General rules for the carriage of passengers

1. General provisions

1.1. These General Rules for the Carriage of Passengers of UAB LTG Link  (hereinafter referred to as the "Carrier") (hereinafter referred to as the "General Rules") 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 (EC) No 1371/2007 of the European Parliament and the Council of 23 October 2007 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 on Transport Concessions of the Republic of Lithuania;

1.1.5. other relevant European Union and Republic of Lithuania legislation.

1.2. The conditions of carriage for persons with special needs are set out in the Carrier's Accessibility Rules.

1.3. In the case of carriage of passengers by charter services or charter carriages, these General Rules shall apply to the extent specified in the contract for the charter services or charter carriages.

1.4. The General Rules apply to the extent that they comply with the law. Should any provision of the General Rules become invalid under the applicable law, the other provisions shall remain in force in so far as they may be applied without the provision which has been declared invalid.

1.5. Under the contract of carriage, the carrier undertakes to transport the passenger and, if necessary, his/her hand luggage, pet (s), bicycle and / or non-motorized vehicle to the station or stop of destination, and the passenger undertakes to pay the price for this service.

1.6. In the event of any conflict between the General Rules and the Special Rules, the latter shall apply. In the event of a conflict between the provisions of the Special Rules, the more favorable provisions for passengers apply. 

2. Definitions

2.1. For the purposes of these Rules, the following terms and definitions shall apply:

AB Lietuvos Geležinkeliai Group of Companies (LTG Group of Companies) - A group of companies consisting of LTG and legal entities under direct or indirect control of LG.

General Rules - 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 the passengers, the liability for non-performance or inadequate performance of the contractual obligations, and the procedure for the control of passengers during the carriage of passengers, luggage, bicycles, non-motorised means of transport, and pet on local routes.

Ticket - A physical or electronic document, in a form specified by the Carrier, entitling one or more persons to travel on the Carrier's trains on a local route.

Destination station - The place of disembarkation (station) indicated on the ticket purchased by the passenger.

Through-ticket - A ticket or tickets representing a transport contract concluded for a series of successive rail services operated by one or more railway undertakings

Micro mobility devices - Bicycles, scooters, skateboards, roller skates, electric scooters and other small, light mobility devices with a speed not exceeding 25 km/h. 

Mobile app (APPs) - Application software for smartphones, tablets and other mobile devices.

Persons with special needs - Disabled persons or persons with reduced mobility (any person whose mobility when using a vehicle is restricted as a result of any physical disability (sensory or motor, permanent or temporary), intellectual disability or impairment, or any other disability, or as a result of age, and who, because of his/her condition, requires appropriate attention and adaptation of the services provided to all passengers to his/her special needs).

Additional service ticket - A document in a form prescribed by the Carrier, issued at the Carrier's ticket offices and/or on board the train, certifying the carriage of a passenger's hand luggage, bicycles or pets.

Hand luggage - Luggage with a total of three dimensions (length, width, height) not exceeding 200 cm and a total weight not exceeding 50 kg. Passenger hand luggage up to 35 kg is transported free of charge. Scooters, roller blades, trolleys and other items with dimensions equivalent to the above are allowed as hand luggage.

Special Rules - The General Rules are supplemented and / or exceptions to their application are established by the Special Rules, which are published on the website www.ltglink.lt

Fixed-term ticket - A nominal, reusable physical or electronic document, in a form specified by the Carrier, granting the right to travel on the Carrier's trains on a local route for a specified number of journeys within a specified period.  

Train passenger ("passenger") - A natural person travelling in a train carriage under a contract of carriage for passengers, including when travelling without a ticket, or a person travelling in a train carriage on other grounds laid down by the legislation governing the conditions of carriage of passengers, other than the train driver and other staff serving passengers on board.

Carrier - Licensed undertaking (legal person, other organization, subdivision of a legal person, other organization) whose activity is to provide services for the carriage of passengers and luggage by rail on local and/or international routes and/or the combined carriage of passengers on local routes and the provision of traction, as well as an undertaking (a legal person, another organization, a subdivision of a legal person, another organization) which provides only traction. 

Single ticket - A ticket issued by the carrier for one passenger, for one journey.

3. Contract of carriage

3.1. The conclusion of the contract of carriage is confirmed by a ticket. The ticket is the primary proof that the contract of carriage has been concluded and the passenger agrees to its contents. The contract of carriage consists of:

3.1.1. General Rules;

3.1.2. Special Rules;

3.1.3. information on the ticket and the Additional Service ticket.


3.2. The purchase of one ticket shall be deemed to constitute the conclusion of one contract of carriage and the purchase of two (or more) tickets shall be deemed to constitute the conclusion of two (or more) contracts(s) of carriage respectively. 


3.3. The ticket shall contain the following information:

3.3.1. mandatory:

3.3.1.1. Carrier (UAB LTG Link or Carrier code 1124);

3.3.1.2. link to the General Rules;

3.3.1.3. link to the Special Rules (if applicable);

3.3.1.4. route of the journey (departure and arrival stations or stops);

3.3.1.5. travel date or ticket validity period;

3.3.1.6. ticket price;

3.3.1.7. payment method;

3.3.1.8. date of ticket sale;

3.3.1.9. 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 points; 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. price of additional services;

3.3.2.2. amount and type of discount;

3.3.2.3. train number;

3.3.2.4. carriage/seat class;

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 additional service ticket shall contain the following information:

3.4.1. mandatory:

3.4.1.1. Carrier (UAB LTG Link or Carrier code 1124); 

3.4.1.2. link to the General Rules;

3.4.1.3. link to the Special Rules (if applicable);

3.4.1.4. Additional service ticket number;

3.4.1.5. price of additional service ticket;

3.4.1.6. payment method;

3.4.1.7. point of sale of the additional service ticket;

3.4.1.8. 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 points; this may be indicated by the acronym CIV.


3.4.2. additional:

3.4.2.1. travel date;

3.4.2.2. departure time;

3.4.2.3. train number and seat;

3.4.2.4. other information.

4. Ticketing / payment

4.1. Tickets and additional service tickets shall be sold through the sales channels indicated by the Carrier (ticket offices, the website www.ltglink.lt, mobile app (APPs), trains, etc.) and during the opening hours set by them, which shall be determined by the Carrier, taking into account the local conditions and the train timetables in force.


4.2. The assistance and compensation of a passenger who has purchased two (or more) tickets to the final destination station or stop (other than a through-ticket) due to circumstances beyond the control of the Carrier is not guaranteed for the entire trip.


4.3. When a passenger buys two or more one-way tickets to the final destination station or a stopover, the Carrier's recommended time between transfers is at least 15 minutes. 


4.4. An additional service charge of EUR 2 is payable when buying a ticket on board the train, when the passenger:

4.4.1. boarded the train at a station or at a stop with a ticket office (which was open at the time).

4.4.2. wishes to extend the same train journey to a station or stop further than the one indicated on the ticket.


4.5. A passenger may continue his/her journey without additional charges if, due to the Carrier's fault, the passenger is delayed on the travel through and has to travel on another train, but only if the passenger has a ticket for the previous delayed journey.


4.6. Tickets are paid for:

4.6.1. at the ticket office - in cash, by payment order or by bank card;

4.6.2. on the website - by the payment methods indicated therein, until the Carrier's scheduled departure date, as indicated on the Carrier's website https://traukiniobilietas.lt/portal/info/pardavimo-terminai; 

4.6.3. on the mobile app (APPs), using the payment methods indicated therein

4.6.4. on trains, in cash or by bank card (if technically possible).


4.7. The ticket is valid for the route, date and/or time indicated on the ticket and subject to the other conditions specified on the ticket.


4.8. A ticket is not valid until proven otherwise if:

4.8.1. it does not contain the information listed in point 3.3.1 of these General Rules;

4.8.2. it has been exchanged for another ticket or its contents are illegible due to damage;

4.8.3. a passenger travelling on a train with a Fixed-term ticket does not present an identity document or a copy thereof;

4.8.4. the ticket is displayed on an electronic device that is not capable of displaying the ticket's unique graphic code;

4.8.5. 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 legislation of the Republic of Lithuania or with a commercial discount established by the Carrier.


4.9. A single ticket can only be used once.


4.10. During the trip, if there are vacancies in the carriage, the passenger with a single one-time ticket has the right to transfer to a higher class seat after paying the surcharge set by the Carrier (the difference in ticket prices). If the passenger voluntarily moves to a lower class seat, the difference in ticket prices is non-refundable.


4.11. The Carrier must refund the fare difference to the passenger if the passenger, through the fault of the Carrier, has travelled in a carriage/location of a lower class/train category than the one indicated in his/her ticket, as well as in the event of a change of rolling stock prior to or during the journey.


4.12. During the journey, due to technical failure of the train or carriage, the Carrier undertakes to provide a replacement vehicle for the carriage of passengers within 2 (two) hours from the occurrence of the breakdown or any other reason which prevents the execution of the scheduled itinerary or the Carrier must provide passengers with seats in other carriages of the same class of train as the one specified in the tickets. If there are no such seats available, passengers are upgraded to a higher class, in which case there is no change fee (fare difference). If passengers are downgraded, the fare difference will be refunded.


4.13. The sale of a ticket shall be subject to the conditions set out in points 4.1 to 4.4 of the General Rules. 

5. Change, return of tickets and additional services

5.1. Single and Additional Service Tickets: 

5.1.1. A passenger wishing to change the date of travel and/or time of departure, seat, class and/or additional services indicated in the single ticket may apply to any of the Carrier's ticket offices or may do it independently on the Carrier's www.ltglink.lt or on a mobile app. 

5.1.2. The passenger has the right to change a single ticket once if there is at least 4 (four) hours remaining until the departure time of the train specified in the ticket.

5.1.3. If the price of a single ticket increases as a result of a change, the passenger must pay the price difference; if the price decreases, the passenger is refunded the fare difference. 

5.1.4. A passenger may cancel/return a single ticket at least 24 (twenty-four) hours prior to the train departure and receive a refund of 90 % of the ticket price by contacting any of the Carrier's ticket offices, or by doing so independently on the Carrier's website www.ltglink.lt

5.1.5. A passenger may return a single ticket at least 4 (four) hours before the train departure and get a refund of 70 % of the ticket price by contacting any of the Carrier's ticket offices, or by doing it independently on the Carrier's websites www.ltglink.lt

5.1.6. Unused single tickets presented less than 4 (four) hours before the departure time of the train and/or after the train has departed will not be refunded.

5.1.7. Additional Service Tickets are subject to exchange and refund in accordance with the terms and conditions applicable to single tickets, unless different regulations for the change and refund of Additional Service Tickets apply in the Carrier's Special Terms and Conditions, for different products and / or services. The Special Terms and Conditions are available at www.ltglink.lt.

5.1.8. Replaced single ticket and /or Additional service ticket is not refundable. 

5.1.9. Any additional charges, deductions and/or non-refundable amounts (non-refundable part of the fare or the total fare) imposed by the Carrier shall be the Carrier's minimum loss incurred as a result of the exchange and/or refund of an unused Ticket or an Additional Services Ticket.

5.1.10. The change fee applied by the Carrier for tickets and / or Additional Services is indicated in the Carrier's price list www.ltglink.lt.


5.2. Fixed-term tickets:

5.2.1. There is no change to a Fixed-term ticket. To change a Fixed-term ticket, the passenger must return the existing ticket and purchase a new one.

5.2.2. A Fixed-term ticket is non-refundable unless:

 5.2.2.1. The validity period of the Fixed-term ticket has not begun. In this case, 100 % of the ticket price will be refunded.

5.2.2.2. If the passenger has been ill, on a business trip or has been unable to use a Fixed-term ticket for a continuous period of at least 10 calendar days, or for other important reasons, the passenger shall be refunded 70 % of the fare (the non-refundable part of the fare shall be the Carrier's minimum loss due to the return of the unused fare) for the days of non-use. 

5.2.3. A passenger wishing to refund a Fixed-term ticket must fill in the refund form available on the Carrier's website www.ltglink.lt or submit a simple written request for refund. The request must be accompanied by documents proving the validity of the circumstances set out in the request. Requests can be made at any ticket office, at the Passenger Information Centre at Geležinkelio g. 16, Vilnius, or sent by e-mail to nuomone@ltglink.lt. or by registered mail to Geležinkelio g. 16, LT-02100 Vilnius, Lithuania.

5.2.4. Any additional charges, deductions and/or non-refundable amounts (non-refundable part of the fare) shall be the Carrier's minimum loss due to the replacement and/or refund of an unused Ticket or an Additional Service Ticket.


5.3. Group tickets:

5.3.1. Group tickets are not exchangeable. To change a group ticket, the passenger must return the existing ticket and purchase a new one.

5.3.2. For an unused group ticket (the group ticket is not divided into parts), 90 % of the ticket price is refunded to the buyer if there are 24 (twenty four) hours left before the train departs. The Customer may return the Ticket by contacting any of the Carrier's ticket offices or by doing so independently on the Carrier's website www.ltglink.lt

5.3.3. For an unused group ticket (a group ticket is not subdivided), the buyer shall be refunded 70 % of the fare if there are 24 (twenty-four) hours or more, but at least four (4) hours, before the departure of the train (the unrefunded part of the fare shall be the Carrier's minimum loss due to the return of an unused ticket). The Customer may return the Ticket by contacting any of the Carrier's ticket offices or by doing so independently on the Carrier's website www.ltglink.lt

5.3.4. Unused group tickets presented less than 4 (four) hours before the departure time of the train and/or after the train has departed will not be refunded. 

5.3.5. Any additional charges, deductions and/or non-refundable amounts (non-refundable part of the fare or the total fare) imposed by the Carrier shall be the Carrier's minimum loss incurred as a result of the exchange and/or refund of an unused Ticket or an Additional Services Ticket.

5.4. If a passenger was unable to travel by train due to the fault of the Carrier, he/she will receive a full refund of the unused amount of any ticket type.

5.5. Cash refunds are only available at the Carrier's ticket office, if the ticket was purchased at the Carrier's ticket office, by paying for the ticket in cash or by bank card.

5.6. If the ticket was paid for online or in a mobile app (APPs) using e-banking, the money will be refunded to the passenger via a payment order to the payer's bank account. The refund shall be made by means of a payment order within 1 working day at the latest. 

5.7. In the event that the Customer applies for a refund of Tickets or Additional Service Tickets by completing a feedback form at the Ticket Office or on the Carrier's website www.ltglink.lt and the Carrier makes a decision on the refund, the refund shall be refunded to the passenger's nominated account within 14 calendar days from the date of the decision.

5.8. If the passenger did not travel to the final station or stop indicated on the ticket, but got off 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 is not refundable.

6. Concessionary passengers

6.1. Persons of the categories set out in the Law on Transport Concessions of the Republic of Lithuania, when purchasing single-use or Fixed-term nominal tickets for travelling on a local transport train in class 2 and 3 seats, shall be entitled to the concessionary fares provided for in the Law by presenting, at the time of the journey, together with the ticket, valid documents (or complete copies of the documents), which certify the right to acquire a concessionary ticket as provided for in the laws of the Republic of Lithuania.

7. Children passengers

7.1. According to the Law on Transport Concessions of the Republic of Lithuania, every passenger is entitled to transport two children under the age of 7 free of charge, taking up a separate seat, when travelling by local train in the 2nd and 3rd class seats.

7.2. A passenger carrying a child/children up to 7 years of age on passenger trains and wishing to purchase a separate seat for the child/children shall have the right to obtain a single-use or a Fixed-term nominal ticket for the child/children up to 7 years of age, with a 50 % discount. 

7.3. Children aged 7 to 10 years are entitled to a 50 % discount under the Law on Transport Concessions of the Republic of Lithuania when purchasing single tickets or Fixed-term tickets.

7.4. A child over the age of 10 buys a ticket for the full price, unless the Special Rules provide otherwise.

7.5. Children under the age of 6 are not allowed to ride on the train alone.

7.6. Children entitled to a concession or discount must prove their age by providing a valid document proving their age (or a complete copy of it), unless it is clear that the child is under the age of 7.

7.7. The age of the child is determined by how old the child is on the day of departure. 

8. Carriage of hand luggage

8.1. The passenger has the right to carry hand luggage with a total of three dimensions (length, width, height) not exceeding 200 cm and a total weight not exceeding 50 kg. Carriage of hand luggage in excess of these restrictions is prohibited.

8.2. Passenger hand luggage up to 35 kg is transported free of charge. Children under the age of 10 are allowed to carry up to 15 kg of hand luggage free of charge.

8.3. If the weight of the hand luggage exceeds the limits set out in point 8.1, the passenger must pay a fee of 30 % of the full ticket price and receive an Additional Service ticket confirming this.

8.4. If a child or a person with special needs is travelling by train, in addition to the luggage complying with the requirements set out in point 8.1 of the General Rules, a child's stroller and/or disabled person's wheelchair may also be carried free of charge in the form of hand luggage. 

8.5. Passengers are not allowed to carry:

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

8.5.2. flammable, combustible, explosive, radioactive, caustic and poisonous substances;

8.5.3. loaded firearms, except in the cases provided for by law or regulation;

8.5.4. objects likely to cause infection or to spread a pungent odour.

8.6. Hand luggage must not obstruct the aisle of the carriage or interfere with other passengers.

8.7. Hand luggage is the responsibility of the passenger.

9. Carriage of bicycles and other micromobility deviced

9.1. A passenger has the right to carry one micromobility device (bicycle, scooter, skateboard, etc.). 

9.2. The maximum number of bicycles that can be carried on a particular train may be set by the carrier. 

9.3. If a group of passengers wishies to carry more bicycles than the number of bicycles allowed on the train, please call  +370 700 55111 during working hours (7.00-21.00) or send an e-mail to the following address informacija@ltglink.lt at least 48 hours before the departure of the train.

9.4. The passenger must pay the Carrier's charge for the carriage of the bicycle on the train:

9.4.1. On local trains in Class 2 and 3 seats, a fee of 45 % of the full ticket price for the respective class and an Additional service ticket confirming this.

9.5. Bicycles are not allowed in Class 1 seats.

9.6. Dismantled and packaged bicycles and other micromobility devices, the dimensions and weight of which do not exceed the established standard for hand luggage, shall be transported free of charge, and their weight and dimensions shall be included in the permitted hand luggage limit. If disassembled and packed bicycles and other micromobility devices exceed the free hand luggage allowance, the carriage of such devices is prohibited.

9.7. The micromobility device must not obstruct the aisle of the carriage or interfere with other passengers.

10. Travelling with pets

10.1. Only healthy, clean animals that have been vaccinated in accordance with the Law on Welfare and Protection of Animals of the Republic of Lithuania and other legal acts may be transported by a passenger who does not occupy a separate seating place. 

10.2. The only animals that may be transported free of charge in Class 2 and Class 3 seats on local trains are those that are kept for the duration of the journey in specially designed containers (baskets, crates, cages, etc.), the total sum of the three dimensions (length, width, height) of which is not more than 115 cm, with a waterproof bottom and a total weight of not more than 8 kg.

10.3. For the carriage of animals without the containers referred to in point 10.2 on local trains, the following charges apply:

10.3.1. on local trains in Class 2 and 3 seats, a fee of 50 % of the full ticket price for the respective class and an Additional service ticket confirming this.

10.4. Pets cannot be transported in Class 1 seats.

10.5. All pets must be transported without occupying a separate passenger seat and it is recommended that pet owners purchase their tickets at locations marked with the "Pet Friendly Place" symbol or at carriages/locations designated by the Carrier's staff.

10.6. A passenger is allowed to carry a maximum of two pets without a specially designated container. Pets must be kept within 0.5 m of the passenger, muzzled and leashed. 

10.7. Guide dogs and dogs that have passed the socialization test "dog in town" or the test "BH" are allowed to be transported without a muzzle (with the exception of Dangerous Dogs, Fighting Dogs and Crossbreeds of Dangerous Dogs). At the request of the carrier's employee, the passenger must provide a test certificate. The certificate must be issued no earlier than three years before the start of the trip

10.8. The passenger must ensure that the pets he/she carries do not interfere with or endanger the life, health or property of humans, other pets or the property of the Carrier and other passengers throughout the journey.

10.9. It is the responsibility of the passenger transporting the pets to ensure that sanitary and hygiene requirements are met. The passenger is liable for damage caused by the pets he/she carries, as well as for breaches of sanitary and hygiene requirements in the carriage.

11. Lost and found

11.1. Items found on board the train must be reported to the Carrier's Passenger Attendants. The Carrier's Passenger Attendant may inspect the contents of unattended items, may unload them from the train and place them in long-term storage, or may dispose of them if the Carrier or the competent authorities deem them to be a danger to the safety of passengers and other persons, or to the Carrier's property.

11.2. Items found or left in storage and not retrieved are stored for 6 months, after which they are disposed of in accordance with the procedure laid down by the legislation of the Republic of Lithuania.

11.3. Storage of found objects upon retrieval is subject to a fee as indicated in the price list which available at www.ltglink.lt.

11.4. Passengers can get advice and assistance for items left on trains or at the station(s) by calling +370 700 55111 during office hours (7.00-21.00) or by sending an email to informacija@ltglink.lt.

12. Passenger duties and responsibilities

12.1. Before travelling, the passenger must:

12.1.1. familiarize himself / herself with the General and Special Rules;

12.1.2. purchase the ticket and, if applicable, the Additional Service Ticket at the points of sale indicated by the Carrier; 

12.1.3. on board the train, the passenger must purchase the ticket immediately, otherwise he/she will be deemed to be travelling without a ticket;

12.1.4. purchase a full-price ticket if he/she does not have a valid document (or a copy thereof) entitling him/her to a benefit provided for in the Law on Transport Concessions of the Republic of Lithuania and/or to a commercial discount provided by the Carrier;

12.1.5. before confirming the purchase of the ticket, check the fare 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. In cases where the information on the ticket is incorrect or does not correspond to the passenger's wishes, the ticket must be changed immediately, otherwise the conditions set out in Section 5 CHANGING, RETURNING AND REFUNDING OF TICKETS AND ADDITIONAL SERVICE TICKETS of these General Rules will apply;

12.1.6. arrive at the station or stop in good time to get to the platform from which the train on the ticket departs.

12.2. During the journey, the passenger must:

12.2.1. keep the ticket and the Additional Service Ticket until the end of the journey. Present it to the Carrier's controlling staff upon request. The Carrier shall not be liable for the loss or theft of the Ticket and/or the Additional Service Ticket or for the unauthorized use of the Ticket by another person. Copies or duplicates of tickets and/or Additional Service Tickets are not issued on trains;

12.2.2.  have and present to the Carrier's controlling staff valid documents (or full copies thereof) confirming entitlement to the concession provided for in the Law on Transport Concessions of the Republic of Lithuania and/or the Carrier's commercial discount, as well as an identity document (or full copy thereof), if required;

12.2.3. not to disturb the peace and quiet of other passengers or interfere with the work of the Carrier's staff;

12.2.4. ensure that hand luggage, bicycles and/or pets do not endanger or disturb other passengers, and that sanitation and hygiene requirements are met;

12.2.5. to give up an appropriately marked seat for persons with reduced mobility or families with children;

12.2.6. comply with all safety requirements set by the Carrier when boarding and disembarking the train and throughout the journey.

12.3. A passenger may not interrupt his/her journey without changing his/her ticket and then continue it with the same ticket.

12.4. The passenger must comply with the lawful instructions of the Carrier, station managers and infrastructure staff.

12.5. Passengers are not allowed to travel if they are drunk or have consumed drugs or other psychotropic substances. The Carrier's crew has the right to refuse to allow a suspicious passenger to board or disembark from the train.

12.6. During the journey, passengers are forbidden to consume alcoholic beverages, other narcotic and psychotropic substances, to smoke (tobacco products and electronic cigarettes), and to damage carriage equipment, inventory, walls, upholstery, and signage.

12.7. 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.

12.8. 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.

12.9. The passenger is subject to the administrative liability established by the legal acts of the Republic of Lithuania for travelling without a ticket and / or for the carriage of unpaid luggage. In this case, the passenger must pay the fine imposed on him/her, as well as the cost of the journey and the carriage of any unpaid luggage. The carrier shall have the right to refuse the journey to a passenger who refuses to pay the carriage charge or surcharge if required to do so.

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

12.11. The passenger is responsible for the accuracy of the personal information on the ticket.

12.12. The passenger is liable for damage to or destruction of station and vehicle equipment in accordance with the procedure laid down by the legislation of the Republic of Lithuania.

12.13. A passenger carrying pets on board a train is liable for damages and losses, as well as for breaches of sanitary and hygiene requirements, caused by such pets in the carriage. The passenger shall also be liable for any damage caused to the Carrier or to third parties by the passenger's hand luggage, bicycles, strollers or other items carried by the passenger together. 

12.14. The Carrier has the right to impose penalties on the passenger for the illegal use of alarm and assistance devices, in accordance with the applicable legislation of the Republic of Lithuania.

13. Carrier duties and responsibilities

13.1. The Carrier must:

13.1.1. ensure that the places and areas of the train used for boarding and transporting passengers are properly arranged; 

13.1.2. ensure the safety of each passenger when boarding, disembarking and remaining on board the train;

13.1.3. ensure the safe carriage of passengers, hand luggage, bicycles and pets;

13.1.4. ensure the quality of service provision and passenger service;

13.1.5. adhere to the established timetables for passenger trains;

13.1.6. transfer any passenger belongings found to a long-term storage warehouse;

13.1.7. ensure the provision of the service to persons with special needs in accordance with the Carrier's approved Accessibility Rules for the carriage of persons with special needs;

13.1.8. where appropriate, confirm the reasons (by ticketing or otherwise) for the passenger's partial use or non-use of the ticket purchased, whether or not due to the fault of the Carrier, or the circumstances which prevent the passenger from occupying the seat specified on the ticket.


13.2. In accordance with the legislation of the Republic of Lithuania, the liability of the Carrier to compensate for damages in the event of death of passengers, bodily injury, loss of or damage to animals, loss of or damage to hand luggage, loss of or damage to bicycles, as well as any exceptions to the application of such liability, shall be governed by the Regulation of the European Parliament and of the Council No.1371/2007 of the European Parliament and of the Council on Rail Passengers' Rights and Obligations, and by the other legal acts of the Republic of Lithuania.

14. Train delays and cancellations, missed changes

14.1. If the train or the Carrier can foresee that the arrival station or stop specified in the contract of carriage will be delayed by more than 60 minutes, the passenger has the right:

14.1.1. to continue the journey or to travel by another route under similar transport conditions to the final destination at the earliest opportunity, or

14.1.2. continue the journey or travel by another route under similar transport conditions to the final destination at a later date convenient to the passenger; or

14.1.3. a full refund of the ticket price on the same terms and conditions as paid, for the part or parts of the journey not made and for the part or parts already made if the journey is no longer in accordance with the passenger's original travel plans, including, where appropriate, the provision of a service of return to the original place of departure at the earliest possible opportunity.

14.2. Free return to the departure station or stop or continuation of the journey is only possible with the Carrier's train  or other means of transport offered by the Carrier. The conditions for returning to the departure station or stop or continuing the journey must be similar to those of the original journey.

14.3. Without losing the right to travel by train, a passenger shall be entitled to claim compensation from the Carrier for a delay if his/her train is more than 60 minutes late arriving at the station or stop specified in the Contract of Carriage and the delay has not resulted in a refund of the amount of money paid for the ticket in accordance with Point  14.1.3. of the Rules. Available compensation for delays:

14.3.1. 25 % of the fare paid by the passenger in the event of a delay of between 60 and 119 minutes at the station or stop of arrival;

14.3.2. 50 % of the fare paid by the passenger in the event of a delay of 120 minutes or more in arriving at the station or stop of arrival.

14.4. In the event of a train delay, passengers holding Fixed-term tickets shall be entitled to the same level of reimbursement of the part of the ticket price paid by the passenger calculated per one-way journey as provided for in Section 5 of the present Rules, "CHANGE, RETURN OF TICKETS AND ADDITIONAL SERVICE TICKETS".

14.5. The refund for the Ticket and/or the Additional Service Ticket  (in the cases referred to in Point 14.3 of the General Rules) shall be paid no later than 14 calendar days after the request for refund has been submitted, preceded by the completion of the refund form available on the Carrier's website www.ltglink.lt or by a simple written request for refund. The request must be accompanied by documentation (ticket and/or Additional Service Ticket) proving the validity of the circumstances set out in the request. Requests can be made at any ticket office, at the Passenger Information Centre at Geležinkelio g. 16, Vilnius, or sent by e-mail to nuomone@ltglink.lt. or by registered mail to Geležinkelio g. 16, LT-02100 , Vilnius, Lithuania.

14.6. The reimbursement of the ticket price does not deduct the cost of the financial transaction, such as taxes, telephone charges or stamps. Compensation not exceeding EUR 1.45 (incl. VAT) is not paid. The amount to be reimbursed is the Carrier's minimum loss.

14.7. The carrier shall be liable for any loss or damage suffered by a passenger as a result of the cancellation, delay or missed connection of a train, because the passenger has been prevented from continuing on the same journey on the same day, or because, in the circumstances, he or she could not reasonably be required to continue on the same day. The damages consist of reasonable accommodation costs and reasonable costs incurred by informed persons waiting for the passenger.

14.8. The Carrier shall be released from liability in accordance with Point  14.3. of the Rules if the delay is notified to the passenger before the purchase of the ticket or if the delay is less than 60 minutes after arrival by another train or re-routing to the final destination.

14.9. The Carrier shall be exempted from liability under Point 14.7 of the Rules when the reason for cancellation, delay or missed change of trains is:

14.9.1. circumstances outside the operation of the railway, which the Carrier, despite having taken the precautions required in the particular circumstances of the case, could not have avoided and prevented their consequences; 

14.9.2. the fault of the passenger;

14.9.3. circumstances outside the operation of the railway, which the Carrier, despite having taken the precautions required in the particular circumstances of the case, could not have avoided and prevented their consequences.  The Carrier retains the right of recourse.

15. Complaints and legal actions

15.1. Complaints and legal actions

15.1.1. 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.

15.1.2. 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.

15.1.3. 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).

15.1.4. 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.

15.1.5. A Passenger may submit a complaint to the Carrier in the following ways:

15.1.5.1. To be sent to the Carrier by email to nuomone@ltglink.lt;

15.1.5.2. Send to the Carrier's Passenger Information Centre at Geležinkelio g. 16, Vilnius; 

15.1.5.3. Fill in the Customer Referral Form Feedback on the Carrier's website www.ltglink.lt or  

15.1.5.4. 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. 

15.1.6. 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

15.1.7. 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 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.


15.2. Handling complaints and providing answers

15.2.1. The Carrier is obliged to deal with written complaints received from Customers that are written in Lithuanian, English or Russian in a neat and legible manner.

15.2.2. Customer complaints shall be dealt with within the shortest possible time, taking into account the complexity of the complaint, but no longer than one month from the date on which the complaint is lodged with the Carrier. In exceptional cases where the complaint cannot be dealt with within the specified time limit, the person responsible must notify the Customer, stating the circumstances and informing the Customer on which date, less than three months from the date on which the complaint was lodged with the Carrier, the complaint will be dealt with and the Customer will be provided with a reply.

15.2.3. The Customer Relationship Manager is responsible for organizing the handling of complaints.

15.2.4. When dealing with a written complaint, the employee in charge must:

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

15.2.4.2. verify that all the documents necessary to reach a decision have been provided and, if necessary, ask the Customer to provide additional documents or data;

15.2.4.3. if necessary, ask the Carrier's employee whose action is complained about to provide clarification; 

15.2.4.4. use other employees of the Carrier for matters requiring specific expertise in a particular field. 

15.2.5. The Carrier has the right to refuse to deal with a complaint if: 

15.2.5.1. the complaint is not related to the activities of the Carrier;

15.2.5.2. a court, other dispute settlement body or the Carrier has already dealt with a dispute between the Customer and the Carrier on the same subject matter and on the same grounds and the Passenger does not provide new information; 

15.2.5.3. a court or other dispute resolution body is dealing with a dispute between the Customer and the Carrier concerning the same subject matter and on the same grounds; 

15.2.5.4. more than 1 year has elapsed between the date of the infringement referred to in the complaint and the date of submission of the complaint to the Carrier; 

15.2.5.5. the complaint is illegible or incomprehensible; 

15.2.5.6. the complaint does not contain the Customer's name, surname, legal entity name and code (if the Passenger is a legal entity), the address at which the reply may be submitted, and if the Customer's complaint is not signed. 

15.2.6. The Carrier, having received a complaint from the Customer and having established that the complaint is refused on one or more of the grounds for refusal referred to in Point 15.2.5 of the Rules, shall inform the Customer in writing of this fact not later than within 5 working days from the date of receipt of such 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 Client shall be informed of the reasons for the refusal.

15.2.7. The Passenger shall have the right to change the subject matter of his/her claim (claims against the Carrier) or the grounds (circumstances on which the Passenger bases his/her claim), to submit new facts or evidence, or to waive his/her claim, at any time prior to the adoption of a decision on the claim. In such cases, the time limit for examining the complaint shall start to run afresh. If the Passenger waives his/her claim, the Carrier shall discontinue the investigation of the Customer's complaint.

15.2.8. A written complaint shall in all cases be answered in writing, at the same address and/or by the same method as it was received, unless the Passenger specifies a different address and/or method at the time of filing the complaint by which he/she would prefer to receive the answer.

15.2.9. The Customer's complaint shall be answered in the language in which the complaint is made, without departing from the requirements of paragraph 15.2. Where appropriate, a complaint may be answered in a language other than the official language when, in accordance with international law, the complaint is submitted by a foreign public authority, other foreign entity or international organization. In the event of a refusal or partial satisfaction of the complaint, the documents supporting the complaint shall be returned to the Client.


15.3. Contacting the consumer rights protection authority

15.3.1. If the Passenger is a consumer and is not satisfied with the Carrier's reply or if the consumer's complaint has not been answered, the consumer shall have the right to apply to the State Consumer Rights Protection Authority for the protection of his/her rights or legitimate interests which have been violated or contested by submitting his/her application in written form or electronically not later than within one year from the moment of the application.

15.3.2. Complaints to the State Consumer Rights Protection Authority may be submitted to the State Consumer Rights Protection Authority at Vilniaus g. 25, 01402 Vilnius (or at the territorial units, the addresses of which are published on the website of the State Consumer Rights Protection Authority www.vvtat.lt), by e-mail tarnyba@vvtat.lt , by fax at (8 5) 279 1466, or by submitting the consumer's request electronically via the Consumer Rights Information System (CRIS).


15.4. Applying to court

15.4.1. In all cases (including cases where the dispute between the Customer and the Carrier cannot be resolved amicably), the Customers shall have the right to apply to a court of general jurisdiction in accordance with the procedures set out in the Code of Civil Procedure of the Republic of Lithuania for the enforcement of their violated rights. Actions for claims arising out of the contract of carriage may be brought within one year from the date on which the Passenger knew or ought to have known of the infringement of his / her rights.


15.5. Applying through an electronic consumer dispute resolution platform

15.5.1. You can also submit your request / complaint by filling in the request form on the ODR platform: http://ec.europa.eu/odr/.

15.5.1.1. A consumer's recourse to a consumer dispute resolution body does not exclude the consumer's right to apply to a court of general jurisdiction.

16. Control

16.1. The fulfilment of the passenger's obligations shall be monitored by the Carrier's authorized employees (hereinafter referred to as "Controlling Employee"). They must have special certificates or written instructions (in the case of one-off inspections).

16.2. At the request of the Controller, the passenger must present the ticket and/or Additional Service Ticket and the documents proving the validity of the ticket and/or Additional Service Ticket (or full copies thereof).

16.3. Possession of a ticket and other documents referred to in Points 4.1, 4.8.3, 4.8.5, 4.9, 6.1, 7.6, 12.2.2, but refusal to present them to the Controller shall be treated as a ride without a ticket. 

16.4. The controlling employee has the right to:

16.4.1. Refuse carriage to, or have the right to prohibit the continuation of the journey of, passengers who endanger the safety of other passengers and/or the Carrier's staff and their property or cause intolerable inconvenience to them, including passengers under the influence of alcohol or other narcotic drugs, and passengers who violate public order and/or disturb the public peace.  

16.4.2. If a passenger who is travelling without a ticket, fails to comply with the lawful instructions of a controlling employee and/or attempts to leave the scene of the offence, call the police and hand the offender over to the police officers.

16.5. Passengers who violate public order requirements and are disembarked from the Carrier's train shall forfeit their right to reimbursement of the ticket or Additional Service Ticket for which they paid.

17. Personal data processing

17.1. By reading these General Rules, passengers are informed that the personal data they provide will be processed for the purpose of ticketing 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 www.ltglink.lt is an integral part of these General Rules and must be made available to passengers prior to the purchase of tickets.

18. Final provisions

18.1. The application and publication of these General Rules, or the amendment or withdrawal of parts thereof, shall be communicated no earlier than  5 (five) working days on the Carrier's website www.ltglink.lt

18.2. Consultations and information for passengers are available by phone +370 700 55111 during working hours  

(7.00-21.00) or by e-mail  informacija@ltglink.lt.

18.3. The applicable documents governing the carriage of passengers are available through all of the Carrier's ticketing channels.