✅ Trip Verified
| Chicago to Warsaw. LOT has the worst customer service. We couldn't make our June 25th ORD to WAW flight and called LOT's customer service before the flight left to rebook for the next day. After waiting on hold for at least 40 minutes, our June 25th flight departed and LOT automatically cancelled our flights. LOT's customer service then said they could not rebook since our reservations were through a travel agency and the agency would have to do it. They also stated the LOT ORD ticket counter could help us the next day. So on June 26th, we were the first in-line and was given to the ORD supervisor. After doing some research, the supervisor said he could rebook us on the 5:30 pm flight that day for an extra charge of about $500/person due to change fees and fare difference (we had 5 people so $2500 in total). We agreed then waited at least an hour before the supervisor came from the LOT back room and ultimately said the 5:30 pm flights were no longer available but he could book us on the 9:30 pm flights for the same $2500 extra charge. We agreed then waited another 1-2 hours before the supervisor came from the back room saying the 9:30 pm flights were only available to us at full fares for 4 Economy and 1 Premium ($7300 in total) since he had to create new one-way reservations to keep the return flights in tact. At that point, we had no choice but to pay $7300. By the time BB made our new reservations, we were the last people waiting at the LOT ORD ticket counter or 5 hours later. We are very disappointed and angry at LOT and the supervisor for our $4800 in extra cost and time, and LOT's ineffective and inflexible processes and poor handling of a common airline situation. I've traveled many times over the years for business both domestically and internationally and LOT has the worst customer service and inefficient process/ systems. To top it off, LOT didn't respond to my formal complaint submitted via their website until I filed a complaint with the US BBB.