LOT Polish Airlines

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]. Lot Polish Airline called me yesterday and...

offered change of my flight for 80$ which is fair and I accepted it. I find that this resolution is satisfactory to me and the matter has been resolved.Thank you for your help with it!
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

They are asking for documentation that was already sent twice. I am sending this documentation as a PDF to this communication. It includes my original email with copies of the receipts showing what they owe me for the delayed luggage as per their carriage contract.
 I look forward to reading their reply and receiving a check.
 Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
I reserve the right to reopen the case if I do not get the refund within the next 30 days as indicated in their reply.Thanks as always,
[redacted]

Dear [redacted],Rest assured that we do understand the frustration [redacted] experienced by not being able to make her flight from Warsaw to Minsk on [redacted] November, 2014  as planned.However, we would like to emphasise that LOT Polish Airlines holds no responsibility for the situation.As already advised ,such details as gate numbers printed on boarding passes come from the airport authorities (independent bodies). Passengers must take into consideration the fact that at every airport gate numbers can and do change frequently.It is definitely the passenger’s responsibility to monitor the changes and appear at the correct gate at the time indicated by the operating carrier i.e. in case of [redacted]’s travel -Belavia Airlines.It must be stressed that it was Belavia Airlines who did not accept ** [redacted] and her luggage for its flight B2 896. There were no grounds to offer [redacted] a free flight to Minsk on LOT Polish Airlines.We trust the explanations above have further helped to clarify the reasons behind our decision. Although it is not our intention to appear unsympathetic, we must advise we consider the matter as settled.  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.Thank you for allowing us the opportunity to explain our position.Yours sincerely, [redacted]
[redacted]
[redacted]
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

This is the most outrageous behavior of the business providing such an essential service - not admitting it's responsibility when at fault. That is why I'm collecting information on social media for legal class action against LOT Polish airline based on my and my children experience as well many more people's experiences that is coming to light. The company that allows this to happen and does nothing to punish its employees behavior must be brought to justice in European and North American courts. Also, I'm very thankful to organizations like Revdex.com so this type of incidents are becoming public.
Sincerely,
Olga S[redacted]

Dear [redacted], Please be advised that the issue has already been resolved by our Contact Center. Kind regards,Customer Claims Team

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Hello [redacted],I don't know why [redacted] from LOT is still providing false information about the gate number for my original scheduled flight from Warsaw to Minsk on November the [redacted]. I have attached scanned copy of my boarding pass provided by LOT and I highlighted the flight number, the date and the carrier, and the GATE IS 13, not 19, not 20.I want to point out again. No attempts to call my name were made. My luggage was left outside of the new gate without any supervision. No blankets or comfort was offered. I was asked to buy a new ticket for the next day and the rest was my problem. I had to suffer all night at the airport. I had to cancel some of my medical appointments in Belarus and I had to rearrange all of my travel because of this mess with the Gates.I have the boarding passes, and I can provide any other necessary information to prove that I am right, and that [redacted] is just playing the same game as back at the airport in Warsaw - blame the passenger: we have nothing to do with this - this is your problem - pay us AGAIN and don't bother till tomorrow.I am sorry about this emotional reply, but I am just a single woman with very little income. I am not the monster airline company which is allowed to do anything it wants.Thank you for understanding,[redacted]
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Dear [redacted],Please take a look at the attachment #1 which is my boarding pass for my flight from Warsaw to Minsk I received at my check in time in Chicago on Nov [redacted].[redacted] in her response is trying to confuse you by saying that this flight was scheduled to leave from gate 20, but then was moved to gate 19.As you can see in my boarding pass it states the date, the flight number and the gate is 13. I was waiting for my flight at gate 13 and I was on time, not late at all.I also don't know who [redacted] is - she was not there, I have never met her, thus her claim that I was offered pillow and a blanket is a false statement. Nobody offered me anything from LOT that night. I still demand to be compensated for the flight that I was force to buy for the next day due to LOT failure to notify me and other passengers from my flight that gate number has changed. I want to be compensated for moral and emotional abuse from LOT and for lost valuable vacation days and all the problems caused by this neglect.I am asking you to help me in resolving this problem.Thank you
 [redacted]
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

[redacted]        Ref nr: [redacted] Warsaw, 2015-**-04     Dear [redacted],    We are very sorry to learn about the problems with the “baby carrier” lost by you on board of our plane operating the flight [redacted] from Chicago to...

Warsaw on [redacted] June, 2015.   Please be advised that the “baby carrier” was found on board of above mentioned  aircraft and according to existing procedures was directed to the Lost & Found office at Frederic Chopin Airport in Warsaw and left there for personal collecting by the passenger. It should be emphasized  the carrier is not responsible for all personal belongings left by the passengers on the board of the aircraft.     We would like to point out that this airport office doesn’t practice to send lost items on the passengers’ address.    Unfortunately the Warsaw Lost & Found Office personnel did not receive any information from you that you expect to collect this item while returning from Minsk via Warsaw to Chicago on [redacted] July this year.   We are very sorry to learn about the poor impression that you had with respect to the airport handling agent staff but please be informed that the carrier is not responsible for the regulations connected with visa and airport security subjects   However, taking into consideration all the circumstances related this case, we would like to inform that exceptionally and in this particular situation, we will send the “baby carrier” to Chicago but you will have to collect it personally from the Lost & Found office at O’Hare Airport.   Hoping, that you will accept our proposed solution, we remain,   Sincerely yours,             Barbara K[redacted]   Passenger Claims Department

Your ref.: [redacted]Our ref.: [redacted], June **, 2015Dear [redacted],In reference to your letter concerning [redacted]’s complaint, please accept the following information:- On May **, 2015,  [redacted] purchased return tickets for passengers [redacted] and [redacted]...

[redacted] for journey [redacted] – [redacted] – [redacted] with LOT Polish Airlines in Economy Class. The booking was made on our website www.lot.com.-  As the transaction had to be verified by our personnel, [redacted] was only charged on May **, 2015. On the same day, the booking confirmation and tickets were sent to the e-mail address indicated by [redacted].  - On May **, 2015 [redacted] contacted our call center services in order to make a change in the name of one of the passengers in order to correct a spelling mistake. According to fare conditions, any change in passenger’s name can only be made for a fee.- Passengers are required to verify all the information after receiving their tickets and booking confirmation. However, as a gesture of goodwill we have exceptionally decided to correct the spelling mistake in [redacted]’s name.Yours sincerely,[redacted]Customer Claims SectionLOT Polish Airlines

Review: I tried to purchase ticket on May **, 2015 for my parents. on my last step of the payment confirmation website crashed. It did not give me a chance to by insurance and I did not receive any confirmation of ticket purchase. Money were taken from my account and then returned same day. At that point I did not receive any information from LOT Airlines, so I decided that the transaction has not been completed. LOT Polish Airlines charged my account on May **, 2015 which I did not notice till next day May **, 2015. They sent ticket confirmation on May **, 2015 which I did not see until after I found that my account has been charged. First of all, because they charged my account without any notification or confirmation it put my account in overdraft (the money were moved to different account after they returned) and I had to pay overdraft expenses. Second, LOT Polish Airlines refused to make passenger's name changes, and asked for extra $97. The excuse for the charge is that I did not call within 24 hours of purchasing or receiving ticket. I contacted company representatives three times. Names of representatives - [redacted] and [redacted]. Also I spoke with one of the supervisors - [redacted] on May **, 2015 who promised that I will get call back next day from main headquarter or other supervisor [redacted]. I did not receive any calls for next five days. Every time I call the company number ###-###-#### they promise me that somebody will call me back. However, I have never heard back from anybody.Desired Settlement: Since the LOT Polish Airlines cannot keep up to their promises, I would like them to provide tickets for my parents from [redacted] to [redacted], **, [redacted] from other airlines with no more than one stop. I cannot trust this company to transport my parents if they are not available to perform easy tasks properly.

Business

Response:

Your ref.: [redacted]Our ref.: [redacted], June **, 2015Dear [redacted],In reference to your letter concerning [redacted]’s complaint, please accept the following information:- On May **, 2015, [redacted] purchased return tickets for passengers [redacted] and [redacted] for journey [redacted] – [redacted] – [redacted] with LOT Polish Airlines in Economy Class. The booking was made on our website www.lot.com.- As the transaction had to be verified by our personnel, [redacted] was only charged on May **, 2015. On the same day, the booking confirmation and tickets were sent to the e-mail address indicated by [redacted]. - On May **, 2015 [redacted] contacted our call center services in order to make a change in the name of one of the passengers in order to correct a spelling mistake. According to fare conditions, any change in passenger’s name can only be made for a fee.- Passengers are required to verify all the information after receiving their tickets and booking confirmation. However, as a gesture of goodwill we have exceptionally decided to correct the spelling mistake in [redacted]’s name.Yours sincerely,[redacted]Customer Claims SectionLOT Polish Airlines

I bought four tickets from LOT Polish Airlines in February 2015 for travel in July 2015. Today, May **, 2015, I got a call saying that LOT Polish Airlines has cancelled all flights in the destination we were going to. WHAT??? You' re cancelling the flight only a month before it is scheduled to take place? All of our vacation was built around this flight! Now everything is ruined and I lost about $1500 in hotel and other accommodation costs. These guys are liars and rip off honest people like me. NEVER BUY TICKETS FROM LOT Polish Airlines, you'll be sorry!

Review: On December **, 2013 I was traveling with my family back to USA from our vacation in Poland using polish airlines LOT. When I got back home, I started unpacking my luggage, and realized, that one of the two bracelets with charms, that I've got as gifts for my children was missing, only the gift bag, jewelry box and unwrapped wrapping paper was left of it. There was no note that my baggage was controlled by the airport authorities. Seems, that the bracelet was stolen at the airport. I contacted the airline's claims office immediately, and finally today (December **, 2013) I've got a written response saying, that LOT is not responsible for my loss, and will not pay me any compensation of over $100, the cost of the missing bracelet with a charm. In ma complaint email to the polish airlines LOT,I attached my boarding passes from the fight, pictures of the remaining bracelet with a charm, empty box from the other one, as well as the catalogue pictures of the missing bracelet and a charm with the prices. I am strongly disappointed with the way they treated me, and the way they dealt with the problem. Sounds, that it's ok with them that some of their workers steal things out of their customers luggage. I would like to add, that besides the financial value, the bracelet had sentimental value, since it was a Christening gift for my daughter. I hope someone will be able to do something about it.Desired Settlement: Refund of $115 (cost of the bracelet and charm).

Business

Response:

Attn [redacted]

RE: claim pax Bil

Dear [redacted]

Please kindly find attached the reply to the claim.

Best Regards.

LOT Baggage and Indemnity Section

Review: Me, [redacted] my wife [redacted] and our son [redacted] were traveling on June [redacted] , 2015 and arrived to Warsaw from Chicago. Our confirmation # [redacted] and # [redacted]. We’ve lost our “baby carrier” on the plane but after we’ve arrived to our final destination at Minsk, Belarus, we called “lost and Found” office at Phone# [redacted] and confirmed that they found it and gave us the “lost Item” # [redacted]. On our way back to Chicago we’ve asked Lot information Desk to help us get the item since we were unable to leave the “transit” zone because we did not have a visa. But Lot “customer service” was horrible and we did not get out lost item back. Please send to O’hare airport at Chicago lost and found section, so that we may pick it up.Desired Settlement: We would like to get our item back or a compensation of $250 is acceptable.

Business

Response:

[redacted] Ref nr: [redacted] Warsaw, 2015-**-04 Dear [redacted], We are very sorry to learn about the problems with the “baby carrier” lost by you on board of our plane operating the flight [redacted] from Chicago to Warsaw on [redacted] June, 2015. Please be advised that the “baby carrier” was found on board of above mentioned aircraft and according to existing procedures was directed to the Lost & Found office at Frederic Chopin Airport in Warsaw and left there for personal collecting by the passenger. It should be emphasized the carrier is not responsible for all personal belongings left by the passengers on the board of the aircraft. We would like to point out that this airport office doesn’t practice to send lost items on the passengers’ address. Unfortunately the Warsaw Lost & Found Office personnel did not receive any information from you that you expect to collect this item while returning from Minsk via Warsaw to Chicago on [redacted] July this year. We are very sorry to learn about the poor impression that you had with respect to the airport handling agent staff but please be informed that the carrier is not responsible for the regulations connected with visa and airport security subjects However, taking into consideration all the circumstances related this case, we would like to inform that exceptionally and in this particular situation, we will send the “baby carrier” to Chicago but you will have to collect it personally from the Lost & Found office at O’Hare Airport. Hoping, that you will accept our proposed solution, we remain, Sincerely yours, Barbara K[redacted] Passenger Claims Department

Review: I was using LOT airlines on 11-**-14 during my travel from Chicago to Minsk( Belarus), and on my way back from Belarus to Chicago( round trip)

My issue happened on 11-**-14 when making a connection at Warsaw Chopin Airport airport.

My gate number was supposed to be ** as it listed in my airfare ticket, boarding time: 14.30 at flight 896. (I can provide ticket and boarding pass). I came to this gate around 1.00 pm and was waiting for the boarding to begin.

However, when I provided my boarding pass, I was told that this was not MY GATE! LOT representative told me that they changed the gate, and now my new gate number was 20, but my flight had already gone!

LOT airlines representatives never did make any announcement about the gate change or my plain leaving without me. On that day 11-**-14 TWO LOT flights were flying to Minsk at almost the same time from Warsaw, and that DID confuse many passengers due to lack of communication from LOT representatives at the airport. We all were waiting at the wrong gate.

On top of that, they simply left my luggage at the newly assigned gate 20 without any supervision or any attempts to find me. Please, note: THEY NEVER CALLED MY NAME for my flight, and they refused to take me on the flight that was currently boarding at that time at the gate number 13 (my initial gate on my boarding pass leaving also to Minsk). So they told me that my only option was to purchase a new ticket AGAIN to Minsk which only will be flying the next day. I have the receipt of purchase and new boarding pass which I had to purchase because they did not give me any other option or tried to fix their mistakes.

PLEASE NOTE: I was left at the airport without food, hotel offer and cash. I had to spend the night at the airport. LOT refused to provide any type of support.Desired Settlement: I'm requesting a full refund for my new additional ticket purchased at at Warsaw Chopin Airport airport to Minsk on 11-**-14 in amount of $376.21

I would like also to bring to your attention that I was very upset and stressed, needing to spend a night at the airport without any comfort; my plans got ruined, and I missed my transfer from Minsk to my city in Belarus (Mogilev), so all of that caused me additional financial and emotional damage.

Thus I would like to ask LOT to cover my expense and moral abuse that I experienced during that travel with LOT airlines in amount of $500.00. IN ADDITION TO THE ABOVE AIRFARE PRICE.

Please, let me know if you need any additional information and evidence that could be helpful in resolving this issue.

Business

Response:

[redacted]Dear [redacted],In reference to your letter concerning [redacted]’s complaint, please accept the following information:- [redacted] did not arrive on time to the gate of departure for her flight B2895 from Warsaw to Minsk on November *, 2014. The scheduled departure time was 15h00.- There was one gate change forflight B2896. It was originally scheduled to depart from gate 20, but actually departedfrom gate 19. These gates are directly adjacent and make use of the same exit.- As [redacted] was late for her flight, it was not possible to rebook her free of charge for the next connection to Minsk. [redacted] purchased a new ticket for flight LO705 on November *, 2014,which departed from gate 13. She was offered blankets and pillows as a goodwill gesture.- According to Article 7 of our General Conditions of Carriage, passengers should arrive at carrier's check-in and boarding gate sufficiently in advance of flight departure to permit completion of any formalities required by government authorities and departures procedures and in any event not later than carrier's minimum check-in time for the flight. If the passenger appears improperly documented and not ready to travel or fails to arrive at check-in or boarding gate in time fixed by thecarrier, the carrier may cancel the seat reservation for the passenger and is not obliged to delay the flight due to awaiting the passenger. The carrier is not liable to the passenger for loss or expenses due to passenger's failure to comply with the provisions of this Article.- Due to the above explanations, we are unable to offer [redacted] compensation requested in her letter or reimburse the costs of the new ticket.Yours sincerely,[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Dear [redacted],Please take a look at the attachment #1 which is my boarding pass for my flight from Warsaw to Minsk I received at my check in time in Chicago on Nov [redacted] in her response is trying to confuse you by saying that this flight was scheduled to leave from gate 20, but then was moved to gate 19.As you can see in my boarding pass it states the date, the flight number and the gate is 13. I was waiting for my flight at gate 13 and I was on time, not late at all.I also don't know who [redacted] is - she was not there, I have never met her, thus her claim that I was offered pillow and a blanket is a false statement. Nobody offered me anything from LOT that night. I still demand to be compensated for the flight that I was force to buy for the next day due to LOT failure to notify me and other passengers from my flight that gate number has changed. I want to be compensated for moral and emotional abuse from LOT and for lost valuable vacation days and all the problems caused by this neglect.I am asking you to help me in resolving this problem.Thank you

[redacted]

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

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Hello [redacted],I don't know why [redacted] from LOT is still providing false information about the gate number for my original scheduled flight from Warsaw to Minsk on November the [redacted]. I have attached scanned copy of my boarding pass provided by LOT and I highlighted the flight number, the date and the carrier, and the GATE IS 13, not 19, not 20.I want to point out again. No attempts to call my name were made. My luggage was left outside of the new gate without any supervision. No blankets or comfort was offered. I was asked to buy a new ticket for the next day and the rest was my problem. I had to suffer all night at the airport. I had to cancel some of my medical appointments in Belarus and I had to rearrange all of my travel because of this mess with the Gates.I have the boarding passes, and I can provide any other necessary information to prove that I am right, and that [redacted] is just playing the same game as back at the airport in Warsaw - blame the passenger: we have nothing to do with this - this is your problem - pay us AGAIN and don't bother till tomorrow.I am sorry about this emotional reply, but I am just a single woman with very little income. I am not the monster airline company which is allowed to do anything it wants.Thank you for understanding,[redacted]

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

Sincerely,

Business

Response:

Dear [redacted],Rest assured that we do understand the frustration [redacted] experienced by not being able to make her flight from Warsaw to Minsk on [redacted] November, 2014 as planned.However, we would like to emphasise that LOT Polish Airlines holds no responsibility for the situation.As already advised ,such details as gate numbers printed on boarding passes come from the airport authorities (independent bodies). Passengers must take into consideration the fact that at every airport gate numbers can and do change frequently.It is definitely the passenger’s responsibility to monitor the changes and appear at the correct gate at the time indicated by the operating carrier i.e. in case of [redacted]’s travel -Belavia Airlines.It must be stressed that it was Belavia Airlines who did not accept [redacted] and her luggage for its flight B2 896. There were no grounds to offer [redacted] a free flight to Minsk on LOT Polish Airlines.We trust the explanations above have further helped to clarify the reasons behind our decision. Although it is not our intention to appear unsympathetic, we must advise we consider the matter as settled. 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.Thank you for allowing us the opportunity to explain our position.Yours sincerely, [redacted]

Review: On August **, 2013 , I flew with LOT Polish Airlines from Budapest to Warsaw, from Warsaw to Chicago. With me I had my Casio electric piano keyboard, which I paid to have specially packaged and shipped as a fragile parcel so it would be protected in the flight.

At the Budapest airport I was told to go to the LOT Polish Airlines office at Terminal 2A, room 3.35 where I spoke to one of your female agents. I spoke to the woman in English, her English was not very good, so I made sure to be very clear with what I was looking for. Five times I asked her if my package would be wrapped in plastic wrap, then again with bubble wrap, boxed, and marked as fragile. I also asked if it would be insured. Each time she shook her head yes and said yes, annoyed that I was asking that much. After paying for the special transportation of my fragile package, I took it to bag check-in, as instructed by the woman at the office. I also told that agent that I had paid for the piano to be packaged as fragile and showed him the receipt. He also assured me that my piano would not be tossed in with the rest of the luggage, but that a courier would come pick it up, package it appropriately, and that it would be flown without damages. When I arrived at Chicago O’Hare airport, I spoke to the two LOT Polish Airline workers who were standing outside of the jet bridge. They told me since the package was shipped as a special parcel, it should be with the oversized baggage at Gate 1A.

I went to Gate 1A to pick up my Casio piano and the attendants there told me that they have received everything from my flight but not anything that matches my description of my piano. They told me to go to the LOT Polish Airline offices at Terminal 5 and speak to them. I decided to go pick up my regular luggage from the baggage claim before heading there. While waiting at baggage claim for my luggage to come around, I was speaking to some of the other passengers, and in telling them that my Casio piano was missing, one of them pointed out that he had seen my Casio piano bag come around at least six times! When it came around for the seventh time, I was beyond belief! On it sat a 50-pound bag, and it was not wrapped in anything, nor was there a single tag on it marking it as fragile! Everything that I was assured would be done to make sure that my Casio was protected in the flight, wasn’t! It arrived all scrapped up, the screen broken, and the key mechanisms entirely broken! Angry and upset I went to the LOT Polish Airlines offices and they filed a report. I explained to several people what happened and they themselves could not believe how broken it was. I spoke to the head manager and she assured me this would be taken care of promptly and within 10 days it would all be finished.

Well now I’m annoyed and furious! I explained in every minute detail EXACTLY how I wanted the piano to be handled and shipped. Your airline assured me each time that this is EXACTLY how it would be handled. What happened? I am a music student, who purchased that piano with the money I received as a grant from my college, to ensure I am prepared for the beginning of semester. We are already over a month into the semester and I don’t have a piano to practice on. You are stalling! I will not back down, if I had not been so diligent in explaining and checking over five times that it would be shipped appropriately I wouldn’t be nearly as angry. But I did!

Since filing three reports with the company and over a dozen calls, online forms, and e-mails, I have received no calls back from anyone that can resolve my issue. Usually when I call I either get hung up on, or the person that answers pretends that they do not speak English. The last time I called I was told I need to speak with the manager who was in a meeting and to call within an hour. I called within an hour and the manager was not in the building and was told to call after 4pm. I called at 5pm and was told that the manger was not in at all and that they were on vacation. When I told that person about my previous two calls I was put on hold and then when she returned I was told that the person I was looking for did not even exist. How are they in a meeting or on vacation if they don't even exist? When I asked for her name she told me no and hung up. I called again and started the same process over again. I have also tried calling the corporate office and getting the corporate office number and each person I speak with refuses to provide it. This is insane! How is this company in existance?Desired Settlement: I want this to be resolved. After all of this I deserve not only a refund for the piano but also for the additional costs that I paid for it to be packaged as fragile. In addition to that I want a statement of apology from the company for ignoring my calls, being rude, unprofessional, and most of all refusing to take care of a an extremely sensitive matter in a timely fashion.

Business

Response:

Dear [redacted],

In response to your complaint sent to New York Revdex.com, we are sorry to learn that you are not satisfied with our decision from September **, 2013 sent to your postal address.

Following your appeal to NYRevdex.com please be assured that we gave another thorough research of your complaint but unfortunately we did not find any formal and/ or legal prerequisite to change our decision presented in our previous correspondence.

Further to the raised issues we would like to take a chance and clarify that LOT Polish Airlines as well as other carriers operating from the airport in Budapest do not provide special service of packing passenger`s registered baggage. We stress that it is passenger duty to prepare his baggage for air transportation. However, we also clarify that there is possibility to use wrapping service for extra baggage protection. There is an availability of a special “wrapping machine” at the departure hole on the opposite side of check-in counters. For additional payment this service is provided for all passengers.

We would like to reassure you that our customer satisfaction is of great importance to LOT and constructive passenger feedback assists as well as directs us to continuously improve our service. Thank you for your remarks regarding our handling agent at the airport in Budapest. Your letter has been forwarded to the respective manager. We are very sorry but the explanation we received is not in line with the ones provided by you.

Based on our files we can confirm that your instrument was accepted for carriage as a registered baggage and according to our regulations you were charged due extra baggage fee. This payment did not refer to special handling of your baggage as you mentioned.

We would like to clarify that “Fragile” tag is attached in the presence of passenger on her/his request at the ckeck-in counter.

At the same time please be kindly explained that provisions of “General Conditions of International Carriage of Passengers and Baggages” applied by LOT Polish Airlines set the conditions for a complaint, as well as limitation of liability. In the light of IATA provisions a carrier may exclude certain items (like electronic equipment, valuables, documents) from its liability. If passenger decided to carry such fragile item in his registered baggage, such carriage is performed at sole passenger’s risk. Although we do our best to handle fragile items with care, certain movements of the aircraft in-flight and the different atmospheric conditions are not conducive to the carriage of delicate goods. Additionally we also kindly inform you that in order to provide more secure carriage of fragile items ( like music instruments) passenger may carry them onboard and have it carried on additional, extra seat provided due payment is submitted and a seat reserved in advance.

We also stress that that the limits of responsibility of the carrier with respect to passenger baggage are specified on our website [redacted].It is deemed the passengers’ responsibility to familiar themselves with the conditions applicable to the journey to be undertaken prior to departure.

Referring to your remarks concerning the claims processing in LOT we would like to stress that following our rules we do not dispute the issues by phone. All claims are considered only in writing.

According to our files we received your letter (sent by mail) on ** of September 2013. The reply letter dated ** of September was sent to you home address in USA. Subsequently on the * of October 2013 we received your claim form sent once more via our web site [redacted]. The electronic version of our previous reply was sent to you on ** October 2013 to your email address.

We are very sorry for the situation presented in your letter but having in mind that was clarified above we find no base to consider your claim as you requested.

While we realize this may not be the response you were hoping for, but we would appreciate your understanding of our position.

Sincerely,

Baggage Claims and Indemnity Dept

LOT Polish Airlines

Review: Lots of issues with layover, delays, kosher meals and no assistance offered.Desired Settlement: come to agreement on compensation

Business

Response:

Dear [redacted],

We are sorry to learn that you find our reply dated [redacted] May 2013 unsatisfactory.

Kindly be informed the case has been thoroughly investigated again.

Although we endeavour to resolve all matters amicably, we also realise that this may not always be possible, and a review of the situation has not changed our response.

As already advised the Montreal convention (Article 31) stipulates that acceptance of baggage by the passenger without complaint at the time of delivery presumes that the baggage has been delivered in good condition. Our records show you did not report any damage and pilferage immediately at the arrival airport, as required.

Any damaged or pilferaged articles that are not reported at the arrival airport, need to be reported in writing to LOT Polish Airlines within seven days of the flight.

Additionally, such claims must be documented and accompanied by appropriate evidence indicating that the damage occurred during the air transportation. The burden of proof lies with the claimant. We need to emphasise that the incident was not reported to us within this time frame.

Rest assured that next to safety, maintaining our flight schedules is of paramount importance to us and we do not delay or cancel a flight unless it is absolutely necessary to do so. Unfortunately, unavoidable circumstances arise from time to time.

In cases of flight irregularities we try our best to offer our passengers the most convenient alternative connection to the final destination reflected in their tickets and due care.

We are always disappointed if a customer of ours should be in anyway inconvenienced and therefore we must advise you how very sorry we were to learn of your dissatisfaction. Your comments regarding the handling of the irregularity are important to us and our airport Station Manager is aware of the impression we have left you with.

[redacted], thank you for allowing us the opportunity to explain our position.

We would like to assure you that this response does not reflect a lack of concern on our part and we do sincerely hope you will understand the position of the airline in this regard.

Yours sincerely,

Passenger and Baggage Claims Department

LOT Polish Airlines

Review: I was recently flying Polish Airline from Chicago to Vilnius (Lithuania) with a change of plane in Warsaw (Poland) with two of my children five and seven years old (ref# [redacted]). Due to the fact that airline changed the gate without clearly identifying the change and announcing the change in English language I got to the right gate at the exact time of the departure. At the time of my arrival to the gate there were two representatives of the Polish Airline present (male and female). Male asked my name and when I identified myself he started yelling at me that I just caused him some troubles. He continued using very high voice and offensive language pertaining to the origin of my last name. "[redacted]!". He used an "F" word multiple times during his verbal assault at myself and my children. He said that he will not allow us on the plane which still was at the gate. This behavior caused myself and my children a significant stress. All my complains to Polish Airline customer support (in-person in Warsaw and over the phone in US) didn't produce any response.Desired Settlement: I would like to receive an official apology for this this outrageous behavior and compensations for the cancelled flight.

Business

Response:

[redacted] Dear Sirs, With reference to the complaint lodged by [redacted] kindly be informed that the passenger and [redacted] had already sent the complaint to the U.S. Department of Transportation and on ** July, 2015 we replied to the email address given i.e[redacted]. Rest assured we have investigated the matter to the extent possible, with the assistance of the relevant reports. Our findings do not confirm the alleged behaviour of our representatives at Warsaw airport. As already advised, the only reason for not accepting the passengers for flight [redacted] (scheduled to depart at 4.10 p.m. on ** June, 2015) was their late arrival at the gate (i.e. at about 4.20-4.23 p.m.) The boarding for flight [redacted] from Warsaw to Vilnius began 25 minutes before the scheduled time of departure,that is at 3.45 p.m. and closed at 4.07 p.m. The “final call” was at 3.57 p.m. As at the scheduled time of departure three passengers were still missing, the decision to offload their baggage was taken (in line with security procedures). The baggage was found and offloaded at 4.15 p.m. and the names of the three missing passengers were withdrawn from the passenger list. We would also like to emphasise that the gate number had not changed and that all the passengers who appeared at the check-in and gate on time were accepted for the flight. Kindly be informed, that in accordance with the Conditions of Carriage, the carrier is not liable for loss or expenses due to passenger's failure to arrive at check-in and boarding gate sufficiently in advance of flight departure to permit completion of any formalities required by government authorities and departure procedures. We trust the explanations above have helped to clarify the reasons behind our decision. Sincerely, [redacted] LOT Polish Airlines

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

LOT Polish airline failed to perform truly thorough investigation and decided to cover up their shortcomings. The simple investigation would have shown that the gate in Warsaw have been changed from number six to eight. The change have not been clearly communicated (nobody announced the change on the original gate and my name was not called over the speaker which customary in the situation when gate is changed). The most outrageous is the fact of denying the Russophobic behavior of the LOT staff in member in Warsaw. Myself and two of my children still remember vividly the most inappropriate behavior of the LOT's employee at the gate. Another detail that LOT fails to notice that after I was not able to board the plane in Warsaw LOT have canceled my trip back home (Vilnius to Chicago), and not just the leg from Warsaw to Vilnius. This also was not communicated to me even after I went to talk to LOT's customer service in Warsaw. I found out that my ticket was annulled after I came to board the plane in Vilnius to Chicago with a stop in Warsaw. LOT resold my ticket and made a profit on it.

Sincerely,

Business

Response:

[redacted] Dear Sirs, Further to the complaint regarding [redacted] and her children, it is disappointing to learn that the passengers remain unsatisfied with LOT Polish Airlines’ response. Although we endeavour to resolve such matters amicably, we also realize that this may not always be possible, and a review of the situation has not changed our response. We would like to emphasise that it is the passenger’s responsibility to appear at the correct gate at the time indicated by the operating carrier. There were eight passengers who were to transfer from flight [redacted] to flight [redacted] (they had more than 2hours 40 minutes to do it). Five of them appeared at gate number 8 on time and were accepted on board the flight to Vilnius. Passengers must take into consideration the fact that at every airport gate numbers can and do change frequently yet the full information about each flight, including time of departure, time of boarding and the gate number, is available on screens throughout the airport. Our records show the change from gate 6 to gate 8 was made at 10.51 a.m. local time i.e. over 2 hours before the arrival of flight [redacted] from Chicago. Moreover, the distance between gate number 6 and 8 is approximately 50 meters. We also confirm that there was a final call at 3.57 p.m. before departure of flight [redacted]. The history of [redacted]’s booking shows that the three passengers were given the option to take the next direct flight to Vilnius. [redacted] was also informed by our employee in Warsaw about the restrictions regarding the sequential use of flight coupons and the fare conditions governing her ticket. As already advised, our finding do not confirm the alleged behavior of our representatives at Warsaw airport. In the light of the above, we consider the matter closed, as the issues raised have been dealt with appropriately. Sincerely, Elzbieta K[redacted]

LOT Polish Airlines

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

This is the most outrageous behavior of the business providing such an essential service - not admitting it's responsibility when at fault. That is why I'm collecting information on social media for legal class action against LOT Polish airline based on my and my children experience as well many more people's experiences that is coming to light. The company that allows this to happen and does nothing to punish its employees behavior must be brought to justice in European and North American courts. Also, I'm very thankful to organizations like Revdex.com so this type of incidents are becoming public.

Sincerely,

Olga S[redacted]