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My flight is disrupted - what do I do?

If there is a disruption to your flight, we will notify you via email & text message about the next steps

EU regulation 261/2004

We work in accordance with EU regulation 261/2004 regarding passenger rights. Please see all details in this linkLink opens in a new tab.

If you believe your flight disruption falls under the details listed within the EU regulation 261/2004 then you can file for compensation hereLink opens in a new tab.

Flight disruption

We understand the inconvenience of flight disruption and frustration when your travel plans get disrupted unexpectedly.

When this happens, we will do our very best to amend the situation in a timely manner and get you to your destination as quickly as possible.

Communication

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. 

Checking in and boarding

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.

Overnight delay hotel accommodation

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 this form.

Meals at airport

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 this form.

Meals during delay overnight

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 this form

Transportation to/from airport

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 this form.

Changing the flight or canceling travel

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.

Assistance from Service Team

We emphasize digital solutions in all our service delivery and all our communication.

If a disruption on a flight takes place, we will update you via the email address and phone number provided in the booking. Our goal is to process matters quickly and that our passengers are frequently and well informed about the current status.

Our Service Team is always ready to assist, you can reach them here.