LOT Polish Air Customer Service Issues

Dear Madam/Sir, I am writing to share the challenging experience I encountered on a recent trip from Düsseldorf to Beirut with my wife and two children, including a layover in Warsaw. Our journey was disrupted by a delay, causing us to miss our connecting flight to Beirut and leading to an unexpected day in Warsaw. Upon our eventual arrival in Beirut, we were dismayed to discover that only one of our seven bags made it. While we managed to retrieve three handbags after an 11-day wait, the remaining luggage and its contents, including clothes for the whole family, were missing. After much effort and additional expenses, only three out of four large bags have been located, with the fourth one still unaccounted for after 49 days. The missing bag with tag number LO690280 has yet to be located. I kindly request assistance in locating and returning this bag to my address in Germany. Thank you for your attention to this matter. Sincerely, Dr. Mamdouh Touban

Dear LOT Airlines members, I am a regular traveler with your airlines along with my family. Unfortunately, our recent experience was extremely disappointing. Our ticket with an extra baggage was canceled abruptly without any prior notice, causing a lot of inconvenience at the airport. We had to purchase new tickets and extra baggage, along with a wait time due to the sudden cancellation of our initial booking. The staff mentioned that we would receive a refund for the ticket and baggage. It is important to note that our tickets were originally booked on 31.07.[redacted]. However, your airlines canceled them days before our flight, leading to a delay in our travel plans until 05.08.[redacted]. This unexpected change resulted in us losing a week of our time due to the cancellation. I kindly request a prompt refund for the roundtrip ticket and extra baggage fees I had to pay. The entire experience was both distressing and unacceptable. Looking forward to your prompt response. Warm regards, Shaza El Nemr

Passenger: S. E. Nemr (ADT) Booking Reference: 48KZOF Ticket Number: [redacted][redacted] Dear LOT Airlines Members, I am a frequent traveler with my family on your airlines. Unfortunately, I recently experienced a cancellation of the mentioned ticket, which included additional baggage, without any prior notice. Upon arriving at the airport for check-in, I was informed by LOT Airlines staff that I could not travel with my family and two daughters. This led to significant delays, as I had to purchase new tickets and pay for additional baggage again. I was assured that a refund for the ticket and baggage would be processed. Our original tickets were booked on 31.07.[redacted], days before the flight was canceled, forcing us to reschedule for 05.08.[redacted]. This unexpected change caused us to lose a week of our travel plans. I kindly request a prompt refund for the roundtrip ticket and extra baggage fees. I look forward to hearing from you soon. Best regards, S. E. Nemr

I traveled with your Airline last Tuesday, September 13th, departing from London Heathrow to Warsaw with the flight number LO280. My final destination was Beirut on September 14th at 2:55, with flight number LO145 from Warsaw. The Heathrow-Warsaw flight was delayed by about 50 minutes, causing me to miss my connecting flight to Beirut. Upon reaching Warsaw, our luggage was not transferred to the Beirut flight, and it stayed in Warsaw. I reported this to Middle Eastern Airlines in Beirut with the help of their staff and filed a property irregularity report with the following details: File reference BEYL010737/14SEP22/0156GMT, Name: J Albukaai, Number of bags: 3, Tag numbers: LO084926/LO084883. I urgently need my luggage back as I am getting married next week. I checked your website and saw a flight from Warsaw to Beirut on September 16th at 12:55, arriving at 20:35. Can you please arrange for my luggage to be on this flight to Beirut? Thank you, J Albukaai.

Hello, I am Viktor Pryymak. On September 25, my wife and I were supposed to take flights LO [redacted] from Krakow to Warsaw, LO1 from Warsaw to Chicago, and then a connecting flight to Minneapolis. Due to missing our initial flight, we arrived directly in Warsaw and were unable to board the subsequent flights, resulting in unexpected cancellations. This caused us significant financial strain, as we had to purchase costly new tickets to reach our final destination. Additionally, the situation led to the potential loss of a work day for my wife, which was distressing. Despite the airline's reference to the General Conditions of Carriage, we believe we are entitled to compensation as outlined in the policy's Article 11.3. Furthermore, under Regulation (EC) No [redacted]/[redacted], passengers have rights in cases of flight cancellations, including the right to compensation. I am requesting a refund for the expenses incurred due to the cancelled flights and the difference in cost between the original and new tickets. I am prepared to provide booking references and ticket details via email if needed. Your prompt attention to this matter is appreciated.

To Whom It May Concern, Based on my 7,[redacted] hours of flying experience with various airlines, I believe I can offer an objective assessment of airline customer service. However, I encountered significant challenges with LOT Polish Airlines' customer service. The staff seemed untrained, lacked knowledge, and often responded negatively to inquiries. Trying to reach customer service during the afternoon or night felt impossible, with long wait times and frequent disconnections. While in Dusseldorf on 23/10/[redacted], I urgently needed to modify my booking with LOT but faced difficulties. Despite calling the provided number on my ticket, I was redirected to a UK line, where I endured multiple disconnections after waiting 15 to 30 minutes each time. Even when I managed to connect, the personnel seemed unable to assist and eventually hung up on me. Subsequent attempts to reach them were equally frustrating, leading me to purchase a new ticket. Upon returning to Poland, resolving the issue with my unused ticket proved time-consuming and ineffective, as email responses were delayed for over a week. Lack of a complaint submission option on LOT's website added to the inconvenience. Best Regards, Wojciech B.

Hello, My name is Meir Rahamim, and I am a loyal customer who has frequently flown with your airline over the years. Recently, I traveled to Warsaw with your company. Unfortunately, upon arrival, I had to cut my trip short due to a sudden deterioration in my health. When I approached the airport counter to change my return flight to an earlier one, I was shocked to learn about the significant fee attached to this change. In my past experiences with other airlines, the standard fee for changing a flight is $[redacted], particularly when the reason for the change is related to a health issue. I kindly request a review of my situation and inquiry into whether any assistance can be offered in this matter. Thank you.

Good evening, Ticket number: [redacted][redacted] Reference number: KCZ6ZM I am D. Kaushik from India. In September, I booked a flight to Moldova from India. Shortly after booking, I spoke with Executive Marta regarding canceling my ticket. She mentioned the ticket was non-refundable, so I decided to reschedule instead. When I contacted customer support for rescheduling, I was informed that if I canceled, only the fuel charge would be deducted, and I would receive the rest. The Executive canceled my flight and confirmed the refund of the basic charge and unused charge. I had booked the ticket for around $[redacted]-$[redacted] and was expecting a refund of $[redacted]-$[redacted] after deducting fuel charges. However, I only received a refund of $38 today. Please investigate this matter and provide a response. Thank you.

My name is Indu Sabharwal, and I recently flew with LOT Airlines from Kraków to Delhi and back. My return journey was smooth until I encountered issues at Warsaw Airport. Despite informing LOT Airlines that I needed special assistance and could not climb stairs, I was forced to do so at Warsaw Airport. The Air Hostesses were very rude and unhelpful, causing me to experience pain and swelling in my knee. This treatment was unacceptable, and I even had to walk without a wheelchair upon arrival in Krakow. LOT Airlines should have better-trained and more compassionate staff. This experience has left me in significant discomfort, and I am now hesitant to choose LOT Airlines for my future travels.

I want to share my recent travel experience with Lot Polish Airlines regarding my trip from Toronto to Istanbul with my three children. During a layover in Warsaw, I, with my Afghan passport, and my children, with Canadian passports, encountered difficulties due to not having a Turkey visa. Despite having a Canadian PR card, we faced a 15-hour wait in Poland, with one of my children being non-verbal and autistic, adding to the challenge. Eventually, we were issued boarding passes for Turkey without requiring a visa. Upon arrival in Istanbul, I transferred my luggage but unfortunately lost one containing valuable items. Moreover, I was unable to board my flight from Afghanistan to Istanbul due to permission issues, resulting in expensive rebooking for our return to Toronto. I am now seeking a refund for the return tickets and assistance in locating my lost luggage. As I am currently not employed and visited family after a long time, the financial loss has had a significant impact. Your prompt attention to this matter would be greatly appreciated. Thank you for your understanding.

I am currently in Amsterdam Airport since 7 AM. However, the system is only giving me a connecting destination for my bag, which is not going to Los Angeles as needed. I have tried asking for help, but unfortunately, I am being told that I am not from LOT. This situation is causing me to incur additional expenses as I purchased lounge access due to the long layover. I am seeking assistance to resolve this issue and request reimbursement for the inconvenience. Thank you.

We reserved exit row seats for two flights with LOT and were later assigned seats in different rows on the return flight. Despite being charged for more legroom, the seats on the outbound flight were changed to free standard legroom. A live chat employee responded a day later but did not follow up after asking what we needed. A lengthy call to the Call Center eventually resulted in our originally booked seats being reinstated, only to find out on the outbound flight we were still in a standard row instead of the exit row we paid for. The lack of customer service from LOT is disappointing and unprecedented in our experience.

I had a ticket from a Polish airline for a flight from Cairo to Warsaw on January 2nd, [redacted], at 3:05 AM that I purchased through Expedia. The confirmation number is 4KL3GG, and the Expedia itinerary number is [redacted][redacted]. When I arrived at the Cairo airport on January 2nd, I was informed that the flight didn't exist. Despite being alone at the airport, I struggled to get assistance from various airline companies there. After 2 hours, a Turkish airline representative helped me by contacting the Polish airline, which revealed the flight was canceled. The soonest available flight was on January 4th at 12:30 PM. However, despite my request for a seat on the January 2nd flight, I was informed that the plane was full. I spent the night at the airport due to safety concerns and eventually found accommodation with a relative's contact I connected with through Facebook. After returning to LA on January 4th, I wasn't able to return to work due to the circumstances. I incurred costs for two days of accommodation in Cairo, three days of missed work, and the distress of not being able to leave Egypt. I am hoping to resolve this situation regarding my losses before considering legal action. Thank you, Marina Dolian.

Hello. I am reaching out to you as a Ukrainian citizen, Mrs. Patrilyak. In February, I will be traveling with my children to Canada under the CUAET program. I have booked three tickets for the flight from Warsaw to Toronto on January 21, [redacted], under the names Patryliak Halyna, Vasyl, and Denys, with the booking code WQ8XTS. The total cost of the tickets is 12,[redacted].19 PLN. One of my sons, Vasyl, has been disabled since childhood. I have heard that LOT Airlines offers discounts to Ukrainians if tickets are purchased in January for February travel. Could you please provide me with information on the terms of the discount for Ukrainian passengers? Contact phone number: [redacted] (Viber WhatsApp), email address: [redacted] Thank you.

Good Afternoon, I hope this message finds you well. I am reaching out to seek your assistance regarding my aunt's travel situation outlined below. My aunt, Mrs. Uliana Lakota, purchased a ticket from Warsaw to New York with a return to Warsaw. She traveled to New York in July [redacted]. Due to circumstances in Ukraine and her health, she is unable to fly back. Feeling unsafe to travel through Warsaw to Ukraine, she wishes to amend her return flight booked in December [redacted]. The booking reference is RBG532 - Mrs. Uliana Lakota. She submitted a form on the website as advised by a LOT agent over the phone. However, there was no clear indication of the refund policy, and the communication lacked detail. Despite just seeking information, the form processed as a refund request which was unexpected. An email confirming the refund process without sufficient details led to confusion. Upon contacting LOT Airlines via WhatsApp, a refund of £4.5 was confirmed, which was a shock to us. The lack of communication, unclear refund policy, and website usability issues have resulted in misunderstandings and frustration. We are not looking to file a complaint but kindly request your assistance in Mrs. Uliana Lakota's case. We seek clarification if a partial refund or a future flight voucher is possible. We appreciate any help or guidance you can provide. Kind Regards, Kristine

Hello, I am writing to file a complaint about my lost luggage consisting of four suitcases. My colleagues and I are set to attend an event in Cologne tomorrow, the 14th. The luggage contains crucial items needed for the event, making it imperative to retrieve it today. Despite expecting a response by now, I have yet to hear back regarding the report on the missing luggage. It is crucial to emphasize the urgency of our situation, and we urgently require the return of our luggage at the earliest. Flight details: LO1098 from Seoul/Incheon to Warsaw, and transit flight number LO379 from Warsaw to Frankfurt.

Hi, I wanted to use my voucher before it expires, but the 13-digit number format I need to use is the one starting with [redacted]-[redacted], which was generated by LOT Polish Airlines. Thank you and regards, Eva Skoperda

I booked my ticket with the understanding that I could bring two 23kg bags and a hand luggage of 8kg. However, I have seen conflicting information online stating that only one 23kg bag and a hand luggage are allowed now. I have already packed according to the original policy. I kindly request clarification on the current baggage allowance to know how many bags I am allowed to bring. Thank you.

Hello. I arrived in Chicago on the 19th of April at 11:00 PM. I flew from Warsaw to Chicago on flight LO3, departure time 4:40 PM, arrival time 7:45 PM. At the Chicago airport, I found out that my suitcase was so damaged that I couldn't take it to the parking lot. I picked up the suitcase from the conveyor belt and noticed some airport employees near the luggage carts. Unfortunately, I don't speak English, but I showed the damage on the suitcase. The lady checked the baggage number, took down my flight details, the name of the person I was visiting, my phone number, and email. I managed to put the suitcase on a cart myself and took it to the car. I took photos of the large piece that broke off the suitcase wheels. I don't know why the lady took down all my details and the details of the people I was visiting. Maybe it's because I showed her the damage that occurred upon arrival? I have pictures of the broken piece of the suitcase and the chipped part of the side panel. The suitcase was new, the handles were even wrapped in plastic (I didn't even have time to unwrap them). So far, I haven't been able to fix the broken part with the wheels and the piece of the panel because the suitcase is made of hard material, and no glue will hold. The suitcase needs to be thrown away. There's a big hole, and you could see things inside through it. Even some small sachets of masks flew out because they were tiny. The rest of the items are undamaged. What should I do? Where should I describe my damage to LOT? What email should I send the description of my damaged suitcase to? I haven't found any email address to report damaged baggage. Please help. I know I only have 5 days left to report the damage. Thank you. Elzbieta Jegor-Milart

Booking Reference: 4OIRBV - Quinlan, L. and S. I attempted to purchase upgraded seats, but our credit card company flagged the charge. I have since verified the transaction's legitimacy and instructed them to proceed with the payment. Despite this, the charge remains pending. I kindly request your assistance in processing the payment promptly to secure the upgraded seats. I would appreciate confirmation once the charge has been successful and if the upgraded seats are now secured. Additionally, I would like to inquire about the possibility of checking in online for our upcoming flight. Thank you for your attention to this matter.