PLAY

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.

✅ Trip Verified | Flew home yesterday from Paris to Boston, because I didn't get my boarding pass emailed to me until after the flight left, AGAIN, I was forced to wait in line at CDG for well over and hour. I went through the security check only to stand in a line to wait for a bus, the bus brought us to the plane and we had to wait on a hot bus, we got to a hot plane with no air conditioning only to wait again for the plane to be refueled. The flight attendant had to open the middle door in order to get air into the plane. Leaving Reykjavik we had to wait going to the runway for some reason unknow to us, the explanation was given but it make no sense what the pilot told us. Then off to Boston. We had trouble hooking up to the jetway, the plane lost total power with no air conditioning running and only emergency lighting. The people asking for boarding passes at Reykjavik were ridiculous, four of them standing beside each other all wanting to look at our boarding passes, and everyone of them had to look. Carry on baggage had to be measured every time I passed the counter. Just by looking at my bag and the tag from the previous flight should tell you it would fit. It's all too much! No entertainment on the flight, no WiFi, and water at 3 euros a bottle is ridiculous. I'm safe to say I'll never fly play again.

✅ Trip Verified | Never ever again. Terrible airline. They don't give couples seats together even when booked at the same time months in advance. It's a money grabbing scheme to get you to pay hundreds more when you check-in and discover you are not seated together. Very despicable treatment. Even when it was explained that I have a severe fear of flying and needed to be with my husband for safety reasons. The no frills, no wifi, etc was expected but not this. Not a good approach for an airline new to Canada. Underhanded and dishonest to take advantage of seniors.

✅ Trip Verified | Terrible flight of all the time! It is now 1:05pm in Paris, the departure time to Iceland was 12:30pm, we are still waiting, my connection flight to Washington is 35 min after the initial arrival, I already missed it! Same thing happened when I was coming, I had to stay in a hotel gor 2 days paying for my own lunch and dinner. Same thing is going to happen again.

✅ Trip Verified | I just wanted to thank Play for being one of the most family-friendly airlines I have seen. We travelled with twin toddlers (& 2yr old) to Europe (two flights, 12 hours total with about 2-hr connection). The crew was unbelievably helpful. Few examples: they allowed us hang out at the back space - service prep area. They arranged to use empty seats (the tickets were booked in same row, but seating of two infants with 3 adults is not allowed due to oxygen mask limitations in any airplane). The flight attendants even offered to hold/rock the babies for a while during the inevitable melt downs and they offered tips on how to deal with them. All other aspects were as expected: on time planes, easy check-in, no problem with bags (we had paid online). We also checked car seats and a stroller and the stroller can be checked at the gate. Everyone was super-polite and very nice. The airplanes were clean and everything was great. Obviously the lack of entertainment (e.g., screens) and not having free food and drinks are not issues when one travels with babies on lap, as there is no time for any of this and the babies need a lot of work when not sleeping. As a matter of fact, it is much better to bring own entertainment when traveling with kids. We ordered food, beverages, coffee etc and the prices were reasonable. I recommend Play definitely for families with infants or toddlers, and for everyone else. I understand the comments that one needs to be prepared (in terms of screen/electronics needs etc), but again the food and drink choices are great and inexpensive. Quite frankly, it is way cheaper to buy food on the plane than anything from the post-security stores at Boston Logan and take with you on plane. Finally, I recommend to add bags online before the flight (along with car seats, strollers etc). We did that and the check-in process was so easy and the agents were so friendly. We also had to ask a couple of questions before the flight and the Facebook-Messenger platform responses were so fast. Keflavik airport is beautiful and people are so friendly. Passport check etc was very fast, which is very important when traveling with little ones. There was a security guard who informed us that there are free strollers available, which we used and our toddlers had so much fun with. Fellow passengers were mostly understanding and would even try to engage the little ones from time to time. Definitely there were people who felt annoyed and gave us some stares, but overall these reactions (both positive and somewhat negative) are expected. Overall, the experience was really great despite the challenges associated with traveling with toddlers, we will fly Play again and I definitely recommend Play especially to families with kids.

Not Verified | My family of 4 booked a trip to Paris on June 22, 2022 via eDreams. Unfortunately my husband and I had COVID and had to cancel the trip on 04/14/2023 via eDreams. The total cost of the airfare including bags and seats were: $2,789.16 for all 4 of us. I received a response from eDreams on June 8,2023 saying that PLAY has refunded me the amount of $1975.97 directly via my Credit Card on 04/15/2023. With that in mind, I went online and checked all my credit card statements. I did not see any refunds with the amount of $1975.97. I called my credit card company to confirm and spoke to a representative and the representative confirmed that they have not received any refunds from PLAY nor eDreams. At this point, I decided to send a customer complaint to PLAY stating that I have not received any refunds from their company. I received an automatic reply from PLAY on June 11, stating the following: Due to a high volume of requests, we may take up to 6 business days to respond to a regular service request and up to 6 weeks to respond to a claim request. If you have an urgent inquiry, you can contact us on Facebook Messenger, and we’ll assist you from there. As I was asking for a claim request; 6 weeks from June 11th is July 16th. I did not receive any email communications from PLAY on June 16th till today August 09,2023. I also tried reaching out via PLAY's Facebook Messenger on 08/07/2023. The rep wanted to confirm my credit card number. Which I did. It has been a total of 1 month and 4 weeks of business days since June 11, 2023 and no response from PLAY. If you are reading this review and you have another option for another plane company to reach your destination, use the other company. You'll be thankful in case you have to cancel your trip. I will never use use PLAY again.

✅ Trip Verified | My boyfriend and I recently flew from Europe to Washington DC with a stop in Reykjavik. We had never heard of PLAY before but decided to give them a try because they were cheap and new. When we arrived at Reykjavik for a 1.5 hours stopover, we were told that the flight to DC had been replaced and we had to get new boarding passes. We (and many other passengers) ran to the service desk only to find out that they had separated us. I told them that we had paid extra in advance to choose our seats so that we would be sure to sit together in the long haul flight but they said too bad. After boarding several people had the same seats and people were standing up trying to find anywhere to sit. Looking through the other reviews on this platform, I can see that this seems to be a recurring problem for PLAY. When we got to DC they had lost our luggage in Reykjavik. We waited 2 days without any word and then on the third day luckily the luggage was suddenly delivered to our hotel. We had to shop for replacement clothing and toiletries and when we made a claim after they told us you can only claim USD 100 per person. In their response they said that we could have rented clothes instead of buying. I don't know where you go and rent normal clothes and shoes so I replied to their customer service representative that perhaps they should give this advice in advance and also on where to go a rent clothes in a strange city. Moreover, they said that we should have brought necessary extra clothing in our hand luggage - bearing in mind that you also have to pay extra for carry on luggage! This response is so absurd and the only really positive side to it is that I now get to show this email to friends who can then have a good laugh. All in all, PLAY feels like a discount airline with no on air entertainment or even water and we will most likely not be flying with them again. I do not expect a helpful response from PLAY as I have read their comments to the other reviews on here which seem to be very standard and insincere. I am writing this review because this is a new airline that I had not heard about before and I want to warn other potential passengers.

✅ Trip Verified |  Horrible. My plane was one of several delayed due to a rainstorm. There were at least 2 other flights from Baltimore and Washington that also missed their connecting flights. Most of us missed our flight but less than ten minutes. I’m not complaining about that, I get it missing a connection sucks, what happened after though is the most painful experience of my life. We were told by the staff to go out and wait for a representative by baggage claim. That they would help us with new flights. There is no one. We realize this pretty quick and try to connect to PLAY. They have no phone number. There is no way to get a response. We even tried DMing them on Instagram. Nothing. Not from email, not from Facebook messenger not from their AI service bot. And we wait for 4 hours before someone finally comes and tells us that no one actually work at this airport from PLAY. Of the 250 people waiting half got an email that their flight had been rebooked. We never got a email to this day saying our flight was rebooked. We had to pay 700$ for a new one. We had to go on to rebook a new flight, stay the night and pay travel expenses( it’s about 80$ for a taxi in Iceland). In total about 1,200 spent because of this. Now here I am a week later no refund and I just got an email response asking if anyone had reached out to me yet.