US DOT Regulations

 

LOT Polish Airlines Customer Service Plan

 

 

1.   Notify passenger of known delays, cancellations and diversions

·        Once you are at the airport, LOT Polish Airlines staff or LOT Polish Airlines representatives will be available to answer questions and assist you. Our airport team will provide updates regularly with the most current information available.

·        In the event of a diversion, our flight crew will keep you fully informed as to the destination and reasons for the diversion and  provides updates regularly with the most current information available including known delays and cancellations involving your departing flight.

·        In the event of a tarmac delay, our flight crew will provide you with the best available information on the flight's status.

2.   Deliver baggage on-time

·         We will strive to deliver your baggage in a timely manner following the flight's arrival.

·         If your baggage does not arrive with you, please file a delayed baggage report with a local Lost & Found Service Office of your last operating carrier just upon  arrival to the final destination. We will make every reasonable effort to reunite you with your delayed baggage within 24 hours of filing the report.

·         Once your claim has been entered into our World Tracer baggage tracing system, you will be able to view the status of your claim online by entering  lot.com / information & services /tools and entering your last name and “File Reference Number.”

·         In addition, should your bag or other property not arrive at its intended destination the day of your flight, our local baggage representatives will endeavor to contact you daily with an update on our efforts to locate your property.

·         If your bag is delayed while you are away from home, our local  representative can provide you with a complimentary amenity kit in the event you are in need of these items.

·         In the unlikely event your baggage is delayed more than five days, from the date your report was issued,  please fill in the baggage inventory form (you have been given during reporting baggage delay), attach all documents such as: passenger ticket, boarding pass, baggage tag and send to LOT Central Baggage Office. The LOT Central Baggage Offices will continue to search for the bag and provide you with progress. Our office is open from Monday to Sunday, time 6.00 am to 22.00 pm Central  European Time.

Contact details:

Phone no:  0048 22 846 17 07

Fax:           0048 22 650 12 50

e-mail :      baggage.search@lot.pl

·        Once we locate your baggage, we will do our best to return it to you as quickly as possible. We will transport your bag to the intended airport on the next available flight and deliver it to the address advised by you in delayed baggage report or hold it in our local Baggage Service Office for pick up if baggage is subject to custom procedures.

·        We kindly ask you to make sure there is identification including a name and phone number attached to all baggage and all carry-on items.

·        Baggage must be checked in at the airport at least forty-five (45) minutes prior to scheduled flight departure. Travelers flying internationally must check luggage in at least sixty (60) minutes prior to departure.

3.   Properly accommodate passengers with disabilities and with special needs

·        LOT Polish Airlines provide professional and courteous service at all times. Aircrafts are equipped with features for accommodating passengers who need assistance, including movable armrests and accessible lavatories. LOT Polish Airlines will do our best to stow personal folding wheelchairs in the cabin area in compliance with applicable law. If personal wheelchair cannot be stowed in the cabin, will be loaded in the cargo compartment and deliver on the jetbridge upon arrival. If a wheelchair requires disassembly, our ground staff ask you to provide written directions for disassembling and reassembling the wheelchair.

·        In order to provide the required assistance, we need up to 48 hours advance notice and 90 minutes advance check-in for passengers with disabilities who request the following service(s):

1.    Accommodating 10 or more individuals with disabilities who are traveling as a group;

2.    Wet cell battery box for a personal wheelchair.

·        During on-aircraft delays, our flight crew will make every effort to accommodate passengers with disabilities or special needs. One onboard wheelchair will be made available on each 767 aircraft at all times.

·        In accordance with US federal regulations,  dedicated LOT Polish Airlines representative  will be able  to assist you during all times (in person or by telephone).

4.   Meet your essential needs during lengthy tarmac delays

·        Based on Department of Transportation requirements (DOT 14 CFR Parts 244, 250, 253 Enhancing Airline Passenger Protections) in order to minimize inconvenience during lengthy ground delays, LOT Polish Airlines implemented  Contingency plan and Customer service  plan for providing customer safety and comfort during irregular operations.

·        Lengthy tarmac delays are always outside of LOT Polish Airlines control.

·        LOT Polish Airlines will not permit an aircraft to remain on the tarmac for more than four hours before allowing passengers to deplane , unless:

1)    the Pilot in command determines there is a safety related or security related reason why the aircraft cannot leave its position on tarmac to deplane passengers

or

2)    Air Traffic Control advises the Pilot-in-command that returning to the gate or another disembarkation point in order to deplane passengers would significantly disrupt airport operations.

·        All passengers who want to deplane from lengthy tarmac delayed flight and make alternative travel arrangements consistent with ticketing policies may do so when it is determined to be safe and secure, after the aircraft has been moved into position when deplaning, all operational requirements have been completed and the Pilot-in-command has allowed passenger deplaning to begin.

·        If after returning the aircraft parking position will be hard stand, reboarding the aircraft will not be possible.

·        In cases where the aircraft has returned to the gate, passengers should be  advised how long the aircraft will remain at the gate prior re-boarding the aircraft to continue the flight.

·        If passenger decides not to continue the flight or the flight is cancelled, passengers will be able to retrieve their checked baggage at the baggage claim area at the Terminal.

·        In order to ensure passengers comfort during lengthy tarmac delays LOT Polish Airlines will take every reasonable effort to accommodate passengers with food, beverages, use of the restrooms and access to medical assistance.

·        The flight crew will make information available to passengers at least every 30 minutes regarding the status of the flight and reasons for the tarmac delay.

·        Snacks and water are provided free of charge on board LOT Polish Airlines flights no later than two hours after the aircraft has left the gate (departure) or touched down (arrival), unless the Pilot-in-command determines that safety or security considerations preclude such services.

·        LOT Polish Airlines will provide operable lavatory facilities.

·        LOT Polish Airlines aircrafts are equipped with Emergency Medical Kits and cabin crew is trained in first aid. Should a situation occur where additional assistance may be needed; the Pilot-In-Command may decide to move the aircraft to a gate or hard stand for further medical treatment.

5.   Handle “bumped” passengers with fairness and consistency

·        For International travel, passengers must check in no later than 60 minutes prior to departure and present themselves at the boarding gate at least 45 minutes prior to the scheduled departure time. No compensation is due to passengers who do not fully comply with LOT Polish Airlines reservation and check-in requirements, or cannot be accepted for transportation under the rules set forth in the Conditions of Contract.

·        In the event of an oversold flight, we will first solicit passengers to voluntarily give up their seat.

·        Passengers who are voluntarily denied boarding will be offered accommodation on a case-by-case basis. Accommodation may include, but is not limited to, rebooking on another LOT Polish Airlines flight or on another airline's flight to the same or nearby destination, travel credits or hotel or other accommodations.

·        If volunteers cannot be found, we will have to involuntarily deny boarding to the last economy passenger(s) who checked in for the flight (involuntary denied boarding) except unaccompanied minors, qualified disabled individuals, or any other passengers based on LOT Polish Airlines regulations.

·        If passenger is involuntarily denied boarding and is rebooked on a flight scheduled to arrive 1-4 hours after original scheduled arrival for international flights, LOT Polish Airlines will provide a travel credit or cash compensation for 200% of the value of reservation not to exceed $650 USD.

·        If passenger is involuntarily denied boarding and rebooked on a flight scheduled to arrive more than 4 hours after your original scheduled arrival for international flights, LOT Polish will provide a travel credit or cash compensation for 400% of the value of your reservation not to exceed $1300.

6.   Be responsive to passengers complaints:

·        Passenger may contact our Customer Relations Department by mail, web site or fax.

1.           Online:

         lot.com à Contact Us

2.           Post Mail:

           Customer Relations Department

ul. 17 Stycznia 39 .

00-906 Warsaw

Poland

3.           Fax:

           + (48) 22 606 73 99

·        LOT Polish Airlines respond by acknowledging your concerns and/or requests within 30 days and will provide a substantial response within 60 days of receipt or earlier as required.