LOT Polish Airlines Reviews 

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.

If You Have One Chance to Choose Another Airline, Do It!
Our recent experience flying with LOT Airlines from Vilnius to Miami via Warsaw was beyond disappointing. What was supposed to be a smooth and well-planned journey turned into a frustrating and stressful ordeal due to the airline’s mismanagement and complete lack of customer care.
We booked three seats—two for my husband, one for myself, an additional seat added to ensure a comfortable journey for us and our pet. Everything seemed fine during online check-in for the first leg of our flight. However, at the airport, LOT’s staff only issued us two boarding passes and assured us that the third seat was reserved. When we boarded the plane in Warsaw, we were shocked to find that the seat we had paid for was given to another passenger. LOT’s mistake not only caused us significant discomfort but also resulted in our booking being falsely marked as a "no-show."
The most frustrating part wasn’t just the mistake—it was how LOT handled it. Despite having clear proof of payment and check-in, we received no meaningful support or apology. To make matters worse, the cabin crew, while technically following procedures, lacked the most basic empathy or communication skills. No one acknowledged our distress, offered any kind of solution, or even apologized. Imagine being on a long-haul flight, having paid extra for comfort, and being completely ignored when that service was not provided.
LOT Airlines may offer pet-friendly travel, but our experience proves that when things go wrong, they do not take responsibility. If you have an option to fly with another airline, take it—you’ll save yourself a lot of stress and disappointment.

I had a terrible experience with LOT Polish Airlines regarding my refund. I paid extra for a cancellation flexibility fee, which was supposed to allow me to cancel my flight and receive a refund. However, after canceling, LOT only refunded the taxes and completely ignored the extra fee I paid for flexibility.

Despite multiple attempts to contact customer service and providing all necessary documents, they refused to return the money they owe me. Their responses were vague, unhelpful, and avoided addressing the issue directly. It feels like they are just keeping my money unfairly.

I expected better from a major airline, but this experience has shown me they do not care about customer satisfaction. If you're considering flying with LOT, be very careful with their refund policies—you might end up losing your money like I did. I will not be flying with them again.

Lot z Kairu do Warszawy buisness class to jakaś totalna patologia. Fotele takie same jak w pozostałej części samolotu. No może 10cm więcej miejsca. Jedzenie podle. Brak dostępu do WiFi. Po prostu cała polska patologia w pigułce. Nigdy więcej żadnego LOT. EgyptAir bije ich na głowę i to na tak krótkich trasach jak Kair Hurghada. To jest po prostu kpina. Złodzieje zwykli.

opóźniony lot do Warszawy o 3 godz. na miejscu zamiast o 21:40 był o 01:30, niesympatyczna asysta osoby niepełnosprawnej, kilka razy mnie to spotkało, i lot odwołany też, zarząd nie reaguje na żadne uwagi, pozostaje interwencja w w Urzędzie Lotnictwa Cywilnego.

I had to fly from Cracow airport to Amsterdam with transfer in Warsaw. Because there were a difficult weather conditions in Cracow and I was concerned that I may miss my transfer in Warsaw. I went straight to warsaw to avoid the risk of missing my flight. I passed the gates and waited for my flight. I received the mail that my flight was anulated because I did not show up in Cracow. I went to LOT information center and they said that I didn't show up in Cracow they anulated my whole flight! hey said that that is they policy and it is my problem. I was already inside the airport they had free places and they proposed me to buy the ticket another time on rates 3 times higher that I paid for. In this company you are the number where they try to squeeze as much money they can. Their customer service is there to tell you that, that is not their problem and they will not make any exceptions. The lady by the LOT information was quite rude without any empathy that even should not serve customers. That is absolutely the worst customer experience I can recall. Give yourself a favour and choose another airline! My reservation is JWG8XL.

Od czasu kiedy spróbowałem spróbowałem latać LOTem, wiem że już nie wrócę do linii typu Ryanair.
Zupełnie inne podejście do klienta. LOT podchodzi elastycznie do nadbagażu (waga i wymiary), ilości bagaży podręcznych (walizka 8kg i 2 plecaki przeszły bez problemów), opóźnionych lotów lub odwołanych lotów (zapewnienie hotelu co w Ryanair nie występuje - koczujesz na lotnisku całą noc) i to jest bardzo miłe i jako klient bardzo to doceniam.
Dodatkowo warto wspomnieć o poczęstunku na pokładzie, który może i skromny, ale zawsze miło jest dostać jakaś kanapkę, ciastko lub piernika do herbaty czy wody.

LOT has a really bad and inadequate customer service. I paid extra for my seat upgrade from Chicago to Warsaw and on the way back. However, when coming back at the end of June, they printed a new board pass for me even though I said I confirmed electronically 24 hours before and showed it in my phone. It had the correct seat I paid for. Their printed board pas had a different seat number. Somebody also was in my paid seat and they bumped me to a seat I would not choose myself. The crew said they can't do nothing about it and I need to ask for refund. So I did at the beginning of July...I had a few conversations via Facebook messenger with the customer service which had no clue and kept referring me to different websites to fill out a form. Even though I provided my case number. It's December and I never got a refund, even though I actually got automated case number in September saying they the refund will be processed. It's December and I got nothing. Frankly, I don't expect anything anymore, and I read reviews about LOT Polish Airlines selling the same seat twice. Needles to say I'm very disappointed and will try another airlines for my direct flight to Europe. LOT is a mess with delays, food and service.