I. The General provisions
1.1. The “LOT Book&Collect” Loyalty Program Organizer , hereinafter /referred to as “The Program”/ is Polskie Linie Lotnicze “LOT” S.A., with its registered office in Warsaw, at ul. Komitetu Obrony Robotników 43, entered into the Register of Entrepreneurs maintained by the District Court for the Capital City of Warsaw, XIV Commercial Division of the National Court Register, under KRS No. 0000056844, NIP (Tax Identification Number): 5220002334 /hereinafter referred to as the “Program Organizer” or “PLL LOT”/.
1.2. The Program Participants are cashiers of IATA agents and non-IATA travel agencies operating in Lithaunia, Latvia and Estonia , who are selling PLL LOT airline tickets.
1.3. The Program is aimed at:
a/ awarding Points for PLL LOT airline tickets sold by Participants and flown by passengers, as well as for ancillary services purchased and used by passengers as a part of flight operated by PLL LOT;
b/ exchanging the collected Points for the Awards offered in the Program.
1.4. The Program Organizer is an entity promising an Award within the meaning of Article 919 of the Polish Civil Code.
1.5. The Program is available in the territory of Lithuania, Latvia and Estonia.
1.6. In each case where these Regulations refer to contact with the Program Service Centre, this should be understood as e-mail contact at the following e-mail address: contact@lotbookandcollect.com or by phone at +22 45 96 296 during the opening hours of the Programme Service Centre from Monday to Friday, 9:00 a.m. – 6:00 p.m.
II. The Participants
2.1. In order to participate in the Program, it is necessary to register by filling out the registration form available on the Program website - lotbookandcollect.com/ba/en /"Program Website/.
2.2. As a result of registration to the Program, the Participant receives an Individual Account Number, which allows checking regularly the current status of collected Points and other information provided in Individual Account of the Participant. The Participant creates their own password, login and PIN for the Individual Account in the Program. The PIN is also used to contact the Program Service Center.
2.3. After registration, each Participant shall receive an e-mail confirming the registration in the Program along with a link to activate the Individual Account.
2.4. Newly registered Participants who have joined the Program for the first time shall receive 5.000 welcome points. The 5,000 points shall be added to the general (award) pool.
2.5. Participation in the Program and providing data related to the participation is completely voluntary but necessary for registration in the Program.
2.6. Registration for participation in the Program means that the Participant accepts the Program rules specified in these Regulations.
2.7. The Program Organizer has the right to verify at any time the data provided by the Participant during registration in the Program in terms of their completeness and truthfulness. If the information provided in the registration form proves to be untrue or there is a high probability that it is untrue, the Organizer has the right to:
- reject the Participant's application to the Program, i.e. refuse participation in the Program or
- block the Participant's Individual Account in the Program until the doubts are clarified
2.8. In the event of rejection of the application to the Program, it will be archived for evidentiary purposes.
2.9. The Participant is obliged to keep the Individual Account number and the login data to the Individual Account in the form of a login and password in strict confidence and not to disclose them to anyone. The Participant is obliged to immediately notify the Program Service Center of any case of unauthorized use of the Individual Account number or the login data to the Individual Account, as well as of their theft, loss or disappearance by calling the phone number provided in the information materials related to the Program.
2.10. Data collected on the Individual Account of the Program Participant, in particular information on the number of Points collected, the type of point transactions conducted and the Prizes received, are confidential and may not be disclosed by the Organizer without the written consent of the Participant to third parties, including the Participant's employer, regardless of the form of employment.
2.11. The Program Organizer reserves the right to verify at any time whether the Participant comply with the terms and conditions of this Program Regulations.
III. Collecting Points
3.1. Colleting the Points in the Program is possible from the moment the Participant registers in the Program.
3.2. The Points in the Program are awarded for:
a/ sold and flown tickets for scheduled PLL LOT flights only as well as for sold and used EMDs (electronic miscellaneous document) for PLL LOT;
b/ sold and used ancillary services from the PLL LOT offer assigned to a previously issued flight ticket on stock 080, provided EMD document must be issued by the same cashier and on the same IATA number as the previously issued flight ticket.
3.3. The Points shall be awarded to the Individual Participant Account provided that the correct Individual Account Number was entered in the OSI field at the moment of issuing an airline ticket. Points will be awarded only for sales made by the same cashier.
3.4. Only one Individual Account Number can be provided in the OSI field and cannot be changed or corrected after the airline ticket has been issued.
3.5. The condition for awarding Points for the sale of ancillary services /EMD/ is its use together with the flight ticket to which they were assigned. Points for sold and used ancillary services will be accrued in accordance with the applicable accrual rules.
3.6. Detailed rules for awarding Points for specific travel segments are presented on the Program Website in the EARN POINTS tab in the sub-tab concerning the Ticket Award.
3.7. The Points in the Program cannot be accrued in the following cases:
a/ for sales on code-share flights operated under the LO code by a foreign carrier,
b/ for sales on charter flights;
c/ for sales of flight tickets and ancillary services through agent internet portals (online sales);
d/ for sales of a flight ticket at a special discounted rate or a prize ticket;
e/ for flight tickets purchased free of charge;
f/ for sales of a flight ticket in certain booking classes;
g/ for travel class upgrades and ancillary services that the passenger received as benefits in the loyalty program;
h/ for tickets, ticket stubs or additional services that were not used or were returned by the passenger;
i/ for airline tickets or additional services obtained illegally;
j/ for airline tickets or ancillary services for the sale of which Points were accrued in or in violation of the terms of other loyalty programs of the Organizer.
3.8. The Points for sold and used airline tickets or ancillary services will be registered in the Individual Participant Account within 7 days from the date the passenger's flight is completed.
3.9. The Program Participant may check the current balance of their Points in the Program at any time by logging into their Individual Account on the Program Website in My Profile tab.
3.10. The number of awarded Points corresponds to the price of the flight ticket, excluding airport taxes and additional fees. If the flight consists of two or more travel segments, the number of Points is awarded in proportion to the price of the flight ticket for the individual travel segments. The price of the travel segment is calculated based on the distance. The Organizer reserves the right to change the terms and conditions of awarding Points at any time during the Program.
3.11. The Organizer reserves the right to exclude from the Program the sale of tickets on some routes operated by PLL LOT as well as to launch special point offers for selected routes without the need to give any prior notice to Program Participants.
3.12. The Organizer may organize point promotions for sales on selected routes and within a specified period. The condition for the Participant to participate in the promotion is to register for participation in the promotion within a strictly specified period, which will be indicated in the Organizer's announcement regarding the promotion.
3.13. Bonus Points or "miles" earned by the Participant in other programs cannot be exchanged for Points in the Program, unless an appropriate agreement is concluded between the Program Organizer and the entity implementing another program.
3.14. The Participant cannot transfer the collected Points or the Individual Account in the Program to other Program Participants or third persons who are not Program Participants.
3.15. Points collected in the Program cannot be exchanged for cash.
3.16. All news and information on special offers shall be available after and/or before logging in on the Program Website.
IV. Redeeming Points
4.1. The Participants may redeem the Points collected in the Program for Awards offered in the Program provided that the balance of Points collected in the Participant's Individual Account allows for obtaining the selected Award and the Award selected by the Participant is available.
4.2. Detailed information on the Awards offered in the Program, the terms of realization of a given Award and the number of Points required to obtain a given Award are specified on the Program Website in the SPEND POINTS tab and in the Regulations for a given Award, which constitute an integral part of these Regulations and are available on the Program Website in the SPEND POINTS tab in the sub-tab concerning a given Award.
4.3. Ordering Awards is done by filling in the Award Form, available on the Program Website after the Participant logs in to their Individual Account in the Program. When the Participant places an order for an Award, the number of Points required for a given Award is blocked. Points will be deducted from the Participant's Individual Account after the Program Service Center confirms the availability of the Award. If the Prize is unavailable, the Organizer will inform the Participant and the blocked Points will be returned to the Participant's Individual Account.
4.4. Points collected on the Individual Participant Account are valid for a period of 24 months from the date the ticket was flown or ancillary service were used and if they are not redeemed for Awards within this period, they will be canceled.
4.5. The terms of return and withdrawal of the ordered Award are regulated by the Regulations of the given Award available on the Program Website in the SPEND POINTS tab in the sub-tab concerning the given Award.
4.6. The Participant cannot exchange the ordered Award for another Award offered in the Program or for cash.
4.7. All Awards in the Program are subject to taxation according to general rules.
4.8. Awards offered in the Program may be purchased only for Points collected in the Program, excluding the possibility of cash payments to the missing number of Points required for a given Award.
4.9Program Participants working at travel agencies which have lost the IATA license shall have 3 months after the closure date of the agency to inform the Program Organiser about that fact and to update Participant Program IATA or non-IATA status
V. Issuing Awards
5.1. The Flight Award is issued in electronic form.
5.2. The Participant is obliged to verify immediately upon receipt of the Award documents whether the correct documents have been provided and whether the data on the documents is correct.
5.3. The validity period of the Award documents is specified separately for each Award in the Rules of the Award, available on the Program Website in the SPEND POINTS tab in the sub-tab concerning the given Award.
5.4. In the event of theft, destruction or loss of the Award documents in the Program, the Participant is obliged to report this fact immediately to the Organizer.
5.5. The redemption of some Awards may involve the need to pay handling fees. Detailed information on handling fees can be found on the Program Website in the SPEND POINTS tab in the sub-tab concerning the Award.
5.6. Awards in the Program will be issued in accordance with the applicable polish tax law.
VI. Abuse and prohibited actions
6.1. The following in particular are considered abuses and prohibited activities in the Program:
a/ registration in the Program and the acquisition and use of Points in the Program by persons who are not entitled to participate in the Program in accordance with point II of the Regulations;
b/ use in the Program of Points registered on the Individual Participant Account, which were obtained in a manner inconsistent with the provisions of these Regulations;
c/ sale, exchange, sale at auction or conclusion of any other commercial transaction with a third party, the subject of which are Points collected in the Program or an Award in the Program;
d/ arrangement as to the method of acquisition or sale of Points or Awards obtained in the Program;
e/ acquisition or transfer of Points in the Program in a manner inconsistent with the provisions of the Regulations;
f/ realization or use of Award or documents related to Award in violation of the provisions of the Regulations, in particular the terms of realization of a given Award, specified in the Regulations of a given Award;
g/ the Participant accruing points in other programs contrary to the provisions of these Regulations or failure to accrue points in another program despite receiving an individual number in a given program from the purchaser;
h/ to credit sales of tickets via websites of on-line travel agencies (online sales) to Individual Accounts of Participant;
i/other actions taken by the Participant inconsistent with the provisions of the Regulations.
6.2. In the event of suspicion that the Participant, Travel Partner or Family Member of the Participant has taken unauthorized actions, the Organizer will summon the Participant to provide explanations in the matter within 7 business days and will block the Participant's Individual Account in the Program until the matter is resolved. If the Participant fails to provide explanations within the time specified above, the Organizer may again summon the Participant to provide explanations within an additional period of 3 days or maintain the blockade of the Participant's Individual Account in the Program for a period of 3 to 12 months.
6.3. If the explanations provided by the Participant confirm the Participant's, Travel Partner’s or Family Member’s of the Participant prohibited actions, the Organizer will block the Participant's Individual Account in the Program for a period of 3 to 12 months.
6.4. Regardless of the provisions of point 6.3 above, if as a result of the Participant's, Travel Partner’s or Family Member’s of the Participant prohibited actions the Organizer suffers damage, the blocking of the Participant's Individual Account in the Program will be maintained until the Participant redresses the damage suffered by the Organizer as a result of the Participant's violation of the Program Regulations. The Participant is responsible for damages arising from violations of the Regulations made by Travel Partner or Family Member of the Participant. The Organizer will notify the Participant of the amount of damage suffered.
6.5. If, after the Awrad is ordered by the Participant, it turns out that it was obtained by the Participant on the basis of Points obtained in violation of the provisions of the Program Regulations or was implemented by the Participant in violation of the provisions of the Regulations regarding the principles of implementation of a given Award, the redeemed Points are canceled and the Participant, upon the Organizer's request, is obliged to reimburse the Organizer the actual value of the Award.
6.6. If abuses related to obtaining or realizing the Award are revealed before the Participant, Travel Partner or Family Member of Participant starts to redeem the Award, the Organizer will block or confiscate the documents related to the Award and refuse to issue the Award. The Points used to redeem such an Award are not refundable and will be canceled.
6.7. If prohibited activities are revealed, the Organizer will cancel the Points collected by the Participant in violation of the provisions of the Regulations.
6.8. If it is found that the Participant, Travel Partner or Family Member of Participant has repeatedly undertaken prohibited activities, the Organizer may, at its own discretion, either block the Participant's Individual Account in the Program for a period of 6 to 12 months or delete the Participant's account in the Program without the right to participate in the Program again.
6.9. The provisions of this Chapter do not affect the Organizer's right to pursue further claims from the Program Participant, aimed at redressing the damage suffered by the Organizer in full.
VII. Liability of the Organizer
7.1. The Program Organizer shall not be liable for:
a/ failure to perform or improper performance of services provided by the Program Partners as Award in the Program. The Partner’s terms and conditions shall apply to the services provided by that Partner;
b/ incorrect completion of the application form by the Participants and for the consequences of subsequent changes to the data and information provided in the participation application, in particular for inability to contact the Participant or provide the Participant with the Award;
c/ any damage incurred by Participants in connection with actions of persons who gained unauthorized access to the Participant’s ID number and password;
d/ any errors in crediting Points to a Participant’s Account in the Program resulting from Participant’s use of an incorrect ID number or other data under the Program;
e/ any damages incurred by Participants or third parties as a result of Participants' actions that are inconsistent with the provisions of the Regulations;
7.6. The Program Organizer’s liability towards a Participant shall be limited to the value of the Award due to the Participant.
VIII. Termination of participation in the Program
8.1. The Participant may choose to resign from participation in the Program at any time with immediate effect by sending the Program Organizer a declaration of resignation by e-mail to Service Centre at contact@lotbookandcollect.com In such a situation, the Individual Participant Account will be closed immediately, no later than within 2 business days from the day the Organizer receives the Participant's declaration.
8.2. Should a Participant change the place of employment to another IATA agency or non-IATA agency, shall immediately update the Participant’s data by contacting the Program Service Centre.
8.3. The Program Organizer shall exclude a Participant from the Program if:
a/ no Points are credited to Participant’s Account in the Program within 12 consecutive months. In this situation the Participant may register for the Program again.
b/ The Participant, Travel Partner or Family Member of the Participant has once again engaged in prohibited actions in the Program. In this situation, the Participant is not entitled to re-participate in the Program;
c/ The Participant, Travel Partner or Family Member of the Participant has violated the rules for the implementation of the given Award, as specified in the Regulations for that Award, or has breached the terms of service related to the implementation of Award. In this situation, the Participant is not entitled to re-participate in the Program;
8.4. In the event of a Participant's exclusion from the Program, any Points that have not been redeemed for Awards by the time the Account is closed will be canceled.
9.5. In the case of situations described in point 8.3. b/ or c/ above, the provisions of Chapter VI. Abuse and prohibited actions shall apply accordingly.
IX. Complaint procedure
9.1. Complaints regarding the Program can be submitted by Participants via email to the Organizer's email address: contact@lotbookandcollect.com
9.2. The complaint should include the Participant's name and surname, email address, and contact phone number, as well as the reason for the complaint and the expected resolution method.
9.3. Complaints regarding any discrepancies in the balance of Points on the Participant's Individual Account must be reported within 4 (four) weeks from the date of realization of the flight sold by the Participant.
9.4. Complaints are processed by the Organizer within 30 days from the date of their delivery to the Organizer.
9.5. The Organizer will inform the Participant of the resolution of the complaint via email to the address provided by the Participant. The Organizer's decision regarding the complaint is final and binding.
X. Duration of the Program
10.1. The Program lasts until revoked by the Organizer under the terms specified in the Regulations.
10.2. The Program may be suspended or terminated by the Organizer at any time. The Organizer will inform Participants about the suspension or termination of the Program no later than 30 days before the date of suspension or termination of the Program.
10.3. In the event of suspension or termination of the Program, Participants have the right to:
a/ redeem Awards ordered before the date of termination or suspension of the Program;
b/ redeem accumulated Points for Awards within 30 days from the date of notification of the suspension or termination of the Program, after this period, the Points will be cancelled.
10.4. The Organizer will inform Participants about the resumption of the Program no later than 30 days before the date of resumption of the Program.
XI. Personal data protection
11.1. The Organiser is the controller of personal data belonging to the Program’s Participants. It is possible to contact the Organiser about the processed personal data of the Program’s Participants at the e-mail address contact@lotbookandcollect.com or at the telephone number (+48 022) 606 66 22
11.2. The Organiser processes personal data of the Participants within the Program for the purposes of:
11.2.1 Program execution – pursuant to Art. 6(1)(b) of Regulation (EU) No. 2016/679 of the European Parliament and of the Council of 27 April 2016 on the protection of individuals with regard to the processing of personal data and on the free movement of such data and repealing the Directive 95/46/EC (General Data Protection Regulation) (“GDPR”) (in order to perform the agreement);
11.2.2 sending by electronic means information concerning promotions and services introduced by the Organiser to the market, organised events, competitions and special offers – pursuant to Article 6(1)(f) GDPR (legitimate interest of the Organiser entailing a direct marketing of own services and products);
11.2.3 presenting the Organiser’s offer by telephone at the provided telephone number of the Participant – pursuant to 6(1)(f) GDPR(legitimate interest of the Organiser entailing a direct marketing of own services and products);
11.2.4 sending commercial information by electronic means which concerns current offer, sending information on promotions and services introduced by the Organiser to the market, events, competitions and special offers provided by the Organiser’s business partners – pursuant to Article 6(1)(f) GDPR (legitimate interest of the Organiser entailing a direct marketing of services and products of other entities);
11.2.5 presenting the offer of the Organiser’s business partners via telephone contact at the provided telephone number of the Participant – pursuant to Article 6(1)(f) GDPR (legitimate interest of the Organiser entailing
a direct marketing of services and products of other entities);
11.2.6 for accounting, bookkeeping, tax and others purposes, connected with the performance of legal obligations by the Organiser – pursuant to 6(1)(c) GDPR.
11.2.7 undertaking actions connected with Program execution (pursuing claims, archiving of documents, internal statistics) – pursuant to Article 6(1)(f) GDPR (legitimate interest of the Organiser, i.e. the protection of its proprietary interests and day-to-day management of the enterprise);
11.3. In order to contact the Data Protection Officer, one must write at the Controller’s address or at the following e-mail address: iod@lot.pl.
11.4. Personal data of the Participants may be transferred to:
11.4.1 related entity of the Organiser, i.e. LOT Travel Sp. z o.o. with the registered office in Warsaw; LOT Team Sp. z o.o. with the registered office in Warsaw
11.4.2 business partners of the Organiser, i.e. entities providing marketing, advertising, hotel services, prize providers for the LOT Book&Collect Program;
11.5. Personal data of the Participants will be stored:
11.5.1 in order to perform rights and obligations resulting from the Program – until claims arising from the participation in the Program expire;
11.5.2 in order to send commercial information at the provided e-mail address or telephone contact at the provided telephone number – for no longer than until the consent is withdrawn/appeal is submitted;
11.5.3 for bookkeeping purposes – until the day the financial statements for the trade year are approved;
11.5.4 for tax purposes – for no longer than for a period of 5 years from the end of the calendar year during which the tax obligation originated;
11.6. The Program’s Participant has the following rights, executed by contacting the Organiser via any communication channel:
11.6.1 access to the contents of its personal data by requiring sharing or sending a copy of personal data package processed by the Organiser;
11.6.2 data rectification of inaccurate personal data concerning the Participant
11.6.3 require deletion of its personal data; the Company has the right to refuse deletion of data in cases stipulated by law;
11.6.4 require limitation of processing of its personal data;
11.6.5 to object on grounds relating to the particular situation
at any moment – for the purposes of direct marketing;
11.6.6 to receive the personal data provided to a controller (in a structured, commonly used format in a machine readable form to transmit those data to another controller;
11.6.7 lodge a complaint to a supervisory authority.
11.7. The consents referred to in items 12.2.3 and 12.2.4 above shall be made by way of checking the appropriate fields on the application form during the process of registration for the Program or in the Participant’s account in the Program on the “Consents” tab. Consent can be revoked by the Participant in the scope it was granted. In order to do so, the Participant should log in to his or her account in the Program, open the “Consents” tab and uncheck the field for the given consent or contact the Organiser via any communication channel. The withdrawal of consent shall not affect the lawfulness of data processing which was made on the basis of the Participant’s consent before the withdrawal.
11.8. Provision of the data by the Participant is voluntary. Provision of personal data by the Participant which were indicated as obligatory is necessary only for the purposes of participation in the Program and to send to the Participant a message concerning current offer, information on promotions and services introduced into the market, organised events and competitions and special offers by the Organisers and its business partners.
11.9 The Participant’s data will not be subject to automated decision-making, including profiling.
XII. Final provisions
12.1. This Program and any obligations hereunder shall be governed by provisions of the Polish law.
12.2. Any disputes resulting from performance of obligations connected with the Program shall be settled by the court competent for the Organizer’s registered office.
12.3. In the event that any of the provisions hereof should be deemed ineffective by the court, this fact shall not affect the validity of the remaining provisions.
12.4. The English version hereof shall prevail for the purposes of their interpretation.
12.5. The Organizer’s and Participants’ rights and obligations have been set out only in the Regulations and the materials to which the Rules clearly refer.
12.6. To the extent to which these Rules provide for it, the Partners’ and Participants’ rights and obligations have been set out in the Partners’ regulations.
12.7. Any marketing materials concerning the Program shall be used for information purposes only.
12.8. The Rules are available on the Program’s website at the address lotbookandcollect.com
12.9. The personal data provided in connection with the Participants’ registration in the Program shall be processed in compliance with the Personal Data Protection Act.
These Rules shall enter into force as of July 10, 2025