Liu Xiaoyun, a delegate to the 20th National Congress of the Communist Party of China, said she will do her best to contribute to the development of China's railway and passenger service.

"The report delivered to the congress on Oct 16 mentioned efforts will be made to improve basic public services to raise public service standards," she said.

"As a grassroots representative of the railway, I will do my best to solve problems for passengers and strive to provide safe, high-quality and satisfactory services," Liu said. She is the director on duty for the passenger workshop at Dalian railway station for China Railway Shenyang Group Co Ltd.

Liu, who started working in 1995, has been engaged in passenger service for 27 years and has witnessed China's railway development firsthand.

"In the past, trains went slowly, were always crowded and had no air conditioners," Liu recalled.

"Now, with an improved high-speed rail network, passengers can travel conveniently in a comfortable way."

According to Liu, passenger services are also getting better. Some staff members can communicate with passengers in English or sign language and are trained at emergency treatment for common diseases.

In 2003, when Liu was 31, she joined the station's "Lyu Yushuang Service Desk". The desk is named after national model worker Lyu Yushuang, and functions primarily to assist priority passengers – those who are pregnant, elderly, or otherwise in need.

Seven years later, a service team led by Liu was established. Liu and her colleagues worked hard to expand various services and improve efficiency and quality.

Li Yusi contributed to this story.