The LOT Polish Airlines ("LOT") Customer Service Plan is the result of rules put into effect as of 23 of August 2011 by the U.S. Department of Transportation in order to improve the air travel environment for airline customers. Our Customer Service Plan meets or even exceeds all requirements imposed by DOT and applies on all of our scheduled flights to or from the United States. We hope that it meets our customers' expectations in terms of easy access to the interesting information.
1. OFFERING THE LOWEST AVAILABLE FARE.
When you inquire about a fare or make a reservation on lot.com, through our telephone services – Call Center, or at one of our town or airport ticket offices or counters, we will notify you that the lowest fare offered may be available elsewhere if that is the case. If your travel schedule is flexible, our representatives will, upon request, look for lower-cost alternative itineraries on other dates.
2. NOTIFYING CONSUMERS OF KNOWN DELAYS, CANCELLATIONS AND DIVERSIONS.
When unforeseen problems occur and the flight is delayed more than 30 minutes or canceled or diverted, we will notify you with the most current and accurate information within 30 minutes after LOT becomes aware of such a change in the flight status.
LOT will actively inform you of flight status changes via SMS whenever your cell phone number is indicated in the reservation. We will also update the flight information in LOT telephone reservation system, as well as in our online services on lot.com.
Once you are at the airport, LOT staff or our check-in or gate agents will be available to assist you. LOT's airport team will provide updates regularly, with the most current information available concerning flight delays, cancellations and diversions.
In the event of a diversion, our flight crew will keep you fully informed as to the destination and reasons for the diversion.
In case of a tarmac delay, our flight crew will provide you with the best available information on the flight's status.
3. DELIVERING BAGGAGE ON TIME.
LOT will do its best to deliver your baggage in a timely manner following the flight's arrival. In the event of baggage irregularities we will make every reasonable effort to locate and return the Passenger's bag within 24 hours or less if a name and address or other valid contact information is available. In some cases it may take longer due to flight duration, frequency of flights, and Customs & Immigration procedures.
Passengers are requested to file a claim for delayed, missing or unclaimed baggage by requesting a special form at the Lost & Found Office at the Airport. LOT will provide compensation to passengers for reasonable expenses that result due to delay in delivery, as required by applicable international agreements for international flights. Additional information about interim expense reimbursement and baggage liability limitation is available at lot.com and the Lost & Found Office at the Airport. More.
Once the claim has been entered into our World Tracer baggage tracing system, you will be able to view the status of your claim online by clicking the following link (link to baggage tracking) and entering your last name and "File Reference Number."
In the unlikely event your baggage is delayed more than five days, from the date your report was issued, please fill in the baggage inventory form given to you when you filed your claims at the Airport. Please attach all supporting documentation to the baggage inventory form, such as: passenger ticket, boarding pass, and baggage tag. Once assembled, the baggage inventory form and attachments should be sent to LOT's Central Baggage Office. The LOT Central Baggage Office will continue to search for the bag and provide you with progress. Our office is open from Monday to Sunday, time 6.00 am to 22.00 pm Central European Time.
Phone no: 0048 22 846 17 07
Fax: 0048 22 650 12 50
LOT will reimburse passengers for any fee charged to transport a bag if that bag is lost.
To minimize baggage irregularities we kindly ask you to make sure that there is identification including a name and phone number attached to all baggage and all carry-on items.
4. ALLOWING RESERVATIONS TO BE CANCELLED WITHOUT PENALTY FOR A DEFINED AMOUNT OF TIME.
LOT will allow customers to hold a telephone reservation made directly with LOT ‘s Call Center without payment for up to 24 hours, or will allow customers to cancel their reservation without penalty up to 24 hours after the reservation is made, if the reservation was made seven days or more prior to the flight's departure.
Customers who make a reservation through LOT's online booking channels (i.e. lot.com) may cancel their reservation without penalty up to 24 hours after the reservation is made and if the reservation was made seven days or more prior to the flight's departure., by calling US reservations phone number - 212 789 0970 or LOT Call Center (see details on lot.com)
5. PROVIDING PROMPT TICKET REFUNDS.
LOT will refund Tickets or any unused Flight Coupons in accordance with the applicable Tariff provisions in a timely manner once we receive your request accompanied by any required documentation. When refunds are allowed, we will refund the purchase price, less any applicable service fees, to the original form of payment.
When a passenger purchases an eligible ticket in the United States using a credit card, we will provide necessary refunds within seven business days of our receipt of all required refund information from the passenger. Tickets purchased with a check will be refunded within 20 business days of our receipt of all required information from the passenger.
Refunds of flight tickets paid for via credit card will only be credited to the account used to pay for the tickets originally. The refund amount shall conform solely to the amount and currency specified on the flight ticket in accordance with the terms and conditions of this clause. The refund amount credited to the credit card holder's account may deviate from the amount originally paid for the refunded flight ticket due to currency fluctuations.
Please make sure you have cancelled your reservation before requesting a refund and remember to provide in your correspondence the passenger's name, the address, the credit card number used for purchase, ticket number(s), the date of travel as well as departure and destination cities.
You may apply for a refund by calling the LOT Call Center or through your travel agent.
6. PROPERLY ACCOMMODATING PASSENGERS WITH DISABILITIES AND WITH SPECIAL NEEDS.
Customers with disabilities
LOT provides professional and courteous service at all times and will accommodate passengers with disabilities Aircraft are equipped with features for accommodating passengers who need assistance, including movable armrests and accessible lavatories. LOT will do its best to stow personal folding wheelchairs in the cabin area in compliance with applicable law. If personal wheelchair cannot be stowed in the cabin, will be loaded in the cargo compartment and deliver on the jet bridge upon arrival. If a wheelchair requires disassembly, our ground staff ask you to provide written directions for disassembling and reassembling the wheelchair.
In order to provide the required assistance, we need up to 48 hours advance notice and 90 minutes advance check-in for passengers with disabilities who request special services.
During on-aircraft delays, our flight crew will make every effort to accommodate passengers with disabilities or special needs. One onboard wheelchair will be made available on each 767 aircraft at all times.
In accordance with US federal regulations, a dedicated LOT representative will be able to assist you during all times (in person or by telephone).
On LOT flights children under the 12 of age are not allowed to travel alone.
LOT accepts children between 5 and 12 years of age who hold a confirmed reservation as an Unaccompanied Minor ("UM").
UM' s will be escorted at the airport to the aircraft by a LOT representative/ handling agent and introduced to the Flight Attendant before being escorted to their seat. Upon arrival the UM will be escorted off the aircraft by one of our representatives/ handling agents and will be released at the agreed point only to those persons named on the UM Request For Carriage Form. Identification will be required.
This service must be requested at least 24 hour before the flight. The number of UM traveling under supervision of the carrier is limited per flight.
Minors of age 12 through 17 years are accepted without restrictions, however upon a special request from parents or guardians, such passengers may travel under supervision of a member of flight crew. Assistance will be arranged and charged according to the same conditions as for children aged from 5 to 12.
7. MEETING YOUR ESSENTIAL NEEDS DURING LENGTHY TARMAC DELAYS.
When circumstances arise that cause our customers to experience lengthy Tarmac delays, our "Contingency Plan for Lengthy Tarmac Delays" will be activated to ensure that our customers' essential needs are properly accommodated during the delay. See (link to the document)
8. HANDLING "BUMPED" PASSENGERS WITH FAIRNESS AND CONSISTENCY.
Due to operational requirements, inventory control policies and a varying degree of no-show passengers, there will be times when passengers cannot be accommodated on their booked flight.
In the event of an oversold flight, we will first solicit passengers to voluntarily give up their seat in exchange for a compensation voucher which can be used to purchase tickets, pay excess baggage fees or exchanged for cash.
If volunteers cannot be found, we will deny boarding in accordance with LOT's internal policies and procedures for determining boarding priority.
If passengers are involuntarily denied boarding and have complied with our check-in and other applicable rules we will rebook them on to the next available LOT or Star Alliance Partner flight to their ticketed destination. If LOT or Star Alliance Partner flights are not available, we will strive to provide comparable accommodations on another airline with which we have a ticketing agreement. Meals and hotel accommodations will be offered when appropriate.
Compensation for Involuntary Denied Boarding
If you are denied boarding involuntarily, you are entitled to a payment of ‘‘denied boarding compensation'' from the airline unless:
(1) you have not fully complied with LOT Polish Airlines reservation and check-in requirements (check in no later than 60 minutes and present themselves at the boarding gate at least 45 minutes prior to the scheduled departure time), or cannot be accepted for transportation under the rules set forth in the Conditions of Contract or
(2) you are denied boarding because the flight is canceled; or
(3) you are denied boarding because a smaller capacity aircraft was substituted for safety or operational reasons; or
(4) you are offered accommodations in a section of the aircraft other than specified in your ticket, at no extra charge (a passenger seated in a section for which a lower fare is charged must be given an appropriate refund);
If passenger is involuntarily denied boarding and is rebooked on a flight scheduled to arrive 1-4 hours after original scheduled arrival for international flights, LOT Polish Airlines will provide a travel credit or cash compensation for 200% of the value of reservation not to exceed $650 USD.
If passenger is involuntarily denied boarding and rebooked on a flight scheduled to arrive more than 4 hours after your original scheduled arrival for international flights, LOT Polish will provide a travel credit or cash compensation for 400% of the value of your reservation not to exceed $1300.
9. DISCLOSING CANCELLATION POLICIES, FREQUENT FLYER RULES, AIRCRAFT SEATING CONFIGURATIONS AND LAVATORY AVAILABILITY.
LOT makes the following information available to its passengers on our website, or, upon request, through our airport and reservations agents:
Planned scheduled time of departure and arrival of the flights and cancellation policies
Airport / terminal of departure and arrival
Other conditions attached to the fare,
Aircraft type, configuration and seat pitch including aircraft lavatory availability
Details of our frequent flyer program including applicable rules
Please contact LOT' s Call Center or visit lot.com for further details.
10. NOTIFYING CONSUMERS IN A TIMELY MANNER OF CHANGES TO ITINERARIES.
For flights that depart in more than 7 days, LOT will notify customers in a timely manner regarding changes in their travel itineraries (including changes in the scheduled departure time, as well as delays or cancellations) through: (i) lot.com and, upon request, our telephone reservations staff at 212 789 0970 or LOT Call Center.
11. RESPONDING TO PASSENGERS' COMPLAINTS.
Passenger may contact our Customer Relations Department by e-mail, mail, or fax.
2. Post Mail:
Customer Relations Department
ul. 17 Stycznia 43,
02-146 Warsaw, Poland
+ (48) 22 606 73 99
LOT will acknowledge receipt of written customer complaints within 30 days of their receipt, and will send a substantive response within 60 days of receiving the complaint, as required
12. SERVICES LOT OFFERS TO MITIGATE PASSENGER INCONVENIENCES RESULTING FROM FLIGHT CANCELLATIONS AND MISCONNECTIONS.
If a cancellation occurs, we will attempt to contact you with the contact information you provide in your reservation in order to alleviate any inconvenience you may experience
We will work to confirm you on the next flight we operate that has seats available in the same class of service when rebooking is necessary due to a cancellation or missed connection.
We will provide you with meal allowances and hotel accommodations at LOT contracted facilities, based on availability, if you are required to stay overnight while away from your home or destination due to a delay, misconnect, or cancellation within LOT's control.