LOT Polish Air Customer Service Issues

Please see the email I have already sent to Lot Polish Airlines below. I would like to report an issue with my carry-on baggage and personal item. During check-in, I had two bags with me, a carry-on and a small bag the size of a backpack that fits under the airplane seat. The agent at check-in yelled and claimed that the small bag was too big (I have been traveling with it for years without any issues) and insisted that I check it in as a carry-on, which required a $70.00 fee. I cannot accept the way the airline employee addressed me, shouting. I politely asked him to stop, but it only fueled his behavior. Please refund the money as my small bag weighed no more than 2kg and is a personal item the size of a backpack. There was no need to check in the carry-on. Please review the photo I took during the flight, showing the size of the bag I was forced to pay for, which is the size of a backpack that fits under the seat in front. It was not a carry-on bag as claimed by the employee at the airport. Please refund the $70 and remind your employees to treat customers with respect. The behavior of your employee and the way he spoke to me is unacceptable. I request a prompt response, or I will take further steps to obtain the details of your employee and seek formal action. Please reply promptly. Thank you, Edyta H-M.

Hi, Hello, I am currently located in Tier 4 in London. I recently learned that starting at midnight tonight (19 Dec), traveling out of London will no longer be allowed. Consequently, I will not be able to catch my flight legally. I have a ticket that enables me to change my flight without any charges, which is what I am seeking to do. However, I am encountering difficulties on your website when attempting to make this change. After selecting the option to change my flight and pressing 'Next Step', I receive an error message stating: "No itinerary found for requested segment 1." I need to change my flight scheduled for tomorrow morning. Unfortunately, your phone lines are not operational, and I have not received any responses on Facebook Messenger or your official Whatsapp. Thank you, Zbigniew

I was on LOT flight LO [redacted] and LO 45 on December 27th from Sofia to Toronto. The flight agent in Sofia could only check my luggage to Toronto, instructing me to seek assistance at the airport. Due to Covid restrictions, I couldn't claim my luggage for the connecting flight to Nassau. Air Canada was supposed to transfer my bags, but they didn't arrive. I lodged a complaint with Air Canada, but they haven't resolved the issue, and my three bags, tagged as LO047391, LO047377, LO047410, are still missing.

Has LOT closed down its customer service department? We have been attempting to modify our schedule (following a flight cancellation by LOT) for several hours now, with no response over the phone. We had booked a JFK-DBV flight for four passengers, set to depart in late April and return in early May. However, LOT canceled one of our flights. Given the COVID-19 restrictions, it may not be wise to travel during this period. According to our reservation terms, we have the option to receive a full refund by the end of March or reschedule the flight by the end of [redacted] for the same fare. Ideally, we would like to reschedule our flight with LOT. If that proves impossible, we will consider canceling and booking with another airline. How can we reach someone with the necessary authority and knowledge to assist us in rescheduling our flights? While customer service standards have declined across various companies, we are seeking assistance from LOT.

Hello, I'd like to discuss the following situation: Regarding booking: L2YT7O Surname: LAURENTIU On Sunday, we attempted to change our return tickets for a flight scheduled for Monday morning, but encountered difficulties. We attempted to make changes in the following ways: - Online - Utilizing the online form provided by LOT - Calling the call center (with no response) - Contacting via WhatsApp and Messenger (without receiving any replies) Finally, on Monday, well after our flight had departed, we received a response on WhatsApp indicating that no refund was possible since we were marked as no-shows! 🤦🏻‍♀️ After explaining the situation, we were informed today that we would receive new tickets. We promptly requested to fly TODAY, as originally indicated in the online form submitted days prior. However, the conversation abruptly ended, leaving us uncertain if we have tickets for TODAY's flight or not. Could you please provide a prompt response to clarify this matter?

I have a question regarding my Miles and Smiles program with Turkish Airlines, which is a Star Alliance member. I have miles that are expiring, and I would like to use them to purchase a ticket on LOT Polish Airlines, another Star Alliance partner, for a journey in March. Turkish Airlines directed me to LOT, but LOT directed me back to Turkish Airlines, creating confusion for me. How can I effectively purchase a LOT ticket using my Turkish Airlines Miles and Smiles card for the specified Bucharest to Wroclaw, Wroclaw to Warsaw, and Warsaw to Bucharest flights on May 12th, 14th, and 17th respectively? Thank you for your assistance. - Nela

I need to confirm if my partner can board the LOT flight from Zurich to Moscow, with a layover in Warsaw. He has a valid Russian visa for May and is a Swiss resident. He will carry a valid PCR test result. Seeking assurance on his transit through Poland, I referred to the Swiss embassy website. It states Swiss nationals and Swiss residents can enter Russia, either directly from Switzerland or through countries with resumed flights to Russia. Although there are limitations on air traffic between Poland and Russia, considering the available transit for next week, I believe his travel should be permissible.

Hello, I'm Alexander B. Last year, I bought a flight from ORD (Chicago, USA) to LED (St. Petersburg, Russia) for August 4, [redacted], with confirmation airline code KJVD5W. Due to Covid-19, the flight was cancelled, and I received voucher #[redacted][redacted]. I contacted LOT Customer Service in the USA at 1-[redacted] and was informed that the vouchers are valid for 2 years. However, when I checked the LOT website, my voucher is only valid for 1 year. Many airlines have extended vouchers due to the unpredictable Covid situation. I am currently unable to travel abroad and do not want to lose my voucher. Please assist me in extending the validity of my voucher. Thank you in advance for your help.

In early January [redacted], we purchased two tickets to Poland for October 18, flying from Chicago to Kraków. Two months later, we received an email stating that our flight was canceled. After calling Polish Lot, we rescheduled the tickets for October 17. However, the wedding in Poland we planned to attend has now been canceled due to Covid-19, and it has been rescheduled for next year. When I contacted Polish Lot yesterday to reschedule the ticket for July this year, I was informed that I would need to pay a reschedule fee plus a $[redacted] price difference. When I initially called in March to reschedule, Tomek from Polish Lot customer service assured me that I could make multiple changes with no fees since the ticket was purchased during a promotion in January. This conflicting information has left me unsure about what to do next. Any advice would be greatly appreciated. Thank you.

Hello, my name is Iryna Vasko M. I am experiencing an issue with Lot Polish Airlines' customer service. My flight scheduled for 6:10 am today (06/12/[redacted]) from Lviv Airport to Warsaw and New York was unexpectedly canceled. I did not receive any prior notification via message, email, or call. As a result, I had to incur additional expenses for Covid-19 tests and make two long drives to the airport, each taking two hours. I am seeking compensation for this inconvenience. Specifically, I am requesting either complimentary baggage allowance or a partial refund due to the lack of communication regarding the flight cancellation. My reservation code is 3vv5zw, and the flight number is LO [redacted]. I kindly ask Lot Polish Airlines to address this matter promptly to maintain my trust in your airline. Thank you for your attention to this issue.

In August [redacted], I purchased tickets from Miami to Warsaw for myself, Kacper G., and my mother, Jolanta B., with reservation number W8XM3L. Our planned departure to Warsaw was on November 25, with a return on December 7. On February 9, I bought additional tickets for my grandmother, Zdzisława Z., with reservation number LCRGE6. Our flights have been repeatedly canceled, most recently in February of this year. The inability to reach your company by phone has been a significant inconvenience for me and surely for many other passengers. As it seems unlikely that the purchased tickets will be honored, I kindly request a refund of the full amount paid. Sincerely, Kacper G.

Hello, I purchased a ticket for my mother last year, which was canceled due to Covid. Unfortunately, my mother has passed away since then. It has been a challenging process dealing with the company's customer service, as they only communicate via messenger and take hours to respond. After extensive communication, they managed to secure approval from LOT airline to transfer the ticket to me in my mother's name until [redacted]. However, when I tried to use the credit, Expedia informed me that only my mother could use it, despite the prior arrangement with the airline. They are now requesting additional documentation, including the death certificate, which I find upsetting and unprofessional. I have expressed my dissatisfaction to Expedia through multiple emails with no response. I am now seeking a refund as I do not wish to deal with this company again. The travel dates were from April 25, [redacted], to May 1, [redacted]. Itinerary #: [redacted][redacted] Booking ID: KNS8K6 I appreciate any assistance in resolving this matter. Thank you.

I have not yet received a refund for my canceled flight ticket. Despite receiving an email from LOT on March 4th, [redacted], confirming they received my refund request, I have not seen any progress. It has been over 3 months now, and I am still awaiting my refund. LOT mentioned they are currently conducting a large-scale refund operation due to the suspension of air traffic in Poland. They assured me that they are making every effort to process refunds promptly, but the delay in my case is concerning. LOT also offered the option to convert my refund into an electronic voucher for faster processing but I prefer the monetary refund. I hope they can resolve this matter soon so I can receive the reimbursement I am entitled to.

Hello, I was on hold for 3 minutes and 23 seconds before getting disconnected during a call. My ticket number is 2W4VI3 (booking # [redacted]0). I need to change my return flight from 10Jul, [redacted] to either 17Jul or 18Jul, [redacted]. I have a Flexible Ticket and hope the change won't cost extra. I am fully vaccinated with Moderna, my last shot was on 06/04/21. Do I need a test before my flight? Lastly, I paid for 1 checked bag for my round trip but had to pay again in ORD. Please confirm I won't be charged for the bag in SOF. Contact me at [redacted]7 or [redacted] Please respond promptly. Thank you.

Dear representatives of LOT Polish Airlines, I am Veronika Burykina. I hope this message finds you well. I want to bring to your attention the temporary ban on foreigners entering Sweden from non-EU countries due to Covid-19, in effect from 19.03.[redacted] to 31.08.[redacted]. Despite this ban, close family members of Swedish citizens or those intending to marry them are exempt. I fall under this category with my fiance who is a Swedish citizen. I have carefully prepared all required documentation to prove our relationship and intentions for marriage, aligning with Swedish law. I hold a biometric passport from Ukraine and have purchased tickets for flights LO754 and LO496 to Sweden. Pertinent details from the Swedish government and official responses are included for your review. I kindly request confirmation of my eligibility to board the mentioned flights. Attached are relevant documents for your perusal including airplane tickets, information from the Swedish Police, and email correspondence. I appreciate your attention to this matter and eagerly await your response. Warm regards, Veronika B.

I purchased a round-trip ticket from Tel Aviv to New York with a layover in Warsaw through LOT Airline via Priceline. LOT Airline canceled my connecting flight in Warsaw and rebooked me on a flight with a 10-hour layover. I contacted LOT Airline for a refund, but they directed me to Priceline. After reaching out to Priceline, they advised that only LOT Airline can process the refund. I am now stuck in a situation where neither party is willing to issue a refund. How should I proceed to get my money back?

I am requesting a refund for my baggage fees. On my trip from JFK to Skopje, I had four pieces of luggage which were not charged for as we were a group of four. However, on the return journey from Skopje to JFK, I was charged for all four bags despite the receipt and booking indicating that the first checked bag should be free. Each of us had our own ticket, so it seems unfair to charge for each bag. I am particularly upset as I was traveling with my two young children who became agitated due to this issue. I kindly ask for a refund of the fees paid for the bags at SKP Airport. Confirmation number: 4PXWET Booking number: [redacted]-[redacted]-[redacted] Passengers: V. Leshi, F. Turkesi, L. Leshi, L. Leshi

Hello, My name is Anum Zahra, and I had a flight from Dusseldorf to Chicago via Poland on 12 July [redacted]. At the check-in counter, I was informed that due to my B visa category, I can't enter the USA from Schengen States because of covid restrictions. I tried to contact the helpline multiple times but received no response. Could you please assist me with future flight credit or a refund as missing the flight was beyond my control? Also, can I change my reservation? I await your prompt response. Booking Number: [redacted] Ticket Number: [redacted][redacted] Best Regards, Anum Z. Email: [redacted] Phone: +[redacted][redacted]

Hello LOT, I'm Elena Liberman. I have a flight booked on August 16, [redacted], from Kiev, Ukraine to Toronto, Canada. My booking red. # PZVT9P with ticket # [redacted][redacted]. I'm traveling with my French bulldog, Juliette. Currently, she is booked as an "animal in hold," but I would like to switch her to accommodate me in the cabin as my Emotional Support Companion. I have the necessary letter to confirm her role. Please advise on any additional information or documentation needed to facilitate this change. You can reach me by email at [redacted] or via Messenger, WhatsApp, or Viber at +1 [redacted]. Alternatively, you can contact me on my cell phone in Ukraine at +38 [redacted]. Looking forward to your prompt response. Best regards, Elena Liberman

Hello! My name is Mikhail Romanov, and I flew with your airline on May 10, [redacted], reference 4A5XTU. I am a frequent flyer with your company and have always had professional experiences. However, my flight on May 10 was terrible, as some of your staff were rude and unhelpful. I had taken a COVID-19 test on May 8 at 11:47 am, considering that places in Philadelphia are closed on Sundays, and results can take up to 48 hours. Despite explaining to your staff that my test was valid until May 11 at 11:47 am Eastern Time, they did not accept it. My flight was scheduled for May 10 at 22:15, and with the travel time, I would have arrived in Minsk on May 11 at 10:30 with a valid test. Nevertheless, I was forced to take another test costing $[redacted], which I believe was unnecessary. I have tried contacting LOT Airlines multiple times without success. If this email address is incorrect, please provide me with the correct information. I will wait a bit for your response before taking further action.