Claims Form

Submit a claim

Use this form to send us a claim related to a flight operated by LEVEL. You can submit a claim if your flight has arrived at its destination with a delay of 3 hours or more, if it has been cancelled, if you have had an incident with your baggage, or if you could not board due to denied boarding. Before starting, keep in mind that each passenger must complete the form with their own data, as claims are managed individually.

To obtain more information about your rights as a passenger you can consult  here.

Frequently asked questions

What should I do if my flight is cancelled or delayed?

If your flight operated by LEVEL has been affected by a cancellation or a delay, you can send us a claim so that we can review your case. We will be able to assess your request if:

The flight arrived at its destination with more than 3 hours of delay.
We informed you of a cancellation or a schedule change with less than 14 days of notice regarding the scheduled departure.

The operational information of the flight may take a few days to be correctly reflected in our systems. For this reason, we recommend sending the claim at least 7 days after the flight date.

I have been denied boarding, can I submit a claim?

In exceptional situations, it may be necessary to deny boarding due to commercial or operational reasons.

In these cases, we will offer you an alternative so that you can reach your destination as soon as possible. When applicable, we will also provide you with assistance during the wait, such as food or accommodation.

So that we can correctly review what happened, we recommend submitting the claim by completing the claim form.

Keep in mind that, if the denied boarding occurs due to a justified cause, such as health reasons, safety, or incorrect or insufficient travel documentation, it is possible that financial compensation or assistance may not apply. You can consult more information in our Conditions of Carriage.

I have had an incident with my baggage, can I claim?

If your baggage has not arrived, first you must open a Property Irregularity Report, PIR. You can do it at the airport or online up to 5 days after the flight date.

The PIR is necessary to initiate the search, track the baggage, and review any subsequent claim.

If you receive your baggage with delay, you will be able to claim the corresponding essential expenses, provided that you can provide the necessary receipts within the period of 21 days from the receipt of the baggage.

If after 21 days your baggage has not been located, you will be able to submit a claim for lost baggage.

You can consult more information in Baggage Incidents.

Does each passenger have to claim separately?

In case of incidents related to the flight, claims are reviewed individually, so each passenger must complete the form with their own data.

If there are several passengers affected within the same booking, each one must send their own claim.

How can I check the status of a claim already sent?

If you have already submitted a claim, you can track it by contacting us through the Help Centre and indicating your case number.

This way we will be able to review the information already registered and help you with the status of your request.

How long will it take us to respond to you?

The response time may vary depending on the type of case and the documentation we have to review.

Our goal is to respond within a period of 7 working days. In situations that require a more detailed analysis, the management can take up to 21 days.

If you want to check the status of your claim, you can contact us through the Help Centre indicating your case number.