Lux Express reopens sales office in Vilnius
Lux Express is re-opening a customer service office at Vilnius Bus Station on the 3rd of April. The sales point will provide customers with the opportunity to consult travel routes and acquire desired bus tickets every day from 8:30 to 18:30.
Such service was already present at Vilnius Bus Station, but due to the COVID-19 pandemic, it was closed in autumn 2020, with its services being fully transferred to the company's website.
“Although most of our customers are adapting to the market trend towards online ticketing, there is still a large number of people who prefer to interact in person and buy their tickets at the bus station. We want to ensure customer satisfaction, which is why we have decided to open a service point in Vilnius,” says Rait Remmel, Head of International Route Network at Lux Express.
Accessibility for everyone without exceptions
The opening of the outlet will focus on the needs of different groups of people who could find purchasing tickets online challenging, like seniors or tourists.
“Tourists may still find it challenging to buy tickets online, so it is important for us to be accessible and provide a good service to people of all ages who travel a lot by bus. Also, with the summer season approaching, when people are travelling actively, there is an increase in the number of people who buy tickets without much planning ahead, who travel more spontaneously and who want to consult with advisors on their destinations, so human contact is important for these people and it is important for us to improve the quality of our customer service,” says Rait Remmel.
Tickets also available online
Although the return of the point will provide more opportunities for full customer service, remote customers will not feel the change - the website will operate as before. Customers are not encouraged to change their habits and come to the customer service point.
At the moment, such ticket offices exist only in Vilnius and Riga. These two capitals connect possibly the largest number of international routes in the region, with direct trips from Lithuania to Warsaw and Suwałki in Poland, Riga in Latvia, and Tallinn and Pärnu in Estonia. With connections, many more destinations add to the list of travel options.
The departure stops in Lithuania remain unchanged from the existing stations in Vilnius, Kaunas and Panevėžys. In Vilnius, another departure stop at the PANORAMA shopping & leisure centre is proposed as well, which also receives a high number of passengers.
“Providing our customers with a convenient and quality way to travel is of utmost importance to us, and we will continue to adapt to the needs of the clients,” says Rait Remmel. This is complemented by free drinks, Wi-Fi and comfortable seats with plenty of legroom. Now that the customer service desk has been restored, Lux Express is happy to offer even more comfort to its customers.