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Trip Verified | Given the nightmare of the booking process, I fully expected to show up at the Baltimore Airport to find I'd been "Played." Thankfully, all my flights went without a hitch. Not so with the booking process and some of the fee practices are borderline deceptive. I'm writing so others can make an informed decision on whether or not to use this airline. For some, it will be worth it; others, definitely not. Despite my frustrating experience, I actually want Play to thrive, so I hope they sort the kinks out! I'm a frequent international traveler and found Play's booking process an exasperating experience, beginning with the cancellation insurance. It only applies to medical emergencies which isn't readily disclosed. In addition, I only selected it for the outgoing flight, but it charged me for both and there was no way to reverse it. My carryon bag was somehow misapplied to the wrong flight and when it was fixed, I was double charged. IF you need to work with customer service, gird your loins. There simply isn't a way to communicate directly with a person. They do have a "Bot" where you communicate your issue and you get a subsequent email reply. (For me, it was always the next day (invariably "Beth," most likely A.I. as well, with the typical "no" response). An example of the seemingly deceptive fees: The cancellation insurance, you can't add it after you make the booking, but you can't get the details while you're making the booking. Per "Beth," you can read about the details of the insurance "by going to our website before booking your flights. How is the customer supposed to know something that specific in advance? And if you go to the Play website, there isn't an obvious category to research the details. When I needed to change my flight (which is why I bought the cancellation insurance in the first place), I was informed of a change fee, but when I received the new statement, the itemized charges including the change fee didn't add up to the statement total, which was $122 higher than the itemized charges directly above it! (These are probably the "hidden fees" mentioned in a previous review. Bottom line, I ended up paying $815 roundtrip for my flight from Baltimore to Paris with a base fee of $372. This was with a checked bag, a carryon and an upgraded seat for one leg of the flights. This sounds expensive and it might not be worth it for many. However, the reason I was excited about this airline was the fact that, if you're older or have physical issues that make long distance travel difficult, it can be extremely expensive booking an upgraded seat on a major carrier. With Play, a seat with extra legroom can cost as little as $36 per flight. Plus, the short stopover in Iceland allows one to stretch their legs for a bit. If you have a very basic booking and there aren't any issues requiring customer service, you'll probably be happy with this discount airline. If you need anything beyond the standard scenario, you might want to save yourself the headache and go elsewhere. As for me, I decided to work with my credit card company and dispute the double charges. Trying to get anything resolved with Play is a total waste of time, so save yourself the frustration. (And yes, the seats are a bit hard, but I bought a small thermarest type cushion at the Rejkavik airport and that did the trick!)