Consumers & Products

In Poland, our service station network operates under the ORLEN brand in the premium segment and the Bliska brand in the economy segment. In 2025, we maintained our leading position in the Polish retail market, operating 1,964 service stations, up by 23 year on year.

The Stop Cafe 2.0 foodservice concept was rolled out at a further 100 stations, and by the end of 2025 was available at 1,425 ORLEN sites. Including all foodservice formats (Stop Cafe, Stop Cafe Bistro and Stop Cafe 2.0), our network had 1,924 stations with a foodservice offering. In 2025, gross margin on non-fuel products and services increased across all business areas: foodservice, convenience stores and car wash operations. The highest increase of 35% year on year was achieved on restaurant meals offered at motorway service areas.

In 2025, the number of active users of our ORLEN VITAY mobile app reached a record 4.7 million, while the number of transactions made with the app exceeded 12 million per month. We continued to develop the app, which included the launch of the ORLEN Charge module enabling users to manage electric vehicle charging at ORLEN stations. In addition, the ORLEN ID system was introduced, providing access to the ORLEN Group’s digital products and services through a single login and password.

In 2025, a new mobile app was launched for customers in the Hungarian market. Visually consistent with its Polish counterpart, the app was adapted to local needs and, thanks to its microservices architecture, can be easily deployed in other markets.

We also continued to develop advanced analytics, particularly in the area of managing personalised communication with VITAY scheme customers. Customers enrolled in the VITAY loyalty scheme generated 34% higher average monthly non-fuel margins in 2025 compared to non-members. The VITAY loyalty scheme was rolled out at other ORLEN Group companies, enabling customers of ENERGA Obrót and myORLEN sp. z o.o. (formerly PGNiG OD) to collect points for selected activities, such as granting marketing consents or activating e-invoicing.

In Germany, ORLEN Deutschland operates economy service stations under the STAR brand and premium stations under the ORLEN brand. As at the end of 2025, ORLEN Deutschland’s network comprised 605 service stations. The Stop Café and Star Connect foodservice concepts were introduced at a further 48 stations, bringing the total number of locations offering these formats to 294. The stations’ turnover increased by 12% year on year.

The number of electric vehicle charging points increased to 176. Construction also began on the first e-mobility hub in Elmshorn, where the company is headquartered.

In the Czech Republic, our service stations are branded as ORLEN. As at the end of 2025, our network comprised 446 stations, including 8 new self-service ORLEN Express sites. 2025 was the best year ever for our Czech retail business in terms of fuel sales: they increased by 5% year on year to the highest level in our history. The roll-out of Stop Cafe 2.0 continued, with further 9 stations upgraded to this format.

During the past year we also reported record-high results in non-fuel sales, which rose 7%.

In Slovakia, the number of stations operating under the ORLEN brand reached 99 as at the end of 2025, after the network was expanded by the addition of two new sites. Retail fuel sales on this market increased by 10% year on year. In 2025, we continued investments in upgrades and development projects in Slovakia. This included rolling out the Stop Cafe 2.0 format to additional locations, bringing the total to 32 stations in this format by year’s end.

In Hungary, at the end of the year the ORLEN-branded network comprised 139 service stations, 41 of which operated in the Stop Cafe 2.0 format.

At the end of 2025, ORLEN Austria managed a network of 263 stations under the Turmöl brand. The network is positioned in the economy segment and includes 67 sites offering the SPAR retail concept and electric vehicle charging points.

At the end of 2025, we had 30 service stations in Lithuania, all of them offering the Stop Cafe concept.

The ORLEN Group is active in the retail gas trading market through myORLEN (formerly PGNiG Obrót Detaliczny). whose business includes mainly the retail sale of natural gas and the provision of customer service to retail customers. myORLEN specialises in the sale of natural gas sourced on the Polish Power Exchange (POLPX) and under a bilateral contract with ORLEN, as well as compressed natural gas (CNG) and liquefied natural gas (LNG).

In 2025, the company continued to expand its portfolio of energy products and ancillary services, with a view to enhancing competitiveness and building a comprehensive offer for business and individual customers. This included the sale of electricity, the development of value-added services and ancillary products, the Pomocna Ekipa (Handyman Squad) 24/7 handyman service, the Pakiet na zdrowie medical services package, heating appliances, renewable energy sales programmes, energy audits and white certificates, ORLEN fleet products, and a multi-product account. These efforts confirm myORLEN’s strategic direction towards becoming a provider of end-to-end energy solutions and related services that respond to market needs and regulatory changes.

The key projects implemented in 2025 included strengthening digital channels and further digitalising customer service, as well as developing online sales and digital products.

As at the end of 2025, myORLEN had a customer base of over 7 million retail customers, i.e. households purchasing high-methane gas. The company also served more than 250 thousand business customers, nearly 60% of whom were not subject to tariff regulations. In 2025, myORLEN acquired over 137 thousand new customers.

Customer service was provided directly through 128 Customer Service Offices, remotely (by phone, chat, email, eBOK and mBOK platforms, text messages and correspondence), as well as through AIbased solutions, namely a chatbot (website, eBOK and mBOK platforms) and a voicebot (helpline). In 2025, the company handled a total of 21.9 million interactions through these channels, of which eBOK/mBOK accounted for the largest share (72.7%), followed by the helpline (15%). At the end of 2025, the number of active eBOK platform users exceeded 4 million.

In 2025, we launched electricity sales to business customers, marking an important step in diversifying our product offering and building market position in the segment of comprehensive energy services for businesses.

In the LNG segment, key customers in 2025 were large industrial companies using regasification facilities in areas without access to the gas network or where existing connection capacity was insufficient for their operations. Other customers included transport companies using LNG for heavyduty road transport. Over the 12 months of 2025, customers collected more than 652 thousand MWh of LNG, and 11 LNG sales contract were entered into with businesses.

In the CNG segment, gas was sold through 39 public refuelling stations (including 2 L-CNG stations offering both CNG and LNG) as well as 2 on-site stations dedicated to specific customers. The largest consumers of CNG are urban transport providers and waste management companies. Fuel sales at CNG stations exceeded 322 thousand MWh.

At the end of 2025, we operated the ORLEN Charge network comprising 1,291 electric vehicle charging points in Poland. During the year, modern multi-bay fast-charging stations were commissioned, featuring eight charging bays and based on the dynamic power-sharing technology, with charging capacity of up to 400 kW per point.

The new stations allow eight vehicles to be charged simultaneously, with peak output per bay of 200 kW even at full occupancy. The smart dynamic power-sharing system automatically allocates energy between vehicles, reducing charging times and supporting even the most demanding electric vehicle models.

In parallel, we rolled out the network of standalone stations, where two vehicles can be charged at the same time at up to 200 kW, using the same technology. In 2025, the volume of electricity sold via ORLEN Charge chargers in Poland increased by more than 70% year on year.

Electric vehicle charging infrastructure was also expanded by other Group companies. ORLEN Austria operated 119 charging points, while ORLEN Deutschland had 176 charging points.