LOT Polish Airlines Reviews 130

The airline changes my return flights without my knowledge and agreement

It was the first time that we travel with this company and all the travel was perfect. We did a flight from rome/varsavia/seoul and all went well' staff was nice, all the planes arrived on time. We appreciated our experience with this company

I've never encountered a worse airline in my life. I've used it 6 or 7 times to travel to Poland, and it has never departed on time. There's always been a delay. The planes are small, stuffy, and dirty. On top of that, despite knowing that there would be a military air show on Poland's national holiday, they still scheduled a flight during those hours. Being unfamiliar with the situation, I booked that flight. It's been 2.5 hours, and the plane still hasn't taken off. It's an absolute disgrace. Overall, it was a terrible experience. I absolutely do not recommend this airline.

First time flying LOT Polish Airlines and I don't think it will be my last.
I did a lot of research on the airline and the cost of their luggage, so be prepared, or you may have an extensive fee if you don't weigh your things properly.
The staff for the airline were friendly, attentive, and made sure to keep us safe.
The worst part of the flight, was the people! The customers in the seats were the rudest people I have ever encountered when flying any company. There was a lot of turbulence, nothing the flight attendants or pilots can help, and even though the fasten seat belt lights were on, and the attendants were VERY NICE in continuing to tell customers to sit down for their own safety, people would still line up for the bathrooms. Like, form a line. How are they supposed to do their jobs, if you're not paying attention to basic safety rules. And the moment the airplane wheels touched the ground, people were out of their seats and opening the overhead bin. AGAIN, the fasten seatbelt light is not off. I witnessed customers talking back to flight attendants, the works.
The flight itself was 10/10 and I can see myself flying this company again. I can't do anything about the people flying this economy airline, but holy cow, seriously, the worst I have ever witnessed.

This airline is fine if everything goes to plan... however, I recently had my flight cancelled and rescheduled to 3 days later. The airline is refusing to rebook me on an alternative airline as they are required to by EU 261/2004 art. 8 b). Now I am at a significant financial loss having to book a one-way long-haul flight with another airline myself, with the refund of the return leg of my LOT return ticket only covering a portion of it.

Checked in with a trainee. He had a lot of trouble. Kept apologizing. Couldn’t print my boarding passes for my connecting flights. Said he would do it later at the gate. But we were kind and patient. He’s learning.
Circled our gate on our boarding pass. My dad needed wheelchair assistance.
The gate changed within a few minutes prior to boarding time. We did not know, did not get a notification. They did not post it on the initial gate screen. When we realized something was wrong, I ran to the proper gate, dad in a wheelchair. There was our plane, accordion passageway attached to it. The gate screen said now boarding in green and they wouldn’t let us on. Cancelled and called us “no-shows” and the supervisor yelled we should’ve checked the board. We were only three gates over. Very close by. They knew we were missing boarding passes, and that my dad had a disability and needed assistance. With these factors, you think somebody would’ve had the courtesy to at least come and find us. We were so close by.
I could tell the trainee (young man) knew he screwed up. The look on his face when he saw us. He took off pretty quickly. No empathy, we begged to know what to do next. They even cancelled our connecting flights and we could’ve made one of them through another airline. They just assumed. This is costing somebody thousands of dollars and the plane was sitting there. The sign said “now boarding” in green. We strongly suspect they sold our tickets on standby. Our bags ended up in the armpit of the airport and it was the airport that helped us NOT LOT. They were totally unprofessional. They should be ashamed of themselves. I will avoid that airline and tell my story to anybody I can. When we went to go see what other options there were, we were told by customer service this happens quite frequently with LOT. They should be called ALOT for screwing people over ALOT.

One of the worst airline out there. They canceled a direct flight, replaced by a longer one, without the right meal and without refunding VISA fees for the new route !!!
What kind of company changes the flight and do not compensate for the additionnal fees ? None except LOT.

I do not advise anyone to visit this country or this airport. There is racism at the airport and there is no respect. All the employees at the airport, without exception, are forced to teach lessons on how to respect others.

Easy check in and boarding. Flights on time with friendly staff at the counter. Clean and a good choice of snacks and food throughout the flight. I was apprehensive because of negative reviews, but were pleasantly suprised with the service and flights

Very bad experience, starting from not showing that a transit visa in poland is required, till after you pay for the ticket, to not issuing any refund

I've had very bad experience with LOT company. My fife has bought 3 tickets for our family for new year holidays from Prague to Tallinn and back. At the airport we've found out that one of our tickets was cancelled. Without explanation, without notification and money back (but I will write the request later). I don't know what is in LOT's management in the head if they let happen things like this! Never again I will fly with LOT!

Return flight has been cancelled with no single communication from their side, because I didn't attend the departure flight due to emergency. I understand these are common controversial and unlawful practices from their side and a few other cheap airlines, however my friend told them at the check-in desk on the day of departure (as per article 3.3), and staff confirmed that everything is fine, therefore I did not fail to notify them about my intention to change the journey route. However they didn't respect their own terms and conditions at the end. They were sending e-mails that my flight is going to be delayed by 5-15 minutes couple of times, but nothing about most important thing like ticket being cancelled for no reason, no communication whatsoever, NONE, NULL from their side (this should be illegal). I've paid for the ticket, so my expectation was to travel. As the result, they've charged me the penalty twice as original ticket cost to reserve my own seat at the last minute which I've already paid for in the first place, and before I've paid penalty, they were lying at the desk they didn't have any seats left. I've sent complains just to receive copy and paste answers and one-way communication going to nowhere. Avoid at all costs.
These unlawful practises must to be reported to CAA (Civil Aviation Authority) and ECK (European Consumer Centre in Poland), because their complaint system simply doesn't work.

Be prepared for the worst flying experience you could ever have in your life!
The airport staff and flight attendants are rude and refuse to answer any simple question or give any directions in English.
They seem to be constantly angry and frustrated.
So very strange for an international company!
And don't even think that if you call Customer Service anything will be done to help you or give you a decent alternative.
Customer service agents do not have a respectful or professional approach to people. They just inform you that it's none of their business if you run into problems, that you should have read their "terms and policies" before you even consider booking a flight with them, and, in conclusion, that it's just your responsibility to find a solution.
They assertively say, in a repetitive manner, that your problem is none of their business!
With "the help" of Lot Polish Airline, I was left alone and stuck in a foreign country airport that doesn't care about people, unable to continue my journey or return to my country.
This company is a real nightmare!

In summary, I had a horrible experience with LOT Polish Airlines, it is the worst airline I have ever used.

Despite booking economy standard tickets through Expedia (which did not indicate that it was a saver ticket), we were charged for our luggage. According to your website, we are entitled to luggage.

The check-in process was disorganized and chaotic. The flight was overbooked and my partner’s seat was taken by someone else. We were separated on the flight. The flight was delayed and the layover in Warsaw was so short that we did not receive our luggage in Beirut.

The luggage was delayed 24 hours, which meant that we had to manage without our belongings for an entire day. We had to go to the airport again the next day early in the morning to pick up our luggage.

On our return today (the 12th of August), we had to pay for the luggage again which is unfair. There was delay again and we did not receive the luggage as well.

I raised a complaint and demanded a refund of the luggage payments and compensation for all the damage done. Lot airlines did not even bother to respond to me.

It is a horrible airline, I would never use again and recommend it to be avoided at any cost.

Dramatically bad. Refused to pay 250Eur for 15 hrs delay.

This is the worst airline in the whole world believe me if you use this airline no matter who you are or where you are flying from you will regret it for the rest of your life , firstly they can just refuse you from boarding the flight , secondly they can delay the flight for up to 4 hours or even get it cancel the flight without caring one bit and if you have a connecting flight just forget it you will never meet the flight and they wings I anything to help, they are so rude and they are too expensive all for nothing and their services are terrible the worst you can ever get from an airline I have never made a review before about anything but this is just too bad and horrible and I just had to do this to warn everyone if you fall a victim of them don’t complain because have warned you right now never to use them
Never use them this is a serious warning they are evil and they don’t know their jobs they are also very racist

The so called female asked for the language to be weighted and it was 0.3 kg over and my business parent for whom i had some good for was with me with 4.3kg we informed we are together so well below the allowable limit.
She spoke in polish and i asked her to speak english and she started talking aggressive and arrogant claiming why is it that i have Polish passport and dont speak the language. I believe thats against many company policy as well as interference to my personal life.

She than refused to allow us to balance the weight beware us and took it as a check in language while gossiping loudly to her colleagues and made few passengers laugh and look at myself, i herd the word black that is pronounced as chorni which is a massive harassment in advanced countries and i hope that soon enough countries like uk will have strict racial regulations agains companies that employ racist and rude workers.

Be careful if you decide to travel with LOT, as they are experts in fraud! I booked a ticket from Hungary to India with luggage included, but at the check-in desk, they couldn't find it in their system and made me pay again for another 20 kg. To make matters worse, I am still waiting for a refund since February. The staff were not nice at all and claimed that they were a third party and didn't work for the company. They even threatened not to take my luggage if I didn't pay! And guess what? The same thing happened on the way back from India to Hungary. The staff were rude and dismissive once again, making it clear that they didn't care about the inconvenience and stress that they were causing me. To make things worse, they were weighing every single item I have to make me pay even more. Another incident that happened to my friend: He missed one way flight so they automatically cancelled his return ticket (3000 km ++). He was denied boarding!!! It seems like the only way to travel with LOT is to travel with no luggage and never miss your flight, or else you can forget about everything! It is unacceptable for an airline to treat their customers in such a way and to make them wait for months for a refund that is rightfully theirs.

My suitcase was 28.5kg instead of 23kg and I was charged 135€ for a difference of 5.5kg!!! This is an abuse. Will never ever use your company again. Hope people will take my comment into consideration before booking a flight with you.

This airline is so dishonest, difficult to work with, and deceitful about policy.vSo many things have guaranteed that I will never use this airline ever again, and I will tell all family and business partners to avoid. To begin, I have recently spent 5 HOURS on hold for ONE important phone call. Over three days I needed to call multiple times to resolve an issue that the staff could not handle appropriately, and over three days I spent 11.5 HOURS ON HOLD! In addition to this, on a second ticketed flight I needed clarification on medical device transfer policies, and after weeks of calling and waiting and being told someone would call me back with a proper answer, no one ever did. I've spent hours and hours over weeks being to someone would clarify. On a third (and absolutely final) ticketed flight I had a legal name change and passport update, requiring a change to my data. Per Lots OWN posted "name correction procedure" documentation, it is stated that there is no charge for a legal name change. Lot customer service disagrees with their own policy, and said that "while there is no charge for name change, there is a charge for ticket reissue, and if I decline to reissue the ticket my data will be incorrect at the airport and I will be denied boarding". This is is effectively false and dishonest information, as the airline forces you into a charge, or else denying you service on the flight. Lot Airlines consistently refuses to take accountability for its own stated policies, while also breaking its own stated policies to impose additional charges. The customer service is never able to clearly articulate policy or help customers prepare for their flights. It is a horrible situation and I promise that companies I work with will not ever use Lot Airlines again, and I will never return as a personal customer.