LOT Polish Airlines Anmeldelser 

Paid for an upgrade which wasn’t given. Impossible to contact for a refund. Filled in online forms but no response. Totally inefficient. Waited over 3 hours on online chat for an agent, finally a BOT directed me to the online complaints form which does not work. Never again they are a disgrace

Lot odwołany,brak jakichkolwiek informacji brak hotelu, następny lot opóźniony. Ominąć szerokim łukiem

Jeg har fløjet med LOT tur/retur med en mellemlanding. Der har været en super service om bord, smilende personale og gratis forsikring. Desuden blev jeg opdateret om gate m.m. gennem mail. Jeg har kun rosende ord om selskabet og anbefaler det på det højeste!

Beware of some, in my opinion, potentiality fraudulent business practices of LOT (read the full story of my bad experience):
- The check-in for my LOT Bydgoszcz -> Warsaw flight closed 120 minutes before departure—without a heads-up!
- (Less than 120 minutes before departure, they were generous enough to send a seat upgrade offer but not enough to allow a check-in).
- To me, that’s absurd, given that checking in is just a formality of like 5 taps/clicks if you only have a carry-on.
- I arrived at the airport 90 minutes before departure. But there was no staff at the desk, and the displays there said that check-in had closed.
- After I bought a train ticket with the plan to at least return by plane, they also canceled my return flight! What’s the legal basis for canceling someone’s flight against their will, against their intention to fly on the first route, and without a refund?
- And to cancel the cancellation, I called customer service, but they said that, for that, they would request a fee almost twice as high as the cost of simply buying a second ticket for the same flight!
- I’m seriously considering notifying the consumer protection office in Poland—as LOT also didn’t state the 120 minutes rule on the website of in the email; in particular, any statements that “no earlier than 36 hours in advance” did not contain anything like “no later than 120 minutes in advance”.
- Taking it as a whole, it looks like LOT combines staff cost-cutting and failing to inform the customer about its internal rules to gain extra profit from passengers who cannot check in despite arriving at the airport on time.

Horrible, le pire vol dans ma vie

Les hôtesses de l'air antipathiques, les opérateurs dans l'aéroport (à Varsovie) encore pire et encore l'une de ces compagnies qui overbook et après obligent les passagers à enregistrer leurs bagages de cabine.

Retard insupportable . Pas d’information à Orly, conditions d’embarquement très inconfortables . La satisfaction Clients n’est pas une préoccupation de la compagnie Lot. Je le regrette et j’en ferai part autour de moi. Philippe Prehu

Vol Tokyo-Varsovie correct, mais correspondance à Varsovie pour Bruxelles réduite à 45 mn au lieu de 1h15 !
Il a fallu passer à nouveau le contrôle des sacs et des passagers à la douane, un seul guichet ouvert et personnel extrêmement désagréable.
À l’arrivée à Bruxelles, nous étions nombreux à ne pas avoir réceptionné au moins un bagage placé en soute.
J’avais mis un AirTag dans ma valise, j’ai vu qu’elle était restée à l’aéroport de Varsovie, elle est arrivée 7h plus tard avec le vol suivant.
L’aéroport ne m’a prévenu que plus de 24h plus tard de l’arrivée de mon bagage alors qu’avec mon AirTag, je le savais depuis bien longtemps.
J’ai ouvert un dossier à l’aéroport au moment de l’absence de mon bagage, ma valise a été livrée à mon domicile en France plus de 48h plus tard.
Aucun dédommagement possible, la compagnie considère que l’affaire est close puisque j’ai récupéré mon bagage.
Fuyez cette compagnie !
On m’a répondu que c’était à moi de connaître les conditions de voyage avec LOT. Et l’engagement moral avec les passagers, cela ne veut-il rien dire ?
A ce jour, un jeune homme qui a pris le même vol que moi n’a toujours pas récupéré une de ses valise.
J’ai fait plus de 20 AR vers le Japon et la France et je n’ai jamais eu autant de problèmes avec toutes les autres compagnies que j’ai empruntées.

Oublient des valises dans d’autres pays quand il y a escale, top

La pire compagnie aerienne que jai plus voir jai passer une.demi heure a lenregistrement il mon fait perdre le temp pour ensuite ne pa me laisser embarquer devan lavion a cause du retar qui estai de leur faute jai rester coincer 1journer et une nuit a laeroport il on rien voulu savoir jai du 1cheter un.autre billiet sur une autre compagnie pour rentrer en france il son a fuir

I had a connecting flight but the first flight was delayed making it impossible to catch the second. After talking to costumer service they told me to not board the flight and that I will get a full refund. Two days later they claim I never was at the airport and just skipped the flight so I will not be getting any money back. Absolute Scammers!

Personnel désagréable et ne faisant aucun effort.
Avions successivement en panne à Paris CDG puis à VARSOVIE. Lors des transfers, la Compagnie n’attend jamais un avion de chez eux en retard, même de 15 minutes !
J’ai déjà perdu 24h00 et ne suis pas encore arrivé à destination.
Une honte / fumisterie.

W porównaniu na Wizz Air wspaniale linie

I had paid along with my ticket for a nonvegetarian meal, that which after boarding on the flight became unavailable and available only on the paid menu which means a trick to loot passengers on the sky

✈️ Z przykrością dzielę się bardzo negatywnym doświadczeniem z LOT Polish Airlines. Zakupiłem bilety w taryfie Saver dla całej rodziny (4 osoby, w tym dziecko), za które zapłaciliśmy ponad 4000 zł. Z przyczyn osobistych musieliśmy zrezygnować z podróży – a LOT zwrócił nam jedynie 583 zł za wszystkie bilety.

Rozumiem warunki taryfy, ale:
– brak jakiejkolwiek elastyczności,
– brak możliwości uzyskania vouchera,
– zero dobrej woli pomimo rodzinnego charakteru podróży,
– i kompletny brak empatii ze strony obsługi klienta
zostawiają bardzo negatywne wrażenie.

LOT jako narodowy przewoźnik powinien reprezentować wysoki poziom obsługi i szacunku dla pasażerów – tymczasem zostaliśmy potraktowani jak numerek w systemie.

Nie polecam taryf Saver ani polityki zwrotów LOT. Klientów traktuje się tam bardzo zimno, a kontakt kończy się formułkami bez realnego wsparcia.

✉️ Mam nadzieję, że ktoś z zarządu przeczyta tę opinię i zrozumie, że pasażer to nie tylko regulamin – to też człowiek.

I strongly urge everyone to avoid flying with LOT Polish Airlines. My experience with them during a very difficult time was not just disappointing – it was inhumane and disgraceful.

I was traveling from Delhi to Hamburg with my husband while I was 26 weeks pregnant. For my comfort, we decided to upgrade to Business Class at the airport check-in counter, paying €2,000 for the upgrade. Within five minutes of this payment, I suffered a medical emergency and fainted at the counter. An ambulance was called, and I was taken to the hospital.

The staff at the counter verbally assured my husband that given the exceptional nature of the situation, the Business Class upgrade would be refunded. This provided us with a moment of relief, assuming at least the financial burden would be lifted amidst a health crisis.

However, what followed was an absolute nightmare.

While I was in the ambulance, my husband tried multiple times to reach LOT’s customer service, only to find that it is virtually unreachable if you're outside the EU. After countless attempts, we finally managed to contact them, only to be told that no refund was ever initiated, and that we would need to fill out a refund request form.

We did that — explained the medical emergency, the timing (only 5 minutes after upgrade), and the fact that the Business Class seat would likely have remained empty otherwise. We trusted that LOT would show basic human decency.

Instead, we received a cold, canned response that the refund request was denied, citing standard terms and conditions.

Let me be clear:

This was a rare medical emergency, not a cancellation or no-show.

The upgrade happened at the airport, moments before the emergency.

We did not block another paying customer from that seat.

Their own staff verbally promised a refund based on the situation.

And yet, we have no accountability, no escalation point, and no refund.

We are appalled at how dishonest, unempathetic, and unprofessional this airline is. Every decent airline I researched would refund in such cases, recognizing the nature of the emergency and the ethical obligation to be understanding.

Instead, LOT’s behavior shows that their business model thrives on squeezing money from customers and dodging responsibility. The customer service is rude, inaccessible, and unwilling to help, especially in emergency situations.

Airlines Must Do Better:
There must be clear policies and guidelines for emergency medical situations, especially when they occur on-site at the airport.

Verbal promises from staff should be formally recorded and honored.

Refund requests should not be dismissed using boilerplate terms & conditions when compassion and common sense are called for.

Airlines must offer a reachable escalation channel for urgent matters, especially in global scenarios.

My baby and I are thankfully safe, but the experience with LOT was traumatic, unethical, and infuriating. I will never fly with them again, and I will actively discourage anyone I know from doing so.

Fajna obsługa, dobre bułeczki oraz często loty lądują na czas. Czas na większy rozwój firmy oraz nowe kierunki oraz samoloty bo konkurencja nie śpi.

We flew from Warsaw to Tokyo, and the experience exceeded expectations in every regard. The food was excellent, the service attentive and professional, and the cabin environment surprisingly spacious and comfortable for economy class. The overall quality of the flight reflected a level of care and consideration that is increasingly rare in commercial air travel today, making the long-haul journey not only bearable but genuinely pleasant.

Jak dla mnie bezkonkurencyjnie miła, ale tez profesjonalna obsługa załogi Lot.pl. Zwłaszcza lot z 30.04.2025r na trasie irakleion/warszawa, dziękuję dla mnie wspaniałe doświadczenie, niezapomniane. Tak indywidualnej i przyjaźniej atmosfery trudno doświadczyć gdziekolwiek jeśli chodzi o instytucje.

Ponctualité, tarif intéressant, friandises et café offerts, le client de la classe économique est choyé.