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.
My luggage haven’t reached the final destination in Istanbul. I have been contacting LOT for more than 24h and no answer from them and no track of my luggage. The airport in Istanbul is aware already and waiting for my luggage arrive from poland. IST LO 12720 from flight LO 137 is missed in Warsaw . I don’t have nothing to wear , i depend on medication and its all in my luggage. I will sue them! That’s an absurd
Zero humanity. Zero patience. Zero competence. Flight was cancelled. No communication on next steps. Waiting around for 3 hours in one line only to be sent to another line for another 4 hours. No resolution. No matter how ahead the ticket, it’s not worth the inhumane treatment and incompetence.
I have been trying to contact Lot both via their website as well as vie telephone to request a special meal on-board my transatlantic flight. The website will not allow me to do so, and nobody is answering my chat/phone requests/calls. Terrible customer service. Non-existent.
Anyone can write a CrowdTrust review. People who write reviews have ownership to edit or delete them at any time, and they'll be displayed as long as an account is active.
Kupiłem lot z Pragi do Warszawy z międzylądowaniem w Krakowie. Pierwszy odcinek bez problemu z Ryanair. Natomiast drugi z LOTem to klasyczna porażka przewoźnika - overbooking. Bilet został anulowany przez LOT bez podania przyczyny i dostałem opcję kupienia sobie innego lotu. Nigdy więcej z LOTem. Nie pozwolono mi złożyć reklamacji w biurze przewoźnika oraz poinformowano o braku kierownika dostępnego do załatwienia tej sprawy (lotnisko Kraków g.16.21).
J'ai acheté des billets le 12/03/22 et le 14/03/22 on m'annonce une modification de vol à l'aller. Je trouve cela inadmissible alors que les places étaient bien disponibles à l'achat. C'est purement de l'escroquerie! Première étape: appâter les gens avec des prix attractifs et des horaires convenables Deuxième étape: modifier les horaires de vols une fois que le paiement a été fait. C'est vraiment du vol, une compagnie que je ne recommande pas du tout.
Worst company ever ! They cancelled my flight and gave me wrong information and have added in system that I didn’t show up at the airport ! When I contact them they told me I can ask for refund and in reality the tickets aren’t refundable! There was some more people with same problem ! I’ve lost my money, my time and have been fooled so never go with polish companies!!
Complete mess!!! Don't think, that when you purchase ticket-your problem sorted! Your problem just started!!!...Changing times or returned flights.. after one week change DAYS of departure.... If you will try to get refund- you will be in this "ping-pong" game between your "agent" and "airline"....and will end up paying "cancelation" fee for flights you paid already ,but they never exist!
Si vous souhaitez arriver à destination 26h après l'heure souhaitée, si vous attendez d'une compagnie qu'elle vous réponde qu'elle n'est pas responsable des avaries techniques des avions qu'elle afrête, alors n'hésitez plus ! LOT c'est LOTs of problem et ZERO solution / service client ! J'engage une procédure AirHelp.
La palme d'or de la pire compagnie est attribuée à LOT ! Une journée entière d'attente à CDG Paris sans aucune assistance ni information. 0 personne de la compagnie pour répondre a nos questions. Vol annulé. Pas de remboursement possible au guichet Des voleurs Des arnaqueurs Never Again.
Customer Service is worse than the so called Budget Airlines....which LOT is not when you see their ticket prices. They changed their website so you have to call Customer Service to make any changes to your flight, even if you buy a flexible ticket. I was on a flexible Business Class ticket trying to change the date. No response to online forms, no response to messenger chats and zero response on the phone. After a total of 4 hours on hold I still didn't get to talk to agent. A week of online forms and messages and zero response. Doesn't matter what class you fly. Terrible, will not be flying with them again if at all possible. I had to fly on the dates I was booked on because I couldn't get to talk to anyone before my flight.
J'ai effectué un vol Cracovie-Gdansk aujourd'hui et je n'ai rien à redire. Tout le personnel croisé était agréable. L'embarquement et le débarquement étaient fluides. Il a fallu moins de 10 minutes pour avoir les valises en main. En vol le siège était confortable, il y avait un bon espace pour les jambes. Le service était bien, verre d'eau et collation sucrée avec un cadeau pour les enfants. J'ai été content de ce vol.
Flight cancelled. I booked a flight in September 2020 for July 2021. The flight was cancelled in February. I tried to contact the company by phone and what's app but no one answered initially. I then contacted the booking company, Amex Travel, and they were able to connect with them after being on the phone for a couple of hours. The ticket was refunded in full. It took about a week for the money to get credited to my account. I also had paid separately for seats. Eventually, the what's app message was answered a couple of days later and the money for the seat fee was refunded to me. I guess they are just really busy with this entire mess. Also, as I read other reviews, I realised that they have gotten better in handling issues properly, compared to last year. The three stars I gave I really for getting my money back in a timely manner, and for cancelling my flight way in advance, instead of in the last moment.
Sehr schlechte Fluglinie. Habe einen Flug gebucht, Geld abgebucht, Flug gecancelled. Es war ein Multi-Stopp, da es momentan keine direkte Verbindung gibt. Ich kann nach Warschau fliegen, aber nicht mehr nach Frankfurt. Telefonisch nicht erreichbar. Whatsapp versucht, Antwort nachts nach 15 Stunden und dann wird geschrieben, dass das Gespräch beendet wird, da ich nicht reagiere ?! Messenger versucht, keine Antwort, soll warten. Was für ein Schrott.
Just travelet to Warszawa from CPH! Nice to se how an airline like all others struggles to provide the best possible service in these very hard times! Thanks for a nice ride yesterday January 11'th 2021!
Can't get a refund cause "I changed the ticket once" I never agreed on changing the ticket. "Yes you did on the 13/10" but no one can read me the email where i supposedly confirmed the new times. CAUSE I NEVER ACCEPTED IT. Booking number L56FI2 Booking referenence: K9H3K2
une catastrophe! plusieurs annulations pour les mêmes vols, de la mauvaise foi de la part du "service" clients. disent une chose et son contraire. ça ne semble pas les choquer de donner des heures horribles ou un vol sur plusieurs jours au lieu du vol normal, sans compensation et refusent le remboursement malgrés le chaos crée. on ne m'y prendra plus jamais..
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.
This profile hasn't been claimed by the business owner.
