Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/03/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing this complaint regarding Play Airlines poor handling of a rebooking issue, which caused significant inconvenience and financial loss.Originally, I was booked to depart on December 3, 2024, and return on December 8, 2024. Play Airlines informed me that my December 3 flight was canceled, forcing me to rebook for December 2 and incur additional expenses for the best available option.On December 2, I arrived at the airport an hour before my flight, expecting to check in. However, I was informed that check-in had already closed, leaving me unable to board. I was directed to rebook online, paying nearly $300 in fees.I believed I rebooked my departure for December 2, maintaining my return on December 8. However, the system instead changed my return to December 4, completely disrupting my plans.When I contacted customer service, they claimed the changes were intentional and cited their ****************** to deny further help. They only offered a refund of USD ***** for airport taxes, which does not address the fees I already paid or the inconvenience caused.Resolution Requested:1.A full refund of the $300 rebooking fees.2.Rebooking of flights to reflect my original plans: departure on the next available flight and return on December 8.3.Reimbursement for additional costs incurred due to the cancellation of my original flight.This experience has disrupted my carefully planned leave as an active duty service member and left me unsupported. I urge the BBB to assist in resolving this matter and holding Play Airlines accountable for their actions.

  Business Response

  Date: 12/12/2024

  Hi. 

  Complainant booked flight with PLAY airlines, M2JW30, from BWI-KEF 3rd of December and back hom KEF-BWI, 8th of December. 

  11th of July, we sent out notification to passenger informing her that due to schedule change our flight will not operate 3rd of December, and with several options for her to choose from.

  From the option pack, she selects to fly with us the day earlier, or 2nd of December 2024. This is selected August 20th 2024. 

  As stated in Article 10.1 in our general conditions of carriage, which complainant accepted at the time of booking, we do our best to adhere to the published timetable for the day of carriage. However, times indicated in the timetable or elsewhere are not guaranteed and may change between when the timetable is published and the date the passenger wishes to travel.  
  
  In complainant case, he was notified about the schedule change with more than 14 days' notice prior to the departure time, and therefore he is not entitled to compensation from the airline as stated in ** regulation no. 261/2004.

  Regarding her flight 2nd of December 2024, from BWI, unfortunately it seems that she missed her flight as she is marked as no-show in our system. Our tickets are non refundable, unless you purchase cancellation protection at the time of booking and condition of the protection is met, so in this case eligible for a tax refund for the unused flight.

  If you need any further information, please let us know. 

  Kindest regards,

  Eln

   

   

   

• Initial Complaint

  Date:11/15/2024

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Unable to check in airline via app or over mobile website. No # to contact Play. Had to pay for the luggage that I was not sure if I had pre paid or not. Told Play Airlines at airport and company told me they would check my bag complimentary. However, bag was lost. No one contacted me to check on me. I had to go to airport multiple times to check where my bag was.

• Initial Complaint

  Date:11/15/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello. My flight was delayed August 19th for 2 days. So, they sent emails saying to rebook for the soonest available as well as what they will reimburse. Due to ** regulations, Play Air is required to reimburse me. I submitted all receipts and documents, plus receipts of my bag I had to pay to rebook, two times by email. My case number is ******. They have received all information. The amount is about $500 (hotel, taxi, food per diem, rebooking baggage fee, etc). When I inquired about receiving payment back, they said they dont have a timeline for payment. We dont do business in ******* with a lack of transparency where they dont have defined times of paying back. i actually enjoy this airline, and take it quite often, so Im surprised their customer service is great everywhere else except this. I want my reimbursement back promptly so i can continue to fly with them, and hope they are more prompt with reimbursement they are required to pay by law within a reasonable amount of time. The new laws implemented said it needs to be within a week that recently passed.

  Business Response

  Date: 12/03/2024

  Dear ****.

  Extreemlly sorry for the delay of response, and lack of help from our customer service team in regards to the refund.

  I wil finalize your claim today, with relevant refunds in relation to your delay in ********

  I can see that our claim agent replied to you with incorrect answer two days ago. 

  Kindest regards, 

  Eln

  Customer Answer

  Date: 12/03/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  Thank you to the bureau and the airline for handling this promptly and fairly. I will continue to enjoy this airline.
  
  Sincerely,
  
  **** ********

• Initial Complaint

  Date:09/26/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought tickets for a flight to ***** and my return date to come back to ***************** was The 15th of August from *********. When my Wife and I got to the airport we were informed that our flight was canceled. We were stranded in ******* for two days, we had to get a hotel room for two nights and we had to book flights back home with another airline Carrer. Our two days stay cost us more than ***** Doller's. I submitted a claim with Fly Play airlines more than 4 weeks ago and have had no response from this company.

  Business Response

  Date: 10/08/2024

  This was just sent to complainant:

  Dear ****** *******.
  
  
  We just received your complaint to **********************. I am so sorry for the lack of response to your case. 
  
  
  We extremely sorry for the discomfort you experienced because of the schedule change on your flight. 
  
  
  Please attach receipts for additional cost in relation to our schedule change, and we will get back to you. 
  
  
  Kindest regards,
  Eln
  Claims Team at PLAY

• Initial Complaint

  Date:09/05/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 21 June my daughter flew play airlines with two friends to ******* ******* from *********, **. I purchased the three tickets on my credit card. They arrived in ******* and found that their baggage was not put on the plane from ********* (via *******). Eventually after much back and forth their bags were delivered to them on 26 June. Because they did not have any toiletries or clothing with them in their carry-ons they purchased items to sustain them until they received the bags. Each passenger submitted a claim for reimbursement per federal guidelines and the airlines claim instructions. The other two passengers have been reimbursed but despite my putting in 3 claims (after chatting with a representative on the status many times and emailing them several times) I have not been paid. The most recent communication from them was I needed to file my claim under the other passenger's completed claim. We did that and there has still been no response from the airline other than they cannot assist me. It's completely unacceptable to go two months without reimbursement and also to get tossed from one department to the next. Also makes no sense why we can't have our own claim when the other two passengers had theirs and have been paid!

• Initial Complaint

  Date:06/14/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My husband and I purchased airfare from Play Airlines to fly to ***** on 6/12/24 and to return home on 6/16/24. The purchase date was 2/24/24 and the booking number is M250DG. We had planned to meet my sister and her husband in ***** for a long weekend. Last week, however, my sister had a serious fall, was hospitalized, and is unable to travel. She is, in fact, unable to leave her house. My husband and I are her primary caretakers and are therefore unable to travel as well. We emailed Play Airlines several times explaining the situation (first time on 6/5/24) and they responded that they would not issue a refund. We want to contest this as this was an unforeseen medical emergency. We didn't just change our minds about traveling - we are unable to travel because of an unfortunate medical issue that we had no knowledge of until 6/5/24.

  Business Response

  Date: 06/24/2024

  Hello,

  According to our General Conditions of Carriage, flight fares, optional service charges and other charges and fees are non-refundable. As the claimant did not buy cancellation protection - we are unable to refund the fair. However, they are entitled to tax refund - which have already been issued. 

  Warm regards,

  Claims Team, PLAY.

  Customer Answer

  Date: 06/26/2024

   
  Complaint: 21844337
  
  I am rejecting this response because:
  

   My husband and I feel it would be fair to ask Play Airlines to issue us a credit for the flight that we were unable to take due to the medical emergency in our family. Again, as stated in our correspondence with both Play Airlines and the Better Business Bureau, we were unable to use our airline tickets due to an unforeseen accident that happened to my sister, for whom we are primary caretakers.

  
  We understand that they may not want to issue a refund, but a credit for a future flight seems fair.
  

  
  Sincerely,
  
  **** *****

  Business Response

  Date: 07/05/2024

  Hello,

   

  We stand by our previous answer. 

   

  Warm regards,

  Claims Team, PLAY.

  Customer Answer

  Date: 07/13/2024

   
  Complaint: 21844337
  
  I am rejecting this response because: Please see attached file.
  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:06/07/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased airfare with PLAY airlines on March 3, 2024 for travel from Dulles Airport to Reykjavik, Iceland departing on June 6, 2024 and returning on July 6, 2024. On May 29, one of the passengers, ***** ********, broke his knee cap (patella). The orthopedist has advised against travel during the 6+ weeks of recovery. Failure to rest and excess strain on his knee, which traveling during this time would incur, could result in a delay in healing and likely the need for surgery.
  
  Both ***** and I have reached out to PLAY airline's customer service chat/******** and we have also reached out to customer complaints via email. The airline is refusing to offer a reasonable solution. They have offered two options: 1) a refund of $212.66 for airport taxes or 2) rebook our flight where we incur the cost of the change fees which will be over $250.
  
  We have asked the airline for a refund, a credit to the airline for the amount of our airfare, or to cover the costs of the change fees. However, they have refused to honor this citing that we did not purchase insurance at the time of booking. While we realize this was a mistake in retrospect, they will not even consider being flexible with their policies for this situation. Considering the risk to Allan's health, which could result in further injury, we are hoping you can investigate and help us come up with a reasonable solution that will not require further payment to the airline to change our flights.

  Business Response

  Date: 07/03/2024

  
  
  Hello,

  
  According
  to our General Conditions of Carriage, flight fares, optional service charges
  and other charges and fees are non-refundable. As the claimant did not buy
  cancellation protection - we are unable to refund the fair. However, they are
  entitled to tax refund - which have already been issued. 

  
  Warm
  regards,
  Claims
  Team, PLAY.

• Initial Complaint

  Date:06/06/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My complaint is against PLAY AIRLINES. My booking number was/is MOVMCD. They cancelled my flight and forced me to stay in ***** for another 24 hours. As a result I incurred expenses of more than $150+. I am only seeking a refunf now of $124. It is the cost of the hotel. (I never gave them permission to charge my card $87 for the hotel.) Money was tight and I starved and thirsted because of these unforseen expenses. It also cost me $34 to get from the hotel back to the airport. Total $124 My flight was supposed to be on June 28, RT BWI - *****. FLIGHT NUMBER OG401. The last 4 digits of the card used is 7104.I have emailed them over 17 times and I always get the run around in false and misleading emails. I travelled for 36 hours, in a very uncomfortable and too small a seat, and got 4 hours of sleep. This discount they give you is obviously eaten up by necessity for water, food, transportation and lodging

  Business Response

  Date: 07/01/2024

  Dear **** ********,

  We have now processed the 124USD refund to your creditcard.

  Warm regards,

  Claims Team, PLAY.

  Customer Answer

  Date: 07/03/2024

  They say they put $124 in my bank account, but I haven't seen it. Do they have the right account info for me? The card number they have is expired. Please get back to me about how they intend to pay. I can be paid by ****** to **** ********.

  Thank you,

  ****

• Initial Complaint

  Date:05/01/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a ticket from *** to ******** with carry on luggage and priority boarding. However, during boarding from ***, the airline employees did not utilize priority boarding and instead boarded the aircraft from the back to the front, which meant all overhead space was full by the time I boarded to take my priority seat in the front of the airplane. I contacted Play seeking recompense as not only did I not priority board but I had nowhere to place my paid-for carry on luggage because others from the back of the plane had filled my overhead space by the time I boarded. After several emails back and forth with Play I have received not a single dollar or credit due to this lack of a failure to provide services as well as clearly a scam to charge people more and then not board them in the order in which they paid to be prioritized.

  Business Response

  Date: 05/21/2024

  Hello,

   

  We have now refund *****USD (priority boarding + carry on) to the card used at time of booking (ending -2925)

   

  Warm regards,

  Sigrn,

  Claims Team, PLAY.

• Initial Complaint

  Date:03/14/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Yes, my spouse and I had made a food purchase during our return flight via Play Airlines to Baltimore, MD, and had paid $24 for over-cooked in-flight food, which we had sent an email for refund, however their customer service wants to give us the run-around and rhetoric. Thus, we're now filing our complaint with the BBB for resolution and refund of our hard-earned $24. Thanks!