大都网络购票了，铁路售票员在忙啥？

Core Viewpoint - The article highlights the transformation of ticket sales in China, particularly during the Spring Festival travel rush, from traditional manual sales to a predominantly online system, with over 90% of tickets now purchased through the 12306 app, leading to a shift in the role of ticket agents from speed to service [1][3]. Group 1: Changes in Ticket Sales - The introduction of the 12306 online ticketing system has significantly reduced the need for in-person ticket purchases, with ticket sales windows at Beijing West Station decreasing from five to two [3]. - Ticket agents now focus on providing personalized services, such as helping passengers plan routes, select seats, and assisting elderly customers with online registration [2][5]. Group 2: Role of Ticket Agents - Ticket agents, like Xie Lina, have adapted their roles to emphasize patience and service quality, helping customers navigate the complexities of online ticket purchasing [5]. - The shift from a fast-paced ticketing environment to one that prioritizes customer service reflects broader changes in the Spring Festival travel experience, ensuring that no passenger is left behind [5].