LOT Polish Airlines - Reviews and experiences

Funny - I actually noticed them on my sister's Instagram story and then tipped my colleague to have a look, so that's how it began. I pre-paid for a seat, then later there was a change - annoying, yes - but the new boarding pass was delivered to the app right away and the customer rep on chat fixed it in one short call. A different flight was cancelled a couple of weeks before travel; again, not ideal, but their service team offered options fast and explained the choices without fuss. I ended up taking a one-stop alternative they suggested and they handled the rebooking and a small refund smoothly. Prices are a bit higher than some carriers, but for the peace of mind and the quick delivery of help I was honestly pleased. I told a friend about the experience and we both felt relieved - happy it worked out, really.

double-check connections, and if it’s tight ask for a partner rebook right away. I hope the airline reassesses how they handle these edge cases; a real person offering a sensible rebook would have changed this whole experience.

I needed to change my flight last-minute because of a job relocation, so I tried to swap to a later date that actually had a cheaper fare. The site kept throwing errors and wouldn’t let me through, so I ended up on hold forever. After an hour-ish, the rep told me I had to pay a hefty extra fee to move—more than half of what I’d already paid. Felt like being punished for a glitch (which is annoying). I was pretty sceptical the whole time, but in the end they did process the change and I made the trip. Not great, but it worked—after too much hassle.

I still remember the sinking feeling when I noticed two days after buying four tickets that I’d booked Economy Saver instead of Economy Standard. I asked for a refund — or, well, I tried, because I wanted to rebook the right fare. Without much warning LOT cancelled the whole reservation and only refunded the taxes (about 15%), so I ended up out roughly $2,500. Contacted customer service and was told the ticket was non-refundable. If that’s true, don’t cancel my booking without asking me first, or at least tell me what will happen. I’ve had smoother fixes with other carriers, and while I’m grateful they gave the taxes back, the lack of transparency and the way they handled it felt sloppy.

the Sofia→Warsaw cabin crew were a bit curt. I had that awkward “what do you have?” moment where the trolley wasn’t even near me and the answer felt rushed. Contrast that with the Warsaw→London crew who were friendly and thorough — shout out to them if they read this, great service. We did hit a nearly two‑hour delay, which is never fun, but the pilot explained exactly why and what they were doing. That kind of transparency made the wait way less annoying.
Pricewise it was actually the cheapest last‑minute option I found, and not wildly more than regular fares elsewhere, so I can’t complain. All in all I flew away pleasantly surprised — not perfect, but decent value and some genuinely good service moments. I’d book them again for sure, especially if I’m not in a hurry.