LOT Polish Airlines, the flag carrier of Poland, offers a structured cancellation policy designed to provide flexibility while adhering to fare-specific rules. The policy varies based on ticket type (Saver, Standard, or Flex), travel class (Economy, Premium Economy, or Business), and whether the cancellation is passenger-initiated or airline-initiated. Below are the key details:
Passenger-Initiated Cancellations
24-Hour Risk-Free Cancellation (Procedure 24H):
- Passengers can cancel their flight within 24 hours of purchase and receive a full refund, regardless of fare type (including non-refundable tickets), provided the following conditions are met:
- The ticket was purchased directly through LOT’s website (www.lot.com), LOT Contact Center, or an authorized travel agency.
- The flight’s departure date is 7 days or more from the time of booking.
- The refund request is submitted within 24 hours of purchase and at least 6 hours before departure.
- The ticket number begins with 080.
- Refunds are processed to the original payment method within 7–14 business days.
Cancellations After 24 Hours:
- Refundable Tickets: Can be canceled anytime before departure, with a refund issued to the original payment method after deducting applicable cancellation fees (if any). The fee depends on the fare type and route.
- Non-Refundable Tickets (e.g., Basic Economy or Saver fares): Typically not eligible for a cash refund after the 24-hour window. Instead, passengers may receive a travel credit or voucher for future travel, minus a cancellation fee ranging from $100–$500, depending on the fare type, travel class, and route:
- Economy Class: $100–$200 (domestic), $200 (international).
- Premium Economy: $150 (domestic), $250 (international).
- Business Class: $150 (domestic), $300–$500 (international).
- Vouchers are valid for 1 year from the purchase date. If the new ticket costs less than the voucher, the difference may be issued as a new voucher (valid for 24 months in some cases).
- No-Show Policy: If passengers fail to cancel before departure, they are marked as a no-show, and the ticket value is forfeited, with no refund or credit issued.
Special Circumstances:
- In cases of medical emergencies, death of a relative, or other extenuating circumstances (e.g., judicial orders, strikes), LOT may waive cancellation fees and provide a full refund, provided passengers submit relevant documentation (e.g., medical certificate). Contact LOT directly to request this.
- During the COVID-19 period (for bookings made between March 15, 2020, and October 31, 2021), LOT offered additional flexibility, including free cancellations and transferable vouchers valid for 2 years. This policy may no longer apply but could be relevant for older bookings.
How to Cancel a Flight
Via Contact Center:
- Call LOT’s 24/7 customer service at +1-877-240-6770.
- Provide your booking reference number and passenger details. A processing fee may apply for phone cancellations.
At the Airport:
- Visit a LOT Polish Airlines ticket counter or Airport Ticket Office (ATO) to cancel in person.
Through a Travel Agency:
- If the ticket was booked via a travel agency, contact the agency directly to process cancellations or refunds.
Refund Process
- Refunds are issued to the original payment method or as a voucher, depending on the fare rules and cancellation timing.
- Processing typically takes 7–20 business days, though delays up to 21 days have been reported.
- For non-refundable tickets canceled after 24 hours, only taxes and unused segments may be refunded, or the value may be issued as a travel credit.
- Refund requests can be submitted via the online refund form on LOT’s website or through the Contact Center.
Additional Notes
- Fare Types:
- Saver (Basic Economy): Non-refundable after 24 hours; cancellations incur fees, and refunds are issued as travel credits.
- Standard: Partially refundable with fees; conditions vary by route and ticket.
- Flex: Allows free cancellations and full refunds, with no penalty fees, though fare differences may apply for rebooking.
- EU261 Compensation: For EU/UK flights, passengers have up to 3 years (or 1 year in Poland per a 2019 Polish Supreme Court ruling) to claim compensation for cancellations or delays over 3 hours caused by the airline. Use tools like AirAdvisor or Flight-Delayed.co.uk to check eligibility.
- Customer Service Challenges: Some passengers report slow response times or unhelpful interactions with LOT’s customer service, particularly for complex refund requests. Persistence or contacting via multiple channels (e.g., phone and social media) may help.
- Travel Insurance: Purchasing travel insurance is recommended to cover cancellations due to personal reasons not covered by LOT’s policy (e.g., non-medical emergencies).
