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Email address
Please select what you need assistance with
...
Damaged baggage claim
Delayed baggage claim
General customer service inquiries
Flight claims regarding delayed/cancelled flight/denied boarding
I am receiving an error
I need a price quote for my group of +12 (at least 12 adults) passengers
I need to cancel my flight
I need to cancel my USA flight within 24 hours
I need to submit a formal complaint
I need to request an invoice for my booking
I received a notification of my flight being disrupted
I want to book a stopover flight
I want to book a multi city flight
I want to purchase a PLAY gift card
My bag hasn't shown up for more than 5 days
My child/children are travelling on their own and I need to book unaccompanied minor services
Rerouting *Only for Aarhus cancellation*
Special assistance
Booking number. Please note it starts with M0.. and is only 6-digits mixture of letters and numbers
Name of passenger that is connected to the damaged baggage
Arrival airport where claim was made
...
Aalborg AAL
Alicante ALC
Amsterdam AMS
Athens ATH
Baltimore BWI
Barcelona BCN
Berlin BER
Billund BLL
Bologna BLQ
Boston BOS
Brussels BRU
Copenhagen CPH
Dublin DUB
Düsseldorf DUS
Geneva GVA
Glasgow GLA
Gothenburg GOT
Gran Canaria LPA
Hamburg HAM
Lisbon LIS
Liverpool LPL
London STN
Madrid MAD
Malaga AGP
Mallorca PMI
New York SWF
Keflavik KEF
Paris CDG
Porto OPO
Prague PRG
Salzburg SZG
Stockholm ARN
Tenerife TFS
Toronto YHM
Venice VCE
Warsaw WAW
Washington, D.C. IAD
Arrival date
Damaged baggage number provided by World Tracer. Number provided from when report was made at the airport
How old is the bag?
Please provide as much details as you can
</textarea>
Booking number. Please note it starts with M0.. and is only 6-digits mixture of letters and numbers
Name of passenger that is connected to the delayed baggage
Departure airport
...
Aalborg AAL
Alicante ALC
Amsterdam AMS
Athens ATH
Baltimore BWI
Barcelona BCN
Berlin BER
Billund BLL
Bologna BLQ
Boston BOS
Brussels BRU
Copenhagen CPH
Dublin DUB
Düsseldorf DUS
Geneva GVA
Glasgow GLA
Gothenburg GOT
Gran Canaria LPA
Hamburg HAM
Lisbon LIS
Liverpool LPL
London STN
Madrid MAD
Malaga AGP
Mallorca PMI
New York SWF
Keflavik KEF
Paris CDG
Porto OPO
Prague PRG
Salzburg SZG
Stockholm ARN
Tenerife TFS
Toronto YHM
Venice VCE
Warsaw WAW
Washington, D.C. IAD
Arrival airport
...
Alicante ALC
Barcelona BCN
Berlin BER
Boston BOS
Copenhagen CPH
Dublin DUB
Geneva GOT
Gran Canraia LPA
Gothenburg GOT
Liverpool LPL
Lisbon LIS
London STN
New York SWF
Madrid MAD
Malaga AGP
Mallorca PMI
Keflavik KEF
Orlando MCO
Paris CDG
Prague PRG
Stavenger SVG
Tenerife TFS
Trondheim TRD
Washington Baltimore BWI
Arrival date
Delayed report number from World Tracer
What is your total claim amount? Please provide receipts for all purchases once your claim is processed and note that we do not refund alcoholic beverages
</textarea>
How many days were you without your baggage?
</textarea>
Please provide as much details as you can. Once your claim is processed we'll ask you for receipts of incurred expenses.
</textarea>
I need help with
...
Baggage
Booking
Cancellation protection
Changes
Check in
Gift Cards
My PLAY account
The PLAY website
Seats
Other
Which option best describes your question?
...
Which option best describes your question
...
What is your booking number?
Please type your question here
</textarea>
Please select a type of claim
...
Delayed flight - disruption to my flight within 24 hours of departure
Cancelled flight - disruption to my flight within 24 hours of departure
Flight changed/cancelled with more than 7 days to departure
Booking number. Please note it starts with M0.. and is only 6-digits mixture of letters and numbers. It is not sufficient to write flight number starting with OG..
What is your email address?
Full name of passenger. Please note all passengers over +18 years old must submit their own claim. Children follow the claim of their parents
</textarea>
What was the affected arrival airport? Please choose from the drop down list.
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Alicante ALC
Baltimore Washington BWI
Barcelona BCN
Berlin BER
Bologna BLQ
Boston BOS
Brussels BRU
Copenhagen CPH
Dublin DUB
Genf GVA
Gothenburg GOT
London STN
Keflavik KEF
New York SWF
Mallorca PMI
Malaga AGP
Madrid MAD
Liverpool LPL
Lisbon LIS
Paris CDG
Prague PRG
Salzburg SZG
Stavenger SVG
Trondheim TRD
Tenerife TFS
Affected flight number
Date of departure
What is your total claim amount? Once form is submitted we will ask for receipts for incurred expenses. Note that we only review expenses that occur during the delay at the departure station. We do not refund alcoholic beverages.
Last 4 digits of card that was used to book
Comments
</textarea>
Error type
...
Adding baggage
Adding my booking to my account
Booking a flight
Changing my flight
Online check in
Payment error
Selecting seats
Signing into my account
Other
Where are you receiving an error?
...
Booking number
Further information
</textarea>
Contact person for group - full name
Contact person for group - email address (if other contact email than provided above)
Contact person for group - phone number
Where is the group flying from? Note that we fly to/from Keflavik airport
...
Aarhus AAR
Aalborg AAL
Alicante ALC
Athens ATH
Barcelona BCN
Berlin BER
Billund BIL
Brussels BRU
Bologna BLQ
Boston BOS
Copenhagen CPH
Dublin DUB
Dusseldorf DUS
Genva GVA
Glasgow GLA
Gothenburg GOT
Gran Canaria LPA
Hamburg HAM
London STN
Lisbon LIS
Liverpool LPL
Malaga AGP
Madrid MAD
Mallorca PMI
New York SWF
Keflavik KEF
París CDG
Prague PRG
Porto OPO
Salzburg SZG
Stockholm ARN
Tenerife TFS
Toronto YHM
Venice VCE
Warsaw WAW
Washington Baltimore BWI
Washington Dulles IAD
Where is the group flying to? Note that we fly to/from Keflavik airport
...
Aalborg AAL
Aarhus AAR
Alicante ALC
Athens ATH
Barcelona BCN
Berlin BER
Billund BIL
Bologna BLQ
Boston BOS
Brussels BRU
Copenhagen CPH
Dublin DUB
Dusseldorf DUS
Geneva GVA
Glasgow GLA
Gothenburg GOT
Gran Canaria LPA
Hamburg HAM
London STN
Lisbon LIS
Liverpool LPL
Malaga AGP
Mallorca PMI
Madrid MAD
New York SWF
Keflavik KEF
Paris CDG
Porto OPO
Prague PRG
Salzburg SZG
Stockholm ARN
Tenerife TFS
Toronto YHM
Venice VCE
Warsaw WAW
Washington Baltimore BWI
Washington Dulles IAD
Preferred departure date
One-way ticket only
Preferred return date
How many travelers are older than 16 years old on the day of departure? Please note it must be at least 12 adult passengers
How many travelers are between 12-16 years old on the day of departure?
How many travelers are between ages 2-12 years old on the day of departure?
How many travelers are between 0-2 years old on the day of departure?
Do you want checked baggage with the final price offer?
...
YES
NO
Any additional information you want to let us know about?
</textarea>
I understand I will have to wait for a formal offer - it might take up to 48 hours. Communication is done via email you list in this form.
Booking number. Please note it starts with M0.. and is only 6-digits mixture of letters and numbers
What is the email address associated with the booking?
Please select type of cancellation you are requesting
...
I purchased cancellation protection and have documents to apply for a refund
I did not purchase cancellation protection and want to request a refund of airport taxes
Which flight would you like to cancel?
...
My outbound flight (my first flight)
Return flight
Both flights in my booking
What is the date of the first flight you want to cancel?
Is the cancellation for all passengers in booking?
...
YES
No - I will specify in comment box below
How did you pay for your booking?
...
Credit/Debit card
PLAY gift voucher
Last 4 digits of card or Gift Voucher Code
Additional comments, if needed. Specify here if requested change is not for all passengers in the booking
I accept that all PLAY's tickets are nonrefundable, unless cancellation protection was purchased and relevant conditions are met. Airport taxes are refundable if cancellation protection was not purchased
Booking number. Please note it starts with M0.. and is only 6-digits mixture of letters and numbers
What is the email associated with your booking?
Where are you flying from?
Is cancellation for all passengers?
...
YES
NO - I will specify in comment box
Payment method
...
Credit/Debit Card
PLAY Gift Voucher
Gift voucher code or last 4 digits of card number
Any further comments?
</textarea>
What is your complaint regarding?
...
Airport experience
Baggage allowance
Customer Service
On board experience
The PLAY website
Prices
Other
What is your complaint regarding?
...
When do you receive an error?
...
Booking number
Please write your complaint here and please be as detailed as possible
</textarea>
Booking number. Please note it starts with M0.. and is only 6-digits mixture of letters and numbers
To which email should we send the invoice?
Please provide details that should be included in the invoice
</textarea>
Selected option
...
I want to change the dates
I want a refund of the affected flight in my booking
I want a full refund of my booking
I want a refund in the form of a PLAY gift voucher
When is your flight?
...
Within 72 hours
+72 hours
Booking number
Requested date if date change is chosen
For all passengers
...
Yes
No - I will specify below
How did you pay for your booking?
...
Credit/Debit Card
PLAY Gift Voucher
Last 4 digits of card number or voucher code used to pay with
Additional comments
</textarea>
I confirm that the Service Team can proceed with my request
Departure from
...
Aalborg AAL
Alicante ALC
Amsterdam AMS
Athens ATH
Baltimore BWI
Barcelona BCN
Berlin BER
Billund BLL
Bologna BLQ
Boston BOS
Brussels BRU
Copenhagen CPH
Dublin DUB
Düsseldorf DUS
Geneva GVA
Glasgow GLA
Gothenburg GOT
Gran Canaria LPA
Hamburg HAM
Lisbon LIS
Liverpool LPL
London STN
Madrid MAD
Malaga AGP
Mallorca PMI
New York SWF
Paris CDG
Porto OPO
Prague PRG
Salzburg SZG
Stockholm ARN
Tenerife TFS
Toronto YHM
Venice VCE
Warsaw WAW
Washington, D.C. IAD
Departure to
...
Aalborg AAL
Alicante ALC
Amsterdam AMS
Athens ATH
Baltimore BWI
Barcelona BCN
Berlin BER
Billund BLL
Bologna BLQ
Boston BOS
Brussels BRU
Copenhagen CPH
Dublin DUB
Düsseldorf DUS
Geneva GVA
Glasgow GLA
Gothenburg GOT
Gran Canaria LPA
Hamburg HAM
Lisbon LIS
Liverpool LPL
London STN
Madrid MAD
Malaga AGP
Mallorca PMI
New York SWF
Paris CDG
Porto OPO
Prague PRG
Salzburg SZG
Stockholm ARN
Tenerife TFS
Toronto YHM
Venice VCE
Warsaw WAW
Washington, D.C. IAD
Departure date
Return date
Fare type
...
Basic
Value
Flex
When should the stopover be?
...
Outbound flight
Inbound flight
Date of departure from Iceland
Passenger information, full name and DOB
</textarea>
Contact phone number
Baggage requirements
</textarea>
Seat selection and/or special assistance
</textarea>
Cancellation protection
...
Yes
No
Currency
...
ISK
USD
GBP
EUR
CAD
Departure from
...
Aalborg AAL
Alicante ALC
Amsterdam
Athens ATH
Baltimore BWI
Barcelona BCN
Berlin BER
Billund BLL
Bologna BLQ
Boston BOS
Brussels BRU
Copenhagen CPH
Dublin DUB
Düsseldorf DUS
Geneva GVA
Glasgow GLA
Gothenburg GOT
Gran Canaria LPA
Hamburg HAM
Keflavik KEF
Lisbon LIS
Liverpool LPL
London STN
Madrid MAD
Malaga AGP
Mallorca PMI
New York SWF
Paris CDG
Porto OPO
Prague PRG
Salzburg SZG
Stockholm
Tenerife TFS
Toronto YHM
Washington, D.C. IAD
Warsaw WAW
Venice VCE
To
...
Aalborg AAL
Alicante ALC
Amsterdam AMS
Athens ATH
Baltimore BWI
Barcelona BCN
Berlin BER
Billund BLL
Bologna BLQ
Boston BOS
Brussels BRU
Copenhagen CPH
Dublin DUB
Düsseldorf DUS
Geneve GVA
Glasgow GLA
Gothenburg GOT
Gran Canaria LPA
Hamburg HAM
Keflavik KEF
Lisbon LIS
Liverpool LPL
London STN
Madrid MAD
Malaga AGP
Mallorca PMI
New York SWF
Paris CDG
Porto OPO
Prague PRG
Salzburg SZG
Stockholm ARN
Tenerife TFS
Toronto YHM
Venice VCE
Warsaw WAW
Washington, D.C. IAD
Departure date
Return flight from
...
Aalborg AAL
Aarhus AAR
Alicante ALC
Athens ATH
Baltimore BWI
Barcelona BCN
Berlin BER
Billund BLL
Bologna BLQ
Boston BOS
Brussels BRU
Copenhagen CPH
Dublin DUB
Düsseldorf DUS
Geneva GVA
Gothenburg GOT
Gran Canaria LPA
Hamburg HAM
Keflavik KEF
Lisbon LIS
Liverpool LPL
London STN
Madrid MAD
Malaga AGP
Mallorca PMI
New York SWF
Paris CDG
Porto OPO
Prague PRG
Salzburg SZG
Stockholm ARN
Tenerife TFS
Toronto YHM
Warsaw WAW
Washington, D.C. IAD
To
...
Aalborg AAL
Aarhus AAR
Alicante ALC
Athens ATH
Baltimore BWI
Barcelona BCN
Berlin BER
Billund BLL
Bologna BLQ
Boston BOS
Brussels BRU
Copenhagen CPH
Dublin DUB
Düsseldorf DUS
Geneva GVA
Gothenburg GOT
Gran Canaria LPA
Hamburg HAM
Keflavik KEF
Lisbon LIS
Liverpool LPL
London STN
Madrid MAD
Malaga AGP
Mallorca PMI
New York SWF
Paris CDG
Porto OPO
Prague PRG
Salzburg SZG
Stockholm ARN
Tenerife TFS
Toronto YHM
Warsaw WAW
Washington, D.C. IAD
Fare type
...
Basic
Value
Flex
Return flight date
Passengers name and DOB
</textarea>
Baggage requirements
</textarea>
Cancellation protection
...
Yes
No - I understand that my booking is non-refundable without it
Seat selection and/or special assistance
</textarea>
Contact phone number
Currency
...
ISK
USD
GBP
EUR
DKK
CAD
NOK
SEK
CZK
CHF
PLN
Please write the amount you want to purchase in a PLAY gift card
In which currency do you want to purchase the gift card in?
...
ISK
EUR
USD
GBP
CAD
SEK
NOK
DKK
To which email address can we send you the payment information?
To which email address can we send the gift card?
First name of payer
Last name of payer
I understand I will receive a payment link to finalize the payment with a credit card. After payment is confirmed, I will receive the voucher as a pdf attachment to the email I provided above.
Booking number
Passenger name
Number of bags missing
Departure Airport
...
Aalborg AAL
Alicante ALC
Amsterdam AMS
Athens ATH
Baltimore BWI
Barcelona BCN
Berlin BER
Billund BLL
Bologna BLQ
Boston BOS
Brussels BRU
Copenhagen CPH
Dublin DUB
Düsseldorf DUS
Geneva GVA
Glasgow GLA
Gothenburg GOT
Gran Canaria LPA
Hamburg HAM
Lisbon LIS
Liverpool LPL
London STN
Madrid MAD
Malaga AGP
Mallorca PMI
New York SWF
Keflavik KEF
Paris CDG
Porto OPO
Prague PRG
Salzburg SZG
Stockholm ARN
Tenerife TFS
Toronto YHM
Venice VCE
Warsaw WAW
Washington, D.C. IAD
Arrival Airport
...
Aalborg AAL
Alicante ALC
Amsterdam AMS
Athens ATH
Baltimore BWI
Barcelona BCN
Berlin BER
Billund BLL
Bologna BLQ
Boston BOS
Brussels BRU
Copenhagen CPH
Dublin DUB
Düsseldorf DUS
Geneva GVA
Glasgow GLA
Gothenburg GOT
Gran Canaria LPA
Hamburg HAM
Lisbon LIS
Liverpool LPL
London STN
Madrid MAD
Malaga AGP
Mallorca PMI
New York SWF
Keflavik KEF
Paris CDG
Porto OPO
Prague PRG
Salzburg SZG
Stockholm ARN
Tenerife TFS
Toronto YHM
Venice VCE
Warsaw WAW
Washington, D.C. IAD
Arrival Date
Delayed Bag File Reference Number
How many days has the baggage been missing?
Bag contents
</textarea>
Additional comments
</textarea>
Contact info for booking - full name
Contact info for booking - email address
Contact info for booking - phone number
Do you already have a valid booking for the child? Please write booking number starting with M0..
Child/Children travelling alone - full name/s and date of birth
What is the child's date of birth?
Where is the child/children flying from? Note that we fly to/from Keflavik airport
...
Aalborg AAL
Aarhus AAR
Alicante ALC
Athens ATH
Barcelona BCN
Berlin BER
Billund BLL
Bologna BLQ
Boston BOS
Brussels BRU
Copenhagen CPH
Dublin DUB
Düsseldorf DUS
Geneva GVA
Glasgow GLA
Gothenburg GOT
Gran Canaria LPA
Hamburg HAM
Keflavik KEF
Lisbon LIS
Liverpool LPL
London STN
Madrid MAD
Malaga AGP
Mallorca PMI
New York SWF
Paris CDG
Porto OPO
Prague PRG
Salzburg SZG
Stockholm ARN
Tenerife TFS
Toronto YHM
Venice VCE
Warsaw WAW
Washington Baltimore BWI
Washington Dulles IAD
Where is the child/children flying to? Note that we fly to/from Keflavik airport
...
Aalborg AAL
Aarhus AAR
Alicante ALC
Athens ATH
Barcelona BCN
Berlin BER
Billund BLL
Bologna BLQ
Boston BOS
Brussels BRU
Copenhagen CPH
Dublin DUB
Düsseldorf DUS
Gran Canaria LPA
Gautaborg GOT
Geneva GVA
Glasgow GLA
Hamburg HAM
Keflavik KEF
Lisbon LIS
Liverpool LPL
London STN
Madrid MAD
Malaga AGP
Mallorca PMI
New York SWF
Paris CDG
Prag PRG
Porto OPO
Salzburg SZG
Stochholm ARN
Tenerife TFS
Toronto YHM
Venice VCE
Warsaw WAW
Washington Dulles IAD
Washington Baltimore BWI
Fare type
...
Basic
Value
Flex
Preferred departure date
Only one way ticket
Preferred return date
What currency would you like to pay in?
...
ISK
EUR
USD
GBP
DKK
SEK
NOK
CAD
CZK
CHF
Full name & phone number of parent/guardian bringing the child to the airport
What is the connection to the child?
...
Mother
Father
Sibling
Grandmother/Grandfather
Aunt / Uncle
Family friend
Full name & phone number of parent/guardian picking the child up at the airport
What is the connection to the child?
...
Mother
Father
Sibling
Grandmother/Grandfather
Aunt / Uncle
Family friend
Do you want to purchase cancellation protection with the tickets?
...
YES
NO
Please specify here if baggage should be added to the booking. Feel free to leave any additional comments you think might be necessary
</textarea>
Booking number
Which destination would you like to be rerouted to?
...
Aalborg
Billund
Copenhagen
New date
Is this change for all passengers?
...
Yes
No
I confirm that the Service Team can proceed with my request
Additional information
</textarea>
What type of special assistance do you need
...
Wheelchair assistance
I am travelling with a service dog
I am visually impaired
I am hearing impaired
I am travelling with a mobility device
I am travelling with a cast
I am travelling with a portable oxygen concentrator
What type of mobility device are you travelling with?
...
Booking number
Further information
</textarea>