Our Privacy Promise
LEVEL is committed to respecting your privacy and protecting your personal information.
Please click on the titles below to access the information relevant to each question/ subject.
If you have made a flight booking with us but one or more flights are to be provided by other airline(s) then that other airline will also separately be considered a “data controller” under European Union data protection law.
Any provider of services such as a hotel or car rental company will also separately be a “data controller”. You can access the privacy policies of those providers from them directly.
If you are a member of Avios Group (AGL) Limited will also separately be a “data controller” of your personal information. Avios Group (AGL) Limited’s address is Astral Towers, Betts Way, Crawley RH10 9XX. Avios Data Protection Officer can be contacted by email addressed to email@example.com.
Where we reference that others are data controllers in the section “Controller of Personal Information “or “Who do we share your personal information with?” you should consult their privacy policies for further information.
Additional terms and conditions or policies may apply if you elect to take additional services from us such as using our on-board Wi-Fi or entering a competition linked to LEVEL and other third parties.
Keep your booking reference confidential
When you make a booking, you will be given a booking reference (also known as a PNR or Passenger Name Record). This will appear on the email confirmation of each person in your booking. You should keep your booking reference confidential always.
Giving your booking reference to others may allow them to access your booking details through our system.
If you are travelling with others and would not like your individual booking details to be accessible by them, you may prefer each person to make separate bookings.
Keep your Registered Customer log-in details confidential
To make sure your access to our websites, other online services, and mobile applications is secure, you should not share your log in details with anyone else. When you finish using the website, online services or mobile application you should log out if others may be able to access your computer or device. This is especially important if you are using a publicly accessible computer.
Be aware of and protect yourself against Internet fraud and “Phishing”
There is an Internet fraud practice known as "Phishing" which is the illegal gathering of personal information by deception. Unsolicited emails are sent to individuals from lists illegally gathered by a third party, and recipients are asked to enter or reconfirm bank or password details into a 'cloned' or illegal copy website.
For additional details see “What types of Personal Information do we collect and retain?” below.
In addition, we may receive personal information about you from third parties, such as:
We can also collect your personal data from third parties, such as:
We collect the following categories of personal information:
Information you provide for LEVEL to complete and manage a booking you have made with us or a service you have requested from us.
Your name, address, email, contact details, date of birth, gender, passport number, your account details and payment information.
If you buy tickets for someone else, we may collect your billing information but may communicate with the passenger directly about their flight.
We will know if you booked your flight on flylevel.com or used another sales channel such as a travel agent or our contact centre.
Information collected during your travel with us
We may collect information such as your interactions with staff and cabin crew before and during the flight.
Information about your travel arrangements
Details of your booking, travel itinerary, details of any additional assistance you require, and other information related to your travel with us such as dietary requirements.
Information about the services we have provided to you in the past
Details of your previous travel arrangements, such as your previous flights and travel-related issues, including upgrades received, your baggage requirements, airport disruption, lost luggage and your customer feedback
Information about online registration and other interactions
We will retain your information to ensure we interact with you appropriately if you have registered with us.
We will retain your information if you have entered a competition, registered for a promotion or interacted with us via social media such as Facebook or Twitter.
Information about your use of our website, contact centre and mobile applications.
To help us to personalise your information and improve our website we collect information about your searches and the content you have viewed on our website using cookies and similar technologies, such as the website you come from, internet banner advertisements and links which appear on our marketing partner’ websites.
We will use previous web usage data stored within the cookie to personalise and understand you as a customer. This could include if you have entered any booking or passenger name information on our website or if you used your Registered Customer Number.
We would be able understand from your data usage that you have visited flylevel.com and searched for a flight, but did not complete your booking. We may use this information to contact you to offer more information about the booking and the location.
Information about your location if you have been browsing on flylevel.com or using our mobile application we will collect information about your device.
This is your IP address. An IP address (i.e. Internet Protocol address) is a numeric code that can act as a unique identifier for your computer or other device – this can be turned off from your device).
Identifying the county from which you are accessing the relevant website or application which will enable us to provide more relevant content and use an appropriate language.
If we have your permission we may use the functionality on your device (such as Bluetooth, Wi-Fi and GPS) to determine your location to assist with flight connections, boarding our aircraft as well as provide a personalised service (You can access or change this option by amending the location settings on your device).
In addition, you may have requested services (such as a meal) which is not “sensitive data” but may imply or suggest your religion, health or other information.
To fulfil your travel arrangements and deliver the services you have asked for
We will need to use your name, address, email, contact details, date of birth, gender, passport number, your account details and payment information so that we can process bookings, fulfil your travel arrangements, take payment, provide information to relevant authorities (such as tax, customs and immigration authorities) and so that Level agents know who is booked on a flight.
To manage the boarding process and to facilitate flight connections at the airport.
If you have not arrived at the gate to board your flight, we may need to check whether you have passed through airport security or whether you were on a connecting flight in order to understand how to contact you about boarding the flight.
At some airports where we operate facial recognition. (Use of this technology unless legally required is voluntary)
To send status updates and service communications to you
We may send a communication informing you that check in is open or if your flight has been delayed.
To keep track of you in advance of your flight and at the airport.
When you are travelling with us and using an airport where we operate, we may have the ability to monitor where you are within the airport to assist you with flight connections and boarding of our aircraft as well as providing a personalised service.
If you have presented your boarding pass to gain access to one of our lounge.
To help keep you safe when you fly with us and to meet certain legal and regulatory requirements which apply to LEVEL as an airline.
As an airline there are regulatory obligations on LEVEL to maintain a record of passenger information on our aircraft.
The laws of certain countries, such as the UK and USA, require airlines to provide certain passenger information to the border and immigration authorities.
To provide services tailored to your requirements and to treat you in a more personal way.
We may update and share non-personal information with our media agency, in order to serve tailored and relevant advertising from our partners and third parties on our websites, applications and electronic boarding passes.
To carry out analysis and market research.
We will analyse the way in which our sales channels, products and services are being used by customers so that we can understand how to improve the service we offer and encourage customers to use the full range of our products and services.
To carry out marketing and keep you informed of LEVEL’ products and services.
We may send you information about our products and services by email or text message.
Tailor the content of our websites, applications, emails and other communications to ensure they are relevant to you as possible – including previous destinations including offers and/or services relating to that or a similar destination.
Understand your flying preferences and provide information about offers, such as upgrades.
If you’ve searched for flights but not booked, we may remind you about our services via Facebook or Twitter based on the flights you searched for previously.
We may combine / match anonymised customer relationship marketing data with a third party (e.g. Google, Facebook) so both companies can understand behavioural activities such as knowing other sites visited.
To send you status updates and service communications.
Even if you have opted-out of receiving marketing information from us, we may still send you communications about the services you have booked to use, such as your travel itinerary. These communications will help you get the most from the services we provide and may also contain options and other details about the services you will be using (e.g. advance seating requests, additional baggage and pre-booked meals).
We may also send you communications about the services you have previously used, for example, where you experienced some form of issue or problem and we wish to contact you about it proactively in order to resolve it successfully.
To improve our website, products and services.
We may monitor the way that you and other customers use our website so that we can identify ways to improve the website experience.
For management and administrative purposes.
We may use and retain your personal information, including your purchase history, for administrative purposes, which may include for example, accounting and billing, auditing, credit or other payment card verification, anti-fraud screening (including the use of credit reference agency searches and payment card validation checks) and systems testing, maintenance and development.
We may ask if you consent to receiving marketing communications from other members of our group or from third parties.
We will respect your choice as to what communications you wish to receive and the methods by which you are sent them.
Please note that if you tell us that you do not wish to be sent further marketing communications, you will still receive service communications (as described above) which are necessary, for example, to confirm your booking or to provide you with an update you on its status.
More information on each legal basis is provided below.
If processing of your data is subject to any other laws then the basis of processing your data may be different to that set out above and may in those circumstances be based on your consent in all cases.
We will carry out analysis and use data to personalise your experience.
When needed for the conduct of legal claims.
If your flight is delayed or your baggage is delayed or misplaced.
We are legally required to provide passenger information to border control and immigration in some countries such as the USA.
If we collect and process medical information in the event of a medical emergency and you are incapable of giving your consent.
We ask you to inform us if you flight is for business or leisure usage which we may analyse and use to personalise our interactions with you.
If the basis of our processing your data is consent, you can withdraw your consent to such processing at any time, including by writing to us at firstname.lastname@example.org.
However, if you withdraw this consent, in some circumstances, it may mean we will not be able to provide all or parts of the services you have requested from us and you will not be able to cancel your booking or obtain a refund of any charges you have paid.
We will actively review the information we hold and delete it securely, or in some cases anonymise it, when there is no longer a legal, business or customer need for it to be retained.
You will only be sent marketing emails from other companies within our group where you have provided your consent to those companies.
We may also disclose your personal information to the following third parties for the purpose described here:
Customs and immigration authorities of any country in your itinerary or to which your flight may fly over. LEVEL and other airlines are required by laws in the UK, USA and other countries to give border control agencies and customs authorities access to booking and travel information when you fly to and from countries including stop-overs and where you may overfly countries to your destination.
If you’re flight involves flying over the USA, then the information will be supplied to the relevant authority in the USA.
Airlines and other service providers needed to deliver the services you have asked for where. For instance, if part of your travel itinerary involves a flight operated by a different airline or includes car hire or a hotel booking. Those airlines and other service providers will be identified when you make a booking.
If your destination involves transferring from LEVEL onto another airline both within and outside the IAG group.
Our partner airlines and franchisees. For example, to facilitate your flight transfers or to administer benefits because of cooperation between loyalty programmes. Travel agents and other third parties who you book travel through:
If necessary to comply with a legal or regulatory obligation in any jurisdiction, including where that obligation arises because of a voluntary act or decision by us (e.g. our decision to operate to a country or a related decision).
We do not sell personal information to third parties, and we only allow third parties to send you marketing information where we have your consent to do so.
The nature of our business means it is often necessary for us to send your personal information outside the European Economic Area or the UK to fulfil your travel arrangements. This occurs because our business and the third parties identified in “Who do we share your personal information with?” have operations in countries across the world. For example, where you are flying outside of the European Economic Area or the UK, your personal information will be transferred to border control and immigration outside of these territories.
In addition, we may transfer your data to parties in countries outside the country in which you are located to provide services to us.
This may involve sending your data to countries where under their local laws you may have fewer legal rights.
You may request a copy of all your personal data saved by LEVEL. No charge is applied for this request.
You may change your personal data when they are inaccurate.
You may ask for your personal data to be erased.
You may request that your personal data not be processed.
Restriction of processing
You may request restriction of processing in the following cases:
You may receive the personal data concerning you, which you have provided to us and those which have been obtained due to your contractual relationship with LEVEL, in electronic format and have the right to transmit those data to another entity.
We will ask for some information to identify you, which will only be used to process your request. We will verify your identify via email before processing your request.
The request must be made in writing and include the following information:
You must also provide:
If you wish the information to be provided to you in a machine-readable copy, please indicate that at the time of making your request. Please send your request to: DPO@flylevel.com.
The Data Protection Officer for LEVEL can be contacted at DPO@flylevel.com.
We work hard to handle your information responsibly. If you are unhappy about the way we do this, please contact LEVEL’ Data Protection Officer who will address your concerns.
We hope that we will be able to resolve any concerns you may have.
However, you have a right to complain to the Spain’s Supervisory Authority for data protection, the Agencia Española de Protección de Datos (AEPD).