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: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,

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

  
  

• Initial Complaint

  Date:08/14/2024

  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.

  My partner and I were traveling internationally to the ************** to attend a wedding. Upon our arrival in *******, **************, we were informed that our checked baggage was delayed and did not arrive to our final destination. This 2 day delay caused us significant inconvenience and additional expenses that we otherwise would not have incurred. We needed to purchase replacement toiletries, underwear, and clothing. Given that all of our purchases were for basic necessities while on vacation and/or were required for us to meet the dress code of the wedding, we were expecting a full refund from LOT airlines. However, LOT airlines is refusing to refund us the total amount; in fact, they are only offering to cover a small portion of the expenses that we were forced to incur. We attached our receipts as proof that no frivolous spending occurred; all purchases were for basic necessities (toiletries & clothing) required to sustain 2 travelers for 2 days and to attend the wedding in proper dress attire.

  Business Response

  Date: 08/20/2024

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

  Dear *****************************,

  Thank you for your recent correspondence of August 14th, 2024, regarding the luggage delay of *************** and ***************. 

  You will find a copy of all initial response and final decision attached to this letter.

  Sincerely,

  ***************************
  Baggage Claims Section

   

   

• Initial Complaint

  Date:05/03/2024

  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 had tickets for LOT polish airlines for 4/20/24 ************ ******** ,and they were delayed at JFK so LOT PUT ME ON FLIGHT with partner in alliance, Turkish Airlines(**). ** was suppose to deliver me to ******* with a connecting flight in *********. **12 diverted to ******, ******** on 4/21/24 causing a delay that made me miss the schedule connecting flight for **271. Ironically, tk271 was delayed 2 hours and I could still make it if they put me on it. Regardless , if i didn't make it I was suppose to be put in a hotel/meals , get 600 ** compensation and next available flight, **269. ** instead didn't board me on any flights. I was told I can only leave ***************** if I bought a new ticket, and I was forced to do so(either that or live in dangerous airport). They never gave me hotel/meals/email, etc as required by law. My understanding is the boarding passes given to me at *** by Turkish airlines had 080 which is LOT code, and not the ** code which was excuse for not accepting boarding pass in instanbul for second flight, but legally they have to accept it, it is how things work with ***************** and LOT said ** was wrong. I want you to get the charges back on my credit card that i was forced to buy in instanbul. I also want legal compensation of 600 Euro for the delay and refusal of boarding. I also want LOT to accept responsibility as well. I used my husbands **** to buy a ticket from LOT. Ultimately they are in breach of contract because they put me on another airline and didn't get me to my final destination. LOT owes me over 1000 dollars for ticket/seats paid, and by ** law compensation as well since I paid to be on their airline, an ** airliner. LOT is in breach of contract by NOT delivering me to my destination and by putting me on another airline that didn't get me to my destination and even charged me additional money to travel. I already had a ticket so I shouldn't have been charged. LOT is RESPONSIBLE because I was their customer and they put me on other airline and refuses to intervene. They as well as ** refuse to even give me a letter stating reason for tk12 delay for my insurance, which is depriving me of other owed funds.

  Business Response

  Date: 06/13/2024

  
  Our reference: **************
  
  Dear *****,
  With reference to your complaint,we apologize for the inconvenience resulting from the disruption of our flight LO27 from ******** to ****** on 20th April,2024,
  We are aware that our passengers expect from us reliability in all aspects of our service. Nevertheless, sometimes circumstances which cannot be foreseen occur.
  Please be informed that due to the irregularity of flight LO27 on 20th April 2024 Lot Polish Airlines rebooked you correctly to the alternative flights of another carrier-Turkish Airlines.
  Since that carriers flight TK012 was delayed you missed your connecting flight to *********
  We would like to point out that according to international transport regulations, it is the operating carrier that takes responsibility for flight irregularities. The operating carrier takes care of passengers, their connecting flights and costs they bore due to irregularity.
  In this case the claim for costs refund should be handled by Turkish Airlines, whose flight TK12 from ******** to ******** was disrupted on 21st April 2024.
  Please be informed that your claim was forwarded to the mentioned carrier, who will reply to you directly.
  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,
  *******************
  Senior Specialist
  Passenger Claims Section
  .
  

• Initial Complaint

  Date:04/05/2024

  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.

  It has been almost a year and I still didn't receive a refund for my damaged suitcase!It was requested for $89.I am an elderly traveler, i am 82 years old,I need to be compensated for the damaged luggage.

  Business Response

  Date: 04/10/2024

  Passenger ********************** ******
  Our reference: *************
  
  Dear BBB
  We are sorry to learn about ** ****************** luggage claimed as damaged resulting its carriage on April 13,2023.
  Please be kindly clarified that  according to the rules;  art. 31 of the Montreal Convention and art.17.1.1 of the "General Conditions for the Carriage of Passengers and Baggage , Applied by LOT Polish Airlines ", no  claims may be raised in respect of any damage to baggage unless the person *********** receive the baggage submits a complaint forthwith after the discovery of the damage, and not later than within 7 days from the date of receipt of the baggage.
  All procedures and regulations regarding baggage irregularities are available to passengers on *********** website.
  Based on documentation in our posession we conclude that the complaint was submitted on April 05, 2024, therefore the requirement of  placing the complaint within mandatory deadline was not met.
  Due to the above, we respectfully decline presented complaint for reimbursement.   
  Sincerely,
  ****************
  Baggage Claims Section

  Customer Answer

  Date: 04/10/2024

  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:i 

  I submitted a claim by regular mail letter to the company LOT back  in April 17 2023 and that's why with no reply since then(!!!) i have asked for BETTER BUSINESS bureau help

  I am requesting: $89 customer satisfaction.

   

  [Your Answer Here]

   

   

   

   

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

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

  Business Response

  Date: 04/15/2024

  Passenger ********************** ******
  Our reference: *************
  
  Dear BBB
  In response to the message, we would like to explain that we have only received the claim via BBB on April 05, 2024.
  If the Passenger has filed a claim within the obligatory time limit, we kindly ask them to send us a proof of sending a letter by traditional post.
  If we are provided with the above mentioned proof of correspondence, the case will be reconsidered.
  Sincerely,
  ****************
  Baggage Claims Section

• Initial Complaint

  Date:03/25/2024

  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.

  I have reached out to Lot Airlines with no help in sight. It has been a terrible customer service experience. REQUEST: Original ticket reinstated or $1325 Voucher to use towards new Lot flight. I submitted a request for a refund for my ****** on March 12, meaning I wanted to get a refund. I called on March 15 to get a status update. They said it would take at least 7 business days. I called on March 18 to get an update. They said my refund went through the day after I submitted (March 13). I received no communication that this was done. There should have been further confirmation from Lot before action was taken. Our assumption was we would be getting a full refund back as the form was for a REQUEST to refund. I come to find out by looking at my bank statement (again, not notified by Lot) that I was only refunded $45 - so I essentially lost ~$1300. We never requested for our flight to be cancelled & I certainly did not want to just throw away $1300. I completely understand that my ticket was non refundable, however there are always exceptions to be made. Additionally, there should have been communication from Lot stating "you are not entitled to a refund and we cannot process your request. Let us know if youd like us to process a cancellation. And if that was the case, I would have said NO. The website is poorly designed and the lack of communication from an airline is unacceptable. If I was not going to be fully refunded, my flight should have never been canceled. I would like this case escalated to the highest power at be, as we are both out $1300. I would greatly appreciate your help and request to make this right. REQUEST: Original ticket reinstated or $1325 Voucher to use towards new Lot flight ***-****** // ******- *** July 25th - Aug 4th ************************* - ****** ************************************* - ******

  Business Response

  Date: 04/09/2024

  Dear *************,
  
  Please be kindly informed that, in acc***ance with the history of your booking ******, you submitted request for ticket refund through our website on 12th March, 2024.
  In acc***ance with your wishes, the refund was proceed on 13th March, 2024, acc***ing to the method of payment.
  The refund was proceeded in acc***ance with the tariff you chose while purchasing the ticket on our website.
  All tariff rules, including the ones regarding refunds, were available to peruse before finalising the transaction, and by completing payment you confirmed that you read, understood,and agreed with the rules.
  Please be made aware that full ticket refunds are only proceeded under special circumstances, such as flight cancellations. Since none of the flights from your ticket were cancelled, there were no grounds to issue full refund. Further information about ticket refunds is available in our General Conditions of Carriage on our official website.
  
  Yours sincerely,
  
  ***************************************
  Senior Specialist
  Passenger Claims Section

  Customer Answer

  Date: 04/09/2024

  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:

  That is not accurate.  I submitted a "request" for a refund via an electronic form on Lot Airlines website.  The airline automatically cancelled my future dated flight - without full refund ($45 compared to ticket price of $1324.50, flight credit/voucher, or the like) and without notifying me. There should have been further confirmation from Lot before action was taken, as I would have declined this action.   This was unauthorized by myself.

  Under the Fair Credit Billing act, I am protected as a consumer as these are 1) charges for services/goods not accepted after purchase or not delivered as agreed, and 2) I am very dissatisfied with the service I received as there has been no resolution & lack of response while working with Lot Airlines customer service team.

  
  
  

   

   

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

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

  Customer Answer

  Date: 06/17/2024

  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]

  
  

  I have been going back and forth with Lot Airlines for months. I keep submitting complaints via Lot website and they stopped responding. I am still not satisfied with the outcome.  They stated "there are no legal grounds to issue full refund for your ticket" and I am only entitled to a refund only during a flight disruption.  I understand there is no disruption with my situation, however I would like an exception made, which shouldn't be that hard to ask for. 

   

  Again, I requested a full refund via the form on their website.   I called on March 15 to get a status update. They said it would take at least 7 business days. I called back on March 18 to get an update. They said my refund went through the day after I submitted (March 13). I received no communication that this was done - no call or email from Lot letting me know.  The person who I spoke with on the phone said I would be getting a full refund, which was not the case.   

   

  1) The lack of communication from Lot and 2) inaccuracies told to me by Lot representative should warrant my refund.... tariff terms/conditions aside at this point.  If Lot can go back and listen to the rec***ings, I think that is the best next step here. 

   

  Lot cancelled my flight without authorization.   The Merchant failed to provide refund,  which was the purpose of filling out the refund request form on the Lot website.  I am now out  ~$1325 and demand this dollar amount back to my original form of payment. 

   

  Under the Fair Credit Billing act, I am protected as a consumer as these are 1) charges for services/goods not accepted after purchase or not delivered as agreed, and 2) I am very dissatisfied with the service.

   

  Best

  
  

  
  

  
  

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

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

  Business Response

  Date: 06/21/2024

  Our reference: ***************
  
  Dear ** *****,
  
  It is disappointing to learn that you remain unsatisfied with LOT Polish
  Airlines’
  Please be informed that we already explained our stance in replies forwarded
  on 9th April, 17th April, 16th May, and 27th May, 2024, and we have nothing more to add on the matter.
  In view of the above, we consider the
  matter as settled, and we shall not be
  in a position to enter into any further substantive correspondence in this
  regard.

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

• Initial Complaint

  Date:03/20/2024

  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.

  Reservation no. ****** I contacted LOT *************** I called around January 31st 2024, asking for a refund of tickets for me and my two children, using Article 10, point 1 on irregularities in transport "In the event of changes in departure times that are not acceptable from the passenger's point of view, he/she is *********** a refund in accordance with Article 11 point 11.3. - Returns for reasons attributable to the carrier.The flight time was changed without my consent, in two directions and trip time was extended. I informed the ************** that I did not agree to these changes and requested a full refund of the tickets. This request was denied, and when I asked for the terms and conditions/policy, the person I was talking to hung up on me, to this day I haven't heard back nor I received the document that would state that my flight change must be over 5h for my to qualify for a refund, each time I contact LOT they deny my refund and repeat the same statement, but nobody is willing to present me with a policy that makes me ineligible for the refund. According to the documents available on LOT website if the carrier changes any flights in my reservation I am *********** a full refund.

  Business Response

  Date: 04/03/2024

  Our reference: ***************
  
  Dear ******************,

  In reference to your claim concerning flights LO4158 from Halifax to ******* on May 27, 2024, and ***** from ******* to ****** on May 27,2024, we would like to communicate what follows.

  ** January 10, 2024, you purchased three tickets via our website (TKT******************* TKT-*****************,and TKT-*****************). The tickets were purchased at a restrictive tariff (LKANCZ68) which does not allow a full refund of the tickets.

  Please be informed that in the abovementioned case a full refund would be possible only if the flight was cancelled. Nevertheless, the following changes to the timetable were made: LO4158 was scheduled to depart 45 minutes earlier,and ***** to depart 10 minutes earlier. Therefore,we unfortunately cannot accept your claim according to expectations.

  The relevant information on this subject may be found in our General Conditions of Carriage (available on our website www.lot.com) which are an integral part of the contract of carriage between the airline and the passenger. The passenger is required to read the conditions prior to their journey.

  Despite the 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,

  
  
  *************************
  Specialist
  Passenger Claims Section

• Initial Complaint

  Date:02/26/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 bought a ticket for my mother on Feb 5, 2024. Flight ID is ******. ******************** customer service is terrible!!! They were quite rude to the customer. They did not have any escalation process either apparently.Situation: I accidentally put the middle name wrong (used my fathers middle name instead who is on the same flight - my fathers name is fully correct). I did it after 24 hours and I was ready to pay their correction fees for that reason. The response I was met with was irrational, rude and totally unempathetic. They told me that they cannot make that correction. ( I sent both my mother and fathers passports and my fathers booking ID to alleviate any security concerns) I understood their policy but then I asked if I can be refunded to which they said that was also not possible. I booked through AMEX and the portal allowed me to cancel it for an airline credit for $130 which I was ready to pay but their stupid policy (which makes no sense) is that the airline credit will be issued for the same passenger WITH THE INCORRECT NAME. HOW DOES THAT HELP? AND THEY WOUDLDNT ALLOW REBOOKING WITH THE CORRECT NAME with the airline credit. I know - POOR BUSINESS PRACTICES!! It basically meant I would lose $1096 for their faulty policy which they kept quoting. Since my father is on the same flight I had to book a second ticket for my mother. So now LOT polish airlines have two tickets for my mother, one with an incorrect name which their cs agents refused to help WITH. I demand a refund for the old ticket with the incorrect name, I am okay with paying any cancellation fees. I believe they should understand the nuance here and recognise their faulty policy which the agents kept quoting and be empathetic to their customer. How does potentially losing $1096 make sense in this situation especially since I booked a new ticket again? I hope you dont lose a customer forever, Lot **********************. I have a FAIR ASK since I booked a new ticket.

  Customer Answer

  Date: 03/22/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by LOT Polish Airlines regarding complaint ID ********.
  
  Sincerely,
  
  ***********************
  

• Initial Complaint

  Date:02/05/2024

  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.

  Sunday, Jan. 28th. around 7pm when I tried to check in myself, my dog and my bags 2 incompetent, super rude and ******** ******** women representing LOT bullied me, publicly humiliated, threatened me for about 2 hrs. and based on lies that my bags are too heavy by 2-3 lbs. forced me to pay ****** to finally let me get on the flight from ******* to ******. Those 2 women kept changing their story, their demands, kept kicking me out of the line, but when asked them for their identity they simply refused, giggled and laughed at me. One of them was blond, the "manager" had a red dress, most likely named "******.I need to admit that I am a cancer survivor with an ongoing serious health condition = tumor and destroyed digestive and immune system. (images attached are very graphic) during this incident I suffered a physical and mental breakdown. There were witnesses, some tried to help me and keep me calm. My bags have been ransacked; phone screen is damaged, external hard drive damaged and a phone charger is missing. On the airplane, during the flight I was denied a cup of water and then a cup of tea by a female stewardess. When I politely asked for a drink, she yelled at me that I already had water. When the passenger next to me said it was his, she said that THEY DID NOT NOTICE ME. 5min. later another crew member brought me a lukewarm half filled cup of water.In ******, for about 30min. LOT staff refused to release wheels from my dog's crate. Why did they harass my dog and tamper with the crate? 5 days later and my dog is still very anxious, stressed with constant diarrhea. I am suffering from anxiety and PTSD from this flight.I demand justice, a full refund from LOT: $1256.30 for my dog, me, ****** paid for my bags and reimbursement for the mental and physical damages done to me, my dog and my personal stuff. I will wait until Feb. 6th. and I expect full cooperation and investigation. Otherwise I will file a credit-card fraud charge-back and a legal action vs LOT.

  Customer Answer

  Date: 03/05/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by LOT Polish Airlines regarding complaint ID ********.
  
  In fact, On Feb. 27th. 2024 I sent a follow up emails to:
  ***************,
  **********************,
  **************************
  
  Unfortunately, nobody bothered to reply to my complaint and follow up email.
  
  On Feb. 28th. 2024 I contacted LOT ******** page and on Feb. 29th. 2024 a person named ***** replied:
  Please be informed that the claims are handled by a separate department. The claim has been submitted on the 5th of February, which means that the 30 days will pass on the 4th of March. However, as each claim is assessed individually, the response time varies. The response will be provided to the company that you have raised the claim through. //Pawel
  
  Today is March 5th. 2024 unfortunately no response from LOT regarding my complaint, nothing. Like, they know what they did and they are trying to ignore me...
  
  Please, I ask for your advise and assistance regarding this very important matter.
  
  
  Sincerely,
  

   

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

  Business Response

  Date: 03/07/2024

  *** ********** **************
  ********** ****** *****
  ,
  Dear *** *****
  In
  response to your letter of complaint, we are sorry to hear of your
  dissatisfaction with the standard of our service that you experienced during
  your travel from Chicago to Krakow on 28th January 2024. We are
  always disappointed if customers of ours should be in any way displeased.
  However,
  we wish to explain that Economy class passengers travelling on intercontinental
  routes are allowed to take on board one piece of carry-on luggage up to 8 kg.
  In addition, travellers may take one of the following items as a carry-on
  baggage:
  -      
  a handbag/men's bag or a small backpack or a sachet/fanny pack (max. 2 kg,
  dimensions 40 cm x 35 cm x 12 cm),
  -      
  a laptop,
  -      
  an umbrella,
  -      
  a small photo camera or a pair of binoculars.
  According
  to our data you were having two overweight pieces of carry-on baggage one of
  which weighed 16 kg.
  You
  were also willing to check a bag which weighed 30 kg, while you were allowed to
  check a bag with maximum weight of 23 kg.
  Therefore
  our staff correctly charged you for an overweight check-in baggage  and for the 2nd checked baggage
  which was too heavy for a carry-on bag.
  Please
  be also informed that we have investigated your case very thoroughly and that our
  reports and explanations received do not confirm misconduct of our check-in
  agents at Chicago airport.
  In
  relation to your complaint about removing wheels from your dog’s crate we
  kindly explain that this was done in order to ensure that it was stable during
  the flight.
  We are sorry to hear about the described luggage contents issue.
  We kindly explain that in accordance with art. 9.1.5. "General
  Conditions of Carriage of Passengers and Baggage, Applied by LOT Polish
  Airlines " due to the limitations of liability applicable under the
  Montreal Convention, the carrier recommends not to include in checked baggage:
  money, jewelry, precious metals, computers, cameras, mobile phones, other
  electronic devices, silver and gold products, bills of exchange, securities
  and other valuables, commercial documents, commercial samples, passports and
  other identity documents, optical instruments, medications and keys. It is
  strongly recommended to carry these items in your hand luggage.
  Be kindly informed that all current regulations of the carrier are
  specified and available on our website www.lot.com. It is recommendable to get familiar with them prior to the journey.
  We would also like to explain that it is the passenger`s responsibility
  to prepare luggage for carriage by not placing the above mentioned items in the
  checked baggage.
  Otherwise, their carriage is performed at passenger`s own risk. The
  carrier shall not be liable for damages resulting from failure to comply with
  above recommendations.
  Simultaneously, we explain that all baggage restrictions should be
  reported immediately upon arrival, in the Lost & Found office. In such a
  case, a Damage Report is issued. This document is an essential evidence that
  the damage may have occurred during the air transport and not after leaving the
  airport. All airlines use similar procedures.
  According to the Art. 31 of the Montreal Convention luggage received by
  passenger without any restrictions is considered to be given in good condition
  and without visible damage.
  Unfortunately, given all the above, we are not able to offer you any
  compensation. Although we endeavor to resolve all matters amicably, we also
  realize that it may not always be possible.
  Despite your disappointment on this occasion, we hope that your future
  travels will be satisfactory in every respect.
  
  Yours sincerely,
  ***** *******
  Specialist
  Passenger Claims Section

  Customer Answer

  Date: 05/07/2024

  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]
  
  WHY ARE YOU EVEN REPLYING TO ME AFTER OVER 3 MONTHS OF SILENCE?
  
  WHATEVER I PAID (flight tickets for me and my dog, ransom at 'hare...) HAS BEEN ALREADY REVERSED AS FRAUD CHARGE BACK, LOL - SO YOU GOT ZERO MONEY FROM THIS SCAM. HAHAHA, NOW YOU CAN TRY TO SELL YOUR ******** **** TO THE CREDIT CARD COMPANIES.
  
  AT THIS POINT I AM FILING A LEGAL ACTION VS lot AND I AM IN THE PROCESS OF FILING COMPLAINTS VS lot TO **********, = CENTRAL BUREAU OF ANTICORRUPTION, CIVIL AVIATION AUTHORITY, AND OTHER POLISH AND EUROPEAN GOVERNMENT INSTITUTIONS, AS WELL AS MAIN SOURCE MEDIA AND SOCIAL MEDIA... AND I AM JUST GETTING STARTED. 
  HAVE YOUR LOST YOUR MIND - CRIME HAS BEEN COMMITED AND YOU ARE TRYING TO COVER THIS UP!
  
  STOP LYING, STOP TRYING TO COVER THIS UP SINCE I AM NOT GOING TO STOP UNTIL JUSTICE IS SERVED. 
  
  I WAS BULLIED, HARASSED AND SCAMMED FOR OVER 2 HOURS BY YOUR SO CALLED LOT EMPLOYEES - THERE WERE WITNESSES AND VIDEO SURVEILLANCE CAMERAS RECORDING WHAT THOSE 2 CRIMINALS DID TO ME AND MY DOG! 
  TILL THIS DAY I AM DEALING WITH ANXIETY AND OTHER MENTAL ISSUES DUE TO WHAT HAPPENED ON JAN. 28TH.2024. WOULD YOU LIKE TO SEE MY DOCTORS NOTES?!
  MY DOG WAS SICK FOR OVER 2 WEEKS AFTER THIS FLIGHT
  = LOT SCAMMED AND TORTURED A HUMAN BEING AND AN ANIMAL! NOW, THEY ARE TRYING TO COVER THIS UP.
  
  1. you failed to respond within 30 days from my complaint
  2.MOST IMPORTANTLY YOU HAVE BEEN LYING AND EVEN IGNORED MY COMPLAINTS - YOU HAVE BEEN TRYING TO COVER UP A CRIME.
  - bullying and harassment, violation of human and passenger rights, lies, corruption and extortion of money.
  3. you failed and refused to release the names of the 2 women (lot employees) at o'hare international airport and 1 stewardess that yelled at me and refused to provide service and the crew that mishandled and tortured my dog.
  
  YOU ARE A DISGRACE TO POLISH NATION AND A CANCER TO THE SOCIETY!
  GET IT IN YOUR CORRUPT HEAD = I AM NOT SETTLING UNTIL ALL OF YOU ARE EXPOSED AND PUNISHED FOR THE CRIMES COMMITTED ON JAN. 28/29/2024
  

  
  

   

  
  

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

  
  
  
  ****** *****
  
  
  
  
  
  
  
   
  

  Business Response

  Date: 05/17/2024

  *** ********** **************
  ********** ****** *****
  
  Dear *** *****,
  We addressed all your concerns in our earlier correspondence.
  In light of the
  above, we must consider the matter closed.
  Any further
  correspondence received with regard to this issue will be noted and added to our file, however we shall not be in a position to respond.
  
  Yours sincerely,
  ***** *******
  **********
  ********* ****** *******