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 693 reviews
4/10
3 star Skytrax Rating
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1/10

"appalling service"

(United Kingdom)

Trip Verified | Transit flight to London via Warsaw. Outbound flight delayed by 2 hours resulting in not making the connecting flight in Warsaw. Placed on an afternoon flight and ended up spending 9 hours in the airport. Ground staff rude and not willing to talk about the possibility of an earlier flight on another airline, they just passed us the boarding pass and said this is all we are offering. Roughly 25 passengers on my flight stranded in Warsaw with connecting flights to Germany, Brussels and the UK. Just an unreliable airline. Having sent in the complaint 3 weeks ago, still no reply. As for their business class, food substandard, seat not so comfortable, leg room definitely not like other star alliance airlines. As a gold member, I am surprised star alliance lets them get away with this appalling service.
Type Of TravellerBusiness
Seat TypeBusiness Class
RouteWarsaw to London
Date FlownJanuary 2019
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
10/10

"premium economy is a gem"

(Croatia)

Trip Verified | Venice to Singapore via Warsaw. I know that this is not a perfect airline with so many cancellations and delays everybody is speaking about. I guess I was lucky as my flights were not cancelled. They were delayed but fortunately not enough to miss my connection. If have I travelled economy or business, my experience probably would have been similar to others here, somewhere between mediocre to bad. But their premium economy is a gem! Something really special, probably the best product of their kind! Much better than other bigger and more famous airlines. The seat is wide and comfortable in 2-3-2 configuration compared to economy 3-3-3; with good recline, legrests and foot rests, the cabin and lavatories impeccable. The food and beverage service excellent. Everything very elegantly presented with real cuttlery, china and different real glasses according to the drink. From welcome prosecco, aperitifs, wine to coffee or tea or midnight glass of water not even once was the plastic cup used! The meal is substantial and well presented. cabin crew nice, on par with other european airlines. On demand inflight entertainment similar to others, nothing to complain.The only exception are the cheap earphones which definitely should be changed. And one particular thing, probably unique to LOT: they have premium class even on connecting european flights: last row of business, in front of the curtain with service level slightly below business but you still get a very nice meal and a choice of drinks. With premium you feel special during the whole trip, not just on intercontinental flight. My trip from Venice to Singapore via Warsaw and back was memorable And I would definitely fly with them again
AircraftBoeing 787 / E70
Type Of TravellerFamily Leisure
Seat TypePremium Economy
RouteVenice to Singapore via Warsaw
Date FlownJanuary 2019
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes
1/10

"The seat was terrible"

(United States)

Trip Verified | This is one of the worst flights I have taken. I upgraded to business class since this flight was operated by Air Italy and they dont have premium economy so I wanted to get the extra space and sleep. The seat was terrible! There was no flat bed on the plane. My inflight entertainment didnt even work. The staff were all from Air Italy. Meals were terrible, food was not edible. Drinks were barely available. Everything I wanted was not offered, they told me these drinks are "sold out". I couldn't even sleep on this flight. The dessert was only fruit. I am very disappointed. LOT is the worst airline in Europe. The flight was delayed by 2 hrs for no reason. I dont know why you would pay to fly in Business if the service is like with Ryanair. One of the worst flights I have taken in business class. Thanks LOT for the disappointment.
AircraftA330
Type Of TravellerSolo Leisure
Seat TypeBusiness Class
RouteNew York City to Warsaw
Date FlownDecember 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
2/10

"Economy class is horrible"

(Canada)

Trip Verified | Moscow to Toronto via Warsaw. Economy class is horrible, seats are very uncomfortable, food is horrible. Flight attendants unfriendly. Moreover, I missed my first flight because they couldn’t for some reason to print my boarding pass and they made me to buy a completely new ticket. I had the worst experience. Avoid them at any cost!
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteMoscow to Toronto via Warsaw
Date FlownJanuary 2019
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
9/10

"Service onboard was relatively poor"

(France)

Trip Verified | Warsaw to Brussels on the new B737 Max 8. The flight was slightly delayed, but it wasn't a problem for me. Aircraft B737 Max 8 (SP-LVD) has high ceilings and was clean. Leg room was comparable to other major carriers. Service onboard was relatively poor (chocolate bar and water, tea, coffee), but it was only 2h flight. I would fly LOT again if any chance and I recommend it to other passengers.
AircraftBoeing 737 Max 8
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteWarsaw to Brussels
Date FlownJanuary 2019
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
yes
8/10

"Service on board was poor"

(Poland)

Trip Verified | Warsaw to Gdansk. This flight was a part of flight from Dubai (first leg fro Dubai to Warsaw was operated by Emirates). After leaving Emirates plane I was heading to pass control which was surprisingly fast, all counters was opened but automated gates was closed. However after passing pass control there is only two lines for security screening, which was quite long already. I found it's easier to go outside, reprint boarding pass outside in the check-in counter and pass security control from check-in area directly. After doing this I stayed in Polonez lounge which is very comfortable and well provided with good food. Boarding started on time however after we board the plane we had to wait for other transfer passengers which delay my flight for around 30 minutes. Service on board was poor but enough for 30 minutes flight. My luggage was transfered from Dubai, passed to LOT in Warsaw and reached safely final destination in Gdańsk without any problems.
AircraftEMB-175
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteWarsaw to Gdansk
Date FlownJanuary 2019
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
yes
8/10

"gone without any surprises"

(Poland)

Trip Verified | Flying by LOT from Tallin to Gdańsk through Warsaw. I've made Online checkin so at the airport I had only to drop my luggage and print boarding passes. Airport security went very fast due to access to fast track (but in normal queue also wasn't many people waiting). Lounge was located next to the entrance to duty free area. Before boarding ground staff had to travel between boarding deck and a plane which makes cold wind come inside terminal and cause everybody start to freeze. However we start boarding as soon as possible (just 10 minutes after scheduled time). First flight was operated by Estonian airline Nordica. Service onboard was poor (chocolate bar and water, coffee or tea like on all LOT flights). Crew on ground and on board was very friendly (All Estonians I've meet was very nice). All trip to Warsaw and next part to Gdańsk was gone without any surprises and my luggage arrived on time.
AircraftCRJ-700 / Q400-NG
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteTallinn to Gdansk via Warsaw
Date FlownDecember 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
yes
2/10

"such a terrible airline"

(Turkey)

Trip Verified | Warsaw to Gdansk. I have never seen such a terrible airline. Due to a funny partial strike, I have waited at airport for 3 hours. No announcement about strike, some ground personnel walking around and speaking in Polish. Finally they take us to a bus stand by walking. Then we waited a bus. Bus arrived after 40 minutes. We arrived at Gdansk Airport which is closed and there were no bus, taxi in the vicinity. LOT evn could not think how we can reach the city center at 5 o'clock in the morning when thay dropped us at the airport. I have informed LOT about this situation and they give an answer after 20 days. Thy were just defending themselves with unbelievable stories. I have repeated my claim and they have repeated their unbelivable and nonsense claims. There is no any polite word in their response even a word of excuse. I think they dont deploy suitable personnel in their customer service. As far as concerning LOT, you cannot find quality control and a clever organization may work in crises managment skills. So, I will advise everybody not to fly LOT Airlines. Ther are many other airlines flying to Poland and you must prefer one of them but nver LOT. But if you have time to spend airports and intercity bus travel you can prefer LOT.
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteWarsaw to Gdansk
Date FlownOctober 2018
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"Absolutely horrible experience"

(Canada)

Trip Verified | Toronto to Warsaw. Absolutely horrible experience - avoid at all costs, for the sake of your work, life, and sanity! Flight was cancelled 2 days before the original date. No reason was given, just a simple text message from the airline saying, “LOT informs: flight LO046 on 05JAN19 was cancelled. Contact us: in Poland +48225777755; other countries-check lot.com. Sorry for inconvenience.“ The staff on the line were impolite and had very little empathy for the cancellation, with the nearest rebooking 2 days away. The cost of this cancellation includes missed days at work, a train connection, cost of living in another country 2 extra days, not to mention the immeasurable consequence of co-workers and supervisors who depend on me. The worst experience.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteToronto to Warsaw
Date FlownDecember 2018
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

"of course no apologies"

(Germany)

Trip Verified | Vilnius to Düsseldorf via Warsaw. I have received a short message informing that my flight will be delayed by 1 hour which means I would miss my connecting flight. I had similar experience before with other companies from the Star Alliance and always was contacted by airline representatives offering a solution to the problem. In case with LOT I had to call their call center, was waiting about 7 min till I got connected to an operator. The lady wasn’t trying to be helpful and just stated yes, you will miss your connecting flight. I had to insist proactively on the rebooking for an alternative connective flight. After timely discussions this was finally done. And of course no apologies for the inconvenience caused, seems that for LOT customers this is a standard.
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteVilnius to Düsseldorf via Warsaw
Date FlownJanuary 2019
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no