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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8/10

"all went smoothly"

(Ireland)

Trip Verified | My trip from the day I bought the tickets online, checked on line, and flew, all went smoothly. The flight reached Dublin 30 mins ahead of schedule! I would fly again with Play.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteKeflavik to Dublin
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 taking the time to write this review and let us know how happy you are. We strive to deliver top service and we love feedback like this!

2/10

"Totally not enjoyable"

(United States)

Not Verified | Totally not enjoyable. Having to walk out into the rain and cold to board a plane is ridiculous. And first having to take a bus out to the plane is even more ridiculous. Stand a hallway packed for 10. Minutes did not add any enjoyment! The bus packed with people body to body was a thrilling experience as well. How could anyone enjoy that! There is plenty more criticism but I think you got to idea.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteStewart to Keflavik
Date FlownJanuary 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 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 you are unsatisfied regarding your experience with PLAY.

9/10

"definitely fly with them again"

(Iceland)

Trip Verified | The trip was great and the crew on the plane was very good they were friendly and they were really nice to us the whole trip with the airline was great. We will definitely fly with them again.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteBarcelona to Keflavík
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

11th January 2023 : PLAY response

Thanks for taking a minute to share your experience. We really appreciate it and hope to see you on board with us again soon.

4/10

"I won’t be using you again"

(United States)

Trip Verified | Boston to Keflavik return. Check in was easy at Boston, typically not the case for Logan. Flight was on time, boarding was average as it’s busy. Landed early in Iceland, the big issue was that our checked Delsy spinner suitcase had 2 of its 4 wheels broken off, and a hole in the bottom corner where the wheel was. No one in the airport from play to log a claim for the suitcase, and trying customer service via e messenger resulted in me getting an apology for the slow response on January 1, I logged the message on 27 December. Return flight I tried to contact PLAY but no personnel till boarding and I had checked the broken bag via your automated system. No one in Boston from PLAY to report further damage to the suitcase. The flights were fine, you need new baggage handlers. I won’t be using you again, useless customer service, bad ground services.
AircraftA321 neo
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteBoston to Keflavik
Date FlownDecember 2022
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
6/10

"nightmare of the booking process"

(United States)

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!)
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteBaltimore to Paris via Keflavik
Date FlownNovember 2022
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
yes

3rd 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. We do hope you enjoyed the flight and your trip. Hopefully we can welcome you on board in the future! All the best, PLAY

8/10

"Perfectly fine for a budget airline"

(Iceland)

Trip Verified | Perfectly fine for a budget airline, with friendly staff and a okay selection of snacks and drinks. One thing I do wish is if they had plant milk (preferably Oatly) when ordering a hot drink, most budget airlines offer this now and was a bit disappointed when they didn’t have any.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteLiverpool to Keflavik
Date FlownDecember 2022
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes

3rd January 2023 : PLAY response

Thank you for your review on PLAY. We‘re happy to hear you had a good trip! Our main goal is to deliver top service. That's why we appreciate hearing from our passengers in order to improve. Hope you enjoyed your holiday, maybe we'll get the chance to take you on another one in the future :)

8/10

"plane was relatively new"

(Italy)

Trip Verified | Keflavik to Paris. Very good overall service - outbound flight on time, return flight delayed due to snow storm but very good communication. The plane was relatively new and comfortable - I purchased seats in the first 10 rows and had a lot of leg room. Food choices not that wide but most people buy food before. Crew attentive.
AircraftA321Neo
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteParis to Reykjavík
Date FlownDecember 2022
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
yes

3rd 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.

10/10

"We loved our experience"

(United States)

Trip Verified | The crew was warm and accommodating and so pleasant to be around. My wife and I brought our two young kids with us, our 2 year old was not thrilled about being forced to sit for take off and landing. The crew went above and beyond and had more patience for our kids than we expected. We loved our experience with PLAY and we would certainly fly with them again.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteKeflavik to Boston
Date FlownDecember 2022
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
yes

3rd 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. We'll be sure to share your comments with our crew as we believe positive feedback is important to encourage and enrich our work environment :)

9/10

"I would fly PLAY again"

(United States)

Trip Verified | My family and I flew roundtrip on Play from Boston to Paris on 12/20 and 12/29. Play's performance exceeded my expectations, given what I have read about air travel of late. The preflight check-in process was easy and quick, including adding and paying for a couple of carry-on items that I had not included when I first bought our tickets. The check-in and in-flight staff were friendly and efficient. Every leg of our trip was on time, and switching from one plane to another in Reykjavik was simple and stress-free. The best part of the experience was that our last leg home to Boston arrived 40 minutes early, allowing us to walk out of the airport, having gone through customs and grabbing a checked-in bag five minutes before our scheduled landing! I would fly PLAY again without hesitation.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteParis to Boston via Keflavik
Date FlownDecember 2022
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
yes

3rd January 2023 : PLAY response

First of all, we want to thank you for taking the time to tell us about your positive experience. We strive to deliver top service and we absolutely love feedback like this. We are so happy to hear you enjoyed our staff at check-in and on board. Again, thank you so much for telling us about this and we are thrilled to hear you enjoyed flying with us!

1/10

"I will not recommend"

(United States)

Not Verified | I have not yet traveled but had to pick a date of travel. My Feb 15th 2023 outbound flight was canceled by Play on 11/29, via email sent to me. I requested the full trip refund option following Play's process, and have had no response to this, which is rather alarming given the cost of the flight and the fact that the airline caused the cancelation. On the Play website, there is no information about a canceled flight - all appears on schedule. Very poor customer service from an airline I had hoped to take advantage of for the first time. I will not recommend and will need to take more aggressive action if I do not receive a prompt response.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteNew York to Paris via Keflavik
Date FlownDecember 2022
Value For Money 12345
no

29th December 2022 : 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 will investigate this further and deal with the matter accordingly. Again we'd like to thank you for letting us know about this.