PLAY airlines
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Avoid at all costs-Baltimore Airport
I’m no stranger to budget airlines, and I fully support the model when a service is sold at a minimal price without any bells and whistles. However, PLAY Airlines seems to have mistaken “budget” for simply taking money with zero accountability—because it's “cheap.” My husband and I have flown with them twice. The first time, the flight was delayed by over two hours, and our travel agency had informed us in advance. We arrived a little over an hour before the updated departure time, but PLAY refused to accept our luggage because they had closed the counter based on the original schedule. This was in March 2025 at Baltimore Airport. To make matters worse, a staff member—particularly a woman who always wears her hair up—told us to throw our luggage away and buy small bags from the airport, paying for them separately as carry-ons if we wanted to board. That was "the best she could do." We frantically searched the airport minutes before departure, ended up buying overpriced backpacks, and paid again for them as carry-ons. She also advised us to contact customer service later for a refund on the original luggage fees, suggesting they would compensate us for the extra charges—which ended up being three times what we originally paid. We followed her advice, only to be told by PLAY that they could do nothing for us and that the situation was entirely our fault. Despite this disastrous experience, we chose to give PLAY another chance and booked a second flight in May 2025. This time, we arrived at the airport hours early to eliminate any chance of error. However, when we approached the counter, the same staff member informed us that our connecting flight had been canceled—and that we could no longer travel with them as a result. We had hotel and car reservations booked at our destination and asked what our options were at that point. Her response: to move aside because we were holding up the line. After hours of back-and-forth via WhatsApp with their customer service, we were finally allowed to board the first leg of our trip—but had to rebook the connecting flight ourselves with another airline just to reach our destination. I understand that budget airlines don't always provide top-tier service. But that shouldn’t excuse a complete lack of accountability or professionalism. If you accept payment for luggage, accept the luggage—or reimburse your customers. If you cancel a connection, take responsibility and make alternate arrangements, rather than informing passengers last-minute that they can’t travel due to your poor planning. And most importantly: hire staff who possess at least basic manners and customer service skills.