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 106 reviews
6/10
No Skytrax Rating
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10/10

"Very spacious for a budget airline"

(United Kingdom)

Trip Verified | Lovely staff, lovely aircraft. Very spacious for a budget airline, really enjoyed my flight. Cabin crew were very polite and the airport staff very efficient and quick.
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteLiverpool to Reykjavik
Date FlownJanuary 2023
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
yes

30th January 2023 : PLAY response

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

9/10

"Rated highly, especially for value"

(United States)

Trip Verified | Rated highly, especially for value. Flew twice, Boston to Reykjavik then return in January 2023. No issues with plane, weather, delays, staff. Inconsistencies to note: 1) on flight into KEF the seat/legroom was uncomfortable in middle seat (I am of above average height/weight), but return flight to BOS appeared to have more legroom and was very comfortable. 2) arrival into KEF disembarked into a climate-controlled gangway attached to the terminal, but departure from KEF included a bus ride on tarmac and onboarding outside to include climbing stairs into plane.
AircraftA320
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteReykjavik to Boston
Date FlownJanuary 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
yes

30th January 2023 : PLAY response

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.

1/10

"miserable, robotic and cold"

(United States)

Trip Verified | These cheap fools don't offer anything to passengers; no charging outlets, no behind the seat entertainment centers, no flight progression. Not even paid wifi. They didn't provide complementary water or snacks. Such a basic, garbage plane for a ridiculously expensive ticket price tag. The flight attendants were miserable, robotic and cold; not friendly whatsoever. One of them seemed to get her kicks from being a power trip. Also, regarding my luggage- they left my luggage outside, in the pouring rain, and the contents were soggy and smelly. I've flown a lot of different airlines and this one is, by far, the worst.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteBoston to Keflavik
Date FlownJanuary 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

30th January 2023 : PLAY response

Thank you for your feedback. We’re sorry to hear that you are unsatisfied regarding your experience with PLAY. PLAY is a low-budget airline and therefore extra services such as additional bags, meals and booking changes are not included in the price. Moreover, we do not have WiFi on board nor an in-flight entertainment system as part of our low-cost strategy. We are always interested in hearing how our passengers experience our services and take everything stated into careful consideration. Again, thank you for your feedback!

1/10

"This airline is a nightmare"

(United States)

Trip Verified | This airline is a nightmare. My brother booked a flight, paid for it, got an email the morning of to check in and then got to the airport and there was no flight and no one to help him. We were unable to do anything other than Whatsapp the airline help desk (no phone number no email) which was a bot. Never using play again. I recommend staying far far away from them.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteBaltimore to London via Keflavik
Date FlownJanuary 2023
Ground Service 12345
Value For Money 12345
no

30th January 2023 : PLAY response

Thank you so much for taking the time to share your experience with us. We certainly strive to deliver the best service possible and we are very sorry to hear that you were unsatisfied with our service on your recent travels with us. We do not offer phone services - our service strategy is completely digital. We have agents responding via WhatsApp, Facebook Messenger, Twitter DM and Instagram DM, as well as through our chatbot, Playfin. We appreciate your feedback and really hope you will give us another chance in the future.

7/10

"they assigned us row 30"

(Spain)

Trip Verified | Everything was fine, except that we paid for the seat and they assigned us row 30, I wanted to change the seat to have him in front and if I did, they would charge me money again. What's the point of paying for the seat and not being able to change it? Todo bien, excepto que pagamos por el asiento y nos asignaron fila 30, quise cambiar el asiento para tenerlo delante y si lo hacía volvían a cobrarme dinero. Que sentido tiene pagar por el asiento y no poder cambiarlo?
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteMadrid to Reykiavik
Date FlownJanuary 2023
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
yes

30th January 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. Seat reservations are not guaranteed and are subject to change without notice due to a schedule change, equipment change or other unforeseen circumstances. In this event, we will always attempt to assign you a seat of equal value (window/aisle). We are always interested in hearing how our passengers experience our services and take everything stated into careful consideration. Again, thank you for your feedback!

4/10

"simply haughty and cold"

(France)

Trip Verified | The hostesses are simply haughty and cold, I've never seen that. At the checkin point, at Keflavik airport, they don't say hello, look me up and down, I said hello to her twice, she didn't answer me. I find that unacceptable.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteKeflavik to Paris
Date FlownJanuary 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

30th January 2023 : PLAY response

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. Thank you for your feedback, it is always appreciated to see what can be improved upon.

1/10

"Unpleasant check in process"

(United States)

Not Verified | Unpleasant check in process, waited in line for about an hour without telling us anything, after updating their boarding terminal very last minute so everyone had to run to the other terminal in Paris. And I've never needed to check in again for a connecting flight in such a short connecting time, not sure why Play had everyone do that.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteParis to Boston via Reykjavik
Date FlownJanuary 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no

20th January 2023 : PLAY response

Thank you so much for taking the time to share your experience with us. We are sorry to hear that you did not receive what you expected from PLAY. One of our main goals is to deliver top service and therefore we harm situations like these. This is why it is important for us to hear from our passengers for future improvements.

2/10

"Very frustrating experience"

(Iceland)

Trip Verified | The check in terminal shown on the website was wrong and in a large airport such as CDG, this took us extra 20 minutes to get to the correct terminal, almost making us miss our flight. Very frustrating experience.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteParis to Reykjavik
Date FlownJanuary 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

20th January 2023 : PLAY response

Thank you so much for taking the time to share your experience with us. We certainly strive to deliver the best service possible and we are very sorry to hear that you were unsatisfied with our service on your recent travels with us. We appreciate your feedback and really hope you will give us another chance in the future.

7/10

"unhappy about the mix up with seats"

(Iceland)

Trip Verified | Happy with the flight and service on board but super unhappy about the mix up with seats that I paid for and just realised myself that we were spread all over the plain although I paid 42.000 isk for the seats. They did not give me any refund for the hassle although I had to be the one contacting them for fixing it, I did not sit with the person I wanted on the way back and I was unhappy about that because I paid all this amount for it. Not well done.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteReykjavík to London
Date FlownJanuary 2023
Seat Comfort 12345
Cabin Staff Service 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes

20th January 2023 : PLAY response

Thank you for your review on PLAY. 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.

2/10

"Bad customer service"

(United States)

Not Verified | This airline is about taking as much money as they can from customers and not about providing a pleasant experience for customers. I'd rather pay more money with regular airline companies such as Delta, United, Emirates, British Airways and get entertainment, food, the ability to charge my phone. While in Iceland, we de-planed onto a very icy tarmac and a female passenger fell. No consideration for the elderly traveling who are unable to climb steps to enter plane. Bad customer service.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteUS to Iceland
Date FlownJanuary 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

16th January 2023 : PLAY response

Thank you so much for taking the time to share your experience with us. We are sorry to hear that you did not receive what you expected from PLAY. One of our main goals is to deliver top service and therefore we harm situations like these. This is why it is important for us to hear from our passengers for future improvements.