POLICIES AND SPECIAL MEASURES IMPLEMENTED OWING TO COVID – 19

[LATEST UPDATE: May 27 at 10am EST]

At LEVEL we strive daily to ensure that you can plan your journeys with complete confidence and fly with all necessary security measures. That is why, in conjunction with the healthcare authorities, we have implemented a series of measures to safeguard the health of our customers and crew. We have also relaxed our policies so that you can change your tickets if your plans change. We hope to see you on board soon.


HYGIENE AND SAFETY MEASURES FOR FLYING

The health and safety of our customers and crew is our priority. Here you will find the measures and recommendations that we have implemented to guarantee your safety on board. If you are going to fly with LEVEL soon, we advise you to read them carefully:

We recommend check-in online and having your boarding pass issued before arriving at the airport, and, if possible, downloading it to your smart phone to minimize physical contact.

We remind you that to protect the health of both yourself and the other passengers, the use of masks is obligatory for those over six years of age. They must be worn on entering the aircraft and during the flight. If you are not wearing a mask, you will not be allowed to board.

In order to minimize contact with surfaces and to facilitate boarding and disembarking, we recommend that you reduce the amount of hand luggage to one piece, of the smallest dimensions possible.

Some airports have restricted access to only those who are going to fly. We recommend that you check the website of the airport from which you are flying to check if you can access the airport accompanied by people who are not travelling.

The airport operator has reinforced the cleaning and disinfection of check-in desks, as well as the cleaning of all points of contact with our customers.

With the aim of maximizing the distance between passengers, we have reviewed our processes for check-in and bag drop-off, as well as boarding and disembarkation. Our airport agents and our cabin crew will continue providing customer service while maintaining the greatest distance possible.

We have reinforced the cleaning procedures of our equipment and aircraft that already take place between every flight. Some of these measures include the disinfection of the cabin, with greater focus on the common surfaces (handles, buttons, screens, foldable tables, armrests, air vent nozzles, etc.), bathrooms, and crew areas.

Our aircraft are equipped with HEPA filters, which renew the cabin air every three minutes and eliminate 99.99% of airborne viruses and bacteria.

We have removed both our duty-free and catering in-flight catalogues. In your seat you will find only the safety card, which is disinfected before and after each flight.

We have increased our crew’s medical checks with measures such as temperature checks twice per day. Furthermore, all the cabin crew are equipped with the necessary protective equipment.

Likewise, our crew has received training and has the necessary equipment on board to apply the protocols and protection systems established by healthcare authorities in the event of detecting a symptomatic passenger during the flight.

Both in the process of assigning seats and during boarding, the safety measures are taken to ensure the greatest distance possible between passengers.

As part of the extraordinary measures taken to avoid the risk of infection and spread, our crew will not be able to help you place your hand luggage in the overhead lockers. We thank you for your understanding.

In order to reduce physical contact, and thereby minimize risks, we have simplified the on-board catering options and only accept card payment. We advise you to order you meal in advance, adding it to your reservation in the “My booking” section at flylevel.com.

On board, we have increased the healthcare authorities’ messages about detection, protection, and reporting of illness. We recommend our customers to remain seated as much as possible and to avoid queueing for the bathrooms.


FLEXIBLE BOOKING

Conscious of the changing situation which we are experiencing, we have relaxed our rebooking policies in the following way: For every new booking made since 12 March you will be able to change the date of your flight until 30 April 2021 at no additional cost. This means you can change your plans without any penalty. You will only pay the fare difference, if applicable. Consult the full conditions here >>.


INFORMATION CONCERNING FLIGHTS DEPARTING BEFORE 30 JUNE

We understand that, given the situation, you wish to postpone your trip. If you have a booking for a flight up to 30 June, you can request a voucher for the same amount you paid and use it to fly during the 24 months after its issue date. You can use the voucher without limit until the total amount has been used. You can request the voucher in the “My booking” section, accessible through the home page flylevel.com.


WHAT TO DO IF YOUR FLIGHT IS CHANGED

In the event that your flight is changed, we will contact you through the email address provided during the booking process. Our goal is that you can manage your flight independently, for this reason our website offers the same possibilities as our customer service centre.

If you booked your flight through iberia.com, flyleveleurope.com, vueling.com, or through a travel agency, please contact them directly.