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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

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 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.

Checking in and boarding

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.

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 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 that case, we will send all details to the contact information in the booking, to the email address and phone number.

Any incurred expenses can be submitted via this form.Link opens in a new tab Our Claim Department handles all financial claims.

Meals

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.Link opens in a new tab Our Claim Department handles all financial claims.

Transportation to/from airport

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.Link opens in a new tab Our Claim Department handles all financial claims.

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.Link opens in a new tab Our Claim Department handles all financial claims.

EC regulation 261/2004

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

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

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.

Playfin, our chatbot here in the bottom right corner, is always ready to help as well as our Service Team which you can reach here.