LOT Polish Airlines

✅ Trip Verified | There was no one at check it in Kiev. I couldnt check in and I missed the flight! I asked the passenger handling at the airport and they did nothing! Never fly with them!

✅ Trip Verified | I had a planned flight from Kyiv to Miami through Warsaw in August 2021. I went to the airport and there I was immediately cancelled due to a closed air connection between Europe and USA. So the point is that I've bought their tickets, and they told me that I'll get a full refund of the ticket due to COVID restrictions, but they refunded only 100 bucks out of 520. Their representatives in Kyiv told me, that I was going to get a full refund and didn't worry about that, so I thought that money was already coming on my account. But that was not the case.

✅ Trip Verified | I was extremely shocked and disgusted at the way the staff at the LOT check in desk at Toronto Pearson airport welcomed and dealt with us at the counter. Firstly, my husband and I were travelling for the first time with Polish airlines with our 6 month old infant daughter. Our trip started off uneasy as we had to wait 45 minutes at Gothenburg airport because of issues checking us in. However, what truly upset me was the way the LOT staff treated us on our return flight from Toronto to Warsaw at check in. Initially we thought we were in a priority line considering we had a stroller and baby, but upon arriving at the counter, the lady at the front desk rudely said this line up was for business class only. We stated we were not aware and apologized. There were no signs indicating such. Next, without hesitation or a second look, she said our daughter was not on our reservation and that we need to book a ticket for her. We told her that we booked it from LOT’s website and had all the required documents stating our daughters name on the reservation. She denied and refused to look at anything and had a terrible attitude problem. She picked up her personal phone calls right in front of us on her mobile. She then referred us to her colleague beside her in order for her to figure out the issue with our baby. Frustrated at this point, we waited in line to speak to her colleague. Upon arrival at the counter again, the Lady looked at our ticket again and asked if we had altered our flight from November 2 to November 4th, and we said yes. Immediately she said we are not even booked for this flight and said our travel agent screwed up. At this point she was almost yelling at us. We told her that what she is stating is impossible because we already had our boarding passes. She looked again and was able to find our reservation. Next, we had purchased baggage online the day before and showed the lady our receipt. She said she had no idea what she was looking at and said she could not find our baggage purchase on her system. Eventually she found it. This group of two ladies at the counter were extremely incompetent and unprofessional. I have never dealt with any airline in such an unpleasant manner. They said things without looking twice, made mistakes and simply did not know what they were doing. A third lady came and helped us out which is how these situations were resolved. I’m appalled.

✅ Trip Verified | After missing my flight due staying in the security line for more than 1:30 hours, I missed my flight, despite the fact they told us the plane would wait. I was presented by an unfriendly women which firstly accused me being responsible for this conundrum, after making my situation clear for her, she told me to call and rebook my flight. I immediately tried to rebook my flight for the next day. Getting through the line, I was confronted by the most unpolite women I ever spoke to, which told it wouldn't be possible to rebook, the only option would be to write a complain, which would've been dealt after 1 month. So I had to buy another ticket. Regarding my first ticket I booked it 1 month ahead so the price would be cheaper(112€). But the ticket for the next day cost me 380€. In the following days I tried to phone the customer service over and over again where they always referred me back to the ticket provider (fluege.com) and they referred me to LOT, where I was treated unfriendly and incompetently with a huge arrogance. At the end they told me, they could give 1,63€ but I need to innitiate it by paying 12€, which is the worst insolence I ever been put through. Not only to speak about how they responded to my very friendly and formal request for help, which was more than 2 pages long, they responded 1 minute directly after I send the complain, in which they said it was my fault and they are sorry.

✅ Trip Verified | Bad company policy in terms of what they call ticket refund. I filled the Contact form, with the request of my tickets refund (20 min after reservation, week before the flight). Basically company did a cancellation of my flight (no money were refunded) without my confirmation or without any additional contact. They didn't event sent me a cancellation email about them doing so. Basically I found out about it on the flight day during check-in. Customer service is of very poor quality. Would recommend avoid using them if you have a chance to use another company. Company keep using trick forms on their web-site where refund - means flight cancelation. Poor Customer service.

✅ Trip Verified | Due to no direct flights from BEY to ARN after the summer I ended up booking LOT for the second time and it turned out to be as good as the first time. Flights on time, professional crew, food plus hot beverages. Even though there was no IFE onboard and the connection in WAW can be a bit tricky with no clear transfer signs and additional security checkpoints (that always takes time), I still appreciate LOT being an airline with smaller airplanes so you skip the crowded chaos checking in at the airport and onboard the flight. The ticket was way more cheaper than all the other airlines.

✅ Trip Verified | We had a rather horrible experience with LOT airlines. We had a transfer flight via Warsaw and this was the worst experience with the connecting flight I have ever had in my life. First, there was no specifically designated passage for transfer passengers at the airport. Second, we had to undergo the airport security check again. Seriously? For connecting flight passengers? That went well beyond a joke. To add insult to injury, there was a big queue and we had to rush like there is no tomorrow to get on board in time. The flight entertainment was non-existent so was the service from flight attendants. I started coughing because of my reflux and called for an attendant to ask for a glass of water. No one attended. Ten minutes later I had to catch one passing by and was told she was busy with something else and that someone else would attend me later. I gave up any hope after that. Luckily, I felt okay in the end. The seats were uncomfortable similar to the ones that low-budget airlines like RyanAir or EasyJet use. The choice of food was mediocre, just a tiny packet of peanuts and an apple tart. No hot drinks at all just still water! I mean come on, how much would it cost LOT to add up tea and/or coffee to their menus? Overall, everything looked low-budget and of inferior quality that shouldn't be the case as our tickets weren't the cheapest ones. I do not recommend LOT and will not travel with them. Never ever again!

✅ Trip Verified | Very good journey from Warsaw to Dublin, ability to get a paper ticket for free from LOT check in office in Warsaw airport with very little queue. The plane was connected to gate via tunnel so it was more comfortable than the bus, we were welcomed by really friendly and nice staff that were really helpful during the flight. Free snacks and water provided, the seats were very comfortable, highly recommended and will go with LOT again.

✅ Trip Verified | My experience with LOT Polish Airline has been the worst experience I ever had with any company or service. The check-in agent mistakenly denied my boarding from Paris to Seoul through Warsaw because they were not competent enough to understand IATA regulation on country entry restrictions and argued that I would be refused upon arrival in Korea even if I was holding a valid visa and passport. Agents are likely not trained enough so they mixed up 'visa exemption' and 'visa' resulting in my boarding denial. Because of their mistake, I had to urgently buy another flight on the same day with Air France to arrive in Korea on time, and I was of course accepted, because I had all the documents necessary to be accepted. The agent did not refund me at the boarding desk, they asked me to go to the sales desk, where another agent told me that he would not refund me, asking me to make an online request for refund. I then received a call several hours later by an agent who told me they would not refund me because I did 'not show at the airport', after explaining my case the agent asked me to fill an online complaint and would get a response within 30 days (despite the fact that the law oblige the airline to refund and compensate you within 7 days). After waiting 30 days, they still refused to refund me telling me that the documents I showed did not allow me to fly, which was wrong because I got accepted by the Korean government to enter Korea (knowing that the reason of the denial was that my entry would be refused). I made an appeal, showing more evidence that I had the right to fly. They again did not take my evidence into account and repeated their position, which was against the law.

Not Verified | We had a flight from Warsaw to Chicago that was overbooked so they told us that we not allowed on the flight. They book us a new flight for the next day but refused to give us a check of 600euros that we are entitled to by the law. They dragged me, my husband and a year and a half old baby for 5 hours until they finally booked us with a hotel for a night. When we got to the Chicago airport the next day we were looking for our luggage and they kept lying to us for 2 hours. They have the rudest crew, nobody wants to listen to you they just keep talking as you are talking. My baby has a lot of food allergies and requires special food that I brought but just not enough because I didn’t expect to travel five days from Montenegro to Alaska because of how unprofessional and rude LOT airlines is. It’s a shame it exists and should be shut down completely.