LOT Polish Airlines

✅ Trip Verified | Flew out of Krakow July 29. Checked in with baggage. Courteous and professional desk staff, airplane crews and gate agents. Never flown on an Embraer and was impressed with the leg room and cabin comfort. Departed on time and arrived on time. Baggage made it to Warsaw and then Heathrow with no issues. Understanding the past issues with the MAX, I have to say that this plane was still a disappointment. Not impressed at all with the features of the aircraft. Warm ventilated overhead air, curve of the window seat seems excessive, etc. This plane type is overrated in my opinion. However, the staff and punctuality of the flights overcame those issues. I will have no issue flying LOT over the low cost carriers in Central Europe if needed. Legacy airlines may cost a little more, but thats made up by the positive experience of the flights you take with them.

✅ Trip Verified | My 15 years old son was traveling solo, so he had "Unaccompanied Minor-Request for Carriage" forms with him as requested by LOT (on all flights). 1. Nobody requested these forms at all, he was allowed to leave the terminal without LOT staff checking who is picking him up. Makes that form sort of useless, so I wonder why is it required in the first place. 2. On his return flight from Katowice to Gdansk, he was supposed to transfer in Warsaw. Katowice flight was delayed 15 min. and as a result he BARELY made the Gdansk flight-meaning that the gate was being closed when he made it. My question is, since I bought this ticket as one purchase (not separate flight Katowice-Warsaw, Warsaw-Gdansk) shouldn't LOT consider that earlier flight is late and wait 5 min for him? Especially that he is a MINOR? This was very stressful situation for us and him. Wonder what would have happened to him had he missed that flight?

✅ Trip Verified | This company is very sketchy and has deceiving practices! Once they took your money - you lost it no matter what. Beware: don't request your refund to be processed through online- there is a trick they don't tell to people about - under "terms and conditions" in fine print it states that you grant them "full amount" and you agree to that. I called their customer service to book a ticket in April 2023 for my 75 y.o. mother and I asked them about refund policy - customer service rep. guided me to the web page and confirmed there is $200 penalty for international flights - economy class. I purchased a ticket for my mother amount of $650 in April 2023. Flight was for June 3 2023. April 30th my mother got into the hospital and May 1st I immediately called Polish airlines to cancel ticket I booked for June 3 2023. LOT Polish Airline agent said I need to go online and complete refund form - which I did. In 10 days I received a refund for 37$ out of $650. It was ridiculous and I called them multiple times, they laughed at me saying that there is nothing they can do and won't even give me a voucher!

Not Verified | I really don't know how or why they got these terrible reviews, I fly domestically in the US on mostly discount airlines and have not flown to Europe since the commies ran the show. I hate to spend more than I have to and I got a great price, then my wife read these reviews the day before we left and terrified both of us. Here is what I experienced. Wonderful, friendly and attentive staff. As soon as we were up flying, they were on their feet getting drinks, towels, ear buds, and food service going. Also came through the cabin several times with water and snacks. I paid the extra $75 for the bulkhead seats, worth every penny. I stand 6'3" and weigh close to 300lbs. They could have been wider, but due to the bulkhead, that had to have the hard, not movable dividers. The space was sufficient. Food was pretty good, this is an airplane, not Morton's steakhouse. Some peoples expectations are ridiculous. Helpful staff jumped to clean, pick up, wipe down and help passengers at every turn, even saw one flight attendant sit down and chat with a young child while her mother was in the restroom. When mom was out, she was back on her feet working. The plan was spotless, with pillows and blankets neatly placed, it was a fairly new plane, left on time, arrived on time. Down side, No WiFi, with no explanation, Movie and TV selection was mediocre at best BUT it is 2023, so download what you want to watch and you will be fine.

✅ Trip Verified | LOT is the worst airline I have ever used in my life. They called me 2 days before the flight and forced me to reschedule it for a second time in two weeks. Suddenly they could not accommodate my paid dog and did not call me back despite my cooperation and giving them a choice of days to fly in and out. Representatives are not trained to the level where they understand questions and procedures or they do not know the company’s rules. They cannot escalate any question to anybody who may solve the problem; it is restricted by their rules. So, the person you are talking to every time is new with limited understanding and abilities to solve a problem. They do not keep logs of conversations with customers and cannot forward info to the upper management team. Customer support looks like it is a third-world company. I warn you not to use LOT!

✅ Trip Verified | I had a round flight from Toronto to Yerevan by LOT. They were carrying tires with travelers' baggage. Once I get to Yerevan and was waiting for my baggage, I saw more than 30 tires came out on the surface in between of our baggage. My baggage was broken badly. When I sent a complain via form, they sent me an email that because you passed 7 days you are not eligible for complain. Their staff do not care about you and no one passes the aisles during the flight and literally you cannot find anyone to request something! That was the most terrible experience I have had ever!

✅ Trip Verified | I have been flying for 50 years and experienced my worst airline episode in May on LOT Polish Airlines. On check-in I had seats 2AC and the young lady changed to 2DF, I complained and she called over a supervisor who said I booked on United.com and she could not change. I showed the email with seats from LOT and no help. Then I go the boarding pass with TSA precheck. I could see fast track on it. I asked at security and they said fast track not recognized here needs to say TSA precheck so strike 2 as I got into the much longer line. Next, I get to the gate and no markings anywhere on business class. So I ask and they say over there somewhere so when we line up all econ jump in front #3. False alarm as now will be 45 minutes late boarding late arrival. After that another 45 minutes wait on maintenance. That passes and no announcement. After people complain then another hour delay. This went on for 5 hours with little communication, strike 4. I had a 4 hour connection so went to the counter and waited an hour for them to tell me they can’t change as I booked on United.com. Strike 5. Finally the say they can’t fix it and to go get your bags back and come back tomorrow and give the wrong directions and carousel number strike 5. I canceled my ticket at that point. But United customer service agents had to insist with a LOT supervisor to get that done strike 6. United agents were great. It turns out the incompetent ground staff work for a LAX contractor not LOT. Btw the plane was scheduled for noon the next day and took off 6 hours late.

Not Verified | VERY expensive with minimal service. For price to fly to the USA - 800$ for 4 hours flight - with NO seats, NO luggage, NO meal Terrible offer! I just had to take them due to schedule

✅ Trip Verified | A very nondescript airline, colorless, tasteless and forgettable. The cabin crew were busy with themselves mostly, didn't care for the passengers. Entertainment was outdated and had a very limited selection (mostly cheap and popular shows and movies). Food was an outrage, heavy on potato salads and fatty beef with gravy. Timetables seemed to be superfluous and delays were rife. I will not fly LOT again.

✅ Trip Verified | I was traveling with my wife and 1.5-year-old baby. They delayed our flight by 30-minute increments, and never gave us a reason why. The original departure was supposed to be 4:30PM. At 9 PM, after 10 delays and 5 hours of waiting at the gate, they told us the plane would only leave the next day at noon / 12PM. We didn't stand in line for the complimentary hotel because we could stay at our friends close to the airport, but the people told us next day that it took 3+ hours, or until midnight. The following day at 9AM when we checked in they gave us food vouchers but none of the restaurants accepted it. We never asked for food vouchers so this seemed like such a strange thing to make us even more irritated. The plane was set to leave at noon / 12PM but they kept delaying the flight again by 30-minute increments and we were close to rebooking to another flight (where the customer service rep said that they probably won't reimburse us for), but then they finally announced at 4PM that we're ready to board. After sitting for an extra 2 hours on the plane, we finally departed at 6PM. We arrived at our destination 24 hours late. A minor irritant: We asked to have our carry-on baggage checked in because we were with a baby and it's easier to traverse the airport without having to tow that around. The first day they said they won't because the plane isn't full. At the check-in gate an hour later I asked if the plane isn't full could they perhaps secure a whole row (3 seats) for my family so the baby could possibly sleep between us. There they said the plane is full. The following day when we checked in again we asked if they could check in our carry-ons as well and they did so, no questions asked. So the first day someone was either lying or just not willing to even try to help out. I called customer service when we got in to see if we could have our return flight changed to a week later and they said that they can only change it to a day later per policy, because that's how much the plane was delayed. But, the day later date had a 16-hour layover vs our original 2-hour layover so they offered to shorten our trip by a day if we'd like. And to make matters even more mind-boggling I checked online and the 1-day later flight was actually more expensive then the 1-week later flight. They'd give me a more expensive return flight because their policy doesn't let them give me a flight that's further out than the delay we experienced. Other irritant: None of the tv remotes worked on the transatlantic flight, so I couldn't even turn on the light or do anything with it really. Final irritant: The seat I sat in reclined but didn't stay there. So every time I leaned forward to get my book or grab a drink, it came with me, and then I had to recline it again, irritating the person sitting behind me. All of this with a baby in tow. He was surprisingly patient though, more patient than a lot of the other travelers, also slept through the whole flight in the end! So anyway, worst trip ever on LOT's part. And then customer service couldn't even give me a different return flight (apart from one with a 16 hour layover instead of our original 2 hour) after a 24 hour delay. All this for $2,700 USD. I'll do my best to never book LOT again.