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I am genuinely shocked at how a modern airline can operate on such outdated technology. Despite paying a premium for my original ticket, I was forced into a customer service loop that felt like 1995. I tried to change a flight to a date where the fare was actually lower (£175), yet their broken online system wouldn't allow the change. After wasting an hour on hold, I was told I had to pay an additional £120 on a ticket that already cost £250 (one way flight to Europe). Charging a customer 60% of the original fare to move to a cheaper flight is nothing short of predatory. They are effectively penalising customers for their own technical failures. Truly abysmal service.
As a polish citizen I always was all the way to support our national airline. Over the last 3 experiences with LOT I decided no more LOT for me . It started with change of my seats for which I prepaid . My next flight on 10/3/25 from Waw to Newark was canceled 2 weeks before the date . I asked for other dates for my return and I received a next available flight offer for 7 days later . I f I am going for the vacation I do not have an extra 7 days to wait for the next flight. This year the prices for tickets to Warsaw form USA for premium economy are on average 700-800 dollars more expensive per person then any other airline . The only advantage is the nonstop flight but for the savings of 1600 dollars per 2 people we gladly take 1 stop flight with SAS . With a big heartache - I say good bye to LOT.
After a chatbot, I was unable to get a good solution from humans. I somehow was booked under my first and middle name-- though none of my auto-fills do this, and my credit card, frequent flier number were under my real name. They let me cancel the flight, but not change the name and they wanted me to pay 50% more for the seat I just cancelled (there was a cheaper flight elsewhere, but I still didn't get refunded). They need to use those chatbots and AI to help customers-- such as if the name doesn't match-- rather than to waste our time trying to make a change.
