GB/T 35560-2025 老年旅游服务规范 景区

ICS

03.080

CCS

A16

中华人民共和国国家标准

GB/T35560—2025

代替GB/T35560—2017

老年旅游服务规范

景区

Tourismservicesforelderlytouristspecification—Touristattraction

2025-02-28发布2025-02-28实施

国家市场监督管理总局发布

国家标准化管理委员会

GB/T35560—2025

目次

前言

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Ⅲ

1

范围

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2

规范性引用文件

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3

术语和定义

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4

基本要求

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4.1

安全

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4.2

优先

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4.3

便捷

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5

服务提供者

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5.1

服务组织

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5.2

服务人员

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6

服务设施设备

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6.1

指示标识和呼救设施

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6.2

游步道和交通设施

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6.3

休息设施

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6.4

卫生设施

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6.5

辅助设施设备

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6.6

智慧旅游设施设备

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7

服务交付

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7.1

预约服务

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7.2

票务服务

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7.3

游览服务

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7.4

信息服务

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7.5

交通服务

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7.6

餐饮服务

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7.7

住宿服务

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7.8

购物服务

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7.9

医务服务

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8

服务评价与改进

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参考文献

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Ⅰ

GB/T35560—2025

前言

本文件按照GB/T1.1—2020《标准化工作导则第1部分：标准化文件的结构和起草规则》的规

定起草。

本文件代替GB/T35560—2017《老年旅游服务规范景区》，与GB/T35560—2017相比，除结

构调整和编辑性改动外，主要技术变化如下：

—更改了“景区”术语定义的表述（见3.2，2017年版的3.2）；

—增加了设施设备适老化的要求（见4.3）；

—增加了景区服务人员尊重、理解老年旅游者的特殊需求的要求（见5.2.1）；

—增加了缓降坡道设置与急弯陡坡防滑的要求（见6.2.2）；

—更改了休息设施的要求（见6.3，2017年版的5.3.3）；

—更改了卫生设施的要求（见6.4，2017年版的5.3.4）；

—增加了智慧旅游设施设备数字化包容性相关要求（见6.6.1）；

—增加了保留传统预约方式的要求（见7.1.2）；

—增加了允许他人代为预约的要求（见7.1.3）；

—增加了保留免预约名额或现场购票的要求（见7.1.4）；

—增加了售票窗口保留现金售票的要求（见7.2.3）；

—增加了电子门禁系统和验证设施的操作便利性要求（见7.2.5）；

—增加了提供人工帮扶的要求（见7.2.6）；

—更改了信息服务的要求（见7.4，见2017年版的5.4）。

请注意本文件的某些内容可能涉及专利。本文件的发布机构不承担识别专利的责任。

本文件由全国服务标准化技术委员会（SAC/TC264）提出并归口。

本文件起草单位：中国标准化研究院、山西大学、峨眉山风景名胜区管理委员会、中国城市规划设

计研究院、常州检验检测标准认证研究院、安吉和也健康博物馆、浙江华顶国际旅行社有限公司、泰州

市市场监督管理局、中国旅游研究院（文化和旅游部数据中心）、浙江横店影视城有限公司、乡宁县云

丘山旅游开发有限责任公司。

本文件主要起草人：王娜娜、付强、董建英、侯非、曾毅、郑娟尔、陈林强、丁洪建、周影影、陈萌、

张雨辰、靳宗振、韩元军、方彦雯、陈丽娟、姚弋、罗彦、鞠晓蓉、王友成、王琦、刁子朋、桑小庆、

张恒山。

本文件及其所代替文件的历次版本发布情况为：

—本文件于2017年首次发布；

—本次为第一次修订。

Ⅲ

GB/T35560—2025

老年旅游服务规范

景区

1范围

本文件规定了景区为老年旅游者提供服务的基本要求以及服务提供者、服务设施设备、服务交付、

服务评价与改进方面的内容和要求。

本文件适用于景区为适应或满足老年旅游者需求实施的服务管理。

2规范性引用文件

下列文件中的内容通过文中的规范性引用而构成本文件必不可少的条款。其中，注日期的引用文

件，仅该日期对应的版本适用于本文件；不注日期的引用文件，其最新版本（包括所有的修改单）适用

于本文件。

GB/T16766—2017旅游业基础术语

GB/T18973旅游厕所质量要求与评定

GB/T26355旅游景区服务指南

GB/T31384旅游景区公共信息导向系统设置规范

3术语和定义

GB/T16766—2017界定的以及下列术语和定义适用于本文件。

3.1

老年旅游者elderlytourist

60周岁以上的旅游者。

3.2

景区touristattraction

旅游景区touristattraction

以满足旅游者出游目的为主要功能，并具备相应旅游服务设施，提供相应旅游服务的独立管理区。

[来源：GB/T16766—2017，4.3.1]

3.3

老年旅游服务tourismservicesforelderlytourist

针对老年旅游者（3.1）提供的，以旅行、游览为核心的一系列活动。

4基本要求

4.1安全

景区应全面识别老年旅游者的安全风险因素，从制度建设、服务设施设备配置、人员培训、服务提

供等各个方面考虑老年旅游者这类特殊人群的安全风险防范并制定应急处置措施。

4.2优先

景区应倡导老年旅游者优先的出游文化，设置老年旅游者优先或者专用区域及标识，为老年旅游者

1