Review Time
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.
My luggage was damaged during my recent flight. It's been two weeks, and there has been no response from the support team. They are unresponsive via both phone and chat, and users are required to pay for their tickets upfront.
My son traveled abroad and flew to Barcelona in September. We have been attempting to change his return flight for over a month, and the entire experience has been incredibly frustrating. We invested countless hours trying to reach a live representative. When we finally connected, we were informed there was a seat available a few days before his original return date and that we would receive an email within 24 hours once the change was approved. It has now been 10 days, and we have yet to receive any communication. Since then, I have spent hours each day trying to contact someone again. There is no way to reach a live agent, no chatbot option, and the automated system keeps hanging up on me. This is completely unacceptable customer service. I will NEVER choose this service again — which is extremely disappointing, as I have two more sons who will be studying abroad in the coming years. This experience has utterly shattered my confidence in this airline.
My son traveled abroad and flew to Barcelona in September. We've been trying to change his return flight for over a month, and the experience has been incredibly frustrating. We spent countless hours trying to reach a live representative. When we finally did, we were informed there was a seat available a few days before his original return date and that we would receive an email within 24 hours once the change was approved. It has now been 10 days, and we still haven't received anything. Since then, I've spent hours every day trying to contact someone again. There is no way to reach a live agent, no chatbot option, and the automated system hangs up on me repeatedly. This is utterly unacceptable customer service. I will NEVER use this service again — which is very disappointing, as I have two more sons who will be studying abroad in the coming years. This experience has completely shattered my confidence in this airline.
I booked tickets directly from the website for my family of three, and the price wasn’t cheap—$835 per person for a direct flight. I didn't expect to end up flying with a different service. This was our first time flying with them, and the reason for my review is that the seats were uncomfortable, and I don't understand why they had so many flight attendants when they didn’t provide meals or any service during the entire 7-hour flight. They just stayed at the back of the plane doing nothing. I've never encountered an airline where the flight attendants do nothing. For the price we paid, they didn’t even offer a complimentary bottle of water. We will never fly with this service again.
My heart is heavy. I can barely express how I feel. This service ruined my holidays; I live in America, and my days off are incredibly rare. I had only 2 days planned in Barcelona, with doctor appointments and restaurant reservations (which are hard to get, with a month-long waiting list). I was supposed to arrive at 12:50 but ended up arriving at 20:00. There were no messages about a 7-hour delay; I found out at the gate. Waiting 7 hours before a 10-hour flight is simply unacceptable. Then, I waited nearly 2 hours at baggage claim to get my suitcase, while my Airbnb host messaged me, saying they would only wait until 22:00. I lost a day in Barcelona and had no place to stay. The stress was constant. Not to mention, the seats on the flight were as uncomfortable as park benches; my body was aching after just 3 hours. I couldn't sleep. Now, for the return flight after a week, I find out my flight is 4 hours and 25 minutes late. With the time difference, that means I need to go to work 5 hours after we land (considering travel home, sleep, and getting to work). Now I might have 2.5 hours to nap before a long day ahead. This has been a disaster both ways — a round trip of complications. I will never fly with them again and will share my experience to prevent others from making the same mistake. Update: As I arrived to drop off my luggage 2.5 hours prior, I was informed that the new aircraft was too small for all the passengers, so many of us wouldn't have a flight today! We were a group of people waiting for hours for any information about our next flight. After 4 hours, I was given a connecting flight of 18 hours! I am in serious trouble with work and personal obligations. They did provide a hotel, but it took 6 hours to organize, and now I have only 3 hours left to sleep, and I can't because I'm so stressed.
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