LOT Polish Airlines
reviews and complaints

I booked an ticket for December before when i booked i have sent them messages on whatsapp, live chat and facebook messenger they do not bother to answer the messages. When i booked the tickets it said best guarantee price they will refund if i find a cheap one which i did so and i have filled in the form 2 times its now 3 weeks no reply back on messages or the form. There is no complaint email so i can write that this is terrible horrible customer service! There can be cheap flight but customer service is horrible!

Hi

My booking number for my daughter and myself to Berlin was the following:

R3ZKVR.

1. Our flight from Tel Aviv to Berlin (LO156 on July 8) was delayed in 5 hours - which caused us to miss the flight from warsaw to Berlin

2. We were suggested to take the flight a day after at 9 am - but we already booked train tickets. and we took the train

3. On July 9- I got a mail from Lot (the picture of the mail is attached)- that my reservation was canceled. and all that they drop the rest of the flights due to some well known regulation

4. I called few times waiting hour on the line - finaly talked with 2 diff people from customer support who explained me that this is the law.

5. I had to book a flight back to my daughter and myself (attaching the expensed of these bookings) as there was no other way to go back

6. On the 11th - I got a mail from Lot suggesting to upgrade my flight - which to remind - were canceled. (attach is this mail)

7. I called customer support and they say someone decide to re validate the ticket (not me...)- but NO ONE NOTIFIED ME AND I ALREADY MADE ANOTHER BOOKING!

I left my laptop in the seat pocket of my flight, due to fatigue induced by the 2 hour flight delay. Flight LO 258 from Warsaw to London Heathrow on 7th July 2022, seat 20C. My business card with contact details is on the outside of the laptop. I was contacted by Swissport to say my laptop had been found and was being handed in at Heathrow. I have tried numerous times to get information from Heathrow about my lost property and Heathrow Lost Baggage dept state that LOT Airlines has no arrangement to manage lost property at Heathrow. This is unacceptable.

Dear Sir/Madam (LOT Polish Airlines)

I am writing you to file a severe complaint, to express my extreme dissatisfaction regarding the flight we took and to ask for help.

Yesterday on July 11 my friend and I took a flight with LOT Polish Airlines starting from Brussels to Warsaw (LO 232) and from Warsaw to Los Angeles.(LO 21) (Booking number: CBE-5416615 & E-ticket number: [protected])

Before arrival in Brussels Airport we were not able to do the online check-in as it said that check-in should be done at the counter on-site in Brussels.

When we arrived in Brussels Airport and went to do the check-in, the lady behind the counter told us she was only able to check us and our luggage in till Warsaw due to an inability to fill in our visas in their system. For the record, both my friend and my visa were approved days before departure. The problem lied with the inability to fill in our visa details in the system of LOT.

The lady then told us that we must do the check-in (for us and our luggages) from our second flight from Warsaw to Los Angeles in Warsaw itself. So after arrival in Warsaw we had a timezone of only 1h30 to do the check-in and ofcourse this was a lack of time given the crowd for transfers at the airport. After searching for the counter for transfers we saw a long queue that was barely moving so we could do nothing but to ask someone in line to have priority since we only had 1 hour left.

When we explained our situation to the lady at the counter she asked us for our documents along with visa and started making phone calls in Polish. We told her several times that we have only this many minutes left for our flight and kept emphasizing that it is urgent. After 20 minutes she issues our boarding passes and told us that she checked-in our luggage which was strange since boarding had started already and almost ended.

So as soon as she gave us our boarding passes we started running to our gate. Despite the fact that both at the border control and our gate we encountered extreme unfriendly staff who had no respect for our situation, we managed to arrive at the gate a few minutes before closing.

After going on board both my friend and I were given seats that were far apart and received wrong meals. We can understand that you were unable to put us in seats next to each other but we can’t understand that there was meat in the vegetarian meals we asked for. More specifically, there was sausage pieces in our salad and ham and tuna. Since we are both vegetarians, this is absolutely unacceptable.

As soon as we landed in Los Angeles Airport and getting stuck on the plane for about 2 hours, we arrived at the luggage department to collect our luggage but saw that our luggages weren’t there. We told your employees on-site and explained the situation but didn’t inform us (sufficiently) as it should have been. We left our details and were told that we have to contact your department for not found luggage ourselves and sort it out ourselves.

We are now in our hotel without our medical supplies, clothes, and important supplies and have been trying to contact you through phone and e-mail to help us out with no result. We are supposed to be on holiday but are left deeply shocked, stressed and extremely frustrated and left to our own devices.

This has been the worst experience of our lives. Besides giving us a full refund and a compensation for this horrible experience, the least you can do is help us further.

This is a cry for help.

We demand a full refund for our plane tickets, a compensation for the severe inconveniences caused and a refund for our expenses. So a total of € 5000.00 including reimbursement of all expenses incurred while waiting for the return of our luggage, including transport, essential supplies, clothing, replacement of medication prescribed in Belgium, not being able to work from my computer which was in my luggage, lost three days of our holiday by constantly contacting LOT Polish Airlines who did not give us updates on the status of our luggage for days.

Julie Meysmans

My flights with LOT Polish airlines were cancelled in 2020 due to covid. They issued me vouchers which will expire on 12 Jul 2022. LOT has stopped flying to Asia and closed HK contact center and sale office since covid. So I plan to book my tickets online with vouchers. But at the payment gateway my vouchers are rejected as the voucher currency is not matching with the shopping cart currency and I can't find from their website any choice for SGB currency. I wrote to LOT and they said to buy a ticket in different currency than your voucher is issued, you can do it only over the phone call with our LOT Contact Center manually.

I called your London, UK and Toronto, Canada Contact Center since 8 Jul 2022 for more than 10 times even at midnight. I was on a long queue and never able to get through. The system will let you know your queue number in the line (eg. queue 75) and then no more indication or updates of how long you need to wait. I spent 30 - 50 mins every time I call the center and just feel hopeless and helpless.

My vouchers expire on 12 Jul 2022.

I don’t know why your Company has issued vouchers in SGD when they do not accept this currency in their shopping cart. How can they honour their vouchers when their contact centers are not efficient enough to answer phone calls. This is disappointing that I can not use my vouchers.

I contact them via Messenger, Whatsapp and their online form and never receive any responds.

I flew from Amsterdam to Zagreb on 06/07/2022.

Booking Confirmation: RGAYP7

Flight LO611 - Economy (connecting flight)

On reaching Zagreb my checkin baggage never arrived.

Not heard anything from LOT Polish airlines regarding my missing suitcase.

The details were reported to Lost and Found at Zagreb airport. I have tried calling them all day yesterday and today. Cannot reach anyone my bag is still missing.

My suitcase had items of food which i believe will be decaying now in the suitcase Plus i had my antibiotics for my eye infection in the suitcase.

Can LOT please take action and get this sorted for me ?.

Regards

Curran

I bought a ticket from LOT Airlines from Los Angeles to Budapest, then I called customer service and asked them to give me a voucher, because I was not able to board. I was informed giving me a voucher is not possible, so we agreed cancellation would be the best, I was told I will only lose 150 US dollard and I will get my money back within 7-10 business days. Ever since I wait and I can't get a proper response. Last time customer service told me it could take 44 (forty-four) days to process the refund which is against regulations and it is not what I was told.

I lost all the items that was inside my luggage after receiving it on Monday June 27 from my flight Gothenburg to Miami.

My Booking number is OOR66Z

On Monday, 30th June2022 I was rebooked by ELAL (due to their cancelled flight LY364) on LOT flights LO226 VIE - WAW and then LO151 WAW - TLV.

Upon arriving at checkin at VIE I was told that flight LO226 was supposed to be late 30minutes, but because of my scheduled connecting time in WAW, no problem to catch LO151.

In cause of the evening the flight was further delayed to 20:45. This has been communicated to the waiting passengers only by the screen on the gate and on the board. No passenger service agent, nor representative from LOT was available not even a telephone hot line.

At the end flight LO226 left VIE for WAW at ~21:30.

Besides a general "they will wait for you" there was no information provided by ground stuff or any LOT representative to the connecting.

After arriving in WAW I learned that LO151 has not waited for its connecting passengers (~10).

At transfer counter Passengers have been rebooked to next days LOT flight, leaving at 3PM from WAW to TLV.

Also passengers have been issued vouchers for taxi and hotel accomodation in Warsaw city center at Towarowa in Campanile Hotel.

After arriving in Acampanile Hotel at ~00:00 passengers learned that the hotel was already booked out, therefore I had to return to Okecie airport by taxi (using my second taxi voucher) in order to get a new booking.

after waiting another 30 minutes in line, I received another booking voucher, this time for Hotel Lord at Aleja Krakowska. Finally at around ~02:00 I could enter my hotel room.

Needless to say that next days flight to TLV departed late as well from WAW.

The performance of LOT and its stuff, no matter if own or contracted, at this day was less then poor.

Due to lack of information in VIE, I missed the chance to rebooked myself to a flight next early morning to TLV.

The stuff at WAW transfer counter was slow and the result of their work, booking people into a hotel that was already booked out was...

Basically due to LOT`s information and handling actions in VIE and in WAW I have lost almost one day of my stay in Israel and also half of a night of sleep in Warsaw.

I had a booking with LOT Polish Airline Booking Ref MNSAGL And E- Ticket No: 080 [protected], Passenger name: Mr Mahtaab Shaikh

I was denied Boarding by the airline though I had a valid visa and valid Portugese Passport.

I am writing this as a complaint and require a refund as the airline lagged to provide adequate and valid information and reasoning for denying me to board the flight... while because of this i had to spend extra pounds to take another flight to India who accepted my visa and passport.

Failing to process this request made repeatedly i would take this further legally and your company will be solely responsible for the outcome. which includes the refund of my tickets and my Solicitor's Fees..

I can be Contacted on +44-[protected]/ +44-[protected]

Email: [protected]@gmail.com

[protected]@yahoo.co.in

Dear Sir / Madam,

I am writing to you to raise an issue about: Airlines

The issue that I have experienced was: I bought a ticket on Polish Airlines for 6 July and then bought a flight at a more suitable time. So, I needed to get a refund for the ticket, but the extra baggage allowance I purchased was not refunded. I did not use the baggage allowance and the flight was refunded and the purchase page does not state that the baggage allowance is not refundable. I have bought a new flight and would appreciate a refund of the baggage allowance.

It occurred on: 06/05/2022

This meant that I have lost a lot of money, waited over a month for my ticket to be refunded and cannot understand the issue of refunds for services that were not used.

Refund of Baggage Allowance

I look forward to your prompt response on this matter. As recommended by Trading Standards, I would like to keep a complete record of my case, so please reply to this email address.

Yours faithfully,

Zhaoting Liu

Booking reference and/or flight number Q2ALE3

Flat 186,

River Street Tower 2 River Street

M15 5GS

At the time of booking, LOT71 Flight from WAW to DEL is scheduled to depart at 23:00 hrs but later rescheduled to depart at 18:45 hrs. New departure time does not fit travel itinerary because connecting flight to at WAW from VIE arrives at 20:45 hrs. No response from LOT Airlines for request to reschedule connecting flight VIE-WAW that fits with new schedule of WAW-DEL.

I bought a roundtrip ticket from los angeles, california usa to warsaw, poland. My trip from lax to waw was good but lot airlines canceled my return flight to the usa. I was forced to pay for another ticket, even though I already paid in full $1581 for a roundtrip ticket. Not only did I have to pay for a ticket to get back home but it was not a direct flight as my previous ticket l'd purchased but I was flown to chicago, illinois and my flight was in economy when i'd originally paid for first class, and the flight was late coming into chicago. I was not allowed to stay at the airport! I had to leave the airport and pay for someone to take me to a nearby hotel, which would not allow me to wait in their lobby so I had to pay an additional $300 for 4 hours wait in a room! I had to pay for someone to transport me back to the airport and when I got on the plane heading for lax, I was treated horribly by the stewardess. I was hungry, exhausted, cold & very very upset! The flight that lot airlines chose to cancel, the one I paid for, a first class, direct flight, a roundtrip ticket, was not, let me repeat that... Not reimbursedill nor has any of the out of pocket costs I had to pay out during the long, two day flight, hotel stay for 4 hours, etc. I am a 77 year old woman, in a wheelchair, and I am disgusted by the horrible treatment I endured.

Never ever ever will I travel with this shameful airlines again! I am seeking legal assistance due to the treatment I received and I have been so shook up over this. My daughter, angela filochowski-eberhart will be helping me write the appropriate letters for legal representation and to lot airlines because they refused to speak with me and the customer service personnel were very very rude!

(My Review)
FILOCHOWSKA GRYGLASZEWSKI/IZABELLA MRS
14SEP2021 LAX WAW
aMadEuS
"Travel Document"

Thu 6/17/2021 4:27 PM

To: [protected]@HOTMAIL.com

3 «

CALL CENTER

TDPHQD

NEW YORK

JUNE 2021

NEW YORK

UNITED STATES OF AMERICA

GRYGLASZEWSKI/IZABELLA

TELEPHONE: +[protected]

BOOKING REF:

DATE:

17

FILOCHOWSKA

MRS

FLIGHT

LO 022

TUE 14 SEPTEMBER 2021

- LOT POLISH AIRLINES

DEPARTURE: LOS ANGELES, CA (LOS ANGELES INTL), TERMINAL

B

14 SEP 23:25

TOM BRADLEY INTERNATIONAL TERMINAL

ARRIVAL:

WARSAW, PL (FREDERIC CHOPIN)

15 SEP 20:00

FLIGHT BOOKING REF: LO/TDPHQD

RESERVATION CONFIRMED, PREMIUM ECONOMY (R)

DURATION: 11:35

BAGGAGE ALLOWANCE:

SEAT:

2PC

05G CONFIRMED FOR

FILOCHOWSKA

GRYGLASZEWSKI/IZABELLAMRS

14SEP2021 LAX WAW

FLIGHT

O 021

TUE 14 DECEMBER 2021

LOT POLISH AIRLINES

DEPARTURE: WARSAW, PL

(FREDERIC CHOPIN)

14 DEC 11:00

ARRIVAL:

LOS ANGELES, CA (LOS ANGELES INTL), TERMINAL

B

14 DEC 14:25

TOM BRADLEY INTERNATIONAL TERMINAL

FLIGHT BOOKING REF: LO/TDPHOD

RESERVATION CONFIRMED, PREMIUM ECONOMY (R)

DURATION: 12:25

BAGGAGE ALLOWANCE:

SEAT:

FILOCHOWSKA

GRYGLASZEWSKI/IZABELLAMRS

MEAL:

WHEELCHAIR-FOR RAMP CONFIRMED

NON STOP

AIRLINES, LO

WARSAW TO LOS ANGELES, CA

AIRCRAFT OWNER:

EOUIPMENT:

2PC

05G CONFIRMED FOR

BREAKFAST/DINNER

LOT POLISH

BOEING 787-8

CHECK YOUR TRIP ONLINE

CLICK HERE FILOCHOWSKA GRYGLASZEWSKI IZABELLA

"LOT Polish Airlines"

Sat 9/18/2021 12:19 PM

To: [protected]@HOTMAIL.com

分的＞

TOT

Check your flight details X

FLIGHT INFORMATION

Booking reference:

TDPHQD

Dear Passenger,

We kindly inform that your travel details have changed. The previous flight lo21 on 14.12.2021 Has been cancelled. In

order to choose a new flight, please contact the lot contact center urgently. We are at your disposal 24/7 at + 48 22

577 77 55 or +[protected].

FLIGHT INFORMATION

From

To

Departure

Arrival

Flight

Booking class

Chicago CHI O Hare

International

Los Angeles LAX Los Angeles

Inti

21:26

00:02

L04373

R

Dec 14, 2021

Dec 15, 2021

In case of any additional questions, do not hesitate to contact the LOT Contact Center, available 24/7 at + 48 22 577

Important information for travellers

We kindly inform that your travel details have changed. The previous flight 1021 on 14.12.2021 Has been cancelled. In

order to choose a new flight, please contact the lot contact center urgently. We are at your disposal 24/7 at + 48 22

577 77 55 or +[protected].

FLIGHT INFORMATION

From

To

Departure

Arrival

Flight

Booking class

Chicago CHI O Hare

International

Los Angeles LAX Los Angeles

Inti

21:26

00:02

LO4373

R

Dec 14, 2021

Dec 15, 2021

In case of any additional questions, do not hesitate to contact the LOT Contact Center, available 24/7 at + 48 22 577

77 55.

Best regards,

LOT Polish Airlines Team

ADDITIONAL INFORMATIONS

We kindly inform that due to the unstable epidemic situation and dynamically changing restrictions, Passengers may experience an

increased number of irregularities regarding the flights. We apologize for the inconvenience. In accordance with the Regulation (EC) No.

261/2004 of the European Parliament and of the Council of February 11, 2004, you are entitled to certain rights like compensation and

assistance depending on the specific situation. Detailed information can be found in Regulation (EC) No. 261/2004 of the European

Parliament and of the Council, available at LOT.com.

LOT Polish Airlines joint stock company with its head office at 43, Komitetu Obrony Robotników St., 02-146 Warsaw, registered in

the Register of Entrepreneurs kept by the District Court for the City of Warsaw XIlI-th Commercial Division of the Domestic Court

Register under the no. KRS [protected]. Tax Identification Number NIP [protected], and equity capital of PLN 62 430 548,32

This is my Round Trip Ticket fully paid for to and from the USA LAX to Warsaw, Poland. Not only was my flight cancelled, but I had to pay out of pocket, myself, for another ticket just to RETURN HOME! I had to pay for help since I am elderly, 77 years old but in a wheelchair as well. I had to pay for a hotel stay since the airport did not allow anyone to remain in the airport

While awaiting the next flight. I paid out almost $300 for a mere 4 hours in hotel in Chicago, Illinois! I was NOT ALLOWED to wait in the lobby of the hotel due to Covid 19 virus, even though I showed my vaccination passport! I was and still am VERY UPSET. I was so exhausted from the very long trip that originally should’ve been a direct flight from Poland to USA (WAW to LAX) but took 2 DAYS instead. The flight from Warsaw, Poland was LATE arriving to Chicago so my transfer from Chicago flight to LAX flight was moved to the next flight which was hours away. I was so exhausted, hungry, upset, etc.

Good afternoon,

I am contacting you today to inquire about the compensation owed to me after my November 2021 flight. The flight was cancelled 2 times, and has significantly affected my return date and my prior commitments in Canada.

Passenger Name: Violeta Milivojevic

I left from Canada to Serbia: Aug 25th 2021 Flight # LOT0046 22:55 pm

Original return date from Serbia to Canada: Sat Nov 20th, 2021 LOT 0572 From BG 2 @ 3:45 pm

Second Return date from Serbia to Canada: Sat Nov 20th, 2021 14:05 pm

Third return date from Serbia to Canada: BG to Warshawa Sunday Nov 21th LOT 572 at 1:30 pm.

Thank you!

Hello,

Date 19.12.2021, Iuliia Litsevych, case number RP/15643/21/MIB, the flight number LO6534 was 3 hours delayed. I would like to request a refund, the agreement with travels agency is attached.
My email [protected]@hotmail.com. I could not send any information through passenger's form on LOT website, and lack of any email directly to the case specialist.
Thank you,
Iuliia Litsevych

My flight was from Lviv to Toronto on November 19, and booking ref: VU2XB8.
The registration clerk in Lviv airport - a young man refused to provide registration, because I did not have QR code of ArriveCan. He suggested that I could get help at LOT sales kiosk across, and as a result, the sales women submitted my ArriveCan from her smartphone and printed it for 300 UAH / 12 USD in cash. Otherwise I could not get my boarding tickets.
Note, that ArriveCan provides digital code for Canadians for now, and European QR codes are not required. It's a shame for LOT to have such employees in Lviv, which conduct such illegal service or scam activity.

My mom flying from Montenegro to Canada-Toronto to visit me. She have one stop at Warsaw. First one doesn't give to her wheelchair. She is 82 years old and she can't walk to much.When she finally come to Gate one lady without any reason don't give to her come to plain. She have every document and she have paper with one I am written for her with every information…she have biggest stress and until that time she can't sleep and she every day crying and she shaking …I bring her to doctor and she have to take some pills because doctor said she have biggest stress that day…

We booked a flight using flighthub. At the time we booked there was only economy and no other type of economy.

Now they are telling me that there are different classes and we did not get luggage included in our flight to Europe.

They are beyond ridiculous. Then came the pricing for luggage.

I am beyond upset since I checked this already and it was included when we purchased.

Neither Flighthub nor LOT are taking any responsibility.

So far for 2 flights we have had 2 schedule changes.

LOT are AWFUL.

Hello, My Wife and I flew from Saint Petersburg to Toronto through Warsaw. Our booking reference number is MFQU4Z. On our second leg of the flight on the 6th of July from Warsaw to Toronto, we were informed that there were no vegetarian meals available and were given Pork by the flight attendants. Only after tasting it did we know that it was pork. Upon asking, we were informed that meal preferences have to be pre-select which we were aware. There was no option to pre-select online on our reservation. We repeatedly called LOT airlines 32 times for five days. Not once were we connected to any customer care executive. We also tried contacting LOT airlines through Whatsapp, Facebook and the online forms as mentioned on their website. We received no reply there as well. We also visited the LOT office in Saint Petersburg, Russia which was also closed. At the checkin counter, we were told that the request should be made 24 hrs prior.

How does LOT expect us to communicate our preferences when there is no option to enter it online nor are we able to get in touch with any LOT executive for over a week.

Extremely disappointed with what we had to encounter even though everything else was smooth.

LOT Airlines has displayed predatory practices towards our party. We were booked on L0138 & LO11 for March 28, 2021. At first the airline kept making changes to the itinerary, which was not a problem. Then we were told by Lot Airlines agent Paola, her agent number is #1746, :after the airline canceled our flight that we should take a voucher that can be used on future flights.

My partner and I explicitly told agent #1746 that we do not need a voucher because we never use this airline. She then proceeded to tell us that the voucher could be used for other airlines within the Star Alliance Group, especially Lufthansa... which we had specifically asked her about. Under Paola's guidelines we took the voucher so that we could rebook our flight with Lufthansa.

The very next day when we called back LOT and spoke to a very rude LOT agent, Sebastian, Agent #0033, who told us that we could only use the voucher for LOT airlines and nothing else. When I told him that we only took the voucher because a LOT Airlines agent told us that we can use for other airlines, he said it didn't matter.

Called back LOT yesterday, June 30, 2021 and spoke to an Agent named Michael White, he failed to provide his agent number. I expressed to Michael the situation mentioned above and the fact that we were only given until December 2021 to use this voucher, keep in mind that this is an airline heavily based in Europe that is mostly under lockdown still. Michael told me that there are no refunds for vouchers and hung the phone up right in my face!

I know these kinds of calls are recorded, so I know they definitely heard their agent provide erroneous information to their customers and they aren't doing anything to recify the situation.

It was extremely predatory to mislead us into getting a voucher since we throughly explained that we would not need to fly with the airline in the future due to their extremely limited destinations and reputation, as we discovered after, of being known for canceling flights last minute.