How long does LOT Polish Airlines have to respond to complaints?

Officially, they're supposed to acknowledge a written complaint within 30 days and provide a final response within 60 days under DOT rules. But 'officially' is doing a lot of work in that sentence. I had a friend wait nearly three months for a simple baggage claim response. So, pack your patience. For detailed contact information, check out our [LOT Polish Airlines customer service guide](/customer-service/airlines-and-aviation/how-to-contact-lot-polish-airlines-customer-service).

Can I file a complaint against LOT Polish Airlines online?

Yes. Use their online contact form. It's probably your best bet for getting a paper trail started. For detailed contact information, check out our [LOT Polish Airlines customer service guide](/customer-service/airlines-and-aviation/how-to-contact-lot-polish-airlines-customer-service).

What documents do I need for a LOT Polish Airlines complaint?

Get everything. Seriously. Your booking confirmation number, ticket numbers, baggage claim receipts, photos of damaged luggage, and any receipts for expenses you had to cover yourself, like that sad $20 airport sandwich you bought during a 6-hour delay. The more proof you have, the harder it is for them to ignore you, though they will certainly try. I once had to upload a PDF of my boarding pass three separate times because their system kept 'losing' it.

Is there a fee to file a complaint against LOT Polish Airlines?

Nope, no fee to complain directly to them or to file with regulators like the DOT. The only cost is your time and possibly your sanity.

Can complaints affect my LOT Polish Airlines service?

It shouldn't. It would be illegal retaliation for them to treat you poorly on a future flight just because you filed a legitimate complaint, and that would open up a whole new world of problems for them. But, you know, keep records of everything just in case. You never know. I always make sure my complaint is tied to a past booking reference, not my frequent flyer account, just to keep things separate. Paranoia? Maybe.

What happens after I file a complaint with LOT Polish Airlines?

You'll get an automated email with a case number. Then, you wait. And wait. You might need to follow up a few times before a real person looks at it. It's a process. For detailed contact information, check out our [LOT Polish Airlines customer service guide](/customer-service/airlines-and-aviation/how-to-contact-lot-polish-airlines-customer-service).

Can I escalate my LOT Polish Airlines complaint to a regulator?

Absolutely, and you should. If you're in the US or your flight touched US soil, the Department of Transportation (DOT) is your go-to. They have an online form, and airlines are legally required to respond to DOT complaints. It's not a fast process, mind you, it can take a couple of months, but it forces the airline to give you a formal, non-generic answer instead of just ignoring your emails. It's a powerful step when you're getting nowhere.

What about EU261 compensation?

Ah, good question. Since LOT is a European carrier, if your flight was delayed over 3 hours, canceled, or you were denied boarding on a flight departing from the EU or flying to the EU on LOT, you might be entitled to cash compensation under a rule called EU261. This is separate from a refund. They don't always offer it, so you have to know your rights and ask for it specifically.

Complain About LOT Polish Airlines - File a Complaint Today

It's unbelievable how bad it can get with LOT Polish Airlines. Seriously, their Better Business Bureau page is a disaster, showing an F rating and 111 complaints closed in the last 3 years. It's not just a few angry customers. Over on Trustpilot, they have a dismal 1.4-star rating from thousands of reviews, with a staggering 89% of them being 1-star. The most common complaints flagged by passengers are about impossible refund processes and customer service that goes completely silent. If you're stuck in a loop of unanswered emails and unhelpful phone calls, you're in the right place. Official site: Visit LOT Polish Airlines

Last Edited on 09 Dec, 2025

Olivia Harper, Senior Content Manager

10 min read

Best ways to complain to LOT Polish Airlines

Trying to get a hold of someone can feel like a full-time job. Here’s a breakdown of your best shots.

Contact Method	Details & Availability	Why use this instead...
Phone	US Number: +1 212 789 0970. Hours are typically standard business hours, but expect long waits.	Best for urgent issues like a flight cancellation happening right now. Not great for complex refund claims that need documentation.
Contact Form	Available on their official website under the 'Contact' section.	Use this to create a paper trail. It’s slow, but you'll get a case number you can reference later. Ideal for non-urgent, detailed complaints.
Social Media	Twitter/X: @LOT_Airlines	Good for getting a quick, public response. Companies dislike public complaints, so you might get escalated faster. Best for simple questions or calling them out for no response.

⏱️ Estimated Response Times from LOT Polish Airlines After Complaining

Honestly, 'immediate' is not in their vocabulary. Prepare to wait.

Method	Expected Wait Time
Phone	Immediate to 1 hour (mostly on hold)
Email / Contact Form	7 days to 2 months. No, that's not a typo.
Social Media	2 hours to 48 hours

🔍 Tips to Get a Quicker Response from a Complaint

Call the moment their phone lines open in the morning to avoid the worst of the queues.
Keep your booking reference, ticket number, and flight dates ready before you call or write.
If you have status with Star Alliance, mention it. Sometimes it helps you skip the line.
Be polite but firm. The second you lose your cool, you lose your leverage.

How to Escalate Your Complaint

If LOT Polish Airlines is ignoring you, it's time to go over their heads. Don't just give up.

Your main option for flights involving the United States is the U.S. Department of Transportation (DOT). Airlines are legally required to acknowledge DOT complaints within 30 days and provide a substantive response within 60 days. You can file a complaint directly on the DOT's website. The DOT process is formal, so have your documents ready. It's not quick, but it definitely gets their attention.

You can also file a complaint with the Better Business Bureau (BBB). While the BBB isn't a government regulator and can't force a resolution, airlines often respond to avoid a negative mark on their public profile. It works, but prepare to wait. LOT usually responds after a nudge or two from the BBB.

Email Template to Complain to LOT Polish Airlines

Subject: Urgent: Unresolved Issue with Booking [[Booking Reference #]]

To Whom It May Concern,

I am writing again to resolve an issue with my booking, [[Booking Reference #]]. This is my third attempt to get help with this matter, as my previous calls on [[Date]] and [[Date]] have not resulted in a solution.

On [[Date of incident]], my flight was [[briefly describe the issue, e.g., canceled without adequate notice, or my baggage was lost]]. This has caused significant inconvenience and unexpected costs. Frankly, having to chase your support team for weeks just to get a straight answer has been incredibly frustrating.

To resolve this, I require a full refund of [[$Amount]] for the unused ticket and associated fees. I have attached copies of my original booking confirmation and receipts for the expenses I incurred.

If I do not receive a satisfactory response and confirmation of my refund within 7 business days, my next step will be to file a formal complaint with the U.S. Department of Transportation.

Thank you for your prompt attention to this matter.

[[Your Name]] [[Your Phone Number]]

Additional Helpful Tips to get Your Complaint Resolved

Get a reference number. Never end a call or submit a form without getting a case or reference number. It's your only proof the conversation happened.
Use social media strategically. Don't just rant. Post a clear, concise summary of your issue and tag @LOT_Airlines. Include your case number if you have one. A Reddit user mentioned this was the only way they got a response after a month of silence.
Ask for written confirmation. If they promise you a refund or a voucher on the phone, ask them to send a confirmation email while you are still on the line. Don't hang up until it's in your inbox.
Talk to a supervisor. If the first agent is unhelpful, politely but firmly ask to speak with a supervisor or manager. Sometimes you just need to get to the person who has the authority to actually fix things.

Let Pine AI Help Raise the Complaint to LOT Polish Airlines

Are you tired of being on hold with LOT, only to be told your refund request is 'still processing' for the fifth time? It’s exhausting. One person on the BBB site said they've been waiting six months for a refund. Six months. Sound familiar? Instead of wasting another hour navigating their phone tree or writing an email they'll probably ignore, let us handle it. Pine AI deals with the persistent follow-ups and escalations for you. No more hold music, no more re-explaining your situation to a new agent every single week. We take over the headache so you can get on with your life.