Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/13/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In January, I purchased a ticket for the MiamiWarsaw flight on June 25, 2025. At the appropriate time, I attempted to change the travel date through both the ********** app and website. Unfortunately, for an extended period, these systems were not functioning properlythe app kept crashing, and all attempts to make changes failed. This issue was reported multiple times not only by me but also by other users. Given this situation, I filled out a form available on the *** website, which I understood to be a contact form, expecting that a customer service representative would get in touch with me. Unfortunately, I never received any response.A few days later, I called the *** Customer Service Office and was informed that a date change was possible for an additional fee of $39, which I agreed to.However, a few hours after that conversation, I noticed that my ticket had disappeared from the app. When I tried to re-add it, I received the following message:Due to lack of payment, your reservation has expired and has been canceled. Please return to the home page to make a new booking or go to: My Trips.Not understanding what had happened, I called the customer service line again, where I was told that my reservation had been canceled. I was offered compensation in the amount of $***** only intention was to change the date of the flight, not to cancel it. Due to the malfunctioning app, lack of transparency, and lack of response from ***, I lost a valid ticket. Whats important is that I never received any notification about the cancellation of the reservation.Additionally, on May 8, after multiple contacts with the *** customer service line, one of the consultants suggested that I file a complaint based on the previous phone conversations and assured me that I would receive an email response within 72 hours. Unfortunately, to this day, I have not received any reply.Because of this whole issue with the *** website, I lost money and had to purchase a new ticket.

  Business Response

  Date: 07/21/2025

  *** *** ********** ***********

  Dear *** ****,

  We were very sorry to learn of the situation described with respect to your travel scheduled with reservation ******.

  Kindly be advised our investigation of this case confirmed you have requested a refund for your ticket No. ************** via ******* on May 6, 2025 at 03:48 AM (Warsaw Local Time).

  The refund was performed on May 8 in accordance with the request and in the amount of ***** USD, which stands in agreement with the terms of the tariff accepted upon purchase.

  We must regretfully inform we are not in possession of grounds that would allow us to accept any additional claims in this case.
  
  
  Sincerely,

  *******
  ***** **********
  ****** **********
  

   

• Initial Complaint

  Date:06/05/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I'm filing this complaint against LOT Polish Airlines for a case of double-charging me for checked luggage, followed by poor and inaccessible customer service.Before my flight, I paid for my checked baggage online through a verified travel agency. I had proof of payment with me at the airport. However, *** staff claimed their system did not show the payment and forced me to pay another $200 for the same suitcase in order to check in. I presented clear documentation showing the baggage had already been paid for. The airport staff acknowledged this but told me to pay again and file for a refund after the trip. They also didn't allow my travel agent to contact them. I followed up with LOT, but they have since refused to properly investigate or refund the duplicate charge, offering only vague ********** make matters worse, their customer support responded to me only in **********************, despite the fact that I wrote to them in English.This happened to me as I was leaving ********, *******. *********** also tried to pull this trick on my way from LA to ********, *******, but luckily it didn't work the first time they claimed that their system didn't show the payment for all of my luggage. However, at the airport in ******** I didn't have time to fix this issue. Flight number: *** **********

  Business Response

  Date: 06/12/2025

  Please be kindly informed that passenger has contacted us directly. On May 27, 2025 we responded to the passenger's message and we are waiting for passenger response.

  Best regards

   

  Customer Answer

  Date: 06/15/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   Well, as I've stated previously, LOT is trying to scam people who pay for their luggage online by telling them when they arrive to the airport that the system doesn't show payment, so they can charge a much larger amount of money. I was told at the airport that I'd be able to get back the extra $200 I paid for the same suitcase because their system didn't show payment but that's just not true. They just scammed me and they're refusing to handle this issue. 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ********* ********
  
  
  
  
   
  

  Customer Answer

  Date: 06/29/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   
  At this point, this goes beyond poor customer service. It clearly appears to be a case of double charging and intentional deflection. Despite providing valid proof of payment, your team refused to acknowledge it and forced me to pay again. Dismissing this issue without resolution feels like gaslighting, and it's deeply unethical. I hope more customers speak up about these recurring billing issues, as they may warrant legal attention.

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ********* ********
  
  
  
  
   
  

  Business Response

  Date: 07/11/2025

  Good morning

  We would like to inform you that the passenger has not contacted us since the first email sent on May 19, 2025 . We have also not received the requested documents, which are necessary for us to proceed with the case.

  
  Best regards,

• Initial Complaint

  Date:05/08/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought ticket on two way flight *************** (5/28/25-6/24/25) (paid *******). Due to health problem, I am unable to travel. I submitted claim for refund and got just 46$.Booking ref: ****** Ticket # *************

  Business Response

  Date: 05/12/2025

  Our reference: **************

  Dear *** ******************** were sincerely disappointed to learn you were not able to complete your travel made with reservation ******.

  Kindly allow us to explain that in agreement with the General conditions of carriage (************************************************************), if the passenger resignes from their travel (unless the resignation occurs due to reasons attributable to the carrier) the refund due is a refund that stands in accordance with the terms of the tariff accepted upon purchase - usually a portion of the refundable taxes.

  We have additionally verified and can confirm that the refund for your ticket ************** was made in the correct amount of ***** USD in accordance with the ticket's tariff conditions.

  Despite the occasion, we hope to have the opportunity to welcome you on board in the future and wish you only positive experiences during your travels.

  Yours sincerely,

  *******
  ***** **********
  ****** **********

   

   

• Initial Complaint

  Date:04/23/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  DATE: 14FEB20205 AMOUNT: $915.61 TIMES 3.Purchased 3 airline tickets. Lot airline has changed the dates on these tickets twice even though they were confirmed and paid for. It is also understood that sometimes airline has to make changes but this is for more than 24 hours apart and the explanation I received is: "LOT time table has shifted". That is not a valid explanation. I was told take it or leave it. Nothing else. Other arrangements have been made and paid for already.

  Business Response

  Date: 04/28/2025

  Our reference: ***********

  
  Dear Sirs,

  
  In response to your correspondence please be informed that your complaint was forwarded to the responsible department.

  
  Yours sincerely,

  
  ********
  **********
  ****** **********

  
  

• Initial Complaint

  Date:04/12/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid for an upgrade to business class after checking their website to see what amenities are included in business class. They intentionally mislead me and are refusing to provide the service or provide a refund.

  Business Response

  Date: 04/15/2025

  Our reference: ***************

  Dear ** **************** response to the correspondence, we would like to convey that we were very sorry to learn of your dissatisfaction with the travel of LO 027 flight on April 13, 2025. Please accept our sincere apologies for your impression in this regard.

  At the same time, we would like to kindly inform you that in accordance with the regulations of the service *********************************************************************, which each passenger is required to accept before making a purchase:

  "10. The purchase of the Upgrade shall not change the tariff terms for the originally purchased air ticket as regards the terms of cancellation and return of the ticket, charges for a booking change, and luggage limits. The said terms shall remain the same as for the air ticket originally purchased in the *** Economy Class or *** Premium Economy Class."

  Additionally the same regulation states that "14. The Upgrade is not subject to any refunds or exchange if the purchased Service cannot be used for reasons attributable to the Passenger or the person(s) covered by the original booking."

  We would like to kindly inform you that, in accordance with the above, by accepting the terms and conditions, you thereby stated that you have familiarized yourself with the terms and conditions of the upgrade, as a result of which we regret to inform you that this time we cannot grant your claim.
  However, we understand that the situation may have become a source of additional inconvenience, for which we sincerely apologize.

  Despite your disappointment on this occasion, we hope that the impression left by this situation will not be permanent and your future travels will be satisfactory in every respect.

  
  Yours sincerely,
  ***** *******
  **********
  ****** **********

  Customer Answer

  Date: 04/15/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   This is deliberately misleading while putting the damaging clause in tiny fine print that no one reads.  All while your website says otherwise.  Such a stupid business decision, for the 90 dollar baggage fee, you lost a client forever, you will receive multiple complaints through proper channels and bad reviews.  I am literally a business consultant, and you are a pathetic operation, and it shows whenever you just ****** "lot airlines reviews".  On top of that, most credit card companies will side with the client in a case like this.  I will not be filing a dispute for one reason, I feel bad for you, seems like you need that money more than I do. dupek

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *** ******
  
  
  
  
   
  

  Business Response

  Date: 05/23/2025

  Our reference: ***************

  Dear ** ******************* reference to the correspondence, kindly be informed that after re-examining the case, we unfortunately find no grounds to change the previously communicated decision.
  
  At the same time, please be advised that all of the information you were provided is factual and our decision stands in accordance with Regulation (EC) *** ******** and our company regulations.

  We kindly remind you that the passenger is obliged to accept our General conditions of carriage of passengers and baggage applied by LOT Polish Airlines before purchasing the ticket or extra services.

  While we are sorry to learn of your dissatisfaction with our handling of your case, we regret to inform that it is not always possible to accept the passenger's claim. We wish we could offer you a more amicable solution.

  
  We wish you enjoyable travels with LOT Polish Airlines in the future.

  
  Yours sincerely,
  *****
  **********
  ****** **********

• Initial Complaint

  Date:02/19/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Luggage was damaged during transportation by Lot Airlines and they refuse to provide any compensation, even though they are obligated under US law, see 14 CFR sec. *****, and under international treaty per the Montreal Convention.

  Business Response

  Date: 03/05/2025

  ********** ** **** ********
  *** **** **************
  
  To whom it may concern,
  We would like to provide clarification regarding the complaint submitted by *** **** ********.
  After reviewing the case and available documentation, we assessed the reported baggage damage as an aesthetic one dent.
  As per airline policies and international air travel regulations, LOT Polish Airlines is not liable for damages that affect only the appearance of baggage, such as scratches, abrasions of the outer material, or dents. The nature of air transport implies the possibility of baggage sustaining minor damage, and the suitcasebeing the outer packaging for its contentsis the most exposed to such wear. For this reason, it is difficult to guarantee that a suitcase will remain in identical condition after travel as when it was newly purchased.
  We have attached the only photo received in this case, which confirms only a dent in the corner of the suitcase. We have not received any document confirming that the baggage has lost its utility functions. As the damage was not reported by ** ******** at the airport, a Property Irregularity Report (PIR) was not issued, our assessment can only be based on information obtained from the passenger.
  Based on the above, we regret to inform you that there are no grounds to change our initial decision.
  We appreciate your time in reviewing our response.
  Sincerely,
  ********* ****
  ****** **********
  ******* ****** ******n

• Initial Complaint

  Date:01/24/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I traveled to ******* from *********** on dec 11 with Lot polish airline and because of the weather condition the airplane landed in the neighboring country *******. After few hours from landing , sending us between departure and arrival to get information about our journey they told us a bus will take us to a hotel and will be back to ****** in the next morning without any information when we will be back to the original destination *******, ******* . Of course we all already had plans in ******* and we needed to be there as soon as possible. Details will be found in my complaint sent to the business since no space to type . Just yesterday I received an email from them stating that we were informed that they won't be responsible for our expenses if we decide to do it on our own which is not true because as i stated before they were not able to answer any questions we had and the lady told us probably we will be paid back our expenses. This is my original message to the airline.Hi, I am contacting you in regards to the inconvenience caused from the flight ( booking reference number ****** from *********** to *******. Our flight from ****** to ******* could not land because of the weather conditions and instead was landed in *******. After 3 hours going back and forth between departure to arrival as we were instructed, they told us they will take us to a hotel in ****** and no idea when we will be back to *******. Because most of us had other plans in *******, we decided to take care of the situation ourselves by taking a private cab to *******. If you check my ticket purchase you will see it was purchased a day before the departure date because my mom had a stroke and she was in the *** in very critical condition, so i had to reach her before something happened. We took the bus to the city and hired a private taxi cab to ******* who charged us $150 each person. I am contacting you to ask for a refund for the expenses and the inconvenience your airline caused.

  Business Response

  Date: 02/12/2025

  Our reference: **************
  
  

  
  Dear ** *********************** reference to your message we would like to kindly inform you that after further investigation of the matter we do not find any grounds for changing the decision which was expressed in our previous correspondence. We would like to confirm that passengers were advised to return to ******, where further arrangements will be made to ensure safe travel to the destination. Our staff did inform that all other arragements will have to be made at the passenger's risk and expense.
  We would like to assure you that our customers claims are always examined with attention to detail. However, it is not always possible to take decisions which meet clients expectations.
  Sincerely yours,
  Passenger Claims Section

  Customer Answer

  Date: 02/12/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  They are lying about advising us that we will not be reimbursed for the expenses we encountered to reach the original destination we were supposed to reach. For 3 hours at ***************, they did not even have an answer for us and they kept sending us from departure to arrival to get an answer. There were other airline companies that arrived at the same time like Austrian airline and *** that had busses available for there passengers to take them immediately after landing to their final destination unlike LOT airline . That itself shows you how unprofessional and uncaring they were.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***** **************
  
  
  
  
   
  

  Business Response

  Date: 02/14/2025

  Our reference: **************

  
  Dear ** ********************* are sorry that you found our answer unsatisfactory. Unfortunately we do not find grounds to change it. 
  Sincerely yours,
  Passenger Claims Section

  Customer Answer

  Date: 02/17/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved . Of course i am not going to stop here and will continue my appeal with ****** and the credit card company I used to purchase this airline ticket. I am sure other passengers will do the same. This will definitely be the last time I use LOT airline and of course will post my complaint on social media and different other platforms.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***** **************
  
  
  
  
   
  

• Initial Complaint

  Date:12/17/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello ! I've been suffering in the airport sitting area and changing many flights for over 49 hours. Lot Airline cancelled my WAW to ** flight without any advanced notice at the time of departure . I'm 59 years old . I'm now all in pain. I have herniated cervical discs and protrusions, severe migraines, stomach ulcers and many more health problems that's extremely hard to deal with in such bad conditions. That cancelled flight has been an enormous struggle for me .I had to remain in the waiting for departure area at the ************** overnight.Then I had another long layover in IST because Lot Airline replaced my direct ****** to ** flight with two flights(WAW to IST flight, 5 hours layover and ******** to ** flight).It was a still a long wait in IST before I could finally board a flight to **. The scheduled time of arrival to my final destination is 22:15 which is 26 hours later my original Time of Arrival. My total travel time is 49 hours long . I was not provided any hotel accommodation , no transportation services and no refund for this extreme inconvenience. My cancelled ****** to ******** flight was ************************************************** eligible for a refund of 400 Euro . In addition I would like to also receive a monetary reimbursement for the hotel and transportation services that wasn't provided to me as supposed to . It's stated on ******* site: Cancellation 1. In case of cancellation of a flight, the passengers concerned shall: have the right to compensation by the operating air carrier in accordance with Article 7, unless: they are informed of the cancellation at least two weeks before the scheduled time of departure; Article 7 Right to compensation 1. Where reference is made to this Article, passengers shall receive compensation amounting to EUR 400 for all flights between 1500 and 3500 kilometres Article 9 Where reference is made to this Article, passengers shall be offered free of charge: hotel accommodation transport

  Business Response

  Date: 12/19/2024

  Our reference: ***************
  
  Dear *** ********** are truly sorry to learn about the inconvenience you experienced due to the irregularity of our flight LO 26 on November 18, 2024.
  We recognize that our customers expect their flights to operate as scheduled and we make every effort to prevent any irregularity. Unfortunately, however, factors such as mechanical malfunctions, adverse weather conditions, air traffic congestion, etc., can and do interfere with the operation of all airlines at times.
  Please be advised that flight LO 26 was cancelled due to a bird striking the aircraft planned to perform the operation, which resulted in unexpected flight safety shortcomings. It was unavoidable and could not have been foreseen, which indicates extraordinary circumstances.
  We would like to emphasize that in accordance with Regulation no 261/2004, the carrier is exempted from the obligation to pay a compensation in the event of flight cancellation if it was caused by reasons beyond its control.
  In light of the above, unfortunately we are unable to accept the claim according to expectations.
  
  We hope that we will have the opportunity to welcome you onboard our flights again in the future under more favourable circumstances.
  
  Yours sincerely,
  ********* *********
  **********
  ********* ****** *******

  Customer Answer

  Date: 12/19/2024

   

  Thank you for your response.

  It says in the regulations:

  An operating air carrier shall not be obliged to pay compensation in accordance with Article 7, if it can prove that the cancellation is caused by extraordinary circumstances which could not have been avoided even if all reasonable measures had been taken.

  I have not been provided any proof for the circumstances you described. Bird strike could not have possibly happen on my flight. I took my first flight ******** to ****** operated by a different aircraft. My flight ****** to ******** was cancelled before the departure , so there were to bird incident on my flight , since I have not even boarded on my flight. 

  Additionally, even if the Article 7 was not supposed to apply in my case because of extraordinary circumstances, there is also Article 9 stating:

  Right to care

  1. Where reference is made to this Article, passengers shall be offered free of charge:
  meals and refreshments in a reasonable relation to the waiting time;
   hotel accommodation in cases
  where a stay of one or more nights becomes necessary, or
  where a stay additional to that intended by the passenger becomes necessary;
  transport between the airport and place of accommodation (hotel or other).

  I was not provided any hotel accommodation , no transportation services and no refund for such extreme inconvenience, that affected my health conditions and made me loose money from a job that I had scheduled and would appear on time if not the Lot Airline Cancellation of my flight. 

   I'm interested in getting a compensation from Lot Airline because of the cancelation of my flight and the 26h delay I subsequently experienced.

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  **** ***
  
  
  
  
   
  

  Business Response

  Date: 01/03/2025

  Our reference: ***********

   

  Dear *** *************** reference to our correspondence regarding LO 26 on November 18, 2024, kindly be informed that having reviewed all the documents of the case in question anew there are no grounds for us to change the position we communicated. At LOT Polish Airlines we review each claim individually after thorough investigation of the actual state of affairs.  

  Please also kindly be informed that we only submit internal and confidential documentation to authorized bodies.

  We find no grounds to awards passengers compensation.  

  Yours sincerely,  
  ********* *********  **********   ********* ****** ******* 

• Initial Complaint

  Date:08/27/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They broke a ornament and damaged our bag but this was their ***********. ******* ********** Reference: ************** Dear Sir,In response to the correspondence dated August 12, 2024, we kindly inform you that the claim was considered in accordance with the applicable provisions of Montreal Convention and the General Conditions for the Carriage of Passengers and Luggage, Applied by PLL LOT S.A.(GCC).We kindly inform you that according to par. 9.7.3 of GCC:If there is not enough space in the passenger cabin, the carrier may, irrespective of the dimensions and weight of unchecked baggage allowed in the carrier's regulations, demand that baggage be transferred for carriage as checked baggage in the baggage compartment. In such case, it is recommended that the passenger take out of the baggage all items specified in par. 9.1.4. and par. *****.The handling agent's employees are familiar with the applicable procedures and regulations and enable passengers to properly prepare their cabin baggage for transport in the aircrafts luggage compartment.We, therefore, maintain our position presented it the provided correspondence.Furthermore, please be informed that according to documentation in our possession Damage Report number **********, the suitcase itself has not been damaged, therefore we do not find grounds to accept your damaged baggage claim as requested.Thank you for understanding our *********** passing the above, we apologize for any inconvenience.Sincerely,******** Wjcicka Baggage Claims Section LOT Polish AirlinesSlash GraphicLOT Polish Airlines 43, ***************************************************************

  Business Response

  Date: 08/29/2024

  Passenger ******* **********
  Our Reference: **************
  
  Dear BBB,
  In response to the received message, we would like to inform that all complaints in LOT Polish Airlines are carefully analyzed based on the presented documents and applicable regulations. It should be also emphasized that claims are not handled by the carrier discretionally according the passengers wishes.
  Please be informed that, as explained in the message sent to the passenger, according to par. 9.7.3 of General Conditions for the Carriage of Passengers and Luggage,Applied by PLL LOT S.A.(GCC):
  9.7.3. If there is not enough space in the passenger cabin, the carrier may, irrespective of the dimensions and weight of unchecked baggage allowed in the carrier's regulations, demand that baggage be transferred for carriage as checked baggage in the baggage compartment. In such case, it is recommended that the passenger take out of the baggage all items specified in par. 9.1.4. and par. 9.1.5.
  As per par.9.1.4 of GCC:
  9.1.4. It is recommended not to include fragile or perishable items in checked ********** the event that the passenger includes such items in his/her baggage, he/she should make sure that they are properly and safely packed in a manner that prevents any damage to the passenger's and other passengers' baggage and the carrier's property.
  We would also like to explain that it is passenger`s responsibility to prepare luggage for carriage according to carrier`s recommendations. In case of placing such fragile items in checked baggage, their carriage shall be performed at passenger`s own risk. Actions that do not comply with the carrier`s recommendations may contribute to the occurrence of damage for which the carrier is not liable.
  We kindly emphasize that the all current regulations of the carrier are available on our website ***********,so it is possible to read them both before starting a trip and later, depending on passengers needs.
  Taking into consideration the above, we regret to inform that there are no grounds to accept the presented claim and to reimburse EUR 18 for a broken ornament.
  Furthermore,please be informed that according to documentation in our possession Damage Report number **********, the suitcase itself has not been damaged, therefore we do not find grounds to accept the presented damaged baggage claim as requested.
  Sincerely,
  ******** *******
  Baggage Claims Section

  Customer Answer

  Date: 08/30/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  When they took our claim form at the airport they said they would be sending us a letter to reimburse us.  They did not and we also have a claim for the luggage that was part of the original claim.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ******* **********
  
  
  
  
   
  

  Business Response

  Date: 09/19/2024

  Passenger ******* **********
  Our Reference: **************
  
  Dear Sir,
  In response to your message, please be informed that we have contacted the supervisor of the Lost & ************ at ************** regarding this matter.
  According to explanations received, the agent that has created your Damage Report confirmed that the baggage itself has not been damaged at the time of report creation. They also confirm that you were advised you to file a baggage claim with LOT Polish Airlines.
  Moreover,we once more emphasize that according to records in ******************** Damage Report number ********** created on July 24, *****, there is no information regarding any damage to your suitcase.
  In the light of the above explanations we do not find grounds to change the decision explained in detail in our letter of August 29,2024.
  This is our final decision and we will no longer refer to this matter. 
  Sincerely,
  ******** *******
  Baggage Claims Section

  Customer Answer

  Date: 09/23/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   This is not acceptable and I will seek a resolution through other means.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ******* **********
  
  
  
  
   
  

• Initial Complaint

  Date:08/19/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 31, 2024, my family and I were in line to board LOT Airlines flight 27 to ****** to see ***********************. While in line, the flight was canceled due to a mechanical issue that could not be resolved. It took the airline OVER five hours to cancel the flight. I have never experienced this before. Because the flight was not canceled in the system, we could not be rebooked. We missed out *********************** concert.We were not given vouchers for hotel, meals, taxis. I stayed up all night in a queue waiting for the flight to be cancelled and to be rebooked. LOT only had one employee working at *** - everyone else was contract labor that did not have full systems access.We were told we could sleep in the airport. That was all the help LOT offered us in the ************** was clear that LOT was intentionally preventing us from rebooking as they refused to cancel the flight. They were also trying to save money and avoid responsibility by not having and relief for passengers in the form of meal vouchers, hotel stays, employees who could assist us. We were in the airport until 3 am waiting for the flight to register as "canceled" but it never was. We finally got a hotel room at our expense, and took a taxi to it. The taxi, for a 15 minute drive was $90, and the most reasonable hotel we could find close by was $375/night.I travel throughout the world for work, and I have never experienced anything so outrageous and irresponsible. LOT should not be allowed to operate in bad faith, as they did in this instance. I uploaded the tickets for *********************** we were unable to use. The ticket number is only for my flight, but my two children, plus my partner and his daughter, were also on the cancelled flight.Please note I work for an international education and travel company and my partner works in military engines at *************************. We are extremely seasoned travelers and this is the most outrageous treatment and airline operation we have ever experienced.

  Business Response

  Date: 09/27/2024

  Our reference* ***********

  Dear ** ****************** response to your letter, please accept our sincere apologies for the inconvenience you experienced due to cancellation of our flight LO 27 from ******** to ****** on 31 July 2024.

  We recognize that our customers expect their flights to operate as scheduled and we make every effort to prevent any irregularity.Unfortunately, however, factors such as mechanical malfunctions, adverse weather conditions, air traffic congestion, etc., can and do interfere with the operation of all airlines at times.

  It is regrettable if on any instance the conduct of our handling agents seemed not up to anticipated standards. We would like to assure you that the staff are to perform their duties in a manner reflecting professionalism and hospitality as well as strictly adhere to the existing regulations. Your comments are highly appreciated and have been forwarded to the responsible Station Manager to be taken into consideration.

  Please be advised that in case you reached the final destination in ****** according to the original reservation, the are no legal grounds to offer you compensation.

  In order for us to consider your claim for additional costs reimbursement incurred while waiting for your alternative connection,please provide us with itemized receipts and/or invoices. These should be sent to our email address *********************** with reference to your case number.

  We hope that we will have the opportunity to welcome you on board of our flights again in the future under more favorable circumstances.

  Yours sincerely,

  ******** ******
  ****** **********
  ********* ****** *******