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:02/28/2024

  Type:Service or Repair 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.

  My name is ***** ****** ******* ******. On January 12 was my flight with PLAY AIRLINES from *********, ************** (Airline PNR M1W1WL) with destination to ********* . Once I arrived my bag never arrived , immediately I filed the baggage claim and lost report( # CDG0G10314) . They ask for an address and I provided it , however I explain I was on a extensive itinerary to different countries in ****** due to my college graduation trip . I wasnt gonna be in ***** more than a week . My bag never arrived there they called me ****** representative and told me they located the bag but since I was gone they were gonna place the bag in the back home flight (22 days after January 12) I immediately ask who would pay for my clothing expenses and necessary items I needed for a three week trip. Representative said file a claim through **** and they would pay for those expenses, so I did what he told me. Although the stress of not having your personal items I had no choice but to buy clothes a new bag and personal items . Now we are on February 25th and I been extremely patient with them also my flight back home was delayed for three days I also spender two nights in ******* and Im expecting PLAY AIRLINES to also pay for that . They are the worst customer service , they dont even have a phone number to actually speak with someone it has been extremely difficult to even receive an answer from them and Im a newly grad student finally starting life but started now with more debt to my credit card due to the expenses spent relating my lost bag I am very stress and dont know who else to reach. Please help me I am asking for my rights and consumer protection and $2500 spent in clothes regular personal items a new bag , two nights in hotel(due to their delayed flight) . Please help me and thank you for your time . Sincerely ,***** *******

• Initial Complaint

  Date:02/12/2024

  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 Nov ****** we booked a flight for my wife and I with Play Airlines to spend time with 2 of our daughters in *******. The night before our flight we checked in and printed out our boarding passes. On the day Dec 13th of our flight we were packed and ready to go . At 8am we got a text cancelling our flight. No explanation was given. All 3 airports appeared to be operating without unusual delays. We were only given 2 ridiculous options: 1) Fly the next day and pay more than $1,900 in addition to what we already paid. 2) Apply for a refund and maybe in several months we may receive a full/partial or no refund. These options were totally unacceptable. I chose the refund and we had to buy tickets at a premium from another airline on short notice to rescue our visit with our daughters. 2 months later there is still no sign of a refund. This appears to us to be a bait and switch scam.

• Initial Complaint

  Date:02/06/2024

  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.

  I had a flight booked from *************** to Stuart *** York SWF on Jan 18th for ****** ***** my brother - booking number M1QWKX.He was delayed for 3 hours and 19 minutes which in turn meant that he missed his connection upon arrival at ***, He was told to check in the next day no explanation or accommodation was provided and when asked for the next connection out He was told to come to the airport the following day at 12:00 PM.I tried to get him on the next flight on flyplay which they told me they had nothing available until January 21st three days later, we had a flight that he was due to connect on in *** going out to ****** on the 20th We had to book an overnight stay at our expense and additional flight from *** to *** at my expense .. our additional expenses were Hotel $166 flight $597, plus lose of originally flight paid from KEF to ******. Half of $647.25

• Initial Complaint

  Date:01/04/2024

  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.

  According to the email I received from Play Airlines, and subsequent reimbursement to other passengers on the same flight (we have stayed in touch), I was due a reimbursement for out of pocket expenses during a two-day delay in arriving to my final destination. I submitted everything in order and have not been reimbursed while everyone else has been. I have been getting the run around from Play Airlines for almost six months now.
  
  I am told by evidence of the ***** *** chat, that my claim is in process, but nothing ever happens and I am not reimbursed even though they have all they need from me.
  
  "Passengers may be entitled to compensation from the airlines when the flight schedule is delayed according to regulation no. 261/2004."
  
  "If you have any receipt for additional cost, please attach them to this email and we will review them. Please note that we only review original receipts/invoices that are incurred expenses during the delay at the departure station. We are responsible until you have reached your final destination booked with PLAY. Please note that prebooked and nonrefundable accommodation/transport/activities etc after you reach your final destination with PLAY is nonrefundable from the airline and will not be reviewed. We recommend you check your check your travel insurance for that."
  
  I have attached the email correspondence and Chat messages from Play stating that my claim is "in process" - and I never seem to get anywhere. It's time to file a formal complaint.