LOT Polish Airlines review by Dennis

LOT has the worst customer service. We unexpectedly couldn't make our 6/25 ORD to WAW flight and called LOT's customer service before the flight left to rebook. After waiting on hold for at least 40 minutes, our 6/25 flight departed and LOT automatically cancelled our flights. LOT's customer service said they could not rebook our flights but the LOT ORD ticket counter could help us the next day. On 6/26, we met with the ORD supervisor, initials BB. BB said he could rebook us on the 5:30 pm flight that day for an extra charge of $2500 for 5. We waited at least an hour before BB said the 5:30 pm flights weren't available now but he could book us on the 9:30 pm flights for the same extra charge. We waited another 1-2 hours before BB said the 9:30 pm flights were only available to us at full fares of $7300. In total we waited FIVE hours to make new reservations. We are very disappointed and angry at LOT and BB for our $4800 in extra cost and time, and LOT's ineffective and inflexible processes and poor handling of a common airline situation.