LOT Polish Airlines

✅ Trip Verified | This was my last flight with this airline. One reservation ID with 3 people there (under 1 last name) and we received seats in 3 different rows. Of course you can choose seats by paying extra money in advance but if you don't do this you will be seated in different parts of the plane. Even contact with customer care did not help. And what's more: we were not the only ones impacted by this "algorithm". Even children with parents had seats not close to each other. This was 9 hours flight.

✅ Trip Verified | Berlin to Warsaw via Delhi. Try to avoid this airline as much as possible. No proper customer care, rude staff at airport. Denied boarding at Berlin airport because of delayed check-in process (received boarding pass 40 mins before flying) and delayed security check even we arrived 3 hrs advance to the airport, due to this we missed our connecting flight to Delhi and whole booking was cancelled including return ticket. When I asked your customer support team (after 50 mins waiting time), they're simply saying just book another ticket as LOT Polish Airlines will take 7 to 30 days (sometimes much more time) to respond to customer complaints. No staff at airport to respond to customer complaints, you need to reach out to their customer service, which will take ages to connect. I never had such kind of experience with any other airlines. Sorry to say that LOT Polish Airlines is having the poor customer support/service. One of the worst airlines I ever travelled.

Not Verified | Tirana to Toronto via Warsaw. LOT is the worst company I have ever dealt with, here’s why: 1. I was planning my trip back to Ukraine from Tirana to see my parents, it takes me 40 minutes to get to the airport from the other city by taxi, which I paid 40€ for. Once the check in started and it was my turn, I was told, that they will NOT board me on the flight. Mind you, no emails were sent whatsoever. I was told to call LOT for further info, their office never answers, anytime you call you minimum will be the 45th in the queue. I had my whole route planned, my second flight from Warsaw was departing 2 hours later, my bus reservations made from Poland to Ukraine, one after another. As a compensation they gave me the worst hotel room possible, very dirty and old, and also I was called from an anonymous number and told I can pick up 250€ in their office, which I did. 2. I decided to ask about my trip with them for later on This month to Canada from Albania, I have a cat I’m taking with me, which I couldn’t register through their website, their form just doesn’t go through. It happened once before once I used their company, but I ended up just paying for my cat in their office on the day of the flight with absolutely no issue. I told them I wanted to register my cat right now (this is occurring 4 weeks before the flight, I purchased the ticket a month prior to the flight), which they told me they DONT HAVE ANY PLACES FOR ANIMALS ON BOARD ANYMORE. Despite me pleading and saying that they can take their compensation back but just let me take my cat because an extra 4 kg will not harm them, and just make an exception for me, because they completely destroyed my trip, it was pointless, and no other option was offered other than paying an extra of 600$ to upgrade to business class so I can take my cat (apparently there are places for animals there), they claimed they didn’t have any places for animals on flights till the very end of the month, and even first days of October, so no other option was available. After me saying that the form on their website doesn’t work so I couldn’t have possibly registered my cat, I was told that they have a claim section on their website I can go to… I was in total shock because so much was happening already with my trip being messed up and me having to rebook everything, (still haven’t gotten my refund for buses I canceled and had to buy new ones), and now they told me I can’t take my cat! I understand that the people working there are robots, because they deal with customers, but you have to be completely heartless if I’m saying I can’t leave my cat because there’s nobody in that country that I know and just crying because of how helpless and lost I felt. 3.I filed for a refund and landed money to buy another ticket from another company immediately, because the later it gets the more expensive are the tickets. ONE WEEK IN NO EMAIL was sent to me confirming they have received my claim, (and their website says you can’t file more than once, or they won’t look into your claim at all). I Was told that it’s not 100% that my ticket is refundable, depending on the type of the ticket I purchased, gladly it was the refundable one but still!!! How is it possible you have tickets that are non refundable if I want to return them almost a month before the flight??? It IS MY MONEY. And the amount was 600$+. I came down their office once again to ask about my refund and when I’ll be receiving it, they told me 60 days, SIXTY!!!!!!

✅ Trip Verified | I was required to go to the checkin counter to get paper boarding passes even though I was not checking bags. After waiting over an hour, I learned that the line was so long because they were telling everyone that they could not have a carryon and a personal item (they claimed that this was the airline's policy, not because the plane was full). I showed them where it said it was allowed on the website and they ignored me. We then had to repack our personal item in order to check our carryons. This was why the line was taking so long, everyone has to do this. This whole process took over an hour and a half and I got through security just before our flight started boarding (I arrived 3 hours in advance). On the first flight (Tel Aviv to Warsaw on 737-800), the cabin crew were not so nice, and for a 3.5 hour flight, they gave out options for water, sparkling water, tea, and coffee. They also gave out a large snack but didn't have a kosher option even though I ordered a kosher meal with my reservation. They then sold other products like Pepsi and potato chips that would be free on most airlines. The in flight wifi to watch movies with that could be used instead of an IFE screen (this plane did not have screens) stopped working after we pushed back from the gate. The in flight PAs were not very understandable in English. We had to wait about half an hour after we parked when we landed in order for busses to come and pick us up. Connecting through Warsaw: airport doesn't have a lot of outlets or comfy seating and you have to go through security and/or passport control. On the second flight (Warsaw to New York JFK on Boeing 787-9), the cabin crew (or at least the flight attendant primarily serving my area of the plane) was really nice. The drinks selection was again poor, but this time included a few juices and sodas, but didn't have anything like coke or sprite. The kosher meals provided were good, but there were no kosher snacks given throughout the flight. The flight attendants we're constantly offering water which was really nice, but I would've liked it if they collected garbage a bit more often because that's difficult to deal with as a window seat passenger like I was. The IFE on this flight was amazing (compared to every other IFE I've seen in my life). It was super responsive and had a large selection of movies. The TV selections were slim (for example there were some shows that they only had 4 episodes of) but I enjoyed it and didn't find it frustrating to use. Probably the most annoying thing about this flight was that they made an announcement telling us how we could buy all this duty free stuff on the plane, but the announcement took like 10 minutes and it paused our IFE screens (and we had to listen to it in Polish and English). The seat comfort was reasonable for long haul economy. Two other things to note about this flight was that the cabin crew set the windows to 50% brightness (you couldn't make it go higher) even though it was a day flight, and the USB port I used to charge my phone kept turning off for fractions of a second at a time, which was fine for me but I could see would get annoying for someone with a phone that vibrates and/or makes a sound when it starts charging. Once we arrived at the airport, the bags took around 45 minutes to show up on the baggage claim. All in all, for long haul flights, once you're on the plane it's good, but I wouldn't book again unless I'm saving thousands of dollars.

✅ Trip Verified | Flights delay, bag destroyed, poor entertainment system quality, poor selection and availability of food on board and grumpy crew. Cabin was not cleaned after each service. The cabin was completely dark even when it was a morning flight. Horrible English PAs.

✅ Trip Verified | Even though the Polish are generally hospitable, the cabin crew should keep that standard in mind when serving passengers. Being niece and empathetic, making sure that passengers are comfortable is part of the job. I was on a 9 hour long flight from Warsaw to JFK, they served drinks (non alcoholic) twice. The products do not need to be rationed. The quality of service should match the price of the tickets (not so cheap). Additionally, the tables were dirty. Overall, unfriendly and not very nice crew. The airport crew in Warsaw - fabulous though!

✅ Trip Verified | The agent provided the worst service on August 21, at Warsaw airport, Tirana Flight LO597. My carry on was overweight. She laughed, invited her coworkers to see the weight and took a picture of our luggage. They laughed at us saying it was the record, and were extremely condescending to us. Very poor service. Flew business from JFK to WAW. Informed Gabriela of my business ticket. She said you are in economy now. I hope they do better next time.

Not Verified | Due to delay at the departure airport I missed my connecting flight. After 3 hours in line to speak to the customer service, I was told that there were no flights within next two days that they could offer me. They advised that my best option was to make alternative travel arrangements by myself. I decided to take the train to reach my destination. The airline refuse to pay compensation for the delay or take any liability for the cost of alternative form of transport.

✅ Trip Verified | Terrible customer service! No way to reach them to reschedule a flight! I had a family emergency and needed to reschedule a flight. I called the airport in the country that I was visiting (Macedonia) and the local LOT representative told me that they didn't see any available tickets while I was seeing them online. I called their customer service number and it transferred me to the Polish number where it told me that I am number 80 in line. I called multiple times and the same; I waited for over an hour and I didn't even get to number 70. All of this while paying international tariff for calls! I emailed them, no response. I sent a Facebook message, no response. I called the airport in my home country, O'Hare in Chicago USA and they said there is no local representative, so they transferred me to the same Polish customer service number, clearly the same one for the whole world! Good luck getting through and ever rescheduling a flight! Good that I scheduled the flight through my bank, so my bank Chase was very helpful and able to reschedule the flight for me, otherwise I would have completely missed it (and never get my money back). I paid only $200 difference in price for the ticket (which was good for a busy period and last-minute rescheduling). Then I called the local LOT representative in the country I was visiting (Macedonia) just to check what they will say for this same ticket and they told me to pay $750 extra for the same flight (now all of a sudden they started seeing the flight in the system, but they weren't when I initially called) and asked me to pay in person which is 2 hours away from where I live and they were closing in 45 min. Bogus! Then, the flight was delayed for an hour and my connecting flight in Warsaw had only one hour layover. Good that they waited on us. Then it was chaos in the plane because they gave separate seats to couples and families although they purchased the tickets together. Lastly, I was thirsty for the most of the flight. I wasn't offered water few times like usually on flights.

✅ Trip Verified | Please save yourself and don’t ever fly LOT Polish Airlines. They have the worst customer service. My round trip to Europe started and ended in a horrible way because of them. I am used to delays and realize certain things are out of their control but the way they handle them is unacceptable. My flight out of Chicago was delayed over 6hrs and they didn’t have a gate agent there until halfway through delay to provide any info and help with re-booking, even when she came she was useless. Didn’t provide any water or snacks either and most airports concessions were closed. Same for customer service on phone, you wait 2hrs to talk to someone and when you do they are not helpful and even yell at you. Coming back to Chicago same experience, waited for baggage for 3 hours after an almost 10 hour flight with a little one and when it did not show up, can’t find any of their representatives to help out with filing a claim and tracking where it is. Also their food is in-edible and they had no regards of my sons allergies. I had called to let them know he’s allergic to tree nuts and sesame and they bring me a peanut free meal which is not helpful and they don’t even apologize or try to offer solution.