Cardholders who have booked flights with Play are entitled to a refund for flights that will not take place. If the flight ticket was paid for with a card, a chargeback request can be submitted through here.
Customers with Íslandsbanki cards must initiate the chargeback process via the Bank’s website. It is important to include the booking confirmation when submitting the chargeback process.
- Other expenses related to Play ceasing operations —such as hotel bookings, car rentals, and similar services—are not eligible for chargeback through this process. These must be cancelled directly with the vendor used for the booking, and whether they are refundable depends on the terms of that booking. It is recommended to contact the vendor directly.
- According to travel insurance terms, such insurance does not cover trip cancellations due to operational shutdowns. Therefore, only a chargeback request through the Bank is possible.
- Passengers who purchased their trip from a European travel organizer, where the flight was part of a package (i.e., combined with accommodation or other services), are entitled to repatriation under EU regulations on package travel. These passengers should contact the travel organizer they booked with.
- Refund requests must be submitted within 120 days from the scheduled flight date. Given the circumstances and the number of chargeback requests received, the processing and resolution of these cases may unfortunately be delayed.
- Passengers who paid for Play flights using gift certificates or wire transfers may need to file a claim through Play’s bankruptcy proceedings.
Further information on passenger rights can be found on the web of the Icelandic Transport Authority.