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Frequently asked questions
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Depending on the nature of the issue, passengers may be entitled to compensation for unsatisfactory service. The key condition for confirming service quality issues is written confirmation from the carrier’s staff. Without such confirmation, it is often not possible to verify the situation later, and compensation may not be granted.
Examples of unsatisfactory service include malfunctioning heating or air conditioning, lack of seats despite reservations, etc.
To request compensation, please contact the carrier directly. Contact details can be found in the “Bus Stations” section.
According to Lithuanian legislation, if due to impassable roads, adverse weather conditions, vehicle breakdown, or other reasons it is not possible to transport a passenger or baggage to the destination stop, the passenger is refunded the cost of the unused part of the journey.
If the vehicle returns to the departure station, the full ticket and baggage transport cost is refunded.
Deadlines and exceptions:
– A request or complaint can be submitted within 3 months from the date of the trip;
– After the departure date indicated on the ticket, refunds are not issued, except in cases of illness or accident. In such cases, 80% of the ticket price is refunded if a request and official supporting documents are submitted within 7 days after departure.
Complaint handling timeframes:
– The carrier will inform you within 1 month whether the complaint is accepted, rejected, or still under review;
– If still under review, the process may take up to an additional 2 months;
– A final response is provided within 3 months from the date the complaint was received.
Exceptions:
These timeframes do not apply in cases involving:
– Compensation for death or personal injury;
– Compensation for lost or damaged baggage during an accident.