Airline: LOT Polish Airlines LOT Polish Airlines

 LOT-passengers-rights

Compensation for delayed, canceled flight or denied boarding: LOT

LOT, being a Polish company operating flights both from Europe and European countries, is subject to Regulation 261/2004 adopted by the European Parliament and the Council of the European Union in February 2004. This regulation refers to the infringements committed by the company and requires it to provide passengers with conditions and compensation in the event of: 

• Delayed LOT Flight Claims, 

• Cancelled LOT Flight Claims 

• Refused boarding on LOT flights 

If the plane has been delayed for more than 3 hours, you are entitled to claim a compensation for the delayed flight. 

Compensation for delayed flight from LOT 

Flight distance

Delay time

250EUR

<1500 km

More than 3 hours

400EUR

Between 1500 and 3500 km

More than 3 hours

400EUR

Over 3500 km within the EU

More than 3 hours

300EUR

Over 3500 km, outside the EU

3-4 hours

600EUR

Over 3500 km, outside the EU

More than 4 hours

 If your LOT flight has been canceled, you will be refunded for canceled flights as follows: 

• 250 Euro for a distance not exceeding 1500 km 

• 400 Euros for a distance in the range 1500 - 3500 km 

• 600 Euro for the 3500 km distance outside EU borders 

In addition to the delayed, canceled or refused flight compensation, you will receive from the LOT airline care services, including: 

• free meals and soft drinks and two phone calls, telex or fax or e-mail; 

• free accommodation and transport to the hotel and transport between the airport and the accommodation - when the airline reasonably expects the actual departure time to be later than the scheduled departure date; 

• reimbursement of the full cost of the ticket or return flight to the first point of departure as soon as possible, - if the delay is at least 5 hours; 

• redirecting under comparable transport conditions; 

• covering the cost of transferring the passenger from that alternate airport either to the one for which the reservation was made or to another close destination agreed with the passenger. 

However, a passenger can not claim compensation for cancelled LOT flight in the following circumstances: 

• the passenger is informed of the cancellation of the flight at least 2 weeks before the scheduled time of departure; 

• the passenger is informed of the cancelled flight between 2 weeks and 7 days before the scheduled time of departure and is offered redirection, allowing him to leave no more than 2 hours before the scheduled departure time and arriving at the final destination less than 4 hours after scheduled time of arrival; 

• the passenger is informed of the cancelled flight less than 7 days before the scheduled departure time and is offered redirection, allowing him to leave no more than one hour before the scheduled departure time and arriving at the final destination at less than 2 hours from the scheduled time of arrival. 

If you encounter difficulties with the procedure to be followed in order to lodge a complaint in the event of a flight, cancel a flight, or need any information regarding compensation, documents or refund terms, AirAdvisor specialists are always ready to come help. 

Claims and complaints (lost luggage / damaged luggage) 

In the case of delayed luggage, LOT is liable for damages if it has not used all possible preventive measures to avoid delays or if the use of such measures was impossible. The liability for delays in the carriage of luggage is limited to 1,131 SDRs. 

The LOT Air Carrier bears responsibility for the destruction, loss, damage to luggage and can provide compensation up to the amount of SDR 1,131. In the case of registered luggage, the air carrier bears responsibility even if it is not to blame for damage to luggage, unless the luggage was defective. In the case of non-registered luggage, the air carrier is liable only if the damage has been caused by the carrier's fault. 

The passenger can increase the company's liability by submitting appropriate statements and paying an additional fee, not later than check-in. Thus, in the event of delay or deterioration, it will receive compensation as a matter of priority. 

To expedite the claim / compensation procedure for lost or damaged luggage, attach a copy of the Cabin Report or the Property Irregularity Report, available on board the aircraft or at the airport when you report the delay, damage or loss of luggage. Provide your contact information and details of the bank account in which you wish the compensation for lost or damaged luggage to be transferred (if compensation is granted). 

Lost luggage 

Have you lost your baggage? It was determined by the Montreal Convention and the Warsaw Convention which will be the amount of compensation for lost luggage, from LOT as well. This amount will not exceed € 1000. The amount is calculated daily in SDRs - a currency that relies on several international currencies. 

If your luggage is lost, damaged or delayed, the first thing you have to do is report the problem to your luggage collection service. If you do not do so, the claim process will become much harder. Generally, for any type of compensation, from LOT as well, prompt action is most effective. 

Missing luggage 

If your luggage is delayed or missing, the airline has 21 days to find and return them. If you do not get your luggage back within 21 days, you can still claim compensation for delayed luggage from LOT. 

Damaged luggage 

Amount per compensation 

The airline will examine any complaints you make about damage to luggage and they will be paid according to the amount of luggage plus any item inside them that has also been damaged. 

If your luggage is lost, damaged or delayed, the first thing you have to do is report the problem to your luggage collection service. If not, you can make the entire claim process much harder and you may not get compensation for your damaged luggage. 

Things to do in all cases 

Act immediately! If you're still at the airport, go to a LOT representative. Requests the Property Irregularity Report. This is a statement form to be sent within five days, after which it is possible for the crew to check where your luggage is and where they were lost. 

Go to the "Baggage Claim" or "Lost Baggage" office in the transit area, where you will receive help completing a Report on Property Irregularities (PIR). If no report is made at the destination airport, no one will accept the responsibility. If the luggage is not found within 21 days of reporting to the destination airport, LOT will be responsible for the loss. 

The company can not be held responsible for a wrong bag identified by another passenger - all costs are the responsibility of the passenger involved. 

Time limits for receiving luggage compensation 

The Montreal Convention sets deadlines for any luggage claims: 

Damaged luggage compensation claim - seven days after receipt of damaged luggage. 

Delayed baggage compensation claim - twenty-one days after the date of delivery. 

Lost Luggage compensation claim - There is no time limit, but it is advisable to make the complaint as soon as possible once the luggage is missing for twenty-one days or if the airline acknowledges that they have lost it. 

Limitations on luggage on international voyages: 

You can only carry the luggage allowed by your choices when you buy the ticket (class, additional luggage options). 

Liquids transported in hand luggage are subject to the following restrictions: the liquid must be in a container with a maximum volume of 100 ml, all liquid containers must be transported in a transparent sealed plastic bag (not more than 1 l in total). 

General information about LOT

LOT Polish Airlines is part of Star Alliance and is the main airline in Poland. It was founded on December 29, 1928 and is based in Warsaw, being one of the oldest operating airlines. The LOT fleet has 73 aircrafts and is flying to 101 destinations in Europe, Asia and North America.

Check-in

Online check-in is open 36 hours before the expected departure time and closed 120 minutes before take-off. For the check-in procedure with LOT Polish Airlines, you will need a reservation or ticket number and the passenger’s name. The boarding pass may be printed or sent by message to the passenger’s phone number.

In the airport, check-in for flights operated by LOT Polish Airlines are open:

 • 2 hours before the expected departure time at Polish airports (except Warsaw) and other short-stay airports in Europe, the Middle East and North Africa;

• 3 hours before the expected take-off time for flights from the USA, Canada, China and other long-haul airports;

• 23 hours before the expected departure time for Warsaw flights to any other LOT Polish Airlines destinations, as well as to the airports: Stockholm, Copenhagen, Dusseldorf, Munchen, Frankfurt, Geneva.

 The departure airportDestinationCheck-in closing time
Poland, Warsaw Short-haul flights (Schengen)30 minutes
Poland: Bydgoszcz, Cracow, Gdansk, Katowice, Lublin, Poznan, Rzeszow, Szczecin, Wroclaw, Zielona Gora Domestic flights,short distance flights to Europe, Middle East and North Africa30 minutes
Europe: Barcelona, ​​Belgrade, Bucharest, LOT Business Class, Budapest, LOT Business Class, Copenhagen, Frankfurt, Hamburg, Kaliningrad, Kosice, Larnaca, Ljubljana, Sofia, Split, Stockholm, Stuttgart, Tallinn, Venice, Vienna (LOT Business Class) Vilnius, Zadar, Zagrebshort distance flights to Europe, Middle East and North Africa, long distance flights to North America and Asia30 minutes
Middle East: Tbilisi, Yerevan Europe: Amsterdam, Brusseles, Chisinau, LOT Economy Class, Dusseldorf, Istanbul, Kaliningrad, Kharkiv, Kiev Borispol, Kiev Zhulyany Lviv Madrid Minsk Moscow Moscow Munich Odessa Palanga St. Petersburg, Zurichshort distance flights to Europe, the Middle East and North Africa, long distance flights to North America and Asia40 minutes
Poland: WarsawShort-haul flights (Non-Schengen)40 minutes
Middle East: Tbilisi, Yerevan Europe: Amsterdam, Brusseles, Chisinau, LOT Economy Class, Dusseldorf, Istanbul, Kaliningrad, Kharkiv, Kiev Borispol, Kiev Zhulyany Lviv Madrid Minsk Moscow Moscow Munich Odessa Palanga St. Petersburg, Zurichshort distance flights to Europe, the Middle East and North Africa, long distance flights to North America and Asia40 minutes
Europe: London (LOT Economy Class), London, LOT (LOT Economy Class)short-haul flights to Europe, the Middle East and North Africa, long distance flights to North America and Asia45 minutes
Middle East: Tel-Avivflights with short distance to Europe, Middle East60 minutes
North America: Chicago, Los Angeles, New York - JFK, New York - Newark, 60 minutesToronto Long distance flights to Europe60 minutes
Asia: Astana, Beijing, Seoul, TokyoLong distance flights to Europe60 minutes
Poland: Warsaw, Bydgoszcz, Cracow, Gdansk, Katowice, Lublin, Poznan, Rzeszow, Szczecin, Wroclaw, Zielona Goralong distance flights to North America and Asia60 minutes

 Lot-rules-about-denied-boarding

Baggage allowed with LOT

LOT's luggage policy is permissive and offers many options for passengers who choose to travel with it. If you intend to fly with LOT, the following tables are extremely useful.

The hold baggage

RoutesBusiness class LOT Premium Economy Class LOT Economy class (Standart, Flex)  LOT
Intercontinental flights (USA, Canada, Japan, South Korea, Kazakhstan, Singapore)3 pieces up to 32 kg each2 pieces up to 23 kg each1 piece up to 23 kg
Intercontinental flights (Beijing)3 pieces up to 32 kg each 2 pieces up to 23 kg each2 pieces up to 23 kg each 
Intercontinental flights (from Toronto to Belgrade)3 pieces up to 32 kg each 2 pieces up to 23 kg each2 pieces up to 23 kg each 
Intercontinental flights (Flights to Tokyo from Germany, Austria, Switzerland, Denmark, Sweden, France, Great Britain, Italy, Belgium, Netherlands, Luxembourg, Spain, Czech Republic, Slovakia, Romania, Hungary)3 pieces up to 32 kg each 2 pieces up to 23 kg each2 pieces up to 23 kg each 
International flights (Europe, North Africa, Middle East)2 pieces up to 32 kg each2 pieces up to 23 kg each1 piece up to 23 kg 
Domestic flightsNot applicableNot applicable1 piece up to 23 kg 

The first piece of luggage registered at a reduced price can be booked and paid at any time before departure.

Flight class LOT,SEN, HON, Star Alliance Gold FTL
Business Class LOT,+ 1 piece + golf + ski (eg US, CA)It is not applicable
Premium Economy Class LOT+ 1 piece + golf + ski (eg US, CA)It is not applicable
Economy Standard Class LOT Econom+ 1 piece + golf + ski (eg US, CA)+ 1 piece up to 23 kg
LOT Econom1 piece of luggage up to 23 kg


Miles & More's loyalty program is more generous. The weight depends on the travel class listed above.
The size of each piece of luggage is limited to 158 cm in total (width + height + depth).

Children under the age of 2 years who are not occupying a place are allowed 1 luggage of up to 23 kg (with the three dimensions of 158 cm) regardless of the travel or destination class.

Cabin baggage

Polish Airlines allows passengers to take on board the things they need, allowing them to have board luggage. Depending on the flight class, the amount of luggage is different, with the following options:

• LOT Business Class - 2 pieces up to 9 kg

• LOT Premium Economy - 2 pieces up to 12 kg (1 piece, max. 8 kg)

• LOT Premium Economy (from international) - 1 piece up to 8 kg

• LOT Economy Class - 1 piece up to 8 kg

• Economy LOT Economy - 1 piece up to 8 kg

The luggage must conform to the LOT approved size so that it can be disposed under the front passenger seat (23:40:55 cm).

In the case of flights operated by DH4 "aircraft delivery", the same procedure applies. Cabin baggage will be loaded into the port before embarkation and returned to the passenger after landing. In this case, before the baggage is handed over, all valuables (laptop, money, keys, documents etc.) should be taken out of the luggage by the passenger and taken on board.

Passengers have the right to take on board small personal luggage such as: a ladies bag, a laptop or baby trunk. Also, baby carriages are admitted to the bord.

Before the check-in starts, additional luggage will be subject to additional charges. 

Cheap promotions and tickets

LOT regularly offers affordable deals for travelers, including cheap flights to different locations. By accessing promotions from the LOT menu site, you find the most advantageous and affordable offer to your desired destinations. Picking the cheapest tickets is easier than you think. If you do not want to exceed a specific amount, all you have to do is use the filters available on the site and indicate the amount you want to spend. So, browsing through the various offers, you'll find those with the lowest price.

If you want to keep up-to-date with the offers that LOT offers, you can subscribe to the LOT newsletter. Thus, you will always be informed of the offers and promotions you can take advantage of.

Loyalty programs

Miles & More

The LOT company offers the opportunity to enjoy the most during your travel period. That's why if you plan a family or business trip, you can use Miles & More on every LOT flight or every hotel reservation with Staline or eight other companies. Each time you earn points, you can later use them to buy cheap tickets or on the desired products in online stores, car rental or other.

If you're accustomed to flying often, this option is perfect for you. Becoming a member of the Miles & More service and gaining as many points as possible, you also have the extra feature; such as greater baggage permissibility, priority on boarding.

You can earn and collect points very easily, just downloading the app, available on iOS and Android. And if you subscribe to the newsletter, you automatically earn 500 points.

Book your hotel room, apartment or villa

Through LOT, you not only reach the desired destination, but you manage to accommodate yourself in the most accessible or luxurious way. The company offers services by which you can rent apartments, residential complexes, villas, hotel rooms or even a castle. All you have to do is enter the date you want to fly, where are you leaving, and where you’d want to stop.

You can make a reservation directly after choose the options you like best, without prepayment or guarantee.

Booking a car

Not only is it possible to book a home for LOT passengers, but also for a car or even more, depending on necessities. LOT collaborates with over 900 car rental companies in 160 countries so you can choose the best deal wherever you are.

Reservations are made in two ways: directly by phone or through the LOT site. If you choose to do it through the site, the information you will be asked to do is: the date you take the car, the date you return it, and the airport where you want the car to be brought.

My Favorite Seat Service

The service My Favorite Seat (my favorite place) is available to you as a LOT passenger on all LOT flights.

LOT Business Class passengers, LOT Premium Economy and Miles & more HON Circle and Senator members can choose their preferred location at no additional cost.

Passengers traveling with the LOT Economy Class option in SAVER can order a seat for an extra charge.

Depending on where you want to choose your seat, but also the type of flight operated: internally, internationally; the price of this service is different:

20 PLN (5 EUR / 7 USD / 8 CAD) - for my favorite spot on domestic flight flights around Poland

40 PLN (10 EUR / 11 USD / 15 CAD) - for my favorite spot on short-haul flights

40 PLN (10 EUR / 12 USD / 15 CAD) - middle chair (Astana)

50 PLN (12 EUR / 14 USD / 18 CAD) - corridor (Astana)

60 PLN (14 EUR / 16 USD / 24 CAD) - seat near the windows (Astana)

120 PLN (28 EUR / 33 USD / 42 CAD) - emergency exit chair (Astana)

Starting from PLN 85 for Long Distance Flights:

85 PLN (20 EUR / 25 USD / 30 CAD) - middle chair

105 PLN (25 EUR / 29 USD / 38 CAD) - chair on the corridor

120 PLN (28 EUR / 33 USD / 43 CAD) - window seat

You can order My Favorite Seat up to 36 hours before departure. After this time, you will be able to choose a place at the check-in desk or on the airline's website for free but only from the available seats.

Traveling with children?

If you are traveling with children you need to know some rules.

• Infant discount on the ticket is 90% off the regular rate and applies to children under 2 who do not need a separate place on board.

• Children aged 2 to 11 enjoy a 25% discount on the regular ticket rate and a separate seat.

• Children under the age of 2 (infants) have free baggage allowance of 1 piece up to 23kg (158cm in total), regardless of the travel and destination class (except for tickets in the LOT Economy Saver, for flights on short distances).

• Parents traveling with children can have dinner for them on board.

Trolleys and children's pushchairs

The free baggage allowance includes a folding pushchair or auto chair for children under 2 years of age. A ground crew member will take the pushchair or pushchair from the parents just before the aircraft takes off. It will be returned to the landing immediately after the aircraft leaves so that it can be used at the airport.

Documents for children accepted by LOT Polish Airlines:

• internal routes: identity card, passport, ID or birth certificate,

• international routes (Schengen): identity card or passport,

• international (non-Schengen) routes: passport (or visas, if necessary).

Traveling with pets

If you want to travel with a pet: cat or dog, LOT offers such an option. The place of travel of the animal, in the cabin or in the cargo hold, depends on the weight and size of the animal being transported.

The number of animals that can be transported is limited, so it is necessary to make a pet reservation for the most optimal time via telephone via the LOT Contact Center (+ 48 22 577 77 55).

There are three travel options for animals:

• in the cabin,

• in the hold,

• in the luggage department as a load.

People with reduced mobility

The LOT Company provides high quality assistance to all disabled passengers at its airports and on-board of every LOT aircraft.

Assistance provided by the company can be received by the following groups of people:

• passengers with limited mobility,

• passengers with visual impairment,

• hearing-impaired passengers,

• dog-guided passengers.

Assistance for passengers with limited mobility

At the airport

A mobility assistance request can be made at the LOT Polish sales office via the travel agents' offices by contacting Call Center (+ 48 22 577 77 55) or on the company's website.

Traveling with your own wheelchair

If you intend to travel in your own wheelchair or other mobility aid, the LOT company will be informed of this intention when booking or purchasing the tickets or at any time thereafter. Due to organizational requirements, the passenger's intention to travel with his / her own mobility aid must be sent to the company no later than 48 hours before departure.

US flights

From January 13, 2014 passengers traveling from / to the United States are able to take a wheelchair aboard the LOT Polish Airlines. However, being a limited space, only a wheelchair is allowed on board.

During flight with LOT B787 aircraft (flights to / from the United States), wheelchairs should be stored in special cabinets with appropriate designation for the transport of disability equipment. If the dimensions exceed the limitations of the available space, the wheelchair will be transported in the hold free of charge.

If you plan to travel in your own wheelchair or other mobility aid, the company needs to be informed of this intention during booking and purchase of tickets or at any time thereafter no later than 48 hours before departure.

During check-in, the private wheelchair will be transferred to airport staff before being placed in the aircraft's luggage compartment. It will be returned upon arrival at the Destination Airport. Staff at the LOT airport will carry the passenger from check-in to the aircraft in another wheelchair.

The size and weight of the wheelchair shall also be transmitted to the vehicle so that it provides adequate space for the wheelchair in the aircraft luggage compartment.

For mobility, up to two people will be transported for free.

If you own a battery-powered wheelchair, it may require additional protection before it can be transported in the luggage compartment. For further information, please contact airport staff.

On board the aircraft

All LOTs are adapted to accommodate passengers with limited mobility. Cabin crew is at hand to assist the passenger throughout the flight.

On all our long-haul flights (to and from the USA and Canada, aboard the Boeing 787), the company owns wheelchairs that can be used by the passenger.

All LOTs have a number of seats with lifting arms for ease of access. The company ensures the availability of these places during the flight for the passengers requesting these services.

All LOTs have adapted toilets with railings to help passengers with limited mobility.

Cabin crew is not allowed to lift and carry passengers to / from the wheelchair or to provide assistance in the toilet.

Assistance for visually impaired passengers

At the airport

Passengers with impaired vision must inform LOT about this when purchasing tickets or after no later than 48 hours before departure.

Ground staff will assist in check-in and escort the passenger from check-in to aircraft and landing from the aircraft to the destination airport's arrival room.

On board of the LOT aircraft

Cabin crew is always available to passengers who have requested assistance and notified the company no later than 48 hours.

If the passenger travels with a companion, he / she has to notify the company when making a reservation. LOT will ensure that the passenger's travel companion is seated close enough.

Assistance for passengers traveling with a guiding dog

If the passenger travels with a guide dog, he will contact LOT Polish Airlies during booking and purchase of the ticket or at any time thereafter.

Assistant dogs for the blind, the deaf or the disabled will be secured in the passenger cabin free of charge.

If you travel on board DH4 aircraft, some restrictions may apply to the services offered in all the cases listed above. For more information, please contact the company directly.

On-board electronic devices

LOT allows the use of electronic devices during flight. These must be set to the airplane module. Here's what devices you can use:

• Tablet

• Smartphone

• iPod

• E-Reader

• Mp3 player

• Portable DVD player

Other larger portable electronic devices such as laptops may be used after the cruising altitude has been reached and the seat belt indicator has been extinguished, but these devices must be closed during other times, for safety reasons.

Language spoken on board

A communication in English is practiced on board of the LOT aircrafts. However, boarding officers also communicate in other languages, in accordance with their destination. If you do not know English, ask the attendants who will answer or contact the company's Call Center.

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