LOT Polish Air Customer Service Issues

I would like to apologize for my previous comments about my experience on flight LO03 from Warsaw to Chicago on May 21 at 16:40. I was initially disappointed when I could not fly in Premium Economy as booked, but I was assisted by LOT staff, Mr. Radoslaw (apologies for not recalling his last name) on May 21. He efficiently helped me switch to an Economy seat (34A) just before the gate closure, for which I am grateful. Additionally, I left my documents and credit cards at the departure counter, only realizing it later at home. The next day, I received a call from Poland informing me that Mr. Radoslaw had found my belongings. I want to commend LOT for having such a dedicated employee. Thank you.

I am reaching out to address the flight I have booked for May 20 and return on June 5 from Chicago to Belgrade and vice versa with Polish airline LOT. Recently, we experienced multiple delays causing us to miss our connection in Warsaw. After much frustration, they arranged a new flight for May 21 with Austrian Airlines. However, due to this inconvenience, we are apprehensive about our return flight on June 5 and wish to change it to June 4 if necessary. I am disappointed by the service received at O'Hare Airport when trying to rearrange our flight with LOT. I urge you to assist us in securing a flight back to Chicago promptly to avoid any further inconveniences. Please reach out to me via email as I will not have access to my phone. We hope to switch our return flight to Austrian Airlines and if not available on June 5, then June 4. Failure to accommodate us may result in legal action upon my return to the United States. Your prompt attention to this matter is appreciated. Warm regards, Dusan G.

Dear Sirs, I am writing to address an issue regarding a flight I booked with LOT on April 16, [redacted], for a round trip from NYC to St. Petersburg, Russia. The departure is scheduled for August 23 from JFK at 12:45 PM with a connection in Warsaw, arriving in St. Petersburg on August 24 at 2:30 PM, and returning on August 23. I made a payment of $1,[redacted].47 on April 16. On May 7, I received two emails informing me that my flight was canceled due to LOT no longer operating flights to Russia. After contacting Customer Service, I was assured of a full refund to be processed back to my Capital One credit card. Although I received an email confirmation, I have not seen the refund on my statement yet. Following unsuccessful attempts to reach Customer Service, I am growing concerned about the lack of communication and delay in the refund process. I would appreciate any assistance to expedite the refund. If unresolved, I may have to escalate the matter to my credit card company for further action. Please find the booking details below: Passenger: Penrose Thomas (ADT) Booking reference: QIL6O8 Ticket number: [redacted][redacted] Thank you for your attention to this matter. Thomas Penrose Norwalk, CT. [redacted] USA

Dear Lot Polish Airlines, I recently flew with Lot for the first time on May 30th from Zurich to Vilnius. Unfortunately, my journey was quite challenging due to significant delays both from Zurich and Warsaw, totaling almost 3 hours. These delays caused a lack of information provided during the flight and at the airport, particularly in Warsaw where the internet connectivity was poor, making it difficult to access emails from you regarding the situation. The delay in Warsaw led to both financial losses and added stress for me. Upon arriving in Lithuania, I had to deal with an additional 3-hour delay, missing my transportation and having to wait and organize alternative arrangements for another 2 hours. I would appreciate a response addressing this negative experience I had with your airline. Sincerely, Virginia Bruzinskyte

I received an email informing me my flight was cancelled and a new one was booked with a long layover, which is unacceptable. The email mentioned getting a refund, but their refund forms are not working. I called the help desk number provided, but the message said they were too busy and disconnected. I have been unable to reach anyone via chat or phone. Travelocity put me on hold for hours and advised me to contact the airline, LOT. However, LOT insists I cancel through Travelocity, creating confusion. Despite my efforts, I am still receiving updates about the flight I wish to cancel while I am already back in the USA. I have been struggling to cancel and get a refund through various channels without success.

Hello, I am attempting to change the departure date of my flight. I attempted to do so online but I am unable to see information about the extra luggage I purchased for my return flight. I am currently waiting for assistance over the phone. After waiting for an hour, I was informed to wait for another department, which I am currently doing. It has been two hours now, and I have not received any information. I only want to ensure that nothing changes for my return flight as I do not want to alter that date. It is frustrating to wait for so long for just one confirmation. It has been 2 hours and still no response. As a customer, I am extremely dissatisfied with this situation. Imagine waiting for 2 hours with two children while trying to work from home. Best regards, Jelena D.

Subject: Complaint Regarding Delayed/Missed Flights I am writing to express my dissatisfaction with the recent flight experience I had with your airline (LOT) on 6/6/[redacted]. My reservation number is KJEP30, and the flight numbers were LO420 from Zurich to Warsaw and LO773 from Warsaw to Vilnius. The delay of the flight from Zurich caused me to miss my connecting flight to Vilnius, resulting in a delay of over 12 hours for my arrival in Vilnius. This delay significantly disrupted my work schedule and meetings that were planned upon my arrival. I believe I am entitled to compensation under the air-passenger rights for the inconvenience caused. I have tried to contact you via email, Facebook, and live chat but have not received a response since Monday. I have also submitted a claim after my departure. I kindly request that you address this matter promptly and provide me with the necessary compensation for the disrupted flights. Sincerely, R. K. [redacted] +[redacted]8

On June 6, I purchased 5 tickets (4 adults and 1 child) with booking number IJF75W79. We were charged [redacted] UAH, which we paid, but then an extra UAH 10,[redacted] was taken from my card on June 8, [redacted]. The bank statements didn't match the ticket price. This unexpected charge put my card in the negative. As refugees from Ukraine in Kharkiv with a large family, these funds are crucial to us. I attached the tickets and screenshots for reference. We are hopeful for your assistance in resolving this matter. Thank you for your attention.

On June 6, we purchased 5 tickets (4 adults and 1 child) with booking number IJF75W79. We were charged [redacted] UAH, which we paid and received the tickets with the correct pricing. However, on June 8, [redacted], an additional UAH 10,[redacted] was taken from my card, causing a negative balance. We are perplexed as this amount was unexpected, especially considering our circumstances as Ukrainian refugees. Attached are the tickets and screenshots for reference. We kindly request clarification on the unauthorized charge to help resolve this issue promptly. Gratefully.

Reservation RL4ZSD Dear Sir or Madam, Last year I purchased tickets for the following flights: London - Warsaw LO286 on 22.12.[redacted] Warsaw - London LO281 on 05.01.[redacted] Unfortunately, since then my health condition has drastically changed. Since January 24th, I have been continuously in the hospital where I suffered a heart attack, underwent bypass surgery, which was followed by another heart attack resulting in irreversible heart damage and the need for a heart transplant. Due to my health condition, I am unable to travel and use the purchased tickets. I also do not know when I will be able to travel again, making it problematic to change the reservation date. Therefore, I kindly request permission to change the name of the traveling person to Danuta Kościańska, who is currently assisting me significantly. I will cover the administrative costs associated with the passenger data change. I hope for a positive consideration of my request. Yours faithfully, Jan Wieteska

I am Peser Ali. I recently flew with your airline. On June 25th, I travelled to Warsaw, Poland, and was supposed to continue on to Beirut. Unfortunately, the connecting flight to Beirut departed without me and other passengers in Warsaw. Consequently, we had to spend an entire day in Warsaw, causing me to miss an important appointment. I finally arrived in Beirut on June 27th, but my luggage did not make it. My bag contains crucial items, documents, and my personal belongings, leaving me with nothing at my disposal. I urgently require the return of my bag and an explanation for its disappearance. Despite being reassured by multiple Warsaw airport staff that my bag was secure and would arrive in Beirut prior to me, it is still missing. If my bag does not turn up, I am seeking compensation for the airline's oversight.

Hello, My family, consisting of S. Khan, A. Khushal, R. Khan, and N. Khan, had a connecting flight from Warsaw to Baku on July 1, [redacted], on flight LO [redacted] scheduled for 23:00, which got canceled. Our preceding flight from London to Warsaw, LO [redacted], was also late departing from Heathrow and landed in Warsaw at 23:50. Upon reaching Warsaw, we discovered our Baku flight was canceled, forcing us to wait until July 2, [redacted], at 07:00 just to discuss alternative options. For nearly 8 hours, we, including my wife and two kids, had no access to food, water, or rest areas at the airport. It was a distressing experience. When I finally spoke to LOT Airlines transfer desk personnel on July 2 at 07:00, different travel choices were presented, and I opted for a route through Antalya with Turkish Airlines. This alternative had me arrive in Baku on July 4 at 05:10, 48 hours after my intended arrival of July 2 at 05:10. This delay caused significant inconvenience as we missed out on pre-arranged activities with our extended family in Baku, resulting in financial repercussions. We believe we are entitled to compensation as per EU Regulation (EC) No [redacted]/[redacted], specifically Article 6 and 7, for the delays encountered by all four passengers.

I am Kishor Chaudhari; my family (Kishor H., Neeta K., Eshan K.) were scheduled to fly from Paris to Mumbai on July 2, [redacted], with LOT Airlines on flights LO332 (Paris to Warsaw) and LO075 (Warsaw to Mumbai). Upon reaching Paris airport, after receiving our boarding passes, LOT Airlines informed us that our flight was canceled. While other airlines operated normally, LOT did not. No assistance was provided for our luggage, and despite requesting taxi and hotel services per regulations, LOT staff refused to help. This experience with LOT Airlines was extremely disappointing as first-time travelers with them.

I, Kishor Chaudhari, traveled with my family (Kishor H. Chaudhari, Neeta K. Chaudhari, Eshan K. Chaudhari) from Paris to Mumbai on July 2, [redacted], on your flight, Flight No. LO332 (from Paris to Warsaw) and Flight No. LO075 (Warsaw to Mumbai). Upon reaching the Paris airport and receiving our boarding passes, Lot Airlines abruptly canceled our flight. While all other airlines were operating normally and on time, Lot did not provide any assistance at the airport regarding our luggage. Despite requesting taxi and hotel services as per regulations, Lot staff declined to help us. This disappointing experience with Lot Airlines has left us frustrated, especially since this was our first time flying with them. We are considering taking legal action for this inconvenience.

Hello, I'm forwarding the email sent to GoToGate for your reference. I'm currently stuck between LOT Airlines and GoToGate without much assistance. LOT Airlines canceled my flight on July 29 without providing any reasons. They offered a new flight on August 30, which didn't suit my holiday plans. When I contacted your customer service, I was advised to cancel the whole trip for a refund, which seemed unfair as it was the airline's decision to cancel. I had to rebook at an additional cost of £[redacted].79 due to lack of support. I believe I'm entitled to a full refund for the canceled flight and reimbursement for the extra expenses incurred. I have reviewed the regulations, specifically paragraph 13 of [redacted]/[redacted], which supports my claim for compensation. Thank you for your attention to this matter.

Dear Sir or Madam, On June 24, [redacted], our family, with booking numbers (T2LWFO and MJ5DPC), scheduled a flight from Düsseldorf to Warsaw and then from Warsaw to Beirut. Unfortunately, the delay of the flight in Düsseldorf caused us to miss our connection in Warsaw, resulting in a 24-hour delay. Upon arrival in Beirut, our suitcases were missing, leaving 8 adults and 4 children without their belongings for the entire vacation. The return flight for the passengers with booking number T2LWFO encountered the same issue. A delay in Beirut caused a missed connection in Warsaw. We kindly request compensation for the distressing vacation experience, which includes missing days due to delays, the cost of buying clothes in Beirut, and having to replace brand new evening attire purchased for a wedding. Despite multiple attempts by my husband and brother-in-law to contact you, we are yet to receive a response. We hope for a prompt resolution to avoid legal action. Thank you for your attention to this matter. Sincerely, Samah J.

Hello all, I flew with Polish Airlines (LOT) on July 29, [redacted] from Frankfurt Airport to Rafic Hariri Airport with a layover in Poland. I had three bags which did not arrive with me. I have filed a report with Lebanese General Security and I am looking for information about my bags and the shipping company responsible for them. I am eager to receive any updates promptly. The file number is BEYLO10670. Best regards, Rasha Y.

I flew on LO 76, BUSINESS CLASS, in seat no. 03F from Mumbai to Warsaw on August 21 at 08:45 IST. Upon arrival, I noticed that the recliner was not working, making the seating very uncomfortable. I informed the attendants and Mumbai airport staff, but no solution was provided. Despite the good service, the broken seat ruined my 9-hour flight experience. Upon landing in Warsaw, the discomfort continued. My baggage also had deep dents, adding to my frustration. I hope to receive a full refund and an apology from the airline for the inconvenience caused by the broken seat and damaged baggage. I am attaching my ticket, images of the damaged baggage, and my passport. Thank you.

I had a confirmed flight for myself and my family from Tirana Airport to Toronto Airport from Aug. 08 to Aug. 14. However, my wife's PCR result came back positive on Aug. 07, leading us to cancel the trip to avoid quarantine regulations in Canada. Despite my attempts to contact Polish Airlines immediately to cancel or refund our five tickets, worth over US dollars [redacted], I was unable to reach them for assistance. Now that I have returned home, I am exploring any possible compensation options, such as a full refund, partial refund, or vouchers for future use.

Hello, I am traveling to Poland for a humanitarian mission and had hoped to benefit from checking in three bags for free by upgrading to first class. Despite the airline confirming the upgrade, they informed me the offer did not include extra baggage. I paid extra for my seat in advance and requested the upgrade fee be used for the bags instead. Regrettably, the airline refused a refund or any adjustments. I cannot afford to pay for both first class and extra luggage. I tried escalating the issue to a supervisor, but was told it wasn't an option. As my flight is tomorrow, I seek assistance in resolving this issue promptly.