LOT Polish Airlines is a prominent airline based in Poland, offering a range of air travel services for both business and leisure travelers. As a member of the Star Alliance, LOT connects numerous destinations across Europe, Asia, and North America, providing passengers with extensive route options. The airline is known for its commitment to safety, comfort, and customer service. LOT Polish Airlines caters to a diverse clientele, including individual travelers, corporate clients, and tour operators. In addition to passenger flights, the company may also offer cargo transportation services, enhancing their operational capabilities. The airline's website, lot.pl, serves as a platform for customers to explore flight options, make reservations, and access travel-related information, ensuring a user-friendly experience for all travelers.
LOT Polish Airlines receives a predominantly negative response from customers, with many expressing dissatisfaction regarding flight delays, poor service, and refund issues. Reviewers frequently mention unpleasant interactions with staff, describing them as unhelpful and unresponsive, particularly during emergencies or when seeking assistance.
Complaints about canceled flights and inadequate communication are common, with some passengers feeling misled about their ticket options and refund policies. However, there are a few positive remarks about the quality of food and the professionalism of the cabin crew on certain flights, with some travelers noting timely arrivals and a pleasant travel experience. Despite these isolated praises, the overwhelming sentiment leans towards disappointment, leading many to advise against choosing LOT Polish Airlines for future travel.
Summary generated with AI from recent reviews
Each source counts by its number of reviews. Only reviews written by people are scored.
| Source | Rating | Reviews | Weight | 6-mo | Fake risk |
|---|---|---|---|---|---|
Trustpilot Imported Trustpilot reviews | 1.8 | 99 | 100% | +0.5 | ● Low |
Monthly average rating from reviews written by people · latest review Jul 2025.
| Month | Average | Reviews |
|---|---|---|
| Aug 24 | 2.0 | 6 |
| Sep 24 | 5.0 | 2 |
| Oct 24 | 1.0 | 1 |
| Nov 24 | 1.0 | 1 |
| Dec 24 | 2.0 | 4 |
| Jan 25 | 1.0 | 2 |
| Feb 25 | 1.0 | 1 |
| Mar 25 | 1.0 | 1 |
| Apr 25 | 5.0 | 1 |
| May 25 | 3.8 | 4 |
| Jun 25 | 1.0 | 1 |
| Jul 25 | 2.3 | 3 |
Share of positive (4–5★) and negative (1–2★) reviews mentioning each topic · based on the 99 most recent reviews.
“We flew from Warsaw to Tokyo, and the experience exceeded expectations in every regard”
“While I was in the ambulance, my husband tried multiple times to reach LOT’s customer service, only to find that it i...”
Same method for every company: overall rating, legitimacy checks, the average rating of reviews mentioning each area and the 6-month trend · Airlines.
| Company | Overall | Legit | Service | Booking | Value | Trend | Reviews |
|---|---|---|---|---|---|---|---|
 | 1.8 out of 5 (poor) | 100 out of 100 | 1.9 out of 5 (poor) | 1.1 out of 5 (poor) | 1.7 out of 5 (poor) | +28% | 99 |
| 4.9 out of 5 (good) | 100 out of 100 | 5.0 out of 5 (good) | — | — | — | 1,109 | |
| 4.2 out of 5 (good) | 100 out of 100 | 4.2 out of 5 (good) | 3.5 out of 5 (good) | 3.8 out of 5 (good) | — | 1,083 | |
| 4.6 out of 5 (good) | 100 out of 100 | 4.5 out of 5 (good) | 4.5 out of 5 (good) | 4.6 out of 5 (good) | — | 1,069 | |
| 4.8 out of 5 (good) | 100 out of 100 | 4.9 out of 5 (good) | 4.9 out of 5 (good) | 4.6 out of 5 (good) | — | 1,050 |
Bottom line: LOT Polish Airlines is #5 of 5 on overall rating in this group. On booking, Audley Travel scores higher (4.9 vs 1.1).
99 reviews of LOT Polish Airlines. Filter by what matters to you.
Lot vend plus de billets que de places dans l'avion. Nous sommes restés en rade à Varsovie alors que nous avons acheté notre billet en novembre 2022. Nous avons dû prendre un autre vol à destination de Zurich au lieu de Genève, donc frais de train supplémentaire. En plus, ils ont égaré nos bagages.... Et pour se faire entendre chez LOT, c'est la galère
Be prepared for the worst flying experience you could ever have in your life! The airport staff and flight attendants are rude and refuse to answer any simple question or give any directions in English. They seem to be constantly angry and frustrated. So very strange for an international company! And don't even think that if you call Customer Service anything will be done to help you or give you a decent alternative. Customer service agents do not have a respectful or professional approach to people. They just inform you that it's none of their business if you run into problems, that you should have read their "terms and policies" before you even consider booking a flight with them, and, in conclusion, that it's just your responsibility to find a solution. They assertively say, in a repetitive manner, that your problem is none of their business! With "the help" of Lot Polish Airline, I was left alone and stuck in a foreign country airport that doesn't care about people, unable to continue my journey or return to my country. This company is a real nightmare!
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Piece of s#&@ airline company. Ended up paying so much, I could've gone with business class 1 trip, no layover with some other company. Don't buy your tickets here, theyre hustlers and robbers
Mój bagaż został przeszukany. Wszystko porozwalane , leki porozrzucane , kosmetyki powylewane ale uwaga teraz najlepsze !!! zostałam okradziona !!!!! Kolczyki , 2 bransoletki oraz pierścionek który był od kilku pokoleń w mojej rodzinie. Ja jestem świadoma tego , że tego nie odzyskam ale to jest dramat! Jak pracownik lotniska przeszukując bagaż może KRAŚĆ, nazwijmy rzeczy po imieniu ZŁODZIEJU karma do Ciebie wróci bądź pewien!!! życzę Ci tego i tak będzie. Boli mnie również to , ze to w moim kraju zostałam okradziona lot Warszawa-Albania. DRAMAT !!!!!
In summary, I had a horrible experience with LOT Polish Airlines, it is the worst airline I have ever used. Despite booking economy standard tickets through Expedia (which did not indicate that it was a saver ticket), we were charged for our luggage. According to your website, we are entitled to luggage. The check-in process was disorganized and chaotic. The flight was overbooked and my partner’s seat was taken by someone else. We were separated on the flight. The flight was delayed and the layover in Warsaw was so short that we did not receive our luggage in Beirut. The luggage was delayed 24 hours, which meant that we had to manage without our belongings for an entire day. We had to go to the airport again the next day early in the morning to pick up our luggage. On our return today (the 12th of August), we had to pay for the luggage again which is unfair. There was delay again and we did not receive the luggage as well. I raised a complaint and demanded a refund of the luggage payments and compensation for all the damage done. Lot airlines did not even bother to respond to me. It is a horrible airline, I would never use again and recommend it to be avoided at any cost.
Dramatically bad. Refused to pay 250Eur for 15 hrs delay.
This is the worst airline in the whole world believe me if you use this airline no matter who you are or where you are flying from you will regret it for the rest of your life , firstly they can just refuse you from boarding the flight , secondly they can delay the flight for up to 4 hours or even get it cancel the flight without caring one bit and if you have a connecting flight just forget it you will never meet the flight and they wings I anything to help, they are so rude and they are too expensive all for nothing and their services are terrible the worst you can ever get from an airline I have never made a review before about anything but this is just too bad and horrible and I just had to do this to warn everyone if you fall a victim of them don’t complain because have warned you right now never to use them Never use them this is a serious warning they are evil and they don’t know their jobs they are also very racist
The so called female asked for the language to be weighted and it was 0.3 kg over and my business parent for whom i had some good for was with me with 4.3kg we informed we are together so well below the allowable limit. She spoke in polish and i asked her to speak english and she started talking aggressive and arrogant claiming why is it that i have Polish passport and dont speak the language. I believe thats against many company policy as well as interference to my personal life. She than refused to allow us to balance the weight beware us and took it as a check in language while gossiping loudly to her colleagues and made few passengers laugh and look at myself, i herd the word black that is pronounced as chorni which is a massive harassment in advanced countries and i hope that soon enough countries like uk will have strict racial regulations agains companies that employ racist and rude workers.
Nigdy więcej! Zdecydowanie odradzam. Lot z Warszawy do Los Angeles 5 października 2019 roku wystartował z opóźnieniem 2 h 38 minut, samolot dotarł na miejsce z opóźnieniem ponad 3 h. Pogoda na obu lotniskach idealna. Moją reklamację LOT odrzucił podając absurdalne argumenty, jakoby na trasie panowały nadzwyczajne, bardzo złe warunki pogodowe. Prawda wyszła dopiero w sądzie. Samolot wrócił opóźniony z poprzedniego lotu, miał jeszcze usterkę techniczną, trzeba było zmienić przydział miejsc pasażerom i leciał dłuższą trasą niż zazwyczaj. Warunki atmosferyczne nie były nadzwyczajne. LOT odwoływał się, grał na czas, kombinował na wszelkie możliwe sposoby. Klient w ogóle się nie liczył, bezczelnie próbowano robić ze mnie idiotę. Po przegranej sprawie 5 kwietnia 2023 r. (tak, tyle to trwało!) LOT zwleka z wypłatą odszkodowania. Jeśli będziesz mieć pecha i coś będzie "nie tak" nie licz na zrozumienie i uczciwość LOTu! Pamiętaj, oni są panami, ty masz się podporządkować i najlepiej zrezygnować ze swoich praw. A jak się postawisz i zaczniesz walczyć o swoje słuszne prawa, licz się z tym, że walka będzie długa. Ja wybiorę następnym razem inną linię, nawet gdyby było drożej, co akurat będzie trudne, bo LOT na transatlantyckich trasach jest najczęściej dużo, dużo droższy niż konkurencja. Jedna przesiadka nie robi mi różnicy, wolę mieć pewność, że będę traktowany jako gość, nie jak wróg, którego trzeba złupić za wszelką cenę.
Be careful if you decide to travel with LOT, as they are experts in fraud! I booked a ticket from Hungary to India with luggage included, but at the check-in desk, they couldn't find it in their system and made me pay again for another 20 kg. To make matters worse, I am still waiting for a refund since February. The staff were not nice at all and claimed that they were a third party and didn't work for the company. They even threatened not to take my luggage if I didn't pay! And guess what? The same thing happened on the way back from India to Hungary. The staff were rude and dismissive once again, making it clear that they didn't care about the inconvenience and stress that they were causing me. To make things worse, they were weighing every single item I have to make me pay even more. Another incident that happened to my friend: He missed one way flight so they automatically cancelled his return ticket (3000 km ++). He was denied boarding!!! It seems like the only way to travel with LOT is to travel with no luggage and never miss your flight, or else you can forget about everything! It is unacceptable for an airline to treat their customers in such a way and to make them wait for months for a refund that is rightfully theirs.
This airline is so dishonest, difficult to work with, and deceitful about policy.vSo many things have guaranteed that I will never use this airline ever again, and I will tell all family and business partners to avoid. To begin, I have recently spent 5 HOURS on hold for ONE important phone call. Over three days I needed to call multiple times to resolve an issue that the staff could not handle appropriately, and over three days I spent 11.5 HOURS ON HOLD! In addition to this, on a second ticketed flight I needed clarification on medical device transfer policies, and after weeks of calling and waiting and being told someone would call me back with a proper answer, no one ever did. I've spent hours and hours over weeks being to someone would clarify. On a third (and absolutely final) ticketed flight I had a legal name change and passport update, requiring a change to my data. Per Lots OWN posted "name correction procedure" documentation, it is stated that there is no charge for a legal name change. Lot customer service disagrees with their own policy, and said that "while there is no charge for name change, there is a charge for ticket reissue, and if I decline to reissue the ticket my data will be incorrect at the airport and I will be denied boarding". This is is effectively false and dishonest information, as the airline forces you into a charge, or else denying you service on the flight. Lot Airlines consistently refuses to take accountability for its own stated policies, while also breaking its own stated policies to impose additional charges. The customer service is never able to clearly articulate policy or help customers prepare for their flights. It is a horrible situation and I promise that companies I work with will not ever use Lot Airlines again, and I will never return as a personal customer.
After waiting for long time , she , took my information and put me on hold again saying she don’t hear me, one time they just hand up on me pretending they don’t hear me also I was so sad was waiting more than 1 hr , I don’t like this company anymore they change a lot since my family first start using this airline, probably it’s time to change company also
They behave very badly.
Ce matin à Roissy, mon beau-fils a été refusé à l'embarquement par le personnel de LOT Polish Airlines parce que son test antigenique ne comportait soi-disant pas la bonne mention pour le Japon. Or, avec un schéma vaccinal complet, plus besoin de test Covid pour entrer au Japon. Résultat ? Un billet perdu, un vol Air France à racheter au prix fort POUR RIEN.
I’ve just completed my second experience with the airline. There was a long delay with a short haul flight and I’ve just got the second same ordeal for the same route. The airline is unprofessional and lacks proper organisational skills. They don’t meet the Star Alliance’s standards with all due respect. I tried them with flight connections and their non-proficient service cuts the opportunity to access the business lounge as they kill the time with horrendous delays. The flight delays, the airport bus delays in the airport. The cabin crew articulates about service issues in a low moral habit and you feel that this is low end people with regressive culture. In sum, I would say it’s disgusting. I still have one return flight with them but then never ever will even consider their service again. Creepy and dishonest.
1. Delays in both directions 2. Poor service in the plain 3. For this price - paid jouce during the flight 4. Too much ads in email 5. More than poor service in the airports One star is too much!
LOT Polish Airlines is a prominent airline based in Poland, offering a range of air travel services for both business and leisure travelers. As a member of the Star Alliance, LOT connects numerous destinations across Europe, Asia, and North America, providing passengers with extensive route options. The airline is known for its commitment to safety, comfort, and customer service. LOT Polish Airlines caters to a diverse clientele, including individual travelers, corporate clients, and tour operators. In addition to passenger flights, the company may also offer cargo transportation services, enhancing their operational capabilities. The airline's website, lot.pl, serves as a platform for customers to explore flight options, make reservations, and access travel-related information, ensuring a user-friendly experience for all travelers.
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