Customer Reviews - SKYTRAX (2023)

✅ Trip Verified | I had a horrible experience with LOT Polish Airlines, it is the worst airline I have ever used. Despite booking economy standard tickets through Expedia (which did not indicate that it was a saver ticket), we were charged for our luggage. According to your website, we are entitled to luggage: https://www.lot.com/gb/en/journey/baggage/short-haul-baggage The check-in process was disorganized and chaotic. The flight was overbooked and my partner’s seat was taken by someone else. We were separated on the flight. The flight was delayed and the layover in Warsaw was so short that we did not receive our luggage in Beirut. The luggage was delayed 24 hours, which meant that we had to manage without our belongings for an entire day. We had to go to the airport again the next day early in the morning to pick up our luggage. On our return today (the 12th of August), we had to pay for the luggage again which is unfair. There was delay again and we did not receive the luggage as well. I raised a complaint and demanded a refund of the luggage payments and compensation for all the damage done. LOT did not even bother to respond to me. It is a horrible airline, I would never use again and recommend it to be avoided at any cost.

✅ Trip Verified | Worst experience I ever had. The air hostess were not polite and were unprofessional The meals were not good and my luggage was not handled properly, it was in very bad condition when I found it. The airline doesn’t take it seriously and don’t even had a look into my luggage or compensate me.

Not Verified | We left Beirut to Warsaw then our final destination was Paris. Our flight from Beirut to Warsaw was delayed. So we missed our flight to Paris. We were routed to Amsterdam then to Paris. We arrived to Paris without our 5 baggage and without our baby stroller. We have a 2 years child and an elderly woman who accompanied us so we were left without their medications and without a milk formula and the stroller of our child. We were obliged to buy all new items again and we couldn't buy the medications without a doctor prescription. We have filled several forms and claims but they are so unprofessional and do not help or reply. We've been in France for more than 1 week and we are still waiting for 3 baggage and for the stroller. Worst company ever i do not recommend it at all

✅ 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.