PLAY

✅ 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.

✅ Trip Verified | It was fine. Very, very no-frills, and when the person in front of me put his seat all the way back I had mere inches between my nose and the seatback. I was really grateful to be able to make it to Dublin from New York/Newburgh for less than $300 as someone with a lot of family in Ireland and not a lot of money. I downloaded a few hours of shows on Netflix, brought snacks, a reusable water bottle, and a portable charger (although all four of my flights had USB chargers available). I had a very good experience with PLAY traveling solo in my 20s without checked baggage. I probably wouldn't recommend this for families, if you might need to rebook, or people who think they're the main character of each plane they board. No, there's no Wi-Fi, but I downloaded and watched most of season 3 of Seinfeld and had a nice Tanqueray gin and tonic onboard with the money I saved.

✅ Trip Verified | It would have been better taking Ryanair or Easyjet to USA. The worst airline ever flown and I travel every month for work all over the world. No in flight entertainment for long haul flight. No water, no snacks. You pay for everything except the air in the cabin. I will definitely not be repeating the experience.

✅ Trip Verified | My flight from Paris CBG was delayed due to a medical issue, which I understand was not preventable. However, all passengers were told to get our baggage back only at KEF, and we would make our connecting flights once at KEF. 10 minutes before landing, we were informed that all connecting flights had departed. Upon landing at the airport, not a single representative was available to speak to passengers. Half got emails with hotel accommodations/buses. I did not receive a single communication from Play. Not one message. I did not have a hotel room or ride from the airport. I could not contact anyone as the customer service was 'overwhelmed.' Passengers from the flight were wandering around the airport with nowhere to go. Many passengers went to hotels which were already overbooked. I ran out of my medication and was in physical pain for over 24 hours as I was already on my last additional dosage. I could not contact a single person and could not afford to get a different flight or hotel or accommodations, as I am still negative on my credit card bill. This entire issue could have been preventable if we were not A) told we would make our connections (despite an email saying we 'may' miss our flight, B) we were told we could only get our bags once at KEF (half the bags did not even show up) C) received some sort of direction or accommodation (I received not a single message.) D) were informed what flight we would be on the following day (I had to guess and went to the airport hoping I could get on the next flight.) I have screenshots and recordings for every piece of information stated. I have sent over 12 service requests through your portal. I have commented on every social media site and will continue. I have never been so frustrated in my entire life. I am a college student who cannot be out of hundreds of dollars for '6 weeks.' Furthermore, I just want a response, with some form of information. This is beyond upsetting and continues to get worse each passing day.