PLAY

✅ Trip Verified | Never again. The short story is that they left us and our two small children stranded in NY at night with no plans, support or communication when our tickets were round trip to Baltimore. We are still fighting to get reimbursed for the cost of renting a car and driving to our actual destination. It was a total nightmare. Our flight home from Dub-Kef was delayed by over 3 hrs. Causing the 1 flight a day from Kef-bwi to be missed. We were given very little communication but eventually told that all missed connections were rebooked for the next day and passengers would be taken to a hotel. We went to the hotel and eventually late that night received an email with new flight info. So far, we kept a good attitude and considered it an adventure. However when we tried to check in for the flight we couldn’t and just got error messages. So we went to the airport the next day and we’re told that the new flight was overbooked! They offered us €700 to get bumped but said it could take up to 4 days to get rebooked and there weren’t any hotels available in town anyhow! So we declined and they finally said they put us on an Iceland air flight home. But when we got the booking email it was NOT to Baltimore it was to New York! The email said they were working on flights from New York to Baltimore and would email us when it was finished. The exact time the flight finished boarding, we received emails stating that they were unable to find connecting flights and we should “kindly find our own accommodations.” Upon landing in New York (where PLAY doesn’t have any agents) we were given no further help and told to file a claim on their web site. We had to pay our own way home. Now we are trying to get reimbursed but the communication doesn’t even make sense when they bother to reply at all. It’s like starting over every time someone replies. Such a nightmare.

✅ Trip Verified | My wife and I just had our first experience with Play Airlines. I’m pretty certain it will be our last. First the cost: This “budget airline” tagged us for nearly $2400 r/t from Boston to Dublin in late June. (We booked months in advance.) That was less confiscatory than the other airlines, but hardly a bargain. That $2400 got us a checked bag and carry on per person. It didn’t buy us even a package of peanuts during the 9-10 hours we spent in the air. At one point I asked the flight attendant if I could have a cup of tap water. She said she could sell me a small bottle for three euro. Play is a hub and spoke airline, so all flights go through Iceland. That turns 5.5-6.5 hour nonstop flight into a 10-12 hour affair, with layover. On the long transatlantic flight, there is no seatback entertainment, not even any WiFi for purchase—which is odd since Play tries to make money off of virtually every other aspect of the flight. If it could charge for a trip to the bathroom, I’m pretty sure it would. The worst part of the flight, however, was the seats. I’m six feet tall. I accept that I’ll never get any sleep in coach. This was the first time, however, that neither my wife nor I could sit comfortably for even an hour—at least on the trip from Boston to Iceland. (The trip from Iceland to Dublin was more comfortable.) The seat cushions were wafer thin. There was little lumbar support. It goes without saying that there was no legroom, but the pitch—the distance between my seat and the one in front—was the smallest I’ve ever experienced. My wife and I had to switch seats when the chap in front reclined even a bit. Play’s penny-pinching apparently extends to its airport staff as well. We showed up at Dublin airport at 835 am on July 1 to check in for our return flight home. The queue was already packed. To deal with it, Play had one poor beleaguered attendant at the counter. (After about 75 mins of this they did bring in a second attendant.) We spent about 90 minutes in line waiting just to check our bags. To be fair, our trip off season would cost about half what we paid for peak travel. Honestly, I wouldn’t fly Play again if it gave me a free ticket. This isn’t “no frills.” It’s factory farming disguised as airline travel, with passengers penned in like chickens, valuable only for the dollar signs on our heads. Pay the extra money and get treated like a human being. We will.

✅ Trip Verified | My experience flying to Dublin with Play was a positive experience. I had flown with a similar airline in the past and knew that I had to be prepared to follow the guidelines for baggage precisely and bring any food/drink that I wanted onboard to avoid additional costs. My return flight was not a positive experience. It was very stressful and there was almost no communication from Play during this stressful time. Our flight had been delayed and the communication about that delay was confusing or silent. The plane was not there at the time we were expected to board and there was no communication between that boarding time and the actual time we would be able to board. My group had a connecting flight in Reykjavík for 3pm that we realized we would miss, but when we asked flight attendants, they were unable to answer any questions. We did miss our connections flight and the only information we were told was to exit the airport to attend a meeting where we would find out more information. This is the situation I am most unsatisfied with. Exiting the airport felt like a bad idea, but that was the direction that was given if you wanted to receive more information. When we got to the meeting, there was no representative from Play. Only a man from the hotel shuttle service that told us Play was going to provide a room for us to stay overnight. No other options were presented. Due to a flight I had to catch in Boston for my friends wedding, I knew I had to fly out that day. So, I had to purchase a flight with a different airline and just hope to be refunded. Since Play had told us to exit the airport, I missed the next flight to Boston because there wasn’t enough time to gather my boarding pass and go through TSA. Luckily, I was able to catch the last flight out of Reykjavík and everything eventually worked out. I received an email that said my flight would be fully refunded and provided with some compensation, which I appreciate. I would still recommend Play because the flight is one of the most affordable options. However, my advice to anyone choosing this airlines is to be prepared. Do your research and read the policies closely because you will not be able to communicate with Play directly. After rebooking the flight with a different airline I spent the next hour or two researching Play airlines policies and that helped me feel better about receiving a refund for my flight. Play did not ever provide the option to rebook a flight with a different airline, or that in some cases they will rebook a flight and transport you to the rear by airport. The website I used to research policies is here: https://airlinespolicy.com/cancellation-policy/play-airlines-cancellation-policy/ I do not recommend calling them, customer service hung up twice.

✅ Trip Verified | Ice cold customer service. Charge heavily for regular baggage, even for the standard carry on bag that is ok with all international airlines. They are just here to take your money. Worst experience ever! Never ever flying with them! No flight meals and no movies. They just want to reach you from point A to B after taking all your money for every little thing they can find. Flight was purchased on kiwi and was supposed to be United but they had a tie up with Play Airlines. Flight went back to the gate after boarding and delayed by 1 hour so missed connecting flight!

Not Verified | Do not use this airline! Terrible customer service! I am 19 years old and planned a once in a lifetime trip with friends. My friend booked the tickets and unknowingly they were booked without cancellation insurance. I was the only person in my group that did not receive my passport in time for the trip. Did all the things I could do in order to secure it in time (paid to have it expedited, contacted my local congressman, drove to wait on line to another state without an appointment to a passport agency, and called daily). The company only communicates through social media apps and a 3 minute conversation turned into days of back and forth since you have to wait for a representative to get back to you. They will not refund my money of $700 even though I was unaware that we did not have non-refundable tickets. My only option was to change to another trip which included paying a change of ticket fee and any difference in the cost of the new ticket (which would have been at least $1,000.) I stated that I could not do that since I wasn’t sure if my passport would come in time for this newly booked trip. If I didn’t receive it, I would have to pay another change of flight fee, along with another ticket. This could have gone on until I received my passport, which I have not received yet. The company is not willing to budge and do the right thing. I would never use this airline again.

Not Verified | I flew for the first time with this airline in June 2023. The flight was great and one thing that stood out to me is that they were extremely accommodating to people with peanut allergies. I don't have a peanut allergy, but I do have someone in my family with one (although he wasn't on the flight with us). The airline made more than one announcement asking people to refrain from eating peanuts. I really appreciated knowing that. Besides that, the flight was very comfortable, lots of leg room, and affordable.

✅ Trip Verified | This was the first time I flew Play and I was happy with all aspects of their product. I flew out of Stansted and had to get from Gatwick by bus which was a bit of a struggle. Seats were nice and flight personnel were pleasant. We flew to Stewart, USA via Keflavik. We had a two hour stopover and I just sat in transit area and waited. Play is a low cost carrier so you pay for what you need. I usually travel with an under the seat bag so I bought no extras. At Stewart there is a bus that meets the plane and takes you to Manhattan for 25 dollars. I had a friend meet me though. All round good value for money.

✅ Trip Verified | I arrived 3 hours before boarding time at the airport so I can do some work. I made sure that I paid my luggage fees ahead of time and I checked in with a boarding pass already issued. Not to mention that the online check-in process was painful. It took me almost 90 minute to drop off my luggage. The check in process is very slow, inefficient. Customer service employee were inconsiderate of peoples time. Not to mention that the terminal where PLAY is located the AC was turned off. When I asked the check in desk person, what’s the advantage of checking in online if I have to wait 90 minutes to just drop the luggage. She was rude and disrespectful. She was like go complain to the company. No empathy, no apology. When asked for the email contact to file a complaint her answer was go find it online. I paid for the flight and I'm expecting a fair respectful and decent service. Check in process is inefficient and workers are unprofessional and rude. First and last time I use this terrible airline. I would pay double the money and fly with different airline than to use play airline. I am sure if this continues it will be an historical airline such as wow airline.

✅ Trip Verified | This airline has got to have the worst customer service I have ever experienced. I purchased cancellation protection. We decided to go to Paris as well which we booked on IcelandAir. I made the mistake of booking a flight on Play going back to Keflavik to catch my original flight on Play back to Stewart. I purchased insurance as well. Ì assumed I would be able to get the bookings merged into one or have both flights turned into a credit to rebook as one booking but at every turn I was told we cannot do that. I decided to use a different airline to get to Iceland and Paris. Play has no customer service number to speak of to contact with problems and the contact via email or chat feels scripted or worse an AI. At the end of the day once you pay for luggage and everything you will only wind up saving a few dollars. Save yourself a headache and fly with anyone else even a cargo shipment. I would give them a zero if I was allowed

✅ Trip Verified | This airline is not "budget" or "economic". The extra cost comes in on long flights and depends on how fast you dehydrate and get hungry. Not even tap water is complimentary but you may ask for a cup of ice and if the attendant you ask is nice, they'll put hot water in it. Otherwise you best bring a huge water bottle. No WiFi, No entertainment, period. As for leg room, if you're 6' or over, expect none. DO NOT EXPECT ANY NORMAL INTERNATIONAL FLIGHT COMFORTS. Customer service is atrocious. In my case, I was told my flight would be delayed or canceled approximately 1hr 30 min before their customer service hours ended. They fail to realize that some people want to enjoy their vacation instead of check their phone. When you do need help, They will send you in circles from their Chat Bot, to the check in desk, to an airport info kiosk, back to the chat bot. I do not yell at anyone, especially not workers trying to do their jobs. Not before, or even after they take my picture and threaten to call the cops on me for wanting to speak to somebody that can explain the circular policy of their airline and it's misleading practices. I will never fly with this company again.