PLAY

✅ Trip Verified | After having completed the first leg of my flight from Boston to Reykjavik, I was wrongly denied boarding on my onward flight to Berlin. I was pulled out of the regular waiting line to have the dimensions of my carry-on luggage checked. The person checking the lines before the check-in station told me to put it into a special box for checking the dimensions of pieces of luggage. This had been the third time in a row that Play intercepted me and other passengers in Reykjavik en route to their final destinations to check the dimensions of my luggage. On the previous two occasions, I had passed this test without problems with the same carry-on roller that I had used on all my flights for several years. However, this time Play had apparently changed the box for luggage measurements, as one of the people at check-in confirmed. Another lady who checked in passengers at the check-in station demanded immediate payment of 80 Euros. I noted that other passengers were also distressed, and one fellow passenger left her little suitcase roller behind, leaving the airport employees from security and at check-in in a state of disarray as they did not know what to do with the pieces of luggage that people had left behind because they were unable or unwilling to pay. The situation was chaotic and felt unsafe. I pointed out to the lady at the check-in station that the same piece of luggage had passed inspection by Play Airlines twice before and that this must be some kind of mistake. She refused to hear my argument and insisted on immediate payment with credit card. I told her that I wanted to talk to her supervisor. She told me she was the supervisor. I then told her that I wanted to complain about her decision to Play Airlines and wanted to write down her name. She turned around her ID tag so that I could not see or record her name. She claimed I had been rude to her. I offered to pay the 80 Euros to let me board the airplane and I would follow up with Play Airlines later. However, she denied me boarding despite my repeated assurances that I was willing to pay the 80 Euros in front of security personnel, who were also present at the counter. While boarding was ongoing, I contacted Airport Police around 5:50 am, who said that this incident was outside of their authority since it was a private contract between me and the airline. I then was able to locate another Play representative at the service desk in the same terminal (I think it was D). She told me to write a WhatsApp message to Play Airlines. I wrote the message but received no timely response. Since I had urgent business to do in Germany, and since there were no other Play Airlines flights going out to Berlin, I booked a flight with Iceland Air and was able to continue with my journey with a delay of 11⁄2 hours but was forced to pay for the ticket. Play Airlines did not reply to me until a few hours later by WhatsApp (see WhatsApp protocol) and refused to reimburse me for the ticket. They claimed that complaining to the airline constitutes rude behavior and therefore the lady was within her rights to deny my boarding. Beware of ground personnel and complaints. Inexperienced staff, random selection of people from the lines at check- in who are squeezed for $.Possibly profiling passengers based on accent and nationality and take out their frustrations. Low-cost airline - good start but getting greedy and quality deteriorating.

✅ Trip Verified | Boarded by bus on an distant location, A320N on a very good condition, crew was young people friendly and eager to help passengers to place carry-ons to the bins. Legroom was tight, I was lucky my next seat was left empty and the flight was barer able. We departed on time. 20 min after departure they served coffee (no free) and 3 hours within the flight, they served lunch from Buy on board Menu. Flight was 95% full and almost all passengers transferring to North American destinations.

✅ Trip Verified | Flight OG700 from Keflavik (Iceland) to Berlin (Germany). When boarding, (a group consisting of 6, thereof several minors) the service desk person (attendant) asked us to show our boarding cards. This turned out to be tedious because we had more than one booking reference. And because we had done the check-in procedure online, we had the boarding cards in our email (not printed). The attendant ordered us to get off the queue and to gather together as a group. She then requested my wife to check whether her personal item would fit in the corresponding metal frame. Though I had measured this cabin suitcase at home (thought it would fit), the wheels would not fit by less than 1 cm. She demanded us to pay 80 Euros at the boarding gate, otherwise she would refuse us to board the plane. I think that this behaviour speaks for itself. 1. We had obviously not intention to betray the flight company (since actually the body of the case would have fit) 2. The percentage of the violation of the flyplay regulation does not correspond to the amount demanded. 3. Obviously it was the personal decision of the attendant to ask for this amount, therefore the decision came from her arbitrary mood at this point of time. I will remember this incident as an arbitrary abuse of "power by authority" and the absence of tolerance. My guess is that I will rather book our next flights with Icelandair instead. Cabin staff were very friendly, but this could not make up for the enlightening occurance which we had at the gate.

✅ Trip Verified | flight with snacks and coffee. Check in easy. Communication very good on flight. Seats recline and are okay. Toilets were kept clean. Will fly them again.

Not Verified | I flew with them in Dec 2023, I was stuck in Reykjavík because I missed my connecting flight to Washington. They sent me an email saying I can book stay and rescheduled me on a flight next day. Long story short they were supposed to refund me the money, now the interesting part is their customer service team responds to me (I have 5 emails) saying they cannot contact their own claims team and that they cannot help me. The best part is when you force them to respond they keep coming up with terms like "Several weeks", then when you stress further they start responding "8 weeks" then they start telling you from which point they count "8 weeks" and the clock to 8 weeks is reset every time your claim is shifted to a new department. To be honest now I have started enjoying this, you should try them, haven't had such mind boggling replies from any customer support team ever. They keep responding whatever they want, it shouldn't even be called customer support.

✅ Trip Verified | This is a fairly new airline from Iceland. It's a low-cost model meaning that you pay for everything, either in a bundle, or separately. They have no in-flight entertainment so bring your own. Some planes don't have phone/device chargers. What they do have is a friendly crew and comfortable seats. I've used them twice now, once in 2023 and again in 2024. All flights were on time and problem-free. Some reviewers slam them for the low-cost model but if you understand what you're getting and plan ahead, this is a great airline that will get you where they fly at a significantly lower cost than other airlines. On the segment from KEF to BWI we were in the front third of seats that had extra leg room and a table strapped into the middle seat to make it unusable and allow for the aisle and window passenger to have extra room. I hadn't expected that but it was a nice surprise. Some planes have phone chargers and so don't so be prepared.

✅ Trip Verified | In December 2023 we booked a return flight for the whole family from Germany to Iceland for our planned family vacation in August 2024. On March 3rd we were informed that all our flights were canceled. So we could choose between “an alternative flight” or “full refund”. However, since no alternative flight was available, we opted for a “refund”. PLAY promised a refund within 3-5 business days. Now 10 days later we are still waiting for our refund. Conclusion: This airline does not work and is not reliable. They are neither able to fly a plane nor able to issue the refund with an acceptable delay. I strongly advise against using this airline.

✅ Trip Verified | I made a trip from Boston to London Stansted with a short layover at their hub in Keflavik, Iceland. I was very happy with their service and everything went well. For my round trip, I took a total of four flights with them: two in each direction, connecting in Keflavik. Every flight took off close to on-time and landed on-time or early. The crew seems organized, efficient, pleasant and friendly. I was worried my luggage would be mislaid in Keflavik, but it connected with me in both directions and arrived safe and sound, as did I. There is no in-flight entertainment provided. You need to bring your own entertainment. Food is available for a modest cost on the plane, but in my opinion, the food was not very appealing and not very healthy. I recommend bringing food and water with you if you don't like junk food. My planes between London and Iceland both had USB ports that would allow you to charge a device. The planes between Iceland and Boston did not. I was glad that I brought my external backup battery. The airline does charge for both checked and carry-on luggage, but I didn't find the charges excessive. If you pay for a carry-on, you get priority boarding. At one point before my trip, I had some questions for the airline. They do not offer customer service by phone. However, they do offer it via WhatsApp chat. The chat agent was immediately responsive and helpful. He or she was clearly a live human being, not a bot or AI. The communication was at least as satisfying to me as any phone conversation with an airline rep. Bottom line: PLAY offers cheap and efficient no-frills service across the Atlantic. If you just want transportation to your destination, they offer a cost-effective service. If you want extra attention, tasty food, and other frills, you may be disappointed. I don't need those things and was very satisfied.

✅ Trip Verified | Flying with Play was an absolute disaster. Had a flight on 22nd Dec from BWI scheduled to arrive in FRA on 23rd at noon (via KEF). Flight from BWI was somewhat delayed, but made it just at “Last Call” to my connecting flight. Play, however, denied boading and unilaterally rebooked all passengers with that connection to 24th December. There was no customer service, no one informed us about accommodation. Just an email asking you to look for accommodation yourself and they will reimburse up to 150 euros. Flight on the 24th was delayed by 3 hours of course. Also my reserved and paid seat in front was gone and they didn’t even think about apologizing whatsoever. Now the worst part: I handed in all receipts in early January, but Play is - contrary to their email - refusing to reimburse me for the costs for the hotel, taxi and food, because I also filed a claim for compensation a third party (which has been denied anyways). These are two different things under EU law, but I have the feeling they don’t even read the emails you send to customer service. Play’s customer service is horrendous and non-existent at KEF airport.

✅ Trip Verified | I purchased a seat online, then they changed the airplane, so they transferred me to a seat occupied by others. So I have no choice but to seat somewhere and I am asking for a refund but they have this rules. The hassle, the stress, they don't care. Wont be flying with this horrible airline. Imagine paying 800 dollars for a no entertainment, delayed, no food airline.