I had an unacceptable experience with LEVEL from start to finish.
I purchased Premium seats for a long-haul flight to Buenos Aires for my family, including two minor children. During online check-in, we were suddenly placed on standby with no explanation. I immediately contacted customer support, who were unable to provide any information and told me I would receive a call within 3 hours. That call never happened.
At the airport, I was informed that Premium class had been oversold and that we would be forced to fly in economy, despite having paid a significantly higher fare. I was also told that it was my responsibility to contact customer support after the flight to request a refund for the downgrade.
What followed was a textbook example of customer service failure:
• After the flight, chat support told me to send an email.
• I sent three emails, none of which were answered.
• I was then told I had to call by phone.
• After multiple failed attempts, I finally reached an agent after over 30 minutes on hold.
During that call, I was asked to provide all passenger information again, including nonsensical requests such as email addresses for my children and reimbursement details for my wife, despite the fact that I was the person who purchased the tickets.
I was then informed that I would need to wait 45–60 days for my case to be “reviewed”, even though there is nothing to review: LEVEL charged for Premium seats and transported us in economy instead. I was also told I would receive no written confirmation of the claim.
To make matters worse, when I asked how I could leave feedback about this appalling process, the agent sighed and hung up the phone.
LEVEL fails to deliver the service it sells, does not take responsibility for its own operational issues, and then forces customers to chase them for months to recover money charged for a service never provided.
We will never fly with LEVEL again. I strongly recommend avoiding this airline at all costs.
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