PLAY airlines 

My kids were supposed to fly from BWI to London with 2 hours layover in Keflavík. Multiple gate changes in Keflavik airport were not communicated to the kids. The connecting flight left them in the airport and their luggage were unloaded without any announcement. They didn’t even try to look for them.
Truly a cheap airline

This was the worst experience flying ever. For our trip to Paris, our flight kept getting delayed and delayed until we were going to miss our connecting flight. They said they wouldn’t be able to get us another for 4 days! We had to take the next flight out of Stewart the next day and 3 out of 4 of us got the flight, leaving my sister to have to find another at another airport. They didn’t help her at all and she is still waiting for reimbursement. Her flight home was also delayed and the same thing happened. She spent over $2000 extra to make her trip happen. It was my family’s first trip to Europe and we missed a day in Paris and spent so much extra to try that should not have happened. Not once did Play try to pay for any of their mistakes. If they don’t reimburse my sister for all of her out of pocket expenses due to them, that is soooo unprofessional. I will NEVER fly with them again.

Everything was good but our seats for the flight back got changed so the whole family could not sit together

Horrible service my flight was cancelled and I couldn’t get help anywhere and the Ai puffin doesn’t answer any of my questions and doesn’t understand what I’m saying. Terrible that you can not talk to a real person. Will absolutely never buy again from play

Don’t use them on overseas flights. They use standard aircraft’s with no extra space for legs and no entertainment on long flights. And you have to pay fór everything, though prices are reasonable.

We flew with play from Keflavík to Faro in portugal. For starters the automatic bag drop worked for one of our bags but after multiple attempts of trying to check in the second one we had to wait over 45 minutes for a team of very unenthusiastic check in agents arrived and they were in no hurry to help passengers. The line to the check in counter was blocked off and one of their employees a very rude and angry woman didn't listen to anything we said about the bag drop not working and sent us back there to try again which ofcourse didn't work and then she was pissed off because we came back. I've never known such poor customer service etiquette and I'm never flying with them again and won't be recommending them to anyone. It's also very obvious that they are going into bankruptcy soon.

I was very impressed with PLAY airlines, given this is a low cost airline. The plane was pretty new (an Airbus 320neo) and all cabin crew were friendly, professional and very aware of safety regulations at all stages of the flight - something not all airlines take seriously. Both the outward and return journeys (to Reykjavik) were on time. Boarding was efficient and the seats were comfortable.

Our flight got canceled 2 months after booking and 5 months before the trip. The alternative options we got offered were absolutely ridiculous (e.g. flying to a different city in Europe while the returning flight was still from Iceland) while there was a perfect options available which didn't got offered (same flight same day, same time from Amsterdam instead of Brussels). In the end all was arranged well until we got to the returning flight. Less than 12 hours before the flight we got an email telling us that the departing time was moved from 6:10 to 7:00. So obviously we arrived at the airport for check-in 50 minutes later only to get told that the check-in was already closed. Apparently if your flight moves with 50 minutes, we were expected to still check-in on the original time and just let our time rot away at the airport. If you expect this from people... tell them in the email. What is otherwise the point of sending out an email about the changed departure time?! All in all it was a very stressful experience to get to the flights, which had a negative impact on our honeymoon. The flight itself was fine and the in flight personal were friendly.

Had no issues at all with our flights. Crew were friendly, seats clean and comfortable. Arrived ahead of schedule both times.

Price was the best. Flight attendants were friendly, but could have been more professional. Bag drop off staff was great and professional! Wheels damaged on suitcases. Delay of 30 min due to rain from Berlin to Iceland, however, caught up with time during flight, therefore, I was able to catch connecting flight. Early arrival at Boston from Iceland, about 30 min. early. Also early arrival from Iceland to Berlin. Bumpy landings in Boston and Iceland. Suitcases were not lost a single time, and very fast delivery from airplane to bag pick up area. No Iceland licorice offered to buy in the flights to Iceland from Berlin and from Iceland to Boston. Offered on flight from Boston to Iceland, though, that menu was OK. Food choices to buy were bad and pricy. Not even Icelandic yoghurt offered. Food in other Icelandic airline so much better. My kids and I were separated because I refused to pay extra for seating. My kids are 14 and 16. My kids were upset about it. We were always seated with super crazy kids who would scream, cry, be very noisy. No sleep even during the night flight to Iceland because of it.

I accidentally booked my flight at the wrong dates, realised right away and tried to change/cancel my flight immediately.
If you do not buy the cancellation protection, play does not offer any alternatives that make financial sense.

I ended up picking the best option for me which was a partial refund. I ended up receiving less than 1/6 of the price I paid for my flight.

I ended up having to cancel my trip due to the financial loss.

This policy is insane, make sure you are a 100% sure that you have selected the right dates before your booking or buy the hefty cancellation protection.

1 star review, no flexibility or compassion for my situation.

Our flight was delayed. Missed connection. No person available at airport. No customer service phone number. Had to request a refund and spend an extra $1440 to spend the night and get another flight. Flight attendants were useless and a plane full of people had the same experience.

thanks a lot dear Play crew for your wonderful service onboard, smiles and positive attitude. Also seats are spacious and your fares always the best, I most often fly once a month and always choose your company if I possibly can. Stay strong!! Áfram Ísland!!!

Correct, punctual, friendly

Nice staffs, no problems with check ins

Worst airline experience with PLAY – fly at your own risk

I travelled with PLAY recently, and they damaged my suitcase. Despite filing a report on the same day, their customer service dismissed it as “normal wear and tear” and refused any responsibility.

PLAY will not care if they damage your suitcase. If it happens, you’re on your own.

This suitcase was a gift, and this was its first trip ever. It was in perfect condition before flying with them, and now it’s scratched, dented, has broken parts and the zip won't work smoothly – yet they keep denying the claim. Their replies are cold, dismissive, and unhelpful.

I do not recommend flying with PLAY if you care about your belongings or expect any kind of decent customer service when things go wrong.

I am planning to escalate this issue further.

Flight got canceled, haven’t recieved the money yet…. Been half a year. Have sent about 30 email’s. They aren’t responding. By far the worst company service i have ever experienced. I will never fly with this company again.

I believe Play could improve its service in several key areas:
1. Check-in Process at Airports
There should be two separate lines at the airport:
• One for passengers who have already checked in online.
• One for those who need to check in at the counter.
Clear signage with QR codes should be available so passengers can easily scan and check in themselves.
2. Boarding Procedure
Priority boarding passengers should be allowed to board the plane first.
Then, five minutes later, general boarding should begin for those who haven’t purchased priority, as well as for elderly passengers, people with disabilities, and families with young children.
3. Cabin Crew Efficiency
I’ve flown with Play many times, and one recurring issue is that cabin crew often appear too focused on chatting rather than preparing the aircraft promptly for the next flight. This delays boarding and can create unnecessary waiting for passengers.
4. Departure from Amsterdam
If possible, avoid departing from M terminal at Schiphol Airport in Amsterdam. It offers a poor experience for travelers — there’s only one small duty-free shop with limited options, nothing much to see, and almost nowhere to sit and relax.
5. In-Flight Menu
The in-flight menu could be improved with a wider selection of beverages and snacks, especially by including more popular and well-known drink options. Ves

My experience with Play was a huge disappointment for me in Spain. Lack of knowledge English expecially spelling and clear transcript would help them not miss customer at airport.
Learn how works SAS !
They even call customer if some misunderstanding came up.
Of course Play like a robot talks about Terms and Conditions but sends you email
"How they can improve. "
I don't think they care about customers.