Carriage rules


The present rules set forth the provisions based on which a carrier provides regular service on international routes. They describe the sale and return of tickets, terms for the carriage of baggage and passengers, obligations and responsibilities of the carrier and passengers.

General provisions.

1.1. There is a sign at the front of the bus travelling on an international route indicating the names of the final destination and several larger in-between stops.

1.2. A passenger has to arrive to the bus terminal at least 15 minutes before the bus departure time indicated on the ticket.

1.3. When the bus arrives to the departure terminal the passenger has to register his/her ticket with the travel attendant or the driver responsible for the sale of tickets in the bus. During the ticket registration the passenger is directed to his/her seat in the bus, the baggage is checked in and the baggage claim ticket is issued. At the beginning of every trip a coupon that is valid for that trip is taken from the passenger. The passenger must keep the remaining coupons and baggage claim tickets until the end of the trip, and show them, if requested, to the crew members or the controller. Ticket coupons may be detached from the ticket only by service personnel.

1.4. Rights, obligations and responsibilities of the carrier:

1.4.1. A carrier provides service on international routes based on the currently applicable schedules. Schedules, prices, discounts and other items are subject to change, however, the tickets always contain updated information. The company does not carry responsibility for any possible deviations from the official schedules that occur due to the procedures at the state borders, or as a result of natural, road or other conditions that are beyond the control of the company.

1.4.2. Bus stops are in public places, therefore they may be moved to a different place upon the order of authorities. Before each trip the passenger must check for the places of departure and arrival.

1.4.3. The company is responsible for the safety of the passenger and the baggage carried in the baggage compartment and labelled with baggage labels from the moment of boarding the bus until disembarkation, except for those cases when damage was done due to passenger’s fault, the particularity of his/her baggage or the way the baggage was packed. The safety of the baggage is guaranteed by a certain amount of money, which is established in the parity service agreements of the partner routes.

1.5. Rights, obligations and responsibilities of passengers on the buses.

1.5.1. Passengers themselves carry responsibility for all the personal documents necessary for the trip and have to make sure that they meet the formal requirements set forth by authorities. If the passenger encounters problems with state officials concerning individual visas, travel documents, insurance, money, personal belongings and the like, the crew of the bus may leave the passenger at the border point or follow the requirements of the officials of that country. In such a case the passenger does not get a refund for the ticket. The passenger may find out about the formalities of the trip at the embassies or consulates of the countries, which the bus passes. The passenger may find out which countries the chosen international route crosses at the agency where he/she buys the ticket.

1.5.2. Carriage of minor persons is carried out in accordance with the “Regulation Concerning Temporary Travel of a Child to Foreign States” approved by the Government of the Republic of Lithuania.

1.5.3. The passenger is responsible for the damages done by him/her or his/her belongings to other persons, their belongings or the bus.

1.5.4. Bus crew or the company are not responsible for easily breakable or fragile, delicate and other easily vulnerable things. The passenger who plans to carry such things by bus should keep in mind that that the baggage in the baggage compartment is loaded in several layers, putting one piece of baggage on top of another. The passenger is responsible for packing his/her baggage in such a way so that it meets the above-mentioned conditions of carriage in the baggage compartment of the bus.

1.5.5. Smoking, consumption of alcoholic beverages, making noise, using tape-recorders and radios, musical and other audio instruments are prohibited on the bus. Intoxicated persons are not allowed to board the bus for the travel on the route the bus is going. If they violate the rules for the second time they are disembarked from the bus at the nearest stop or at the institution for the maintenance of public order. Such incident is recorded by drawing up an act concerning the disembarkation of a passenger, which is signed by the members of the bus crew and witnesses.

1.5.6. If the passenger arrives to boarding in dirty clothing or intoxicated (including the consequences of being in narcotic or alcoholic state), behaves inadequately, aggressively or even suspiciously or does not have documents valid for travelling, the carrier has the right to break the agreement of carriage unilaterally. In such cases the passenger is not accepted for boarding, the driver or any other company’ representative marks on the passenger’s ticket the reason of refusal. In case of any objections the passenger may address Eurolines representative offices with the request to examine the case.

1.6. Using a telephone.

1.6.1. With the permission of the bus crew the passenger may use the mobile telephone on the bus.

1.6.2. The passenger is charged a set fee for using the telephone, which he/she must pay to the travel attendant or the crew member who is responsible for that. The length of the conversation and the amount paid are recorded in the statement.

2. Sale of the ticket.

2.1. The document that gives the right to travel on a particular route and carry the amount of baggage indicated in the present rules is a nominal ticket with a number. Since the ticket is nominal another person may not use it for the travel.

2.2. One ticket gives the right to one passenger (whose name is indicated on the ticket) to occupy one seat on the bus.

2.3. The ticket should have the name of the passenger, stations of departure and final destination, date and time of departure, price of the travel, given discount and basis for it, contact telephone number of a passenger. The price should correspond to the approved tariffs and the rules of their application. The ticket is valid only for the day, time and trip for which it was sold.

2.4. The ticket consists of several coupons glued together, and each of them is meant for a specific purpose:

a) COUPON 1 is valid for a one-way trip. It is taken from the passenger at the departure from the departure terminal.

b) COUPON 2 is valid for the return trip. It is taken from the passenger when the bus departs for a return trip.

c) PASSENGER coupon, after the sale of the ticket, during the trip and after the trip is given for the passenger to keep. It is not valid for travel but the passenger must keep it during the entire trip and even after it. Should a passenger file a request or a claim concerning the particular trip or in similar other cases, together with his/her petition he/she must include PASSENGER coupon, which is a document indicating the destination and the route that the ticket was sold for.

2.5. The ticket may be sold:

2.5.1. For a one-way trip on a specific date;

2.5.2. For a round trip on specific dates;

2.5.3. For a round trip with a specific departure date and an open return date.

2.6. The ticket with an open return date is valid for 6 month from the date of departure. The ticket is valid until the date that is indicated on the ticket inclusive.

2.7. Return ticket with an open date without registration in advance does not guarantee a seat on the bus for a return trip. When a person has a ticket with an open return date, he/she should reserve the seat on the bus for a return trip in the nearest agency. He/she may be charged the reservation fee.

2.8. The ticket with the corrections of information on it (i.e. corrected given name and surname of the passenger, ticket number, price, discount and travel route) is not valid.

2.9. Time or date of the sold ticket can be changed up to 5 times.

2.9.1. Departure date may be changed only until the departure date that was indicated when the ticket was sold.

2.9.2. Departure date may be changed only to a specific different departure date.

2.9.3. Validity term of the ticket does not change when the departure date is changed.

2.9.4. The same conditions are applicable to the change of the return date.

2.9.5. If only departure date was changed on a round trip ticket, the return ticket is considered uncorrected.

2.9.6. The changes of a date or the reservation of a specific date for travel when one has a ticket with an open date should be indicated on the ticket and confirmed with a seal of the agency that makes the change or the reservation.

2.10. The ticket may be reserved in advance but not earlier than three months before the departure of the bus on that particular route.

2.10.1. When the ticket is reserved 90 to 8 days before the departure of the bus, it should be paid for no later than 7 days before the departure of the bus;

2.10.2. When the ticket is reserved 7 to 3 days before the departure of the bus, it should be paid for until the end of the next workday;

2.10.3. When there are less than 3 days left before the departure of the bus, the reserved ticket should be paid for on the same day.

2.11. When selling tickets for a trip with transfer, several tickets are sold depending on the number of transfers the passenger will have to make to arrive to final destination. Each ticket is meant for a trip on a bus going only on one route, i.e. for each transfer the passenger must have a separate ticket. The procedure for the sale of tickets for the trips with transfer is described together with the schedules of the routes. When changing tickets in a foreign agency the passenger must present only the coupons that are valid for the trip, and keep the PASSENGER coupon of an international ticket of the carrier. This is especially important if the passenger wanted to return a transfer ticket.

2.12. Meals, hotels or any other travel expenses are not included in the ticket price.

2.13. The agency that sells the ticket is responsible for the reservation of the seat on the bus for the departure indicated on the ticket. The specific seat on the bus is indicated only at the time when the passenger registers the ticket with the travel attendant or the driver responsible for the registration of tickets on the bus.

2.14. The Carrier has the right to apply different fares of the tickets sold via internet, at bus stations, travel agencies and on-board of the coach. 

3. Cancellation of a ticket.

3.1. The passenger may return the ticket only to that agency where he/she bought the ticket. If the passenger him/herself cannot do that, the ticket may also be returned by another person who has a written power of attorney from the passenger. When returning the ticket one has to present all coupons that have not been used for travel and a receipt if the sale was done through a cash register.

3.2. Ticket can be cancelled no later than 30 minutes before scheduled departure of the bus.

3.3. Return ticket with an open date may be returned before the end of its validity.

3.4. If the passenger bought the ticket for a round trip, it is not possible to return only the ticket to go forward. The return ticket of the above mentioned ticket might be returned only after the ticket to go forward has been used.

3.5. Refunds for the returned tickets.

3.5.1. 80% of the ticket price is refunded for a one-way or round trip ticket.

3.5.2. 80% of the return ticket price is refunded for the return ticket.*

(*the price of a return ticket is the price of one-way ticket deducted from the price of the round trip ticket).

3.6. If the passenger wants to return transfer ticket that was changed abroad, he/she has to present a written application, the ticket that was changed abroad and a PASSENGER coupon of the international ticket of a carrier (i.e. the PASSENGER coupon of a ticket that was bought in one of a carrier’s agencies). Therefore, when changing tickets abroad he/she has to keep the PASSENGER coupon of the international ticket of a carrier. The refund will be given in Euro according to the tariffs that were valid on the day of purchase and the rules for the ticket return. If the ticket is not returned by the passenger him/herself, it may be done only by a person authorized by him who has a written power of attorney.

3.7. After the departure date indicated on the ticket no refund for the returned ticket is given, except in cases of illness or an accident. In the latter cases, no later than within 7 days after the departure of the bus, the passenger will be refunded 80% of the ticket price provided he/she presents a request and official documents justifying the request.

3.8. Refund is not given for the lost, stolen or damaged tickets, as well as in cases when the passenger is disembarked from the bus; duplicates of the tickets are not issued.

3.9. If the trip is discontinued due to the fault of the carrier, the passenger is refunded the amount for the ticket that was not used.

3.10. The above-mentioned rules of ticket return are not applicable to tickets that were sold with special discounts or applying special purchase/sales terms.


4. Discounts.

Discounts applicable in international routes of a carrier are indicated in the pricelists of specific routes.

5. Baggage.

5.1. Baggage, except the hand luggage, may be carried only in the baggage compartment of the bus.

5.2. The crew of the bus is responsible for the carriage of the baggage and income. Baggage labels are issued by the travel attendant or the driver responsible for the sales of the tickets, registration and boarding of the passengers.

5.3. When the bus arrives to the departure terminal, the passengers register their tickets with the travel attendant or the driver who is responsible for that. During the registration the passengers are familiarized with the baggage carriage procedure, they are issued baggage claim labels and charged for the supplementary baggage. One part of the baggage claim label is attached to the baggage and the other – to the part of the ticket that is kept by the passenger. Baggage label is the only document that confirms the carriage of the baggage on the bus. Each piece of baggage has to be labelled with a separate label.

5.4. The driver loading the baggage into the baggage compartment of the bus takes the baggage label from the passenger, attaches one part of the label to the baggage and gives the other part back to the passenger, and loads the baggage into the baggage compartment.

5.5. The driver issuing baggage to the disembarking passengers must request from the passengers the other half of the baggage label and issue only that baggage that is labelled with the appropriate label.

5.6. Loading and carriage of baggage in the baggage compartment without labels is prohibited.

5.7. Measurements of and charges for the baggage.

5.7.1. Each passenger may carry free of charge one hand luggage (up to 5 kg) in the passenger area of the bus, which is kept in places arranged for that particular purpose. The hand luggage of the passenger should be kept in such a way so that it is not in the way of other passengers or the crew.

5.7.2. Each passenger may carry free of charge two pieces of baggage in the baggage compartment, if the sum of the length, width and height of each piece of baggage is not larger than 150 cm, and weight is not more than 15 kg each.

5.7.3. If the measurements of the piece of baggage are bigger than those described in item 5.7.2, the baggage is differentiated as follows:

a) if it is a suitcase, travel bag or similar piece of luggage, it is considered that the passenger carries supplementary baggage in the baggage compartment of the bus and he/she is charged the relevant fee in accordance with the terms for carriage of additional baggage;

b) if it is a package (containing a certain household appliance or other load), the fee that is charged for the carriage is equal to the full price of a passenger ticket on the route of the bus that carries the package.

5.7.4. Additional baggage of a passenger, not exceeding the measurements indicated in item 5.7.2, is carried in the baggage compartment of the bus for an additional fee and only if there is room after the boarding of all the passengers.

5.7.5. The passenger must pay a fixed fee for the carriage of each piece of additional baggage. Baggage fee is paid at the registration of the travel ticket on a bus. The passenger is issued a baggage claim ticket. The crew registers sold baggage tickets in the ticket control sheet and follows general procedure in presenting account for them.

5.8. Restrictions and other terms.

5.8.1. It is prohibited to carry by bus radioactive, flammable, explosive, evil-smelling, mordant materials, compressed or liquid gas, sharp and edgy things as well as things that may stain the coating of the bus or the clothes of other passengers, also animals without special cages for them, whose bringing into the country or taking out of the country is prohibited by the laws of the countries the territories whereof are being crossed by the bus.

5.8.2. Items found on the bus are stored for one month in the baggage department of Kaunas bus station. Reclaiming the lost baggage the passenger must pay for the storage of the baggage in accordance with the applicable tariffs.

5.8.3. Carriage of animals is prohibited.

5.8.4. Small sports or work inventory may be carried (if there is room available in the baggage compartment of the bus) only when it is packed properly. A carrier is not responsible for the state of the inventory or the change of the state before the trip, during the trip and after the trip.