General rules for the carriage of passengers

1. General provisions

1.1. These UAB “LTG Link“ (hereinafter referred to as – Carrier) general passenger carriage rules (hereinafter referred to as – General Rules) are a component part of the carriage contract and are drawn up in accordance with the following laws and regulations from time to time in force:

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. Railway Transport Code of the Republic of Lithuania;

1.1.3. Civil Code of the Republic of Lithuania;

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

1.1.5. Other relevant laws and regulations of the European Union and the Republic of Lithuania.

1.2. The conditions of carriage of persons with individual needs are determined by the Carrier-approved Access Rules, which are published on the Carrier's website.

1.3. The purchase of a combined ticket is subject to the Combined Ticket Rules, which are published on the Carrier's website. When transporting passengers on charter routes or charter carriages, these General Rules apply to the extent that it is stipulated in the contract on charter routes or charter carriages.

1.4. The General Rules apply to the extent that they comply with legislation. If any provision of the General Rules is invalid according to the applicable legislation, the other provisions remain valid to the extent that they can be applied without the invalid provision.

1.5. Under the contract of carriage, the carrier undertakes to transport the passenger and, if necessary, carry-on luggage, animal(s) and/or micro-mobility devices to the destination station or stop, and the passenger undertakes to pay the price determined for this service.

1.6. In case of contradictions between the General Rules and the Special Discount Rules, the latter shall prevail. In case of contradictions between the provisions of the Special Discount Rules, provisions more favorable to passengers shall apply.

2. Definitions

2.1. Terms used in these General Rules and their definitions:


General Rules - General Passenger Carriage Rules, which determine the terms of contractual relations between the Carrier and passengers, the rights and obligations of passengers, liability for non-fulfillment or improper fulfillment of contractual obligations, as well as the procedure for passenger control when transporting passengers, luggage, micro-mobility means and animals on local communication routes.

Ticket - A physical or electronic document in the form determined by the Carrier, entitling one or more persons to travel on the Carrier's trains on a local communication route and confirming that a carriage contract has been concluded, regardless of its form.

Final Destination station - The place (station) of disembarkation specified in the ticket purchased by the passenger.

Person with Individual Needs - A person with a permanent or temporary physical, mental, intellectual or sensory disability which, when the person is required to overcome certain obstacles, may prevent him from effectively using all the same transport options as other passengers, or a person whose mobility when using transport is reduced because of his age.

Combined Ticket - Single-use train ticket and E-ticket sales method, when a single-use train ticket is sold together with an E-ticket, using the concept of a joint (combined) ticket (combined ticket is not one ticket, but two separate tickets which are sold together).

E-ticket - A single-use ticket for the city's regular communication public transport (full price, with 50% discount and 80% discount), approved in accordance with the procedure established by legislation.

Food package - A pre-formed set of snacks and beverages that can be purchased together with the train Ticket on the Carrier's website or mobile application (APPs).

Micromobility Devices - Bicycles, scooters, skateboards, rolling electric segways and other small, light mobility devices traveling at a speed not exceeding 25 km/h.

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

Ticket for Additional Services - A document in the form determined by the Carrier, issued on the Carrier's website, at ticket offices and/or on the train, confirming the carriage of the passenger's carry-on luggage, bicycles or animals.

Hand Luggage - Luggage, the total sum of three dimensions (length, width, height) of which must not exceed 200 cm, and the total weight must not exceed 50 kg. Passengers' carry-on luggage up to 35 kg is transported free of charge. Scooters, segways, strollers and other items whose dimensions correspond to those indicated above are allowed to be carried as carry-on luggage.

Special Discount RulesThe general rules are supplemented and/or exceptions to their application are determined by the Special Discount Rules, which are published on the Carrier's website.

Fixed-term ticket - A nominal, multiple-use physical or electronic document in the form prescribed by the Carrier, which entitles you to travel on the Carrier's trains on a local route for an unlimited number of trips within a specified period.

Continuous Trip Ticket - A ticket or tickets that represent a contract for transport services concluded for several successive railway services provided by one or more railway companies. In the case of trips with one or more transfers, the ticket or tickets purchased from the Carrier in a single sales transaction are referred to as ticket for continuing trip.

Train Passenger (“Passenger”) - A natural person traveling in a train carriage according to a passenger carriage contract, including cases of travel without a ticket, or a person traveling in a train carriage on the grounds established by other legal acts regulating the conditions of passenger transportation, except for the train driver and other employees who serve passengers on the train.

Carrier - A licensed company (legal entity, other organization, division of a legal entity, other organization) whose activity is to provide passenger and luggage transportation services by rail on local and (or) international routes and (or) combined passenger transportation services on local routes and to ensure traction, as well as the company (legal entity, other organization, division of a legal entity, other organization) that ensures traction only.

One-off Ticket - A ticket issued by the carrier for one trip of one passenger.

3. Contract of carriage

3.1. The conclusion of the carriage contract is approved by the Ticket. The ticket is the primary proof confirming that the contract of carriage has been concluded between the Carrier and the passenger. The carriage contract consists of:

3.1.1. General Rules;

3.1.2. Special Discount Rules;

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

3.2. When one Ticket is purchased, it is considered that one carriage contract has been concluded; when two (or more) Tickets are purchased - that two (or more) carriage contracts have been concluded, 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. reference to the General Rules;

3.3.1.3. reference to the Special Discount Rules (if applicable);

3.3.1.4. travel route (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. Ticket sale date;

3.3.1.9. an indication that the carriage, regardless of any clauses to the contrary, is carried out in accordance with the Uniform Rules of the International Convention on the Carriage of Passengers and Luggage by Railway; this may be indicated using the acronym CIV.

3.3.2. additional (information is provided depending on the ticket form, type, ticket sales point, 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 following information is indicated in the additional service ticket:

3.4.1. mandatory:

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

3.4.1.2. reference to the General Rules;

3.4.1.3. reference to the Special Discount Rules (if applicable);

3.4.1.4. additional service ticket number;

3.4.1.5. additional service ticket price;

3.4.1.6. payment method;

3.4.1.7. date of sale of additional service ticket;

3.4.1.8. an indication that the carriage, regardless of any clauses to the contrary, is carried out in accordance with the Uniform Rules of the International Convention on the Carriage of Passengers and Luggage by Railway; this may be indicated using the acronym CIV.

3.4.2. additionally:

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 are sold in the sales channels specified by the Carrier (ticket offices, website, mobile application (APPs), trains, etc.) and during the working hours published therein, which are determined by the Carrier, taking into account local conditions and the valid train traffic schedule.

4.2. For a passenger who has purchased two (or more) Ticket(s) to travel to the Final Destination Station or Stop (not a ticket for continuing trip), who missed a transfer due to circumstances beyond the control of the Carrier, assistance and compensation for the entire trip are not guaranteed.

4.3. When a passenger buys two or more single-use tickets to travel to the Final Destination Station or Stop with transfers, the Carrier's recommended time between transfers is no less than 15 minutes.

4.4. When buying a Ticket on the train, an additional EUR 2 service fee is paid when the passenger:

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

4.4.2. wishes to extend the travel route by the same train to a further station or stop than the one specified in the Ticket.

4.4.3. Information about cases when the service fee does not apply in the cases specified in Clauses 4.4.1., 4.4.2. can be found on the Carrier's website.

4.5. The passenger can continue the trip without additional charges if the passenger is late for the continuing trip due to the Carrier's fault and must travel on another train, but only if the passenger has a Ticket for the previous trip which he missed.

4.6. Tickets are paid for:

4.6.1. at ticket offices - in cash, by bank transfer or bank card;

4.6.2. on the website - by the payment methods specified therein until the time of departure of the train set by the Carrier, specified on the Carrier's website;

4.6.3. in the mobile application (APPs) - with the payment methods specified in it;

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

4.7. The Ticket is valid for travelling on the route, date and (or) time specified in the Ticket and in compliance with other conditions specified in the Ticket.

4.8. The Ticket is not valid until proven otherwise if:

4.8.1. it contains no information listed in Clause 3.3.1 of these General Rules;

4.8.2. it is exchanged to another Ticket or its contents are illegible due to damage;

4.8.3. a passenger traveling by train and having a fixed ticket does not present an identity document or its copy;

4.8.4. The Ticket is presented on the screen of an electronic device that is unable to display the unique graphic code of the Ticket;

4.8.5. the passenger does not submit a valid document (or its full copy) proving the right to purchase a Ticket with the discount provided for in the legislation of the Republic of Lithuania or with the commercial discount set by the Carrier.

4.9. A single-use ticket can be used only once.

4.10. During the trip, if there are free seats in the carriage, the passenger with a single-use ticket has the right to transfer to a higher-class seat after paying the extra charge (difference in ticket prices) determined by the Carrier. If the passenger voluntarily transfers to a lower-class seat, the difference in ticket prices is not refunded.

4.11. The Carrier must return the difference in Ticket prices to the passenger, if the passenger traveled in a lower-class carriage/seat, a lower category train due to the Carrier's fault, as well as if the rolling stock was changed before or during the trip.

4.12. In case of technical breakdowns of the train or carriage during the trip, the Carrier undertakes to provide a replacement vehicle within 2 (two) hours from the occurrence of the breakdown or other reason that makes it impossible to carry out the planned route, or the Carrier is obliged to provide passengers with seats in other train carriages of the same class as specified in the Tickets. If such seats are not available, passengers are given seats of a higher class and in such a case no transfer extra charge (Ticket price difference) is charged. If passengers are given seats of a lower class, the difference in Ticket prices is refunded.

4.13. Conditions established in Clauses 4.1. - 4.6 of the General Rules apply to ticket sales.

4.14. Commercial discounts set by the Carrier apply to the purchase of certain Tickets. More detailed information about the commercial discounts applied by the Carrier and the conditions for using these discounts can be found in the Special Discount Rules.

4.15. One-day fixed tickets:

4.15.1. One-day fixed ticket (hereinafter referred to as - One-Day Ticket) is purchased through the sales channels offered by the Carrier (independently on the Carrier's website www.ltglink.lt / mobile application (APPs)), from any desired day of the month in both directions, on the selected day, to selected local communication routes (except for the routes specified in Clause 4.15.2). A one-day ticket is sold no earlier than 30 days before the start of validity of the One-Day Ticket.

4.15.2. The one-day ticket is not sold for the following local communication routes:

  • Vilnius–Klaipėda–Vilnius;
  • Vilnius–Šiauliai–Vilnius;
  • Vilnius-Joniškis-Vilnius;
  • Vilnius–Kaunas–Vilnius for 1st class seats;
  • Vilnius–Trakai–Vilnius for 1st class seats;
  • Vilnius–Mockava–Vilnius for 1st class seats.

4.15.3. The one-day ticket is valid only on those routes and trains, the start or end station of which is indicated on the one-day ticket. The passenger can board and disembark at any station located between the initial and final stations indicated on the ticket.

4.15.4. During the trip, upon request by the Carrier's service staff, the passenger must present a valid personal identity document or a full copy thereof together with the One-Day Ticket. This provision does not apply to business customers who have signed a ticket purchase and sale agreement with the Carrier.

4.15.5. One-day tickets are subject to the privileges provided for in the Law of the Republic of Lithuania on Transport Privileges.

4.15.6. The Carrier's commercial discounts are not applicable to a one-day ticket, except for business customers who have concluded ticket purchase and sale agreements with the Carrier.

5. Exchange and refund of tickets and tickets for additional services

5.1. Single-Use and Additional Service Tickets:

5.1.1. A passenger who wishes to change the travel date and (or) departure time, place, class and/or additional services specified in the Single-Use Ticket can apply to any of the Carrier's ticket offices or can do so independently on the Carrier‘s website or mobile application APPs.

5.1.2. The passenger has the right to change the Single-Use Ticket once, if there are at least 4 (four) hours left before the departure time of the train specified in the ticket.

5.1.3. If the price increases when changing the Single-Use Ticket, the passenger must pay the price difference; if the price decreases, the difference in ticket prices is refunded to the passenger

5.1.4. The passenger can cancel/return the Single-Use Ticket at least 24 (twenty-four) hours before the departure of the train and recover 90% of the ticket price by contacting any ticket office of the Carrier or by doing so independently on the Carrier's website.

5.1.5. The passenger can return the Single-Use Ticket at least 4 (four) hours before the departure of the train and recover 70% of the ticket price by contacting any ticket office of the Carrier or by doing so independently on the Carrier's website.

5.1.6. There is no refund for an unused Single-Use Ticket presented less than 4 (four) hours before the departure time of the train specified in the ticket and/or after the departure of the train.

5.1.7. Additional Service Tickets are exchanged and refunded under the conditions applicable to Single-Use Tickets, except for cases where Carrier‘s Special Discount Rules provide for the application of different regulations for the exchange and refund of the Additional Service Ticket to different products and/or services. The Special Discount Rules can be found on the Carrier's website https://ltglink.lt/vietinio-susisiekimo-taisykles#0. Changed Single-Use and/or Additional Service Tickets are non-refundable.

5.1.8. The Meal Package purchased by the passenger together with the Travel Ticket can be exchanged and returned under the conditions applicable to Single-Use Tickets, which are specified in Chapter 5 of these General Rules.

5.1.9. All additional fees, deductions and/or non-refundable amounts (non-refundable part of the ticket price or the entire ticket price) applied by the Carrier are the Carrier's minimum losses incurred due to the exchange and/or refund of an unused Ticket, Additional Service Ticket or Meal Package.

5.2. Fixed tickets:

5.2.1. A fixed ticket cannot be exchanged. In order to exchange a Fixed Ticket, the passenger must return the existing ticket and purchase a new one.

5.2.2. A fixed ticket is non-refundable, except in cases where:

5.2.2.1. The period of validity of the Fixed Ticket has not started. In this case, 100% of the ticket price is refunded.

5.2.2.2. The passenger was ill, was on a business trip, or for other important reasons could not use the Fixed Ticket for a continuous period of at least 10 calendar days, in which case the passenger is refunded 70% (the non-refundable part of the ticket price constitutes the Carrier's minimum losses incurred due to the return of the unused ticket) of the ticket price for unutilized days. A passenger wishing to return a Fixed Ticket must fill out the ticket return form, which can be found on the Carrier's website, mobile application (APPs), or submit a simple written request for a refund. Along with the request, the passenger must submit documents proving the validity of the circumstances stated in the passenger's request. Applications can be submitted at any ticket office, the Passenger Information Center at Geležinkelio st. 16, Vilnius, sent by e-mail to opinion@ltglink.lt. or by registered mail to Geležinkelio st. 16, LT-02100 Vilnius, Lithuania.

5.2.3. All additional applicable fees, deductions and/or non-refundable amounts (non-refundable part of the ticket price) are the Carrier's minimum losses due to the exchange and/or refund of an unused ticket or Additional Service Ticket.

5.3. One-Day Tickets:

5.3.1. A one-day ticket is non-exchangeable. In order to exchange the One-Day Ticket, the passenger must return the existing ticket and purchase a new one.

5.3.2. The one-day ticket is non-refundable, except in cases where the validity period of the One-Day Ticket has not started. In this case, 100% of the ticket price is refunded.

5.4. Group Tickets:

5.4.1. Group Tickets are non-exchangeable. In order to exchange a group ticket, the passenger must return the existing ticket and purchase a new one.

5.4.2. 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 at least 24 (twenty-four) hours left before the departure of the train. The passenger can return the ticket by contacting any of the Carrier's ticket offices or by doing so independently on the Carrier's website or mobile application (APPs).

5.4.3. For an unused group ticket (the group ticket is not divided into parts), 70% of the ticket price is refunded to the buyer if there are less than 24 (twenty-four) hours but not less than 4 (four) hours eft before the departure of the train (the non-refundable part of the ticket price constitutes the Carrier's minimum losses incurred due to refund of unused ticket).

5.4.4. There is no refund for an unused group ticket submitted less than 4 (four) hours before the departure of the train specified in the ticket and/or after the departure of the train.

5.4.5. All additional applicable fees, deductions and/or non-refundable amounts (non-refundable part of the ticket price or the entire ticket price) are the Carrier's minimum losses due to the exchange and/or refund of an unused ticket or Additional Service Ticket.

5.5. If the passenger was unable to travel by train due to the Carrier's fault, he shall be refunded the full amount of unused ticket of any type. In such a case, the passenger must apply to the Carrier for a refund by filling out a feedback form, describing the actual circumstances of the situation and providing supporting evidence.

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

5.7. If the ticket was paid for online or using electronic banking in mobile application (APPs), the money is refunded to the passenger by payment order to the payer's bank account. With a payment order, the money is returned no later than within 1 working day.

5.8. When a passenger applies for a refund of tickets or Additional Services and fills out a feedback form at a ticket office or on the Carrier's website, and after the Carrier makes a decision on the refund, the money is returned to the specified passenger's account within 14 calendar days from the date of the decision.

5.9. If the passenger did not travel to the final station or stop specified in the Ticket, but got off at an intermediate station or stop, the difference in the price of the shorter trip and Additional Services specified in the ticket is not refunded.

6. Carriage of children and other passengers that are subject to privileges

6.1. When persons of the categories specified in the Law of the Republic of Lithuania on Transport Privileges (in the current version) purchase Tickets to travel by local communication train in 2nd and 3rd class seats, the privileges provided for in the said law are provided upon presentation, during the trip, along with the Ticket, of valid documents (or full copies of documents) confirming the right to purchase a Ticket with the privilege stipulated in the Law of the Republic of Lithuania on Transport Privileges.

6.2. If the passenger does not have the privilege set out in the Law of the Republic of Lithuania on Transport Privileges, the Ticket got him is purchased at full price, unless the Special Discount Rules stipulate otherwise.

6.3. Children under the age of 6 years are not allowed to travel unaccompanied on trains.

6.4. The age of the child is the age (in years) of the child on the day of the train departure.

7. Carry-on luggage carriage

7.1. The passenger has the right to carry carry-on luggage, the total sum of three dimensions of which (length, width, height) must not exceed 200 cm, and the total weight must not exceed 50 kg. Carry-on luggage exceeding these limits is prohibited.

7.2. Passengers' carry-on luggage up to 35 kg is transported free of charge. Children up to 10 years old are allowed to carry up to 15 kg of carry-on luggage free of charge.

7.3. If the weight of carry-on luggage exceeds the restrictions set out in Clause 7.1., the passenger must pay a fee of 30% of the full price of the Ticket and receive an Additional Service Ticket confirming this.

7.4. If a child or a person with individual needs is traveling on the train with the luggage that meets the requirements specified in Clause 7.1 of the General Rules, a foldable stroller and/or mobility equipment for a person with individual needs, including wheelchairs and assistive devices, can be transported as carry-on luggage free of charge.

7.5. Passengers are prohibited from carrying:

7.5.1. items that can damage or pollute the carriage, harm passengers or their carry-on luggage;

7.5.2. flammable, self-igniting, explosive, radioactive, pungent and poisonous substances;

7.5.3. passengers who have the right to carry weapons are prohibited from carrying loaded firearms and firearms that are not placed in a holster or other suitable item to keep it safe and out of sight, except in the cases provided by laws and regulations;

7.5.4. items that may cause infection or emit a pungent odor.

7.6. Carry-on luggage may not block the passage in the carriage, access to the emergency exit, access to fire extinguishers, the brake, or obstruct other passengers.

7.7. Carry-on luggage is stored and the liability for it is assumed by the passenger. Carry-on luggage must be placed in designated areas.

8. Carriage of bicycles, mobility equipment for persons with individual needs, including wheelchairs and other micromobility means

8.1. The passenger has the right to carry one Micro-mobility Device (bicycle, scooter, skateboard, etc.).

8.2. Mobility equipment for persons with individual needs, including wheelchairs and assistive devices, is transported free of charge.

8.3. Each train has at least 4 spaces for bicycles.

8.4. A group of passengers who wish to transport more bicycles than permitted on the train, in order to get such an opportunity, must call +370 700 55111 during working hours (7:00 a.m. to 9:00 p.m.) or write an e-mail to informacija@ltglink.lt no later than 48 hours before the departure of the train.

8.5. The passenger must pay the fee set by the Carrier for transporting a bicycle on the train:

8.5.1. in 2nd and 3rd class seats on local communication trains - a fee of 45% of the full Ticket Price of the relevant class - and obtain an Additional Service Ticket confirming this.

8.6. Bicycle spaces are provided in 2nd and 3rd class train carriages. Bicycles are not allowed to be transported in carriages equipped with 1st class seats.

8.7. If the passenger, before the trip, has purchased an Additional Service Ticket to transport a bicycle, but the bicycle transport is refused without a valid reason, the passenger has the right to be redirected to another route or to demand a refund of the paid amount (Ticket Price and Additional Service Ticket price) in accordance with Clause 13.1 of the General Rules, a compensation in accordance with Clause 13.4 and assistance specified in Clause 13.12 of the General Rules.

8.8. Dismantled and packed bicycles and other micro-mobility devices, the dimensions and weight of which do not exceed the set carry-on luggage standard, are transported free of charge, and their weight and dimensions count towards the allowed standard of carry-on luggage. If disassembled and packed bicycles and other Micro-mobility Devices exceed the requirements of free carry-on luggage, the transport of such devices is prohibited.

8.9. The - device must not block the passage in the carriage or disturb other passengers.

9. Carriage of animals

9.1. The passenger, without occupying a separate seat, can only transport healthy, clean animals that have been vaccinated in accordance with the procedure established by the Law of the Republic of Lithuania on Animal Welfare and Protection and other laws and regulations.

9.2. On local trains in class 2 and 3 seats, animals are allowed to be transported free of charge, provided that they are kept, for the entire duration of the trip, in a specially designed container (basket, box, cage, etc.), the total sum of three dimensions (length, width, height) of which does not exceed 115 cm, the bottom of which is waterproof and the total weight of which does not exceed 8 kg.

9.3. Persons with individual needs who are transporting an assistance dog in 2nd and 3rd class carriages do not need to pay any extra for it.

9.4. For the transport of animals without the containers specified in Clause 9.2 by local communication trains, the following fee is paid:

9.4.1. on local communication trains in 2nd and 3rd class seats - a fee of 50% of the full Ticket price of the corresponding class. After paying the specified fee, the passenger receives an Additional Service Ticket 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 tickets in areas marked with the "Pet Friendly Seat" symbol or in carriages (seats) indicated by an employee of the Carrier.

9.7. A passenger is allowed to transport no more than two animals without a specified special container. Animals must be at a distance of no more than 0.5 m from the passenger, muzzled and on a leash.

9.8. Assistance dogs and dogs that have passed the "dog in the city" socialization test or the "BH" exam (except for dangerous and fighting dogs and hybrids of fighting and dangerous dogs) are allowed to be transported without a muzzle. At the request of an employee of the carrier, the passenger must provide a certificate of passing the test/exam. The certificate must be issued no earlier than three years before the start of the trip.

9.9. The passenger must ensure that the animals transported by him do not disturb or pose a threat to the life or health of people, other animals or the property of the Carrier and other passengers during the entire trip.

10.10. A passenger who transports animals must ensure that sanitary and hygiene requirements are complied with. The passenger is liable for the damage caused by the animals he is transporting, as well as for violations of sanitary and hygiene requirements in the passenger carriage.

10. Lost and found

10.1. It is necessary to inform the Carrier's conductors about items found in the train. The Carrier's conductor may check the contents of unattended items; he is allowed to unload them from the train and transfer them to a long-term storage warehouse or destroy them if, in the opinion of the Carrier or the competent authorities, they endanger the safety of passengers and other people, the Carrier's property.

10.2. Items found or left for safekeeping and not collected are stored for 6 months, after which they are sold in accordance with the procedure established by the legislation of the Republic of Lithuania.

10.3. An additional fee is charged for the safekeeping of lost items. Safekeeping of found items for up to 24 hours – EUR 1, a fee of EUR 1 is charged for each additional day of safekeeping.

10.4. Passengers can consult and receive information about items left on trains or at a station (stop) by calling +370 700 55111 during working hours (7:00 a.m. to 9:00 p.m.) or by sending an e-mail to informacija@ltglink.lt.

11. Obligations and liability of passengers

11.1. Before the trip, the passenger must:

11.1.1. read the General Rules and Special Discount Rules;

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

11.1.3. on the train, the passenger must purchase a Ticket immediately, otherwise the passenger will be treated as traveling without a ticket (the aforementioned provision applies if the passenger boarded the train without a Travel Ticket);

11.1.4. purchase a Ticket for the full price, if he does not have a valid document (or a copy thereof) entitling him to use the privilege provided by the Law of the Republic of Lithuania on Transport Privileges and/or the commercial discount set by the Carrier;

11.1.5. before confirming the purchase of the Ticket, check the Ticket price and make sure that the Ticket has been issued in accordance with all the instructions of the passenger, whether all the information provided in the Ticket is understandable for him and correct. In cases where the information provided in the Ticket is incorrect or does not correspond to the passenger's wishes, the ticket should be exchanged immediately - otherwise, the conditions stipulated in Chapter 5 “EXCHANGE, RETURN OF TICKETS AND ADDITIONAL SERVICES“ of these General Rules shall apply;

11.1.6. arrive at the railway station or stop in good time to be able to reach the platform from which the train specified in the Ticket departs.

11.2. During the trip, the passenger must:

11.2.1. keep the Ticket and the Additional Service Ticket until the end of the trip. Submit it to the Carrier's employees performing control upon request. The Carrier is not liable for the loss or theft of the Ticket and/or Additional Service Ticket and cases where another person uses the Ticket illegally. Copies or duplicates of tickets and/or Additional Services are not issued on trains;

11.2.2. have and submit, to the Carrier's employees performing the control, valid documents (or their full copies), confirming the right to the privilege provided for in the Law of the Republic of Lithuania on Transport Privileges and/or the Carrier's commercial discount and an identity document (or its full copy), if necessary;

11.2.3. during the trip, do not disturb the peace of other passengers and do not obstruct the work of the Carrier's employees;

11.2.4. It is forbidden to make noise, shout or otherwise disturb other passengers in 1st class train carriages;

11.2.5. ensure that the transported carry-on luggage, bicycle, other Micro-mobility Devices and/or animals do not pose a danger or interfere with or cause damage to other passengers, mobility equipment, luggage or railway operations, as well as that sanitation and hygiene requirements are complied with;

11.2.6. give up appropriately marked seats for persons with individual needs or families with children;

11.2.7. comply with all safety requirements set by the Carrier when boarding and disembarking the train, as well as during the entire trip. The Safe Conduct Memorandum can be found on the Carrier's website.

11.2.8. Passengers are prohibited from travelling by trains with dirty clothes that can stain the interior of the carriages or the clothes of other passengers, raising their feet on the seats, littering in trains and in the protection zones of railway tracks and their facilities. If this requirement is not complied with, the Carrier's employees have the right not to admit the passenger to the train or disembark him from the train.

11.3. Passengers are prohibited from going on the trip while intoxicated or under the influence of narcotics or other psychotropic substances. The Carrier's employees have the right to refuse to admit a suspicious passenger to the train or to disembark him from the train.

11.4. When getting on/off the train, it is recommended to take your time, hold on to the railings, pass people with individual needs, passengers with minor children, pregnant women, elderly passengers.

11.5. If necessary, ask for help when boarding the train, finding a seat and loading/unloading luggage;

11.6. Take care of your safety: if there are free seats or the seat is fixed - sit down, and, when standing or moving in a moving train, hold on to the railings.

11.7. During the trip, passengers are prohibited from consuming alcoholic beverages, other narcotic and psychotropic substances, smoking (using tobacco products and electronic cigarettes), damaging carriage equipment, inventory, walls, upholstery, and inscriptions. If this requirement is not complied with, the Carrier's employees have the right to disembark the passenger from the train.

11.8. Do not store luggage in passages, do not obstruct the access to doors, emergency equipment (fire extinguishers, emergency exits, etc.).

11.9. Follow the requirements of warning signs and safety instructions, oral messages of the Carrier's employees in the territory of the railway station and on the train.

11.10. It is forbidden to open the disembarkation door or press its control buttons while the train is moving.

11.11. Immediately inform the conductor about actions or events that may cause/have caused damage to his or other passengers' health, life, or the Carrier's property.

11.12. Do not use the emergency brake or other safety equipment without reason. According to the valid legislation of the Republic of Lithuania, the carrier has the right to impose sanctions on the passenger for illegal use of alarm and assistive devices.

11.13. Passengers can walk/go to/from the train, crossing the railway track at the station only in designated places: crossings, pedestrian bridges, tunnels. It is necessary to observe road information signs (marking), sound signals and directions allowing or prohibiting walking. It is necessary to stop, look around and listen. It is forbidden to crawl under stationary carriages.

11.14. Passengers must stand while waiting for the train only at a safe distance and only in designated, marked places (yellow line).

11.15. When crossing the railway, passengers must not wear headphones, not use the phone, look around and make sure that a train is not approaching.

11.16. In the event of an emergency, after the train has stopped at an intermediate station, you can get on/off the train only with the permission of the conductor (Carrier's representative) and only at the designated place. If there is a need to evacuate, the conductor (Carrier's representative) indicates to the passengers a safe walking route to a safe area where the passengers are waiting for alternative transport or train. It is forbidden to cross roads in inappropriate areas.

11.17. Inappropriate behavior (insults, harassment, violence, death threats, criminal act against a member of the Carrier's crew or a passenger) is unacceptable on the train. Persons who violate public order, are not in control of their actions, pose a threat and behave irresponsibly are reported to the police.

11.18. In case of non-compliance with the requirements of safe behavior, the Carrier's employees have the right not to allow the passenger to board or to disembark him from the train.

11.19. Passengers accompanying minor children or their groups must ensure and are responsible for ensuring that the children comply with the aforementioned safety requirements.

11.20. The passenger is responsible for the violation of the contract of carriage in accordance with the procedure established by the legislation of the Republic of Lithuania.

11.21. For traveling without a Ticket and/or transporting unpaid luggage larger than prescribed, the passenger is subject to the administrative liability established by the legislation of the Republic of Lithuania. In this case, the passenger must pay the fine imposed on him, as well as pay the cost of the trip and unpaid luggage transportation. The carrier has the right to prohibit the continuation of the trip for a passenger who refuses to pay the carriage fee or surcharge on demand.

11.22. A passenger who has not exchanged the Ticket cannot interrupt the trip and continue it later with the same Ticket.

11.23. Administrative liability established by the legislation of the Republic of Lithuania shall be applied for non-fulfilment of legal requirements of railway transport control officers or for preventing them from performing their duties.

11.24. The passenger is responsible for the correctness of the personal information provided in the Ticket.

11.25. The passenger is liable for the damage or destruction of station and vehicle equipment in accordance with the procedure established by the legislation of the Republic of Lithuania.

11.26. The passenger who transports animals and pets by train is liable for damage and losses, violations of sanitary and hygiene requirements, caused by these pets in the passenger carriage for animals. The passenger is also liable for damage caused to the Carrier or third parties by carry-on luggage, bicycles, wheelchairs, micro-mobility devices or other mobility equipment, or other items carried by the passenger.

11.27. Passengers have other rights and duties established in Regulation (EU) 2021/782 of the European Parliament and of the Council of 29 April 2021 on rail passengers' rights and obligations.

12. Obligations and liability of carrier

12.1. The Carrier must:

12.1.1. ensure that the places and rooms of the train intended for the boarding and transportation of passengers are properly equipped;

12.1.2. ensure the safety of every passenger when boarding the train, getting off the train and being on the train;

12.1.3. ensure the safety of mobility equipment used by passengers as well as persons with individual needs, carry-on luggage, bicycles, other micro-mobility devices, including wheelchairs and assistive devices and animal transportation;

12.1.4. ensure quality service provision and passenger service;

12.1.5. comply with the established passenger train schedules;

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

12.1.7. ensure the provision of services to persons with individual needs as provided for in the Access Rules approved by the Carrier when transporting persons with individual needs;

12.1.8. if necessary, confirm the reasons for the lateness of the passenger carriage service, transfer missed for this reason or cancellation of the passenger transport service. In order to receive such a confirmation, the passenger may contact the Carrier by e-mail opinion@ltglink.lt. In case of problems (e.g. if the train is delayed or canceled), passengers who have purchased tickets and provided their phone number will be notified by SMS or e-mail of the information about travel changes.

12.1.9. In accordance with the provisions of the legislation of the Republic of Lithuania and the European Union, to compensate for damage in case of the Carrier's liability for the death of passengers, bodily injury, loss or injury of animals, loss or damage of carry-on luggage, bicycles, non-compliance with the schedule, as well as compensate for loss or damage of mobility equipment used by persons with individual needs, including wheelchairs and assistive devices.

13. Train delays and cancellations, missed connections

13.1. If at the time of departure of the train, or if a transfer is missed, or in the event of a train cancellation, it can reasonably be expected that there will be a delay of 60 minutes or more in arriving at the final destination according to the contract of carriage, the Carrier offers the passenger to choose one of the following options:

13.1.1. Refund of the full price of the ticket under the same conditions as it was paid for, for the part or parts of the trip that have not been traveled and the part or parts that have already been traveled, if the trip no longer corresponds to the passenger's original travel plans, and, if necessary, the provision of a service of return to the original place of departure at the earliest opportunity;

13.1.2. continuation of the trip or travelling by another route under similar transport conditions to the final destination at the earliest opportunity;

13.1.3. continuation of the trip or travelling by another route under similar transport conditions to the final destination on a later date convenient for the passenger.

13.2. In the event that, according to Clauses 13.1.2. and 13.1.3 of the General Rules, the same Carrier carries out the trip on another route under similar transport conditions or another company is assigned to carry out the trip on another route, as a result, passengers do not incur additional costs. This requirement also applies if a higher class of service or alternative types of transport is/are used for the trip on another route.

13.3. In the case of circumstances stipulated in Clause 13.1 of the General Rules, upon the request of the passenger, the Carrier may allow the passenger to conclude a contract with another transport service provider, according to which the passenger could reach the final destination under similar conditions. In this case, the Carrier reimburses the expenses incurred by the passenger.

13.3.1. If the passenger is not notified of the existing options for rerouting the trip within 100 minutes of the scheduled departure time of the delayed or canceled service or missed transfer, the passenger has the right to enter into such a contract with other public transport service providers. In this case, the Carrier compensates the passenger for necessary, appropriate and reasonable expenses incurred by the passenger.

13.4. Without losing the right to travel by train, the passenger has the right to demand compensation for the delay from the Carrier, if his train was delayed by more than 60 minutes to the arrival station or stop specified in the contract of carriage and, due to this delay, he was not refunded the amount of money paid for the Ticket under Clause 13.1.1 of the General Rules. The rights established in this Clause may also be used by passengers who have fixed travel tickets. Compensation for delay is:

13.4.1. 25% of the Ticket price paid by the passenger in case of a delay to the arrival station or stop by 60 to 119 minutes;

13.4.2. 50% of the Ticket price paid by the passenger in case of a delay to the arrival station or stop by 120 minutes or more.

13.5. If there are repeated cases of delays of less than 60 minutes during the validity period of the Fixed Ticket, the duration of the delay may be added up and compensation may be paid to the passengers.

13.6. Delay compensation is calculated based on the full price actually paid by the passenger for the trip that was delayed. When the contract of carriage is for a round trip, the compensation for delay in the case of a forward or return trip is calculated according to the price specified in the Ticket for that sectiom of the trip. In the event that such a price is not specified for individual sections of the trip, compensation is calculated based on half of the price paid for the Ticket.

13.7. The Carrier is exempted from liability under Clause 13.4 of the General Rules, if the delay is notified to the passenger before he buys the Ticket or if the delay caused by the extension of the trip using another service or by going on another route is shorter than 60 minutes.

13.8. The Carrier is not obliged to pay compensation if he can prove that the delay, missed connection or cancellation was directly caused by or inextricably linked to:

13.8.1. special circumstances not related to the operation of the railway, e.g. extreme weather conditions, major natural disasters or major public health crises, the consequences of which the Carrier could neither avoid nor prevent, despite having taken the necessary precautions in the particular circumstances of the case;

13.8.2. the fault of the passenger or;

13.8.3. the conduct of a third party (e.g., persons on railway tracks, theft of cables, emergency situations occurring in the vehicle, actions of law enforcement, sabotage or terrorism), the consequences of which the Carrier could neither avoid nor prevent, despite having taken the necessary precautions in the specific circumstances of the case.

13.8.4. The exceptions specified in Clause 13.8.3 of the General Rules do not include strikes by the Carrier's employees, actions or inaction by another company that uses the same railway infrastructure, and actions or inaction by infrastructure and station managers.

13.9. Compensation to which passengers are entitled in case of train delay and refunds of the ticket price specified in Clause 13.1.1 of the General Rules are made within 30 days from the date of submission of the request. Compensation may be paid in the form of checks and (or) provision of other services, provided that the conditions of those checks or services are sufficiently flexible, in particular as regards the period of validity and the destination, and that the passenger agrees to accept those checks and (or) services.

13.10. The costs of the financial transaction - taxes, telephone or stamps costs - are not deducted from the compensation for the Ticket price. Compensations that do not exceed EUR 1.45 (including VAT) are not payable. The non-compensable amount is the Carrier's minimum loss.

13.11. In the event of a train delay (due to a delayed arrival or departure of a train) or cancellation of a service, the Carrier shall inform passengers of the situation and the estimated time of departure and the estimated time of arrival, related to the service or replacement service as soon as such information becomes available to him.

13.12. If the delay described in Clause 13.11 of the General Rules reaches 60 minutes or more or if the service is cancelled, the Carrier also offers passengers the following free of charge:

13.12.1. food and soft drinks, taking into account the waiting time, if they are available on the train or at the station or can reasonably be provided taking into account criteria such as distance to the supplier, time of delivery and price;

13.12.2. when and where it is physically possible, a hotel or other place of accommodation and transport from the railway station to the place of accommodation in cases where it is necessary to stay one or more nights or it becomes necessary to stay longer than planned. In cases where such a need to stay arises due to circumstances specified in Clause 13.8 and relevant subclauses of the General Rules, the Carrier may limit the duration of accommodation to no more than three nights. Where possible, the access requirements of people with individual needs and the needs of assistance dogs are taken into account.

13.12.3. if the train is stopped en route, when and where physically possible, transport from the train to the railway station, alternative place of departure or to the final place of arrival according to the service provided.

14. Compensation for mobility equipment, assistive devices and assistance dogs

14.1. If the Carrier loses or damages mobility equipment used by a person with individual needs, including wheelchairs and assistive devices, or loses or injures assistance dogs, the Carrier is liable for such loss, damage or injury and must immediately compensate for them. That compensation consists of:

14.1.1. the cost of replacing or repairing lost or damaged mobility equipment or assistive devices;

14.1.2. the costs of replacement of assistance dogs or treatment of their injuries;

14.1.3. reasonable costs of temporary replacement mobility equipment or assistive devices, if the Carrier does not provide such replacement means in accordance with Clause 14.2 of the General Rules.

14.2. When Clause 14.1 of the General Rules is applied, the Carrier shall promptly make every effort to provide urgently needed temporary replacement mobility equipment or assistive devices. A person with individual needs is allowed to have that temporary replacement equipment or device until payment of compensation specified in Clause 14.1. of the General Rules.

15. Complaints and claims

15.1. COMPLAINTS TO THE CARRIER

15.1.1. A passenger who believes that the Carrier has violated his rights or legitimate interests has the right to apply in writing to the Carrier and indicate his claims and the circumstances of the dispute. The passenger must apply to the Carrier in writing no later than within three months from the day he learned or should have learned about the violation of his rights or legitimate interests.

15.1.2. The passenger has the right to submit a complaint to the Carrier by ways specified in Clause 15.1.5 of the General Rules. When submitting a simple-form written complaint, the passenger, if he is a natural person, must indicate his name, surname, telephone number, contact address or e-mail address at which the passenger wishes to receive a reply. If a legal entity submits a complaint to the Carrier, such complaint must include the name of the legal entity, legal entity code, phone number, e-mail address, registered address or other address at which the passenger wishes to receive a reply. The passenger must sign the Complaint submitted to the Carrier.

15.1.3. In addition to the above-mentioned information, together with the complaint, the passenger must provide all the evidence confirming the validity of the circumstances stated in his complaint (e.g. submit the Ticket, Additional Service Ticket, document proving the fact of payment of money for the services or copies of the aforementioned documents, as well as other documents that, according to the passenger, are necessary for the examination of a specific dispute.

15.1.4. Apart from the passenger himself, his representative also has the right to file a complaint, having submitted documents (power of attorney) substantiating the right to represent the passenger. The identity of the passenger's representative is established according to the representative's identity document. The document proving the representation must meet the requirements for the form and content of such documents, set forth in the laws and other regulations of the Republic of Lithuania.

15.1.5. The passenger may submit a complaint that meets the above requirements to the Carrier in the following ways:

15.1.5.1. by sending an e-mail to the Carrier‘s e-mail kontsima@ltglink.lt;

15.1.5.2. by sending to the Carrier‘s Passenger Information Center at Geležinkelio st. 16, Vilnius; 

15.1.5.3. by filling out the Feedback Submission Form on the Carrier's website;

15.1.5.4. or, alternatively, by filling out the application form specified in the Clause above at all major railway stations and hand over the completed form to the Carrier‘s Ticket Office employee, who, upon accepting the complaint, registers it and gives the passenger a notice of the received application.

15.1.6. Passengers also have the opportunity to receive information and (or) express an opinion about the services provided by the Carrier by calling +370 700 55111 during working hours (7:00 a.m. to 9:00 p.m.) or by sending an e-mail to informacija@ltglink.lt.

15.1.7. The received complaint is registered in the Carrier's system on the day of its receipt and the complaint and the documents attached to it, if any, are submitted to the responsible persons immediately, but no later than the next working day after the day of receiving the complaint. Responsible persons read the content of the complaint and appoint an employee to examine it, indicating the deadline for the examination of the complaint.

15.2. EXAMINATION OF COMPLAINTS AND SUBMISSION OF RESPONSES

15.2.1. The Carrier must consider the received written complaints of passengers, which are neatly and legibly written in Lithuanian, English or Russian.

15.2.2. Passenger complaints, taking into account their complexity, must be processed in the shortest possible time, but no longer than within one month from the date of receipt of the complaint. In exceptional cases, when the complaint cannot be examined within the specified period, the Carrier must notify the passenger of this by specifying the circumstances and informing the passenger on which day, less than three months after the date of receipt of the complaint, the complaint will be examined and the passenger will be given a reply.

15.2.3. The Customer Experience Management Manager of the Carrier is responsible for the organization of complaint handling.

15.2.4. When examining a written complaint, the responsible employee must:

15.2.4.1. assessing the situation as it has developed, examine the content and reasons of the complaint, clarify its essence if necessary;

15.2.4.2. check whether all the documents needed to make a decision have been submitted; if necessary, ask the passenger to submit additional documents or data;

15.2.4.3. if necessary, ask the Carrier's employee whose actions are complained of to provide explanations;

15.2.4.4. use other employees of the Carrier for issues, the solution of which requires special knowledge in a certain field.

15.2.5. The Carrier has the right to refuse to consider the complaint if

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

15.2.5.2. a court, another dispute resolution institution or the Carrier has already examined the dispute between the passenger and the Carrier on the same subject matter and on the same ground and the passenger does not submit new data;

15.2.5.3. a court or other dispute resolution institution examines a dispute between the passenger and the Carrier regarding the same subject matter and on the same ground;

15.2.5.4. more than 1 year has passed since the violations specified in the complaint were committed until the day the complaint was submitted to the Carrier;

15.2.5.5. the submitted complaint is illegible or incomprehensible;

15.2.5.6. the passenger's name, surname, name and code of the legal entity (if the passenger is a legal entity), the address where a reply can be submitted, as well as whether the complaint of the passenger is not signed.

15.2.6. The carrier, upon receiving a passenger's complaint and determining that the complaint is refused to be considered due to at least one of the grounds for refusing to consider complaints specified in Clause 15.2.5 of the General Rules, shall inform the passenger of this in writing no later than within 5 working days from the date of receipt of such a complaint (in cases where the reply submission address is specified). If the complaint is refused to be considered, the reasons for refusing to consider the complaint are specified to the passenger.

15.2.7. The passenger has the right to change the subject (claims to the Carrier) or basis (circumstances on which the passenger bases his claim) of his appeal, submit new facts, evidence, or refuse his claim at any time before the decision on the complaint is made. In such cases, the deadline for considering the complaint starts counting anew. If the passenger refuses his claim, the Carrier terminates the initiated investigation on the passenger's complaint.

15.2.8. In all cases, the response to a written complaint must be submitted in writing, at the same address and/or by the same method as it was received, unless the passenger, when submitting the complaint, indicates a different address and/or method by which he would like to receive a response.

15.2.9. The passenger's complaint is replied to in the language in which the complaint was submitted, but without deviating from the requirements of Clause 15.2. If necessary, the complaint may be replied to in a non-state language, when the complaint is submitted by a foreign state institution, another foreign entity or an international organization in accordance with international law. If the complaint is refused or partially satisfied, the documents supporting the complaint are returned to the passenger.

15.3. APPLICATION TO THE CONSUMER RIGHTS‘ PROTECTION SERVICE

15.3.1. If the passenger is a consumer and is not satisfied with the Carrier's response or his complaint has not been replied to, the passenger has the right to apply, by submitting a request in writing or electronically, to the State Consumer Rights‘ Protection Service in order to defend his violated or disputed rights or legitimate interests no later than one year from the moment of application to the Carrier.

15.3.2. Passengers may submit complaints to the State Consumer Rights‘ Protection Service at the address Vilniaus st. 25, 01402 Vilnius (or in the territorial units whose addresses are published on the website of the State Consumer Rights‘ Protection Service, by e-mail tarnyba@vvtat.lt, by fax (8 5) 279 1466 or to electronically submit the user's request through the Consumer Rights Information System (CRIS).

15.4. PRODUCTION BEFORE THE COURT

15.4.1. In all cases (including those cases when the dispute between the passenger and the Carrier cannot be resolved amicably), passengers have the right to appeal to a court of general jurisdiction in accordance with the procedure established by the Code of Civil Procedure of the Republic of Lithuania for the defense of their violated rights. Claims arising from the contract of carriage may be filed within one year from the day the passenger learned or should have learned about the violation of his rights.

15.5. APPLICATION USING THE ELECTRONIC CONSUMER DISPUTE RESOLUTION PLATFORM 

15.5.1. Passengers can also submit a request/complaint by filling the request form on the EGS platform.

15.5.1.1. The consumer's appeal to the institution dealing with consumer disputes does not deprive the consumer of his right to appeal to a court of general competence.

16. Control

16.1. The performance of the passenger's obligations is controlled by employees authorized by the Carrier (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 controlling employee, the passenger must present the Ticket and/or Additional Service Ticket and the documents confirming the validity of the Ticket and/or Additional Service Ticket (or their full copies).

16.3. Having a ticket and other documents specified in Clauses 4.8.3, 4.8.5, 4.15.4, 6.1, 11.2.2 of these General Rules, but refusing to present them to the Controlling Employee, is considered as travelling without a Ticket.

16.4. The controlling employee has the right to:

16.4.1. Refuse to carry or has the right to prohibit the continuation of the trip to passengers who endanger the safety of other passengers and/or the Carrier's employees and their property or cause intolerable inconvenience to them, including passengers under the influence of alcohol or other narcotic substances, and passengers who violate public order and/or disturb public peace.

16.4.2. If the passenger who traveled without a Ticket does not follow the lawful instructions of the Controlling Employee and/or is trying to leave the place of violation, call the police officers and hand over the offender to the police officers.

16.5. Passengers who violate the requirements of public order and/or the requirements set out in the General Rules and are disembarked from the Carrier's train lose their right to compensation for the Ticket or Additional Service Ticket they paid for.

17. Personal data processing

17.1. When reading these General Rules, passengers are informed that the personal data provided by them will be processed for the purpose of purchase of Tickets and passenger carriage and the provision of related services (for the purpose of concluding and executing the carriage contract). 17.2. An integral part of these General Rules is the Privacy Notice published on the Carrier's website, which passengers must read before purchasing Tickets.

18. Final provisions

18.1. In the event of a change in the conditions of service provision, the Carrier reserves the right to change the General Rules, but it shall inform passengers thereof at all ticket sales points at least 5 working days before the General Rules come into effect.

18.2. Passengers who have purchased Tickets or Additional Service Tickets before the amendments to the General Rules came into effect are subject to the general version of the Rules valid at the time of ticket purchase.

18.3. Consultations and information are provided to passengers by phone +370 700 55111 during working hours (7:00 a.m. to 9:00 p.m.) or by e-mail informacija@ltglink.lt

18.4. The valid documents regulating the carriage of passengers can be found in all the Carrier's ticket sales channels.

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