PLAY

Not Verified | It's very bad experience to fly with PLAY. PLAY plane was delayed that day so that we missed the connection plane and in order to catch up our trip, we purchased the different airline ticket to Paris (since PLAY didn't provide airplane for the same day). After our whole trip we requested refund from PLAY. The Claims Team of PLAY were so horrible. They never paid attention for what you had to say and not provided you any details of refund items. After back forth more than 20 emails, we finally knew what part we got refunded. In a word, we will never take PLAY again.

✅ Trip Verified | Interacting with PLAY wasn't a pleasant experience, which began in June 2023 for a July 2023 flight to Paris, when I needed to speak with a customer service rep concerning a ticket issue and could only communicate with someone via Facebook messenger. And then my departure at BWI wasn't the best experience either. The PLAY staff members who checked the luggage and who took the boarding passes was very unprofessional, yelling on the intercom to tell passengers that they better give her the correct boarding pass to KEF Reykjavik, the connecting flight. The flight was delayed for no apparent reason; it wasn't raining on July 12th. The seats were cramped, and there was no air conditioning on the plane. Because it is a no-frills flight, water, food, and snacks were for purchase. There was no Wi-Fi, not even for purchase. Family members who I traveled with were shocked to have to pay $100 for luggage on the return flight, when it was the same exact luggage they came with, fulfilling the weight requirements. And again, for the flight returning to BWI, via KEF Reykjavik, was notoriously late, which meant rushing to get on the connecting flight to BWI. There was no type of organization for passengers to board the flight ... just a bunch of people crowded around each other. And it was hot on the plane, again. I shared a review on PLAY's Facebook page and it was deleted. This is an airline that I won't be using ever again. I prefer to pay more for professionalism, superb customer service, and comfort on a plane.

Not Verified | Flight was good. Wasn't expecting a lot of frills and wasn't disappointed. The thing I do take exception to is the handling of my luggage. They smashed off three of the four wheels off my luggage and took a chunk out of one of the corners. Now they say it'll take 3-4 weeks to hear anything. Very poor customer service. Spirit of Iceland.

✅ Trip Verified |   I missed my flight, that was the first time I ever missed a flight. This was the worst airline for that to happen. They don't have any services at the IAD, and I had to do everything online. They don't reschedule your trip. You have to buy another ticket. They only refund taxes, not the whole ticket. The next day I was trying to check-in and the website was down. If you are trying to be online only, your website must be bulletproof, like aa.com or delta. I was looking for a overhead space and asked the flight attendant for help, she screamed at me to put my bag in front of me. Any other airline, the attendant would have started opening bins to help me. I can't believe you are online airline with no APP.

✅ Trip Verified | Due to my anxiety and panic issues, I always choose to buy seats that ensure I'll be sitting next to the person I'm traveling with; it's a way for me to feel secure. However, upon boarding the plane, I discovered that the seat I had purchased did not exist – it simply didn't exist. PLAY, without consulting me, arbitrarily changed my seat to some random location, separating me from the person I was traveling with. As expected, I had an anxiety attack and had to take an anxiety medication to calm down, which ended up ruining a day of my vacation as I had to recover. Anticipating a similar scenario, I checked the seat assignments for my return flight and once again, contrary to the layout presented, the seats I had purchased were not next to each other. In this case, I had to buy new seats again to achieve my initial goal. In response to my complaint, PLAY referred to their terms and conditions, where they reserve the right to "assign or reassign seats at any time, even after boarding of the aircraft. This may be necessary for operational, safety, or security reasons." They refused to refund the value of the outbound seats, claiming that they had been changed to seats of higher value (completely ignoring the fact that they separated me from the person in my reservation). They only refunded the value of the return seats but claimed an exception. If PLAY can't guarantee the seats they sell, then why do they sell them in the first place? Let's imagine it was a minor child and a parent; would they also be separated? To what extent is what PLAY claims legitimate when they disregard personal well-being?

✅ Trip Verified | I purchased a ticket to fly roundtrip from Washington to Paris, through Reykavik in September 2023. My flight leaving Washington was delayed due to weather and I missed my connection to Paris. I was auto rebooked to fly the next day to Amsterdam, instead of Paris. So, I was left to my own devices for finding a hotel, and getting transportation to and from the airport to my hotel. Play airlines does not have a human providing customer service or guidance for these situations in Reykavik airport. Upon submitting my receipts for reimbursement, I was informed that I would only be reimbursed for the cost of public transportation to my hotel. I used a private group bus service which was around 60 euros. When researching a train from Amsterdam airport to Paris, the first two trains available were sold out, and I had to wait 3-4 hours for a train with seats, which cost 169 euros. Similarly I was informed I would not be reimbursed for the full cost of the train. In the end, I was informed that I would be reimbursed 256 Euros. Of that, by law 150 euros would be attributed to my $220 hotel. When I asked for a breakdown of how they arrived at the full figure, I did not receive a response. When I decided accepting 250 euros reimbursement, might be the prudent course of action, I still have yet to receive a response, or a refund on my credit card after a week of follow up emails. PLAy provides bare minimum style transportation to and from Europe. They have next to no public facing customer service at Reykavik airport. The non-responses to my reimbursement claim makes me think that there is a ponzi scheme lurking underneath the bright red planes they fly.

✅ Trip Verified | I had a great flight and value on Play Airlines. The young energetic flight crew was great and the everyone from the captain or the flight crew spoke English. My wife and I 6 hour flight went fast both ways across the ocean because we downloaded movies from Netflix. Both Play aircraft were A320 and looked like new planes. I loves that the plane had USB chargers at the seat. Life saver on watching a movie or charging my iPhone. We had the right size bookbag and 1 proper size luggage to carry on and a 1 proper sized bad for stowaway luggage. Play weighed our luggage and glanced at the size of our carryon, personal and stowed luggage and never said a word about any of our things. I did see some people that were unprepared, cost them plenty of money and didn't follow the rules. $100 charge Bag oversized so avoidable, was expensive also. I can't wait to go back to Europe on Play again at so much cheaper of a price than the other airlines. My experience on Play was great because I followed the Play Airline rules.

Booking budget airines has become absolute bs. You think you're saving money and then boom, you have to spend 50 bucks in the airport to bring snacks on the plane because they don't serve you anything on the plane (for free), even a 6 hour flight. No water or coffee or anything, and obviously the food and drinks are expensive as shit on the plane. 5 euro for a shitty coffee. I had nothing but a backpack and they charged me 90 euros at the gate to carry it on, even though it fit in the box they told me to put it in. Some straps went over a blue line... straps. But so did the girls hard sided suitcase behind me, yet they didn't charge her. 90 euros, are you f-cking kidding me? Its a soft sided backpack and could have easily fit under the seat in front of me. Might as well spend the extra money on a flight so you don't get smacked with bogus extra charges. $300 for a 6 hour flight plus extra 90 euro for having a packback, where you receive nothing except a sore neck. Doesn't seem worth it. Just pay a little extra for a better flight.

Not Verified | At Keflavik airport for flight back to NY, flight showed delayed. Passengers for a full plane were waiting at the gate, the Play employees had no idea what was going on. The security people were rude and intimidating. The plane we were waiting for hadn’t even arrived yet, and we were told to line up for boarding! Why? We stood and waited for almost 2 hours before boarding started!!! Planes were cheap inside, no leg room. Do yourself a favor, pay a higher fare and do not fly this airline!

✅ Trip Verified | This airline has no customer service worth speaking about. Its web site is a disaster and contacting them with any kind of problem is something out of the 19th century. They have no telephone number - none. Speaking with a person is impossible. They only have virtual representatives that take complaints and respond via email several days later. Changing or correcting anything through their web site is a veil of tears. It's hard to gauge what management at the airline envisions for its future. The basic fares are cheap, but everything else - seats, baggage, food, drinks, flight changes - costs money. I think I spent $30 dollars or so on my one flight for a drink or two. But this is the strategy they are pursuing: cutting costs means no margin for error. Save yourself some grief and go elsewhere.