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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9/10

"streamlined and no-frills airline"

(United States)

Trip Verified | PLAY is a great value and I would fly with them again if the price was still quite a bit lower than other options. It is streamlined and no-frills airline. Don't expect wifi, in seat outlets, or free drinks. Do expect a safe and efficient experience. All four of my flights departed on time and arrived early. There was ample overhead storage, comfortable seats, and friendly crew. KEF is a pleasure to connect through; I had an extremely fast customs experience and there is a delightful mini-market style food option. There seemed to be a hitch with boarding in BOS with getting the jetway connected but the crew got everyone boarded in minutes. One thing that I wish I had known was that it is difficult to look out the emergency exit row window, so don't expect to enjoy the view.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteKeflavik to Boston
Date FlownJanuary 2023
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
yes

16th January 2023 : PLAY response

Thank you for flying PLAY! We're so happy you had a pleasant experience with us as we strive to deliver great service and flight experience to our passengers. This is why we do what we do!

6/10

"Check-in at both airports was very bad"

(Argentina)

Not Verified | Everything excellent except the attention at the counters. Check-in at both airports was very bad. In Madrid the flight was delayed and they made us stand in line for almost an hour among the people who circulated through the airport. In Reykjavík we arrived 65 minutes before the departure time and in a very bad way they told us that they had closed the check-in and they did not want to check our suitcase. Finally they did it reluctantly. Todo excelente menos la atención en mostradores. En ambos aeropuertos el check in fue muy malo. En Madrid se demoró el vuelo y nos hicieron hacer una cola de casi una hora entre medio de la gente que circulaba por el aeropuerto. En Reykjavík llegamos 65 minutos antes del horario de salida y de muy mal modo nos dijeron que habían cerrado el check in y no nos querían despachar la maleta. Finalmente lo hicieron a desgano.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteMadrid 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
no

16th 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.

10/10

"offered hotel for those in need"

(Spain)

Trip Verified | Fantastic experience. Inbound flight got cancelled due to crazy weather in Iceland. Within 60 minutes, Play had organised a new flight 2 days later to get all stranded passengers to Iceland in time for Christmas. Plus, offered hotel for those in need - and you could choose yourself via Play hotel booking system. On travel day, flight was on time. And flight back was even 50min early landing. I will continue my frequent travels with you.
AircraftA320
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteBarcelona to Keflavik
Date FlownDecember 2022
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
yes

16th January 2023 : PLAY response

First of all, thank you for taking the time to write us a review. We're so happy you had a pleasant experience with us as we strive to deliver great service and flight experience to our passengers. 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. Hope you enjoyed your holiday, maybe we'll get the chance to take you on another one in the future :)

5/10

"boarding was extremely unorganized"

(United States)

Not Verified | The boarding experience was extremely unorganized and unpleasant. It took way too long. We were treated like cattle like in a coral with no regard to Covid.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteReykjavik to New York
Date FlownJanuary 2023
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no

11th January 2023 : PLAY response

Thank you for your feedback. 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. 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!

8/10

"Good airline for the price"

(United States)

Trip Verified | Good airline for the price. No cancellations, good space on the flight- however there is no usb outlets and I wish that water was included on flights. However, for a budget friendly airline, it’s a great choice.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteBaltimore to Stansted via Keflavik
Date FlownJanuary 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
yes

11th January 2023 : PLAY response

Thank you so much for sharing your review with us. We're so happy that you had a pleasant flying experience with us. 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

"I must pay for my hand bag"

(Ireland)

Not Verified | From Dublin the flight was very good, the crew since the check-in was kind and friendly. I could not make my check-in on line, and they were very helpful. However, in Keflavik the staff checking passports asked in very rude way that I must pay for my hand bag. I was very surprised because no one in Dublin asked me for it. How after one flight I should pay for that. Never happened to me even in Ryanair. It was shame, he was very rude. (22nd Dec Dublin - Iceland - New York)
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteDublin to New York via Keflavik
Date FlownJanuary 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
yes

11th January 2023 : PLAY response

Thank you for your feedback and pointing this out to us. It’s always more expensive to pay for services at the airport than pre-booking at the time of booking or online. During the booking process we do our absolute best to inform our passengers clearly about our baggage rules with pictures and text. We will forward this to the relevant department as our agents in Dublin should be charging for carry-on that is not pre-booked and paid for in advance. Thank you again for the feedback, we hope to welcome you on board again in the future!

1/10

"the worst airline experience"

(United States)

Trip Verified | We had the worst airline experience we’ve ever had on Play - false advertising of “free” lap infants, websites that don’t work, a bag lost for our whole trip, and no real staff to speak with - only “handling agents” who work for other companies and robot chat auto responses. I assumed I could add my infant at in-person check-in but it took a whole hour and we had to pay fees equivalent to 1/3 of our adult ticket price. When sent the payment link, it was asking me to log in and didn’t have an option to create an account. It finally worked when I used a different internet browser - only to find when I got home that we were charged twice! We made our flight just in time (only because they boarded late and the ticketing agent escorted us through security) but our checked bag never made it to our destination. Upon arrival, we and 2 other families from our flight were missing bags and there was no one at the London Stansted airport to help us. Another airline’s agent tried and directed us to the online lost baggage form, which was not accepting any of our flight numbers. Finally, mine worked but the other 2 families had to fill out a paper form. A few days after arrival I received a text that my bag was found and being sent to the airport - and that status remained unchanged until I got to the airport to go home a week later. I got useless responses from a WhatsApp bot and never heard back on the email I sent, until after I had returned from my trip. My brand new bag (now damaged) had been at the arrival airport for a few days but the online status system was never updated to reflect that and I never received the email that the manager said she sent me. And the bag was certainly not delivered to my local address as the form said it would. Even after we collected the bag for the return flight, the status of the lost bag (on route but not yet delivered to the airport) was unchanged. For a week my toddler and I went without any of our clothes and without his medicines. It was incredibly frustrating to not have any real person to speak with. I don’t know how an airline can operate without staff in their airports and rely on robot communication and websites that don’t work. This airline has not invested the human and technology resources they need to support their customers. The in-flight experience also sucks. I don’t expect the world from a budget airline but £3 for a tiny bottle of water and row screens that only show the flight status (that I could never interpret) was a huge bummer. The only positive were the flight attendants, who were very accommodating of our toddler.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteBoston to London Stansted via Keflavik
Date FlownJanuary 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no

11th January 2023 : PLAY response

First of all, we want to thank you for taking the time to write to us about your negative experience. Our main goal is to deliver top service. That's why we appreciate hearing from our passengers in order to improve and we take this very seriously. We are sorry that your baggage was delayed in transit on your recent travel with us and we want to offer our sincerest apologies for any inconvenience it may have caused. We are fully aware that delayed baggage is never ideal and we go above and beyond to ensure it is delivered to its owner as quickly as possible. Lack of communication or updates is unacceptable and we will forward this case to the relevant department. We do, however, hope you enjoyed your holiday and hope we can welcome you and your family on board again sometime in the future. Thank you again!

9/10

"roomy seats for most of the flights"

(United States)

Trip Verified | Wonderful service, roomy seats for most of the flights, love the flight attendants’ outfits! It would be helpful to at least offer water for free and a way to plug in our phones. Wifi would be helpful.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteNew York to Madrid via Keflavik
Date FlownJanuary 2023
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
yes

11th January 2023 : PLAY response

Thank you so much for sharing your review with us. We're so happy that you had a pleasant flying experience with us. 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.

4/10

"you definitely get what you pay for"

(United States)

Trip Verified | Cheapest ticket like half the price of other airlines but you definitely get what you pay for. For an international flight, no food or beverage offered except with purchase and obviously onboard pricing is 3x normal. A couple delays and thankfully connections were with them too so it wasn't a problem. So if you don't mind a little discomfort and being nickelled and dimed for the small conveniences that are courtesy in other airlines, then go for it.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteLondon Stansted to Keflavik via Baltimore
Date FlownJanuary 2023
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
yes

11th January 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. PLAY is a low-budget airline and therefore extra services such as additional bags, meals and booking changes are not included in the price. Hope you enjoyed your holiday, maybe we'll get the chance to take you on another one in the future!

9/10

"Great airport assistance"

(United Kingdom)

Not Verified | A wonderful flight to Iceland! The flight crew were friendly and experienced! The flight departed and arrived on time. Great airport assistance was provided for my disabled son by assisting us through the airport all the way to the aircraft! Would certainly fly with Play in the future!
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteLondon Stansted to Keflavik
Date FlownDecember 2022
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
yes

11th January 2023 : PLAY response

Thank you for flying PLAY! We‘re happy to hear you had a positive experience flying with us. Hope you enjoyed your holiday, maybe we'll get the chance to take you on another one in the future :)