LEVEL Reviews 591

Check-in was a nightmare for me and multiple other families. We all had documentation showing we were residents of Spain but the supervisor at check-in decided none of these documents were valid for entering Spain. We were all ultimately forced to buy refundable return tickets to be permitted to check in and fly. Everyone she initially refused to allow to check in entered Spain with their documents with zero issues. Level is a Spanish carrier that has staff who don’t even understand how passport control in Spain works. They need to properly train their staff. Before I realized this ridiculous fake return ticket thing would work I was about to have a heart attack thinking I was losing a $1000 ticket and, more importantly, unable to fly home. Thankfully another passenger with the same issue informed me of this solution. And yes, what other reviewers say is true. Not a drop of water if you don’t pay despite this being a transatlantic flight that I booked through Iberia, which used to be a real airline, not a flying bus. I spent $1000. This is not a discount airline rate, but I dealt with untrained ground staff and received zero water or food on my transatlantic flight. I saw the cold sandwiches people who paid for a meal received. They looked awful. The flight departed on time and arrived early. So that was good.

On 07/15, I tried cancelling my 08/07 SFO>BCN flight with @FlyWithLevel. This was due to growing monkeypox concerns worldwide. It’s a basic flight (aka economy), cost me $574 USD. I reached out to the airline attempting to cancel and receive a flight credit, but they repeatedly refuse. Note: I didn’t ask for a refund; just a credit for future travel under less risky conditions. Level customer service reps have repeatedly stated that “there’s nothing they can do” because my “flight is still operative” and my reason for cancellation does not qualify based on their ridiculous policy. So basically, “Eff you. We’re keeping your money and not giving you a flight credit either”. Under no circumstances should a company keep payment for services that they have not provided especially they have suffered no loss. I find it reprehensible that Level is refusing to cancel this flight, AND offer a flight credit OR a refund.
This “our hands are tied, we can’t help you” approach is 100% bull. This is either is the most ridiculous, inflexible policy EVER or just a really, really well-thought out scam. Either way, it’s deplorable. I don’t want a flight credit anymore! I want my money back!

Worst experience in an airline ever. The crew is terribly rude. I have never met so many rude hostesses in my life (and I travel a lot). I was shocked when I landed. I tried to speak to several of them for this reason, and they all answered badly to me for no reason.

I have an acquaintance who experienced the same problem with the crew of this airlines, which is very peculiar. I started to think there might be some internal problem with the airline for which the crew must be very stressed, because I never had this sort of problem before.

ABSOLUTELY DO NOT FLY WITH THIS AIRLINE. This airline is either illegitimate or extremely incompetent. Here is my story.

I booked my flight via Capitol One Travel. The itinerary was from SFO>BCN>MXP and back. I was denied check-in both online and in-person. They will not issue you a refund due to gross negligence from their end.

1. They’re check-in process is broken.
- When you try to check-in online, you will receive an error message stating, “You can not check-in for your flight, until 2 hours prior to departure.”
- When you try to check-in online, within 2 hours of departure, the error message will say, “You can not check-in online for this flight. Please check-in in-person.”
- When you try to check-in at the airport, they do not have a kiosk in the terminal. There was no kiosk from LEVEL, VUELING, or Iberia. Even the people that work at the airport and other airlines did not know where the kiosk was.

2. They will not issue you a refund for their negligence.
- They’re customer support team will repeat the same message, “We can not issue a reimbursement.”
- They’re customer support team will lie and make up policies to keep your money.
- This is what they told me, “When flights have connections, the check-in is mandatory at the airport, the check-in counters opens 4 hours prior to the departure and closes 60 minutes before the flight departs.” No where during the pre-flight checks or check-in process stated this. No where on their website is this information cited. When I asked the CS agent to show where this is mentioned, they could not provide any evidence.

3. They fail to comply with government regulations.
- From their website, “LEVEL Passenger Rights” policy, under EC regulation 261/2004 of the European Parliament and council, these are the conditions for passengers denied boarding; As long as passengers have a confirmed reservation on the flight, and, except in the case of cancellation, arrived in time for check-in as indicated on the ticket or, if no time is so indicated, no less than 60 minutes prior to the scheduled flight departure time”.
- When citing these exact policies from their own website, they will reject these facts and continue with the same message, “We can not issue you a reimbursement.”

Do not fly with this “airline”. Save yourself the trouble and fly with a trusted and legitimate airline. This company is either openly scamming people or incredibly desperate to stay afloat.

The main issue of this airline is that in reality do not exist. So far they operate with Vueling or Iberia, where their booking and luggage database are not shared. Our flight was from PMI-BOSTON with layover in BCN. In the airport of PMI, during check-in, I had to contact independently both airlines to have both flights checked in. Yet, the luggage was added with a handwritten TAG to the boarding pass. Guess what? They never arrived to BOS.
On the way back, in BOS airport, it was not possible to get the boarding passes for BCN-PMI since again their systems are not interconnected. Then, in BCN, I had to go to their last-call check-in stand to get the boarding passes since online check in with LEVEL was not possible.
All in all it was a terrible experience which I do not recommend to anyone. Please do not NEVER EVER choose this airline.

Buy a ticket with Fly Level at your own risk, but definitely, do not pay for "premium."
They offer several ways to upgrade your ticket, First tier is;
-Pay $70 extra each way for checking in one suitcase + food.
Second option is;
-Pay $140 each way for checking in two suitcases+ food + flexible ticket.
Ok, I thought, I will pay the extra $280, that way I will have the choice to change my ticket if I need to.
Well, what a scam, I wish I did not pay for the "flexible ticket option."
Now I need to change my return ticket, and if I do it through my "flexible ticket" option it will cost me $1400 one way.
If I try to buy the ticket again, on the same day, it's priced on their website for $850.
How is this acceptable? How naive I was thinking that if I pay premium I will have some flexibility.
They don't have customer service, no phone that works, and all their chats online are always "offline."

If you decide to still give them a try, don't be naive like me, and believe their false advertisement.

I am having the same issue as everyone else. Had a refund due two years now for my wife and two girls' flight that was canceled before the pandemic. They keep sending their stupid refund bank form. I have filled that twice and nothing happens and they keep giving excuses. AVOID THEM at any cost.

I have been waiting for a refund for over a year. As others have mentioned they offer the refund by email, ask you to fill a form, then issue a travel credit. When you call to call out their misleading approach they send you a form to fill out your personal banking information due to an inability to refund the original card due to technical issues. Then they never issue the refund. Waited 1 year for them to now say their system is broken and I need to wait for it to get fixed before they can refund me.

A friend of mine got lucky and got her full refund same day despite us filing at the same time a year ago so clearly they were able to refund but chose not to.

Again as others have stated it is likely they went broke, are trying to keep as much money to either survive or pay off whoever they are borrowing from.

Absolute scam stay far far away!

Apparently flylevel.com sell flights from different companies. The company that my booking was with ('LEVEL Europe') went bust last year. So despite the website still operating and all I cannot use my May 2021 voucher or get a refund for it.

This is a warning for other travellers who are considering the SFO-BCN flight operated by FlyLevel/Iberia. I believe there is an internal error that the company has overlooked and could cause some serious problems for other travellers from SFO, because of the time difference between California and Central Europe, as their customer service is only operative limited hours Central European Time (CET). Our flight was at 17:00 Pacific Standard Time, and check-in was 4 hours earlier at 13:00 (PST). There was NO way to contact customer service in Spain, because their offices were already closed. Let me try to explain what happened to my family on August 5, 2021. Days before our flight, I was checking online twice daily to see if there were any changes to the flight due to the current pandemic situation, to check in online, and also to fill out the Health Form for re-entry into Spain. Up to the night before our flight, FlyLevel recognised my reservation as being confirmed. Nonetheless, it gave me a message saying that I could not check in online: "Your ticket was not automatically issued by your booking agent. Please check in at the airport to obtain your boarding pass." This is where the problem began: When I got to the FlyLevel check-in counter at SFO, they told me that the booking number was NOT enough for them to access our reservation, that they could only issue boarding passes with TICKETING numbers. The problem got worse: Both the agent and her manager assured me they could do nothing and I needed to contact the company or agent who "sold" us the ticket (we purchased the tickets online via FlyLevel's website). I tried to contact FlyLevel via phone and online chat, but nobody answered. I realised later that the company's "Contact Us" is only operational until 20:00 CET. At 13:00 in California, it was 22:00 in Europe, so the company's help center was closed, and there was NO ONE answering the phones, no one answering the online chat, absolutely no company representative available. What saved us was not even Iberia in Spain, it was AMEX Platinum (the credit card we used to purchase the tickets) was dedicated and resourceful enough to locate the ticketing number through the first flight we flew from BCN to SFO. Had they not located those ticketing numbers, we would have lost our flight, because by the time the help centre offices opened in Europe the next morning, the flight would have taken off without us. So be forewarned that at SFO, FlyLevel and Iberia have NO employees present who can access reservation information. None of the check-in staff were employed by FlyLevel nor Iberia. They were a contracted "concierge service" (that is what the staff told me) who have NOTHING to do with FlyLevel nor Iberia, whose only function was to check in passengers and baggage. The concierge staff told me that it was not the first time that such a thing had happened to other passengers, and apparently at least one case they were unable to fly. So we were very lucky. This is a serious internal problem that can lead to nightmare situations for some unfortunate passengers. I am writing this review to warn other travellers of what could happen to them. I understand that with the pandemic, companies are under pressure to save money, but their internal error could cause serious problems for travellers who have no access to company help at the time of their flight. The staff and company need the passengers, and the passengers need/want the service, so let's hope that FlyLevel / Iberia can fix the problem and save other passengers from unnecessary anxiety and stress. They should foresee a way to help passengers during check-in for any flight anywhere in the world. Otherwise, they should reschedule flights so that check-in times coincide with their company's online/telefone assistance operating hours.

Vorig jaar had ik een retour ticket gekocht via FlyLevel voor maar liefst 149 euro.
Vanwege corona was de vlucht gecancelled, wat logisch is. Alleen wat mij echt heel erg tegenvalt is dat ze nooit een refund of voucher hebben gegeven. Dit noem ik scam en ik heb ze vaak genoeg proberen te bereiken.

Ik stap morgen naar de politie toe om er serieus werk van te maken. Ik heb ze namelijk genoeg kansen gegeven en lang genoeg gewacht.

Last year I bought a return ticket via FlyLevel for no less than 149 euros.
Because of corona the flight was cancelled, which is logical. Only what really disappointed me is that they never gave me a refund or voucher. This is what I call scam and I have tried to reach them often. They are unreachable.

I will go to the police tomorrow to do something about this, because I have given them enough chances and I’ve waited long enough.

I would give them negative 5stars (-5) if it was possible. They are scammers and they do not want to issue refunds and although the booking was made through their website, they conveniently now point out to another company probably spawned out of their original one. And, they have no reliable contact information on how to get refund from "flyleveleurope"? by the time they will give info it will yet another subsidiary called "flylevelspain" and then "flylevelbarcelona" perhaps?1?

I understand that airlines face tough times. My flights booked with FlyLevel had been cancelled several times. Frustrating is that they promise a refund, but it doesn't come. Their communication is lousy. No email address, which makes it impossible to send supportive documentation. The FlyLevel emails are all no-response emails, which means, you cannot respond. It is like talking to somebody and telling him/her, but I don't want to listen to your response. Are we in jail or what? Forget to reach somebody by phone somewhere in Spain. Just stay away from them. It saves you trouble and money!

I have had only bad experiences with this airline. First they would not refund money due to COVID. They canceled but I had to take a voucher!! Recently I tried to use the voucher when they were offering a "sale". Of course, my voucher was not acceptable - until the prices increased and I had to pay $250 more. I tried to get a representative and after a week of unanswered emails the "live" chat told me too bad!!!
If they offered me a refund I would take it in a minute. If you have a chance to book with another airline, DO IT!!!!!!!

Hi Level, let me start out by saying you can all drop in a ditch :) now that we've set the tone, here's my story. Booked return tickets between Amsterdam and Rome for eight people, for end of June 2020. No COVID regulations at the time between Netherlands and Italy, so that couldn't be the reason they cancelled the flights. Got an e-mail, saying how sorry they were and that they'd refund the ticket fares or give out vouchers. None of that has been done, not after long, long, long hours calling them, emailing, trying to figure out this impossibly confusing system they've created (a maze of mother companies, daughter companies, booking agencies and the like). Seems like we don't stand a chance getting our money back, seeing as they are filing for insolvency. And the worst thing is that they still F*KC*NG operate flights in the mean time. So, I pay money for a service they don't provide, they don't refund the money because they tell me they don't have enough money, all the while there are people still paying for services they shouldn't even be able to pay for. This is not only a ridiculous company, the whole system is outrageous, leaving the consumer a voiceless jackpot for companies to grab at. The petty thieves they are. F*KC Y'ALL!

Waited for a long time, to get through, but reading reviews i thought it may be worth it, esited for 90 minutes for delivery,how disappointed, food was luke warm , dry and tasteless, curry sauce did not even have a taste. Rubbish for the £40 we paid. Will never use again

Booked a flight via an agency with Level, before the pandemic (Feb 2020). My flight scheduled for September 2020 was canceled. I called Level (it was a challenge to get through their auto informer) and they made a full refund. No complaints.

This scammers went bankrupted just a while ago, grounding all their flights. If you had a ticket with them, you need to file a claim from a website that is not even English! Oh, by the way, you need to pay £50 to be able to file a claim :) Main company IAG is still operating and running multiple airlines but Level is going bankrupt and not paying people`s money. Pathetic executives...

I booked a flight for May 23rd to Amsterdam. When I got an email to say they had cancelled my flight. I got an email that said I had the following options:
'We offer you the following options:
• The re-booking of your flight to your final destination at a later date, subject to seat availability
Or
• Request a REFUND to receive the full reimbursement of your booking (you will receive it within approximately 7 days)'
I followed the procedure to request a refund, upon receipt of this I was told 'we regret to advise no compensation is due'. So they have effectively stolen my ticket money:
'Under EU flight delay rules (which still apply this year despite Brexit, and which cover all flights leaving the UK or EU as well as flights to the UK/EU on a UK/EU airline), you're entitled to choose between:
EITHER a refund for the flight that was cancelled.
OR an alternative flight (airlines call this re-routing) to your destination.'
So they are illegally ignoring Article 8 of Regulation 261/2004.

Thieves.. i asked for a refund.. got a voucher