LOT Polish Airlines

Customer Reviews

3 star Skytrax Rating
Food & Beverages 12345
Inflight Entertainment 12345
Seat Comfort 12345
Staff Service 12345
Value for Money 12345
Customer rating from 573 reviews
5/10
3 star Skytrax Rating
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10/10

"Will definitely fly them again"

(Netherlands)

Trip Verified | Much better than other airlines, especially western European ones. I was very worried reading skytrax reviews before flying LOT, but was pleasantly surprised by the quality of service, flight, on-time arrival and overall experience. Amazing value for money that saves at least 50% comparable to other airlines fares. Price includes 2 carry-ons: regular cabin trolley and accessory which can even be a backpack. No weigh-in or measurement at the gate, extremely friendly ground service. On-board service similar to other airlines: free snack, water, coffee and tea. No free alcohol or soft drinks, so overall a much healthier choice. Staff are extremely polite and friendly, one of the best in Europe, I don't understand the unfair hate they get. Excellent covid measurements: sanitary wipes, disinfected seats, table and toilets. Smooth flight, excellent pilots. Planes are quite new compared to other airlines. Will definitely fly them again.
AircraftEmbraer 190/175
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteAmsterdam to Bucharest via Warsaw
Date FlownDecember 2021
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
yes
1/10

"made me miss my connecting flight"

(United States)

Trip Verified | Never again. They delayed our flight for an hour and a half. This made me miss my connecting flight by 15 minutes. Then we waited for another 30 minutes to deplane. Extremely poorly organized. The connecting flight left half empty. Now direct flight that was supposed to last 1.5 hrs, will have yet another layover and will last 6 hours. Warsaw airport matches their airline. Staff is very unprofessional in terms of never looking at customers and never apologizing to any of us. But before we even get to talk to staff, we waited in line for an hour while staff chatted with each other. It's not like they had 8 hours in flight time plus 1.5 hours deleted time to figure this all out You have a long way to go LOT.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteChicago to Belgrade via Warsaw
Date FlownDecember 2021
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
1/10

"guaranteed 100% disappointment"

(Romania)

Not Verified | This is by far the worst airline I have ever flown with. My first flight was severely delayed, and the second flight decided not to wait for the transit passengers. I managed to make it onto the second flight, my luggage did not. After repeatedly calling Lot to sort out my luggage, I was met with the most rude and disrespectful staff ever. Also, I had to pay an extra 180 USD to come pick up my own luggage at the airport after cancelled flights and severe delays. Food in business was mediocre at best, and staff is generally rude. Worst airline in existence, if you wish to have an experience from hell, by all means book this airline. You will be guaranteed 100% disappointment and your anger will be tested to its limit. Currently waiting at the airport to receive my luggage, jet lagged and about to pass out.
Type Of TravellerBusiness
Seat TypeBusiness Class
RouteBucharest to Newark via Warsaw
Date FlownDecember 2021
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
1/10

"not enforcing Covid face mask mandate"

(Germany)

Trip Verified | Cabin crew not enforcing Covid face mask mandate at all. Passengers are not wearing their mask, the passenger sitting directly behind me is frequently not wearing his mask and even coughing. Covid test results are not checked at all before boarding. First and last time. Should have chosen Lufthansa.
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteFrankfurt to Warsaw
Date FlownDecember 2021
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"This company is not to be trusted"

(United States)

Trip Verified | I recently had to fly to Poland to assist my mom in an emergency medical situation. She needed lifesaving surgery and the health care system in Poland was unable to provide it. I arranged an emergency visa for her to fly to the US (where I reside) to receive the medical care. LOT airlines insisted that my mom buy a round trip ticket. I consented since we didn’t have the time to argue the point. I purchased round trip BUSINESS FULL FLEX round trip (which assures rebooking free of charge and refund free of charge!). My mom received the surgery but due to overwhelming complications she passed away. I contacted LOT and explained the situation and as requested I provided the corroborating documents even to the headquarters in Poland! After a reasonable period having received no credit refund I called them and was assured the refund was forthcoming. It is now 4 months later and I have received no refund for more than $2,500 and not even a call/email back! Not only must I deal with the painful loss of my mother but now I have to deal with their incompetence. They agreed to the refund they just failed to make it. This company is not to be trusted. I will never fly the airline again!
Type Of TravellerBusiness
Seat TypeBusiness Class
RouteWarsaw to New York
Date FlownAugust 2021
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
1/10

"no one at check it in Kiev"

(Bulgaria)

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!
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteKiev to Warsaw
Date FlownDecember 2021
Ground Service 12345
Value For Money 12345
no
1/10

"told me that I'll get a full refund"

(Ukraine)

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.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteKyiv to Warsaw via Miami
Date FlownAugust 2021
Ground Service 12345
Value For Money 12345
no
1/10

"incompetent and unprofessional"

(Canada)

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.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteToronto to Warsaw
Date FlownNovember 2021
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
1/10

"I missed my flight"

(Germany)

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.
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteDüsseldorf to Rzeszow via Warsaw
Date FlownOctober 2021
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
1/10

"recommend avoid using them"

(Ukraine)

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.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteLviv to Warsaw
Date FlownOctober 2021
Value For Money 12345
no