I had a very good experience with customer service. I accidentally entered the wrong date of birth during early check-in and contacted them for help. The agent was polite, helpful, and resolved the is... See more
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
See what reviewers are saying
Multiple Follow up @Level - My case remains open and still no proper reply to my numerous emails. Pls reply with a clear non bot resolution. An involuntary downgrade merits a reasonable compensatio... See more
Company replied
booked a flexible ticket with LEVEL, but changing my flight has been incredibly frustrating. For the past four weeks, the website has shown an error page every time I try to change it. One chat agent... See more
Company replied
I'm surprised by the bad reviews because I've flown Level a few times now and they've been great: good prices, friendly staff, decent food etc. Just as good, if not better than your Air Frances, Briti... See more
3.5
Average
1K reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 44% of negative reviews
Typically replies within 2 weeks
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Level is not very kind or attempt to…
Level is not very kind or attempt to costumers request , I just sent an email and a hope you can answer me soon and solve my request
July 1, 2026
Unprompted review
Reply from LEVEL
Hello Marta, we’re really sorry to hear that this has been your experience — we understand how frustrating it is to feel like your request is not being addressed.
Please be assured that your case is not being ignored, and we truly want to help you resolve it as soon as possible. If you already contacted us by email, we recommend keeping an eye on your inbox (including spam/junk folder), as our team will respond through that channel.
If you’d like, you can also share your case number or booking reference here, and we’ll gladly take a look to provide you with an update.
We sincerely apologize for any inconvenience caused and appreciate your patience.
Adoni was very helpful and quickly…
Adoni was very helpful and quickly resolved the problem with the dates of birth on all the bookings in our reservation. Very efficient and very capable.
June 27, 2026
Unprompted review
Reply from LEVEL
Thanks, Peggy. We’ll share your feedback with the team.
Help with itinerary
In looking to confirm my flights, I was unable to find my reservation through the website, live agent Piero was helpful and emailed my itinerary immediately. The booking process was simple and a good value.
June 25, 2026
Unprompted review
Reply from LEVEL
Thanks, Erin. We’ll share your feedback with the team.
What to do when Level Airlines cancels flights?
LEVEL Airlines customer service assists (1(844) 449-9556) passengers with booking management, flight changes, baggage inquiries, refunds, check-in issues, and travel information. Customers can contact support through the airline’s website, online help center, or social media channels. The service aims to provide timely assistance and resolve travel-related concerns efficiently, helping passengers enjoy a smoother and more convenient travel experience.
February 24, 2026
Unprompted review
Reply from LEVEL
Thank you for sharing this information about LEVEL’s customer service. We remain committed to improving our service and assisting passengers as efficiently as possible to ensure a smooth travel experience.
Andoni was great
Andoni was great. I had a difficult problem and stuck with me until the solution was found.
June 23, 2026
Unprompted review
Reply from LEVEL
We’re happy one of our agents could help. Thanks for your review!
I will never fly with this airline…
I will never fly with this airline again. It has been a nightmare from the very beginning. On arrival, they lost the luggage of half the plane. After days of being messed around and receiving useless messages, they told us that our bags were at the airport. We took a taxi, spending a lot of money, and when we arrived at the airport we discovered that only one suitcase had arrived, while the other was still missing.
Avoid this airline like the plague. Iberia, which operates with them, should be ashamed to have anything to do with these awful people.
June 21, 2026
Unprompted review
Reply from LEVEL
Hello Luca, we’re truly sorry to read about your experience, and we completely understand how frustrating and disappointing this must have been for you. Situations involving delayed or missing baggage—especially when information is unclear or inconsistent—can be very stressful, and we sincerely regret the inconvenience and additional expenses this caused you.
Your feedback is very important to us, as it helps us identify where we need to improve, particularly in communication and handling during disruptions. This is not the level of service we aim to provide, and we’re sorry that your experience did not meet expectations.
If you still need assistance with your baggage case or would like us to review what happened in more detail, please reach out to us via direct message with your file reference, and we’ll do our best to support you.
No help contact many times
No help contact many times , 7/4/2026 still no help have a case number . Horrible experience
June 19, 2026
Unprompted review
Reply from LEVEL
Hi Tim, we’re very sorry to hear that you had trouble reaching us and didn’t receive the help you needed. We understand how frustrating that can be and truly regret your experience. If you’re still in need of assistance, please contact us again so we can properly review your case and support you.
I don’t speak Spanish so I don’t know…
I don’t speak Spanish so I don’t know what you’re asking me but the customer service representative was very helpful.
June 19, 2026
Unprompted review
Reply from LEVEL
Hi Gray, thank you so much for your feedback! We understand that the survey may have been displayed in Spanish, and we’re sorry for any confusion this may have caused. Even so, we’re really glad to hear that our customer service representative was able to assist you effectively and be helpful throughout the interaction. Providing clear and supportive service to all our customers is very important to us. We truly appreciate you taking the time to share your experience, and we’ll keep working to make every step—even our surveys—as accessible as possible
Romy was very professional
Romy was very professional, extremely courteous, and took care of my issue quickly and efficiently. Romy is a credit to your company.
June 18, 2026
Unprompted review
Reply from LEVEL
Hi Marlon, thank you so much for your kind words! We’re truly delighted to hear that Romy was able to assist you in such a professional, courteous, and efficient way. Providing a smooth and positive experience is always our goal, and it’s incredibly rewarding to know that Romy made such a great impression and resolved your issue quickly. Your feedback means a lot to us, and we’ll be sure to share your message with Romy — recognitions like yours are a wonderful motivation for our team. Thank you again for taking the time to share your experience, and we look forward to assisting you on your next journey with LEVEL.
Miserable, Scam Airline, This company is a Joke...
They cancelled my flight, told me nothing, then LIED in writing about it...
LEVEL didn't just cancel my flight (SFO→Barcelona, booking QBWKV) — they did it without a single word of warning, then put it in writing that they had "duly notified" me in advance. They did not. That's not a mix-up or a system glitch. That's a flat-out lie, and they told it to dodge the compensation they legally owe under EU261.
Here's how it actually went. The night before departure, their website wouldn't let me check in — "unavailable." The booking page told me to "try again later." I called repeatedly, across multiple phones; every call dropped right before a human picked up. Their own automated line told passengers who couldn't check in online to come to the airport for a boarding pass. So I did. I showed up at SFO. The airport staff had never been told about any cancellation. Other stranded passengers were standing there with the exact same story. No LEVEL rep, no rebooking, no hotel, no meal voucher, no explanation — nothing. Just ~20 hours stranded at the airport with zero help.
I later found out — on my own, while stuck at the airport — that LEVEL had internally decided to suspend this route over an engine shortage. So this wasn't weather. It wasn't air traffic control. It was a business decision they made and chose not to tell their paying customers about. Then they had the nerve to refund only the base ticket ($330.20), pretend that closed the matter, and falsely claim they'd notified me — knowing full well that "no notice" is exactly what triggers the €600 they don't want to pay.
I had to rebook myself on another airline ($675.13), pay $275 for airport accommodation, and eat meals and transport out of pocket — none of which LEVEL lifted a finger to cover. Their 1,500+ one-star reviews tell you this isn't bad luck. It's how they operate: cancel quietly, hide behind broken phone lines and a dead website, and lie when cornered.
Avoid LEVEL. If they've already done this to you, do NOT accept their "the refund settles it" line — file an EU261 claim for €600 and report them to AESA. They are betting you won't bother. Prove them wrong.
April 21, 2026
Unprompted review
Reply from LEVEL
Hi Bennett, we’re truly sorry to read everything you’ve shared, and we completely understand how frustrating and exhausting this experience has been for you.
What you’ve described — being unable to check in, not receiving clear information, arriving at the airport without answers, and having to manage everything on your own for so many hours — is not the experience we aim to provide. We sincerely apologize for the impact this had on your journey and the stress it caused.
We want to assure you that your case has been carefully and fully reviewed by our specialized team, taking into account the entire situation, including the flight cancellation, communication process, and the expenses you have detailed.
Following this thorough review, the team confirmed that your case was handled according to the applicable conditions and that the corresponding refunds and applicable resolutions have already been processed. We understand that this may not align with your expectations, especially given the impact this situation had on your travel plans, and we sincerely regret the distress and inconvenience it has caused you.
We’ve also noted that your case is still active as you have submitted additional communication via email. For this reason, we kindly ask you to wait for the response from our specialized team, who will review your latest message and get back to you directly with any further updates.
Please know that your feedback regarding communication and support is extremely important to us, and we truly regret that your experience felt this way. This is not the level of service we aim to provide, and your comments help us identify areas where we must improve.
Customer service chat (Piero) confirmed…
Customer service chat (Piero) confirmed the refund steps and that my flight is eligible for refund.
June 15, 2026
Unprompted review
Reply from LEVEL
Hi, we’re really glad to hear that your experience was clear and helpful. Providing accurate information and guidance throughout the process is key for us, so it’s great to know that Piero was able to assist you and confirm the refund details properly. Thank you very much for taking the time to share your feedback — it truly encourages us to keep delivering the best possible service. We remain at your disposal whenever you need us.
Reply from LEVEL
Hi Lu, we’re really glad to hear you had a great customer experience. Providing helpful, clear, and efficient support is what we aim for, so it’s fantastic to know that reflected in your interaction. Thank you very much for taking the time to share your feedback — it truly means a lot and motivates us to keep delivering the best possible service.
It is rare that I will rate a company so poorly...
It is rare that I will rate a company so poorly but I consider this a public service announcement so that others can avoid the same fate.
The lack of communication and customer care with this airline after my luggage did not arrive with my flight has been the worst I've seen.
I was able to identify where my luggage was because I had a tracking tile but I received NO INFORMATION OR COMMUNICATION at all from Level Airline (or GLS shipping where I eventually found the bag) for 10 days until I finally decided to risk renting a car and driving over 300km to go pick up my own luggage. This was 10 days in to a month long cycling trip.
Fortunately I was able to collect my own luggage but Level refused to acknowledge the extraordinary circumstances of this situation and compensate me properly.
The worst part is the complete lack of communication, even from the executive team. They have made it very clear that they don't care about passenger rights one bit. I'm quite shocked, really, as I have never encountered such appalling customer service.
At this point, I would advise no one to travel with this airline. The strange part is that I didn't even book Level. I booked Iberia Airlines and they decided to put me on a Level flight.
May 17, 2026
Unprompted review
Reply from LEVEL
Hello Stacey, we are truly sorry to read about your experience. We completely understand how difficult and frustrating it must have been to deal with a delayed baggage situation, especially without receiving updates for such a long time.
This is not the level of communication or service we aim to provide, and we sincerely apologize for the lack of information and support you experienced during those days, as well as the inconvenience of having to recover your luggage on your own.
We understand your concerns regarding how your case was handled. While your situation has already been reviewed, we would be happy to take another look and ensure everything has been managed correctly. If you’d like, you can share your booking reference or case number with us.
Thank you for taking the time to share your experience. Your feedback is very important to us and helps us improve.
Great customer service
I never managed to get my issue resolved, but the operator I spoke to was really nice and helpful. She provided a lot of reassurance and spoke me through the issue. It really helped.
June 10, 2026
Unprompted review
Reply from LEVEL
Hi Joseph, thank you for sharing your experience. We truly appreciate your kind words about the agent’s support — it means a lot to know that you felt listened to, reassured, and well guided during the interaction. Providing this level of care and clarity is something we really strive for. At the same time, we sincerely regret that your issue has not yet been resolved. We completely understand how important it is not only to receive good assistance, but also to reach a final solution. Your feedback is very valuable, as it helps us improve both the quality of our support and the effectiveness of our processes. We remain at your disposal should you need any further assistance.
my upcoming flight from JFK to…
my upcoming flight from JFK to Barcelona. This is three days now trying to resolve this issue and I would like speak to a live person. You can’t get
Live person and nobody gets back to me this is very fustersting and bad customer service.
I booked my tickets well in advance and also paid extra to ensure that my children and I would be seated together. I have now discovered that my flight has been changed from Tuesday to Monday without receiving any email notification or prior communication. I see lot seats available for 4 people in a row.
This change has caused significant disruption to my plans, including:
• An additional unexpected hotel night and meal expenses
• The need to use an extra vacation day from work
• My child now missing a day of school
• Last-minute changes to childcare and travel arrangements
Given that I made arrangements in advance specifically to avoid this kind of disruption, I am very concerned about how this change was handled. What if I didn’t check my flight information I would missed my brothers wedding
June 2, 2026
Unprompted review
Reply from LEVEL
Hello Danielle, we are truly sorry to read about your experience and the stress this situation has caused you and your family.
We completely understand how serious and disruptive it is to discover a flight change without prior notification, especially when you had carefully planned your trip and made arrangements to ensure you and your children could travel together. We can only imagine how concerning it must have been to realize this in relation to such an important event like your brother’s wedding.
We also sincerely apologize for the difficulty you’ve had reaching a live agent and the lack of timely communication. This is not the level of service we aim to provide, and we understand how frustrating it must have been to try to resolve this for several days without support.
We would really like to review your case in detail and help you find the best possible solution. Please send us your booking reference (PNR) so we can check your reservation directly and assist you as quickly as possible.
Thank you for bringing this to our attention. We are here to help and will do our best to support you through this.
Level customer service is terribe
Level customer service is pretty terrible and rude. They changed my paid seats twice and never proactively refunded me.
JXVC0
June 4, 2026
Unprompted review
Reply from LEVEL
Hello Anna, we’re truly sorry to read about your experience. We completely understand how frustrating it must be to have your paid seats changed more than once, especially without receiving a proactive refund.
This is not the level of service we aim to provide, and we sincerely apologize for the inconvenience and lack of follow-up you encountered. We understand how important seat selection is, particularly when it has been paid for in advance.
We would like to review your case in detail and make sure everything has been handled correctly. Please send us your booking reference (PNR) so we can check your reservation and assist you further.
Thank you for bringing this to our attention. Your feedback is very important to us and helps us improve our service.
Knowledgable, friendly staff
Knowledgable staff. Friendly and quick to resolve my issue
June 4, 2026
Unprompted review
Reply from LEVEL
Hi Markus, we’re really glad to hear that you received support from a knowledgeable, friendly, and efficient team member. Providing clear guidance and resolving issues quickly is exactly what we strive for, so it’s great to know this was reflected in your experience. Thank you very much for taking the time to share your feedback with us. We truly appreciate it and remain at your disposal whenever you need us.
ive been waiting 5 months for a refund for a flight that was canceled for no reason.
im on my second round of filling out forms for reimbursement...
February 12, 2026
Unprompted review
Reply from LEVEL
Hello Eli, we’re truly sorry to read this. We completely understand how frustrating and exhausting it must be to wait 5 months for a refund, especially after having to go through the process more than once.
We sincerely apologize for the delays and for the inconvenience of having to submit forms repeatedly. This is not the experience we want to provide, and we understand how disappointing it must feel to still be waiting for a resolution after all this time.
Your case deserves a proper review, and we’d really like to help move this forward for you. If you have not received your refund yet, please send us your booking reference (PNR) or case number, and we will check the status of your refund and follow up internally to ensure it is being handled correctly.
I had a HORRIBLE experience with FLY…
I had a HORRIBLE experience with FLY level airline
I purchased my ticket from Iberia airline and when I arrived in Barcelona my bag' handle broke and the inside was my work banner(I was going to a trade show) is also damaged.
I went to the counter and they gave me a website to claim,
During busy time it took me one hour to make claim ,but I never received any confirmation,then after few weeks the website they gave me I was not even legit, I contacted them through website and they told me to apply again which it wasn't even possible through the site,then they gave me a email to apply and said they will contact me in 10 days,it's almost 20 days and no one contacted me ,Now I have to pay for my bag and my banner's frame .
This has been the worse experience I ever had with any airline.
This is also Iberia fault to give the authority to FLY LEVEL
I never ever trust them again.
Souzan
March 19, 2026
Unprompted review
Reply from LEVEL
Hello Souzan, we are truly sorry to read about your experience, and we completely understand how frustrating and disappointing it must have been, especially when traveling for something as important as a trade show.
We sincerely apologize not only for the damage to your luggage and important materials, but also for the difficulties you faced during the claims process. Having to spend so much time submitting a claim, not receiving confirmation, and then being redirected multiple times is not acceptable and does not reflect the level of service we aim to provide.
We also understand how concerning it is to be left without updates after nearly 20 days, especially when you’ve already taken the steps requested. We’re very sorry for the lack of follow-up and communication throughout this process.
We would really like to help you move this forward and ensure your case is properly reviewed. Please send us your booking reference (PNR) or case number, and we’ll check the status and follow up internally to make sure your claim is being handled correctly.
Thank you for your patience and for sharing your experience with us. We sincerely apologize for the inconvenience caused and want to support you until your case is fully resolved.
Pet in cabin reservation
Support explained and then helped me add my pet to my flight reservation.
Everything went great.
But it would be great to be able to add pets during the ticket purchase process, like you can for sports equipment. This would save me and the airline time. Thank you!
June 1, 2026
Unprompted review
Reply from LEVEL
Hi, we’re really glad to hear that your experience went smoothly and that our support team could help you add your pet to the reservation. It’s great to know that everything worked out well and that the information provided was clear and useful. We also truly appreciate your suggestion about being able to add pets during the booking process. Feedback like this is very valuable, as it helps us identify opportunities to improve and make the experience even more convenient for our customers. Thank you very much for sharing your experience and your idea with us. We remain at your disposal for anything you may need.
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.