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.
Personnel désagréable et ne faisant aucun effort. Avions successivement en panne à Paris CDG puis à VARSOVIE. Lors des transfers, la Compagnie n’attend jamais un avion de chez eux en retard, même de 15 minutes ! J’ai déjà perdu 24h00 et ne suis pas encore arrivé à destination. Une honte / fumisterie.
I had paid along with my ticket for a nonvegetarian meal, that which after boarding on the flight became unavailable and available only on the paid menu which means a trick to loot passengers on the sky
✈️ Z przykrością dzielę się bardzo negatywnym doświadczeniem z LOT Polish Airlines. Zakupiłem bilety w taryfie Saver dla całej rodziny (4 osoby, w tym dziecko), za które zapłaciliśmy ponad 4000 zł. Z przyczyn osobistych musieliśmy zrezygnować z podróży – a LOT zwrócił nam jedynie 583 zł za wszystkie bilety. Rozumiem warunki taryfy, ale: – brak jakiejkolwiek elastyczności, – brak możliwości uzyskania vouchera, – zero dobrej woli pomimo rodzinnego charakteru podróży, – i kompletny brak empatii ze strony obsługi klienta zostawiają bardzo negatywne wrażenie. LOT jako narodowy przewoźnik powinien reprezentować wysoki poziom obsługi i szacunku dla pasażerów – tymczasem zostaliśmy potraktowani jak numerek w systemie. Nie polecam taryf Saver ani polityki zwrotów LOT. Klientów traktuje się tam bardzo zimno, a kontakt kończy się formułkami bez realnego wsparcia. ✉️ Mam nadzieję, że ktoś z zarządu przeczyta tę opinię i zrozumie, że pasażer to nie tylko regulamin – to też człowiek.
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I strongly urge everyone to avoid flying with LOT Polish Airlines. My experience with them during a very difficult time was not just disappointing – it was inhumane and disgraceful. I was traveling from Delhi to Hamburg with my husband while I was 26 weeks pregnant. For my comfort, we decided to upgrade to Business Class at the airport check-in counter, paying €2,000 for the upgrade. Within five minutes of this payment, I suffered a medical emergency and fainted at the counter. An ambulance was called, and I was taken to the hospital. The staff at the counter verbally assured my husband that given the exceptional nature of the situation, the Business Class upgrade would be refunded. This provided us with a moment of relief, assuming at least the financial burden would be lifted amidst a health crisis. However, what followed was an absolute nightmare. While I was in the ambulance, my husband tried multiple times to reach LOT’s customer service, only to find that it is virtually unreachable if you're outside the EU. After countless attempts, we finally managed to contact them, only to be told that no refund was ever initiated, and that we would need to fill out a refund request form. We did that — explained the medical emergency, the timing (only 5 minutes after upgrade), and the fact that the Business Class seat would likely have remained empty otherwise. We trusted that LOT would show basic human decency. Instead, we received a cold, canned response that the refund request was denied, citing standard terms and conditions. Let me be clear: This was a rare medical emergency, not a cancellation or no-show. The upgrade happened at the airport, moments before the emergency. We did not block another paying customer from that seat. Their own staff verbally promised a refund based on the situation. And yet, we have no accountability, no escalation point, and no refund. We are appalled at how dishonest, unempathetic, and unprofessional this airline is. Every decent airline I researched would refund in such cases, recognizing the nature of the emergency and the ethical obligation to be understanding. Instead, LOT’s behavior shows that their business model thrives on squeezing money from customers and dodging responsibility. The customer service is rude, inaccessible, and unwilling to help, especially in emergency situations. Airlines Must Do Better: There must be clear policies and guidelines for emergency medical situations, especially when they occur on-site at the airport. Verbal promises from staff should be formally recorded and honored. Refund requests should not be dismissed using boilerplate terms & conditions when compassion and common sense are called for. Airlines must offer a reachable escalation channel for urgent matters, especially in global scenarios. My baby and I are thankfully safe, but the experience with LOT was traumatic, unethical, and infuriating. I will never fly with them again, and I will actively discourage anyone I know from doing so.
If You Have One Chance to Choose Another Airline, Do It! Our recent experience flying with LOT Airlines from Vilnius to Miami via Warsaw was beyond disappointing. What was supposed to be a smooth and well-planned journey turned into a frustrating and stressful ordeal due to the airline’s mismanagement and complete lack of customer care. We booked three seats—two for my husband, one for myself, an additional seat added to ensure a comfortable journey for us and our pet. Everything seemed fine during online check-in for the first leg of our flight. However, at the airport, LOT’s staff only issued us two boarding passes and assured us that the third seat was reserved. When we boarded the plane in Warsaw, we were shocked to find that the seat we had paid for was given to another passenger. LOT’s mistake not only caused us significant discomfort but also resulted in our booking being falsely marked as a "no-show." The most frustrating part wasn’t just the mistake—it was how LOT handled it. Despite having clear proof of payment and check-in, we received no meaningful support or apology. To make matters worse, the cabin crew, while technically following procedures, lacked the most basic empathy or communication skills. No one acknowledged our distress, offered any kind of solution, or even apologized. Imagine being on a long-haul flight, having paid extra for comfort, and being completely ignored when that service was not provided. LOT Airlines may offer pet-friendly travel, but our experience proves that when things go wrong, they do not take responsibility. If you have an option to fly with another airline, take it—you’ll save yourself a lot of stress and disappointment.
I had a terrible experience with LOT Polish Airlines regarding my refund. I paid extra for a cancellation flexibility fee, which was supposed to allow me to cancel my flight and receive a refund. However, after canceling, LOT only refunded the taxes and completely ignored the extra fee I paid for flexibility. Despite multiple attempts to contact customer service and providing all necessary documents, they refused to return the money they owe me. Their responses were vague, unhelpful, and avoided addressing the issue directly. It feels like they are just keeping my money unfairly. I expected better from a major airline, but this experience has shown me they do not care about customer satisfaction. If you're considering flying with LOT, be very careful with their refund policies—you might end up losing your money like I did. I will not be flying with them again.
Lot z Kairu do Warszawy buisness class to jakaś totalna patologia. Fotele takie same jak w pozostałej części samolotu. No może 10cm więcej miejsca. Jedzenie podle. Brak dostępu do WiFi. Po prostu cała polska patologia w pigułce. Nigdy więcej żadnego LOT. EgyptAir bije ich na głowę i to na tak krótkich trasach jak Kair Hurghada. To jest po prostu kpina. Złodzieje zwykli.
opóźniony lot do Warszawy o 3 godz. na miejscu zamiast o 21:40 był o 01:30, niesympatyczna asysta osoby niepełnosprawnej, kilka razy mnie to spotkało, i lot odwołany też, zarząd nie reaguje na żadne uwagi, pozostaje interwencja w w Urzędzie Lotnictwa Cywilnego.
I had to fly from Cracow airport to Amsterdam with transfer in Warsaw. Because there were a difficult weather conditions in Cracow and I was concerned that I may miss my transfer in Warsaw. I went straight to warsaw to avoid the risk of missing my flight. I passed the gates and waited for my flight. I received the mail that my flight was anulated because I did not show up in Cracow. I went to LOT information center and they said that I didn't show up in Cracow they anulated my whole flight! hey said that that is they policy and it is my problem. I was already inside the airport they had free places and they proposed me to buy the ticket another time on rates 3 times higher that I paid for. In this company you are the number where they try to squeeze as much money they can. Their customer service is there to tell you that, that is not their problem and they will not make any exceptions. The lady by the LOT information was quite rude without any empathy that even should not serve customers. That is absolutely the worst customer experience I can recall. Give yourself a favour and choose another airline! My reservation is JWG8XL.
LOT has a really bad and inadequate customer service. I paid extra for my seat upgrade from Chicago to Warsaw and on the way back. However, when coming back at the end of June, they printed a new board pass for me even though I said I confirmed electronically 24 hours before and showed it in my phone. It had the correct seat I paid for. Their printed board pas had a different seat number. Somebody also was in my paid seat and they bumped me to a seat I would not choose myself. The crew said they can't do nothing about it and I need to ask for refund. So I did at the beginning of July...I had a few conversations via Facebook messenger with the customer service which had no clue and kept referring me to different websites to fill out a form. Even though I provided my case number. It's December and I never got a refund, even though I actually got automated case number in September saying they the refund will be processed. It's December and I got nothing. Frankly, I don't expect anything anymore, and I read reviews about LOT Polish Airlines selling the same seat twice. Needles to say I'm very disappointed and will try another airlines for my direct flight to Europe. LOT is a mess with delays, food and service.
ATTENTION, la compagnie est une arnaque! Suite à un problème technique du Boeing, le vol a été retardé de plusieurs heures où le vol suivant été raté. L'absence de représentant de la LOT à CDG n'a fait que empirer la situation désastreuse. Le voyage a été compromis avec le retour vers le point de départ. La compagnie a fait sourde en termes du remboursement du billet. J'ai été obligé de reprogrammer mon voyage avec AirBaltic
Flight cancelled. 2 hours in line waiting for hotel voucher - they could only find one person to work the counter. Rebooked us without any communication.
My experience was very poor. I booked a return flight with my 15 months old baby who got unwell. I had no chance to pack or call. I missed it. When I finally had a chance I booked another flight to be home on the same day but then LOT cancelled my return so I found myself having to book another flight back to London. Whilst I understand there are policies to follow the very lack of any attempt to contact me to check shows that the service provided by this supposedly better quality airline is that comparable to Ryanair. Don't bother overpaying.
Overbooking to jest skandal i nie rozumiem czemu uokik się tym nie zajmie. Maksymalizacja zysków kosztem klientów. Lot spadł na poziom tanich linii
I've never encountered a worse airline in my life. I've used it 6 or 7 times to travel to Poland, and it has never departed on time. There's always been a delay. The planes are small, stuffy, and dirty. On top of that, despite knowing that there would be a military air show on Poland's national holiday, they still scheduled a flight during those hours. Being unfamiliar with the situation, I booked that flight. It's been 2.5 hours, and the plane still hasn't taken off. It's an absolute disgrace. Overall, it was a terrible experience. I absolutely do not recommend this airline.
Nie rozumiem po cholerę PLL LOT kieruje loty na Warszawę zamiast bezpośrednio do miejsca docelowego nabijanie kasy i podnoszenie kosztów
This airline is fine if everything goes to plan... however, I recently had my flight cancelled and rescheduled to 3 days later. The airline is refusing to rebook me on an alternative airline as they are required to by EU 261/2004 art. 8 b). Now I am at a significant financial loss having to book a one-way long-haul flight with another airline myself, with the refund of the return leg of my LOT return ticket only covering a portion of it.
Checked in with a trainee. He had a lot of trouble. Kept apologizing. Couldn’t print my boarding passes for my connecting flights. Said he would do it later at the gate. But we were kind and patient. He’s learning. Circled our gate on our boarding pass. My dad needed wheelchair assistance. The gate changed within a few minutes prior to boarding time. We did not know, did not get a notification. They did not post it on the initial gate screen. When we realized something was wrong, I ran to the proper gate, dad in a wheelchair. There was our plane, accordion passageway attached to it. The gate screen said now boarding in green and they wouldn’t let us on. Cancelled and called us “no-shows” and the supervisor yelled we should’ve checked the board. We were only three gates over. Very close by. They knew we were missing boarding passes, and that my dad had a disability and needed assistance. With these factors, you think somebody would’ve had the courtesy to at least come and find us. We were so close by. I could tell the trainee (young man) knew he screwed up. The look on his face when he saw us. He took off pretty quickly. No empathy, we begged to know what to do next. They even cancelled our connecting flights and we could’ve made one of them through another airline. They just assumed. This is costing somebody thousands of dollars and the plane was sitting there. The sign said “now boarding” in green. We strongly suspect they sold our tickets on standby. Our bags ended up in the armpit of the airport and it was the airport that helped us NOT LOT. They were totally unprofessional. They should be ashamed of themselves. I will avoid that airline and tell my story to anybody I can. When we went to go see what other options there were, we were told by customer service this happens quite frequently with LOT. They should be called ALOT for screwing people over ALOT.
One of the worst airline out there. They canceled a direct flight, replaced by a longer one, without the right meal and without refunding VISA fees for the new route !!! What kind of company changes the flight and do not compensate for the additionnal fees ? None except LOT.
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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