- A passenger who believes that the Carrier has violated his/her rights or legitimate interests shall have the right to contact the Carrier in writing, stating his/her claims and the circumstances of the dispute. If the consumer intends to use the out-of-court settlement of consumer disputes before the State Consumer Rights Protection Service, he/she must apply in writing to the Carrier not later than three months from the date on which the consumer became aware or should have become aware of the violation of his/her rights or legitimate interests, and must specify his/her claim and the facts of the dispute.
- In the complaint, the Passenger, if he/she is a natural person, shall indicate his/her name, surname, telephone number, contact address or e-mail address at which the Passenger wishes to receive a reply. If a complaint is submitted to the Carrier by a legal entity, such complaint shall state the name of the legal entity, the legal entity's code number, telephone number, e-mail address, registered office address or any other address at which the Passenger wishes to receive an answer. The Passenger must sign the Complaint submitted to the Carrier.
- In addition to the above information, the Passenger must submit with the complaint any evidence to prove the validity of the circumstances set out in the Customer's complaint (e.g. a ticket, a ticket for an additional service, a document confirming that money has been paid for the service, or a copy of the aforementioned documents, or any other documents that the Customer may deem relevant for the specific dispute).
- In addition to the Client, the Client's representative is also entitled to lodge a complaint, upon presentation of documents (power of attorney) justifying the Client's right to representation. The identity of the client's representative is established on the basis of the representative's identity document. The document confirming the representation must comply with the requirements for the form and content of such documents set out in the laws and regulations of the Republic of Lithuania.
A Passenger may submit a complaint to the Carrier in the following ways:
- To be sent to the Carrier by email to nuomone@ltglink.lt;
- Send to the Carrier's Passenger Information Centre at Geležinkelio g. 16, Vilnius;
- Fill in the Customer Referral Form Feedback on the Carrier's website www.ltglink.lt or fill in the complaint form referred to above at all major railway stations and hand the completed form to the Carrier's ticket office employee, who will register the complaint and give the Customer a notification of receipt of the complaint.
Customer also have the opportunity to obtain information and/or express their opinion about the services provided by the Carrier by calling +370 700 55111 during working hours (7.00-21.00) or by sending an e-mail to informacija@ltglink.lt.
A complaint received shall be registered in the Carrier's system on the day of its receipt and the complaint and the accompanying documents, if any, shall be submitted to the persons responsible without delay, but no later than the next working day following the day of receipt of the complaint. The persons responsible shall take note of the content of the complaint and designate a member of staff to deal with it, indicating the time limit for dealing with the complaint.