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“Possibly the worst customer service ever!”
Review of LOT Polish Airlines


Reviewed July 20, 2018 via mobile

We bought tickets for our 12 our old son to fly from Saint Petersburg to Toronto 14 days in advance of his flight. Additionally we paid for special assistance since he will be travelling alone. His mother would board him in Russia and his father would greet him in Canada. We specifically asked “what other documents will be needed if any?”, “Is there anything else we need to know for him to cross the boarders?” We spoke to 2 separate people who worked on selling us the ticket and nothing was disclosed. On the day of his flight upon check-in we were told that he can’t fly without a special notarized document from the Russian Federation since he’s under aged. Now we have to reschedule his return to a later date, pay exorbitant fees and deal with all sorts of missed appointments. UNACCEPTABLE when you knew the situation he was flying under and we PAID extra to accompany him!!! WORST airline experience yet...

    • Seat comfort
    • Customer service (e.g. attitude, care, helpfulness)
    • Legroom
    • In-flight entertainment (WiFi, TV, films)
    • Value for money
Thank Greg S
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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261 - 265 of 2,903 reviews

Reviewed July 20, 2018 via mobile

Within 2 days one cancelled flight due to technical error, one flight delayed, because the plane had to be replaced with an other one. Clearly and statistically they have serious maintenance problems this summer.
After 3 hours delay no food voucher, no water. Flight was cancelled but they could not book a hotel for an overnight flight. Customer service is catastrophic.

Thank luispedro_alemania
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed July 20, 2018 via mobile

LOT in Poland has slang “Late or Tomorrow” and is the fact. Im always trying to avoid this airlines for many reasons. Since new Polands government took control of that airlines , service is similar to North Korean communists system style. They are almost always delayed, they cut the pays to crew, they cut a service to customers too. Always keep receipts for everything you have in your luggage and claim everything you lost with them. Extremely recommend to avoid this airline. Cost me always time and money.

    • Seat comfort
    • Customer service (e.g. attitude, care, helpfulness)
    • Legroom
    • In-flight entertainment (WiFi, TV, films)
    • Value for money
Thank Luke O
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed July 20, 2018

the company offers only water to passengers and if you have flight cancellation problems, reprogramming is preferable to be between 09:00 - 18:00, otherwise no one can give you details if you are somehow not in Poland

    • Seat comfort
    • Customer service (e.g. attitude, care, helpfulness)
    • Cleanliness
    • Food and Beverage
    • Legroom
    • In-flight entertainment (WiFi, TV, films)
    • Value for money
    • Check-in and Boarding (e.g. efficiency, service at gate)
1  Thank mihairaduta21
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed July 19, 2018

Pay for everything, tries to be a budget and a premium airline at the same time. Pay for beer and food when flying economy. Small seats, small seat pitch (uncomfortable for all people), dated aircraft. Flight attendents not exactly rude, but not really welcoming (take lessons from Virgin or Virgin Blue or even TAP). Very slow baggage services in WAW airport. All in all, way too expensive for what you get.

    • Seat comfort
    • Customer service (e.g. attitude, care, helpfulness)
    • Cleanliness
    • Food and Beverage
    • Legroom
    • In-flight entertainment (WiFi, TV, films)
    • Value for money
    • Check-in and Boarding (e.g. efficiency, service at gate)
1  Thank Swintooh
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC