下，旅客們心滿意足地踏上了旅途。

Each day， Zhao Jing， a service desk staff member， starts her shift by consulting the desk’s notebook — a detailed log of scheduled passenger services and priorities for the day. The entries include times， locations， contact details， and updates like “l(fā)ost item found，” “passenger boarded，” or “family reunited.” Zhao explains， “Once something is written down， I can’t relax until it’s resolved. Only when the issue is settled can I feel at ease.” Thanks to the dedication of workers like Zhao Jing， passengers can begin their journeys with peace of mind.

為了旅客們出行的順利，還有更多辛勤的鐵路人日復(fù)一日地堅(jiān)守工作崗位：認(rèn)真負(fù)責(zé)的調(diào)度員、一絲不茍的檢修工、有問必答的服務(wù)員……平日里尚且如此，到了節(jié)假日，尤其是春運(yùn)，鐵路人更是加班加點(diǎn)。隨著時(shí)代的變遷，鐵路交通發(fā)生了巨大的變化，也給春運(yùn)帶來(lái)新的變化：遠(yuǎn)離家鄉(xiāng)的人們?cè)谶x擇故鄉(xiāng)的同時(shí)，也有一些人選擇全家出游。如今福建的春節(jié)民俗和慶祝活動(dòng)也在吸引越來(lái)越多的到有福之地過春節(jié)。這些變化都離不開鐵路人的服務(wù)。他們的堅(jiān)持是每年春運(yùn)之歌的最好？伴奏。

Behind the seamless travel experiences of millions of passengers lies the tireless commitment of railway workers. From meticulous dispatchers and skilled maintenance teams to attentive service staff， their dedication remains constant， even during peak travel times like holidays and the annual Spring Festival Travel Rush. As railway travel evolves， so do the traditions surrounding the Spring Festival. While many still journey home to reunite with family， others opt for family trips instead. Meanwhile， Fujian’s rich cultural heritage and vibrant New Year festivities attract more visitors to this “Blessed Land.”These changing trends are underpinned by the unwavering efforts of railway workers， whose hard work orchestrates the rhythm of every Spring Festival travel season.