My flight is disrupted - what do I do?

In case of any changes to the flight schedule, we'll send all details and information on next steps to the contact information provided in the booking, i.e. email address and phone number.

Keep in mind that if you booked through a third party the contact information from the booking might be theirs, and not your personal email address and phone number. In that case, please contact our Service Team who can assist you with details and next steps.

If you are a part of a group and have not personally provided your email address and phone number it is important that you contact the group contact person who should have received details to their email address and phone number.

Our chatbot, Playfin, should know all the juicy details as well when it comes to irregularities in our flight schedule so you can always try asking him for details. You can chat with him in the bottom right corner here on this website.

Check-in and baggage drop-off will close 1 hour before the originally scheduled departure time. If there is a change in the check-in deadline of your flight, we will notify you specifically.

The boarding gate always closes 15 minutes prior to the flight's departure time.

If you are delayed overnight in a country that is not your country of residence you might be entitled to hotel accommodation from us.

We will do our best to provide hotel accommodation through an electronic link where you can reserve accommodation at PLAY's expense.

On the off chance that we are not able to arrange hotel accommodation for you or the electronic link does not work, we might ask you to cover the cost and then claim the expenses from us. In such cases, it is important to keep costs as low as possible and book the cheapest accommodation available to ensure full reimbursement of the costs incurred.

Any incurred expenses can be submitted via this form. Our Claim Department handles all financial claims.

Incurred expenses due to meal purchases are evaluated based on the length of the delay and we only reimburse reasonable expenses in accordance with the length of the delay.

In case of a delay at the airport, you might be entitled to meal vouchers. If that is the case, we will issue vouchers in the form of pre-paid cards. We will send you details and information on the next steps via the contact information in your booking, i.e. email address and phone number.

If for whatever reason, you do not receive the pre-paid card from us we might ask that you cover the cost of meals and/or travel expenses to/from the airport to your hotel and then claim the expenses from us. These costs are also required to be kept at a minimum. Please note that alcoholic drinks are never reimbursed.

Please note that a delay is considered to start at the originally scheduled time of departure.

Any incurred expenses can be submitted via this form. Our Claim Department handles all financial claims.

Check-in at airport has started

If you are at the airport and baggage drop-off has started when a notification about a delay is sent, you might be entitled to transportation between the airport and hotel. Public transport should be used whenever possible. We recommend using airport shuttles from the hotel directly.

We will only reimburse reasonable travel expenses in accordance with the length of the delay.

Any incurred expenses can be submitted via this form. Our Claim Department handles all financial claims.

If your flight has been delayed for more than 5 hours from the originally scheduled departure time you are entitled to request a full refund from us for the affected flight leg and any unused flights in the same booking as the delayed flight.

All details are sent to the contact person in the booking, i.e. email address and phone number.

Any incurred expenses can be submitted via this form. Our Claim Department handles all financial claims.