PLAY

Not Verified | Great service and overall experience good, but too little space between seats when the table is down. The flight was shorter then announced so that was a bonus.

✅ Trip Verified | The flight was on time, the plane appeared new and clean. A lot of space even in economy. Service was courteous and attentive. Overall, a very pleasant surprise. They charge for every single item, but the total price was about 30% cheaper than the alternative. The only negative is that they are not hooked into the TSA-Pre system, fairly minor point in Baltimore. Somehow strange experience in that you have very little interaction with human employees in the process. In Keflavik, you check in your own case, scan it and put it on the conveyor belt yourself. No telephone number to call - Everything is by social media. They do not have in-flight entertainment or wi-fi.

Not Verified | Terrible customer service. We would not have missed our flight if online check-in was available the day before but the website kept giving me an error and no one was available at the airport when we got there to check us in so we missed the flight. Most airlines put you on the next available flight but not PLAY! They had nothing to offer but sorry. Had to buy another ticket after spending an extra night in a foreign country. Don’t trust a company that doesn’t have a customer service phone number to call if something goes wrong!

✅ Trip Verified | Overall PLAY assistance and customer service was very poor. In Boston the assistance at the Boarding Gate was unprofessional. PLAY needed to arrive earlier. They needed to announce what the expectations more clearly, before all the confusion began. Passengers who did not have a red tag on their personal item and carryon needed to bring them up to the desk. Then people were charged $90 for bags that they normally can bring on other airlines as a carryon. The PLAY personnel kept leaving the desk. Passenger became anxious and kept cutting in line to be the next person served. No orderly process. Getting a boarding pass on MyPlay was extremely difficult. Several people asked us if we had as much trouble as they did. The site would need to be accessed several times. It finally worked for the trip from Boston to Keflavik, but not visa versa. I was confused when it asked if I had a check in bag, etc. I paid for it already. Fortunately, I was able to go back on the site and confirm my bag status. The boarding pass final step didn't provide a pass. A popup was shown, but I didn't get to read it. One person should have been available at the PLAY desk in Keflavik. We were not even sure it was the service desk, until security helped us. People want to move on and get through security. Also, at Keflavik we took a bus to the airplane. The priority people didn't get bused separately, so they were just mixed in with the crowd entering the plane. Again, unorganized. In general, the other parts of the trip were good. We left on time and arrived early. The plane staffs was good and Icelandic staff. The checked bags arrived quickly.

✅ Trip Verified | Thank you for the cabin crew for making my trip so lovely, I dreaded the layover but both flights were so smooth. The cabin crew was very professional and helpful.

✅ Trip Verified | Brand new Airbus planes that are as clean as can be. Friendly cabin crew and ground staff. The departure time out of Iceland is not the best, but it's understandable that they are given the worst timing slots as being the newcomer on the market.

✅ Trip Verified | I have a personal item and it fit perfectly into the size. However I was harassed several times about it. One at the check in and then at the boarding. I was the one only being called out in the whole long line.

✅ Trip Verified | Online check in is opened 24hr before the flight. The personal baggage is included in the ticket and carry-on luggage requires extra fee. The carry-on luggage would be charged if you didn't pay in advance. The seats are small, even though I am only 170cm tall and I got low back pain after I took a 3 hours flight.

Not Verified | Poor customer service and misleading information regarding baggage carry on. They had us pay 130 usd extra for checkin luggage and made us pay another 60 usd for carry on because you can only carry backpacks!! Very misleading and the airline counter is not even helpful!

Not Verified | The crew was very accommodating. Never had to ask for anything. It was nice having drinks and food on board and the food was pretty good.