I booked Level from to Barcelona for a quick 4-day vacation for my 10 anniversary. They email me 2.5 weeks before the trip to say that they’ve cancelled my flight and rebooked me on another flight TWO DAYS later than the original. I tried calling that evening, but their customer service team was closed because they are on European time (fair enough). I used the chat function the next morning and the representative told me my only options were that Level could change our travel dates, offer a credit with Level, or a full refund for the flight. Since they cancelled the flight just 2.5 weeks before our trip, rebooking with any other airline would have been more expensive and our accommodations at that point were non-refundable, so any option they proposed would have cost me a few hundred dollars. I told them that I’d like them to rebook me for another flight on my original departure date with another airline (something that other airlines have done in the past when they cancelled/overbooked flights), and they refused. I asked them to have a supervisor call me and was told that the supervisor would say the same thing. I still asked for the supervisor to call me and was told that one would. That was about 30 hours ago and no one has called me. Their office is going to close soon, so I guess I’m not hearing back today either. I’ve messaged them again a couple times for an update and was told that they can’t even tell me the DAY that the supervisor will call me, let alone a window time frame. I also tried calling back into their customer service line, and was on hold for about 10-15 minutes before the line just disconnected. But I guess I’ll have to try again since their chat agents can’t answer any of my questions. This was supposed to be our 10th anniversary trip and we are already on a stretched budget. Now, because Level decided to cancel a flight, I need to pay a few hundred dollars more, and I don’t know what we’re going to do. If they contact me to rectify the issue, I’ll revise my post.
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