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 212 reviews
5/10
No Skytrax Rating
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10/10

"crew professional and helpful"

(France)

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.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteParis to New York via Iceland
Date FlownMarch 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
yes

6th March 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!

9/10

"planes are as clean as can be"

(Iceland)

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.
AircraftA320-251N
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteKeflavik to Stansted
Date FlownMarch 2023
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
yes

6th March 2023 : PLAY response

Thank you for flying PLAY! We‘re happy to hear you had a positive experience flying with us, despite the early departure. Hopefully we can welcome you on board again in the near future.

5/10

"I was harassed several times"

(United States)

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.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteKeflavik to Baltimore
Date FlownFebruary 2023
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no

6th March 2023 : 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.

6/10

"The seats are small"

(Denmark)

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.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteKeflavik to Copenhagen
Date FlownFebruary 2023
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
yes

6th March 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.

2/10

"Poor customer service"

(Singapore)

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!
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteReyjavik to Paris
Date FlownFebruary 2023
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no

6th March 2023 : PLAY response

Thank you for taking the time to write us a review. When you are making a booking with PLAY you always have to determine which carry-on baggage allowance you want to add to your booking; if you want the smaller allowance, which is included in the airfare, or the larger one which costs extra. It’s always more expensive to pay for services at the airport rather than pre-booking ahead of the flight. Again, thank you for the feedback.

9/10

"crew very accommodating"

(United States)

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.
Aircraft?
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteStewart to Reykjavik
Date FlownFebruary 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
yes

6th March 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!

1/10

"The plane smelled of fish"

(Iceland)

Trip Verified | We were charged EUR 182 extra for 7 kg over weight luggage. The plane smelled of fish on the way home because the plane was in cargo flight with fish the day before. Our luggage got lost at Keflavik airport for 80 minutes.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteTenerife to Reykjavik
Date FlownFebruary 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no

6th March 2023 : PLAY response

Firstly, thank you for your review. Checked luggage can be a maximum of 20kg. If baggage is over that weight limit we do expect our airport agents to charge passengers accordingly. Moreover, we apologize for the smell of fish that spread into the cabin as a result of the cargo not being properly packaged. Air quality on board is very important for the overall flight experience, and we harm situations like these by compromising it. This has been escalated to the relevant departments and we are working hard on preventing this from happening again. Thank you again for the feedback.

2/10

"hope not to fly again with this company"

(Iceland)

Not Verified | The policy in a company should be the same from the beginning. We flew last year with the same cabin luggage and I didn't pay, now from our flight on 20Th February, they charge us 80 euros for the same cabin luggage, and we did pay for the big one. I do hope not to fly again with this company.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteReykjavik to London
Date FlownFebruary 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no

6th March 2023 : PLAY response

Thank you so much for taking the time to share your experience with us. We certainly strive to deliver the best service possible and we are very sorry to hear that you were unsatisfied with our service on your recent travels with us. We appreciate your feedback and really hope you will give us another chance in the future.

8/10

"crew was professional"

(United States)

Trip Verified | The convenience of using New York Stewart was greatly appreciated. Both outbound and inbound flights were on time. The crew was professional and the cabin service was good. Getting an exit row seat on the return was an additional bonus for my 6’4” frame.
AircraftA320 neo
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteKeflavik to New York Stewart
Date FlownFebruary 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
yes

6th March 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!

3/10

"just too uncomfortable"

(United States)

Not Verified | Never again will I fly this airline. The seats are uncomfortable and the cabin was so hot I was nauseous. Also, the lack of Wi-Fi on such a long flight is untenable- especially when flying with young children. The staff was lovely but it was just too uncomfortable and expensive for what was offered.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteBoston to Reykjavik
Date FlownFebruary 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no

6th March 2023 : PLAY response

Thank you for your feedback, it is always appreciated to hear what can be improved upon. We are sorry to hear about your negative experience with us and we apologize for any inconvenience on your flight.