Terrible experience. I’ll never fly with PLAY again. Our return flight on 11 February 2023 from Paris to Baltimore was to have a brief layover in Keflavik, but weather caused a delay. The delay then became a cancellation, which then became a delay again. Our departure went from 1130 to 2230 on Saturday 11 February 2023 as a result. After navigating the options provided to us we decided to accept the delayed departure, but because of the earlier cancellation, we had already booked with PLAY to depart on Sunday 12 February 2023 at 1130. We cancelled our taxi, had begun looking for a hotel near the airport, made arrangements for the care of our minor child who was at home in America, contacted our employers of the change and requested extra time off from work. All of this was for naught when the flight was merely delayed 11 hours. This required us to check out of our hotel, arrange for our luggage to be secured by them, schedule another taxi and spend extra time and money in Paris until the 2230 departure. At no point was an updated itinerary sent with the new time, nor were we sent an electronic boarding pass. Upon checking into CDG airport in Paris we were given our boarding passes to Keflavik, but no information regarding our next flight from Keflavik to Baltimore. No boarding pass, no explanation or departure time, no information from any employee at the PLAY terminal or from the flight crew while in flight or on the ground. We weren’t advised of where to go or what to do next. After landing in Keflavik at approximately 0300, we determined through a search that there is only one flight daily from Keflavik to BWI and the departure time was 1515 hours; an unplanned layover of approximately 12 hours. With no hotel availability, my wife and I spent 12 hours trying to sleep on hard wooden benches with all of our luggage piled around us. After showering, dressing and departing our hotel on Saturday we would now be faced with wearing the same clothes and no chance to shower till we arrived home over 36 hours later. We could not check into our flight from Keflavik to BWI until 1215; so we stayed close to the terminal that airport employees told us would be opened by PLAY personnel eventually. Passengers filled a “roped” off section near the kiosks where the PLAY check-in would take place. An employee told everyone inside the “roped” off area that they would need to move to a different “roped” off section which chicaned to 4-5 PLAY check-in counters. Passengers asked why they couldn’t just stay in the line and go to the counters. Her response was, This is not the line. The line is here, so you’ll have to go to the other line (not quoting, but words to that affect). This caused people to start ducking under the “ropes”, dashing around cordoned off areas into the other area or those of us who were outside to make our way into the designated area. There was no thought or consideration given to those who had been standing patiently waiting for the customer service counters to be opened. The bond female, then left and there we only two booking agents to deal with the throng of passengers waiting to check in. With 4-5 available “counters” there were only two customer service agents working. We were fourth in line and it took us 45 minutes to check in for our flight. Terrible experience, but no I know to never fly with PLAY again.
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