LOT Polish Airlines bookings: changes, cancellations and refunds with Touriyo

Fastest way: 'Manage booking' on lot.com. Online change is not always possible (it depends on the fare and flight combination); then use the online Ticket Change form (https://apps.lot.com/form/zmiana-zwrot) or the LOT Contact Center. Whether a change is allowed and what it costs depends on the fare conditions of the ticket, which LOT shows under 'Manage booking' ('Tariff conditions'): some tickets are non-refundable, some carry a change or cancellation fee, and sometimes date changes are not allowed at all. A new, more expensive flight adds a surcharge (the fare difference for the booking class available at the time of the change); changing to a cheaper flight gives no refund of the difference: the new ticket stays at the original price. Flex fares (economy and business) have no penalty fee: the change is free if the same fare is available on the new date, otherwise you pay the fare difference. Changes in Manage booking are possible up to 3 hours before departure (LOT recommends at least 6 hours before); to avoid a no-show status (denied boarding) all changes must be made before check-in closes on the original flight; with less time, contact the Contact Center. Route changes are possible only from an international flight to an international flight and from a domestic flight to a domestic flight. One passenger of a multi-passenger booking can be changed or refunded separately, but the Contact Center has to split the booking first. A transaction fee applies when you buy or change a ticket through the LOT Contact Center or at the airport (none on lot.com): USA 45 USD, United Kingdom 30 GBP, Spain 40 EUR, India 900 INR; Colombia and Mexico are not in LOT's table. Tickets bought through a travel agency: LOT says 'change the dates via your travel agent' (when LOT itself cancels the flight, agency tickets can use the Ticket Change form or the Contact Center).

Request the refund in 'Manage booking', with the Ticket Refund form (https://apps.lot.com/form/zmiana-zwrot) or through the Contact Center; if you first want to know whether cancelling is possible and on what conditions, contact LOT before completing the return request. If the flight has not been cancelled, the refund follows the fare conditions of the ticket (some fares are non-refundable, some carry a cancellation fee); the amount is calculated on the ticket purchased and any applicable additional charges and is paid to the original form of payment. Health problems are not grounds for a full refund (the fare terms apply; the passenger may claim from an insurer). No-show: 'the conditions for ticket refunds are very limited and, for many fares, impossible'. Tickets bought at a travel agency or through another airline: contact the ticket issuer directly; group bookings: also the ticket issuer. If LOT cancels the flight: a full refund of the unused ticket is possible (partly used: only the sections not travelled), or one free change of date within +/- 7 days of the original travel date (no fare difference; beyond 7 days the difference to the currently available fare is paid), or a route change (price difference paid). A cancelled ticket stays valid for one year from the date of purchase. Cancelled flights to/from the USA bought directly from LOT (lot.com, mobile app, Contact Center or LOT offices): if you do not contact LOT it refunds the remaining part of the journey automatically; the process starts 2 days after the original flight date and the funds arrive within the following 7 calendar days; once it has started the reservation cannot be reinstated. Refund timing differs between LOT's own pages: the 24-hour page says the refund is processed within 7 days; the EU Regulation 261/2004 text on LOT's site says reimbursement within seven days; but Annex 1 to LOT's e-service terms says the money is sent within 28 days from the date LOT receives the returned ticket. Do not publish a single timing without confirming.

Refundable tickets: Depends on the fare conditions shown in Manage booking ('Tariff conditions'); LOT publishes no table by fare family. Conditions of Carriage art. 10.4: unused ticket - full fare less any fees of the special fare; partly used - the difference between the fare paid and the fare for the route actually flown, less fees; a non-refundable fare exchanged for a fully refundable fare - only the surcharge on the refundable fare is refundable. Art. 10.5.1: LOT may refuse a refund requested more than one year after the ticket's validity expired (validity is one year, art. 3.2.1). Group tickets are not refundable. Within the 24-hour rule the corporate-card surcharge is not refunded.

Within 24 hours of purchase you can cancel for a full refund (even a non-refundable fare; the corporate-card surcharge is not refunded) or change the booking once, if ALL of these hold: the individual ticket was bought within 24 hours via lot.com or the LOT Contact Center; the ticket number starts with 080-; you ask within 24 hours of the ticket being issued; at least 24 hours remain before the scheduled departure of the first flight on the ticket. Not available for tickets already exchanged. Tickets bought through a travel agency or third-party seller: 'contact the ticket issuer directly to verify the possibility'. Cancel through the contact form or the Contact Center; the refund is processed within 7 days. The one change is free if the same fare is available, otherwise you pay the fare difference and the change fee is waived (through the Contact Center).

Carry-on: Economy: 1 x 8 kg always included in the ticket whatever the fare, plus one personal item under the seat (max 2 kg; 40 x 35 x 12 cm). Each carry-on item max 55 cm height, 40 cm width, 23 cm depth; sum of dimensions max 118 cm; over the limit costs an extra charge. Business: flights to/from Europe and the Middle East 2 x 9 kg; to/from Thailand, India, Japan, Canada and South Korea 2 x 9 kg; to/from the USA 1 x 12 kg. Premium Economy: to/from the USA 1 x 10 kg; to/from Thailand, India, Japan, Canada and South Korea '2 x up to 12 kg in total (1 x 8 kg)' (as printed); mid-haul to/from UAE, Saudi Arabia, Uzbekistan and Kazakhstan 2 x 9 kg.

Checked bags: Short-haul flights in Europe and the Middle East (the table titled 'Short-haul flights in Europe, Middle East'): Economy Saver 0 pieces; Economy Standard/Flex 1 x 23 kg; Business 2 x 32 kg. Domestic Poland: Saver 0; Standard/Flex 1 x 23 kg. Mid-haul (UAE, Saudi Arabia, Uzbekistan, Kazakhstan): Premium Economy 2 x 23 kg; Economy Saver 0; Standard/Flex 1 x 23 kg. Long-haul, flights from Europe to the USA and Canada: Business 3 x 32 kg; Premium Economy 2 x 23 kg; Economy Full-Flex, Flex and Standard 1 x 23 kg each; Saver 0. Flights from the USA and Canada (general): same figures (3 x 32 / 2 x 23 / 1 x 23 / Saver 0). Flights from Europe to India and flights from India: same figures; flights between India and the USA/Canada (both directions): Business 3 x 32 kg, Premium Economy 2 x 23 kg, Economy Full-Flex/Flex/Standard 2 x 23 kg, Saver 0. Maximum size 158 cm (height + width + depth) per piece; maximum 32 kg per piece; the number of pieces depends on where the journey starts; the limits apply to LOT-operated flights (partner airlines have their own rules).

Fees: No fixed price list on the public pages: extra-baggage prices 'may vary and depend on various factors' and Annex 2 says the amount is variable by air-travel parameters and shown before purchase. LOT says buying through its website, mobile app or Contact Center gives a discount and that 'airport prices are always the highest'; extra baggage can be added on the website or app up to 3 hours before departure (long-haul) or 2 hours (short and medium-haul). Over 23 kg or over 158 cm: pay the excess fee via the Contact Center. Saver fare: the first checked bag can be bought at any time before departure in 'My Reservation', at the Contact Center or at any LOT ticketing office. Miles & More Frequent Traveller, Senator or HON Circle members may check one piece free in Economy Saver. Carry-on over the limit: an additional charge applies. Charter flights: limits are set by the tour operator. LOT states a baggage liability limit of 1288 SDR (Excess Value Declaration available).

Once a ticket is bought, changing the passenger is NOT possible (a ticket is not transferable, Conditions of Carriage 3.1.2). The LOT Contact Center can correct data in these cases: a typo of up to 3 letters that does not change the meaning of the name; more than 3 letters when the surname pronunciation changes because of diacritics or sounds of a language (e.g. Sabanowic instead of Szabanowicz); a diminutive used instead of the name (Julka for Julia), first name and surname swapped, a surname cut off by the system, a missing second name or part of the surname, wrong gender/passenger type (Mr instead of Mrs); and a change of name after the purchase because of marriage, divorce, adoption or gender change (with documents). In every case the identity document must make clear it is the same person. Contact the Contact Center before departure; LOT checks if the change is possible and secures the reservation. If the ticket was issued by LOT (number starts with 080) and includes flights operated by other airlines, the ticket may have to be reissued (minimum charge: the transaction fee, plus any fare-condition and tax/fee differences). If the ticket number does not start with 080, LOT cannot correct the data: contact the issuing airline. Group bookings have their own rule (data can be changed free before ticketing).

LOT: 'In the event of a no-show, the conditions for ticket refunds are very limited and, for many fares, impossible'; if you know your plans changed, tell LOT before the scheduled start date. To avoid a no-show status (which results in being denied boarding) all changes must be made before check-in closes on the original flight. Conditions of Carriage 3.3: the flight coupons must be used in the sequence shown on the ticket; if the passenger does not change the ticket to match the real journey or does not pay the charge in 3.3, LOT may cancel the further bookings (art. 6.5). No fixed no-show penalty amount is published.

Minimum 10 people in Economy or 6 in Premium Economy/Business, travelling together on the same date, route and LOT scheduled flights (children up to 11 are not counted toward the minimum). Group package: seats reserved without a passenger list (names due 7 days before departure, tickets issued 7 days before departure), free seat allocation, one checked bag included, passenger data can be changed free of charge before ticketing (after that, names can be changed for a fee), group tickets are NOT refundable, deposit of 25% of the net fare within 7 days after seat confirmation, infants under 2 travelling with a guardian get a 90% discount on the net fare, pricing takes up to 48 hours. Request is a 3-step online form with reCaptcha (not submitted by us); for cancellation of a group booking LOT says to contact the ticket issuer.

LOT posts the complete text of Regulation (EC) No 261/2004. Article 7 as printed: compensation of EUR 250 for all flights of 1500 km or less; EUR 400 for all intra-Community flights of more than 1500 km and all other flights between 1500 and 3500 km; EUR 600 for all other flights; may be reduced by 50 % when re-routing arrives within 2, 3 or 4 hours of the original arrival. Article 8: choice between reimbursement within seven days of the full cost of the ticket for the part or parts not made, re-routing at the earliest opportunity, or re-routing at a later date. LOT's cancelled-flights page says: 'In case of cancellations, please read Regulation (EC) No 261/2004'. Conditions of Carriage 10.3: in denied boarding, cancellation or long delay the passenger is entitled to claims under Regulation EC 261/2004 unless the law of the country of departure provides otherwise.

LOT Polish Airlines sells these fare families, each with its own change, refund and baggage rules:

• LOT Economy Saver
• LOT Economy Standard
• LOT Economy Flex
• LOT Economy Full-Flex (named in the long-haul baggage table only)
• LOT Premium Economy
• LOT Business Class (a Flex business fare is mentioned in the change FAQ)

LOT Polish Airlines' loyalty program is Miles & More. Miles and status are managed with LOT Polish Airlines, not with Touriyo.

General Conditions of Carriage: 'Latest modification: 31.03.2026'. Annex 2 (extra services) is 'of 25 June 2025'. Annex 1 (e-ticket purchase) has a title referring to the Terms 'of 04 July 2011' and says refunds are sent within 28 days of receipt of the returned ticket, which conflicts with the 7-day wording on the 24-hour, cancelled-flights and EU261 pages. The help-center, voluntary-rebooking, 24-hour, cancelled-flights, baggage and group pages carry no date.

What LOT states about tickets sold by a travel agency or intermediary: (1) cancel/refund: 'If you purchased your ticket from an agency, contact the agency for a refund' (How can I cancel my booking?); voluntary rebooking page: 'If the ticket was purchased through an intermediary: at a travel agency or through another airline, for cancellation contact the ticket issuer directly'; group bookings likewise 'contact the ticket issuer directly'. (2) date change: 'If you purchased your ticket through a travel agency change the dates via your travel agent'. (3) LOT-cancelled flights: for agency tickets 'you can also change your departure date the same way' (Ticket Change form or Contact Center) and 'you can make the change [of route] the same way'. (4) 24-hour rule: only for individual tickets bought via lot.com or the LOT Contact Center with a 080- ticket number; for agency or third-party tickets 'please contact the ticket issuer directly to verify the possibility'. (5) name corrections: if the ticket number does not begin with 080, 'LOT cannot correct the passenger details. Please contact the airline that issued the ticket'. (6) Conditions of Carriage 10.6: 'Refunds on the passenger's demand shall be made only by the carrier that originally issued the ticket or by its agent authorised to do so'. (7) LOT charges a transaction fee when LOT's Contact Center or an airport desk buys or changes a ticket (market table). The 'How to prepare before contact' page asks callers to have the booking reference (PNR) or the 080- ticket number ready and never to give the card CVV/CVC by phone.