PLAY

Not Verified | Our flights were booked four weeks in advance for a family wedding. We are working professionals and took the time off of work and paid the necessary fees for so called "service". We were at the airport nearly five hours in advance of this flight. We were the first people to speak with the Play airline check in. We were not able to board because a "green check mark” on our ticket because their site timed out when we tried to online check in on multiple occasions. This is clearly an administrative issue. 1. They did not have a plane available with the correct amount of seats. 2. They were unable to rebook us. 3 . Their site timed out, not allowing us to check in 4. Their customer service “representatives” were incompetent and did not have a functional computer or clearly the cognitive ability to direct 30 passengers in the same scenario and scoffed at our concerns. We and 30 other passengers were told to go home. There was no apology, no rebooking, and no assistance at the airport from any of the PLAY representatives. This is unacceptable. A 400$ compensation package was offered. Additional costs for flights on another airline are close to double what we initially paid. "Apologies" simply does not cover it. Also nearly one month later, we are still pending a refund for the second flights. $1746. I have never paid more money for less service in my life. 0/10.

✅ Trip Verified | I am writing this review to express my deep dissatisfaction and disappointment with the travel experience we encountered with Fly Play on flight OG102. I must acknowledge our own contribution to the problem as we were running just a little bit late for the flight and we fully understand and accept that responsibility. However, what followed left us perplexed and disheartened. Upon realizing that the flight was delayed by approximately 50 minutes, my husband and I, experienced travelers, considered this a fortunate turn of events. We proceeded to the check baggage counter, which was unmanned – understandable given our tardiness. We decided to get through TSA and inquire about gate checking our baggage at the gate. To our surprise, we encountered an extremely rude and unreasonable gate attendant. We politely requested if we could gate check our bag. Unfortunately, her response was an immediate refusal without providing any explanation. This was particularly disheartening as gate check had been a feasible option in the past, including with Play in September. Our attempts to seek clarification or speak to someone else were met with further hostility. The gate attendant claimed to be the sole authority and refused any further assistance, which left us feeling unheard and disrespected. The situation escalated when the gate attendant intentionally covered her name tag and displayed an offensive gesture towards us. We were unable to board the flight and learned from the chat bot that we were labeled as "did not fly due to inappropriate behavior." This statement is categorically false, and we were relieved when Play ultimately offered discounted tickets as compensation after hours of pleading via chat and trying to come to some resolution. Nonetheless, we firmly believe that the entire situation could and should have been handled more professionally and with greater courtesy by your employee, who represents your company's values and image. While we understand that being late reduced our chances of boarding the flight, we firmly believe that every passenger deserves to be treated with respect and kindness. We would have gladly accepted any reasonable explanation for not being able to gate check our bag. Instead, the encounter left us with a sense of shock and disappointment that overshadowed the entire travel experience. We sincerely hope that this matter will be taken seriously and addressed appropriately to prevent similar incidents in the future. As loyal customers, we believe in the value of constructive feedback, and we trust that Fly Play will endeavor to ensure a more positive and respectful experience for all passengers.

Not Verified | NY-Stewart (SWF)- Keflavik (KEF) round trip. Fantastic experience for the money. Yes, there isn't any WiFi nor any kind of IFE, and I do have to knock off points for that, but it's also a budget airline. You get what you pay for. The seats are very comfy, which is not a given in economy class for 6,1 figure like mine. The service was very good, with attendants at my beck and call. The planes were very new too. The food items were very top notch quality, actually worth the prices. But best of all, it's very very cheap. One round trip cost me exactly what a one-way on other airlines would have. Will be using this again for my next Iceland or trans-Atlantic sojourn.

✅ Trip Verified | I booked a flight which was 16 hours transit by mistake. I wanted to change, but the customer service was horrible and did not help. I took it anyways, I asked them iIf they were going to take me to a hotel since the flight is more than 8 hrs transit. They said It’s not their responsibility. I stayed In Iceland in 16 hours and when It was the time to check in I had to pay extra money for my carry on. This airline supposed to be cheap but It isn’t, they charge everything even water. I will not recommend this airline to anyone.

✅ Trip Verified | Flying with Play was the most miserable experience of my life. The booking was easy, as was the check in. There were no delays and everything went smoothly. There is a massive issue however with the fact that they don't have a phone number. Never deal with a company that can't be contacted by phone. If anything goes wrong, you're on your own. While everything outside the craft was fine, inside the plane is a different story altogether. Firstly, getting seated was an absolute farce. The lack of organisation by the cabin crew seemed to rub off on the passengers. Several people switched seats, meaning some found another person sat in their seat. I've never seen this before on such a scale and I can therefore only attribute it to the fact that the cabin crew were not checking boarding passes or directing anyone. Getting seated took longer than I've ever seen on an aircraft and at no time were the crew trying to speed things along. The plane started taxiing with passengers still stood up. The main issue with the flight was the seats. I have never seen this many rows on this type of aircraft. There is no way on earth these things should be in the air for more than an hour. I am 5ft6 and I had so little leg room that I could not physically reach down to pull my bag up. If you are 6ft+ you realistically cannot fly this airline. As if this could not be any worse, the seats recline. Yes. They recline. The room in front of me was reduced to level where I could not put my tray table down. It was 6 hours of absolute torture. Some passengers spent the entire flight stood in the aisle as they could not sit for that long. Everything on this flight is paid for separately. Fine. It's a budget airline. I get it. But water? Surely this is a basic human necessity. It was 3 Euros for the smallest bottle of water I've ever seen in my life. Please do not make the same mistake I did. Not only is it torture but it makes no financial sense. After adding in the extra legroom seat costs (you will need it), water and food, you are likely to be saving little to nothing. Take a real airline. You'll thank me. I'm sure Play will reply with their "hi thanks we're a budget airline as such" spiel, but it's not good enough. These planes should not exist. And if they do they should be flying one hour domestic, not transatlantic.

✅ Trip Verified | A terrible experience from start to finish. I flew connecting flights both times and multiple planes left late (the first one by 3 hours!). The check-in employees are unfriendly and unhelpful, and seem to prefer gossiping and sitting on their phones rather than taking care of the line. Their system experienced a shut down on the day we left for vacation and flew back home. On top of that, they lost my luggage on our return home and I was traveling with multiple people that did receive their luggage. Will never fly this airline again, and I highly recommend that others do not as well. I took my chances flying with this airline and I wish that I had not.

✅ Trip Verified | It's supposed to be a cheap airline but with everything they charge it really isn't. Not only do they not have TV on long flights, but also outlets to charge phones. They also charge for both check in and carry on bags that are ridiculous high. 250 for a check in bag and my carry ok another 70. Oh also irs 26 for every extra pound/kilo. So the 700 plus I paid for the ticket was for the oxygen I was gracefully allowed to breath while on their aircraft. Hope you don't need to use the bathroom I'm sure there will be fee for that as well.

✅ 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.