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

"cannot recommend this airline"

(United States)

Trip Verified | Krakow to Prague via Warsaw. Cannot recommend this airline! After being delayed leaving Krakow for Warsaw, we were not sure that we would make our connection. We got to Warsaw, sprinted through the terminal to catch our connection to Prague and then had to wait 20 minutes for the bus to come take us to the plane. We thought we were in the clear! Arriving into Prague, we realized that our bags did not make it. Went to the baggage office where there was a line of people from our flight. Filed a claim and was told to call the number the next day. We called, waited, called, had the hotel concierge call, and nobody from the Prague airport answered the phone, impossible to get through to LOT. Their social media team is useless. Used an international call to try to get answers only to be told that I needed to call a different number (they ended up giving me a fax number instead of a phone number). Long story short, I called my credit card company and their emergency travel assist has taken over calling the airline and waiting on hold on my behalf. Filed the report of missing baggage and for reimbursement and was told it will take 4 weeks to process. It has now been 7 full days I haven't gotten any information on the status of my bags or even an email from the airline. How is it even possible for an airline to be THIS bad in 2018? I will never fly LOT again and have to question how they are still members of Star Alliance.
AircraftE190 / Q-400
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteKrakow to Prague via Warsaw
Date FlownJuly 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
1/10

"absolutely terrible airline"

(Poland)

Not Verified | Gdansk to Moscow via Warsaw. This is an absolutely terrible airline. First, they are never on time. Second, customer support is non-existent - impossible to reach out unless you are ok to sit on the phone for 2 hours on international tarif. Third, I’m sitting in Moscow without my luggage for 3 days already and all the can tell me is it is in a Warsaw in some distribution center and they don’t know when it will be sent.
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteGdansk to Moscow via Warsaw
Date FlownAugust 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
3/10

"support is poor or nonexistent"

(Canada)

Trip Verified | Oslo to Toronto via Warsaw. LOT client support is poor or nonexistent. Due to delayed departure from Oslo we had a 10 min run to catch Toronto flight in Warsaw. As expected the luggage didn't arrived in Toronto and we made the standard claim - After one week, there is no update on the claim on the system - Emailed LOT for info, automated response was wait 4 weeks for an answer!? - Called LOT Canada, the agent doesn't have access to tracking system, no idea of the process for delayed / lost luggage. An airline has the obligation to transport passengers and their belongings safely. I understand delays, but lack of consideration is not tolerable.
AircraftBoeing 787
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteOslo to Toronto via Warsaw
Date FlownJuly 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
1/10

"worst customer service ever"

(Switzerland)

Trip Verified | Zurich to Tbilisi via Warsaw. When we arrived in Tbilisi our baggage was lost. When we were queuing at the lost and found desk we recognized that we were not the only ones. Around 60!! other persons of this flight were missing their luggage! Nobody of the airline was caring at all about this and we got no answer on phone, via email and facebook. That’s the worst customer service ever and I think it’s a shame that they are member of star alliance. Can’t recommend LOT at all. Still waiting for luggage and news.
Type Of TravellerCouple Leisure
Seat TypePremium Economy
RouteZurich to Tbilisi via Warsaw
Date FlownAugust 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

"experience is the worst"

(Ukraine)

Trip Verified | Geneva to Lviv via Warsaw. The experience I had with LOT services is the worst I had because their people do not know how to provide a services! I had a case with lost luggage and there was no one there to help me, they just to not care. I arrived in my city at night and find out that they lost my bag, no one was in their office, only supervisor who is a polish speaker (I arrived in Ukraine and not supposed to speak Polish there). He told me go home and register my claim in internet - he finally registered my claim. I called in LOT next day and no one is even picking up the phone. If you do not know how to provide a services in good but more important bad situation - go bankrupt, really. Would never fly with LOT.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteGeneva to Lviv via Warsaw
Date FlownJuly 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

"Very unprofessional!"

(Australia)

Trip Verified | Krakow to Ljubljana via Warsaw. Flight was good and staff were good but they lost my bags for over 4 days and did not contact me in anyway shape or form to let me know the progress of my bags being found unless I reached out and asked a question. Then when they found it they rang my hostel to tell them that it was at a hotel 500m down the road and I had to hurry and pick it up myself. Also they've offered me only 100$ US as compensation even though I spent more. 100$ US to get clothes for more than 4 days. Very unprofessional!
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteKrakow to Ljubljana via Warsaw
Date FlownJuly 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
yes
2/10

"avoid this airline"

(Poland)

Trip Verified | Luxembourg to Gdansk via Warsaw. I am frequent traveller on Lot, the service was nice 10 year go. Unfortunatly from beginning of 2018, delays became the norm. I am not talking here 15min rather over 45min. Last week I flew back from London, with one hour delay and at landing not a word from the flight deck. I am now stuck in Luxembourg, I just saw on flightradar that the inbound flight will be delayed by 1h30 - so no chance to catch my connection. In one word, avoid this airline if you want to make it on time, there are plenty of cheaper and better airlines flying to Poland.
AircraftE180
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteLuxembourg to Gdansk via Warsaw
Date FlownJuly 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
6/10

"a way to go for LOT"

(Germany)

Trip Verified | Singapore to Warsaw. Flew LOT polish airlines a couple of times on long haul flights from Munich to Asia or to north America with a transit in Warsaw. It is still a way to go for LOT. First, there is no LOT own lounges for intercontinental flights in Warsaw Airport. Generally the service makes you guess that LOT has a public background and not a customer-focused one. The service in the cabin is not professional enough. There are two types of cabin crew, the old stewardess who does not really give a damn about the customers and prefers to play with her smart phone and the young stewardess who really wants to focus on customers but do not have good role models and end up just too hectic. It is arbitrary if you got offered a drink, or a meal, or if you got all components of your meal at the same time. Too bad. the quality of meals in the cabin is however excellent.
AircraftBoeing 787
Type Of TravellerBusiness
Seat TypeBusiness Class
RouteSingapore to Warsaw
Date FlownJune 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

"never fly with this airline"

(United States)

Trip Verified | Chicago to Warsaw. Terrible, huge mistake! My mother flew in May, my husband flew June, I am flying July, all flights had delays with 1 hour or over. All of missed connecting flights, my mother spent 7 hours with a baby in hands at the airport, my and my husband both rerouted in order to manage to get to Bulgaria. Our family will never fly with this airline.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteChicago to Warsaw
Date FlownJuly 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

"One of the worst flights"

(France)

Trip Verified | Paris CDG to Warsaw. One of the worst flights ever. Check in opened barely one hour before departure. Departure was delayed and in a tiny boarding room with barely any shops. We took off almost one hour late. During the flight the attendants had barely gone halfway through the plane and there was no food left to serve (too bad for a flight scheduled for lunch time). Baggage claim was terrible and took us almost 1h to have our bags delivered. Avoid this company and airport if you can.
AircraftBoeing 737-800
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteParis CDG to Warsaw
Date FlownJuly 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no