The plane to Croatia did not take the luggage of almost all passengers. PLL LOT explains itself

Next.Gazeta.pl was contacted by our reader, who last Sunday traveled from Warsaw to Dubrovnik on board of LOT Polish Airlines. In an interview with us, he told us how the plane of Polish Airlines arrived at the destination airport in Croatia without the checked luggage of almost all passengers.

LOT lost the luggage of almost all passengers? Nobody saw anything

According to our reader’s account, after arriving in Dubrovnik, passengers saw only a few suitcases on the luggage belt. The rest, i.e. the luggage of the vast majority of passengers, was not to leave the Warsaw airport at all. This was indicated by the luggage tracking apps of some travelers. Of course, delays or the loss of individual suitcases happen, regardless of the airline, but such a case seems to be exceptional.

A reader complains that LOT did not inform passengers about the problems or the reasons for the failure to deliver their baggage. The airline’s consultants could not answer the question of what was happening with the luggage. As our interlocutor reports, despite repeated attempts to contact the carrier’s hotline, he failed to determine what happened to the suitcases. He was sent to contact the airport staff in Dubrovnik.

The first attempts to clarify the matter at the appropriate counter at the Croatian airport also failed. However, appropriate complaint protocols have been drawn up.

We contacted the LOT hotline many times and received feedback that we should contact the airport in Dubrovnik. The airport, in turn, informed us that it had completed all the formalities related to sending information about lost luggage to LOT, but the airline was washing its hands of it. We’ve been waiting four days with no response

the reader explained.

From Sunday to Thursday. Long waits for delayed luggage

The matter was finally clarified with the airport in Dubrovnik. Airport employees informed travelers that the luggage had been found and would fly to Croatia on the next LOT Polish Airlines flight from Warsaw. And this one was planned only for Thursday afternoon (August 31). Passengers had to wait four days (from Sunday) to pick up their suitcases, which they hoped to pick up after a two-hour flight.

For people who took the most necessary things and a piece of clothing into their hand luggage, it was not a huge problem. It’s worse if the registered suitcase contains, for example, cosmetics, phone chargers or all clothes.

Our reader is surprised that LOT did not try to take the luggage, for example, to Zagreb, and then transport it to Dubrovnik. This would significantly shorten the waiting time, as the Polish national carrier flies to the Croatian capital every day.

LOT explains: failure of airport sorting systems

PLL LOT responded to the request for an explanation of the situation with a rather short and laconic comment. He explained that the delay was caused by a failure and confirmed that the luggage would be sent to passengers on the next flight to Dubrovnik (this took place on Thursday, August 31).

The delay of the luggage from flight LO565 was caused by a failure of the sorting systems at Chopin Airport, about which the handling agents at all other airports were informed. Luggage will be sent on the next flight to Dubrovnik

– we read in the comment sent to Gazeta.pl by the LOT press office.

The carrier adds that detailed information on what to do in the event of delay, loss or damage to baggage should be found on its website (i.e. and ). There you will find a description of the steps to be taken in each of the three cases.

Delayed or lost luggage? Passengers are entitled to reimbursement

So what to do when, upon arrival at the destination airport, it turns out that the baggage did not appear on the conveyor belt? LOT advises on the aforementioned websites to immediately report this fact to the staff and draw up a complaint protocol. The World Tracer baggage search will then begin, the progress of which can be tracked online.

If, upon arrival, you notice that your baggage is missing from the conveyor belt, you must immediately report this fact and draw up a complaint report. You will receive an official notification/PIR confirmation with a reference number (e.g. WAWLO10123). Keep this document until the complaint is completed. Luggage will be searched using the World Tracer international baggage tracking system. You have access to it – go to the website using the button below and enter the protocol reference number

– translates LOT na

If your baggage has not been found for five days (from the time of notification), you must contact the airline again and make a detailed list of the contents of your baggage in the Baggage Questionnaire. LOT advises that the document be printed and sent to the Central Luggage Search Office in Warsaw. After finding the loss, the carrier will send the luggage to the address indicated in the questionnaire at its own expense.

The airline adds that if the delay occurs outside the country of residence of the passenger, he is entitled to reimbursement of the costs incurred due to the delay. LOT reimburses the cost of the most necessary items (toiletries, underwear and clothes) up to USD 100, if they were purchased while waiting for the arrival of the baggage.

If your suitcase or backpack is still not found, you will need to contact the airline again by completing an online Lost Luggage Compensation Claim. A similar application shall be completed in the event of damage, destruction or disappearance of the contents of baggage.