Digital Accessibility at LOT Polish Airlines

At LOT Polish Airlines, we make every effort to ensure our digital services are accessible to everyone. We are constantly working to improve them, treating accessibility as a starting point at every stage of designing and developing new features.

We continuously enhance the digital user experience for all, by applying appropriate accessibility standards. LOT Polish Airlines is committed to ensuring the accessibility of its website and mobile application in accordance with the provisions of the Polish Accessibility Act and European Accessibility Act.

Website

Our website has been adapted to meet the WCAG 2.1 requirements in terms of perceptibility, operability, comprehensibility, and robustness. This is confirmed by audits and a certificate from the Widzialni.pl foundation. Most importantly:

• It works correctly with screen readers, allowing access to content for people with visual impairments.
• It offers a clear and logical content layout, making it easier to quickly find needed information.
• It's prepared with appropriate text formatting, with clearly highlighted headings, links, and other important content.
• It adapts to the screen and scrolls vertically, ensuring comfortable browsing on various devices.
• It doesn't contain flashing content or rapidly changing images, which eliminates potential distractions or discomfort.
• It has clear text links that precisely inform about the destination.
• It includes content written in simple language, and forms display understandable error messages, which minimizes frustration and makes using the service easier.

Making Reservations

Our reservation service is easily accessible via our website, mobile app, or by phone through our Helpline.

When making a reservation, you can easily and intuitively add necessary services like extra baggage or special assistance. You also have the option to indicate preferred meals and select your seat. We offer diverse payment methods tailored to your preferences.

You can also purchase tickets through agencies or travel offices, including in-person contact.

During the reservation process on our website, individual elements have been improved in accordance with WCAG 2.1 requirements, including:

• Presentation of the price offer,
• Convenient seat selection,
• Ability to add services, e.g., baggage, special equipment,
• Purchase of access to business lounges or Fast Track service at selected airports,
• Convenient payment processes.

Managing Your Booking

Thanks to the digital services available on lot.com, you have access to your booking, which you can review and modify before your flight. The available services include:

• Reviewing your booking and ticket details,
• The option to order additional services (e.g., meal selection, transport of special baggage, animal transport),
• The convenience of choosing the best seat for you,
• Purchasing airport services such as Fast Track.

Mobile Application

The LOT mobile application is available for download on iOS and Android software. We recommend updating the mobile app whenever a new version is available for download. By using the mobile app, you can, among other things:

• Search for flights by date or preferred travel class,
• Check in for your flight or complete your passenger details,
• Check the list of prohibited items to carry in your baggage,
• Manage an existing reservation and add a new reservation to your list of flights,
• Manage your trips in the "My trips" section – accessible to both logged-in and unlogged-in users.

Services

Detailed information about all available services can be found on lot.com and in our mobile application. If you prefer, you can also obtain this information by contacting our Helpline or through written channels.

On the website, this information is easily accessible in the "Travel Info & Support" and "Plan a Trip" menus. The content has been prepared to be readable by screen readers and is written in understandable language to ensure accessibility for every user.

Payment Methods

We offer access to various popular payment methods such as payment cards, PayPo, Przelewy24 and BLIK. When ordering a service or making a reservation via our Helpline or written channels, you'll be provided with a link to the payment page.

Support Channels

Users can easily purchase tickets and modify bookings or services in several ways:

• Through our website or mobile application.
• By using our 24/7 helpline, available in several languages, including Polish and English.
• By contacting us via written channels on communicators such as WhatsApp or Messenger.

Our customer service team is available around the clock to provide support at any time. Additionally, we regularly send passengers information via email, and our message templates comply with WCAG 2.1 standards, guaranteeing their accessibility.

Online Check-in

You can check in online via lot.com or through our mobile app. You can also check in directly at the airport. More information about check-in.

Real-time Information

You can easily check your flight status via the lot.com website, our mobile app, or directly at the airport.

At airports, announcements are made regarding individual flights (e.g., boarding commencement), and screens display up-to-date information on departure times, gate numbers, and boarding times.

Additionally, as a passenger, you'll receive email notifications about subsequent stages of your journey, such as the option for online check-in, gate number, boarding commencement, or flight delays, if applicable. All these emails are prepared as simple and understandable text messages. If you add your reservation to the LOT mobile app, you'll also receive push notifications directly on your phone.

Additional services for passengers with special needs

For passengers requiring additional support, we offer a range of amenities to ensure a comfortable and safe journey. These include:

• Special assistance service at the departure, transfer, and arrival airports.
• Free transportation for wheelchairs and medical equipment.
• Ability to travel with a service dog.
• Free assignment of a seat tailored to individual needs.
• Option to use an onboard wheelchair on long-haul and short-haul flights.

All the detailed information regarding support services can be found on the Accessible travel page, where it has been thoroughly described, including in Easy to Read format. You can order these services both online (by sending a form with the necessary information and documents attached) and by contacting our Helpline.

In-flight entertainment

On our long-haul flights, we offer an in-flight entertainment service. For the hearing impaired, Closed Captions are available where provided by the distributor. Selected movies and TV series also offer dubbing in several languages. Audio description is available in English, if provided by the distributor.

Onboard service accessibility

Onboard services vary depending on your travel class and the type of aircraft for your flight.

You can find more detailed information on our website under:

• Travel Classes,
• Fleet.

If you have additional questions, feel free to contact our Helpline or reach out through our written channels.

We value your feedback! Every user has the right to report a lack of accessibility or suggest improvements. You can do this by using the form available on the page below, or by contacting our accessibility and inclusive service design expert, Maciej Błażewicz, directly at cro@lot.pl.

Every consumer has the right to lodge a complaint about the failure to meet accessibility requirements. The complaint should include:

• First and last name,
• Contact details (correspondence address, email address, or phone number, along with an indication of the preferred method of contact with the consumer),
• Indication of the service to which the complaint pertains,
• Indication of the accessibility requirement that the service does not meet, along with a request to ensure its fulfillment.

The complaint may include an indication of the preferred method of ensuring accessibility. A complaint lacking all required data will not be processed.

You can submit a complaint electronically, in writing or orally.

Electronic complaint

Use the form or contact us via email at: cro@lot.pl.

Written complaint

Send your complaint to the following address:

Expert for Accessibility
Polskie Linie Lotnicze LOT
Ul. Komitetu Obrony Robotników 43
02-146 Warszawa

Oral complaint

To submit an oral complaint, please contact our helpline.

LOT Polish Airlines will review the complaint and provide a response in the indicated manner within 30 days of receiving the complaint. In particularly complex cases where it's not possible to review the complaint and provide a response within the above deadline, PLL LOT will notify the consumer of the reason for the delay and indicate a new deadline for reviewing the complaint and providing a response, not longer than 60 days from the date of receiving the complaint.

Last updated on: June 24, 2025.