LOT to change baggage complaint rules after intervention from consumer watchdog

Polish airline LOT announced changes to its baggage complaint procedures following concerns raised by the Office of Competition and Consumer Protection (UOKiK). The regulator argued that LOT’s existing practices might have violated international law, including the Montreal Convention governing airline liability for passenger luggage.

UOKiK said the airline had limited its liability too far and imposed restrictive conditions for refunding urgent purchases when baggage was delayed. The office also criticized excessive documentation requirements that made it difficult for passengers to file complaints.

LOT’s spokesperson Krzysztof Moczulski said the airline is cooperating fully with the regulator and is already preparing clearer and more customer-friendly rules. The old provisions have been removed, and new ones are being drafted to ensure transparency and compliance.

The upcoming changes should make the complaint process simpler and faster, improving customer experience and trust in Poland’s national carrier.