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Join 1,259+ users reviewing LOT Polish Airlines. Read verified ratings and real customer experiences on lot.com before you order.
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1.6 / 5
Average user rating
1259
Total reviews
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lot.com Reviews
Read real experiences from customers of lot.com.
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Anastasia I
March 24, 2026
Pet in Cabin Extra as Money Trap
Very disappointing experience with LOT regarding transparency and customer support.The pricing for pet transport is not clearly displayed on the website before booking. Customers are effectively expected to complete a reservation first and only then clarify the actual cost, which is not a transparent or customer-friendly approach.What made it worse was the quality of support. Multiple agents provided scripted responses and showed no willingness to properly investigate the issue. I was even advised to “book first and then call,” which is not a reasonable solution when pricing is unclear from the start.It later turned out that there was indeed a technical error, which confirms that the initial responses were misleading.I would like to thank Adriana, who finally took responsibility, properly reviewed the case, identified the issue, and corrected the price. It’s reassuring that there are still employees like her who genuinely care and take their role seriously (hence +1 star).However, the overall system and support experience need significant improvement, especially in terms of pricing transparency and accountability.
Consumer
March 24, 2026
One of the worst airlines (Everything is broken)
One of the worst airlines, with terrible planes in a terrible state, broken tray tables, broken seatbacks, and a non-functional entertainment system—all on a 13-hour flight from Seoul to Warsaw.There was also a 13-hour flight where we were given two small cups of drink. Otherwise, we had to get up, go to the galley, and get our own drinks. Food was served once at takeoff and again after about 10 hours – absolutely inadequate.The outrageous part is, after the flight, I filed a complaint and requested a partial refund of my €5,800 ticket. The response I received was, "We can't address every single issue," and that was it. I don't even want to know what the technical condition of the planes is like. I will never set foot on an LOT plane again Flight LO98
Moein
March 22, 2026
Disappointing and Unfair Experience
Terrible experience. The flight felt like an old, worn-out bus in the air.At boarding, I was pressured to check in my cabin luggage, even though it met the requirements. They said the airplane is small! What made it worse was the inconsistency—only a few passengers were asked to do this. I was told “everyone has to do it,” which clearly wasn’t true.Very disappointing service and poor handling of passengers. It was my first and definitely last time flying with LOT!
Abhishek Bhati
March 21, 2026
This was hands down one of the worst airline experiences
This was hands down one of the worst airline experiences I’ve had. 1️⃣ Meal mishandling Despite clearly requesting a Vegetarian (VGML) meal, I was served a Vegan meal instead. These are not the same. If an airline cannot even distinguish between basic special meal requests, it seriously questions their service standards. 2️⃣ Cabin crew completely unresponsive I pressed the call button seven times just to ask for water. Seven. No one came. No acknowledgment. No explanation. It genuinely felt like the cabin crew was actively ignoring passengers. Asking for water should not feel like filing a missing persons report. 3️⃣ Uncomfortable seating The seats were extremely uncomfortable and made the flight unnecessarily tiring. Combined with the poor service, it felt like LOT prioritizes cost-cutting over basic passenger comfort. Overall, the experience showed a clear lack of attention, professionalism, and care for passengers. Between incorrect meals, ignored call bells, and uncomfortable seating, LOT Airlines failed on every basic expectation of full-service air travel.
Emil Aliyev
March 21, 2026
I booked four tickets in February for…
I booked four tickets in February for my family traveling from Toronto to Baku (August 7 – September 13). We requested to reschedule only one ticket, but due to the careless and reckless handling by an airline employee on March 20 at 9:00 AM, all four tickets were rescheduled incorrectly.I was charged $255 for this mistake, and when I called immediately to correct it, I was told I had to pay $180 per person plus fare differences for a mistake that was entirely the airline’s fault. I was only able to change one ticket back to the original date and was charged $390.Our family’s travel plans were disrupted, and we incurred unnecessary costs due to the airline’s poor service. This experience was frustrating and unacceptable. Customers should not suffer financially because of such negligence.
Iman Aliyev
March 21, 2026
I booked four tickets in February for…
I booked four tickets in February for my family traveling from Toronto to Baku (August 7 – September 13). We requested to reschedule only one ticket, but due to the careless and reckless handling by an airline employee on March 20 at 9:00 AM, all four tickets were rescheduled incorrectly.I was charged $255 for this mistake, and when I called immediately to correct it, I was told I had to pay $180 per person plus fare differences for a mistake that was entirely the airline’s fault. I was only able to change one ticket back to the original date and was charged $390.Our family’s travel plans were disrupted, and we incurred unnecessary costs due to the airline’s poor service. This experience was frustrating and unacceptable. Customers should not suffer financially because of such negligence.
Oksana
March 20, 2026
Support useless and potentially harmful
I like travelling with Lot, but support team is so unhelpful and not useful. In WhatsApp they cannot answer any specific question even when I spoon feed the info to them to simplify my question, it’s like they don’t know and are scared to give a direct reply. Called the phone number and a lady on the phone gave me even wrong and potentially harmful information about EU passport for pet versus EU Animal Health certificate.Dear team I have very specific question far boarding with your airline that I need to know before I get to airport, can please someone who really knows the rules and can confirm sth for me contact me?
Lucas
March 18, 2026
Lot made a mistake
Lot made a mistake. I cancelled 3 tickets under the same 24h-100%-refund-policy. 2 were refunded 100% and 1 was partially refunded. There is 100 euros to be refunded. And they don’t respond my emails.
Tom
March 18, 2026
Deceptive Practices, got charged twice.
After a flight schedule change, a LOT Polish Airlines phone agent explicitly told me to submit their online refund form just to get my case reviewed. The automated confirmation email even stated my application was under "consideration," so I reasonably assumed a human was reviewing my options.The very next day, LOT’s system prompted me to log in and officially accept the new flight time. I also called them and successfully paid to add a pet to my booking. According to LOT’s own written policy, interacting with the schedule or modifying a booking automatically cancels any pending refund requests.Instead, their IT system completely ignored its own rules. They secretly voided my active ticket without sending a single cancellation email. I only found out when I arrived at the airport check-in desk.I was left stranded, missed an important event, and was forced to pay over €500 out of pocket for last-minute replacement tickets. Even worse, I had to pay for my sports baggage and pet reservation a SECOND time.When I filed a formal complaint, Customer Relations ignored the evidence of their system failure, dodged my questions, and refused to refund my duplicate out-of-pocket charges. They are holding my money hostage for services I was forced to repurchase the exact same day.Avoid this airline at all costs! I am escalating this to the European Consumer Centre.
Victoria Rainha
March 17, 2026
Horrible
My experience with [airline name] was extremely disappointing. The in-flight service is minimal, even on multi-hour flights; the food is almost non-existent or of very poor quality, and the crew treats passengers like numbers, with no attention or flexibility. I even requested an upgrade to business class, with empty seats available, and it was denied without any reasonable explanation. Compared to other airlines, especially those in SkyTeam, the difference is striking: the experience there is far more human, welcoming, and enjoyable. I definitely do not recommend this airline for anyone who values good service and comfort.
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