My flight is disrupted - what do I do?

In case of changes to the flight schedule, we'll send a notification to the contact details in the booking, I.e. email address and phone number, regarding the next steps. 

Keep in mind that if you booked through a third party, contact information in the booking might be theirs, in that case, please contact our Service Team who can assist you with the  next steps. 

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

Check-in and baggage drop-off closes  1 hour before the originally scheduled departure time. If there is a change in the check-in deadline in relation to your flight disruption, 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 at PLAY's expense.

On the off chance that we are not able to arrange hotel accommodation for you, we might ask you to cover the cost and then claim the expenses from us. In such cases, it is important to keep all original receipts and costs as low as possible to ensure full reimbursement of the costs incurred.

Any incurred expenses can be submitted via a form here.

Incurred expenses due to meal purchases are evaluated based on the length of the delay and delay is considered to start at the originally scheduled time of departure. 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 refreshment/meal vouchers. If that is the case, we will issue vouchers directly to your boarding pass. 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 voucher amount on your boarding pass, we might ask that you cover the cost of refreshment/meals and then claim the expenses from us. Please keep all original receipts and cost to minimum. Please note that alcoholic drinks are never reimbursed.

Any incurred expenses can be submitted via a form here.

Incurred expenses due to meal purchases are evaluated based on the length of the delay and delay is considered to start at the originally scheduled time of departure. In case of a delay overnight you are entitled to 3 meals per 24 hours from the scheduled time of departure. These costs are required to be kept at a minimum. Please note that alcoholic drinks are never reimbursed. 

Please keep all original receipts and file a claim for reimbursement via a form here.

If you are at the airport and check in 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. Please note that we do not reimburse taxi or rental car receipts - if public transportation was available at the time.

We will only reimburse reasonable travel expenses in accordance with the length of the delay. Please keep all original receipts.

Any incurred expenses can be submitted via a form here.

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 a form here.