Airline Customer

Feb 23, 2023

Dishonest Policies, Poor Clarification, Poor Business Model

This airline is so dishonest, difficult to work with, and deceitful about policy.vSo many things have guaranteed that I will never use this airline ever again, and I will tell all family and business partners to avoid. To begin, I have recently spent 5 HOURS on hold for ONE important phone call. Over three days I needed to call multiple times to resolve an issue that the staff could not handle appropriately, and over three days I spent 11.5 HOURS ON HOLD! In addition to this, on a second ticketed flight I needed clarification on medical device transfer policies, and after weeks of calling and waiting and being told someone would call me back with a proper answer, no one ever did. I've spent hours and hours over weeks being to someone would clarify. On a third (and absolutely final) ticketed flight I had a legal name change and passport update, requiring a change to my data. Per Lots OWN posted "name correction procedure" documentation, it is stated that there is no charge for a legal name change. Lot customer service disagrees with their own policy, and said that "while there is no charge for name change, there is a charge for ticket reissue, and if I decline to reissue the ticket my data will be incorrect at the airport and I will be denied boarding". This is is effectively false and dishonest information, as the airline forces you into a charge, or else denying you service on the flight. Lot Airlines consistently refuses to take accountability for its own stated policies, while also breaking its own stated policies to impose additional charges. The customer service is never able to clearly articulate policy or help customers prepare for their flights. It is a horrible situation and I promise that companies I work with will not ever use Lot Airlines again, and I will never return as a personal customer.