Waiting for your LOT refund to process can be frustrating…
You’ve requested a full refund due to a cancelled flight, and now you’re left waiting. Perhaps you’ve received an explanation email from LOT or perhaps you’re still yet to hear from them. Regardless of your specific circumstances, there’s an important point to remember. In the EU, these procedures are regulated by law, and according to this law, your LOT refund should be processed within 7 days.
So, what steps should you take if it’s been longer than this?
LOT Refund Is Taking Forever: A Step-by-Step Guide
When an airline cancels your flight, they are legally obligated to offer you a refund.
Within the European Union, if LOT cancels a flight, they are required to present you with the choice of a full refund or an alternative flight. It’s crucial to remember that in some instances you may only be eligible for a refund, but in others, you may be eligible for both a refund and flight cancellation compensation.
Step 1: Reach Out to LOT
Get in touch with LOT customer service via their website.
Alternatively, you can attempt to contact them through WhatsApp or Messenger.
Unless there’s a significant, unforeseen event, such as a global pandemic, you should receive a response within a week. If a week passes and you haven’t heard back, and you also haven’t yet received LOT refund payment, keep sending messages. Continue doing this every few days until you get a response.
Step 2: Use Social Media to Contact LOT
If LOT fails to respond, turn to social media.
If several weeks pass without any responses to your emails and WhatsApp messages, try reaching LOT via Facebook and Twitter. On these platforms, remind them of their 7-day refund obligation. Refer to the Regulation (EC) No 261/2004, Articles 5 and 8.
Step 3: Decline Voucher Offers
Your refund should be issued directly to your bank account.
Do not accept LOT vouchers or coupons.
Step 4: Get in Touch with the National Enforcement Body (NEB)
Every member state of the EU has a National Enforcement Body.
Reach out to the NEB of the country from which your flight was scheduled to depart. If your cancelled flight was set to leave from Germany, contact the Nationale Beschwerde- und Durchsetzungsstelle Fluggastrechte. If you were flying from a non-EU country, contact the NEB of the destination country. The contact information for these organizations can be found here.
Though the fourth step tends to yield the best results, it is also the most time-consuming. It usually takes around two months for the respective NEB to reach a decision. From there, you still have to wait for LOT to process the payment. For optimal results, remain proactive by maintaining communication with LOT through social media and other channels.
By Europe and EU here on this page (and on this website in general) we mean all EU Member States, the United Kingdom (UK), Guadeloupe, French Guiana, Martinique, Reunion, Mayotte, Saint Martin (French Antilles), the Azores, Madeira, the Canary Islands, Iceland, Norway, and Switzerland.
LOT Refund: When Are You Entitled to It?
Under EU laws, if LOT cancels your flight, you are eligible for a full refund.
In the case of a flight cancellation, LOT is required to offer you either a reroute (a free replacement flight to destination) or a full refund of your ticket. This is irrespective of the reasons behind the cancellation, including even extreme situations. The refund for a cancelled flight must be processed within seven days.
If the airline delays the processing of refunds, it is in breach of EU laws, and passengers can consider escalating the matter.
What If You Are the One Who Cancels the Flight?
The refund process becomes a bit trickier if you’re the one cancelling the flight.
Here are some points to keep in mind:
- Flexible tickets. If you’ve bought a flexible ticket, you will likely be eligible for a refund, but it’s always a good idea to double-check the airline’s policies.
- Non-refundable tickets. For non-refundable tickets, you typically can’t get a full refund. However, the airline may agree to refund the taxes included in your ticket price.
- Travel insurance. If you’ve purchased travel insurance, you may be eligible for a partial or full refund depending on the insurance and conditions.
- Cancellation fees. Be aware that many airlines charge cancellation fees, which can range from 50 to several hundred euro. Check the airline’s policies carefully before cancelling your ticket to avoid any unexpected costs.
Flight Cancellation due to Extraordinary Circumstances: Can You Get a Refund?
In situations where unforeseen scenarios, like adverse meteorological conditions, strikes by airport employees (not airline staff), or security concerns, trigger a flight cancellation, it is generally accepted that airlines are not liable.
Nonetheless, under EU legislation (Regulation (EC) No 261/2004), airlines are mandated to present passengers with a decision between a full refund and an alternative routing if they cancel a flight. This implies that irrespective of whether the cancellation was necessitated by extraordinary circumstances, passengers remain eligible for a refund. The same applies to right to care.
Please note that the refund is expected to be processed within a week. If you experience delays while waiting for your refund, don’t hesitate to follow the step-by-step guide highlighted above.
What is your experience with LOT refunds? Have you ever received a refund from LOT? Share your experience in the comments!