General rules for the carriage of passengers

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

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

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

1.1.3. The Civil Code of the Republic of Lithuania;

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

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

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

1.3. The purchase of a combined ticket shall be subject to the Combined Ticket Rules published on the Carrier’s website. In the case of carriage of passengers on charter routes or charter carriages, these General Rules shall apply to the extent provided for in the contract for the charter routes or charter railcarriages.

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

1.5. Under the contract of carriage, the Carrier undertakes to take the passenger and, if necessary, hand luggage, animal(s), bicycle and/or non-motorised vehicle to the station or stop of destination, and the passenger undertakes to pay the price set for the service.

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

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 - The General Rules for the Transportation of Passengers, which lay down the terms and conditions of the contractual relationship between the Carrier and the passengers, the rights and obligations of passengers, liability for non-performance or inadequate performance of contractual obligations, and the procedure for controlling passengers during the carriage of passengers, luggage, bicycles, non-motorised vehicles, and animals on local connecting routes.

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

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

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

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

E-ticket - A 60-minute ticket (full price, 50% concession and 80% concession) for regular public transport in Vilnius City, approved in accordance with the legislation.

Micromobility Devices - Bicycles, scooters, skateboards, segways, electric scooters and other small, light mobility devices travelling at speeds up to 25 km/h. 

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

Ticket for Additional Services - A document in a form prescribed by the Carrier, issued at the Carrier’s ticket offices and/or on board a train, confirming the carriage of a passenger’s hand luggage, bicycles or animals.

Hand Luggage - Luggage with a total sum of three dimensions (length, width, height) not exceeding 200 cm and a total weight not exceeding 50 kg. Hand Luggage up to 35 kg is free of charge. Scooters, segways, wheelchairs and other items with dimensions equivalent to those specified above may be carried as Hand Luggage.

Special Discount Rules - The General Rules are supplemented by and/or exemptions are provided for in the Special Discount Rules, which are published on the website.

Fixed-term ticket - A nominal, physical or electronic multiple-use document, in a form specified by the Carrier, granting the right to travel by 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 transport service contract concluded for a series of successive rail services provided by one or more railway undertakings.

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

Carrier - A licensed undertaking (legal person, other organisation, subdivision of a legal person or another organisation) whose business is to provide passenger and luggage carriage by rail on domestic and/or international routes and/or combined passenger services on domestic routes and to ensure traction, as well as an undertaking (legal person, other organisation, subdivision of a legal person or other organisation) that ensures traction only. 

One-off Ticket - A ticket issued by the Carrier for one passenger, for one journey.

3.1. The conclusion of the contract of carriage shall be evidenced by a ticket. The ticket shall be the primary evidence that the contract of carriage has been concluded. The contract of carriage shall consist of the following:

3.1.1. General Rules;

3.1.2. Special Discount Rules;

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

3.2. The purchase of one ticket shall be deemed to constitute the conclusion of a single 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. The Carrier (UAB LTG Link or the Carrier’s Code – 1124);

3.3.1.2. A reference to the General Rules;

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

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

3.3.1.5. Date of travel or expiry date of the ticket;

3.3.1.6. Ticket price;

3.3.1.7. Method of payment;

3.3.1.8. The date of sale of the ticket;

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 clauses; this may be indicated by the acronym CIV.

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

3.3.2.1. Cost of additional services;

3.3.2.2. The size and type of discount;

3.3.2.3. Train number;

3.3.2.4. Class of carriage/seat;

3.3.2.5. Number of passengers;

3.3.2.6. Departure time;

3.3.2.7. Carriage number;

3.3.2.8. Seat;

3.3.2.9. Other information.

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

3.4.1. Mandatory:

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

3.4.1.2. A reference to the General Rules;

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

3.4.1.4. Number of the Ticket for Additional Services;

3.4.1.5. Price of the Ticket for Additional Services;

3.4.1.6. Method of payment;

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

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 clauses; this may be indicated by the acronym CIV.

3.4.2. Additional:

3.4.2.1. Date of travel;

3.4.2.2. Departure time;

3.4.2.3. Train number and seat;

3.4.2.4. Other information.

4.1. Tickets and Tickets for Additional Services shall be sold through the sales channels indicated by the Carrier (ticket offices, website, mobile application (app), trains, etc.) and during the announced opening hours, as determined by the Carrier, taking into account the local conditions and the train timetable in force.

4.2. A passenger who has purchased two (or more) tickets(s) for travel to the final destination station or stop (not a Continuous Trip Ticket) and who missed a transfer due to circumstances beyond the control of the Carrier, shall not be guaranteed assistance and compensation for the entire trip.

4.3. When a passenger purchases two or more one-off tickets for travel to the final destination station or a stop with transfers, the Carrier’s recommended time between transfers shall be at least 15 minutes.

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

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

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

4.4.3. Information on cases where the service charge does not apply in the cases referred to in paragraphs 4.4.1, 4.4.2 is available on the Carrier’s website. 

4.5. A passenger may continue their journey without additional charges if, due to the Carrier’s fault, the passenger is late for the continuous trip route and has to travel on another train, but only if the passenger has a ticket for the previous journey to which the delay occurred.

4.6. Payments for the tickets shall take place:

4.6.1. At ticket offices (cash, payment order or bank card);

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

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

4.6.4. On trains, in cash or by bank card (subject to technical possibilities).

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

4.8. A ticket shall not be valid until proven otherwise if:

4.8.1. It does not contain the information listed in paragraph 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 by train with a season ticket does not produce 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 unique graphic code of the ticket;

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 one-off ticket can only be used once.

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

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

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

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

5.1. One-off tickets and Tickets for Additional Services: 

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 a one-off ticket may apply to any of the Carrier’s ticket offices or may do so independently on the Carrier’s website at https://bilietas.ltglink.lt/manage-booking or in the mobile application. 

5.1.2. A passenger shall have the right to change a one-off ticket once if at least 4 (four) hours remain until the departure time of the train specified in the ticket.

5.1.3. If the price of a one-off ticket increases during a change, the passenger must pay the difference in price; if the price decreases, the passenger shall be refunded the difference in ticket prices. 

5.1.4. A passenger may cancel/refund a one-off ticket at least 24 (twenty-four) hours before the train departure and get 90% of the ticket price back by contacting any Carrier’s ticket office or by doing it independently on the Carrier’s website. 

5.1.5. A passenger may refund a one-off ticket at least 4 (four) hours before the train departure and get 70% of the ticket price back by contacting any Carrier’s ticket office or by doing it independently on the Carrier’s website. 

5.1.6. Unused one-off tickets submitted when less than 4 (four) hours remain until the departure of the train indicated on the ticket and/or after the departure shall not be refunded.

5.1.7. Tickets for Additional Services shall be subject to exchange and refund under the conditions applicable to one-off tickets, except where according to the Carrier’s Special Discount Rules, different products and/or services are subject to different regulations for the exchange and refund of Tickets for Additional Services. The Special Discount Rules are available on the Carrier’s website at https://ltglink.lt/vietinio-susisiekimo-taisykles#0. An exchanged one-off ticket and/or Ticket for Additional Services shall be non-refundable. 

5.1.8. Any additional charges, deductions and/or non-refundable amounts (non-refundable part of the ticket price or the total ticket price) 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 a Ticket for Additional Services.

5.2. Season tickets:

5.2.1. A season ticket shall not be exchangeable. To exchange a season ticket, the passenger must return the existing ticket and buy a new one.

5.2.2. A season ticket shall be non-refundable unless:

5.2.2.1. The validity period of the season ticket has not started. In this case, 100% of the ticket price shall be refunded.

5.2.2.2. If the passenger had been ill, had gone on a business trip or for other important reasons had been unable to use the season ticket for a continuous period of at least 10 calendar days, the passenger shall be refunded 70% of the ticket price (the non-refundable part of the ticket price being the Carrier’s minimum loss incurred by the Carrier for the return of the unused ticket) for the unused days. 

5.2.3. A passenger wishing to refund a season ticket must fill in a ticket refund form available on the Carrier’s website or submit a simple written request for a refund. The request must be accompanied by documents proving the validity of the circumstances set out in the request. Requests may be submitted at any ticket office, at the Passenger Information Centre at Geležinkelio Str. 16, Vilnius, by email to nuomone@ltglink.lt, or by registered mail to Geležinkelio Str. 16, LT-02100 Vilnius, Lithuania.

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

5.3. Group tickets:

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

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

5.3.3. For an unused group ticket (a group ticket is not divisible), the buyer shall be refunded 70% of the ticket price if 24 (twenty-four) hours or more, but at least 4 (four) hours, remain until the train departure (the non-refundable part of the ticket price shall be the Carrier’s minimum loss due to the refund of the unused ticket). 

5.3.4. Unused group tickets submitted less than 4 (four) hours before the departure of the train indicated on the ticket and/or after the departure shall not be refunded. 

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

5.4. If a passenger was unable to travel by train due to the fault of the Carrier, the passenger shall be refunded the full unused amount of any ticket type.

5.5. Cash refunds are only available at the Carrier’s ticket offices if the ticket was purchased at the Carrier’s ticket office, with payment in cash or by bank card.

5.6. If the ticket was paid for online or purchased via the mobile application (app) using e-banking, the money shall 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 one business day at the latest. 

5.7. If a passenger applies for a refund of tickets or Additional Services by filling in a feedback form at the ticket office or on the Carrier’s website, and the Carrier has made a decision on the refund, the refund shall be transferred to the account specified by the passenger within 14 calendar days from the date of the decision.

5.8. If a 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 will not be refunded.

6.1. Ticket price concessions are granted to persons of the categories defined in the Law of the Republic of Lithuania on Transport Privileges (the current version) when purchasing personalised one-off or season tickets for travelling on a local train in Class 2 and Class 3 seats in seating carriages and presenting during the journey, in addition to the ticket, valid documents (or complete copies thereof) proving the entitlement to purchase a ticket with the privilege provided for by the laws of the Republic of Lithuania.

7.1. Under the Law of the Republic of Lithuania on Transport Privileges, each passenger is entitled to transport two children up to the age of seven free of charge if they are not occupying separate seats when travelling on local trains in Class 2 and Class 3 seats.

7.2. A passenger transporting a child/children up to 7 years of age on passenger trains and wishing to purchase a separate seat for the child/children shall be entitled to a personalised one-off or season ticket with a 50% discount for the child/children under 7 years of age. 

7.3. Children aged 7 to 10 years shall be entitled to a 50% discount under the Law of the Republic of Lithuania on Transport Privileges when purchasing one-off or season tickets.

7.4. A full-price ticket shall be purchased for a child of 10 years of age and older, unless otherwise specified in the Special Discount Rules.

7.5. Children under 6 years of age shall not be allowed to travel by trains unaccompanied.

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

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

8.1. A passenger shall be entitled to transport hand luggage, the sum of the three dimensions (length, width, height) of which must not exceed 200 cm and the total weight must not exceed 50 kg. Carrying hand luggage in excess of these limits shall be prohibited.

8.2. Hand Luggage up to 35 kg is free of charge. Children up to 10 years of age shall be allowed to transport up to 15 kg of hand luggage free of charge.

8.3. If the weight of hand luggage exceeds the weight limits set out in paragraph 8.1, the passenger must pay a fee of 30% of the full ticket price and obtain a Ticket for Supplementary Services to prove it.

8.4. If a child or a person with individual needs is travelling by train, in addition to the luggage complying with the requirements of paragraph 8.1 of the General Rules, a foldable child’s stroller and/or mobility equipment for the person with individual needs, including wheelchairs and assistive devices, may be carried free of charge in the form of hand luggage. 

8.5. Passengers shall not be 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, spontaneously combustible, explosive, radioactive, caustic and poisonous substances;

8.5.3. Loaded firearms, except in the cases provided for in laws and regulations;

8.5.4. Items that can cause infection or give off a pungent smell.

8.6. Hand luggage must not obstruct the passage in the carriage or interfere with other passengers.

8.7. Hand luggage shall be the responsibility of the passenger.

9.1. A passenger shall be entitled to transport one micromobility device (bicycle, scooter, skateboard, etc.). 

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

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

9.4. If a group of passengers wishes to transport more bicycles than is allowed on the train, they should call +370 700 55111 during working hours (7 a.m. to 9 p.m.) or send an email to informacija@ltglink.lt at least 48 hours before the departure of the train in order to arrange this possibility.

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

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

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

9.7. If a passenger purchased a Ticket for Additional Services for a bicycle before the trip, but transportation of the bicycle is denied without a duly justified reason, the passenger shall have the right to be re-routed or to demand a refund (the ticket price plus the price of the Ticket for Additional Services). In such a case, the passenger shall also be entitled to reimbursement of the costs set out in paragraphs 14.2 and 14.3 of the General Rules and to the assistance set out in paragraph 14.14. 

9.8. Disassembled and packed bicycles and other micromobility devices with dimensions and weight up to the hand luggage allowance shall be transported free of charge, and their weight and dimensions shall be counted towards the hand luggage allowance. If disassembled and packed bicycles and other micromobility devices exceed the free hand luggage allowance, the carriage of such devices shall be prohibited.

9.9. The micromobility device must not obstruct the passage in the carriage or interfere with other passengers.

10.1. Only healthy, clean animals that have been vaccinated in accordance with the Law of the Republic of Lithuania on Welfare and Protection of Animals and other legal acts may be transported by a passenger if the animals are not occupying a separate seat. 

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

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

10.4. For the transport of animals on local trains without containers referred to in paragraph 10.2., the following charges shall apply:

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

10.5. Animals cannot be transported in Class 1 seats.

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

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

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

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

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

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

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

11.3. An additional fee shall be charged for storing found items. Storage of found objects for up to 24 hours shall cost EUR 1, with a fee of EUR 1 for each additional day of storage. 

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

12.1. Before travelling, a passenger must:

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

12.1.2. Purchase a ticket and, if applicable, a Ticket for Additional Services at the points of sale indicated by the Carrier; 

12.1.3. On board a train, the passenger must buy a ticket immediately, otherwise they will be considered to be travelling without a ticket;

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

12.1.5. Before confirming the ticket purchase, check the ticket price 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 replaced immediately, otherwise the conditions set out in Chapter 5 EXCHANGE AND REFUND OF TICKETS AND TICKETS FOR ADDITIONAL SERVICES of these General Rules shall apply;

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

12.2. During the journey, a passenger must:

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

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

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

12.2.4. No noise, shouting or disturbing other passengers in other ways is allowed in Class 1 carriages.

12.2.5. Ensure that hand luggage, bicycles and/or animals do not endanger or disturb or cause damage to other passengers, mobility equipment, luggage or railway operations, and that sanitation and hygiene requirements are met;

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

12.2.7. Comply with all safety requirements set by the Carrier when boarding and disembarking from the train and throughout the trip.

12.3. A passenger cannot interrupt their trip without changing their ticket and then continue the trip 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 shall not be allowed to travel if they are drunk or have consumed drugs or other psychotropic substances. The staff of the Carrier shall have the right to refuse to allow a suspicious passenger to board or disembark from the train.

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

12.7. 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. Failure to comply with this requirement shall entitle the carrier’s staff to refuse to admit or to remove the passenger from the train.

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

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

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

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

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

12.14. In accordance with the legislation in force in the Republic of Lithuania, the Carrier shall have the right to impose sanctions on the passenger for the illegal use of alarm and assistance devices.

13.1. The Carrier must:

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

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

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

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

13.1.5. Adhere to the timetables set for passenger trains;

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

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

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

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

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.

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

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

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

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

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

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

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

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

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

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

14.5. If there are repeated delays of less than 60 minutes during the validity period of a season ticket, the duration of the delay may be cumulated and passengers may be compensated. 

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

14.7. The Carrier shall be exempted from liability under paragraph 14.5 of the General Rules if the delay is notified to the passenger before the purchase of the ticket, or if the delay resulting from the extension of the journey by using another service or taking an alternative route is shorter than 60 minutes.

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

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

14.8.2. The passenger’s fault or;

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

14.8.4. The exceptions referred to in paragraph 14.9.3 of the General Rules shall not include strikes of the Carrier’s employees, acts or omissions by another undertaking using the same railway infrastructure, and acts or omissions by infrastructure and station managers.

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

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

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

14.12. In the event of a delay of 60 minutes or more as described in paragraph 14.13 of the General Rules, or if the service is cancelled, the Carrier shall also offer the passengers the following free of charge:

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

14.14.2. Where and when physically possible, a hotel or other accommodation and transport from the railway station to the place of accommodation in cases where a stay of one or more nights is necessary, or where a stay longer than the scheduled stay is necessary. In cases where such necessity arises due to the circumstances referred to in paragraph 14.9 of the General Conditions and the relevant sub-paragraphs, the Carrier may limit the duration of the accommodation to a maximum of three nights. Where possible, account shall be taken of the access requirements of persons with individual needs and the needs of assistance dogs.

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

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

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

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

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

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

16.1. COMPLAINTS AGAINST THE CARRIER

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

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

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

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

16.1.5. A passenger may lodge an eligible complaint with the Carrier in the following ways:

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

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

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

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

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

16.1.7. A complaint received shall be registered in the Carrier’s system on the day of its receipt and the complaint and the accompanying documents, if any, shall be submitted to the persons responsible immediately, but not later than the working day following the day of receipt of the complaint. The persons responsible shall take note of the content of the complaint and shall designate a staff member to deal with it, indicating the time limit for dealing with the complaint.

16.2. HANDLING COMPLAINTS AND PROVIDING ANSWERS

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

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

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

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

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

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

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

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

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

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

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

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

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

16.2.5.5. The complaint is illegible or incomprehensible; 

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

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

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

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

16.2.9. A passenger’s complaint shall be answered in the language in which the complaint was made, without deviating from the requirements of paragraph 16.2. Where appropriate, a complaint may be answered in a language other than the national language when, in accordance with international law, the complaint is submitted by a foreign authority, other foreign entity or international organisation. In the event of a refusal or partial satisfaction of a complaint, the documents supporting the complaint shall be returned to the passenger.

16.3. CONTACTING THE CONSUMER RIGHTS PROTECTION AUTHORITY 

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

16.3.2. Complaints to the State Consumer Rights Protection Authority may be submitted by the passenger to Vilnius Str. 25, 01402 Vilnius (or to the territorial units, the addresses of which are published on the website of the State Consumer Rights Protection Authority, by email at tarnyba@vvtat.lt, by fax at (8 5) 279 1466, or by submitting a consumer’s request electronically via the Consumer Rights Information System (VTIS).

16.4. REFERENCE TO THE COURT 

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

16.5. APPLYING THROUGH THE ONLINE DISPUTE RESOLUTION PLATFORM

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

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

17.1. The fulfilment of the passenger’s obligations shall be monitored by the Carrier’s authorised employees (the “Controlling Employee”). They must have special certificates or written instructions (in the case of one-off checks).

17.2. The passenger must produce the ticket and/or the Ticket for Additional Services and the documents proving the validity of the ticket and/or the Ticket for Additional Services (or full copies thereof) upon request by the Controlling Employee.

17.3. Possession of a ticket and other documents referred to in paragraphs 4.1, 4.8.3, 4.8.5, 4.9, 6.1, 7.6, and 12.2.2 of these General Rules but refusal to present them to the Controlling Employee shall be treated as travelling without a ticket. 

17.4. The Controlling Employee shall be entitled to:

17.4.1. 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 substances, and passengers who violate public order and/or disturb the public peace.  

17.4.2. If a passenger is travelling without a ticket, fails to comply with the lawful instructions of the Controlling Employee and/or attempts to leave the scene of the offence, call the police and hand the offender over to the police.

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

18.1. By reading these General Conditions, passengers shall be 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).

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

19.1. In the event of a change in the conditions of service, the Carrier shall reserve the right to modify the General Conditions, but it shall inform passengers at all ticketing points at least five working days before the General Conditions enter into force.

19.2. Passengers who had purchased tickets for travel or additional services before the amendments to the General Rules came into force will be subject to the General Rules in force at the time of purchase.

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

19.4. The applicable documents governing the carriage of passengers shall be available through all of the Carrier’s ticketing channels.