PLAY

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.

✅ Trip Verified | I booked same day to travel for a family emergency and was a bit nervous of any delay/cancellations. All four flights were fantastic. All left on time and arrived on time. Crew were friendly and professional on all four flights. Buy on board food was reasonably priced considering you are trapped and it's actually cheaper than the food at KEF on the connection (aside from the hot dog stand I always visit). I had the ham and cheese which was cooked to perfection and an Appelsin drink. I pre-booked the extra legroom seats and had tonnes of room. There was a USB port, the seat reclined and I was very comfortable. The only glitch I had was on KEF-YHM where my extra legroom seat wasn't actually any better than a regular seat - this was due to an alternate aircraft subbed in. I sent a photo to Play and they refunded me immediately. Look, you get what you pay for using a low cost airline. If they get you there and back safely and with minimal issues and you have paid way less than a legacy airline, then you're good. Too many complain at "no food, no service, no IFE"...do your research. It's like someone taking a $700 all inclusive to Cuba and moaning that the food and choices are not as good as Mexico. You get what you pay for, folks. Meanwhile I just booked for Dublin in May for CAD418 return basic fare and am shopping for a Europe trip in October-also around $440 to Amsterdam. Less than half of Icelandair or others from YYZ. Oh and YHM airport is phenomenal!! Two gates, lots of seating and a bar selling local craft beer and wine 30m from the two gates! Check in took 5 minutes, security 1 minute and none of the hassle. Park 100m from the terminal too. Love Play, love YHM. Happy customer!

Not Verified | I had booked a flight from Frankfurt to Baltimore, there was a stopover at Rejkyavik. Play delayed the first flight so we missed our connection, they sent us emails to book out stay and also gave us budget for food, it's been more than a month that I have claimed this (pre-approved claim), nobody from their team is even acknowledging my email. The customer service is deplorable. Not only are they not responding to my claim, they never have any staff at Rejkyavik airport when a flight is delayed, we were helped by security to track a guy and drag him out of whatever hole he was hiding in to come and give us some guidance when our flight was delayed, we were helped by other airline staff also but play was completely missing from the picture.

✅ Trip Verified | Great airline to fly with until a problem arises. I flew with PLAY 5 times in 2023 and the last time, back in July 2023, they lost my suitcase. It's now January 2024, I have still not been compensated for it and they have stopped all communication with me since November, when I provided the receipts for all my items. My travel insurance got fed up of waiting on documents from them and closed my claim. What a horrible experience.

✅ Trip Verified | Do not fly this airline. Deeply regret booking a flight with them which has ruined a fantastic holiday in Iceland. Absolute nightmare dealing with them. You get what you pay for. No customer service. Just sat at the airport in Iceland with many people in tears after they cancelled the flight because of no air crew, Cost me more than $1500 to get home. Claiming back from them is upto three months. Worst experience ever after travelling for over 40 years. Owned by an investment fund out to make money only and dont have about customers.