PLAY

✅ Trip Verified | Play is a low-cost airline so the tickets are fairly cheap, BUT the only thing included in the price is one personal item, like backpack which have to fit under the seat in front of you. When you have added extra luggage, the price is not so low anymore. We were a couple traveling to Tenerife from Keflavik with three kids from 5 to 11 years old. I had heard from others that even though all the tickets were bought together, you couldn't be sure that you would be seated together. So I added extra cost by buying seats. The check in process in Keflavik is great! You can choose self-check-in, and then you can also check in your luggage and don't have to wait in line at the desks. The aircraft is pretty basic (and low-cost). There is no tv's or entertainment, WiFi or anything, there are also no USB-ports for charging. Which I knew before, so I fully charged 3 travel chargers and had downloaded some movies on Netflix for the kids. The seats are comfortable and I really liked the foot space compared to other low-cost airlines. The menu on board is pretty basic, I recommend the baguette. The staff was friendly and kind. Overall, the flight experience was good - but Play being a low-cost airline, might reconsider their high prices for any extra luggage. It has been constantly going higher, and if the price in the end is at the same level of other airlines (not low-cost), people will rather go there and get a little extra on board etc. for the same money in the end.

Not Verified | Terrible experience. I’ll never fly with PLAY again. Our return flight on 11 February 2023 from Paris to Baltimore was to have a brief layover in Keflavik, but weather caused a delay. The delay then became a cancellation, which then became a delay again. Our departure went from 1130 to 2230 on Saturday 11 February 2023 as a result. After navigating the options provided to us we decided to accept the delayed departure, but because of the earlier cancellation, we had already booked with PLAY to depart on Sunday 12 February 2023 at 1130. We cancelled our taxi, had begun looking for a hotel near the airport, made arrangements for the care of our minor child who was at home in America, contacted our employers of the change and requested extra time off from work. All of this was for naught when the flight was merely delayed 11 hours. This required us to check out of our hotel, arrange for our luggage to be secured by them, schedule another taxi and spend extra time and money in Paris until the 2230 departure. At no point was an updated itinerary sent with the new time, nor were we sent an electronic boarding pass. Upon checking into CDG airport in Paris we were given our boarding passes to Keflavik, but no information regarding our next flight from Keflavik to Baltimore. No boarding pass, no explanation or departure time, no information from any employee at the PLAY terminal or from the flight crew while in flight or on the ground. We weren’t advised of where to go or what to do next. After landing in Keflavik at approximately 0300, we determined through a search that there is only one flight daily from Keflavik to BWI and the departure time was 1515 hours; an unplanned layover of approximately 12 hours. With no hotel availability, my wife and I spent 12 hours trying to sleep on hard wooden benches with all of our luggage piled around us. After showering, dressing and departing our hotel on Saturday we would now be faced with wearing the same clothes and no chance to shower till we arrived home over 36 hours later. We could not check into our flight from Keflavik to BWI until 1215; so we stayed close to the terminal that airport employees told us would be opened by PLAY personnel eventually. Passengers filled a “roped” off section near the kiosks where the PLAY check-in would take place. An employee told everyone inside the “roped” off area that they would need to move to a different “roped” off section which chicaned to 4-5 PLAY check-in counters. Passengers asked why they couldn’t just stay in the line and go to the counters. Her response was, This is not the line. The line is here, so you’ll have to go to the other line (not quoting, but words to that affect). This caused people to start ducking under the “ropes”, dashing around cordoned off areas into the other area or those of us who were outside to make our way into the designated area. There was no thought or consideration given to those who had been standing patiently waiting for the customer service counters to be opened. The bond female, then left and there we only two booking agents to deal with the throng of passengers waiting to check in. With 4-5 available “counters” there were only two customer service agents working. We were fourth in line and it took us 45 minutes to check in for our flight. Terrible experience, but no I know to never fly with PLAY again.

✅ Trip Verified | PLAY delayed my luggage for two days. The clothing and incidentals I had to purchase they are trying to kick back as further use. In other words, I was supposed to wear the same underwear, socks, shirt, pants, not brush, my teeth, etc. etc. for 36 hours. They also suggested I should have rented my clothing. Are you kidding me? Additionally, they blamed me for not carrying on a bag (which they would have charged me $50) even though I was checking an empty bag for work I was performing in Iceland the next morning. Are you kidding me? Blame me for checking a bag two hours in advance of a nonstop international flight? They also charge you for water in flight. I will never fly them again. I take pity on anyone who flies them.

Not Verified | Unethical practice, and worst 'customer service' (if you can call it that) ever! We booked tickets to Paris via Iceland, and specifically purchased two aisle seats across from each other. Neither of us wanted to get stuck with a middle seat on a long flight. Play Air switched out the aircraft on the KEF-CDG and CDG-KEF legs, but didn't bother to tell anybody. They kicked us into middle seats, and declined (after several pleas) to refund the money that we paid for the original/specific seats that we had been bumped from. It was near impossible to reach them, as there are no contact phone numbers and/or emails. In addition, though the price seems to be low, they charge a fortune for carry-on bags each way...and even more for checked baggage. Higher than any other airline out there. There was absolutely no way to access any in-flight entertainment whatsoever. No movies, no wi-fi...nothing! Will never fly this airline again.

✅ Trip Verified | Worst customer service ever. No phone number to call. My flight got cancelled, no help, no refund. Unbelievable

Not Verified |  Bought 2 tickets. One person couldn’t make it so I changed the name of the passenger for £190. The second passenger couldn’t make it for the same ticket so the ticket was cancelled. PLAY kept the ticket fare for the cancelled ticket however refused to refund the name change fee for a ticket nobody used. When complained they stated this is their terms and conditions, refused to give rationale for their costs and the person dealing with it was passive aggressive and sarcastic. When you insure your tickets read the small print, there aren’t many circumstances when you’ll get your money back.

Not Verified | It is a pleasure to fly on Play! This is our second time using this airline to go to Europe. We love it. For me, who is used to U.S. carriers, I find Play a “drama free” airline. We get in line, board, and take off. No unnecessary announcements. Simply a safety demo and some updates from the pilot. The customer has the choice of paying for the upgrades she wants, be it luggage, a seat of her choice, or food onboard. Simple! The staff are superb. I love their red/grey uniforms which look so comfortable. I love that they wear comfortable shoes. They are always friendly and helpful. I don’t need the awful airline meals served by other carriers; I don’t need movies; I don’t need alcohol. I simply want a safe and calm way to travel. That is what Play provides.

✅ Trip Verified | One of the most horrible experiences ever. We bought our tickets from Baltimore to Reykjavik in November, picked the seats, bought carryon, paid for priority boarding, etc. we received our confirmation and we went on with our lives. In February I checked our reservation and just on a whim checked the plane and looked at our seats. Turned out they changed the plane and instead of moving our seats they left them. I had to contact play via Facebook messenger (they have no telephones) and asked about the seats. They first answered we had 36e and 36f and 20a and 20b. I had to tell them that 36f and 20a did not exist. They said we can move your seats. So we ended up getting separated. That was problem #1. Problem #2- most uncomfortable seats I have ever sat in. We had bought the XL leg room. So so so uncomfortable. There are no power charging plugs for the phone. No wifi. No entertainment. The cabin lights are always on so don’t expect to sleep. Everything is a fee, even water. Loading In Reykjavik was a pleasure, they put everyone on a bus (priority boarding and regular boarding) drop you off in front of the plane and make you carry up the baggage with you. All in a single mass. Older and feeble people struggled and had to get help from other passengers because there was not a single Play employee helping all while dealing with 20 degree temperatures with winds. Good times. I will never fly Play again.

✅ Trip Verified | A great flight and value for money as long as you come prepared — buy a carry on or checked bag with your ticket as it is significantly cheaper, bring water and food on board as it isn’t provided for free, download movies to your phone as there is no in flight entertainment, and bring a backup battery as some planes with no charge points. Leg room was excellent without purchasing a seat with extra legroom. Staff were friendly and helpful, and the layover in Iceland was easy and comfortable. Overall, I’d recommend this airline.

Not Verified | Nickle and dime policy is lame. Charge for water, coffee, to pick a a seat. A carry on bag is a terrible policy. Had I known, I would not have chosen Play to fly. The checked bag prices is excessive. All in all, I spent $250 per person more than the posted price. No in flight tv, no charge ports .. smallest legroom of any airline I’ve flown. Uncomfortable seats. All of this is short sighted business. I will not choose Play again.