Bus Passenger Rights of Persons with Disabilities or Reduced Mobility

Persons with disabilities and persons with reduced mobility under EU Regulation No. 181/2011 (hereinafter the Regulation) have the following rights:  

- The right to transport services without additional charges. Persons with disabilities or reduced mobility may not be asked to pay more for a reservation or a ticket. It is also not permitted to refuse to accept them, to refuse to issue a ticket, or to refuse boarding because they have disability or reduced mobility (exceptions apply only where transport would conflict with passenger health and safety requirements, or where it is impossible to carry the person safely because of the design of the bus or the transport infrastructure).  

If the carrier refuses to accept a passenger on the basis of an exception, it must immediately inform the person of the reasons for the refusal and, if requested, provide the information in writing. In addition, the passenger must be informed of acceptable alternative services offered by the carrier.  

If another person could provide the necessary assistance, so that there would no longer be grounds to refuse to accept the person with a disability or reduced mobility, the passenger may ask to be accompanied free of charge by a person of their choice. If a person who wishes to use regular services holds or has reserved a ticket and has properly notified the carrier of their special needs is nevertheless refused boarding because of their disability or reduced mobility, they may choose: either to obtain a refund of the amount paid or to travel by an alternative route, if it is possible to provide suitable travel services.  

Carriers and bus station operators apply non-discriminatory conditions to persons with disabilities and persons with reduced mobility for the use of transport services. 

- The right to special assistance. Carriers and the bodies managing stations provide assistance free of charge. Persons must notify the carrier or the station of their special needs at least 36 hours before the time when assistance will be needed and arrive at the designated place at the bus station at the agreed time before departure, but not be earlier than 60 minutes before.  

- The right to compensation for lost or damaged mobility equipment. Where the carrier or the body managing the station is responsible for lost or damaged mobility equipment, they must pay compensation equal to the cost of replacing the lost or damaged equipment or, where possible, the cost of repair. Where necessary, they make every effort to provide temporary replacement equipment.  

- The right to receive appropriate assistance if a long journey is cancelled, its start is delayed, or in the event of an accident. If a journey scheduled to last more than 3 hours is cancelled or departure from the station is delayed by more than 90 minutes, passengers are entitled to appropriate assistance: snacks, meals, refreshments and, where necessary, accommodation (this right to accommodation does not apply in the case of severe weather conditions or major natural disasters). Persons with disabilities and persons with reduced mobility have the right to receive special assistance free of charge at bus stations and on buses. 

- The right to compensation and assistance in the event of death, bodily injury, loss of or damage to baggage, or loss of or damage to the mobility equipment of passengers with disabilities and reduced mobility. For monetary compensation, the passenger must apply to a national court in person.  

Passengers with disabilities and reduced mobility who use regular services with a scheduled route that is shorter than 250 km have the following rights:  

- non-discrimination, and monetary compensation for loss of or damage to their mobility equipment as a result of a road traffic accident;  

The Lithuanian Transport Safety Administration is the designated body responsible for ensuring the enforcement of the provisions of the Regulation for regular journey services that start or end in Lithuania, and the State Consumer Rights Protection Service is the designated body that handles consumer complaints under the Regulation through out-of-court dispute resolution. The contact details of these bodies are:  

• Lithuanian Transport Safety Administration, Švitrigailos St. 42, 03209 Vilnius, tel. +370 5 278 56 01, e-mail: [email protected]  

• State Consumer Rights Protection Service, A. Goštauto St. 12, 01108 Vilnius, tel. +370 5 262 67 60, e-mail: [email protected]