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Frequently asked questions

  • Are there any current travel restrictions?
    Some governments have limited the entry of people according to their origin. It is important that you check if the restrictions affect you. Here you can check the current travel restrictions on the IATA (International Air Transport Association) website. By selecting the country you fly to, you can check the updated information.
  • What are my options if I can't fly?
    At LEVEL we are aware that we live in uncertain times and that your situation may change. If your booking was made after March 12 and you will not be able to fly on the scheduled date, you can change the dates of your trip for free up to 15 days before your flight. You can do it in the My Reservation section and you will only have to pay the fare difference, if any. If you make the change less than 15 days before the departure date of your flight, you will have to pay an extra charge, in addition to the fare difference, if any. In the case of not being able to fly due to entry restrictions to your destination or due to health issues, you can request a voucher to fly later. In both cases, you must prove it with a copy of your passport (if you are affected by entry restrictions) or an official medical certificate (if you cannot fly for this reason). To request the voucher, contact us.
  • How do I request a refund?
    Fare conditions at LEVEL do not include the possibility of refund and cancellation. If your flight has been canceled, you can manage a date change or request a voucher through the My Reservation section . The voucher is generated immediately and is valid for 2 years from its creation. If you wish to request a refund, you must make a claim through this link or contact us (you will find the contact information at the bottom of this page). Please note that due to the exceptional situation we are experiencing, we are taking longer than usual to process refunds. We appreciate your understanding.
  • What are the conditions of my voucher?
    If you have a LEVEL voucher you can use it for your next reservations through flylevel.com. Remember to apply your voucher at the time of payment.
    • You can use your voucher as many times as you want until it runs out, both in reservations for yourself and for other people.
    • When you requested your voucher, we generated it for the total value of your previous reservation, including any additional services that you purchased, and with a validity of 2 years.
    • You can check the exact date in the email you received with the voucher.
    • If you have already used it or do not remember its amount, you can check the remaining balance when applying the voucher on the payment page, after selecting a flight.
  • Will my flight operate as planned?
    That's right. If you haven't received any notification informing you of changes to your reservation, your flight will operate as planned. If you have a flight and it is affected by restrictions or changes, we will notify you by email in advance, along with the options available to you. If you want, you can check that your email is updated in the My Reservation section
  • What precautions should I take to fly today?
    At LEVEL we have implemented all the measures recommended by the health authorities, in order to preserve your health and safety. Remember that the use of a mask for people over 6 years of age is mandatory, both to board the plane and during the flight. If you don't take it, you won't be able to board. We recommend you to check-in online to spend less time at the airport and minimize cabin luggage to speed up boarding and disembarking from the plane. We have reinforced the cleanliness of our planes, as well as the protocols of our crews. If you are flying with us soon, we recommend that you read all the measures here.

Frequently asked questions

  • Are there any current travel restrictions?
    Some governments have limited the entry of people according to their origin. It is important that you check if the restrictions affect you. Here you can check the current travel restrictions on the IATA (International Air Transport Association) website. By selecting the country you fly to, you can check the updated information.
  • What are my options if I can't fly?
    At LEVEL we are aware that we live in uncertain times and that your situation may change. If your booking was made after March 12 and you will not be able to fly on the scheduled date, you can change the dates of your trip for free up to 15 days before your flight. You can do it in the My Reservation section and you will only have to pay the fare difference, if any. If you make the change less than 15 days before the departure date of your flight, you will have to pay an extra charge, in addition to the fare difference, if any. In the case of not being able to fly due to entry restrictions to your destination or due to health issues, you can request a voucher to fly later. In both cases, you must prove it with a copy of your passport (if you are affected by entry restrictions) or an official medical certificate (if you cannot fly for this reason). To request the voucher, contact us.
  • How do I request a refund?
    Fare conditions at LEVEL do not include the possibility of refund and cancellation. If your flight has been canceled, you can manage a date change or request a voucher through the My Reservation section . The voucher is generated immediately and is valid for 2 years from its creation. If you wish to request a refund, you must make a claim through this link or contact us (you will find the contact information at the bottom of this page). Please note that due to the exceptional situation we are experiencing, we are taking longer than usual to process refunds. We appreciate your understanding.
  • What are the conditions of my voucher?
    If you have a LEVEL voucher you can use it for your next reservations through flylevel.com. Remember to apply your voucher at the time of payment.
    • You can use your voucher as many times as you want until it runs out, both in reservations for yourself and for other people.
    • When you requested your voucher, we generated it for the total value of your previous reservation, including any additional services that you purchased, and with a validity of 2 years.
    • You can check the exact date in the email you received with the voucher.
    • If you have already used it or do not remember its amount, you can check the remaining balance when applying the voucher on the payment page, after selecting a flight.
  • Will my flight operate as planned?
    That's right. If you haven't received any notification informing you of changes to your reservation, your flight will operate as planned. If you have a flight and it is affected by restrictions or changes, we will notify you by email in advance, along with the options available to you. If you want, you can check that your email is updated in the My Reservation section
  • What precautions should I take to fly today?
    At LEVEL we have implemented all the measures recommended by the health authorities, in order to preserve your health and safety. Remember that the use of a mask for people over 6 years of age is mandatory, both to board the plane and during the flight. If you don't take it, you won't be able to board. We recommend you to check-in online to spend less time at the airport and minimize cabin luggage to speed up boarding and disembarking from the plane. We have reinforced the cleanliness of our planes, as well as the protocols of our crews. If you are flying with us soon, we recommend that you read all the measures here.

Contact us

Phone number If we still have not resolved your doubts, call us. Available from 10am to 8pm (CET) Monday to Friday

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Travel agencies

Social Media Send us a private message through Facebook or Twitter. Available from 10am to 8pm (CET) Monday to Friday
Phone number If we still have not resolved your doubts, call us. Available from 10am to 8pm (CET) Monday to Friday

Individual

Travel agencies

Social Media Send us a private message through Facebook or Twitter. Available from 10am to 8pm (CET) Monday to Friday

Individual

Travel agencies