PLAY

Customer Reviews

No Skytrax Rating
Food & Beverages 12345
Inflight Entertainment 12345
Seat Comfort 12345
Staff Service 12345
Value for Money 12345
Customer rating from 216 reviews
5/10
No Skytrax Rating
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9/10

"exceeded my expectations"

(United States)

Trip Verified | Very affordable, great cabin crew and smooth flight. Comfortable seat. For a no frills airline they exceeded my expectations.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteBoston to Reykjavik
Date FlownFebruary 2023
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
yes

6th March 2023 : PLAY response

Thank you so much for taking the time to write this review and let us know how happy you are. We strive to deliver top service and we love feedback like this!

9/10

"Staff was friendly"

(Iceland)

Trip Verified | Great service. Our flight had to leave 5 hours before scheduled take-off from Keflavik due to severe winter storms in Iceland. The information and updates from the airline were excellent. The flights went smoothly both from and back to Iceland despite terrible weather conditions. Staff was friendly.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteKeflavik to Geneva
Date FlownFebruary 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
yes

6th March 2023 : PLAY response

Thank you so much for taking the time to write this review and let us know how happy you are. We strive to deliver top service and we love feedback like this!

6/10

"crew could use additional training"

(United States)

Trip Verified | Plane was in newer condition but was a stripped down version of any other airbus I’ve flown. No power outlets, screens etc. I understand it’s a budget carrier but power outlets in this day and age seems to be a requirement given no onboard entertainment. I paid the extra $$ to have one of their premium seats with more room but felt it was a waste of money. Overhead bins up front were overtaken by the crew which detracts from paying for a premium seat. Crew was happy and upbeat, but felt they were over staffed with crew standing around and gossiping like high school kids. Another thing to note was the crew was moving around during takeoff and just after takeoff for no obvious reason, which led to several other passengers getting up or going to the restroom, not even 5 minutes after wheels up. I feel the crew could use additional training possibly. I didn’t purchase any food onboard to review. I’m on the fence if I’d ever use them for travel to Europe again.
AircraftA321neo
Type Of TravellerSolo Leisure
Seat TypePremium Economy
RouteKeflavik to Bosto
Date FlownFebruary 2023
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no

6th March 2023 : PLAY response

Thank you for taking a minute to share your experience with us. We do appreciate receiving feedback from our passengers, whether it is positive or negative, as it helps us improve. Hopefully we can welcome you on board again in the future.

1/10

"Worst customer service"

(United States)

Not Verified | Worst customer service. There is no legitimate phone number. You can only chat over email and it takes days for a response. My flight was canceled due to weather and I went to pay and confirm my new flight after my first flight was canceled and I was never refunded for my canceled flight. Instead of the customer service being helpful they keep telling me their records are showing me paying for my updated flight before my first flight was cancelled. I sent them documentation and proof that I paid for my new flight after my flight was canceled. Still no reasonable response or investigation on their side. I will never fly with Play again!
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteBaltimore to Keflavik
Date FlownFebruary 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no

17th February 2023 : PLAY response

Thank you for taking the time to write us a review. We are sorry to hear about the delay and your negative experience with our customer service. We always appreciate hearing from our passengers, whether it is negative or positive. This is how we can improve on what is needed and keep doing what is good.

8/10

"capable staff"

(Iceland)

Trip Verified | On time, capable staff, typical fare for a low budget airline. As good as can be expected when flying on a low budget airline.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteTenerife to Keflavik
Date FlownFebruary 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
yes

17th February 2023 : PLAY response

Thank you for your PLAY review! We really appreciate it and hope to see you on board with us again soon.

4/10

"paying for a normal airline in the future"

(United States)

Not Verified | I give the overall experience a 4 out of 10. There was no communication between the crew and the guests. Flew a low budget airline and that is exactly how I felt. With all the extra costs, I will be paying for a normal airline in the future.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteBoston to Paris via Keflavik
Date FlownFebruary 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no

6th March 2023 : PLAY response

Thank you for your feedback, it is always appreciated to hear what can be improved upon. We’re sorry to hear that we didn't meet your expectations or if you feel as if you did not receive the good service we strive to deliver.

9/10

"unexplained waiting time in baggage claim"

(Iceland)

Not Verified | OG605, 10.02.2023 Flight on time off gate ALC, ahead of schedule in KEF. Payed for extra leg space, turned out excellent seating. Onboard service normal. At baggage claim in KEF, no passengers from other flights waiting in baggage area, not a single piece of luggage on belt for over one hour. Waiting for luggage is one thing, but receiving no information or explanation can become extremely irritating. The unexplained waiting time in baggage claim definitely affected the value of the excellent experience during flight.
AircraftA321
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteAlicante to Keflavik
Date FlownFebruary 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
yes

17th February 2023 : PLAY response

First of all, thank you for taking the time to write us a review. We always appreciate hearing from our passengers, whether it is negative or positive. This is how we can improve on what is needed and keep doing what is good. We're sorry to hear about the long wait time at the airport for your baggage to be delivered to the baggage belt. Thank you again for the feedback.

2/10

"I would avoid PLAY if possible"

(United States)

Trip Verified | I would avoid PLAY if possible. The flights are slightly cheaper, but have no backup. We were flying from Boston to Paris and within hours of takeoff (we were at the airport), PLAY delayed our flight by 1 hour, then 3 hours, then emailed saying there was no food aboard for our flight, then cancelled our connecting flight. The delay was due to their crew/planes, not weather. They gave us the option of arriving over 24 hours later (missing out on a chunk of vacation, car rental, AirBNB, etc). Customer service has no phone number and your options are messaging through WhatsApp/Messenger (took 20+ minutes to respond) or a non-urgent email reply. There was no one at the gate and the check-in people said they had no access to the system to change anything and had no supervisor. For the flight back, online check-in was not functioning, so they had a line of hundreds of people and two clerks trying to get boarding passes. If you want to get somewhere as cheaply as possible and have incredibly flexible travel schedule and easily refundable activities/lodging, I could see this as an option for you. I don't intend to fly it again
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteBoston to Paris via Keflavik
Date FlownFebruary 2023
Seat Comfort 12345
Cabin Staff Service 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no

17th February 2023 : PLAY response

Thank you for taking the time to write us a review. We apologize for the delay of your flight and understand the inconveniences caused. In all honesty, delays are an unloving product for both passengers and the airline alike. Not only is it costly, but we are well aware that a good reputation for flawless on-time performance is highly valuable, thus we strive to keep a clean delay record for everyone’s best interest. The reason for delays is most often an unforeseen cause, which we try to avoid with all the possible precautions and actions that we can take to minimize the effect. On another note, online check-in is not available for departures from Paris CDG so this is why you were having issues checking in for your flight from Paris. Desk check-in is a must. Thank you again for the feedback. It is highly important for us to hear from passengers to see what can be improved upon.

8/10

"I enjoyed the flights"

(United States)

Trip Verified | Good leg room. Good space under seat for personal item. Better space than TAP or Vueling. I like that the seats recline. The attendants were very good. The pilot gave good information. My only problem was that one male flight attendant unlocked the toilet door at the front of the airplane while I was in it. I think that he was concerned, but I wasn't in there very long. Overall I enjoyed the flights with Play.
AircraftA321 neo
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteBaltimore to Dublin via Reykjavik
Date FlownFebruary 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
yes

17th February 2023 : PLAY response

First of all, thank you for taking the time to write us a review. We're happy to hear you had a pleasant experience flying with us, despite that minor inconvenience on board. We always appreciate hearing from our passengers, whether it is negative or positive. This is how we can improve on what is needed and keep doing what is good.

1/10

"This company is a joke"

(United States)

Not Verified | Where to start? The entirety of the customer service and stewardess crew are completely incompetent. When asked if a visa was needed, we were told no. We scanned our passports in Boston, was told to board and so we did. Wouldn't you now it? My wife was denied access to the country and we were forced onto the next flight back into the US. We waited around the service desk for 3 hours before being "helped" by the rudest customer service associate I've ever dealt with, and I worked in retail for many years. We were told the flight was full and that we could not sit together. That was a lie. We were told we didn't need a visa and allowed to board. That was a lie. We were told the food and drinks were out on the flight. That was a lie. I saw multiple people served and they never came back out again to finish up after turbulence had started. When I asked for some water they replied "we will be landing soon, just wait." Soon was 90 minutes. No legroom, no service, impossible to get in touch with customer service as there is no number. Attempts to chat online had my chats prematurely disconnected and then berated because I needed to be patient. I asked 4 questions that took 45 minutes to be answered. Avoid this airline like the plague. Honestly unfathomable that they can even will be in business. Don't forget! It might seem cheap! But then you pay for every single piece of baggage, including carry on, have to pay for every seat selection, etc. You're better off spending a bit more money and flying Icelandair. This company is a joke and should be treated like one.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteBoston to Keflavik
Date FlownFebruary 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no

10th February 2023 : PLAY response

Thank you for your review. We are very sorry to hear about your negative experience with us and we apologize for any inconvenience on your flight. PLAY is a low-budget airline and therefore extra services such as additional bags, meals and booking changes are not included in the price. We always appreciate hearing from our passengers, whether it is negative or positive. This is how we can improve on what is needed and keep doing what is good. Again, thank you for the feedback.