LOT Polish Airlines

✅ Trip Verified | A very nondescript airline, colorless, tasteless and forgettable. The cabin crew were busy with themselves mostly, didn't care for the passengers. Entertainment was outdated and had a very limited selection (mostly cheap and popular shows and movies). Food was an outrage, heavy on potato salads and fatty beef with gravy. Timetables seemed to be superfluous and delays were rife. I will not fly LOT again.

✅ Trip Verified | I was traveling with my wife and 1.5-year-old baby. They delayed our flight by 30-minute increments, and never gave us a reason why. The original departure was supposed to be 4:30PM. At 9 PM, after 10 delays and 5 hours of waiting at the gate, they told us the plane would only leave the next day at noon / 12PM. We didn't stand in line for the complimentary hotel because we could stay at our friends close to the airport, but the people told us next day that it took 3+ hours, or until midnight. The following day at 9AM when we checked in they gave us food vouchers but none of the restaurants accepted it. We never asked for food vouchers so this seemed like such a strange thing to make us even more irritated. The plane was set to leave at noon / 12PM but they kept delaying the flight again by 30-minute increments and we were close to rebooking to another flight (where the customer service rep said that they probably won't reimburse us for), but then they finally announced at 4PM that we're ready to board. After sitting for an extra 2 hours on the plane, we finally departed at 6PM. We arrived at our destination 24 hours late. A minor irritant: We asked to have our carry-on baggage checked in because we were with a baby and it's easier to traverse the airport without having to tow that around. The first day they said they won't because the plane isn't full. At the check-in gate an hour later I asked if the plane isn't full could they perhaps secure a whole row (3 seats) for my family so the baby could possibly sleep between us. There they said the plane is full. The following day when we checked in again we asked if they could check in our carry-ons as well and they did so, no questions asked. So the first day someone was either lying or just not willing to even try to help out. I called customer service when we got in to see if we could have our return flight changed to a week later and they said that they can only change it to a day later per policy, because that's how much the plane was delayed. But, the day later date had a 16-hour layover vs our original 2-hour layover so they offered to shorten our trip by a day if we'd like. And to make matters even more mind-boggling I checked online and the 1-day later flight was actually more expensive then the 1-week later flight. They'd give me a more expensive return flight because their policy doesn't let them give me a flight that's further out than the delay we experienced. Other irritant: None of the tv remotes worked on the transatlantic flight, so I couldn't even turn on the light or do anything with it really. Final irritant: The seat I sat in reclined but didn't stay there. So every time I leaned forward to get my book or grab a drink, it came with me, and then I had to recline it again, irritating the person sitting behind me. All of this with a baby in tow. He was surprisingly patient though, more patient than a lot of the other travelers, also slept through the whole flight in the end! So anyway, worst trip ever on LOT's part. And then customer service couldn't even give me a different return flight (apart from one with a 16 hour layover instead of our original 2 hour) after a 24 hour delay. All this for $2,700 USD. I'll do my best to never book LOT again.

✅ Trip Verified | We paid for two business class seats so we could have a bassinet for our newborn. Once on the flight we noticed no spot for a bassinet. We asked and we were told our seats were changed. Horrible experience with LOT. Not all they say they are. Not worth the money needed to fly and use a bassinet. Their reviews are grossly incorrect.

✅ Trip Verified | Very disorderly boarding at Warsaw, and instead of ensuring a timely and smooth boarding process, unfriendly ground staff started measuring and weighing hand luggage just at boarding time. Pieces above 8 kg were forcibly checked into the hold, allegedly to save space in the cabin, and were not delivered at the aircraft but via baggage reclaim. I certainly won't pay (solidly) and fly an airline again whose ground staff bully their customers. Cabin crew were fine on both legs, friendly and attentive.

✅ Trip Verified |  The economy seats on such a long flight (more than 8hrs) are very narrow. I was seating at the emergency row, but this didn't help to achieve some level of comfort. I am only 58kg women with super lean body shape and practically didn't have any space to move. When meals were served I could use my utensils and stand up to eat. Men next to me spilled his drink, as he hit my elbow. I never flew a plane with such narrow seats. Some people were standing most of the flight. It was a torture and it is completely unacceptable.

✅ Trip Verified | I'd flown with LOT before so I already knew they were bargain basement, but sometimes given the combinations of schedule and cost, they are unavoidable. This was especially the case when flying in 2021 from New York to Europe for the Euros that had been delayed due to the pandemic. We had booked our flights and were all set when a week before our trip and completely by accident we noticed that unlike most other European cities, Poland wasn't even allowing transit passengers within their country. LOT's response of course was to blame it on us, as opposed to the fact they are Poland's national airline and at the time this information was very hard to get. We had to scramble and book an alternative flight, and after much chasing down they begrudgingly gave us each a voucher to use valid for one year. Of course, traveling from New York to Europe via the routes they fly isn't easy, so a few weeks ago we decided to give the vouchers to our friends who could use them before expiration. Upon trying to book the flight we were suddenly told that the vouchers were non transferable and non-combinable. The vouchers say nothing of the kind about any of these restrictions, and neither does their website. In fact, their website specifically says vouchers are transferable, but when pointing that out we were told these were a different class of voucher which just so happens not to be documented anywhere. We contacted LOT by every channel, and every channel just regurgitated the same response without being able to explain why none of these restrictions are documented in our voucher. Simply appalling customer service.

✅ Trip Verified | Very nice trip, clean plane, very comfortable seats. I was offered tea, coffee or water as well as a pastry. First flight was boarded by the bus which wasn't problem as weather was good and it went smooth enough, the next in the jetbridge. Overall recommend as they were comfortable and smooth flights.

✅ Trip Verified | I flew with Polish Airlines for the first time and for sure the last time. I had the worst experience of my life. Stewards were rude and not knowing English.

✅ Trip Verified | On March 13 2023 I bought the tickets and within 3 hours after purchase I filled the refund form on their official website. After 8 days (21st of March) I received an email confirmation of my refund request which would be processed within 14 days. As per their official website, they have a policy called Procedure 24H, which allows clients to get full refund for tickets if request is filed within 24 hours after purchase and the ticket number begins with 080. My ticket matched both of these criteria as I filed request form within 3 hours after purchase. But on 21st of March I received a refund of 68$ which is not even half of what I paid for tickets (419$). Their support team takes ages to reply, both on Facebook messenger and Whatsapp. They do not follow their own policies, just trying to rip off.

✅ Trip Verified | I flew business class with Polish Airlines for the first time and I had the worst experience of my life, paid $2700 for one of the worst airlines. Their seats were torn. Stewards were rude and the food was very standard! I was drinking Irish cream liquor and after two drinks when I asked for the third one they said they don’t have it anymore. While I was just having my desserts they switched of the cabin lights for everyone and the passenger next to me too couldn’t even finish her dinner.

Not Verified | We had never flown LOT before, and since the cost of the flight was less than our usual United flights, we opted for it. Before you do the same, ask yourself what your time is worth. After a 4.5 hour flight from Cairo to Warsaw, (our connection flight), the bus transporting us from the plane to the airport were 15 minutes late, and then a number of security checks, we barely made our connection (1.5 hours isn’t enough time). Then after our 10+ hour flight to Chicago, we arrived and sat and stood waiting for our luggage for almost 2 hours (with the rest of the passengers). Many missed connections waiting for luggage. No announcements were made as to what was going on. I spoke to a customs person, and he told me this happens very routinely with LOT. They are notorious for this. So beware if you fly LOT. Manage your expectations.

✅ Trip Verified | Warsaw to Baku. Such a poor product for business class. This is a 4 hours flight and no hot meal at all was served (just cold cuts basically) - even Lufthansa does better than this. Selection of wine and beverages is very limited, no champagne or prosecco of any kind, but a rather cheap Polish sparkling wine. The service is not polished and not very friendly. Seat is stone hard. No Wi-Fi on board and of course no IFE or overhead screens: the selection of movies streamed on-board is ridiculous in terms of quantity and quality. No in-flight map. The positives: the 737-8 Max used was very clean (and quiet) and the price was half compared to Lufthansa. Never again.

✅ Trip Verified | On staff at counter for check in, no information on gate, no information on boarding, boarding late, no explanation, airlines seem to for get the hundreds of people time, is not there time, this flight had no reason to not board on time aircraft has been at gate for hours. Really tired of airlines not really caring.

✅ Trip Verified | Very positive about the whole flight. Still they served a glass of water and cup of tea or coffee plus a small snack. I have read many negative reports about LOT, but this time I had the impression flying with a premium airline, giving a reasonable service on a short haul flight.

✅ Trip Verified | Worse airline ever with no care about the passengers! I had a ticket with this airline, I missed the flight and I didn't fly with this flight, however I was just there 3, 4 minutes far from the gate. The corresponding people didn't call my name, I didn't hear anything, otherwise I could just run to arrive to the gate for boarding, and even when I arrived there they didn't say anything, so I just thought the flight has delay. Then I asked people standing at the gate myself and they said boarding is closed now. I asked them for a help or rebooking the flight or even giving me a phone number to call the airline, they didn't help at all. Then I found a number myself and called LOT customer service, they also didn't help me at all. They could rebook the flight for the same day or even another day which is the least that every airline does that for their passengers but LOT customer service didn't do that. I had to spend a lot of money and time that day at the airport because of this. This airline has no customer service to help passengers and they actually don't care about the passengers and their money and time at all. I will never buy a ticket from this airline.

✅ Trip Verified |  Worst airline I have flown with: they lost one luggage on the departure flight Dec 30, 2022 and did not provide any information about its whereabouts until the date of the return flight (8 days later). On the return flight we have spent the transit in Warsaw going from one LOT office to another without being able to get any information about the missing luggage. Also Warsaw airport services are very poor - security check operates with poor technology - passengers are asked to take off their shoes (never seen in European airports for quite a number of years now), passport control officers are unprofessional.

Not Verified | We flew several years with LOT. There was nothing special, a lot of small delays caused by the not optimal organisation at Warsaw Airport (for example only 1 stairs instead of 2, which results in longer boarding & deboarding). Problems started as we had 4 tickets for us and other family members in 2021, as LOT Polish Airlines cancelled the connection. We were promised by the call centre agent of LOT that we can use these tickets when LOT starts to fly this route again, instead of refund. LOT was very happy that we didn´t want our money back due to the financial situation in Covid times. As they started to fly again in August 2022 nobody wanted to reschedule our still valid tickets. Surprising was the attitude, how call agents treat customers: arrogantly and dismissive. At first they wanted the conversation log, but as we gave them all this details, they suddenly stopped answering. We had a nice employee, who understood our feelings and wanted to help, promised a call back, but he never called again. We booked our tickets via online travel service so LOT refuses to pay as the amount back. But: due to EU Commission regulations LOT has to refund the full amount, independently of the place of purchase. Finally the situation is as follows: The online agency charges per person 40 Euro while refund = 80 Euro per ticket = 160 Euro per 2 tickets. Why should we pay for the cancellation by the airline?

Not Verified | I was on a flight from Korea to Tel Aviv via Warsaw. A few hours before departure, I received a text message saying that the flight was delayed for 1 hour and 55 minutes, and as a result, I missed my second flight and ended up spending more than 8 hours in Warsaw. My fellow passengers and I were disabled people who use wheelchair services and suffered a lot.

✅ Trip Verified | This was the worst airline I have ever flown with, the staff were miserable and not particularly friendly. They don't allow enough time between their own connecting flights and blame you for delaying the next flight when their first flight showed up late. On our flight our luggage also never made it to our final destination and LOT never took any action. They told us that we need to speak to the baggage handler and not them. The baggage handler told us to contact LOT and after hours on hold at our own cost since they only have polish numbers to call, they just tell us there is nothing they can do and that we should wait. Well 4 months later and we still haven't received our bag and there hasn't even been an acknowledgement or apology from the airline. When you call the call centre they say, they have no way of checking the status and you should send them an email. I have sent 5 emails with no response to any of them over a 4 month period and every time the customer support staff say they will tell the email support to respond and of course there is no change. We were also told to call Warsaw lost and found who again say to speak to LOT as it's their responsibility. We will never fly LOT again and would strongly encourage anyone else considering it to avoid at all costs.

✅ Trip Verified | They cancelled our flight 2 weeks after booking without any notice, 4 months later we anticipated to take the flight and because we didn't know about the cancellation until the day before, we had to take a 23 hour flight (original was 12 hours) which included 2 layovers and overnight. 3 months later we have not received any communication about a refund for the expenses incurred during this long flight. Customer service was horrendous and atrocious, they hung up on me and gave us awful options for the flight. Wouldn't even give us a free seat.

✅ Trip Verified | After denying my wife from flying, due to a change of the airplane, they didn't propose her some alternative nor give her refund for her flight nor compensation as per the EU Regulation (EC) No 261/2004. We wrote to customer service , to claim department, but no update nor refund for a claim since 15.10.2022.

Not Verified | It was terrible. I have taken this airline which is YYZ to WAW (LO046). It was a night flight and I was taking window seat (J29). It was terrible flight ever to me. I was so uncomfortable and so mad while the flying. After finished meal service, almost lights in passengers’ area were turned off for making passengers feel comfortable to fall asleep. In the situation, I needed water and have pushed calling crew button. However, any crew didn’t come and check me. It has been turned crew calling light on more than 30 minutes. (The calling crew light was bright on still.) Actually, I could see crews’ area from my seat. Even though passenger is calling crew, they were just talking each other and never check passengers’ area. That seems they just enjoy the quiet time. I know I could visit crews’ area and ask them to give me a cup of water. However, other passenger was sleeping on my next seat. I didn’t want to wake him wake up. Therefore I was just waiting for the crew comes to me and help. After 30 minutes, this plane faced to turbulence and seat belts sign were on. Finally, crew came out from crews’ area. It was just for locking toilet. When the crew was going back, I said “Excuse me” loudly for calling her. She didn’t check me, even though some passengers woke up because of my loud voice. Therefore I shout “Excuse me” little bit more loudly again. Then, she came to me and asked to help. I was so mad in that time. It was a nightmare.

✅ Trip Verified | Within 15 hours after booking, I had to cancel (ie well within the 24 hour cancellation window). First of all, virtually impossible to get hold of anyone. Eventually tried Facebook Messenger, as recommended on th LOT website. Took almost an hour to cancel the ticket, after which I was informed that it would tale up to 47 working days to receive the refund. Never ever experienced a similar lack of service level. This was without any doubt the first and last time I considered flying with LOT.

✅ Trip Verified | I picked this as I needed to be in Warsaw early in the morning and this was the earlier flight of the day, way better timewise compared to the train and price wise I paid similar to the train ride with way less time spend to travel. We boarded the plane in the tunnel rather than the outdoor stairs which was good as it was very cold outside that morning. As I was asleep for most of the flight I missed out on the complimentary pastry and water but coming to landing as I woke up the cabin crew offered me the pastry and water which I took.

✅ Trip Verified | Most convenient connection between the two cities.As I needed to go from Bydgoszcz to Warsaw in certain time frame I found this connection to be more convenient than railway as it was way shorter but only small bit more expensive but for time concious people like me it was best connection between two towns. As Bydgoszcz is a small airport we boarded by stairs and had to walk only a small bit to the aircraft but weather was not bad so it was not an issue, again as on every LOT flight as we enter we get a sanitizing wipes, which was good. The flight was very short under 40 mins the cabin crew did a very good job providing complimentary pastry and cup of water. In my opinion one of the best LOT domestic connection as it was relatively cheap and the good service despite very short flight but makes it very fast journey between cities, would highly recommend anyone traveling between Bydgoszcz and Warsaw to consider this connection.

✅ Trip Verified | Another flight on LOT Polish Airlines, very pleasant experience from the start as I boarded plane via the tunnel rather than outside and through stairs which was good in the cold weather outside. When boarding we received the sanitizing wipes too. The seats were very comfortable as they had adjustable head rest as well as possibility of reclining seat a little. Mid flight we recieved a free sweet pastry and cup of water. I flown with them before multiple times and as always they very good, the flight was short enough under 1 hour on domestic flight so price wise too for this trip it was good deal and very fast trip from Warsaw to Gdańsk. Never had any troubles on LOT.

✅ Trip Verified | This airline delayed my suitcase for 2 weeks and shuffled through my suitcase for personal items. After they return it 2 weeks later they don’t even bother to reimburse me for any cost to replace items that were missing. Beware traveling with this carrier as they will not reimburse you as any other airline does. Worst experience with airline

Not Verified | I flew with LOT on a flight from Poland to South Korea. TLDR - Don't fly with them if you have better options. This was by far the worst long haul flight I've ever had. I'm vegetarian so I require a special meal on flights. Updating my meal preference using the 'Manage booking' section in LOT's website was not an option for some reason, so I contacted there customer service. I stressed that the veg meal is only for me and not for the partner traveling with me, but when I checked in the day of the flight I found out both of us got the veg meals and that it can't be changed (according to customer's service, they could only change all meals). Annoying but manageable. However during the flight I found out there was actually no meal for me and I had to eat some scraps they had onboard. In addition, the stewardesses were not very helpful and one of them was very rude and kept hitting everyone with the service cart as she walked the aisle. On the return flight, there were no vegetarian between meals options. While everyone had cup of noodles for free or the option of purchasing sandwiches, there was nothing vegetarian except for chips and chocolate. So basically I didn't eat anything for about 8 hours during the flight, except for some snacks. To top it all off, they have the most outdated entertainment system I saw on an airplane and they also control brightening and darkening of the windows so you can't really control it yourself from a certain point in the flight. I wanted to write this review on their Facebook page but they blocked this option. After experiencing several flights with them, I'm not surprised.

✅ Trip Verified | I have never dealt with such a bad airline. I boarded my flight to find out that my seat in business class is unserviceable, doesn’t recline or move at all from a bad position it was stuck in. How they can allow a passenger to board and travel a 8 hour night flight like this is beyond me. On all of the legs of my journey they have forgotten my dietary meals, they serve no vegetarian food, There is no internet on Lot flights either.

✅ Trip Verified | I purchased a round trip ticket from Los Angeles to New Delhi, India from LOT airlines via the Travelcation website. It only cost $685 for the trip. Paid an extra $200-$300 for some extra legroom seats. I took my pre travel PCR covid test, got all my documents in order and flew to Warsaw, Poland for my layover. When it was time to board for the flight to New Delhi, the flight crew wouldn't let me on the plane. They said i didn't fill out the Air Sudhiva form. I looked it up and it was just your standard "I'm vaccinated, here's the date i tested negative, here is where i will be staying etc." entry form. I didn't know it was required on top of the visa. I couldn't do it while waiting to board because the Indian Govt asked travelers to upload files in pdf format to their site. I could only take jpegs with my phone. My entire trip was canceled. Not rescheduled, not delayed. I stayed in a hotel, got my family to complete my Air Sudhiva Form and they bought me a new flight. It cost $700 for a one way trip to India. Warsaw Airport then asked me to retake a COVID test since 3 days had passed after my last PCR. I didn't have 3 days to wait again so i had to pay $200 for a rapid test. I did that too. I got on my flight, got to India and then paid $1000 a few weeks later just to get back to Los Angeles. I then started the arduous process of trying to get a refund for my canceled flights. LOT told me it wasn't their fault since i didn't buy the ticket from them. "Talk to the issuer of the ticket" was their reply. I talked to Travelcation and they said "we didn't cancel the ticket so you have to get a refund from LOT". Back and forth, until 4 months later LOT finally gave me a decision: "We looked into it, it's your fault you didn't fill out the form. Talk to the ticket issuer". I forwarded this to Travelcation, they said "we're trying to get your money back". They said this for more than a week. Travelcation then gave me back $201.91 from LOT and said "Thank you for choosing Travelcation". Stay away from Travelcation and stay away from LOT airlines.

Not Verified | I paid for a round ticket around $810. From Skopje to Miami I had 16hr layover in Warsaw. For my return ticket, they kept changing the date and finally they canceled it. I asked for a refund and I got only $200 back. I have been trying to contact the airline and they have been unresponsive and are saying that they are not required to refund you the money. I recommend never choosing this company as they have the worst service and they cancel/delay their flight all the time. I have been flying for a long time and this airline is the worst experience I have ever had.

✅ Trip Verified | My 14 years old daughter was traveling from Poland to USA in August of 2022. She had economy ticket purchased at least 6 months in advance. Child arrived at the Chopin airport 4 hours prior to her flight departing and was told that she has a stand by ticket and she doesn’t have a guaranteed seat on the plane. Long story short flight was overbooked and agents used easy targets such as my daughter who is a minor, and to that polite one, and wouldn’t stand up for herself or doesn’t quite know her rights. After numerous phone calls to the airlines they did put her on the flight right before it had taken off. Not a pleasant experience at all. Lots of stress - unnecessary stress. 3 months later after numerous complaints of wrong doing, we have gotten an apology. Avoid at all cost, spend your money else where !

Not Verified | My flight Skopje-Warsaw has been rescheduled for the next day without informing me (literally no email, sms nor information in the passenger space). Now I learn about this on the day of the flight. I was supposed to take another flight Warsaw-Paris tomorrow few. Now, with the hour you are suggesting, I won't make it for this flight. According to their webpage I am entitled to change the flight route but the staff tell me I can't.

✅ Trip Verified | On both trips the lost my baggage, on the way to Tirana they brought the baggage 4 days later. On the way back to Toronto i haven't received it yet. Very unorganized airline, service at best is mediocre. I will never travel again with LOT.

✅ Trip Verified | The flight attendants were all nice and even though I hadn't ordered vegetarian food in advance, it's what I ended up getting anyway. The food was good and after the long flight from Los Angeles to Warsaw, I took a much smaller plane from Warsaw to Paris. Even though this flight was only a couple of hours, they gave us snacks and drinks. And again, they were super nice and the service was great. My only complaints are that the seats were a bit hard (so bringing a cushion or using an extra blanket would help) and on the long flight, I couldn't charge my phone with the outlet on the seat. But these things were minor and I'd definitely go with them again.

Not Verified | We have had nothing but a delightful experience, despite a missed connection in Warsaw. In flight, staff were professional and friendly. Food was good to very good and excellent beverage selection. Terrific coffee. The cabin was very comfortable. Our flight attendants knew we missed our connection and went out of their way to make sure we knew where to go once we got off the plane. The transfer desk staff were overwhelmed when we arrived so we went to the business lounge. The attendant there confirmed that we had been rerouted to Istanbul then to Tbilisi. We asked if we could instead spend the night in Warsaw and fly direct to Tbilisi the next day. We were surprised to be accommodated especially as we were given a voucher for a great hotel and meal vouchers there. We would happily have paid our own way. We then asked if it was possible to retrieve our checked luggage and were directed to LOT’s office in the baggage area. Staff there also proved to be helpful and pleasant. While I expected to wait an hour for our luggage to be retrieved, we were out in 10 minutes with our bags. I should add that you might not want to believe everything you read about Warsaw Chopin either. From security to passport control to random employees from whom we asked for directions, we were met with kindness and professionalism. I would definitely fly LOT again.

Not Verified | After the disappointing reviews about LOT, we lowered our expectations to a minimum. As it turns out, it was a pleasant, comfortable experience from start to finish. The flight was slightly delayed by 45 minutes of which 25 minutes were made up en route. The service was impeccable. The seats are one or two generations back, reminding us of 777 biz class seating 5 years ago but clean. The food was fine, not great but not bad. Another delightful surprise awaited us at Warsaw airport. We had read about lines for immigration to get to connecting flights but were amazed to exit our gate, turn left, walk a couple of hundred meters and find ourselves at our next gate! All In all, a good experience.

✅ Trip Verified | The worst experience of my life. Delays on all four of my flights. They lost my luggage on the way to my destination and back again. I was without luggage for over a week. No response to emails or claims. No compensation. I was sitting away from my husband who was on the same booking! Outrageous service both on board of the plane and online. They are one big scam and waste of money, time and health.

✅ Trip Verified | The worst experience I have ever had. They lost my baggage during my transfer in Warsaw and destroyed it. There was a lot of expensive stuff inside, and nothing perishable as they claimed. I will never use this airline again, even if I have to pay several times more for a ticket.

✅ Trip Verified | This was my last flight with this airline. One reservation ID with 3 people there (under 1 last name) and we received seats in 3 different rows. Of course you can choose seats by paying extra money in advance but if you don't do this you will be seated in different parts of the plane. Even contact with customer care did not help. And what's more: we were not the only ones impacted by this "algorithm". Even children with parents had seats not close to each other. This was 9 hours flight.

✅ Trip Verified | Berlin to Warsaw via Delhi. Try to avoid this airline as much as possible. No proper customer care, rude staff at airport. Denied boarding at Berlin airport because of delayed check-in process (received boarding pass 40 mins before flying) and delayed security check even we arrived 3 hrs advance to the airport, due to this we missed our connecting flight to Delhi and whole booking was cancelled including return ticket. When I asked your customer support team (after 50 mins waiting time), they're simply saying just book another ticket as LOT Polish Airlines will take 7 to 30 days (sometimes much more time) to respond to customer complaints. No staff at airport to respond to customer complaints, you need to reach out to their customer service, which will take ages to connect. I never had such kind of experience with any other airlines. Sorry to say that LOT Polish Airlines is having the poor customer support/service. One of the worst airlines I ever travelled.

Not Verified | Tirana to Toronto via Warsaw. LOT is the worst company I have ever dealt with, here’s why: 1. I was planning my trip back to Ukraine from Tirana to see my parents, it takes me 40 minutes to get to the airport from the other city by taxi, which I paid 40€ for. Once the check in started and it was my turn, I was told, that they will NOT board me on the flight. Mind you, no emails were sent whatsoever. I was told to call LOT for further info, their office never answers, anytime you call you minimum will be the 45th in the queue. I had my whole route planned, my second flight from Warsaw was departing 2 hours later, my bus reservations made from Poland to Ukraine, one after another. As a compensation they gave me the worst hotel room possible, very dirty and old, and also I was called from an anonymous number and told I can pick up 250€ in their office, which I did. 2. I decided to ask about my trip with them for later on This month to Canada from Albania, I have a cat I’m taking with me, which I couldn’t register through their website, their form just doesn’t go through. It happened once before once I used their company, but I ended up just paying for my cat in their office on the day of the flight with absolutely no issue. I told them I wanted to register my cat right now (this is occurring 4 weeks before the flight, I purchased the ticket a month prior to the flight), which they told me they DONT HAVE ANY PLACES FOR ANIMALS ON BOARD ANYMORE. Despite me pleading and saying that they can take their compensation back but just let me take my cat because an extra 4 kg will not harm them, and just make an exception for me, because they completely destroyed my trip, it was pointless, and no other option was offered other than paying an extra of 600$ to upgrade to business class so I can take my cat (apparently there are places for animals there), they claimed they didn’t have any places for animals on flights till the very end of the month, and even first days of October, so no other option was available. After me saying that the form on their website doesn’t work so I couldn’t have possibly registered my cat, I was told that they have a claim section on their website I can go to… I was in total shock because so much was happening already with my trip being messed up and me having to rebook everything, (still haven’t gotten my refund for buses I canceled and had to buy new ones), and now they told me I can’t take my cat! I understand that the people working there are robots, because they deal with customers, but you have to be completely heartless if I’m saying I can’t leave my cat because there’s nobody in that country that I know and just crying because of how helpless and lost I felt. 3.I filed for a refund and landed money to buy another ticket from another company immediately, because the later it gets the more expensive are the tickets. ONE WEEK IN NO EMAIL was sent to me confirming they have received my claim, (and their website says you can’t file more than once, or they won’t look into your claim at all). I Was told that it’s not 100% that my ticket is refundable, depending on the type of the ticket I purchased, gladly it was the refundable one but still!!! How is it possible you have tickets that are non refundable if I want to return them almost a month before the flight??? It IS MY MONEY. And the amount was 600$+. I came down their office once again to ask about my refund and when I’ll be receiving it, they told me 60 days, SIXTY!!!!!!

✅ Trip Verified | I was required to go to the checkin counter to get paper boarding passes even though I was not checking bags. After waiting over an hour, I learned that the line was so long because they were telling everyone that they could not have a carryon and a personal item (they claimed that this was the airline's policy, not because the plane was full). I showed them where it said it was allowed on the website and they ignored me. We then had to repack our personal item in order to check our carryons. This was why the line was taking so long, everyone has to do this. This whole process took over an hour and a half and I got through security just before our flight started boarding (I arrived 3 hours in advance). On the first flight (Tel Aviv to Warsaw on 737-800), the cabin crew were not so nice, and for a 3.5 hour flight, they gave out options for water, sparkling water, tea, and coffee. They also gave out a large snack but didn't have a kosher option even though I ordered a kosher meal with my reservation. They then sold other products like Pepsi and potato chips that would be free on most airlines. The in flight wifi to watch movies with that could be used instead of an IFE screen (this plane did not have screens) stopped working after we pushed back from the gate. The in flight PAs were not very understandable in English. We had to wait about half an hour after we parked when we landed in order for busses to come and pick us up. Connecting through Warsaw: airport doesn't have a lot of outlets or comfy seating and you have to go through security and/or passport control. On the second flight (Warsaw to New York JFK on Boeing 787-9), the cabin crew (or at least the flight attendant primarily serving my area of the plane) was really nice. The drinks selection was again poor, but this time included a few juices and sodas, but didn't have anything like coke or sprite. The kosher meals provided were good, but there were no kosher snacks given throughout the flight. The flight attendants we're constantly offering water which was really nice, but I would've liked it if they collected garbage a bit more often because that's difficult to deal with as a window seat passenger like I was. The IFE on this flight was amazing (compared to every other IFE I've seen in my life). It was super responsive and had a large selection of movies. The TV selections were slim (for example there were some shows that they only had 4 episodes of) but I enjoyed it and didn't find it frustrating to use. Probably the most annoying thing about this flight was that they made an announcement telling us how we could buy all this duty free stuff on the plane, but the announcement took like 10 minutes and it paused our IFE screens (and we had to listen to it in Polish and English). The seat comfort was reasonable for long haul economy. Two other things to note about this flight was that the cabin crew set the windows to 50% brightness (you couldn't make it go higher) even though it was a day flight, and the USB port I used to charge my phone kept turning off for fractions of a second at a time, which was fine for me but I could see would get annoying for someone with a phone that vibrates and/or makes a sound when it starts charging. Once we arrived at the airport, the bags took around 45 minutes to show up on the baggage claim. All in all, for long haul flights, once you're on the plane it's good, but I wouldn't book again unless I'm saving thousands of dollars.

✅ Trip Verified | Flights delay, bag destroyed, poor entertainment system quality, poor selection and availability of food on board and grumpy crew. Cabin was not cleaned after each service. The cabin was completely dark even when it was a morning flight. Horrible English PAs.

✅ Trip Verified | Even though the Polish are generally hospitable, the cabin crew should keep that standard in mind when serving passengers. Being niece and empathetic, making sure that passengers are comfortable is part of the job. I was on a 9 hour long flight from Warsaw to JFK, they served drinks (non alcoholic) twice. The products do not need to be rationed. The quality of service should match the price of the tickets (not so cheap). Additionally, the tables were dirty. Overall, unfriendly and not very nice crew. The airport crew in Warsaw - fabulous though!

✅ Trip Verified | The agent provided the worst service on August 21, at Warsaw airport, Tirana Flight LO597. My carry on was overweight. She laughed, invited her coworkers to see the weight and took a picture of our luggage. They laughed at us saying it was the record, and were extremely condescending to us. Very poor service. Flew business from JFK to WAW. Informed Gabriela of my business ticket. She said you are in economy now. I hope they do better next time.

Not Verified | Due to delay at the departure airport I missed my connecting flight. After 3 hours in line to speak to the customer service, I was told that there were no flights within next two days that they could offer me. They advised that my best option was to make alternative travel arrangements by myself. I decided to take the train to reach my destination. The airline refuse to pay compensation for the delay or take any liability for the cost of alternative form of transport.

✅ Trip Verified | Terrible customer service! No way to reach them to reschedule a flight! I had a family emergency and needed to reschedule a flight. I called the airport in the country that I was visiting (Macedonia) and the local LOT representative told me that they didn't see any available tickets while I was seeing them online. I called their customer service number and it transferred me to the Polish number where it told me that I am number 80 in line. I called multiple times and the same; I waited for over an hour and I didn't even get to number 70. All of this while paying international tariff for calls! I emailed them, no response. I sent a Facebook message, no response. I called the airport in my home country, O'Hare in Chicago USA and they said there is no local representative, so they transferred me to the same Polish customer service number, clearly the same one for the whole world! Good luck getting through and ever rescheduling a flight! Good that I scheduled the flight through my bank, so my bank Chase was very helpful and able to reschedule the flight for me, otherwise I would have completely missed it (and never get my money back). I paid only $200 difference in price for the ticket (which was good for a busy period and last-minute rescheduling). Then I called the local LOT representative in the country I was visiting (Macedonia) just to check what they will say for this same ticket and they told me to pay $750 extra for the same flight (now all of a sudden they started seeing the flight in the system, but they weren't when I initially called) and asked me to pay in person which is 2 hours away from where I live and they were closing in 45 min. Bogus! Then, the flight was delayed for an hour and my connecting flight in Warsaw had only one hour layover. Good that they waited on us. Then it was chaos in the plane because they gave separate seats to couples and families although they purchased the tickets together. Lastly, I was thirsty for the most of the flight. I wasn't offered water few times like usually on flights.

✅ Trip Verified | Please save yourself and don’t ever fly LOT Polish Airlines. They have the worst customer service. My round trip to Europe started and ended in a horrible way because of them. I am used to delays and realize certain things are out of their control but the way they handle them is unacceptable. My flight out of Chicago was delayed over 6hrs and they didn’t have a gate agent there until halfway through delay to provide any info and help with re-booking, even when she came she was useless. Didn’t provide any water or snacks either and most airports concessions were closed. Same for customer service on phone, you wait 2hrs to talk to someone and when you do they are not helpful and even yell at you. Coming back to Chicago same experience, waited for baggage for 3 hours after an almost 10 hour flight with a little one and when it did not show up, can’t find any of their representatives to help out with filing a claim and tracking where it is. Also their food is in-edible and they had no regards of my sons allergies. I had called to let them know he’s allergic to tree nuts and sesame and they bring me a peanut free meal which is not helpful and they don’t even apologize or try to offer solution.

✅ Trip Verified | Very rude service. I had to ask for the basinet 4 times and was given it in a very rude way. My seat was not the one where infants on basinets seat. The family who was seated in the basinet carrier spot were very kind and exchanged seat with me, I am very grateful to them. Lost connection due to Airline delay. Treated as a criminal in the airport even though I was travelling with an infant and an 8 year old. Left at the airport overnight. I kept asking for a supervisor but no one came to see me. The only human thing that was done for me was to take me to my suitcase let me get the baby formula to feed my baby overnight.