LEVEL Reviews 591

Worst airline I've ever used -- Pay for a more expensive flight, it'll be cheaper in the long run.

Their check-in crew closed the gate early, couldn't be reached at the airport. Luckily TSA let me through since I had proof I purchased a ticket.

When I got to the gate they'd already re-sold the ticket and no one was able to help me because none of the people working the gate work for Level (it's all third party).

They have terrible customer service, terrible food on board, *everything* including seat selection costs money.

I highly recommend avoiding this airline.
Date of travel: December 2024

They cancelled our flight 24hs before due to technical issues, so they provided and alternative the same day that it was also cancelled. No alternative provided, No food nor hotel room provided. We had to deal with them to get on a flight. They provided a flight next day but with a layover. They finally did huge mistakes and put us all in one flight but one person in a different one! They also did not provide tickets for the layover for two of us, so it was a mess.

Thankfully, and thereafter spending almost all day dealing with this, two iberia and level desk assistants made the impossible to fix this and they put us on a direct flight back home. We are thankfull to them (Julieta Farias y Matias Cano).

However, we are waiting for IBERIA to REFUND us and to provide the compensation as the EU Law 261/2004 says.

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En Español:

Cancelaron nuestro vuelo 24hs antes por problemas técnicos, por lo que nos facilitaron una alternativa el mismo día que también se canceló. No se proporciona ninguna alternativa, no se proporciona comida ni habitación de hotel. Tuvimos que lidiar con ellos para tomar un vuelo. Proporcionaron un vuelo al día siguiente pero con escala. ¡Finalmente cometieron grandes errores y nos pusieron a todos en un solo vuelo pero a una persona en otro diferente! Tampoco nos proporcionaron billetes para la escala para nosotros dos, así que fue un desastre.

Afortunadamente, y después de pasar casi todo el día lidiando con esto, dos asistentes de iberia y de Level Desk hicieron lo imposible para solucionarlo y nos pusieron en un vuelo directo de regreso a casa. Les estamos agradecidos (Julieta Farias y Matias Cano).

Sin embargo, estamos a la espera de que IBERIA nos REEMBOLSE y nos proporcione la compensación como dice la Ley UE 261/2004.

October 2024. Barcelona- Miami. Fly VY9779 operated by LEVEL.

It has been one of the most unpleasant experiences of my life.

A 10 hour and 20 minute trip, on the worst plane, older than almost any low cost plane I have flown on.
According to the flight attendants, it was a last-minute plane change.

The plane had very old and dirty brown seats.
Very uncomfortable seats and the armrests only went up 45 degrees. Impossible to move.

Many parts were taped together with scotch tape.

The bathroom had the sink blocked and everything was also taped up with scotch.

2 plugs under the seat, which also didn't work.

The food, for which I paid 26€ extra, was very bad. It caused me a stomach ache throughout the trip. Terrible experience...

The only good thing about this flight was the flight attendants who were super friendly.

This type of aircraft raises serious doubts about the maintenance of the machine itself.

The return flight was a bit more modern, even though they changed the plane and the time without prior notice (with a 2 hour and 20 minute delay) and the fly attendants were awful.
(IB 2630 , October 27, 2024). Operated by Level.

In any case, I don't recommend use LEVEL if you want to save a few euros.
Be very careful if you buy on the Iberia website and it mentions *operated by Level* because you will get one of these planes, it is undoubtedly a downgrade.

Too many sacrifices for such a bad airline.

We paid the extra for premium economy, then Level downgraded us on both flights. And the reason they gave us at the check-in, was that our "seats were broken." We had to rebook a new flight back home in order to get our premium seats that we paid for originally (with a connection, there weren't any flights that went straight to Miami.) Their customer service did nothing but lie to us when we called to ask about our seat reassignment before we even left out of Miami. They assured us we were in premium economy seats (twice, we called not once...but twice and they lied both times, reassuring us we were in premium) The customer service also told us to "visit the customer service desk in Barcelona" when we landed so we could get some type of refund for our inconvenience. There's only one problem there. No such desk exists in Barcelona. Another lie. Short but sweet. I do not recommend Level Airlines.

I was denied to be checked-in. My family trip to the US was ruined and we lost a lot of money. Nobody in the airport could explain anything. There is no airline representative, just third party check-in agents. There is no physical office neither in Barcelona airport, nor in the city. And Barcelona airport is their main hub....Their "mother" airline Iberia does not have physical office in Barcelona neither. Via phone they moved me from Level to Iberia, Iberia asked to call Vueling since the ticket number is issued on Vueling stock (not sure why). Vueling was just rude sending me back to Level. Later I found out that my visa was revoked by mistake. I asked the airline to cancel at least our family return seats and resell them to refund us and even earn. Our tickets were purchased at low cost far in advance. The airline was completely sold out and their last seats cost 1600 Euro each way.... They said it is impossible. At the same time they kept sending us e-mails offering to purchase extra services for our not happening return flight. Their online help was not helpful, they kept repeating that revoked visa is my problem and I totally disagree. This is unique situation when a visa is revoked by mistake and US consulate admit this. To reinstate they need me to send passport to the original consulate post (Cyprus). And it takes time, so, no chances t continue vacation.... I understand that revoked visa is not the airline fault but they could cancel and resell return seats or at least stop telling me that all happened is my fault which was rather rude. There is no possibility to check if the visa you have in your passport was revoked, no web site or verification system. I travel to the USA almost every year for more than 20 years for conferences, I do have experience with visas. LEVEL replies via phone were not same as via alive chat and e-mails. I believe they use chat GPT to create replies. Zero possibility to think out of the box, poor customer support, absence of representatives neither in the airport nor in the city of Barcelona. I'd think before paying them. Cheap? Free cheese only in a mousetrap. Too poor performance at the beginning of operations of this young brand. Can't wish them good luck, sorry!

I had an awful experience. Just that.

I being put in to this airline from California to Barcelona because my flights from California to London was cancelled by British airways .
I thought I going to flight with Iberia went my flight was change and I find out. That was level .
I am no very impress with the service and the space specially went we need to walk because is no good for
Our heath sitting for so many hours . I has to paid for my blanket and food and seats something I all ready paid to British Airways . I has to clean the toilet every time I went to the toilets no staff I see only went they give the food I dint feel safe . I will never flight with this airline is the worse shame on British to put me on these airline

Is there a worst airline award? Because Level is a lock to win. They are both scummy and incompetent; a deadly combo. It started before the airport. They don’t let you check in ahead of time. You need to do it in the airport. Get to the airport and they won't let you check in until 4 hours before your flight. Finally 4 hours before our flight, we check in. They give us our tickets, only to see they aren't the ones we ordered. We paid extra for premium economy on seats 1A and 1C. The seats they gave us were 30 rows behind that in basic economy. Do they tell us that? Of course not. They hoped we wouldn't notice. Do they apologize? No. Do they give any sort of explanation for why we don’t have our seats? No. Do they offer any sort of refund for selling us something they can't offer? No, because that's something a competent, ethical company would do. The lady at the desk, sitting under a sign saying Level, says we'll have to talk to Level, as she doesn't work for them (she also was at the Level gate, but she totally doesn't work for them. Said differently, she doesn't want to do her job). She was incredibly rude and unhelpful.

Get to the gate and they tell groups 1 and 2 to line up. It takes over an hour after this announcement for someone to get on the plane. Messing with their customers or just actually this incompetent of a company? Your guess is as good as mine.

It takes longer than I've ever experienced to get everyone boarded, even after the hour wait for them to start actually boarding. Their incompetence naturally bleeds into the boarding process. Obviously takeoff is late despite the plane being there over an hour before scheduled takeoff.

Unsurprisingly, it's the least friendly flight attendants I've ever experienced. I've also never understood why people always make jokes about how bad food airline food is. Level did me the favor of helping me get the jokes. I didn't know an omelette could be so terrible.

They're kind enough to offer in-flight entertainment, except their WiFi goes in and out at least 50 times per hour (being generous, as it's probably significantly more). This means you can't actually watch anything because of the constant stop and start. The screens in the seats also don't work. Lastly, they claim to have chargers in the seats in front of you. Except they don't.

If you are looking for an unethical, incompetent, rude, airline with terrible planes and food that may try to scam you, Level is the one for you. In all seriousness, I've obviously experienced some problems as a regular traveler. Occasionally an airline will have one of these problems. I'm not sure I've ever seen one have two of these problems, let alone like ten problems. It's so bad it has to be intentional. Avoid this scamline like the plague.

Last minute changes to a completely unknown operator on both my flights. No way of checking their reliability. Happened on both flights. Online checkin impossible. On both flights. Customer service online and on phone useless. Uncertainty until last moment whether we will be on the flight So another 3 hours wasted at the airport to sort out their problem. Seat configuration claustrophobic. Online entertainment mostly old movies.

This airline is the worst in the world. They are nothing but scammers.
I travel this route at least twice a year, and this was my first time flying with this airline. They are inexpensive for a reason, and many people advised me not to fly with them. However, I decided to give them a chance. That was the worst mistake I've ever made.
Since this is a low-cost airline, you have to buy everything in advance, which I was aware of. So, I decided to purchase some items in advance.
They offer a comfort kit (including earplugs, a blanket, a water bottle, a pillow, earphones, etc.). I bought it online in advance. My fare also included a meal and a drink. I added more drinks just in case my credit card didn't work on the flight, which has happened to me before.
Upon boarding the plane, the flight attendant informed me that none of my purchases were registered in their system. I was surprised because the money had already been deducted from my account, and I had a receipt and everything registered on my reservation. I showed them proof of purchase, the receipt, and bank transaction, but they said they couldn't do anything about it and were incredibly rude. They told me to submit a claim to get a refund. The flight attendant asked for my name and made a note of the issue.
After my holiday, I submitted my refund claim as instructed. However, I received a response stating that they could not prove that I did not receive the items I purchased and therefore could not process my refund. I was shocked by this response. How were they expecting me to prove that I did not receive these items? They stated that I should have raised the issue with the cabin crew, which I did. That is ridiculous.
After going back and forth with their customer service, they have refused to refund my money. Apparently, this is how they operate. They scam you into buying things online, but then you don't receive them on your flight, and they never refund your money. I will never fly with them again!
They are scammers.

Canceled my flight unexpectedly, gave no reimbursement

I understand they're a budget airline, but come on, they should inform passengers about their pet policy. It wasn't an accessible page to locate; once located, it didn't answer my questions. I called, but calls got dropped, and the one time I got a response, I waited for over 30 min on hold. They answered all my questions. Weeks after, another question was brought up, and I called again; this time, they told me about a 2-pet max per flight. I was not told about this, and at that time, it was too late to change my flight, and I paid for the premium. There are no benefits to premium seats. I got upset, and the rep said he'd try to make an exception, speak with the manager, and follow up with me via email. It has been weeks since I got an email. I called but calls kept getting dropped. I used chat support, and she said there was no mention of a manager, which wouldn't assist with the issue or changing the flight. The only way to change it was via phone, which was unreliable to begin with. Horrible service.

My family and I traveled from NYC to Barcelona on Level. We were afraid to do so based on the reviews we read. Well, our experience was totally different. The staff was professional, courteous and friendly. Our entertainment systems worked. Food and service on the plane were good. Luggage arrived on the flight to Barcelona and back to NYC quickly. It was probably the fastest I’ve ever gotten my luggage. I would fly Level again.

No communication - delayed more than an hour

DELAYS
We waited and waited and waited in Barcelona El Prat airport for more than an hour at the boarding gate. Parents with small kids. No one took the trouble to advise us or communicate with us. No one apologised or gave us any updates. We actually wondered if the flight would be cancelled. Engineers walked past us, flight crew ignored us. I thought about calling friends to say that I wouldn't be in LA until the following day.

When we crossed the air bridge, we were asked to go back. We waited another 20 minutes. ZERO communication. Standing there in the heat. Small kids crying. Why are we being asked to go down to the aircraft - no - go back - wait - go to the aircraft - no, stop - wait ????

We finally got to the aircraft door. The crew member in Level uniform didn't acknowledge us or say hello. She put a barrier across the door then walked back into the aircraft. DOES it cost money to say 'Hi'??? Does it cost money to say 'Good afternoon'?? Does it cost any time to say 'We'll be boarding shortly. Thanks for your patience'???

AIRCRAFT Outside
The paint was badly chipped and flaked on the outside of the aircraft in two places. Worrying. Not a good first impression when Engineers have been walking past us for 30+ minutes looking worried.

AIRCRAFT Inside
The plane looked really tired and out-of-date. The seats are old. The literature or 'booklets' in the seat were dog-eared and crumpled. It felt like I was stepping back in time.

ENTERTAINMENT
The USB ports DID NOT WORK. People had to bend over and put their heads under their seats to plug in their devices. No USB ports, just one plug. The SCREENS DID NOT WORK. Blank. Nothing. No means to connect mobile phones or laptops to the screen. The guy in the row on front of me in his cramped seat pushed his seat back, so it was impossible to use the laptop.

FOOD
The food was served on compostible trays. (Good). The coffee was instant, powdered coffee and tasted terrible (Bad). The main meal tasted quite nice (Good). The 'snack' half-way through the flight was a small plastic bag of crackers. Seriously? I paid €1830 + Euros for a cramped seat on an old aircraft on a delayed flight with no entertainment ...and I get a tiny bag of crackers as a 'snack' half-way through a 10+ hours (including delay) Barcelona-LA flight? Seriously???

RESTROOMS
Tired and old. Sink blocked during flight. Cramped.

STAFF
Staff were helpful. Quite a difficult job serving people and keeping a smile on your face. They did their best though communication was sub-standard.

Is this IBERIA's attempt at budge-flying? This could be and SHOULD BE so much better for more than $2000. Lots of work to do. Unsure I want to fly with Level again.

FLYER BEWARE!!!

On June 27th, 2023 at 12:24AM I booked a ONE WAY ticket from JFK to Barcelona on LEVEL airlines for $463.13 without a confirmed seat and or food. In total and with taxes the actual price came out to $515. That's a lot of money for a one way trip on a budget airline flying out of JFK in September. Yes, my flight was heading out in September. My plan was to fly into Barcelona and visit a friend and then head to Eastern Europe for some family time and buy a return ticket out of Monte Gora.

During my purchase there was a pop up asking if I wanted to add on an additional safety nets and purchase an additional flexibility in my ticket for $46 if I wanted to change dates or times. OR I could add the voucher refund for an additional $75. I declined. I am not the type to make changes. When I book a ticket I make sure to have that date circled and stamped and I'm ready to go. I also had this perception that European airlines provided better customer service and protections than American ones. I got this perception from all my years of travel. BUT man was I wrong!!

I WILL NEVER FLY WITH LEVEL!!! And if you are thinking of flying with them be very wary!

As my trip neared my excitement turned to anxiety. Because I found myself being evicted from my apartment of more than 12 years due to no fault of my own. Three weeks before I was supposed to fly out I was getting forced out of my home. I found myself trying to navigate a last minute housing search, sorting through my belongings and trying to pack in the dark because my landlord cut off the electric...

Needless to say I couldn't take the trip. I reached out to LEVEL to see if I could get a refund due to my extreme situation and I was given the biggest run around! It took forever to get a live person on the phone. When I did they gave me another run around and told me they needed proof from the court that I was being evicted which I provided. They gave me a claim number and I didn't hear from for a week.

My date to fly out inched closer. I called again... I got the run around and this time I was told they lost my original claim number, I got another claim number was told to resubmit my documents and I waited.

Three claim numbers in and only a week away from my trip after calling them for the hundredth time and finally getting a live person they tell me that they finally had their "legal team" review my documents and that they can't accept it because it wasn't certified or notarized which no one ever stated in the first conversation.

In Europe everything needs a legal notarization while here that's pretty much fluff since I can go ahead and get my notary within less than 48 hours and certify a piece of paper stating it carries some sort of weight. And if I was trying to pull the wool over their heads I probably would have done that.

But considering that i was still trying to find a home for myself and way to move all of my belongings I didn't have that time. But I really could have used that $515 back.
That is and was a lot of money for me.

When i decide to go abroad it usually happens every 6-10 years unlike some Spaniards, who seem to have the discretionary income to travel every 3 to 6 months.

I was in the midst of an emergency situation. Over stressed and barely able to think clearly trying to juggle so many high priority things all at once. A move usually takes months to coordinate... I only had weeks.

And instead of LEVEL showing some compassion. Instead, they showed how much they've become GLOBALIST CAPITALIST abusers that care very little for their customers - PAYING CUSTOMERS!

Keep away from LEVEL. They are supposed to be IBERIA's budget airline but there's nothing budget friendly about them nor is there anything good to say.

BE VERY CAUTIOUS FLYING WITH THIS AIRLINE!!!

Terrible experience with Level I do not recommend. Took a flight from NYC to Barcelona. When I arrived at the airport 3 hours in advance, the line to check in was so long (no self check in). I spent 1 hour to check in, and they forced me to check my carry-on suitcase.
The flight itself was no terrible.
But arrived in Barcelona, I didn't see my suitcase at the baggage claim. I waited 1 hour and check the other areas but nothing.
I stay 4 hours total in the airport to make a reclamation.
It's been a week and I don't have any news from them. It's impossible also to call them.

Walk a good mile within Barcelona airport to an empty section of terminal where we were the only flight. Not one announcement concerning the flight or boarding was made in terminal. Rang call button several times no response. Was told my son and I didn’t order a meal which we did as my other two children received it. They would not even acknowledge us as I was asking for a water for an almost 8 hour flight. Was finally told they would take care of it but it required me asking yet again. Then I was told it was a mistake and that happens I agreed but nothing. They finally came back and did not bring what they told us they would. Had I know how no frills Level was for a flight that long I would never have taken it. When we booked, we were told several time by the agent on the phone that it was Iberia. We were very disappointed. Honesty would be best so customers know what to expect and a bad experience was not what I was expecting at all. So I think it is safe to say that was my fist and last flight.

My recent experience with Level Airline operated by Iberia and British Airways was a complete nightmare and a disgraceful display of customer service. My wife and I had meticulously planned our trip, booking Premium Economy seats 3 months in advance and paying extra to ensure we had seats suitable for my medical condition following spinal surgery. However, upon arriving at the airport, we were shockingly informed by the check-in staff that the Premium cabin was out of service due to all seats supposedly being broken. As a result, they callously downgraded us to economy class without any prior notification or consideration for my specific needs.

The excuse provided by the staff was not only unrealistic but deeply insulting, given my medical circumstances. Their offer to reimburse the additional fee we paid for our seats felt like a mere token gesture in light of the inconvenience and discomfort we were subjected to. As a diabetic with chronic migraines, the prospect of a long-haul flight in cramped economy seating was distressing and potentially hazardous to my health.

After escalating the issue through numerous calls and finally reaching the executive office of both Level and Iberia, we were begrudgingly accommodated back into the Premium cabin. To our astonishment, all the seats were fully functional, despite the earlier claim of their being broken. The only issue reported was with the in-flight entertainment, a minor inconvenience compared to the turmoil and stress we had endured.

This entire ordeal has left me deeply disillusioned and angered by the callous treatment and lack of transparency from Level Airline, Iberia, and British Airways. The initial downgrade followed by the misleading information about the state of the Premium cabin highlights a shocking disregard for passengers' well-being and needs. While we eventually secured the seats we originally paid for, the damage to our trust and confidence in this airline is irreparable. I will vehemently discourage anyone from choosing this airline, particularly those who, like me, rely on specific seating accommodations for medical reasons.

Don’t ever fly level airlines. only fly level airlines if you want the most lax people serving you with the most horrible customer service they walk past you multiple times even when you press the call button and they don’t even ask if you want something as your actively trying to get there attention the food was horrible tasted like something I would feed my dog just save your self the trouble and don’t fly this awful airline they are making spirt airlines look like your flying private. The flight I’m referencing was 2627 from Barcelona to New York on 7/21/24. Not one announcement was ever made in the airport when boarding began. If you weren’t in the designated area you would be stranded due to there carelessness and negligence also they don’t care about your safety people were leaning against the emergency exits for hours just save your self the trouble and don’t fly this dumpster in the air.