Traveling to the USA
ESTA: The Electronic System for Travel Authorization is an automated system that determines the eligibility of visitors to travel to the United States under the Visa Waiver Program.
All passengers that travel to the United States under the Visa Waiver Program must submit their electronic travel authorization, the latest 72 hours prior to departure of the flight and present the proof of authorization before boarding a flight to the United States. Please see all details here.
You can apply for your ESTA here
APIS: You'll need to provide your advanced passenger information the latest 72 hours prior to departure of the flight. This is a requirement from the United States authorities.
You can submit this information through Manage Booking within your MyPLAY account.
We'll need the following details from you:
- Passport number
- Expiration date
- Address of where you'll be staying in the United States
COVID-19 Travel restrictions: Please familiarize yourself with the current COVID-19 restrictions and travel alerts at your destination.
Check out our COVID-19 map to see where you can travel and the rules at your destination regarding COVID-19. Please note that the information this map is based on are updated regularly so we recommend travelers stay up to date on their destination‘s rules and regulations.
Customer Service Plan
Our U.S. Customer Service Plan (the “Plan”) applies to all of our scheduled flights that depart from or arrive at a U.S. airport.
We have established this Plan to comply with the U.S. Department of Transportation “Customer Service Plan” regulations (14 CFR Part 259.5). A copy of the Plan can be found on our website www.flyplay.com.
Lowest fare available: We will disclose on our website or when you contact us online regarding fare or to make a reservation that the lowest fare offered by us might be available elsewhere.
Our staff members are highly trained in identifying the lowest available price and can offer you several options, depending on what best suits your needs, while conveying the information to you that reserving the ticket through them will incur a separate service fee.
Delays, cancellations and diversions: In the event of a delay, cancellation or diversion that lasts 30 minutes or more, we will notify our passengers within 30 minutes after becoming aware of the disruption. We may use one or more ways to communicate this information: we will use the phone number provided directly to PLAY at the time of booking to give our passenger regularly update through text message/sms; try our best to provide information in the boarding gate area of a flight; on airport flight status display boards (provided we have control over such displays or can provide the information to the party who controls the display); in flight status updates on our website.
Baggage delivery: In the event that your baggage does not arrive on your flight to or from the U.S., we will make every reasonable effort to ensure that your baggage is promptly delivered within 24 hours.
We will reimburse costs in accordance with the provisions outlined in the Montreal Convention, and will refund any baggage fees charged if the bag is lost.
If your baggage does not arrive with your flight, we need to ask you to notify us via our Self-service World Tracer reporting system, within 4 hours of the flights’ arrival time.
Within that reporting system, you’ll insert all necessary details of your baggage and your contact information. The more details you enter about the conditions of your baggage such as color, type etc. the better.
We recommend that you specifically label your baggage with a baggage tag containing your name, phone number and email. That baggage tag should go inside the baggage as well as the outside of it. The inside bag tag will help in identifying your baggage, in case the other one falls off.
Cancelling reservations: We will provide a refund for flights to and from the U.S. if you choose to cancel the booking within 24 hours of purchase, provided that the booking is made at 7 days prior to travel.
Refunds: If you used a credit card to make your purchase, we will submit the request for a refund to the credit card issuer within seven business days of processing your completed request for refund. The credit card issuer will refund under the terms of the credit card agreement; your credit card statement may not immediately reflect the refund. Fees charged for optional services that were unavailable or not provided due to an oversale situation or flight cancellation will be refunded to the passenger.
Accommodating passengers with disabilities: Passengers with disabilities and special needs will be appropriately accommodated, including during lengthy tarmac delays at U.S. airports, in accordance with 14 CFR Part 382 of the U.S. Department of Transportation’s regulations and our general conditions of carriage.
Complaint Resolution Official: Our agents are aware of the CRO’s responsibility and can inform you how to reach our CRO.
Our Complaint Resolution Official is Open Doors Organization with contact email PLAY_CRO@opendoorsnfp.org
Please note they should only be contacted with a disability related issue. They are not able to assist with general customer service inquiries.
Lengthy delays on the tarmac: In the event of a lengthy tarmac delay at a U.S. airport, we will act in accordance with our U.S. Tarmac Delay Contingency Plan in order to ensure that the essential needs of all passengers are met.
Overbooking: In instances where flights are oversold, we will handle all “bumped” passengers with fairness and consistency in accordance with 14 CFR Part 250 of the U.S. Department of Transportation’s regulations and our policies and procedures for determining boarding priority.
Other travel policies: Our travel policies, including our cancellation policy, frequent flyer rules, and aircraft seating configuration, including lavatory availability, are available on www.flyplay.com and through our online channels mentioned above.
Changes in travel itineraries: In the event of a change in itinerary, we will provide prompt notification of any changes with text message to the phone number or email address provided at the time of booking. If the booking was made through an agency, we will notify the agency through which the tickets were purchased.
Customer relations: The Customer Relations Department is available to address any concerns or feedback received.
Correspondence will be acknowledged within 30 days and a subsequent response will be sent within 60 days of the date received.
We do not have the ability to provide a formal response to any comments or concerns posted on our social networking sites. Comments, requests or complaints to PLAY should be sent on-line at PLAY's website www.flyplay.com or by mail to email@example.com
Assistance in the event of a cancellation or delay: While we will always strive to ensure that all of our flights depart according to schedule, unfortunately due to the nature of the aviation industry, it is possible that delays may occur from time to time. In the event of a cancellation or delay, we will do our utmost to rebook passengers on our next available flight to their destination and provide other accommodations to mitigate passenger inconveniences. Any compensation or associated costs incurred will be reimbursed in accordance of our General Conditions of Carriage.
This Plan does not form any part of those Conditions of Carriage, nor does it create any contractual or legal rights.
Tarmac Delay Contigency Plan
We have implemented this Tarmac Delay Contingency Plan (the “Plan”) which applies to all of our scheduled and public charter flights that depart from or arrive at a U.S. airport.
We have established this Plan to comply with the U.S. Department of Transportation “Enhanced Protection for Airline Passenger” regulations (14 CFR Part 259). If you experience a lengthy delay on the tarmac in the U.S., we'll ensure you're handled in accordance with our Tarmac Delay Contingency Plan.
On the Tarmac: For flights that depart from or arrive at a U.S station, we will not allow our aircraft to remain on the tarmac for more than four hours before allowing passengers to disembark.
The following is an exception to that:
- For departing flights, when the flight begins to return to a suitable disembarkation point no later than four hours after the main aircraft door is closed in order to deplane passengers. If the aircraft is in an area that is not under the carrier’s control, the aircraft has begun to return to a suitable disembarkation point when a request is made to the Federal Aviation Administration control tower, airport authority, or other relevant authority directing the aircraft’s operations. If the aircraft is in an area under the carrier’s control, the aircraft has begun to return to a suitable disembarkation point when the pilot begins maneuvering the aircraft to a suitable disembarkation point; or
- The pilot-in-command determines that deplaning passengers at a suitable disembarkation point would jeopardize passenger safety or security, or there is a safety-related or security-related reason the aircraft cannot leave its position on the tarmac to deplane passengers; or
- Air traffic control advises the pilot-in-command that returning to a suitable disembarkation point to deplane passengers would significantly disrupt airport operations.
On board: food, water and restrooms: For all flights covered by the Plan, we will provide adequate food and potable water no later than two hours after our aircraft leaves the gate (in the case of a departure) or touches down (in the case of an arrival) if our aircraft remains on the tarmac, unless the pilot-in-command determines that safety or security considerations preclude such service.
For all flights covered by the Plan, we will provide operable lavatory facilities, maintain comfortable cabin temperatures, and ensure adequate medical attention if needed, while our aircraft remains on the tarmac.
Keeping you updated: In case of lengthy delays on the tarmac our crew will keep passengers updated about the current status of the flight and the reason for the delay if it is known. We will notify the status when the tarmac delay exceeds 30 minutes.
Additionally, we will notify passengers on board the aircraft that passengers have the opportunity to deplane each time the opportunity to deplane exists at a suitable disembarkation point for all departing flights and diversions.
We have sufficient resources to implement the Plan.
We have coordinated the Plan with all applicable airport authorities, including U.S. Customs & Border Protection and the Transportation Security Administration, at all U.S. airports that we serve, including all diversion airports, and, if necessary, will work with airport authorities and other airlines to share facilities and make gates available in an emergency.
Complaint Resolution Official
Complaint Resolution Official - disability - related issues:
Our Complaint Resolution Official is Open Doors Organization. They can be reached via PLAY_CRO@opendoorsnfp.org
Please note that they should only be contacted for any disability - related issues and are not able to assist with any Customer Service questions/concerns.
Their website can be found here.
Our staff is aware of the CRO’s responsibility and can inform you on how to reach our CRO.
Refund within 24 hours - USA rule
Cancel your travel within 24 hours from initial purchase
We will provide a refund for flights to and from the U.S. if you choose to cancel the booking within 24 hours of purchase, provided that the booking is made at 7 days prior to travel and paid in USD currency.
If your booking was made through a travel agency, or another booking source, you must contact your point of purchase directly for a refund.
How do I submit my request for a refund and how long does it take?
You can submit your request through here. We will do our very best to refund you within 24 hours from your request.