LOT Polish Airlines

✅ Trip Verified | Split to London Heathrow via Warsaw on 16th April 2025. Firstly, at Split airport, one has to check-in at the counter rather than online. This was absolutely fine and I was dealt with in a most professional and friendly manner by a member of the Split Airport staff, the young lady in question was both professional and friendly and a created a great impression of her company. Boarding was efficiently managed at Split airport and the aircraft used for the flight to Warsaw Chopin airport was an Embraer 190. The cabin-crew took security very seriously and made sure passengers complied. I saw cabin crew proactively checking the areas under seats and making sure baggage was stored away correctly. Transfer at Warsaw airport was efficient, LOT staff were on-hand to help passengers and alas my onward flight was delayed. However, they kept passengers well informed with text messages and announcements. The flight to London was on an immaculate Boeing 737max, the staff were exceptionally professional. A snack and coffee was offered. It is a shame there was no route map. I will certainly consider using this airline again should the opportunity arise.

✅ Trip Verified | London Heathrow to Split via Warsaw and I am impressed. The website was user-friendly and online check-in worked well and the airline kept me updated with text messages. I found this efficient and practical. My one gripe was a very rude woman on the check-in / bag drop. The flight check-in / bag drop off was very early in the morning. The woman in question was very abrupt towards an elderly couple ahead of me in the queue. When it came to my turn the uniformed staff member raised her voice in an unseemly manner and shouted at me to remove my printed boarding pass from the A4 plastic sleeve I had placed it in. I made it clear that her manner was not acceptable. The agent continued a private conversation with one of her colleagues and literally clicked her fingers at another customer. The woman could not communicate in a civil manner. Setting the above aside, departure from London was prompt on a clean Boeing 737-Max. Although there was no inflight entertainment, the staff worked hard, were polite, professional and multi-lingual. They served complimentary tea / coffee and a snack consisting of a bun as well as the option to purchase other items. Disembarkation and transfer at Warsaw Airport was efficient. My second flight to Split was on an Embraer 190, again the staff were superb. The flight to Split was punctual and the captain bid farewell to the passengers as they disembarked. That was a nice touch.

✅ Trip Verified |   I was quite impressed by the flight from Istanbul to Krakow, I found the plane comfortable with an adequate service and I couldn’t imagine that my return flight was a nightmare and probably the worst in my life. We arrived at Krakow airport and we found that our flight to Istanbul was just “cancelled” no information was provided- We went to LOT customer service that informed us that our flight departure was changed to Warsaw and that a bus was waiting for us to take us to the Chopina airport in 3 hours. The trip lasted almost 5 hrs and no information was provided. We headed to the check-in and we learned that they couldn’t find the luggage and the meal we ordered and paid for online so we were sent to the ticket office at 8:00 and our flight was supposed to depart around 8:30. The ticket office also informed us that there was no luggage and meal included and we had to pay for that. It took a while to convince the ticket office that we paid and there was no need to be double charged and then finally they found it. No information was given to us about the departure time and we started rushing to catch the flight. During our marathon to the gate, we learned that boarding was delayed. We got onboard and we were informed that on the flight, we were not allowed the pork sandwiches we ordered, that the electric sockets behind the seats were not working. I am surprised to see the poor management of this common situation due to bad weather in Krakow. I think it’s not unusual to find such a situation and that the airline should be already prepared for this. During this 7 hours not even a glass of water was provided to us . Today we received an email that the airline cannot refund the meals that I paid for and were not served during the flight

✅ Trip Verified | Our recent experience flying with LOT Airlines from Vilnius to Miami via Warsaw was beyond disappointing. What was supposed to be a smooth and well-planned journey turned into a frustrating and stressful ordeal due to the mismanagement and complete lack of customer care. We booked three seats, two for my husband, one for myself, an additional seat was added to ensure a comfortable journey for us and our pet. Everything seemed fine during online check-in for the first leg of our flight. However, at the airport, LOT’s staff only issued us two boarding passes and assured us that the third seat was reserved. When we boarded the plane in Warsaw, we were shocked to find that the seat we had paid for was given to another passenger. LOT’s mistake not only caused us significant discomfort but also resulted in our booking being falsely marked as a "no-show." The most frustrating part wasn’t just the mistake, it was how LOT handled it. Despite having clear proof of payment and check-in, we received no meaningful support or apology. To make matters worse, the cabin crew, while technically following procedures, lacked the most basic empathy or communication skills. No one acknowledged our distress, offered any kind of solution, or even apologized. Imagine being on a long-haul flight, having paid extra for comfort, and being completely ignored when that service was not provided. LOT Airlines may offer pet-friendly travel, but our experience proves that when things go wrong, they do not take responsibility. If you have an option to fly with another airline, take it—you’ll save yourself a lot of stress and disappointment.

✅ Trip Verified | I had a terrible experience with LOT Polish Airlines regarding my refund. I paid extra for a cancellation flexibility fee, which was supposed to allow me to cancel my flight and receive a refund. However, after canceling, LOT only refunded the taxes and completely ignored the extra fee I paid for flexibility. Despite multiple attempts to contact customer service and providing all necessary documents, they refused to return the money they owe me. Their responses were vague, unhelpful, and avoided addressing the issue directly. It feels like they are just keeping my money unfairly. I expected better from a major airline, but this experience has shown me they do not care about customer satisfaction. If you're considering flying with LOT, be very careful with their refund policies—you might end up losing your money like I did. I will not be flying with them again.

Not Verified | We flew to Delhi and only on the way back they asked us to weigh our backpacks. Apparently backpacks can only weigh 2 kg. Not only is this weight rather unreasonable, the policy of weighing backpacks is completely ridiculous. It allowed them to have us pay an additional 110€ to check in another bag. They should have at least allowed people on a return ticket to fly back the same way they came. But it’s obviously a great way to make extra money which is earning them customers who will not take more flights with them. Additionally the food is abysmal, they don’t let you choose veg or non-veg and they served us a full-on dinner at 9:30 in the morning. The second meal was a tiny hot pocket. The toilets also became incredibly disgusting after a few hours with paper running out etc.

Not Verified | I am so disappointed in the LOT Boeing 787-8 Dreamliner aircraft after this flight I just had. This was probably the most uncomfortable international flight I have ever experienced with the most uncomfortable economy seats I have ever purchased. I usually never upgrade to premium economy because so far had great experiences with basic economy with other airlines, until now. The seats were horrible. The space between the arm rest and window is merely a couple centimetres. The seats have no cushioning they are very hard, not easily reclinable. It was brutal for a 9 hour flight and I've flown 12 hours to Dubai previously in economy with amazing comfort. I always take a window seat due to my anxiety and the freedom to look out the window. I did not like the feature of the windows dimming and sealing on their own. Part of being in the window seat is to have control over the window shades for some people with anxiety to ease their comfort, and control the window shade. At some point I felt very nervous because we have no control, the cabin controls the windows on their own. Pitch black could not even see the blinking lights on the wing to ease my mind. Absolutely no wifi or no wifi feature, how suffocating it is to not have wifi and/or option to peek outside the window? How is this flying in 2024? My TV monitor was broken completely. The calibration on the monitor was not working correctly, so it was not allowing me to use the touch screen and I could not enjoy any movies entertainment or even the interactive map! Seemed so outdated and I'm disappointed I spent so much money on this flight. I would've paid almost half for other European airlines. I haven't flown with LOT in over 10 years, usually Lufthansa and I have it another chance. I frequently visit family in Poland every year, this was disappointing with Polish airlines being more expensive than Lufthansa and the experiences I had. Small detail coffee was cold and watery, fighting with bathroom doors to open correctly, but my main focus is the big details I mentioned above, this was not a comfortable flight. Very very disappointed and will never recommend.

Not Verified | Flight was delayed with no explanations, couldn’t make the connection in Warsaw! They also change rules on the spot about luggages and staff are rude! Avoid them at all costs!

✅ Trip Verified | First and last time traveling with them. The crew looked miserable. My 70 year old mother was sitting in the aisle seat and they kept running into her seat with the cart and no apology. Her seat couldnt even recline. The food trays were very slippery and multiple people around us ended up spilling food. On board entertainment is bad. The seats are so so uncomfortable, there is no room. Overall just dissapointed. By the time the food was delivered to our section there was only one option. Will not fly with them again.

✅ Trip Verified | Was surprised how good it was. Very nice and smiling crew, bed quite comfortable, good choice of drinks. Did not really like the gluten free option as I got the same meal twice. Ground service was a disaster!