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.
airlines reviews