PLAY

✅ Trip Verified | Terrible flight of all the time! It is now 1:05pm in Paris, the departure time to Iceland was 12:30pm, we are still waiting, my connection flight to Washington is 35 min after the initial arrival, I already missed it! Same thing happened when I was coming, I had to stay in a hotel gor 2 days paying for my own lunch and dinner. Same thing is going to happen again.

✅ Trip Verified | I just wanted to thank Play for being one of the most family-friendly airlines I have seen. We travelled with twin toddlers (& 2yr old) to Europe (two flights, 12 hours total with about 2-hr connection). The crew was unbelievably helpful. Few examples: they allowed us hang out at the back space - service prep area. They arranged to use empty seats (the tickets were booked in same row, but seating of two infants with 3 adults is not allowed due to oxygen mask limitations in any airplane). The flight attendants even offered to hold/rock the babies for a while during the inevitable melt downs and they offered tips on how to deal with them. All other aspects were as expected: on time planes, easy check-in, no problem with bags (we had paid online). We also checked car seats and a stroller and the stroller can be checked at the gate. Everyone was super-polite and very nice. The airplanes were clean and everything was great. Obviously the lack of entertainment (e.g., screens) and not having free food and drinks are not issues when one travels with babies on lap, as there is no time for any of this and the babies need a lot of work when not sleeping. As a matter of fact, it is much better to bring own entertainment when traveling with kids. We ordered food, beverages, coffee etc and the prices were reasonable. I recommend Play definitely for families with infants or toddlers, and for everyone else. I understand the comments that one needs to be prepared (in terms of screen/electronics needs etc), but again the food and drink choices are great and inexpensive. Quite frankly, it is way cheaper to buy food on the plane than anything from the post-security stores at Boston Logan and take with you on plane. Finally, I recommend to add bags online before the flight (along with car seats, strollers etc). We did that and the check-in process was so easy and the agents were so friendly. We also had to ask a couple of questions before the flight and the Facebook-Messenger platform responses were so fast. Keflavik airport is beautiful and people are so friendly. Passport check etc was very fast, which is very important when traveling with little ones. There was a security guard who informed us that there are free strollers available, which we used and our toddlers had so much fun with. Fellow passengers were mostly understanding and would even try to engage the little ones from time to time. Definitely there were people who felt annoyed and gave us some stares, but overall these reactions (both positive and somewhat negative) are expected. Overall, the experience was really great despite the challenges associated with traveling with toddlers, we will fly Play again and I definitely recommend Play especially to families with kids.

Not Verified | My family of 4 booked a trip to Paris on June 22, 2022 via eDreams. Unfortunately my husband and I had COVID and had to cancel the trip on 04/14/2023 via eDreams. The total cost of the airfare including bags and seats were: $2,789.16 for all 4 of us. I received a response from eDreams on June 8,2023 saying that PLAY has refunded me the amount of $1975.97 directly via my Credit Card on 04/15/2023. With that in mind, I went online and checked all my credit card statements. I did not see any refunds with the amount of $1975.97. I called my credit card company to confirm and spoke to a representative and the representative confirmed that they have not received any refunds from PLAY nor eDreams. At this point, I decided to send a customer complaint to PLAY stating that I have not received any refunds from their company. I received an automatic reply from PLAY on June 11, stating the following: Due to a high volume of requests, we may take up to 6 business days to respond to a regular service request and up to 6 weeks to respond to a claim request. If you have an urgent inquiry, you can contact us on Facebook Messenger, and we’ll assist you from there. As I was asking for a claim request; 6 weeks from June 11th is July 16th. I did not receive any email communications from PLAY on June 16th till today August 09,2023. I also tried reaching out via PLAY's Facebook Messenger on 08/07/2023. The rep wanted to confirm my credit card number. Which I did. It has been a total of 1 month and 4 weeks of business days since June 11, 2023 and no response from PLAY. If you are reading this review and you have another option for another plane company to reach your destination, use the other company. You'll be thankful in case you have to cancel your trip. I will never use use PLAY again.

✅ Trip Verified | My boyfriend and I recently flew from Europe to Washington DC with a stop in Reykjavik. We had never heard of PLAY before but decided to give them a try because they were cheap and new. When we arrived at Reykjavik for a 1.5 hours stopover, we were told that the flight to DC had been replaced and we had to get new boarding passes. We (and many other passengers) ran to the service desk only to find out that they had separated us. I told them that we had paid extra in advance to choose our seats so that we would be sure to sit together in the long haul flight but they said too bad. After boarding several people had the same seats and people were standing up trying to find anywhere to sit. Looking through the other reviews on this platform, I can see that this seems to be a recurring problem for PLAY. When we got to DC they had lost our luggage in Reykjavik. We waited 2 days without any word and then on the third day luckily the luggage was suddenly delivered to our hotel. We had to shop for replacement clothing and toiletries and when we made a claim after they told us you can only claim USD 100 per person. In their response they said that we could have rented clothes instead of buying. I don't know where you go and rent normal clothes and shoes so I replied to their customer service representative that perhaps they should give this advice in advance and also on where to go a rent clothes in a strange city. Moreover, they said that we should have brought necessary extra clothing in our hand luggage - bearing in mind that you also have to pay extra for carry on luggage! This response is so absurd and the only really positive side to it is that I now get to show this email to friends who can then have a good laugh. All in all, PLAY feels like a discount airline with no on air entertainment or even water and we will most likely not be flying with them again. I do not expect a helpful response from PLAY as I have read their comments to the other reviews on here which seem to be very standard and insincere. I am writing this review because this is a new airline that I had not heard about before and I want to warn other potential passengers.

✅ Trip Verified |  Horrible. My plane was one of several delayed due to a rainstorm. There were at least 2 other flights from Baltimore and Washington that also missed their connecting flights. Most of us missed our flight but less than ten minutes. I’m not complaining about that, I get it missing a connection sucks, what happened after though is the most painful experience of my life. We were told by the staff to go out and wait for a representative by baggage claim. That they would help us with new flights. There is no one. We realize this pretty quick and try to connect to PLAY. They have no phone number. There is no way to get a response. We even tried DMing them on Instagram. Nothing. Not from email, not from Facebook messenger not from their AI service bot. And we wait for 4 hours before someone finally comes and tells us that no one actually work at this airport from PLAY. Of the 250 people waiting half got an email that their flight had been rebooked. We never got a email to this day saying our flight was rebooked. We had to pay 700$ for a new one. We had to go on to rebook a new flight, stay the night and pay travel expenses( it’s about 80$ for a taxi in Iceland). In total about 1,200 spent because of this. Now here I am a week later no refund and I just got an email response asking if anyone had reached out to me yet.

✅ Trip Verified | Our Play had about 30 passengers trying to make a connection in Reykjavík. The flight was delayed over an hour, out of anyone’s control, but the way this was handled afterwards is atrocious. No communication between our Play flight and the flight taking off occurred while in air, our flight attendants were all clueless, no one knew what gate the next flight would be taking off from or if it was still there. I was able to look up all of this and tell people in the seats around me. We sprinted to our gate but unfortunately it was already closed, even though the aircraft was still parked right outside. Half that flight was standing by the gate wondering why they couldn’t let us on. Zero communication happened between the delayed flight and the missed connection, even though several enquiries were made and both were Play aircrafts. Play made everybody exit the airport, shuttled us to hotels without telling us the location of our hotel or if a new flight was booked. Several unaccompanied minors were involved in this. Currently still waiting to hear on the details of our reimbursement if we’re even getting one. Unprofessional airline.

Not Verified | Play is a terrible airline to travel with. The travel conditions are miserable, there is NO TV, NO Wi-Fi, No way to charge phone or any electronic devices, food IS NOT provided, food is sold, they have few options being sold is COSTLY, all food items are charged in Euro, NO dollars. The play does not give travelers baggage, even though tickets note that travelers are allowed a package. They have HIGH charges in baggage. When travelling recently, we were charged to pay for carriers' baggage to take inside the cabin. Things that do not exist with other airlines companies. THERE ARE NO BAGS ALLOWED in the cabin, except for very small backpacks. We had a terrible experience with PLAY, this has been our first and last time traveling with PLAY, and WILL NEVER RECOMMEND PEOPLE TO TRAVEL WITH PLAY based on the conditions highlighted above. Play staff will say that they are a low-cost traveling airline agency, but when you add up the money spent with BAGGAGE, FOOD and also traveling in such miserable conditions, especially when traveling with kids, you will spend more money. This leads to experiencing HIGH STRESS. It is better to use another AIRLINE agency that is more organized and more reliable than PLAY WHEN LOOKING AT ALL OF THESE FACTORS. PLAY as a company on its whole is disorganized, there is LACK OF COMMUNICATION between staff from one airport to another airport. We had an issue in ICELAND when we were requested to double pay carriers' baggage that was taken in the cabin that we already paid for in the departure location. Staff at this Iceland airport WASN'T Knowledgeable, did not have a better understanding of their system, and COULD NOT COMPREHEND despite telling them that carriers' baggage was already paid at the departure location. We had this issue resolved after requesting to speak to the airport SUPERVISOR who was nice, professional and understandable. Supervisor easily controlled the matter and informed its staff that all was okay with us. Although I was very upset at the time, I appreciated the assistance from the Iceland Airport evening supervisor. Please, supervisor to continue to provide good customer service to your clients.

✅ Trip Verified | Play airlines is a low budget airline so I expected the flight to not be super comfortable. What I did not expect was how terrible their customer service is or how antiquated their system is. I booked a round trip flight to Berlin from New York and opted for the basic economy rate on the outbound flight but upgraded to the FLEX rate on the return trip. Amongst other things it included, there was a free one time date change. A flight price difference could apply but there would be $0 charge for changing dates. I knew there was a possibility of needing to change dates so I upgraded. When going to change my flight, it had been saying $0 for weeks. The day I went to officially change it, one day before the original flight departure and within the allowable timeframe, there was all of a sudden a $289 date change charge. It was impossible to speak with anyone on the phone as they only have online chat support. The online representative dismissed it saying oh it must just be a fare difference nothing I can do. How is your system that bad that things just show up wrong. I also looked at the price of the flight now versus what I initially paid and it was not a $289 difference, so I have no idea where that number came from. I had to pay the amount because I had no other option. So I essentially paid $289 more than I should have plus paying the additional for the FLEX rate that did not matter in the end. The return flight plane was actually nice and comfortable, especially if you upgrade to the front of the plane. I considered flying with them again but after multiple attempts to reach out and no one able to give me a real answer or refund the incorrect amount, I will not be flying them again.

✅ Trip Verified | I had a great experience with PLAY. Flying out of Hamilton to Stockholm via Keflavik was an experience I would recommend, from the speedy check in with my personal item and paid for carry on bag, to the passenger loading, to the flight itself I had not one bad thing to say. All of my flights arrived on time or ahead of schedule. On all flights I was either in a row by myself or had the middle seat empty while I shared the row with another solo traveler. I had downloaded movies and Documentaries on my Ipad and was able to watch them comfortably on seats that I had no issues with. There were options for food and drink on the plane, but I brought my own drinks and snacks.

✅ Trip Verified | We needed to make an impromptu visit to family in the UK, and we had recently heard about this new airline, Play. Normally, we fly high-end airlines with all the alcohol, food, entertainment, pillows, blankets, and ear buds. For a sudden visit in mid-July, this was going to be a costly trip. Therefore, although we were full of much trepidation, we booked round trip flights from Washington DC to Glasgow via Reykjavik on this new game changing airline. Then, we read the reviews and fear struck. After reading the reviews we were full of doubts. We were just hoping to get there. Four flights total. All flights were on time arriving ahead of schedule. The staff from initial check in to flight attendants and the pilot were all very enthusiastic, professional, and responsive to passengers. We could not have ask for anything more and will definitely fly Play again. And I must comment on the legroom and the comfort level of the seats. The planes are new and well designed with much more comfort and space than others. Plus we saved some money and had a great experience. My only advice is be prepared. Food and beverages are available for purchase in flight. Although the prices aren’t horrid, you can save some money by bringing your own food and snacks on the plane. Also bring a water bottle and fill it up before take off. I saw many people with pre downloaded movies on their devices. I just enjoyed a book.