Important information
Government of Poland has extended the suspension of air services until April 11, 2020 - check flexible rebooking options

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1. Can I change travel date free of charge?

If you have a ticket for flights operated by LOT Polish Airlines that have been cancelled due to the closed air traffic in Poland, and were purchased:
- not later than on March 13th, 2020 for journeys between March 15th and March 28th, 2020,
or
- not later than on March 24th, 2020 for journeys between March 29th and April 11th, 2020
you can take advantage of one of the following options to change your reservation flexibly:

1. #LOTdoDomu
Ticket exchange for flights currently operated by LOT under Operation #LOTdoDomu.

2. Reschedule your trip for another time
If you don't have plans for your next trip yet, take your time. You have time until August 31st, 2020 to report a change of departure date free of charge. You can book a new date of travel within one year from the date of purchase of the original ticket.

When you choose this option, you will additionally receive from us a code entitling you to a 30% discount on your next LOT trip. The promotional code is valid for one year (12 months) after receipt. The code can be used for all flights offered in the LOT network, in all classes of travel.

3. Change your travel destination flexibly 
You can also exchange your ticket for a cancelled flight into a completely different route at your convenience.

If the new ticket is more expensive than the previously purchased one (e.g. a short flight to London will be exchanged for an intercontinental flight to Tokyo), we will deduct 200 PLN from the surcharge due.

You can easily plan your flight – you have time until August 31st, 2020 to report the change of departure date. You can book a new date for one year from the date of purchase of the original ticket.

Here you can find more information about change policy.
To change the date of your trip, fill in the form Ticket Change

2. How can I change my travel date?

You can change the date of your flight by contacting LOT Polish Airlines via: 
- LOT Contact Center
- Facebook (Messenger)*
- our airport desks

In order to improve change process via Messenger, please prepare your booking number/ticket number and new travel dates beforehand.
*Free of charge ticket change is possible in case of availability of the same booking tariff.

Due to high volume of incoming calls, waiting time may be extended. We are truly sorry for all the inconveniences and hope for your understanding.

3. My flight was cancelled and I don’t want to change my flight date. Can I get a full refund for my ticket? 

If any LOT Polish Airlines flights was cancelled, every passenger, regardless of the type of booking, is entitled to obtain a full refund for any unused part(s) of the ticket. In order to obtain the refund, please contact directly the point of sale where you purchased your ticket(s).

In the case of an online booking or Contact Centre, the refund can be made using the form here. The refund will be made to the original payment method.

In the case of booking through a travel agency, please contact the seller directly.

For passengers subject to entry restrictions to certain countries listed on the IATA website, LOT Polish Airlines offers to change the date of travel free of charge to any date until June 30th or to have their ticket refunded in full.

4. Can I get a refund for my ticket due to concert/conference/event cancelation?

If the cancellation of your event was directly related to the entry restrictions imposed by certain countries listed on the official IATA website, you can directly request a full refund from LOT Polish Airlines. Please contact us via the online form, or via Facebook (Messenger).

In order to speed up the handling of enquiries via Messenger, please prepare your reservation/ticket number, as well as documents confirming that you are affected by the entry restrictions.

If a cultural event was cancelled without a direct link to the entry restrictions, LOT Polish Airlines does not guarantee a full refund. Any refund of unused funds by the airline can be made only in accordance with the conditions of tariffs applicable to the ticket.

5. How can I check my flight status?

All information about your flight status can be found on the LOT.com website at Flight status.

6. Can I change or return my ticket under group booking?

If you booked your ticket under group booking procedurę, please contact the agency where the booking was made.
In the case of group bookings and group tickets, the contact regarding the conditions of ticket returns and ticket changes shall be made between the tour operator (travel agency) and the group supervisor from LOT Polish Airlines. 

7. My flight is in two weeks. What are the chances it’s going to be cancelled?

We make every effort to ensure that safety measures related to the SARS-CoV-2 coronavirus do not affect the regularity of flights. However, the safety of our Passengers and crews is of the utmost importance to us, so we constantly monitor any new developments and make any adjustments to the current guidelines necessary.

You may check current situation in the "Flight status" section where you can current information. On the Information on suspended flights page you can find details of cancelled routes.

8. When is the latest I can be informed about my flight cancelation?

We will inform you immediately if your flight is cancelled via email od SMS (if correct information was provided). Current information can be found on Flight Status page.  

 

Airport procedures

1. Have any additional precautionary measures been put in place at the airport? Sanitizer gels, airport disinfection, checks?

Checks are carried out in accordance with the recommendations of the Chief Sanitary Inspectorate (GIS) on all direct flights from Italy, China and South Korea. On these as well as on other selected flights, Passenger Location Cards are collected, which will be used by the sanitary services for contact if necessary. All passengers showing symptoms of illness are duly examined by the airport medical services. Sanitizer gel dispensers are also available at the airport.

2. Are there any medical service points at the airport I can report to if I have symptoms of illness or is there an attending physician trained in coronavirus-related procedures present at the airport?

Yes, the Warsaw Chopin Airport operates several medical service contact points. In the terminal building, there are telephone stations marked with a white cross on green background as well as yellow telephones that provide a direct connection to the airport medical service centre. Alternatively, passengers are advised to ask any airport employee for contact to the centre.

3. Does the airport inform about a quarantine ordered in the event of a suspected case of infection among any of the passengers?

No, the airport does not provide such information. Any decisions on ordering a quarantine are at the sole discretion of the State Border Sanitary and Epidemiological Station.

4. Will any passengers with a strong cough be allowed to board the plane? Who has the discretion to take such decisions?

Any person with a strong cough will be examined by the airport medical service. To that end, they shall report in person or be reported by the airport staff or the cabin crew to the medical service for examination. The decision to send anyone for observation lies solely with the State Border Sanitary and Epidemiological Station. If no infection is suspected, they will be cleared by the medical service to board the plane.

The final decision to allow a passenger with a strong cough to board the plane lies with the Crew Captain as recommended by the medical service. If the health condition of a passenger who was allowed to board the plane deteriorates during the flight, all other passengers on that flight will be required to complete their Passenger Location Cards.

5. Will a passenger with a chronic lung condition such as asthma or emphysema be allowed to board the plane? Who has the discretion to take such decisions and are any additional health certificates required to be presented during the check-in/boarding/etc.?

In case of any chronic condition, passengers may be required to present a health certificate issued by their general/primary care physician or a relevant specialist confirming that their condition does not pose any danger to them during the flight or to the crew and other passengers onboard the plane so they are advised to carry such a certificate with them at all times.

6. Will a passenger with a fever be allowed to board the plane? Who has the discretion to take such decisions and what are the procedures if the passenger is barred from boarding?

Any person with a fever will be examined by the airport medical services. To that end, they shall report in person or be reported by the airport staff or the cabin crew to the medical service for examination. The decision to send anyone for observation lies solely with the State Border Sanitary and Epidemiological Station. If no infection is suspected, they will be cleared by the medical service to board the plane.

The final decision to allow a passenger with a fever to board the plane lies with the Captain as recommended by the medical service. If the health condition of a passenger who was allowed to board the plane deteriorates during the flight, all other passengers on that flight will be required to complete their Passenger Location Cards.

7. What precautionary and protective measures have been put in place in business lounges? Are there any restrictions on the number of business lounge guests? Are any disinfectant sanitizer gels/face masks provided for the use by guests?

Sanitizer gel dispensers will be made available to all business lounge guests by the end of this week. No restrictions have been imposed on the number of guests of the PRELUDIUM, BOLERO and FANTAZJA business lounges. The MAZUREK business lounge managed by LOT Polish Airlines is planned to be closed starting from Saturday, March 14.

7. What precautionary and protective measures have been put in place in business lounges?

All business lounges at Chopin Airport are closed until further notice.