Very disappointing experience with LOT regarding transparency and customer support.
The pricing for pet transport is not clearly displayed on the website before booking. Customers are effectively expected to complete a reservation first and only then clarify the actual cost, which is not a transparent or customer-friendly approach.
What made it worse was the quality of support. Multiple agents provided scripted responses and showed no willingness to properly investigate the issue. I was even advised to “book first and then call,” which is not a reasonable solution when pricing is unclear from the start.
It later turned out that there was indeed a technical error, which confirms that the initial responses were misleading.
I would like to thank Adriana, who finally took responsibility, properly reviewed the case, identified the issue, and corrected the price. It’s reassuring that there are still employees like her who genuinely care and take their role seriously (hence +1 star).
However, the overall system and support experience need significant improvement, especially in terms of pricing transparency and accountability.
Claim your business profile now and gain access to all features and respond to customer reviews.
