The LOT Polish Airlines ("LOT") Customer Service Plan is the result of rules put into effect as of 23 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 the U.S. Department of Transportation and applies to 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 information that may be of interest to them.
1. OFFERING THE LOWEST AVAILABLE FARES
When you inquire about fares or make a booking on lot.com, via our telephone services – CallCenter, or in one of our ticket offices or counters in the city or at the airport, 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.
If unforeseen problems occur and the flight is delayed more than 30 minutes, cancelled or diverted, we will provide 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 text messages whenever your cell phone number is indicated in the booking. We will also update the flight information in LOT's telephone booking system, as well as in our online service on lot.com.
Once you are at the airport, LOT's 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 arrival of the flight. 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 the name and address or any 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 incurred due to delay in delivery, as required by applicable international agreements for international flights. Additional information about the reimbursement of temporary expenses and the limitation of liability for baggage is available at lot.com and the Lost & Found Office at the Airport.
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 at the time of filing your claims at the Airport. Please attach all supporting documentation to the baggage inventory form, such as: passenger ticket, boarding pass, and baggage tag. The full documentation consisting of the baggage inventory form and attachments will be sent to LOT's Central Baggage Office. LOT's Central Baggage Office will continue to search for the baggage and inform you about search progress. Our office is open from Monday to Sunday, from 6.00 a.m. to 10.00 p.m. Central European Time.
Phone number: + (48 22 846 17 07
Fax: 0048 22 650 12 50
LOT will reimburse passengers for any fees charged for baggage transport if that baggage is lost. In order to minimise baggage irregularities, we kindly ask you to make sure that an identification tag containing the name and the phone number is attached to each baggage item and all carry-on items.
4. ALLOWING YOUR BOOKING TO BE CANCELLED WITHOUT PENALTY AT THE AGREED TIME.
LOT will allow customers to hold a telephone booking made directly with LOT‘s Call Center without payment for up to 24 hours, or will allow customers to cancel their booking without penalty up to 24 hours after the booking is made, if the booking was made not later than seven days prior to the date of departure. Customers who booked a flight through LOT's online booking channels (e.g., lot.com) may cancel their booking without penalty up to 24 hours after the booking is made and if the booking was made at least seven days prior to the date of departure, by calling the US booking line - 212 789 0970 or LOT's Call Center (see details on lot.com).
5. PROVIDING PROMPT TICKET REFUNDS.
LOT will refund tickets or any unused flight coupon in accordance with the applicable tariff provisions in a timely manner when we receive your request accompanied by any required documentation. If a refund is allowed, we will refund the purchase price, less any applicable service fees for the original form of payment. When the passenger purchases an eligible ticket using a credit card in the United States, we will provide a refund within seven business days from our receipt of all refund information required from the passenger. Tickets purchased with a check will be refunded within 20 business days from 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 originally for the purchase of tickets. The amount of refund shall conform solely to the amount and currency specified on the flight ticket in accordance with the terms and conditions of this clause. The amount of refund credited to the credit card holder's account may differ from the amount originally paid for the refunded flight ticket due to currency fluctuations.
Please make sure you have cancelled your booking before making a request for a refund and remember to include in your correspondence the passenger's name, the address, the credit card number used for purchase, the ticket number(s), the date of travel as well as departure and destination cities. You may apply for a refund by calling LOT's CallCenter or via 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, addressing also the needs of 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 passenger cabin in compliance with the applicable law. If a personal wheelchair cannot be stowed in the cabin, it will be loaded in the cargo compartment and delivered on the jet bridge immediately upon arrival. If a wheelchair requires disassembly, our ground staff will ask you to provide written directions for disassembling and reassembling the wheelchair. In order to provide required assistance, we need notification in maximum 48 hours' advance and check-in in 90 minutes' advance for passengers with disabilities who require special services. During flight delays, our flight crew will make every effort to provide adequate services to passengers with disabilities or special needs. One on-board 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).
In the case of LOT flights, children under 12 years of age are not allowed to travel alone.
LOT accepts children between 5 and 12 years of age who hold a confirmed booking as an Unaccompanied Minor ("UM"), i.e., a child travelling under the supervision of the airline.
UM' s will be escorted from the airport to the aircraft by LOT's 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 hours before the departure. The number of UM's travelling under the supervision of the airline is limited per flight.
Minors aged between 12 and 17 are accepted without restrictions, however, upon a special request from parents or guardians, such passengers may travel under the supervision of a member of the flight crew. Assistance will be arranged against payment according to the same conditions as for children aged between 5 and 12.
7. MEETING YOUR ESSENTIAL NEEDS DURING LENGTHY TARMAC DELAYS.
In the event of any circumstances causing 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 satisfied properly during the delay. See (link to the document).
8. HANDLING PASSENGERS WITH CONFIRMED BOOKINGS WHO HAVE BEEN DENIED BOARDING DUE TO THE UNAVAILABILITY OF SEATS.
Due to operational requirements, inventory control policy and a varying degree of no-show passengers, there will be cases in which passengers cannot be accommodated on their booked flight. In the event of a flight with a double booking, we will first request passengers to voluntarily give up their seat in exchange for a compensation voucher which can be used for the purchase of tickets or payment of 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 the boarding priority.
If passengers are involuntarily denied boarding and have complied with our check-in and other applicable procedures, we will rebook them 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 make every effort to provide a comparable flight on another airline with which we have signed 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' booking and check-in requirements (check-in no later than 60 minutes and reaching 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 the contract or
2) you are denied boarding because the flight is cancelled; or
3) you are denied boarding because a smaller capacity aircraft has been provided for safety or operational reasons; or
4) you are offered accommodations in any other section of the aircraft 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 a passenger is involuntarily denied boarding and is rebooked on a flight scheduled to arrive 1-4 hours after the original scheduled arrival for international flights, LOT Polish Airlines will provide a travel credit or cash compensation for 200% of the value of booking not exceeding $650. If a passenger is involuntarily denied boarding and rebooked on a flight scheduled to arrive more than 4 hours after the original scheduled arrival for international flights, LOT Polish Airlines will provide a traveller's letter of credit or cash compensation for 400% of the value of booking not exceeding $1,300.
9. DISCLOSING CANCELLATION POLICIES, RULES OF THE FREQUENT FLYER PROGRAM, AIRCRAFT SEATING CONFIGURATION AND THE AVAILABILITY OF THE LAVATORY.
LOT makes the following information available to its passengers on our website, or, upon request, via our airport and booking agents. Planned scheduled time of departure and arrival of flights and cancellation policies Airport / terminal of departure and arrival Other fare-related conditions Aircraft type, configuration and seat pitch, including the availability of the aircraft lavatory. Details of our FREQUENT FLYER program and applicable rules Please contact LOT's Call Center or visit lot.com for further details.
10. NOTIFYING CUSTOMERS IN A TIMELY MANNER ABOUT CHANGES IN ITINERARIES.
For flights scheduled to 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) via: (i) lot.com and, upon request, our telephone booking staff at 212 789 0970 or LOT's Call Center.
11. RESPONDING TO PASSENGERS' COMPLAINTS
Each passenger may contact our Customer Service Department by e-mail, mail, or fax. 1. Online: Contact us 2. Post Mail: Dział Obsługi Klienta ul. 17 Stycznia 39, 00-906 Warszawa Poland 3. Fax + (48) 22 606 73 99. LOT will acknowledge receipt of the customer's written complaint within 30 days from its receipt, and will send a relevant response within 60 days from the receipt of the complaint, as required.
12. SERVICES OFFERED BY LOT TO MITIGATE PASSENGER INCONVENIENCES RESULTING FROM FLIGHT CANCELLATIONS AND MISSED FLIGHTS.
If your flight is cancelled, we will attempt to contact you on the basis of contact details you provide in your booking in order to mitigate any inconvenience you may experience. We will make every effort to confirm your booking for the next flight we operate that has seats available in the same class of service if rebooking is necessary due to a cancellation or missed flight. We will provide you with meals and hotel accommodation in facilities contracted by LOT, on the basis of their availability, if you are required to stay overnight while away from your home or destination due to a delay, missed flight, or cancellation.