LOT Polish Airlines Reviews 

Absolutely terrible experience from start to finish.

Our flight was delayed by three hours, which caused us to miss our connecting flight to New York. There was very little support or clear communication at the airport, and the disruption completely derailed our travel plans.

We were then told we would be accommodated in a “four-star” hotel for the night. In reality, it was a below-average three-star hotel at best. The room only had single beds and, despite traveling with our five-month-old baby, there was no baby cot available whatsoever. This made an already stressful situation even worse.

To make matters worse, we were not provided with any food vouchers or meals — no dinner and no breakfast — despite the delay and overnight stay being entirely due to the airline.

The following day at the airport, things continued to deteriorate. On our original booking, we had secured a bassinet for our infant. On the replacement flight, they couldn’t allocate one. Given we were facing a long-haul flight without a bassinet for a five-month-old, we asked to upgrade to business class to try to make the journey manageable. We were then told we would have to pay to upgrade not only our own seats but also pay full price for the infant’s seat — even though the airline’s own website clearly states that infant fares should be 10% of the adult fare. There was no flexibility or willingness to acknowledge this discrepancy.

When we called customer service for help, they were completely unhelpful. The response was essentially, “These are the rules, we’re not going to change them.” No empathy, no solutions, no accountability.

Overall, this was a deeply frustrating and exhausting experience, especially while traveling with a young baby. Delays can happen, but the way the situation was handled — from the poor accommodation to the lack of food, the bassinet issue, and the dismissive customer service — made it far worse than it needed to be.

I would strongly reconsider flying with this airline again.

I am genuinely shocked at how a modern airline can operate on such outdated technology. Despite paying a premium for my original ticket, I was forced into a customer service loop that felt like 1995.

I tried to change a flight to a date where the fare was actually lower (£175), yet their broken online system wouldn't allow the change. After wasting an hour on hold, I was told I had to pay an additional £120 on a ticket that already cost £250 (one way flight to Europe). Charging a customer 60% of the original fare to move to a cheaper flight is nothing short of predatory. They are effectively penalising customers for their own technical failures. Truly abysmal service.

Shit airline literally the worst ever. Aviod at all.costs

As a polish citizen I always was all the way to support our national airline. Over the last 3 experiences with LOT I decided no more LOT for me . It started with change of my seats for which I prepaid . My next flight on 10/3/25 from Waw to Newark was canceled 2 weeks before the date . I asked for other dates for my return and I received a next available flight offer for 7 days later . I f I am going for the vacation I do not have an extra 7 days to wait for the next flight. This year the prices for tickets to Warsaw form USA for premium economy are on average 700-800 dollars more expensive per person then any other airline . The only advantage is the nonstop flight but for the savings of 1600 dollars per 2 people we gladly take 1 stop flight with SAS . With a big heartache - I say good bye to LOT.

After a chatbot, I was unable to get a good solution from humans. I somehow was booked under my first and middle name-- though none of my auto-fills do this, and my credit card, frequent flier number were under my real name. They let me cancel the flight, but not change the name and they wanted me to pay 50% more for the seat I just cancelled (there was a cheaper flight elsewhere, but I still didn't get refunded). They need to use those chatbots and AI to help customers-- such as if the name doesn't match-- rather than to waste our time trying to make a change.

LOT hat meinen Flugplan so geändert, dass mein Anschlussflug bereits 5 Minuten vor der Landung meines Zubringers abhebt. Das Absurde: Der Support bietet als „Lösung“ eine Umbuchung um +/- 7 Tage an – auf derselben Strecke, die an jedem Wochentag exakt den gleichen Zeitfehler hat. Man bietet mir also aktiv an, meinen Anschluss an einem anderen Tag zu verpassen!

Statt eine Umbuchung auf den Partner Lufthansa vorzunehmen, wird man ignoriert oder in einen Refund gedrängt. Wer eine zuverlässige Allianz-Verbindung erwartet, wird hier bitter enttäuscht. Das Ignorieren von Fluggastrechten (EU 261) scheint hier System zu haben.

LOT rescheduled my trip so that my connecting flight departs 5 minutes before my feeder flight even lands. Even worse: Customer service offered to move the flight by +/- 7 days—on the exact same route, which has the same impossible timing every single day. They are literally offering me to miss my flight on a different day!

Instead of rebooking me on their partner Lufthansa, they ignore my requests or try to force a refund. This is a blatant disregard for passenger rights (EU 261) and the Star Alliance promise. Unprofessional and systematically flawed. Avoid if you actually want to reach your destination.

I booked 4 tickets directly through their website. Two days later, I realized the booking was Economy Saver instead of Economy Standard, so I immediately requested a refund in order to rebook correctly.

Without any clear warning or explanation, LOT cancelled the booking and refunded only the taxes (about 15%), which means I lost around $2,500. When I contacted customer service, I was simply told the ticket was non-refundable.

If that was the case, the booking should not have been cancelled without my confirmation, or at least I should have been clearly informed of the consequences before cancellation — especially since this was only 2 days after booking and the flight was still 6 months away.

This shows a serious lack of transparency and poor customer handling. I would not recommend booking with LOT.

Please, never ever choose this airline. They are not organised, arrive with delay, they lose your checked baggage and shout at you to be quiet, when you want to know, what's going on. On a delayed flight, you get no information, but you have lost your baggage upon arrival. After completing lost baggage forms and all necessary administration, after spending on new clothes in an emergency situation and turning again to the complaints department, they not even have an simple apology for you. This is priceless heartless and not at all service orientated!

I had worst experience of baggage delay yesterday 29th January coming back from Budapest to Frankfurt by LOT airline , where one of my bag got missing at the time of flight landed and had to cancel my important business meeting with a potential client following day because I had important samples in that baggage to present to customer during meeting . And hence I lost the meeting and opportunity of getting business from new customer . I need compensation but not sure if this could happen because there was no one present for customer care services as well on the airport counters neither yesterday night nor today in the morning

We had package to fly to Philippines with connecting airports. Our flight originated from Warsaw okecie airport. Our schedule departing flight was at 8.30 AM so we arrived at 6 AM. To our surprise around 200 people was waiting to check in and only two agents at the counter. How this is possible that LOT forced people to go through a lot of stress and miss flight because they negligence . Finally we payed fast track to go through security otherwise we would definitely miss our vacation package . Its the shame and we newer will fly LOT again

I purchased designated seats on a LOT Flight with my family. Upon arrival at the airport, I noticed my seats were separated. Thought it was an easy resolution since I pre-purchased guaranteed seats! I was traveling with a 1.5 year old and 6 months pregnant. I was told there is nothing they can do and the seats were changed due to air craft change. Lot did nothing to assist and didn't care to help. I had to ask passangers to change seats.

Main point - You pay for a guaranteed seat and you don't get it.

It was an extremely bad experience. I was deboarded due to wrong assumptions. That aside I was told to spend an extra 24 hours at the airport with a 20 month old, with no amenities or help whatsoever. When I asked for help regarding clothing and diapers, they asked me to pay out of pocket even though there was no fault of mine. Horrible experience.

DO NOT FLY WITH LOT AIRLINES.
Overpriced. Bad service. Various delays.
You’ll miss your connecting flight.

Absolutely negative experience with company , please do not even consider travel with them . too expensive for the service or luck of it ,they provide , the sale assistant was rude, unhelpful, did not explain even a word about luggage, cost and allowance , I have been charge over with a penalty . Embarrassing food as refreshment to top up this review .

All the time delays, terrible experience

No apology, no accountability, no professionalism—just a complete failure as an airline. This airline showed zero care for passenger dignity, comfort, or property. Delays, damaged luggage, broken seats, and rude staff combined into one of the worst flight experiences I’ve ever had. I strongly advise anyone considering LOT Polish Airlines to choose another carrier.

Wanted to rebook a trip. Completely impossible.

Extremely disappointing experience. Due to the airline’s lack of transparency and professionalism, I was forced to spend over €250 just to continue my journey. No responsibility was taken, no meaningful support or refund offered. One of the worst airline experiences I’ve had.

I had to buy last moment ticket from Sofia to London with one stop in Warszhaw. In both flight I got free drink and free snack (very fresh, I guess also traditional for Poland) just lovely, the price that I got last moment it wasn’t much more expensive than another companies regular ticket and it was the cheapest last moment offer.
The cabin grew Sofia - Warsaw I would not rate 5 star. I will simply explain the 2 similar conversation with cabin crew Sofia - Warsaw “ cabin crew: drink? Me: what do you have? Cabin crew: what you can see. ( I couldn’t see anything because the trolley wasn’t close to me)” Warsaw - London “ cabin crew: would you like any drink? Me: what do you have? Cabin crew: we have (and she describe all the drinkers they offered). If the ladies on the Cabin grew Warsaw-London are reading that - great customer service. I would like to thank the Pilots too, we had delay of nearly 2h, the pilot clearly state the reasons we have the delay, he was very transparent which it is really important and it helps people to not get frustrated. One more point, when you actually doing your check in you could choose your seat from all available seats(no one is forcing you to pay for seat change).Overall the company, I enjoy my flights and I will definitely choose their service again and I am nicely surprised that there is company that invest in customers feeling well

I recently flew business class with this airline on the Warsaw–Tbilisi route. The service was excellent both on board and in the lounge. Since it was an overnight flight and we were traveling with a child, comfort was especially important — and everything was well-organized.

A nice touch: the airline gives children a branded backpack with a coloring book and pencils, which kept our little one busy throughout the trip.

For short and medium-haul flights, I can confidently recommend this airline — the overall experience was very good.
For longer routes, however, there are stronger competitors in the same price category.