General rules for the carriage of passengers

1.1. These General Rules for the Carriage of Passengers (the ‘General Rules’) of UAB LTG Link (the ‘Carrier’) form an integral part of the contract of carriage and have been drawn up in accordance with the current versions of these legal acts:

1.1.1. Regulation (EU) 2021/782 of the European Parliament and of the Council of 29 April 2021 on rail passengers’ rights and obligations;

1.1.2. The Railway Transport Code of the Republic of Lithuania;

1.1.3. The Civil Code of the Republic of Lithuania;

1.1.4. The Law of the Republic of Lithuania on Transport Privileges;

1.1.5. Other relevant legislation of the European Union and the Republic of Lithuania.

1.2. The conditions of carriage for persons with individual needs are laid down in the Carrier’s Accessibility Rules, which are published on the Carrier’s website. 

1.3. The purchase of a combined ticket shall be subject to the Combined Ticket Rules published on the Carrier’s website. 

1.4. In the case of carriage of passengers on charter routes or charter carriages, these General Rules shall apply to the extent provided for in the contract for the charter routes or charter railcarriages.

1.5. Tickets sold through the terminals of the ticket seller UAB Perlas Finance shall be subject to the Rules for the Purchase of Train Tickets at UAB Perlas Finance Sales Points. 

1.6. The Carrier shall apply commercial discounts (e.g., group discount, return discount, etc.) to certain types of tickets, and the conditions of application of discounts can be found in the Special Discount Rules published on the Carrier’s website. 

1.7. In the event of a conflict between the General Rules and the Special Discount Rules, the latter shall apply. In case of conflict between the provisions of the Special Discount Rules, the more favourable provisions for passengers shall apply.

1.8. The General Rules shall apply to the extent that they comply with the law. If any provision of the General Rules is invalid under applicable law, the other provisions shall remain valid to the extent that they can be applied without the invalidated provision.

1.9. Under the contract of carriage, the Carrier undertakes to take the passenger and, if necessary, hand luggage, animal(s), Micromobility Devices to the station or stop of destination, and the passenger undertakes to pay the price set for the service.

1.10. Passenger control shall be carried out by the Carrier’s employees and by officials specified in the legislation of the Republic of Lithuania (officials of the Lithuanian Transport Safety Administration, officials of the State Border Guard Service, police officers, etc.).

2.1. For the purposes of these General Rules, the following terms and definitions shall be used:

General Rules – the General Rules for the Carriage of Passengers, which lay down the terms and conditions of the contractual relationship between the Carrier and the passengers, the rights and obligations of passengers, liability for non-performance or inadequate performance of contractual obligations, and the procedure for controlling passengers during the carriage of passengers, luggage, micromobility devices, and animals on local routes.

Ticket – a physical or electronic document, in a form prescribed by the Carrier, entitling one or more persons to travel on the Carrier’s trains on a local connecting route and certifying that a contract of carriage has been concluded, regardless of its form.

Ticket Seller – any seller of rail transport services who sells tickets, including continuous trip tickets, on the basis of a contract or another agreement between the seller and one or more railway undertakings.

Final Destination Station – the place of alighting (station) indicated on the passenger’s ticket.

Person with Individual Needs – a person who has a permanent or temporary physical, mental, intellectual or sensory impairment which, when the person has to overcome certain obstacles, may prevent them from effectively enjoying all the same transport opportunities as other passengers, or a person whose mobility when using transport is impaired by reason of age.

Combined Ticket – a way of selling a single train ticket and an E-ticket, where a single train ticket is sold together with an E-ticket, using the concept of a combined (joint) ticket (the combined ticket is not one ticket, but two separate tickets sold together).

E-ticket – a single ticket (full price, 50% concession and 80% concession) for regular public city transport, approved in accordance with the legislation.

Food Package – a preformed snack and beverage package available together with the Train Ticket on the Carrier’s website or in the mobile app.

Micromobility Devices – scooters, skateboards, Segways, electric scooters and other mobility equipment, the sum of the three dimensions (length, width, height) of which must not exceed 200 cm in total and the total weight of which must not exceed 25 kg. A bicycle may also be carried as a micromobility device, provided that it does not exceed the specified dimensions of 185x110x60 cm (length, height, width) and that its weight does not exceed 25 kg. The tyres on the wheels of the bicycle must not be wider than 7.6 cm (3.0 inches) and the combined height of the rim and tyre must not exceed 7.6 cm (3.0 inches).

Bicycle – a two-wheeled vehicle propelled by the muscular power of the rider using pedals. Wheelchairs are not classified as bicycles.

Electric Bicycle – a two-wheel vehicle propelled by muscular power of the rider using pedals and equipped with an auxiliary electric motor, having a maximum net power not more than 250 W and a maximum design speed not more than 25 km/h. Wheelchairs are not classified as electric bicycles.

Mobile App – application software for smartphones, tablets and other mobile devices.

Ticket for Additional Services – a document in a form specified by the Carrier, which confirms the carriage of hand luggage, bicycles, animals, access to the VIP Lounge, etc.

Hand Luggage – luggage with a total sum of three dimensions (length, width, height) not exceeding 200 cm and a total weight not exceeding 50 kg. Scooters, segways, wheelchairs and other items with dimensions equivalent to those specified above may be carried as Hand Luggage.

Special Discount Rules – the General Rules are supplemented by and/or exemptions are provided for in the Special Discount Rules, which are published on the Carrier’s website.

Fixed-Term Ticket – a physical or electronic multiple-use document, in a form specified by the Carrier, granting the right to travel on the Carrier's trains on a local route for an unlimited number of journeys within a specified period.  

Continuous Trip Ticket – a ticket or tickets that represent a transport service contract concluded for a series of successive rail services provided by one or more railway undertakings.

In the case of trips with one or more transfers, the ticket or tickets purchased from the Carrier in a single sales transaction shall constitute a continuous trip ticket.

Quiet Zone – a train zone including all seats on a Class 1 train is intended for passengers who want to travel more quietly and concentrate. The rules that the Passenger must follow while travelling in the Quiet Zone are provided in section 11 of these rules.

Train Passenger (the ‘passenger’) – a natural person travelling in a train carriage under a contract of carriage of passengers, including when travelling without a ticket, or a person travelling in a train carriage on any other grounds laid down in the legislation governing the conditions of carriage of passengers, except for the train driver and other staff serving passengers in the train.

Carrier – the railway undertaking with which the passenger has concluded a contract of carriage.

Single Ticket – a ticket issued by the Carrier for one passenger, for one trip.

3.1. The conclusion of the contract of carriage shall be evidenced by a Ticket. The Ticket shall be the primary evidence that the contract of carriage has been concluded between the Carrier and a passenger. The contract of carriage shall consist of the following:

3.1.1. General Rules;

3.1.2. Special Discount Rules;

3.1.3. Information on the Ticket and on the Ticket for Additional Services.

3.2. The purchase of one Ticket or two (or more) continuous trip tickets shall be deemed to constitute a single contract of carriage, and the purchase of two (or more) Tickets other than continuous trip tickets shall be deemed to constitute the conclusion of two (or more) contract(s) of carriage respectively. In cases where the Carrier does not offer through tickets for the travel segments and does not provide information during the ticket purchase process, prior to payment, that the travel segments are considered a continuous journey, and the passenger, on their own initiative, adds separate tickets—granting the right to travel on different routes—to their basket, such tickets shall be considered separate transport contracts and shall not be regarded as through tickets.

3.3. The ticket shall contain the following information:

3.3.1. Mandatory:

3.3.1.1. The Carrier (UAB LTG Link or the Carrier’s Code – 1124);

3.3.1.2. A link to the Carrier’s website where the General Rules, Special Discount Rules and other conditions and rules of carriage are published.

3.3.1.3. The route of the trip (departure and arrival stations or stops);

3.3.1.4. The date of travel or expiry date of the Ticket;

3.3.1.5. The price of the Ticket;

3.3.1.6. The payment method;

3.3.1.7. The date of sale of the Ticket;

3.3.1.8. An indication that the carriage is carried out in accordance with the Uniform Rules concerning the Contract for International Carriage of Passengers and Luggage by Rail, irrespective of any conflicting clauses; this may be indicated by the acronym CIV.

3.3.2. Additional (depending on the ticket form, type, point of sale, route, etc.):

3.3.2.1. Cost of additional services;

3.3.2.2. The size and type of discount;

3.3.2.3. Train number;

3.3.2.4. Class of carriage/seat;

3.3.2.5. Number of passengers;

3.3.2.6. Departure time;

3.3.2.7. Carriage number;

3.3.2.8. Seat;

3.3.2.9. Other information.

3.4. The following information shall be included on the Ticket for Additional Services:

3.4.1. Mandatory:

3.4.1.1. The Carrier (UAB LTG Link or the Carrier’s Code – 1124); 

3.4.1.2. A link to the Carrier’s website where the General Rules, Special Discount Rules and other conditions and rules of carriage are published.

3.4.1.3. Number of the Ticket for Additional Services;

3.4.1.4. Price of the Ticket for Additional Services;

3.4.1.5. Method of payment;

3.4.1.6. Date of sale of the Ticket for Additional Services;

3.4.1.7. An indication that the carriage is carried out in accordance with the Uniform Rules concerning the Contract for International Carriage of Passengers and Luggage by Rail, irrespective of any conflicting clauses; this may be indicated by the acronym CIV.

3.4.2. Additional:

3.4.2.1. Date of travel;

3.4.2.2. Departure time;

3.4.2.3. Train number and seat;

3.4.2.4. Other information.

4.1. Tickets and Tickets for Additional Services shall be sold through the sales channels specified by the Carrier (ticket machines, website, mobile application (app), trains). Tickets shall also be sold at the sales points of the ticket seller UAB Perlas Finance, in accordance with the Rules for the Purchase of Train Tickets at UAB Perlas Finance Sales Points.  

4.1.1. After filling in the LTG Link Card Questionnaire at the Vilnius, Kaunas, Klaipėda and Šiauliai Information Centres and paying the Carrier’s fee, the Customer may purchase an LTG Link Card (the Card) and add Fixed-Term Tickets to it.

4.1.2. In the event of loss of or damage to a Card with an integrated fixed-term ticket, the Customer shall:

4.1.3. immediately call +370 700 55 111 during working hours (7:00 to 21:00) to have the Card blocked; 

4.1.4. purchase a new Card and enquire about the transfer of the data of the fixed-term tickets from the old Card to the new Card, indicating the name, surname, date of birth and email address and the number of the new Card, by calling +370 700 55 111 during working hours (7:00 to 21:00) or by sending an email to informacija@ltglink.lt. The data shall be transferred within 3 to 5 working days. Once the data has been transferred, the validity period of the fixed-term ticket will not be extended. 

4.2. The Single Ticket and the Ticket for Additional Services can be purchased on the Carrier's website and mobile app up to 30 calendar days before the planned start of the journey. The Single Ticket and the Ticket for Additional Services can be purchased from ticket machines up to 7 calendar days before the scheduled start of the journey, and the choice of a return journey is made within 3 calendar days after the departure date of the journey.

4.3. A passenger who has purchased two (or more) Tickets for travel to the Final Destination Station or stop (not a Continuous Trip Ticket) and who missed a transfer due to circumstances beyond the control of the Carrier, shall not be guaranteed assistance and compensation for the entire trip.

4.4. When a passenger purchases two or more Single Tickets for travel to the Final Destination Station or a stop with transfers, the Carrier’s recommended time between transfers shall be at least 15 minutes.

4.5. A 2 EUR service fee applies for tickets purchased on the train when the passenger:

4.5.1. Boards at a station or stop where there is a ticket machine (which is working at that time);

4.5.2. Wishes to extend their journey on the same train beyond the destination listed on their ticket.

4.6. The service charge (EUR 2) shall not be imposed in all cases on the following passengers, if documents confirming the passengers’ status (certificates) are shown to the Carrier’s service employees:

4.6.1. People referred to in Article 5(1) of the Law of the Republic of Lithuania on Transport Privileges:

4.6.1.1. People with an identified level of disability;

4.6.1.2. People with an identified capacity for work of 0-25%; 

4.6.1.3. People with an identified level of extensive special needs;

4.6.1.4. Cancer patients (upon presentation of the POLA card);

4.6.1.5. Defenders of independence with an identified capacity for work of 30-55% or an identified level of moderate special needs because of the USSR aggression that took place on 11-13 January 1991 and later;

4.6.1.6. Family members of deceased defenders of the independence of the Republic of Lithuania who are victims of the USSR aggression that took place on 11-13 January 1991 and later;

4.6.1.7. Other people falling within the scope of Article 5(1) of the Law of the Republic of Lithuania on Transport Privileges;

4.6.2. People referred to in Article 5(2)(1)-(5) of the Law of the Republic of Lithuania on Transport Privileges:

4.6.2.1. People with a capacity for work of 30-55% or people with an identified level of moderate special needs (recognised as group II disabled persons before 30 June 2005);

4.6.2.2. Participants of resistance to the occupations of 1940-1990 — volunteer soldiers under the age of 70 and participants of fights for freedom;

4.6.2.3. Victims of the occupations of 1940-1990 — political prisoners and exiles, former prisoners of ghettos, concentration camps or other types of internment camps, under the age of 70;

4.6.2.4. Defenders of the independence of the Republic of Lithuania who are victims of the USSR aggression that took place on 11-13 January 1991 and later;

4.6.2.5. Other people falling within the scope of Article 5(2)(1)-(5) of the Law of the Republic of Lithuania on Transport Privileges;

4.6.3. Persons receiving retirement pensions;

4.6.4. Pupils;

4.6.5. Children;

4.6.6. Passengers with children in pushchairs travelling from the Kaišiadorys railway station; 

4.6.7. Passengers wishing to continue their trip from Vilnius on the same day, on presentation of a ticket for the train Airport-Vilnius;

4.6.8. Passengers purchasing tickets on trains running on local Vilnius-Airport-Vilnius routes.

4.7. The passenger may continue the journey without additional charges if, due to the fault of the Carrier, the passenger is late for the onward journey and must travel by another train, but only if the passenger has a Ticket for the previous journey for which he was late.

4.8. Payments for Tickets shall be made as follows:

4.8.1. At ticket machines, only by bank card;

4.8.2. On the website, using the payment methods indicated therein, before the Carrier’s scheduled departure date as indicated on the Carrier’s website;

4.8.3. In the mobile application (app), using the payment methods specified there;

4.8.4. On trains, in cash or by bank card (subject to technical availabilities);

4.8.5. At the sales points of the ticket seller UAB Perlas Finance, in cash. 

4.9. A Ticket shall be valid for the route, date and/or time indicated on the ticket and subject to the other conditions specified on the Ticket.

4.10. A Ticket shall not be valid until proven otherwise if:

4.10.1. It does not contain the information listed in paragraph 3.3.1 of these General Rules;

4.10.2. It has been replaced with another Ticket or its contents are illegible due to damage;

4.10.3. A passenger travelling by train with a Season Ticket does not produce an identity document or a copy thereof;

4.10.4. The Ticket is displayed on an electronic device that is not capable of displaying the unique graphic code of the Ticket;

4.10.5. The passenger does not present a valid document (or a complete copy thereof) confirming the right to purchase a Ticket with a discount provided for by the Law of the Republic of Lithuania on Transport Privileges or with a commercial discount established by the Carrier.

4.11. A Single Ticket can only be used once.

4.12. During the trip, if there are unoccupied seats in the carriage, a passenger with a Single Ticket shall be entitled to change to a seat in a higher class upon payment of a surcharge (the difference in ticket prices) set by the Carrier. If the passenger voluntarily changes to a lower class seat, the price difference of the Tickets shall not be refunded.

4.13. The Carrier must refund the price difference of the Ticket to the passenger if the passenger, through the fault of the Carrier, travelled in a carriage/seat of a lower class than the one indicated on their Ticket, on a train of a lower category, or if the rolling stock was changed before or during the trip.

4.14. During the trip, as a result of technical faults of the train or the carriage, the Carrier undertakes to provide a replacement vehicle within 2 (two) hours from the occurrence of the fault or any other reason preventing the execution of the planned route for the carriage of the passengers, or the Carrier must provide the passengers with seats in other carriages of the same class of train as the one indicated on the Tickets. If such seats are not available, passengers shall be allocated seats of a higher class, in which case no transfer surcharge (difference in prices of the Tickets) shall be charged. If passengers are transferred to seats of a lower class, the difference in prices of the Ticket shall be refunded.

4.15. One-day fixed-term tickets:

4.15.1. A one-day fixed-term ticket (‘One-Day Ticket’) shall be purchased through the sales channels offered by the Carrier (independently on the Carrier’s website/in the mobile application (app), at ticket machines), from any day of the month, in both directions, on the chosen day, on selected local transport routes (except for the routes referred to in paragraph 4.13.2). A One-Day Ticket (on the Carrier’s website and in the mobile application (app)) shall be available for sale no earlier than 30 days before the commencement of validity of the One-Day Ticket, and at ticket machines, One-Day Tickets shall be available no earlier than 7 days before the commencement of validity of the One-Day Ticket.

4.15.2. One-Day Tickets shall not be available for the following local routes:

• Vilnius-Klaipėda-Vilnius;

• Vilnius-Šiauliai-Vilnius;

• Vilnius-Joniškis-Vilnius;

• Vilnius-Kaunas-Vilnius for Class 1 seats;

• Vilnius-Trakai-Vilnius for Class 1 seats;

• Vilnius-Mockava-Vilnius for Class 1 seats;

• Vilnius–Turmantas–Vilnius for Class 1 seats;

• Vilnius–Kena–Vilnius for Class 1 seats.

4.15.3. A One-Day Ticket shall only be valid on routes and trains for which the start or the final destination of the route is indicated on the One-Day Ticket. A passenger may embark and disembark at any station between the starting station and the final destination indicated on the One-Day Ticket.

4.15.4. During the trip, the passenger must present a valid identity document or a full copy of it together with the One-Day Ticket upon request of the Carrier’s service staff. This provision shall not apply to business customers who have entered into ticket purchase contracts with the Carrier.

4.15.5. A One-Day Ticket shall be subject to the concessions provided for in the Law of the Republic of Lithuania on Transport Privileges.

4.15.6. The Carrier’s commercial discounts shall not apply to One-Day Tickets, except for business customers who have concluded ticket purchase contracts with the Carrier.

5.1. Single Tickets and Tickets for Additional Services: 

5.1.1. A passenger wishing to change the date of travel and/or time of departure, place, or class of travel indicated on the Single Ticket or the Ticket for Additional Services shall contact the Carrier through the channels indicated in Table 1. 

5.1.2. A passenger shall have the right to replace a Single Ticket and a Ticket for Additional Services once if at least 30 (thirty) minutes remain until the departure time of the train specified on the ticket. The replacement conditions can be found in Table 1.

5.1.3. The passenger can change the class indicated in the Ticket on the website www.ltglink.lt or in the LTG Link mobile application on all routes (except for routes where 1st class seats are reserved, and 2nd and/or 3rd class seats are not reserved). If the customer changes the Ticket from a lower class to a higher class, then he must pay the price difference, and if from a higher class to a lower class, the price difference is refunded to him.

5.1.4. Tickets purchased at UAB Perlas Finance sales points can be replaced at least 30 minutes before train departure on the Carrier’s website. Only replacements with a ticket of the same value shall be possible.

5.1.5. The ticket seller UAB Perlas Finance does not provide ticket replacement services.

5.1.6. The Passenger may cancel/return the Single Ticket and the Ticket for Additional Services at least 24 (twenty-four) hours before the train departure and recover 90% of the ticket price by contacting the Carrier through the channels specified in Table No. 2. The amount not to be refunded shall be deemed to be the Carrier's minimum loss for the return of the unused ticket.

5.1.7. A passenger may return a Single Ticket or a Ticket for Additional Services at least two (2) hours before the train departure and recover 70% of the ticket price by contacting the Carrier through the channels indicated in Table No. 2. The amount not to be refunded shall be deemed to be the Carrier's minimum loss for the return of the unused ticket.

5.1.8. The Meal Pack purchased by the passenger together with the travel Ticket may be changed and returned under the terms and conditions applicable to Single Tickets and Tickets for Additional Services in this section.

5.1.9. A ticket with a purchased Meal Pack may be returned within the time limits set out in paragraphs 5.1.6 and 5.1.7 of the Rules, in which case the passenger will receive a full refund of the amount paid for the Meal Pack plus 70% or 90% of the ticket price (depending on how long before the train departure the passenger returned the ticket). If the ticket is returned after the expiry of the 2 (two) hour time limit before the train departure, the passenger will only be refunded for the Meal Package purchased. The amount not to be refunded shall be deemed to be the Carrier's minimum loss for the return of the unused ticket.

5.1.10. If the Passenger was unable to use the Single Ticket due to illness or accident and decides to return the Ticket, they shall be refunded 70% of the ticket price (the non-refundable part of the Ticket price shall represent the Carrier's minimum loss incurred by the Carrier due to the return of the unused ticket). In such cases, the Passenger shall submit a request within 24 hours of the missed journey by filling in a feedback form. The request shall be accompanied by documents (or copies of documents) proving the validity of the circumstances stated in the request, and the circumstances that prevented the passenger from using the service.

5.1.11. No refunds will be made for unused Single Ticket or Additional Services Ticket submitted less than 2 (two) hours before the train departure time indicated on the ticket and/or after the train has departed, except as provided for in Clause 5.1.8 of the Rules. The non-refundable amount shall be considered the Carrier's minimum losses incurred due to the return of the unused ticket.

5.1.12. A replaced Single Ticket and/or Ticket for Additional Services shall not be returned. 

5.1.13. The Food Package purchased by a passenger together with the travel Ticket may be replaced and returned in accordance with the terms and conditions applicable to Single Tickets and Tickets for Additional Services in this section.

5.1.14. A passenger who buys single tickets for the same route in both directions (‘there’ and ‘back’) on all local transport routes at the same time shall be granted a discount at the rate specified in the Special Discount Rules. Such a ticket shall be treated as one ticket and may be replaced or returned only once, in accordance with the procedures set out in this section for the replacement and return of Single Tickets. After using the ticket to reach a destination, the return ticket may be replaced or refunded. Once a Ticket has been replaced or returned, it shall not be replaced or returned a second time.

5.1.15. Single Tickets purchased in a single purchase as continuous trip tickets offered by the Carrier for a number of consecutive rail services provided by the Carrier shall be treated as one ticket and may be replaced or returned only once. Once a travel ticket has been replaced or returned, it shall not be replaced or returned a second time.

5.2. Fixed-Term Tickets and One-Day Tickets:

5.2.1. For individuals, the Fixed-Term and One-Day Tickets are nominal tickets, and customers must provide the name of the passenger when purchasing these tickets. Legal entities purchasing Fixed-Term or One-Day Tickets must indicate the name of the passenger or the name of the company purchasing the ticket(s) in accordance with the business contract concluded with the Carrier.

5.2.2. A Fixed-Term Ticket and a One-Day Ticket entitle a single passenger to travel on the local transport route of his/her choice for an unlimited number of journeys within a fixed period. In the event that more than one person is found to be using the same ticket on the same journey during passenger checks, each person will be required to purchase a travel ticket. 

5.2.3. If Fixed-Term or One-Day Tickets are purchased with a privilege under the Law on Transport Privileges, the customer must present a valid document confirming their entitlement to the privilege.

5.2.4. Fixed-Term Tickets and One-Day Tickets shall not be exchangeable. In order to change a Fixed-Term Ticket and/or a One-Day Ticket, the passenger shall return the existing ticket and purchase a new one in accordance with the deadlines set out in paragraphs 5.1.6 and 5.1.7 of the Rules. 

5.2.5. The return procedure and return channels for the Fixed-Term Ticket and the One-Day Ticket are shown in Table No. 3.

5.2.6. A Fixed-Term Ticket topped up to an LTG Link card at ticket machines can be returned at the Information Centre (in Vilnius, Kaunas, Klaipėda or Šiauliai) or by contacting the Customer Information Centre by phone +370 700 55 111.

5.2.7. If the return of a Fixed-Term Ticket or a One-Day Ticket is made before the date of expiry of the Fixed-Term Ticket or the One-Day Ticket, 100% of the ticket price will be refunded. 

5.2.8. If the Passenger was ill, went on a business trip or for other important reasons was unable to use the ticket for a continuous period of at least 10 calendar days and decides to return the One-Day Ticket or the Fixed-Term Ticket, they shall be refunded 70% of the ticket price for the days not used (the non-refundable part of the ticket price shall be the Carrier's minimum loss incurred as a result of the return of the unused ticket). In such cases, the Passenger must contact the Carrier by e-mail informacija@ltglink.lt, or fill in a free-form application form at the Carrier's Information Centres (in Vilnius, Kaunas, Klaipėda or Šiauliai). Together with the request, the Passenger shall submit the number of the fixed-term ticket and supporting documents for the reasons why the ticket was not used.   

5.3. Group tickets:

5.3.1. Group tickets shall not be replaceable. To replace a group ticket, the passenger must return the existing ticket and buy a new one.

5.3.2. For an unused group ticket (a group ticket is not divisible), 90% of the ticket price shall be refunded to the buyer, provided that at least 24 (twenty-four) hours are left until the train departure. The passenger can return the ticket independently on the Carrier’s website or in the mobile app.  

5.3.3. For an unused group ticket (a group ticket is not divisible), the buyer will be refunded 70% of the ticket price if fewer than 24 (twenty-four) hours, but at least 2 (two) hours remain before the train departs.

5.3.4. Unused group tickets submitted when fewer than 2 (two) hours are left until the departure of the train indicated on the ticket and/or after the departure shall not be refunded.

5.3.5. Any additional charges, deductions and/or non-refundable amounts (non-refundable part of the ticket price or the total ticket price) shall be the Carrier’s minimum loss due to the replacement and/or refund of the unused ticket or the Ticket for Additional Services.

5.4. If a passenger was unable to travel by train due to the fault of the Carrier, the passenger shall be refunded the full unused amount of money of any ticket type. In this case, the passenger may apply to the Carrier for a refund by filling in a feedback form, describing the factual circumstances of the situation and providing supporting evidence.

5.5. Ticket refunds: 

5.6. If a passenger returns the ticket purchased at the ticket office or at the sales points of the ticket seller UAB Perlas Finance to the Passenger Information Centre (by contacting by email at informacija@ltglink.lt), the money will be refunded to the specified bank account within 14 calendar days. When contacting the Passenger Information Centre, the passenger must provide their name, surname, contact details, bank account number and the ticket the passenger wishes to return.

5.7. If a ticket that was paid for with a gift card is returned, the money will be refunded to the gift card.

5.8. If the ticket was paid for online or in mobile applications (APPs) using electronic banking, after the passenger independently returns the ticket(s) on the website or in mobile applications (APPs), the money is returned to the passenger by payment order to the payer's bank account. With a payment order, the money is returned no later than within 6 working days.

5.9. When a passenger applies for a refund of tickets or Additional services and fills out a feedback form on the Carrier's website or a free-form request at the Carrier's information centers (Vilnius, Kaunas, Klaipėda or Šiauliai), and after the Carrier makes a decision on the refund, from the date of the decision, the money is transferred to the specified passenger's account returned within 14 calendar days.

5.10. Once a passenger has purchased a ticket at a ticket machine and has returned the ticket(s) on the website on his/her own, the money will be refunded to the passenger by means of a payment order to the payer's bank account. Refunds by payment order must be made within 10 working days at the latest.

5.11. If a passenger applies for a refund of tickets or Additional Services and fills in a feedback form on the Carrier's website or a free-form application at the Carrier's Information Centres (in Vilnius, Kaunas, Klaipėda or Šiauliai), and the Carrier makes a decision on the refund, the refund shall be made to the specified account of the passenger within 14 calendar days from the date of the decision.

5.12. If the passenger did not travel to the final station or stop indicated on the Ticket, but alighted at an intermediate station or stop, the difference between the price of the shorter journey and the price of the Additional Services indicated on the Ticket shall not be refunded.

5.13. Meal Pack:

5.13.1. The Meal Pack can only be collected during the journey. The passenger must collect the Meal Pack before the end of the journey specified on the ticket purchased by the passenger. Failure to collect the Meal Pack within this period shall be deemed to be a rejection of the Meal Pack and a refusal to perform the contract of sale of the Meal Pack, in which case no refund shall be made.

5.13.2. The Meal Pack is collected by presenting the travel attendant with the travel ticket confirming that the Meal Pack has been purchased. If the passenger does not present the ticket proving that the Meal Pack has been purchased, the Meal Pack will not be issued.

5.13.3. At the end of the journey, any Meal Pack not collected by the passenger shall remain at the Carrier's disposal and the Carrier shall be entitled to dispose of it at its discretion.

5.13.4. The Meal Pack may be returned within the time limits set out in paragraphs 5.1.6, 5.1.7 and 5.1.9 of the Rules. 

6.1. The Law of the Republic of Lithuania on Transport Privileges (in the current version) provides concessions for persons of the categories defined in the Law when they purchase Tickets for local train travel in Class 2 and Class 3 seats and present valid documents (or full copies of documents) confirming the right to purchase a Ticket with the concession provided for in the Law of the Republic of Lithuania on Transport Privileges together with the Ticket during the trip.

6.2. If a passenger is not entitled to a concession under the Law of the Republic of Lithuania on Transport Privileges, the passenger shall be issued a Ticket at full price, unless the Special Discount Rules provide otherwise.

6.3. Children under 6 years old shall not be allowed to travel by train unaccompanied. 

6.4. The age of the child shall be determined by how old the child was on the day of departure.

6.5. Passengers are entitled to carry one or two children up to and including 7 years of age free of charge, provided they do not occupy a separate seat.

7.1. A passenger shall be entitled to carry Hand Luggage without occupying an extra seat, with a total sum of three dimensions (length, width, height) of not more than 200 cm and a total weight of not more than 36 kg. Carrying Hand Luggage in excess of these limits shall be prohibited.

7.2. A passenger may carry, free of charge, Hand Luggage consisting of two luggage items which, taken together, do not exceed the size and weight requirements for Hand Luggage set out in paragraph 7.1. If a passenger carries 3 items of Hand Luggage, the third one is charged at 30% of the ticket price. The maximum number of luggage items per passenger is 3. Hand Luggage shall be stored in designated areas. Hand Luggage shall be the responsibility of the passenger.

7.3. If a passenger does not store their luggage in the designated areas and occupies an extra seat with their luggage and other items, the Carrier shall have the right to charge the passenger a fee corresponding to the full price of the Ticket. 

7.4. If a child or a person with special needs is travelling by train, in addition to the luggage complying with the requirements of paragraph 7.1 of the General Rules, a foldable child’s stroller and/or mobility equipment for the person with special needs, including wheelchairs and assistive devices, may be carried free of charge in addition to the Hand Luggage. 

7.5. Passengers shall not be allowed to carry:

7.5.1. items that could damage or contaminate the carriage, or harm passengers or their hand luggage;

7.5.2. flammable, spontaneously combustible, explosive, radioactive, caustic and poisonous substances;

7.5.3. passengers entitled to carry weapons shall be prohibited from carrying loaded firearms and firearms that are not in holsters or other suitable articles so as to be secure and not clearly visible, except as provided for in laws and regulations;

7.5.4. items that can cause infection or give off a pungent smell.

7.6. Hand Luggage must not obstruct the passage, access to emergency exits, access to fire extinguishers or brakes, or interfere with other passengers.

8.1. A passenger shall be entitled to carry one Micromobility Device (bicycle, electric bicycle, scooter, skateboard, etc.). Motorised bicycles with internal combustion engines shall be prohibited.

8.2. Mobility equipment, including wheelchairs and assistive devices of people with individual needs, shall be transported free of charge.

8.3. Each train has a minimum of four bicycle storage places.

8.4. The passenger must pay the Carrier’s charge for the transport of the bicycle on the train:

8.4.1. On local trains with Class 2 and Class 3 seats, a charge of 45% of the full price of a Ticket for the relevant class and a Ticket for Additional Services to prove it.

8.5. Bicycle storage places are available in Class 2 and Class 3 carriages. Bicycles shall not be allowed in carriages equipped with Class 1 seats.

8.6. If a passenger has purchased a Ticket for Additional Services for the carriage of a bicycle prior to the trip, but the carriage of the bicycle is refused without a duly justified reason, the passenger shall be entitled to be re-routed or to a refund of the amount paid (the price of the Ticket and the price of the Ticket for Additional Services) pursuant to paragraph 14.1 of the General Conditions, to a compensation paid pursuant to paragraph 14.4, and to assistance provided as referred to in paragraph 14.12. of the General Conditions. 

8.7. Disassembled and packed bicycles and other Micromobility Devices up to the hand luggage allowance and weighing up to 25 kg shall be transported free of charge. The weight and dimensions of the bicycles and other Micromobility Devices referred to in this paragraph shall be counted towards the total hand luggage allowance specified in paragraph 7.1 of the Rules. 

8.8. If disassembled and packed bicycles and other Micromobility Devices exceed 25 kg or the dimensions of hand luggage specified in paragraph 7.1 of the Rules, the carriage of such devices shall be prohibited.

8.9. The Micromobility Device must not obstruct the passage in the carriage or interfere with other passengers.

8.10. Charging electric micromobility devices on the trains shall be prohibited.

9.1. Only healthy, clean, vaccinated animals may be transported by a passenger without occupying a separate seat. The travel attendant shall have the right to ask the passenger to produce the vaccination passport of the animal carried. 

9.2. Animals may be transported free of charge in Class 2 and Class 3 seats on local trains if the animals are kept throughout the trip in a container specifically intended for this purpose (basket, crate, cage, etc.), the total sum of the three dimensions (length, width, height) of which shall not exceed 115 cm, with a watertight bottom and a total weight of not more than 8 kg.

9.3. There is no extra charge for persons with individual needs transporting an assistance dog in Class 2 and 3 carriages.

9.4. For the transport of animals on local trains without containers referred to in paragraph 9.2., the following charges shall apply:

9.4.1. On local trains with Class 2 and Class 3 seats, a charge of 50% of the full price of a Ticket of the relevant class. Upon payment of the above charge, the passenger shall receive a Ticket for Additional Services confirming this.

9.5. Animals cannot be transported in Class 1 seats.

9.6. All animals must be transported without occupying a separate passenger seat, and it is recommended that animal owners purchase their tickets at locations marked with the ‘Animal Friendly Place’ symbol or in carriages/seats designated by the Carrier’s staff.

9.7. A passenger shall be allowed to transport a maximum of two animals without a container specifically intended for this purpose. Animals must be kept within 0.5 m of the passenger, muzzled and on a leash. 

9.8. Assistance dogs and dogs that have passed the City Dog socialisation test or the BH test (except dangerous and fighting dogs and crossbreeds of fighting and dangerous dogs) are allowed without a muzzle. The passenger must produce a certificate of passing the test/examination on request of the Carrier’s staff. The certificate must have been issued no earlier than three years before the start of the trip.

9.9. The passenger must ensure that the animals the passenger transports do not interfere with or endanger the life, health or property of humans, other animals or the property of the Carrier and other passengers throughout the trip.

10.10. A passenger transporting animals must ensure that sanitary and hygiene requirements are met. The passenger shall be liable for any damage caused by the animals the passenger transports, as well as for breaches of the sanitary and hygiene requirements in the passenger carriage.

10.1. Items found on board a train must be reported to the Carrier’s travel attendants. The Carrier’s travel attendant may check the contents of unattended items, may remove them from the train and place them in long-term storage or may destroy them if, in the opinion of the Carrier or competent authorities, such items pose a danger to the safety of passengers and other people or to the Carrier’s property.

10.2. Items found or left in storage and not recovered shall be stored for six months, after which they shall be disposed of in accordance with the procedure laid down by the legislation of the Republic of Lithuania.

10.3. Passengers can get advice and information about items left on trains or at the station (stop) by calling +370 700 55111 during working hours (7 a.m. to 9 p.m.) or by sending an email to informacija@ltglink.lt.

11.1. Vilnius Railway Station has a VIP Lounge — a special area designed to provide a higher level of comfort and privacy for passengers. 

11.2. The VIP Lounge is accessible to passengers who:

11.2.1. Purchased single Class 1 Tickets on the mobile app or on the website www.ltglink.lt, which entitle them to travel on any local route, provided that the journey time is at least 1 hour. In this case, a visit to the VIP Lounge is included in the price of the Ticket and there is no additional charge for the VIP Lounge.

11.2.2. Purchased single Class 1 Tickets on the mobile app or on the website www.ltglink.lt, which entitle them to travel on any local route, provided that the journey time is less than 1 hour. In this case, in order to visit the VIP Lounge, passengers will need to purchase a Ticket for Additional Services in addition to their travel Ticket on the Mobile App or on the website www.ltglink.lt to visit the VIP Lounge.

11.2.3. Purchased single Class 2 or Class 3 Tickets entitling passengers to travel on any local route on the mobile app or on the website www.ltglink.lt, as well as a Ticket for Additional Services entitling passengers to visit the VIP Lounge through the aforementioned sales channels.

11.3. The VIP Lounge is only available if the passenger has purchased a travel Ticket and, if applicable, a Ticket for Additional Services and the passenger’s starting or ending stop is Vilnius Railway Station. 

11.4. Children under 7 years of age may enter the VIP Lounge free of charge if the passenger travelling with the child chooses the additional service “Carriage of a child under 7 years of age without occupying a separate seat in Class 2 or Class 3 carriages” when purchasing a Single Ticket and purchases a Ticket for Additional Services in addition to the Single Ticket, which entitles the person travelling with the child to visit the VIP Lounge.

11.5. Children under 7 years of age occupying a separate seat during the journey and children over 7 years of age may enter the VIP Lounge if they hold a Class 1 ticket for a journey time of at least 1 hour or a Class 1 ticket with a purchased Ticket for Additional Services for a journey time of less than one hour or a Class 2 or Class 3 ticket with a purchased Ticket for Additional Services entitling them to visit the VIP Lounge. 

11.6. Passengers may visit the VIP Lounge within 2 hours after the journey has taken place or 2 hours before the start of the journey and only on the day of the journey.

11.7. The service may be used once with the same ticket.

11.8. The ticket for a visit to the VIP Lounge purchased by the passenger together with the travel Ticket may be replaced and refunded in accordance with the terms and conditions of replacement and refund applicable to Single Tickets and Tickets for Additional Services.

11.9. If a passenger replaces their Ticket (e.g., replaces Class 1 with a lower class) in accordance with paragraph 11.2.1, the passenger cannot visit the VIP Lounge and must purchase a Ticket  for Additional Services entitling them to visit the VIP Lounge. 

11.10. The Ticket for Additional Services (for visiting the VIP Lounge) is not subject to the privileges set out in the Law on Transport Privileges and the Carrier’s commercial discounts.

11.11. The purchase of a Ticket for additional Services (for visiting the VIP Lounge) may be settled with the Carrier’s gift card.

11.12. Bicycles, scooters or other micro-mobility devices (with the exception of mobility aids for persons with individual needs, and pushchairs) may not be brought into the VIP Lounge.

11.13. Hand luggage complying with the requirements of these Rules may be taken into the VIP Lounge.  

11.14. Further information on the VIP Lounge, its services and opening hours can be found HERE.

12.1. Before travelling, a passenger must:

12.1.1. Familiarise themselves with the General Rules and the Special Discount Rules;

12.1.2. Purchase a ticket and, if applicable, a Ticket for Additional Services at the sales points indicated in paragraph 4.1 of these Rules; 

12.1.3. On board the train, the passenger must purchase a Ticket immediately, otherwise the passenger will be considered to be travelling without a Ticket (this applies if the passenger boarded the train without a Ticket);

12.1.4. Buy a Ticket at full price if the passenger does not have a valid document (or a copy thereof) entitling them to benefit from a concession provided for in the Law of the Republic of Lithuania on Transport Privileges and/or a commercial discount set by the Carrier;

12.1.5. Before confirming the purchase of the Ticket, check the price of the Ticket and make sure that the Ticket has been processed in accordance with all the passenger’s instructions and that all the information on the Ticket is clear and correct. 

12.1.6. Arrive at the station or stop in good time to reach the platform from which the train indicated on the Ticket departs.

12.2. During the trip, a passenger must:

12.2.1. Keep their Ticket and the Ticket for Additional Services until the end of the trip. Present it to the staff carrying out passenger control upon request. The Carrier shall not be liable for the loss or theft of the Ticket and/or the Ticket for Additional Services or for any unauthorised use of the Ticket by another person. Copies or duplicates of tickets and/or Tickets for Additional Services shall not be issued on board trains;

12.2.2. Have and present to the staff carrying out passenger control valid documents (or full copies thereof) confirming the right to the concession provided for in the Law of the Republic of Lithuania on Transport Privileges and/or the Carrier’s commercial discount, as well as an identity document (or a full copy thereof), if required;

12.2.3. Not disturb other passengers during the trip and not interfere with the work of the Carrier’s staff. 

12.2.4. It shall be forbidden to make noise, talk loudly on the phone, use mobile devices with loudspeaker on, shout or otherwise disturb other passengers or the Carrier’s staff.  

12.2.5. All seats on a Class 1 train shall be a quiet zone. The quiet zone shall be the area of the train for those who want to travel more quietly and concentrate. In the quiet zone, talking to other passengers shall be quiet (whispering) and other passengers shall not be disturbed. No mobile phones or other electronic devices may be used to talk in the quiet zone, and sound must be switched off if such devices are used. Music may be played through headphones, but in such a way that it does not disturb other passengers travelling in the quiet zone. Those who do not comply with the rules of the quiet zone may be asked to change to Class 2 seats. In this case, the difference in ticket price shall not be refunded to the passengers.

12.2.6.      Ensure that hand luggage, bicycles, other Micromobility Devices and/or animals do not endanger or interfere with, or cause damage to, other passengers, mobility equipment, luggage, the Carrier’s staff and property, or railway operations, and that sanitary and hygienic requirements are observed;

12.2.7. Give up an appropriately marked seat to people with individual needs or families with children;

12.2.8. Comply with all safety requirements set by the Carrier when boarding and disembarking from the train and throughout the trip. The Safe Passenger Behaviour Guide is available on the Carrier’s website.

12.2.9. Passengers are not allowed to travel on trains wearing dirty clothes that could stain the interior of the carriages or the clothes of other passengers, to put their feet up on the seats, or to litter on trains and in the protection zones of the tracks and their equipment. Failure to comply with this requirement shall entitle the Carrier’s staff to refuse to admit or to remove the passenger from the train.

12.2.10. If a passenger occupies more than one seat during the trip, a staff member of the Carrier shall have the right to ask the passenger to pay a fee corresponding to the ticket price for each additional seat occupied.

12.3. Passengers shall not be allowed to travel if they are drunk or have consumed drugs or other psychotropic substances. The staff of the Carrier shall have the right to refuse to allow a suspicious passenger to board or disembark from the train.

12.4. It is recommended get on/off the train without rushing, to hold onto the handrails, to let people with individual needs, passengers with small children, pregnant women and elderly passengers to board first.

12.5. If necessary, passengers should ask for help boarding the train, finding their seats and putting away/retrieving their luggage;

12.6. Passengers should take care of their safety: if there are seats available or if a seat is indicated, it is recommended to sit down. If there are no seats available, passengers must stand in the designated areas of the train and hold onto the handrails. 

12.7. During the trip, passengers are forbidden to consume alcoholic beverages, other narcotic and psychotropic substances, to smoke (use tobacco products and electronic cigarettes), to damage the equipment, inventory, walls, upholstery, and signs of the carriages. Failure to comply with this requirement shall entitle the carrier’s staff to remove the passenger from the train.

12.8. Passengers shall not store luggage in passages or block doors, access to emergency equipment (fire extinguishers, emergency exits, etc.).

12.9. Passengers shall comply with warning signs and safety instructions, verbal announcements by the Carrier’s staff, and requirements in the station area and on board the train.

12.10. It shall be forbidden to open the disembarkation doors or press their control buttons while the train is running.

12.11. Passengers shall immediately inform the travel attendant of any actions or events that may cause/have caused damage to the passenger’s or other passengers’ health or life, or to the Carrier’s property.

12.12. Passengers shall not use emergency brakes or other safety equipment without good reason. The Code of Administrative Offences of the Republic of Lithuania provides for administrative liability for illegal train braking.

12.13. Passengers can only walk/go to/from one train to another by crossing the track at the station in designated areas: crossings, footbridges, tunnels. It is necessary to observe the road information signs (markings), sound signals and directions that allow or prohibit walking. Stopping, looking around and listening is mandatory. It is forbidden to crawl under stationary carriages.

12.14. While waiting for a train, passengers must stand only at a safe distance and only in designated, marked areas (yellow stripe).

12.15. When crossing the tracks, passengers must not wear headphones (earphones) or use their phones; they must look around to make sure no train is approaching.

12.16. In the event of an emergency, if the train is stopped on plain track, getting on/off the train shall be only possible with the permission of the travel attendant (the Carrier’s representative) and only at the specified location. In the event of the need to evacuate, the travel attendant (the Carrier’s representative) shall show the passengers a safe walking route to a safe area where the passengers shall wait for alternative transport or train. Crossing roads in unauthorised areas is prohibited.

12.17. Inappropriate behaviour (abuse, harassment, violence, threats of violence, criminal acts against a Carrier’s staff member or a passenger) on board the train shall not be acceptable. Persons who violate public order, cannot control their actions, or behave threateningly or irresponsibly shall be reported to the police.

12.18. Failure to comply with the requirements of safe behaviour may result in the Carrier’s staff refusing to allow the passenger to board the train or removing the passenger from the train.

12.19. Passengers accompanying minors or groups of minors must ensure and be responsible for the children complying with these safety requirements. 

12.20. The passenger shall be liable for breach of the contract of carriage in accordance with the procedure laid down by the legislation of the Republic of Lithuania.

12.21. Passengers who violated the public order requirements and/or the General Rules and were removed from the Carrier’s train shall forfeit their right to reimbursement of the Ticket or Ticket for Additional Services for which they had paid.

12.22. For travelling without a Ticket and/or carrying unpaid baggage in excess of the prescribed amount, the passenger shall be subject to administrative liability as laid down in the Republic of Lithuania Code of Administrative Offences. In this case, the passenger must pay the fine imposed on them, as well as the cost of the trip and the carriage of the unpaid baggage. The Carrier shall have the right to prohibit the continuation of the trip of a passenger who refuses to pay the carriage charge or the surcharge on demand.

12.23. Without changing their Ticket, a passenger cannot interrupt their trip and later continue the trip with the same Ticket.

12.24. Failure to comply with the lawful requirements of railway transport control officers or obstructing them in the performance of their duties shall be subject to the administrative liability provided for by the legislation of the Republic of Lithuania. 

12.25. The passenger shall be responsible for the accuracy of the personal information on the Ticket.

12.26. For damage to or destruction of station and vehicle equipment, the passenger shall be liable in accordance with the procedure laid down by the legislation of the Republic of Lithuania.

12.27. A passenger transporting animals on board a train shall be liable for damages and losses, as well as for breaches of sanitary and hygiene requirements, caused by such animals in the carriage. The passenger shall also be liable for damage caused to the Carrier or to third parties by the passenger’s hand luggage, bicycles, wheelchairs, Micromobility Devices or other mobility equipment or other items transported by the passenger.

12.28. The passengers shall have other rights and obligations set out in Regulation (EU) 782/2021 of the European Parliament and of the Council of 29 April 2021 on rail passengers’ rights and obligations.

13.1. The Carrier must:

13.1.1. Ensure that the spaces and areas of the train used for boarding and transporting passengers are tidy; 

13.1.2. Ensure the safety of every passenger when boarding, alighting and staying on the train;

13.1.3. Ensure the safe carriage of passengers, hand luggage, bicycles, other micromobility devices and mobility equipment, including wheelchairs and assistive devices, and animals used by persons with individual needs;

13.1.4. Ensure the high quality of services and passenger service;

13.1.5. Adhere to the timetables set for passenger trains;

13.1.6. Transfer passengers’ belongings found in the carriage to a long-term storage facility;

13.1.7. Ensure the provision of the service to persons with individual needs in accordance with the Carrier’s approved Accessibility Rules for the carriage of persons with individual needs;

13.1.8. Where appropriate, confirm the reasons for the delay, missed transfer or cancellation of the passenger transportation service. In order to obtain such confirmation, passengers may contact the Carrier by email at nuomone@ltglink.lt. In the event of problems (e.g., train delays or cancellations), passengers who have purchased tickets and provided their telephone numbers shall be informed by SMS or email of changes to their trip.

13.1.9. In accordance with the provisions of the legislation of the Republic of Lithuania and the European Union, to compensate for damages in the event of the Carrier’s liability related to death of passengers, bodily injury, loss of or harm to animals, loss of or damage to hand luggage or bicycles, in the event of non-compliance with the timetable, and to compensate for the loss of or damage to mobility equipment, including wheelchairs and assistive devices, used by persons with individual needs.

14.1. If, at the time of departure or in the event of a missed transfer or cancellation, it is reasonably expected that the arrival at the final destination of the contract of carriage will be delayed by 60 minutes or more, the Carrier shall offer the passengers the choice of one of the following options:

14.1.1. A full refund of the ticket price under the same conditions as paid for, for the part or parts of the trip not made and for the part or parts already made if the trip is no longer in accordance with the passenger’s original travel plans, and, if necessary, the provision of a return service to the original place of departure at the earliest opportunity; 

14.1.2. Continuation of the trip or taking an alternative route under similar transport conditions to the final destination at the earliest opportunity;

14.1.3. Continuation of the trip or taking an alternative route under similar transport conditions at a later date convenient to the passenger.

14.2. In the event that, in accordance with subparagraphs 14.1.2 and 14.1.3 of the General Rules, the same Carrier or another undertaking are entrusted with carrying out the trip on a different route under similar transport conditions, passengers shall not incur additional costs as a result. This requirement shall also apply if a higher class of service or alternative modes of transport are used for the re-routing.

14.3. In the circumstances set out in paragraph 14.1 of the General Rules, the Carrier may, at the request of a passenger, allow the passenger to enter into a contract with another transport service provider that would enable the passenger to reach their final destination under similar conditions. In such a case, the Carrier shall reimburse the costs incurred by the passenger.

14.3.1. If the passenger is not informed of the availability of re-routing within 100 minutes of the scheduled departure time of the delayed or cancelled service or missed transfer, the passenger shall have the right to enter into such a contract with other public transport providers, in which case the Carrier shall reimburse the passenger for the necessary, reasonable and appropriate costs incurred by the passenger.

14.4. Without losing the right to travel by train, a passenger shall be entitled to claim compensation from the Carrier for delays if the train travelling to the station or stop of arrival specified in the contract of carriage was delayed by more than 60 minutes and, as a result of this delay, the passenger has not been refunded the sum of money paid for the Ticket in accordance with paragraph 14.1.1 of the General Rules. Passengers holding Season Tickets may also benefit from the rights set out in this paragraph. Compensation for delays shall be as follows:

14.4.1. Twenty-five percent of the price of the Ticket paid by the passenger in the event of a delay of between 60 and 119 minutes in arriving at the station or stop of arrival;

14.4.2. Fifty percent of the price of the Ticket paid by the passenger in the event of a delay of 120 minutes or more in arriving at the station or stop of arrival.

14.5. If there are repeated delays of under 60 minutes during the validity period of a Season Ticket, the duration of the delay may be cumulated and passengers may be compensated. 

14.6. Compensation for delays shall be calculated on the basis of the total price actually paid by the passenger for the delayed trip. Where the contract of carriage is for a round trip, the compensation for delay in the case of the trip to the destination or the return trip shall be calculated on the basis of the price indicated on the Ticket for that part of the trip. Where no such price is indicated for the individual parts of the trip, the compensation shall be calculated on the basis of half the price paid for the Ticket. 

14.7. The Carrier shall be exempted from liability under paragraph 14.4 of the General Rules if the delay is notified to the passenger before the purchase of the Ticket, or if the delay resulting from the extension of the trip by using another service or taking an alternative route is shorter than 60 minutes.

14.8. The Carrier shall not be obliged to pay compensation if it can prove that the delay, missed transfer or cancellation was directly caused by, or is inextricably linked to:  

14.8.1. Exceptional circumstances not connected with the operation of the railway, such as extreme weather conditions, major natural disasters or major public health crises, which the Carrier could not have avoided and could not have prevented their consequences, despite having taken the necessary precautions in the particular circumstances of the case;

14.8.2. The passenger’s fault or;

14.8.3. The conduct of a third party (e.g., persons on the railway tracks, theft of cables, emergencies on board the vehicle, law enforcement actions, sabotage or terrorism) which the Carrier could not have avoided and could not have prevented their consequences, despite having taken the necessary precautions in the particular circumstances of the case.

14.8.4. The exceptions referred to in paragraph 14.8.3 of the General Rules shall not include strikes of the Carrier’s staff, acts or omissions by another undertaking using the same railway infrastructure, and acts or omissions by infrastructure and station managers.

14.9. Compensation due to passengers in the event of train delays and refunds of ticket prices referred to in paragraph 14.1.1 of the General Rules shall be made within 30 days of the date of the request. Compensation may be paid in the form of vouchers and/or other services, provided that the terms and conditions of the vouchers or services are sufficiently flexible, in particular as regards the period of validity and the destination, and that the passenger agrees to accept the vouchers and/or the services.

14.10. Financial transaction costs, such as taxes, telephone or stamp charges, shall not be deducted from the refund of the price of the Ticket. Refunds not exceeding EUR 1.45 (incl. VAT) shall not be paid. The amount not compensated shall be the Carrier’s minimum losses.

14.11. In the event of a train delay (delayed arrival or departure) or cancellation of a service, the Carrier shall inform the passengers of the situation and of the estimated departure and estimated arrival times related to the service or replacement service as soon as the Carrier has such information. 

14.12. In the event of a delay of 60 minutes or more as described in paragraph 14.11 of the General Rules, or if the service is cancelled, the Carrier shall also offer the passengers the following free of charge:

14.12.1.  Food and soft drinks, taking into account the waiting time, if available on the train or at the station, or if they can reasonably be made available taking into account criteria such as distance to the supplier, time of arrival and price;

14.12.2. Where and when physically possible, a hotel or other accommodation and transport from the railway station to the place of accommodation in cases where a stay of one or more nights is necessary, or where a stay longer than the scheduled stay is necessary. In cases where such necessity arises due to the circumstances referred to in paragraph 14.8 of the General Conditions and the relevant sub-paragraphs, the Carrier may limit the duration of the accommodation to a maximum of three nights. Where possible, account shall be taken of the access requirements of persons with individual needs and the needs of assistance dogs.

14.12.3. If the train is stopped en route, when and where physically possible, transport from the train to the railway station, alternative point of departure or final destination of the service.

15.1. If the Carrier loses or damages mobility equipment, including wheelchairs and assistive devices, or loses or injures assistance dogs used by a person with individual needs, the Carrier shall be liable for such loss, damage or injury and shall immediately compensate the person accordingly. Such compensation shall include:

15.1.1. The cost of replacing or repairing lost or damaged mobility equipment or assistive devices;

15.1.2. The cost of replacing assistance dogs or treating their injuries;

15.1.3. The reasonable cost of temporary replacement mobility equipment or assistive devices if the Carrier does not provide such replacement equipment in accordance with paragraph 15.2 of the General Conditions.

15.2.   Where paragraph 15.1 of the General Conditions applies, the Carrier shall promptly make every effort to provide urgently needed temporary replacement mobility equipment or assistive devices. A person with individual needs shall be allowed to keep that temporary replacement equipment or device until the compensation referred to in paragraph 15.1 of the General Rules has been paid.

16.1. COMPLAINTS AGAINST THE CARRIER

16.1.1. A passenger who believes that the Carrier has violated the passenger’s rights or legitimate interests shall have the right to contact the Carrier in writing, stating their claims and the circumstances of the dispute. The passenger must write to the Carrier not later than three months after the date on which the passenger became aware or should have become aware of the infringement of their rights or legitimate interests.

16.1.2. The passenger shall have the right to lodge a complaint with the Carrier in the manner specified in paragraph 16.1.5 of the General Rules. When submitting a complaint in a simple written form, the passenger shall indicate their name, surname, telephone number, contact address or email address at which the passenger wishes to receive a reply. If the complaint is submitted to the Carrier by a legal person, such complaint shall state the name of the legal person, the legal person’s code, telephone number, email address, registered office address or other address at which the applicant wishes to receive a reply. A paper complaint submitted to the Carrier must be signed by the person submitting it.

16.1.3. In addition to the above information, the passenger must submit with their complaint any evidence that supports the validity of the facts set out in the passenger’s complaint (e.g., the Ticket, the Ticket for Additional Services, the proof of payment or copies of such documents, and any other documents that the passenger deems relevant to the specific dispute).

16.1.4. In addition to the passenger themselves, a representative of the passenger shall be entitled to lodge a complaint by submitting documents (power of attorney) proving the right of representation of the passenger. The identity of the passenger’s representative shall be established on the basis of the representative’s identity document. The document confirming the representation shall comply with the requirements for the form and content of such documents laid down in the laws and regulations of the Republic of Lithuania.

16.1.5. A passenger may lodge a complaint against the Carrier in the following ways:

16.1.5.1. To send an email to the Carrier to nuomone@ltglink.lt;

16.1.5.2. To send the complaint to the Carrier’s Passenger Information Centre at Geležinkelio St 16, Vilnius; 

16.1.5.3. To fill in the Feedback Form on the Carrier’s website; 

16.1.5.4. Alternatively, to fill in the complaint form referred to in the above paragraph at all major railway stations and hand the completed form to the Carrier’s staff, who will register the complaint and give the passenger a notification of receipt of the complaint. 

16.1.5.5. Passengers wishing to submit a request for reimbursement of the ticket price, a request for compensation as referred to in paragraph 14.4 of the Rules, a request for compensation for other expenses incurred may fill in the general form of Request for Reimbursement and Compensation of Expenses, which is available on the Carrier’s website at Skundo_forma_LT (ltglinklivev1.blob.core.windows.net. The completed form may be sent to the Carrier by email to kompensacija@ltglink.lt or sent to the Carrier’s Passenger Information Centre at Geležinkelio St 16, Vilnius. 

16.1.6. Passengers also have the opportunity to receive information and/or express their opinion about the services provided by the Carrier by calling +370 700 55111 during working hours (7 a.m. to 9 p.m.) or by sending an email to informacija@ltglink.lt. 

16.1.7. 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 immediately, but not later than the working day following the day of receipt of the complaint. The persons responsible shall take note of the content of the complaint and shall designate a staff member to deal with it, indicating the time limit for dealing with the complaint.

16.2. HANDLING COMPLAINTS AND PROVIDING ANSWERS

16.2.1. The Carrier must deal with written complaints received from passengers that are written in Lithuanian, English or Russian in a neat and legible manner.

16.2.2. Passenger complaints must be dealt with as quickly as possible, taking into account their complexity, and within one month of receipt of the complaint. In exceptional cases where the complaint cannot be dealt with within the time limit, the Carrier must inform the passenger of the circumstances and notify the passenger of the date, within three months from the date of receipt of the complaint, when the complaint will be dealt with and the passenger will receive a reply.

16.2.3. The Carrier’s Head of Customer Experience Management shall be responsible for organising the handling of complaints.

16.2.4. When dealing with a written complaint, the staff member responsible must:

16.2.4.1. Assess the situation, examine the content and reasons for the complaint and, if necessary, clarify its substance; 

16.2.4.2. Check that all the documents needed to make a decision have been provided and, if necessary, ask the passenger to provide additional documents or data;

16.2.4.3. If necessary, ask the Carrier’s staff member whose actions are complained about to provide explanations; 

16.2.4.4. Use other staff of the Carrier for matters requiring specific expertise in a particular field. 

16.2.5. The Carrier shall have the right to refuse to deal with a complaint if: 

16.2.5.1. The complaint is not related to the activities of the Carrier;

16.2.5.2. A court, another dispute settlement body or the Carrier have already dealt with a dispute between the passenger and the Carrier on the same subject matter and on the same grounds, and the passenger does not provide new data; 

16.2.5.3. A court or another dispute settlement body deals with a dispute between a passenger and the Carrier on the same subject matter and on the same grounds; 

16.2.5.4. More than one year has elapsed between the date on which the infringements complained of were committed and the date on which the complaint was lodged with the Carrier; 

16.2.5.5. The complaint is illegible or incomprehensible; 

16.2.5.6. the complaint does not include the passenger’s name, surname, legal entity name and code (if the passenger is a legal entity), the address where the reply can be submitted, or the passenger’s complaint is not signed where the complaint is submitted in paper form.

16.2.6. The Carrier, upon receipt of a complaint from a passenger and if it is established that the complaint is refused on one or more of the grounds for refusal referred to in paragraph 16.2.5 of the General Rules, shall inform the passenger in writing of the refusal within five working days from the date of receipt of the complaint (in cases where an address for the submission of a reply is indicated). In the event of a refusal to deal with a complaint, the passenger shall be given the reasons for the refusal.

16.2.7. The passenger shall have the right to change the subject matter of their application (claims against the Carrier) or the grounds (circumstances on which the passenger bases their claim), to submit new facts or evidence, or to waive their claim, at any time prior to the adoption of a decision on the complaint. In such cases, the time limit for the examination of the complaint shall start anew. If the passenger waives their claim, the Carrier shall discontinue the investigation of the passenger’s complaint.

16.2.8. A written complaint must in all cases be answered in writing, at the same address and/or by the same method as received, unless the passenger indicates at the time of the complaint a different address and/or method by which the passenger would prefer to receive a reply.

16.2.9. A passenger’s complaint shall be answered in the language in which the complaint was made, without deviating from the requirements of paragraph 15.2.1. Where appropriate, a complaint may be answered in a language other than the national language when, in accordance with international law, the complaint is submitted by a foreign authority, other foreign entity or international organisation. In the event of a refusal or partial satisfaction of a complaint, the documents supporting the complaint shall be returned to the passenger.

16.3. CONTACTING THE CONSUMER RIGHTS PROTECTION AUTHORITY 

16.3.1. If a passenger is a consumer and is not satisfied with the Carrier’s reply or if their complaint has not been answered, the passenger shall have the right to apply to the State Consumer Rights Protection Authority for protection of the passenger’s violated or contested rights or legitimate interests by submitting a request in writing or electronically, within one year from the moment of applying to the Carrier.

16.3.2. Passengers may submit complaints to the State Consumer Rights Protection Service at Vilniaus St 25, 01402 Vilnius, by email to tarnyba@vvtat.lt, and via the Consumer Rights Information System (CRIS). More detailed information on how to file a complaint with the State Consumer Rights Protection Service is available on the website of the State Consumer Rights Protection Service. 

16.4. REFERENCE TO THE COURT 

16.4.1. In all cases (including cases where the dispute between the passenger and the Carrier cannot be resolved amicably), passengers shall have the right to apply to a court of general jurisdiction for the protection of their violated rights in accordance with the procedures set out in the Code of Civil Procedure of the Republic of Lithuania. Actions for claims arising out of the contract of carriage may be brought within one year from the date on which the passenger became or should have become aware of the infringement of their rights.

16.5. APPLYING THROUGH THE ONLINE DISPUTE RESOLUTION PLATFORM

16.5.1. Passengers can also submit a request/complaint by filling in the request form on the ODS platform.

16.5.1.1. A consumer’s recourse to a consumer dispute resolution body shall not exclude the consumer’s right to apply to a court of ordinary jurisdiction.

17.1. By reading these General Conditions, passengers shall be informed that the personal data they provide will be processed for the purpose of sale of Tickets and carriage of passengers and related services (for the purpose of concluding and performing the contract of carriage).

17.2. The Privacy Notice published on the Carrier’s website shall be an integral part of these General Rules and must be read by passengers before purchasing Tickets.

18.1. In the event of a change in the conditions of service, the Carrier reserves the right to amend the General Rules, but it shall inform passengers about the amendments to the General Rules at all ticket sales points.

18.2. Passengers who had purchased Tickets or Tickets for Additional Services before the amendments to the General Rules came into force will be subject to the General Rules in force at the time of purchase.

18.3. Consultations and information for passengers shall be available by phone +370 700 55111 during working hours (7 a.m. to 9 p.m.) or by email informacija@ltglink.lt.

18.4. The applicable documents governing the carriage of passengers may be consulted on the Carrier’s website www.ltglink.lt or by calling the telephone number specified in paragraph 18.3 of the Rules.