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: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: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,

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

  
  

• 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,
  ********* ********** ****** ********** ********* ****** *******