We were delayed for over 2 hours at Pearson airport and almost missed our connecting flight. The staff was rude and provided little information or false information. Many lost their connecting flights to other destinations. We lucked out by making our flight within 30 minutes. No self-checkin on the return trip (why?) and the plane was so full that many people including us did not get to sit with our partners or families. We waited in line to ask questions and we were skipped as people behind us were asked what they needed. Very backwards and rude. To top it off our baggage was carry-on and fit in the cabin on the way to our destination. On the way back because we had to check-in at the front desk we had to check-in our bags even with the weight restriction. They deemed the size was too large yet mine was a squishable duffel bag. On our return my partner got her bag but mine was lost. 4 days later after headaches and many calls and no information from LOT I find that at Pearson airport my bag will be on the next flight. I just hope all contents are intact. This is unacceptable and I will never ever fly with this airline again in my life. The customer service is non-existent or it is rude, useless and full of lies and confusion.