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.

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.