Layla's journey begins with a bit of misfortune when her flight to NYC is unexpectedly delayed, preventing her from spending Christmas with her boyfriend Tanner. However, she decides to make the most of her situation by indulging in the luxuries of the first class lounge. It is there that she has a fleeting encounter with Teddy and James. During this brief interaction, Layla playfully shares a snippet of a Pentatonix Christmas Eve concert, sparking James' interest. Captivated by the moment and the chemistry they share, he suggests a pact: if they are both single next Christmas, they should meet at the following concert, leaving their reunion to chance.
Fast forward nearly a year later, Layla decides to surprise Tanner with a romantic dinner, only to have her heart shattered when she discovers him in a compromising situation. Devastated and seeking solace, she turns to her friend Roxy, who reminds her of the many reasons why the relationship with Tanner was flawed from the start. With Christmas just three days away and memories of the pact she made with James fresh on her mind, Layla becomes determined to find tickets to the concert she had previously shared with him.
However, her plans hit a snag when she learns that the concert is completely sold out. In a twist of fate, she stumbles upon James' photo online purchasing tickets, igniting her motivation to secure entry to the concert. With no luck in acquiring tickets on her own, Roxy introduces her to Impromptu, a high-end company renowned for making the impossible happen for their clients.
At Impromptu, Teddy is struggling to impress his boss, who sets the daunting task of obtaining concert tickets for Layla as his last shot for redemption. At first, Teddy can't quite place Layla, but they soon race off together to track down the elusive tickets. Their search leads them to a kiosk that turns out to be closed, prompting a chaotic chase after a scalper. Unfortunately, their efforts are thwarted when they discover the tickets they ended up with are for the previous year's concert.
In another twist, they encounter a wealthy couple who kindly gifts Layla a stunning designer dress. In return, they ask Layla and Teddy to find an exclusive Chanel purse to complete their mission. After waiting in a long line at the store, Teddy manages to obtain the last coveted purse, but in a moment of kindness, Layla chooses to give it to a man who deserves it more, whose wife has just recovered from an illness.
Unbeknownst to them, the members of Pentatonix have taken an interest in Layla and Teddy's quest, sensing a deeper connection blossoming between the two, even as they seem oblivious to their growing feelings for one another. The next stop on their adventure is Roxy's in Harlem, where Layla and Teddy take a moment to regroup. Teddy showcases his culinary expertise, having previously worked at a Michelin-starred restaurant. His cousin Jordy helps them on their journey to Teddy's mom's house in Brooklyn, where they learn about preparing a lip-sync performance for the Snow Ball, which could potentially earn them the tickets they desire.
As they rehearse, they take a break to prepare crème brûlée, and while looking at the Santa ramekin pots, Layla recollects their chance meeting a year ago at the airport lounge. On the night of the Snow Ball, Layla and Teddy deliver an electrifying performance that ends in a passionate kiss, but to their dismay, they only manage to secure second place. However, Pentatonix, having heard their performance, decides to gift Layla a ticket—under the condition that Teddy dresses up as Santa. With Teddy donning the costume, he is ready to descend down the chimney to surprise Layla during the concert.
As Roxy assists Layla in getting ready, she confesses her deepening feelings for Teddy. She rushes to the concert, only to run into James, under the mistaken belief that he’s there for her, while he is actually unaware of her new affections. In a series of comedic mishaps, Layla and Teddy finally meet on stage, where they openly declare their love for each other, culminating in a heartfelt kiss that allows them to embrace the magic of the holiday season.
