The Polish competition authority, UOKiK, has raised allegations against LOT Airlines concerning misleading information provided to passengers about their rights regarding damaged or delayed baggage. Consumers have reported difficulties in filing claims, prompting UOKiK to investigate potential violations of collective consumer interests.

LOT Airlines informed passengers that they were not responsible for damage to baggage resulting from normal handling, such as dents or scratches. This stance was also echoed by DOLFI 1920, a company assisting LOT with claims. However, the Montreal Convention, which governs international air travel, does not allow carriers to exclude liability in such cases and only specifies the timeframe for filing claims.

Additionally, LOT's policy limited compensation for delayed baggage to $100 per person for essential items only, such as toiletries and clothing, while excluding other necessary items. UOKiK argues that existing regulations do not restrict liability to such a narrow range of products and do not depend on the destination of the delay.

UOKiK President Tomasz Chróstny stated that businesses cannot grant consumers fewer rights than those established by law. This practice may have been employed by LOT Airlines, leading to the initiation of proceedings against the company. UOKiK is also monitoring other airlines, with similar allegations previously made against Wizz Air and Enter Air.

LOT Airlines misled travelers by claiming a large number of documents were required to process claims for damaged or delayed baggage. The airline demanded various documents that are not legally necessary for filing a claim, which could discourage travelers from asserting their rights.

If UOKiK's allegations are confirmed, LOT Airlines could face fines of up to 10% of its turnover for each contested practice. The authority is also investigating the practices of other airlines in the market.