Reviews

Never ever again use Lot Polish Airlines!I had round trip connecting flight from ** ****** last and I got very sick from the food on the flight, (i was still sick from it a week later) so since the first stop was in ****** about 3 hour drive to my final destination, my friend told me to get out of the airport and rest a little in a hotel and he will pick me up from there to my final destination,so I did like he said and after 5 hours when I felt a little better he came to pick me up to my final destination, when I went back home to **, I went to the airport to check in, and they told me that my ticket is canceled, because I didn't show up on the connecting flight on the first way, because I was sick from the first flight so they told me that they can't do anything now and since it's on the ****************** of the airline (I never knew that you have hire a lawyer when you purchase an airline ticket and read the small letters) if I want to get home I need to purchase a new ticket and I should contact the airline when I get home and they will refund me so purchased a new ticket and when I arrived home I contacted the airline and they told me that the ticket is non refundable, and they are playing around with me the last few days with their disgusting attitude, after getting sick from the food they served they don't care and giving me the feeling that I didn't follow the rules of the airline and Im the defendant.

Our reference: RP/8689/24/AP Dear Mr Gross, In reference to your letter of complaint, we would like to advise you again that we were sorry to hear that your journey with our airlines did not go according to plans. Kindly be advised that the terms and conditions regarding your journey can be found in Article 3.3 of the General Conditions of Carriage, which every passenger is required to read and accept while purchasing the ticket: https://www.lot.com/pl/en/regulations/conditions-of-carriage. The information about the fare conditions is also shown on the screen while the passenger is selecting the travel class. In light of the above, we are unfortunately unable to accede to your request. A partial refund of unused taxes can be obtained from the issuer of the ticket. We would also like to reiterate that according to our reports you did not inform our crew or handling agent about any issues with food served on board or any medical conditions you experienced, so that your situation could have been reviewed. Please also note that there were no reports from other passengers regarding the food quality. Despite this situation, we hope that your future air travels are entirely to your satisfaction. Yours sincerely, Passenger Claims Section

LOT Airlines makes FRAUDLENT business when selling higher-cost tickets with the option of free rebooking. They confirmed the type of ticket I paid for ******************* It was $200 more than the type without free rebooking. At the time of buying **************** (including today) the website offers free rebooking. But now my fare conditions specify that I have to pay for the rebooking. The information at the time of the purchase doesn't match the conditions after the payment. I never ageed to the conditions of the higher cost and the absence of the promised service. Also, the website suggests changing the ticket to a voucher if it was purchased before Oct 4th, 2023. In fact, my ticket purchased on September 29, 2023 cannot be converted to voucher.

Our reference: RP/55294/23/ILS Dear ****************,In response to your review, please provide us with a ticket or booking reference number to which your complaint referes to, since we cannot find in our system any ticket under your name issued on 29 September 2023.As soon as we receive requested information, we shall investigate your complaint and respond accordingly.Yours faithfully,*********************************** Specialist Passenger Claims Section

My 8 year old daughter flew from ****** to *** with paid LOT assistance. I was supposed to pick her up and 2 hours later we had a flight to ************* where we live. ****** arrived on time but for some reasons it took 90 min! for my child and a stewardess to get to exit gate. During that time no one has contacted me. I called LOT and after being on hold for 25 min I was told that my cell phone number they had was not correct. It was a lie. When stewardess delivered finally my child, she gave me a form to sign where there was my correct! phone number. When I asked her why they did not call me she said they did not have time. My child was supposed to be in a wheelchair due to stitches in her foot. The form had a wheelchair order on it. My daughter instead was walking and never got a wheelchair! This qualifies for a lawyer. She had a doctors order to not walk too much on that foot! Whats even more scary it that another parent who was on that flight came to me and said that the childcare on the flight was not good! My daughter was crying and said she was separated with a friend sitting next to her, even if they both asked to sit together and there were extra seats! She had a cellphone with her. My mother asked stewardess in ****** to help my daughter connect to internet at the airport. My daughter reported that the crew refused to charge her phone, claiming electrical plug is too far at the airport in ****** and that on the plane they cant charge it. The suitcase had broken leg and my daughter lost her cat toy. We missed our next flight. I called LOT multiple times asking for help like a hotel voucher. It was already 11 pm! I received no help. I was told to find LOT desk at ***. We had to walk again 3 terminals trying to find LOT desk. They were closed! I am currently at the hotel which I found myself, waiting for morning flight. I am missing a day at work and my daughter a day at school. I will never fly with LOT again.

We kindly inform you that we have received a complaint with the same content from a passenger. After clarifying the matter, our .Complaints Resolution Official. will contact directly to the passenger.

Reservation # 4MU84Y. 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 companys 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 and acts like a G-d 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!

Dear ********************, In reply to your complaint, we apologise for all the inconvenience that you experienced due to described situation. We are sorry for any distress caused by the occurrence. We would like to thank you for taking your time to write and make us aware of your impressions. We place the highest value upon customer feedback as it enables us to evaluate our business from the customers viewpoint.We are extremely sorry to learn that you are dissatisfied with our service. Please rest assured that we consider customer satisfaction to be a basic determinant of business success and constructive passenger feedback helps us to continually improve our service. Therefore, all your comments have been passed on to the heads of the respective departments. We do hope that despite your negative opinion, you will give us the opportunity of welcoming you aboard LOT Polish Airlines again. Yours respectfully, Passenger Claims Section