LOT Polish Airlines

Not Verified | I've never felt the urge to review an airline before, but I thought LOT Airlines deserved an extra pat on the back for the really kind service. The crew members were really sweet and cheerful, and even on one of the 1.5 hour flights, we were given snacks and beverages which I don't think I've ever received on short flights before. And trust me, it was super appreciated. My only complaint was the bad quality of the headphones given for watching movies on their flight, but I guess that's hard to avoid on any flight. Anyway, really sweet people!

✅ Trip Verified | Here is a list of the reasons why I don’t suggest LOT Polish Airlines: No customer service. Arrogant ladies at the desk. Cancelling flights 3 times in a month. No money back, trying to get your money with fake excuses. Expensive flights, bad service and finding reasons to make you pay for luggage at the airport (never happened to me).

Not Verified | Terrible customer service. My flight was cancelled over and over and over again due to the pandemic situation. I tried contacting them through phone, email and even through facebook without success. Nobody ever answers. How can a company operate without communicating with their customers?!? Absolutely horrible customer service. Worse I've ever seen.

✅ Trip Verified | Terrible customer service, employees are not aware of airline policies. In my case, the airline canceled my trip in October 2020. The second time I was unable to travel, there were no flights available to my destination on the dates I could fly. On the third occasion they gave me a date to change my flight and when I called, my flight was canceled 7 hours before because I called in US time and not in Polish time. I bought the flight in the US, so New York time must apply. I was never informed about this rule. Now my fourth problem is the refund, the travel agency LBF Travel and LOT Polish Airline are not doing anything to speed up my refund.

Not Verified | They cancelled my flight and gave me a voucher. But this voucher cannot be used anywhere - not on their website, not via email or any other form of communication. The only way to use it is via phone which is always busy and they never answer me until my voucher expires. The worst experience ever, I have lost 680 EUR and will never use their airlines again and I don't recommend anyone to buy tickets from them as they are a scam.

Not Verified | First of all, I don't know how it's possible to have such a bad website in 2021, it always crash, it always has some problem and it's so slow and uncomfortable. The second ridiculous thing is customer service, you write on your website that you are available on WhatsApp 24/7 but the truth is that they never answer there! They write that you can speak in 8 languages but people that speak a different language than Polish and English are never available, and for these 2 languages you have to wait like 1 hour on the phone to can talk.

✅ Trip Verified | The plane was very clean and well maintained. The cabin crew was very helpful and nice. After take-off, they handled out disinfection wipes, a bottle of water, a sweet roll with blueberries from the local bakery, peanuts, and jelly beans - everything on such a short flight during the crisis. I was really impressed by the standard of service. Everything was more than we can expect on such a short flight. LOT Polish Airlines is obviously one of the best traditional airlines in Europe and underrated as well. The prices were very attractive. I highly recommend LOT!

✅ Trip Verified | Do not have any business with Lot. Unprofessional, humiliating, biased behavior of the company's representatives. My elderly parents had a trip from Minsk, Belarus to New York (layover in Warsaw, Poland). The company cancelled the flight numerous times (but that's OK - we all know about pandemic). My parents made COVID tests in advance. On the day of the flight, while check-in registration in Minsk, the company's representative mislead my parents assuring that they had right COVID-test (otherwise they could conduct the new test directly at the airport in Minsk). However, while landing a plane during the layover in Warsaw, my parents were shocked by another Lot representative who did not let them in. As it appeared, my parents' COVID tests were not OK. My parents were stuck in Warsaw airport. They had to sit there for 2 days without food and water. My parents could not leave the airport because they did not have a Schengen visa. Lot employees rejected any communication simply by saying that they do not speak my parents' language (even though the Belarusian and the Polish are very familiar languages). I contacted Minsk, Warsaw and New York Lot offices. Minsk and Warsaw offices did not pick up the phone. Lot employee in New York did not want to listen to me. I just wanted to ask for advice on how to help my parents. But all the time she had the same answer that she had nothing to do with my parents' problem and they had to check all the requirements beforehand (and they did; they made COVID tests prior to the trip, and Lot representative checked all the paperwork and assured that my parents' documents, including testing, were OK). This is not how a respected company should deal with its clients' problems. My parents are elderly people.

Not Verified | I've used LOT a few times before and I'd say that it is not on my list of decent airlines. I only took their flights because nothing else was available routing/time wise. First of all, they don't have a first class so I will write about their economy class and their business class, which I have been on both. On either classes their service is pretty poor. I've traveled some and used several different airlines and I can definitely say that they are not the good. Their manner of service is not up to the standards to other airlines and in general I don't think they are trained that well. I took a long haul flight from Warsaw to Boston in December. I was sleeping and the plane was preparing to land (my chair was already upright, table stowed away, etc.) and I was using their blanket. While I was sleeping, a flight attendant yanked the blanket off of me without saying a word. I woke up immediately and showed a face of unhappiness and the flight attendant just barked "we're landing". I usually use the airline blankets on the plane and I've never had a flight attendant yank the blanket off of me because the plane was landing... I was pretty surprised to say the least. Food is not tasty at all so don't expect anything decent. Even in business class you don't get a menu, you just get "beef or chicken?" and they don't even lay out a tablecloth like in other airline companies. They don't smile much. Also, I didn't really get the vibe that they want to improve themselves much. On a different flight using Swiss air, in business class, the chief flight attendant went around individually talking to each passenger with a smile, had a conversation, and asked if there was anything they can do to make the flight more comfortable (as they do in most good companies), but nothing in LOT business class. Conclusion: I try to avoid LOT as much as possible.

Please do not waste your money and time on LOT Polish Airlines. They canceled our flight several times and are not willing to refund the money. They tell you to do the paperwork, only to notify (months later) they will not be able to do it. As to their customer service, it’s not just 0, it’s really non-existent; rude, unknowledgeable, with no empathy due to the current situation whatsoever. They keep pushing you to get a voucher although I told them I don’t want to deal with them anymore.