Skip to content

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

Online Customer Service

Our services are all online. It is easy, quick, and comfortable. You can contact us through following channels:

·       Chat box on our website – www.flyplay.comLink opens in a new tab,

·       Email us - [email protected]Link opens in a new tab,

·       Facebook messenger,

·       Instagram messages

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.


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 [email protected]

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.


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 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 or by mail to [email protected]

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.​