本文主要对旅客在旅程中的需求进行分析和研究。提出了针对需求的响应式方案。通过借鉴国外的铁路客运服务系统,结合我国铁路的实际情况,再对铁路客运服务系统中出现的问题进行思考。从系统的结构,运营的流程,服务的产品等方面总结出解决铁路客运服务系统中出现的问题。 This article mainly analyzes and studies the travelers’ needs in the journey. Proposed response to the needs of the program. By drawing lessons from the overseas railway passenger service system and considering the actual situation of our country’s railways, we think about the problems in the railway passenger service system. From the system structure, operation process, service products, summed up to solve the railway passenger service system problems.