PLAY

✅ Trip Verified | This airline has got to have the worst customer service I have ever experienced. I purchased cancellation protection. We decided to go to Paris as well which we booked on IcelandAir. I made the mistake of booking a flight on Play going back to Keflavik to catch my original flight on Play back to Stewart. I purchased insurance as well. Ì assumed I would be able to get the bookings merged into one or have both flights turned into a credit to rebook as one booking but at every turn I was told we cannot do that. I decided to use a different airline to get to Iceland and Paris. Play has no customer service number to speak of to contact with problems and the contact via email or chat feels scripted or worse an AI. At the end of the day once you pay for luggage and everything you will only wind up saving a few dollars. Save yourself a headache and fly with anyone else even a cargo shipment. I would give them a zero if I was allowed

✅ Trip Verified | This airline is not "budget" or "economic". The extra cost comes in on long flights and depends on how fast you dehydrate and get hungry. Not even tap water is complimentary but you may ask for a cup of ice and if the attendant you ask is nice, they'll put hot water in it. Otherwise you best bring a huge water bottle. No WiFi, No entertainment, period. As for leg room, if you're 6' or over, expect none. DO NOT EXPECT ANY NORMAL INTERNATIONAL FLIGHT COMFORTS. Customer service is atrocious. In my case, I was told my flight would be delayed or canceled approximately 1hr 30 min before their customer service hours ended. They fail to realize that some people want to enjoy their vacation instead of check their phone. When you do need help, They will send you in circles from their Chat Bot, to the check in desk, to an airport info kiosk, back to the chat bot. I do not yell at anyone, especially not workers trying to do their jobs. Not before, or even after they take my picture and threaten to call the cops on me for wanting to speak to somebody that can explain the circular policy of their airline and it's misleading practices. I will never fly with this company again.

✅ Trip Verified | It was fine. Very, very no-frills, and when the person in front of me put his seat all the way back I had mere inches between my nose and the seatback. I was really grateful to be able to make it to Dublin from New York/Newburgh for less than $300 as someone with a lot of family in Ireland and not a lot of money. I downloaded a few hours of shows on Netflix, brought snacks, a reusable water bottle, and a portable charger (although all four of my flights had USB chargers available). I had a very good experience with PLAY traveling solo in my 20s without checked baggage. I probably wouldn't recommend this for families, if you might need to rebook, or people who think they're the main character of each plane they board. No, there's no Wi-Fi, but I downloaded and watched most of season 3 of Seinfeld and had a nice Tanqueray gin and tonic onboard with the money I saved.

✅ Trip Verified | It would have been better taking Ryanair or Easyjet to USA. The worst airline ever flown and I travel every month for work all over the world. No in flight entertainment for long haul flight. No water, no snacks. You pay for everything except the air in the cabin. I will definitely not be repeating the experience.

✅ Trip Verified | My flight from Paris CBG was delayed due to a medical issue, which I understand was not preventable. However, all passengers were told to get our baggage back only at KEF, and we would make our connecting flights once at KEF. 10 minutes before landing, we were informed that all connecting flights had departed. Upon landing at the airport, not a single representative was available to speak to passengers. Half got emails with hotel accommodations/buses. I did not receive a single communication from Play. Not one message. I did not have a hotel room or ride from the airport. I could not contact anyone as the customer service was 'overwhelmed.' Passengers from the flight were wandering around the airport with nowhere to go. Many passengers went to hotels which were already overbooked. I ran out of my medication and was in physical pain for over 24 hours as I was already on my last additional dosage. I could not contact a single person and could not afford to get a different flight or hotel or accommodations, as I am still negative on my credit card bill. This entire issue could have been preventable if we were not A) told we would make our connections (despite an email saying we 'may' miss our flight, B) we were told we could only get our bags once at KEF (half the bags did not even show up) C) received some sort of direction or accommodation (I received not a single message.) D) were informed what flight we would be on the following day (I had to guess and went to the airport hoping I could get on the next flight.) I have screenshots and recordings for every piece of information stated. I have sent over 12 service requests through your portal. I have commented on every social media site and will continue. I have never been so frustrated in my entire life. I am a college student who cannot be out of hundreds of dollars for '6 weeks.' Furthermore, I just want a response, with some form of information. This is beyond upsetting and continues to get worse each passing day.

✅ Trip Verified | Play is a low-cost airline so the tickets are fairly cheap, BUT the only thing included in the price is one personal item, like backpack which have to fit under the seat in front of you. When you have added extra luggage, the price is not so low anymore. We were a couple traveling to Tenerife from Keflavik with three kids from 5 to 11 years old. I had heard from others that even though all the tickets were bought together, you couldn't be sure that you would be seated together. So I added extra cost by buying seats. The check in process in Keflavik is great! You can choose self-check-in, and then you can also check in your luggage and don't have to wait in line at the desks. The aircraft is pretty basic (and low-cost). There is no tv's or entertainment, WiFi or anything, there are also no USB-ports for charging. Which I knew before, so I fully charged 3 travel chargers and had downloaded some movies on Netflix for the kids. The seats are comfortable and I really liked the foot space compared to other low-cost airlines. The menu on board is pretty basic, I recommend the baguette. The staff was friendly and kind. Overall, the flight experience was good - but Play being a low-cost airline, might reconsider their high prices for any extra luggage. It has been constantly going higher, and if the price in the end is at the same level of other airlines (not low-cost), people will rather go there and get a little extra on board etc. for the same money in the end.

Not Verified | Terrible experience. I’ll never fly with PLAY again. Our return flight on 11 February 2023 from Paris to Baltimore was to have a brief layover in Keflavik, but weather caused a delay. The delay then became a cancellation, which then became a delay again. Our departure went from 1130 to 2230 on Saturday 11 February 2023 as a result. After navigating the options provided to us we decided to accept the delayed departure, but because of the earlier cancellation, we had already booked with PLAY to depart on Sunday 12 February 2023 at 1130. We cancelled our taxi, had begun looking for a hotel near the airport, made arrangements for the care of our minor child who was at home in America, contacted our employers of the change and requested extra time off from work. All of this was for naught when the flight was merely delayed 11 hours. This required us to check out of our hotel, arrange for our luggage to be secured by them, schedule another taxi and spend extra time and money in Paris until the 2230 departure. At no point was an updated itinerary sent with the new time, nor were we sent an electronic boarding pass. Upon checking into CDG airport in Paris we were given our boarding passes to Keflavik, but no information regarding our next flight from Keflavik to Baltimore. No boarding pass, no explanation or departure time, no information from any employee at the PLAY terminal or from the flight crew while in flight or on the ground. We weren’t advised of where to go or what to do next. After landing in Keflavik at approximately 0300, we determined through a search that there is only one flight daily from Keflavik to BWI and the departure time was 1515 hours; an unplanned layover of approximately 12 hours. With no hotel availability, my wife and I spent 12 hours trying to sleep on hard wooden benches with all of our luggage piled around us. After showering, dressing and departing our hotel on Saturday we would now be faced with wearing the same clothes and no chance to shower till we arrived home over 36 hours later. We could not check into our flight from Keflavik to BWI until 1215; so we stayed close to the terminal that airport employees told us would be opened by PLAY personnel eventually. Passengers filled a “roped” off section near the kiosks where the PLAY check-in would take place. An employee told everyone inside the “roped” off area that they would need to move to a different “roped” off section which chicaned to 4-5 PLAY check-in counters. Passengers asked why they couldn’t just stay in the line and go to the counters. Her response was, This is not the line. The line is here, so you’ll have to go to the other line (not quoting, but words to that affect). This caused people to start ducking under the “ropes”, dashing around cordoned off areas into the other area or those of us who were outside to make our way into the designated area. There was no thought or consideration given to those who had been standing patiently waiting for the customer service counters to be opened. The bond female, then left and there we only two booking agents to deal with the throng of passengers waiting to check in. With 4-5 available “counters” there were only two customer service agents working. We were fourth in line and it took us 45 minutes to check in for our flight. Terrible experience, but no I know to never fly with PLAY again.

✅ Trip Verified | PLAY delayed my luggage for two days. The clothing and incidentals I had to purchase they are trying to kick back as further use. In other words, I was supposed to wear the same underwear, socks, shirt, pants, not brush, my teeth, etc. etc. for 36 hours. They also suggested I should have rented my clothing. Are you kidding me? Additionally, they blamed me for not carrying on a bag (which they would have charged me $50) even though I was checking an empty bag for work I was performing in Iceland the next morning. Are you kidding me? Blame me for checking a bag two hours in advance of a nonstop international flight? They also charge you for water in flight. I will never fly them again. I take pity on anyone who flies them.

Not Verified | Unethical practice, and worst 'customer service' (if you can call it that) ever! We booked tickets to Paris via Iceland, and specifically purchased two aisle seats across from each other. Neither of us wanted to get stuck with a middle seat on a long flight. Play Air switched out the aircraft on the KEF-CDG and CDG-KEF legs, but didn't bother to tell anybody. They kicked us into middle seats, and declined (after several pleas) to refund the money that we paid for the original/specific seats that we had been bumped from. It was near impossible to reach them, as there are no contact phone numbers and/or emails. In addition, though the price seems to be low, they charge a fortune for carry-on bags each way...and even more for checked baggage. Higher than any other airline out there. There was absolutely no way to access any in-flight entertainment whatsoever. No movies, no wi-fi...nothing! Will never fly this airline again.

✅ Trip Verified | Worst customer service ever. No phone number to call. My flight got cancelled, no help, no refund. Unbelievable