LOT Polish Airlines Reviews 

My wife and I booked and paid for seats with extra legroom. Instead we were assigned standard seats that could not even adjust the backrest. When complaining to LOT and demanding a refund of what we paid extra for seats by the emergency exit, LOT refused to refund the difference. LOT's service and business ethics border on pure fraud. Will never travel with LOT again. In addition, one of our suitcases was left behind at the departure airport and was not delivered to us until two days later.

Latest update.
I complained to The Norwegian Air Passanger Complaint Handling Body in October and 20.May
Their assessment is that we are entitled to a refund of what we paid for seats with extra legroom.
In this case, it is clear that the complainant booked a ticket and chose seats in row 14. These are
seats that LOT Polish Airlines always charges extra for on this route. The Air Passenger Complaint
Handling Body finds that this has been proven through screenshots submitted by the complainant, and
the Air Passenger Complaint Handling Body therefore assumes that the complainant must have paid
for these seats.
LOT Polish Airlines currently charges NOK 330 per seat. However, the complainant has stated that at
the time of purchase he paid only NOK 240 per seat. The Air Passenger Complaint Handling Body
recommends that the air carrier reimburse this fee, in the total sum of NOK 480.
LOTs reply: We refuse to refund the surcharge
LOT has no moral qualms about defrauding customers. Why is LOT allowed to do this?
LOT is a disgrace to the great country of Poland.

My plane departed 3 hours late, which caused me to miss my connecting flight. LOT not only booked me a surprisingly nice hotel (yeah, sure, they have to do this by law, but not every European airline books 5 star hotels), but they also were extremely fast & nice about processing my compensation request. Highly satisfied with how they handled everything. Would 10/10 recommend

We flew from LHR to Albania via Warsaw with lot today. Our connecting time was 35 mins. We made it off plane 1 to plane 2 with minutes to spare - but our luggage (4 bags) was not so lucky & hasn't arrived. Not only has there been zero communication from Lot updating us on anything (we know it never left Warsaw as we have luggage trackers in the bags & they're all still in Warsaw!), but more importantly, when/if it does eventually get to Tirana, they will not/do not deliver the luggage to you - you have to go fetch it!!! How rude is that. Happy to take your money but when they mess up, you're on your own. We had to change our plans because of this & stay in Tirana tonight (instead of Sarande) so we can hopefully get our luggage tomorrow. The feeling I get is that Lot do NOT care about customer - it's only about the money. The cabin staff were rude & dull as well! I have no intention of everything flying Lot again - ever!

Fraudsters! I paid for seats when buying tickets, but they changed my seat when boarding the plane to a less advantageous one. The company ignores my messages both in the chat and in the mail, they do not return the money. Also, when registering seats on the site, they forced me to pay double the amount for choosing a seat, apparently there was an error on their site. They do not return the money! They ignore all messages!

If I can give less than one star I would.
Used LOT for the first time in April this year.
Experienced extremely bad customer services, unfair treatment almost bordering discrimination.
Airline staffs treat some customers unfavourably.

Overcharged me upon my return unfairly. Made a formal complaint to the Airline and it was rejected.
Will never use the airline ever again.
My advice, keep away from this Airline, no matter how cheap their prices are.

We flew with LOT Polish Airlines from Zürich to Seoul (April 13th–26th) and honestly, I would not recommend them to anyone after this trip — especially if you want peace of mind and clear communication.

We faced four major problems during our trip with LOT Polish Airlines, which I’ll explain below — from cancelled flights to lost luggage.

1. Return Flight Canceled Without Explanation
Our original return flight on April 26th was from Seoul to Budapest to Zürich (ICN–BUD–ZRH). LOT cancelled it without telling us why. When we reached out, they suggested rebooking us on a flight two days later — on Monday, April 28th — which was completely unrealistic for our group of four, since we had work obligations starting Monday.

2. Unhelpful Alternatives & Inconsistent Info
They told us they had no flights on Fridays or Saturdays, which was hard to believe. So I checked their website myself and found a flight for Friday: ICN–WRO–WAW–ZRH (with two stops instead of one). When I asked them about this option, they suddenly recommended that flight — as if they had come up with it in the first place.

We were told that rebooking would be free of charge, but because this new route had one extra stop, we had to pay additional fees for the seating. Why should we be charged for a problem they created?

3. Confusing Customer Support & Bot-like Responses
Later we had issues with online check-in and wanted to add extra baggage. That’s when it got worse. Through WhatsApp, a LOT agent told us our layover (40 minutes in Wroclaw) was too short — and that we needed to rebook again. We were confused: Why would they recommend a connection that doesn’t work? Also, Wroclaw is a small airport and with no immigration, 40 minutes should have been enough.

They also told us the Friday flight we found wasn’t possible because economy was full — unless we paid for an upgrade. Again, if this flight existed, why didn’t they offer it from the beginning?

At this point, it felt like we were chatting with a bot — not a real support agent. We messaged them between 2–4AM, went in circles, and got no clear answers. So we called the next day and had to explain the whole situation again from scratch because the phone support didn’t seem to know about the WhatsApp conversation.

The call agent told us the problem wasn’t about the baggage — it was about the short layover. In the end, after all the stress and lack of sleep, another agent told us: “Just talk to the crew at the airport.” So we wasted hours on something that could have been solved in person.

4. Airport and Flight Itself
At the airport, everything was fine. The crew was friendly and even confirmed that we would land earlier than scheduled, so our short connection would not be an issue. Flights were smooth and food was okay (though a bit bland).

5. Final Straw – Lost Baggage
Despite checking in our bags 2 hours early, and despite the staff putting a “priority” label because of our short layover, only 1 of our 6 bags arrived in Zürich. The rest stayed behind — not in Poland, where we had the connection, but in Korea, where we departed from. This made no sense. We arrived before the check-in even opened — they had plenty of time.

⸻

Conclusion:
We dealt with canceled flights, misleading communication, random fees, the feeling of talking to bots, sleep deprivation, and missing baggage. While the onboard experience was okay, everything else was a complete disaster. LOT Polish Airlines might have cheap tickets, but it’s not worth the stress and unreliability. We won’t be flying with them again.

Worst Airline ever. My Flight was supposed to fly at 13:55 in Istanbul to Warsaw and i had a Flight to catch from Warsaw to Zurich. Its 18:38 right now, and until now we couldnt even board. And we didnt even get a proper explanation. Always delaying it. Never will i ever fly with this Airline again. 4,5 hours of delay is such a disgrace.

It's not possible to flight without problems with this company, for small flights it's impossible to have your luggage in the overhead locker, for long ones they mistakenly brang a gluten free meal for my lactose allergic girlfriend. The gate crew is very rude

This airline is the worst ever. Do not take it even if it is your only option. I asked for a glass of water on a 13 hours long flight, one and a half hour before landing and I was told “no, it’s closed”, which doesn’t mean anything, the flight attendant was simply a rude and bored person. The in flight entertainment is non existent and all the 4 flights I flew with were NOT ON TIME, meaning I risked losing all my connecting flights all the time.
Then I was forced to check in a carry on luggage upon saying there was no more space in the overhead lockers but, when I boarded the plane the first 10 rows had the lockers completely empty. Here too, the personnel was incompetent, bossy, rude, with a very low command of the English language and could not provide any kind of justification. Anything is better than flying with these people who have no idea how to treat a customer who is paying thousands of euros for a service not worth a single penny.

I had a very disappointing experience with LOT Airline on flight LO208 from Heathrow (Gate A16) at 18:10 on 25th April 2025. The boarding process was chaotic and poorly handled. A female staff member at the gate was randomly picking passengers and forcing them to check in their cabin bags, despite them being within the size and weight limits advertised at booking.

According to the ticket, passengers are allowed one cabin bag and a small handbag, but at the gate, we were suddenly told that the combined weight must be under 8kg—something that was never clearly communicated beforehand and frankly, doesn’t make much sense for international travel.

My combined bag weight was 11kg, and although my cabin bag was light-colored and I was worried it could be damaged, the staff member still insisted it be checked in. What made it worse was seeing other passengers with bulkier cases being allowed through with no issue—there was no consistency or fairness.

To top it all off, after landing, we had to wait over 40 minutes for the conveyor belt to even start moving. Overall, a very frustrating and unpleasant experience. I won’t be flying with LOT again anytime soon.

I have not been able to get a refund for cancelled tickets for two years now.

Flew with them 4 times. It’s such a nice experience. Expect one thing. It’s like sauna on the plane lol.

During my flight with LOT Airlines, my jewelry box was stolen from my checked-in baggage. Although this is clearly a theft case, LOT took no action and did not initiate any investigation. I find this lack of responsibility and disregard for customer experience completely unacceptable. Think twice before flying with LOT.

Awful experience, though I had a carry on baggage bought, I was forced to check in though I have explained I have valuable things which were not insured and I would have preferred to keep it as carry on in accordance with the ticket. Flight Warsaw Bucharest LO643, 12th of April. Disrespectful staff and without any logic in the decision. Stay away from this company! Though I have been travelling a lot with them, I will avoid moving further! Thanks, Madalina

This airline is literally committing fraud! I was offered an upgrade to business class, then checked their website to see what's included, and purchased it. Immediately after purchase the surprises come, the amenities on THEIR website are not included in business, they tricked me! So I said nevermind, cancel the upgrade, and then they play the "no refunds" game. Deliberately misleading and fraudulent, disgusting, dont fly with them!

The worst company ever , cancel my flight, never give refund for baggage or for flight , shame on them , scammers!!!!!never ever fly with this scammer company

Rude staff with a superiority complex. Had a connecting flight in Warsaw with both LOT flights to and from Warsaw and missed bags for 3 out 4 members of the family. Had to wait 6 days at the destination for the bags to arrive.

Flights LO171 & LO232, from Brussels to Larnaca via Warsaw, Wednesday 12 March 2025.

a) What is the point of having assistance for an operated person that cannot walk, when u force the person to walk up the stairs to the aircraft? A person 80 years old, with additional health issues & reduced hearing. b) Is it possible for a company with the status LOT claims to have, to employ onboard and airport stuff that they (claim) do not speak English? c) at the tickets issuance point, we were given boarding cards for Budapest, instead of Larnaca - thank God we saw it on time, and was possible to go back and have them corrected... too many mistakes, terrible attitude, very low-quality service. If we have other options, we won't fly with them again. Better pay a bit more, and be treated as a human, especially when elderly.

Flight LO267 11/3/2025 WAW to AMS 1640hrs Seat 32C. After sitting down for 1 minute after boarding an airline worker man in hi-vis vest came with a paper print out. I only speak English and I think he was speaking polish, definitely not English. I said “I am sorry my friend I only speak English I do not understand” and he said “just answer my question yes or no” shook his head and stormed off the plane. Very aggressive!