LOT Polish Airlines Customer Service: How to Get the Right Help

LOT Polish Airlines customer service can help with flight bookings, changes, refunds, baggage problems, check-in, and special travel requests. For simple booking-related issues, the fastest option is usually LOT’s Manage My Booking tool. For issues that need personal assistance, travelers can use the LOT Airlines Contact Center, WhatsApp, Messenger, online forms, or country-specific LOT offices.

The best support option depends on your problem. A missing bag should be reported at the airport, while a flight change may be handled online. For a more complex issue, contacting the LOT Airlines customer support team may be necessary.

This guide explains where to go, what to prepare, and which option may work best for your situation.

Last Updated: August 2026

Editorial Review: This guide has been reviewed for clarity and accuracy using publicly available LOT Polish Airlines information. It is designed to provide practical, independent travel guidance.

Start Here: Which LOT Support Option Is Right for You?

The easiest way to get help is to first identify the type of problem you have.

Your Travel Issue	Best Place to Start
Check or manage an existing booking	LOT Manage My Booking
Change a flight	Manage My Booking, Ticket Change form, or Contact Center
Cancel a booking or request a refund	Manage My Booking or refund process
General question	LOT Help Center
Need personal assistance	LOT Airlines Contact Center
Written passenger support	WhatsApp, Messenger, or LOT online forms
Missing or damaged baggage	Baggage desk at the airport, then online claim
Special assistance	Contact Center or LOT’s available assistance channels
Complaint about your journey	Passenger Relations form
Need a local office	LOT office locator
Ticket booked through a travel agency	Contact the original travel agency

The key is not to use the same support channel for every problem. LOT’s online tools can handle many routine requests, while baggage problems and urgent travel issues may require direct assistance.

For more airline-specific support options, you can also visit our Customer Service.

Managing a Booking Before Contacting Customer Support

For many travelers, LOT Airlines Manage My Booking is the best first step.

You can access your reservation using your booking reference and passenger details. Depending on your ticket and route, the available options may include:

• Viewing flight details
• Changing eligible flights
• Choosing or changing a seat
• Adding travel services
• Requesting special meals
• Requesting an invoice
• Checking fare conditions

How to access your booking

1. Go to the LOT Polish Airlines website.
2. Open the Manage My Booking section.
3. Enter your booking reference and last name.
4. Select your reservation.
5. Choose the service or change you need.

Before contacting LOT Airlines customer service about a flight change or cancellation, check your booking first. Your fare conditions may already explain whether a change is allowed and whether an additional payment applies.

If you need help choosing a seat or understanding available seat options, see our LOT Polish Airlines Seat Selection & Upgrade guide.

When Should You Contact the LOT Airlines Contact Center?

The LOT Airlines Contact Center is generally more useful when your issue cannot be solved online.

For example, you may want to contact LOT directly if:

• Your travel plans are changing soon
• You have a complex itinerary
• The website is not allowing you to make an eligible change
• You need help understanding your booking
• You have a special travel requirement
• You need assistance with a disrupted journey

LOT provides phone support, and the available numbers may vary depending on your country or region.

LOT’s official Contact Center currently lists the following Polish- and English-language numbers:

+48 22 577 77 55
+48 22 491 77 55
+48 22 459 62 24

“These contact details can change, so confirm the current number and available language support on LOT’s official contact page before calling.”

LOT also provides country-specific contact details and office information through its website.

Before calling, prepare:

• Your booking reference
• Passenger name
• Flight number
• Travel date
• Ticket number, if available
• A clear explanation of your issue

Having these details ready can make the conversation easier.

Important: Contact methods, phone availability, and office hours may vary by country. Always check LOT’s current contact information before calling.

Need Written Help? Try WhatsApp or Messenger

LOT Polish Airlines also provides written support through messaging channels such as WhatsApp and Messenger.

These channels can be useful for written support when a phone call is not necessary, although response times may vary. 

You may consider messaging LOT for:

• General booking questions
• Flight information
• Check-in guidance
• Basic baggage questions
• Questions about your reservation
• General LOT Airlines travel support

Keep your message short and clear. Explain what happened and include your booking details only when requested through an official LOT channel.

For example, instead of writing:

“I have a problem with my trip. Please help.”

Try: “My flight from Warsaw to London on 15 August has changed. I would like to know my available rebooking options.”

This gives the support team a clearer starting point.

Response times can vary, especially during major disruptions or busy travel periods.

If Your Flight Plans Have Changed

How to Change a LOT Polish Airlines Flight

The first step is usually to check your booking online.

LOT Airlines flight change options depend mainly on:

• Your fare type
• Seat availability
• The route
• The reason for the change
• Whether LOT has disrupted or cancelled your flight

For a voluntary change

If you simply want to travel on another date, go to Manage My Booking and check whether your ticket can be changed.

If an online change is available:

1. Open your booking.
2. Select the flight change option.
3. Choose a new flight.
4. Review any fare difference or applicable fee.
5. Confirm the new itinerary.

You may also be able to use LOT’s Ticket Change process or contact the LOT Airlines Contact Center.

If your new flight costs more than your original ticket, you may need to pay the difference.

If LOT changed or cancelled your flight

Your options may be different if the airline disrupted your journey.

LOT may provide options to:

• Accept an alternative flight
• Choose another available travel option
• Postpone your trip within the ticket’s validity
• Request a refund where applicable

Always review the options provided with your disruption notification before making a decision.

How to Cancel a LOT Flight and Request a Refund

The best place to begin a LOT Airlines refund request is usually your booking or the airline’s available refund process.

Whether you receive a refund depends on factors such as:

• Your fare conditions
• Whether you are cancelling voluntarily
• Whether LOT cancelled the flight
• Whether there was a significant schedule disruption
• Where and how you purchased the ticket

Cancelling within 24 hours

LOT offers a 24-hour cancellation option for eligible individual tickets bought directly through LOT.com or the LOT Contact Center. The ticket must generally begin with 080, the first flight must be at least 24 hours away, and the ticket must not already have been exchanged.

To use this option, contact LOT through its available contact form or Contact Center within 24 hours of ticket issuance. If you booked through a travel agency or another seller, contact that original ticket issuer to check whether a similar process applies.

Baggage Problem? What You Do Next Matters

If Your Bag Is Missing at the Airport

If your checked bag does not arrive, report the problem before leaving the airport.

Go to the baggage service desk and explain that your bag is missing.

You may receive a Property Irregularity Report (PIR) or another baggage reference number.

Keep this number safe. You may need it to:

• Track your baggage
• Submit additional information
• Follow up on the delay
• Request reimbursement for eligible expenses

Leaving the airport without reporting the issue can make the process more difficult.

For more details about LOT baggage costs and checked baggage rules, visit our LOT Polish Airlines Baggage Fees guide. You can also compare airline baggage rules through our Airline Baggage Fees.

If Your Bag Is Damaged

Report visible baggage damage as soon as possible.

Take photos of:

• The damaged area
• The baggage tag
• Your suitcase
• Any identifying labels

Then follow the baggage reporting process provided by LOT.

Keep all documents connected to your flight and baggage report.

If Your Baggage Is Delayed

A delayed bag is not necessarily permanently lost. It may simply have missed the flight or been sent to another location.

You should:

1. Report the problem at the airport.
2. Keep your baggage report number.
3. Check the available baggage tracing updates.
4. Save receipts for reasonable essential purchases if you need to buy items while waiting.
5. Follow LOT’s baggage claim process if necessary.

For cabin baggage rules, size limits, and check-in information, see our LOT Polish Airlines Carry-On & Check-In guide.

Check-In Help: What to Do Before Going to the Airport

LOT Airlines check-in support is available through the airline’s website, mobile app, and airport services.

Online check-in generally opens before departure, allowing eligible passengers to:

• Confirm their travel details
• Select or review a seat
• Receive a boarding pass

To check in online:

1. Open the LOT website or mobile app.
2. Find the Check-In section.
3. Enter your booking details.
4. Follow the instructions on screen.
5. Save or download your boarding pass.

If online check-in does not work, do not panic. Some passengers may need to complete check-in at the airport due to document verification, destination requirements, or booking details.

For a complete guide to cabin baggage and check-in, visit LOT Polish Airlines Carry-On & Check-In or explore our broader Carry-On & Check-In.

Getting Special Assistance Before Your Flight

LOT Polish Airlines provides assistance for passengers who may need extra support during their journey.

This may include help for passengers with:

• Reduced mobility
• Difficulty walking long distances
• Difficulty using stairs
• Wheelchair requirements
• Other accessibility or mobility needs

The most important step is to request assistance in advance.

A simple checklist

Before your flight:

• Request assistance as early as possible.
• Provide accurate details about the type of support you need.
• Confirm your request before travel.
• Arrive at the airport with enough time.
• Know where you need to report for assistance.

LOT generally asks passengers to arrange certain assistance requests at least 48 hours before departure.

If you have a complex medical or accessibility requirement, contacting the LOT Airlines Contact Center directly may be the safest option.

Where Can You Find a LOT Polish Airlines Office?

LOT has country-specific and regional offices that may provide local assistance.

An office may be useful if you need:

• Local contact information
• Assistance with certain ticketing matters
• Information specific to your country
• Help that cannot be resolved through self-service tools

Before visiting an office, check LOT’s official office locator for:

• Address
• Opening hours
• Available services
• Phone number

Office availability can vary significantly by location, so do not assume every LOT office provides the same services.

How to Make a Complaint to LOT Polish Airlines

For issues that remain unresolved, LOT provides online forms for different types of passenger concerns.

Your complaint may involve:

• Flight disruptions
• Customer service problems
• Baggage issues
• Accessibility concerns
• Service quality
• Other travel-related problems

The best complaint is clear and supported by evidence.

Include these details

• Booking reference
• Flight number
• Date of travel
• Description of what happened
• What outcome you are requesting
• Receipts or supporting documents
• Photos, where relevant

Avoid sending several separate complaints about the same issue. Keep one clear record and save copies of everything you submit.

If you need help understanding the general airline support process, our Customer Service may also be useful.

What to Prepare Before Contacting LOT

A few minutes of preparation can save a lot of time.

Have the following ready:

Information	Why It Helps
Booking reference	Helps LOT locate your reservation
Passenger name	Confirms the booking details
Flight number	Identifies your journey
Travel date	Helps locate the correct flight
Ticket number	May be useful for ticket-related issues
Receipts	Important for refund or expense claims
Photos	Useful for baggage damage claims
Your requested solution	Helps explain what assistance you need

Also, decide what you actually want before contacting support.

For example:

• Do you want to change your flight?
• Do you want a refund?
• Are you trying to locate your bag?
• Do you need special assistance?
• Are you reporting a problem?

Being clear about the outcome you want can make the process smoother.

Five Common LOT Travel Problems and What to Do

1. You Need to Change Your Flight

Best starting point: Manage My Booking.

Check your fare conditions and available flight options first. If the system does not allow the change or your journey is complex, contact the LOT Airlines Contact Center.

2. Your Flight Was Cancelled

Best starting point: Check the disruption notification and your booking.

Review the rebooking, postponement, or refund options provided. Do not automatically cancel your booking before understanding your available choices.

3. Your Bag Did Not Arrive

Best starting point: The baggage desk at the airport.

Report the problem before leaving and keep your PIR or baggage reference number.

4. You Need Wheelchair Assistance

Best starting point: Arrange assistance in advance.

Contact LOT early, especially if you have a complex mobility requirement or connecting flights.

5. You Booked Through a Travel Agent

Best starting point: The travel agency or booking website.

The original seller may need to handle ticket changes, cancellations, or refunds.

Common Mistakes That Can Delay LOT Customer Support

Avoid these common problems:

• Calling before checking whether the issue can be solved online
• Cancelling a ticket without checking the fare conditions
• Contacting the wrong company after booking through a travel agency
• Leaving the airport without reporting missing baggage
• Losing your baggage reference number
• Requesting special assistance too close to departure
• Sending incomplete information with a complaint
• Visiting a LOT office without checking its opening hours first

A good rule is to start with the channel that matches your problem.

LOT Polish Airlines Customer Service: Key Takeaways

• LOT Manage My Booking is usually the best place for routine reservation changes.
• The LOT Airlines Contact Center can help with issues that cannot be solved online.
• WhatsApp and Messenger can be useful for written travel questions.
• Refund eligibility depends on the ticket, booking conditions, and reason for cancellation.
• If LOT disrupts your flight, review your rebooking and refund options before taking action.
• Missing or delayed baggage should be reported before leaving the airport.
• Online check-in is available for eligible passengers through LOT’s website or app.
• LOT Airlines special assistance should be requested in advance, particularly for mobility needs.
• Tickets booked through a travel agency may need to be handled by the original seller.
• LOT office locations and support hours can vary by country.

FAQs

Disclaimer : FlyTripInfo is an independent travel information website and is not affiliated with LOT Polish Airlines. The information on this page is intended for general travel guidance only. Contact methods, office hours, booking options, refund procedures, baggage rules, and travel policies may change without notice and may vary by country, fare, route, or itinerary.

Travelers should always verify the latest information directly with LOT Polish Airlines before departure, especially when traveling on partner-operated flights or connecting itineraries.