Frequently asked questions

Our Premium cabin includes a meal, snack and drinks, but if you're flying in Economy, Food & Drink are optional extras. Visit our Food & Drink page to see more.

We have a great selection of meals, drinks and snacks available on-board at any time during the flight. You can even order directly from your seatback screen. Visit our food & drink pages for more information.

Yes, please visit My Bookings to order on-board meals. This must be done at least 48 hours before departure. You can also choose from a great range of meals, snacks and drinks on-board.

We have a wide range of perfumes, gifts, alcohol and cigarettes available for purchase on-board.

We offer a wide range of entertainment for customers on the latest widescreen, high definition screens. More details on what's showing can be found on our entertainment page. In flight entertainment will be free for our customers flying during 2018, but a cost for the service will be introduced during 2019.

We offer wi-fi on all of our flights. Visit our wi-fi page for more information.

We offer wi-fi on all of our flights. Visit our wi-fi page for more information.

We have standard plug points between seats and USB charging ports at all of our seats.

Visit our fleet page for more information.

For flights to and from Paris Orly, check-in online opens 21 days prior to departure and closes 7 hours before departure. At the airport, the check-in counters open 4 hours before the scheduled departure time, and close 90 minutes before departure.
For flights to and from Barcelona, you can check-in online from 24 hours before your flight departs. Our check-in counters at airports for flights to and from Barcelona open 4 hours before departure and check in close 1 hour before departure.

Please contact us or your travel agent if you didn't book directly with us.

The LEVEL app has been developed to help with on-board shopping and doesn't have a check-in facility. You can check in at our website or alternatively when you arrive at the airport.

Contact us by phone to change your booking. Our different fares have different change options and fees attached.

Contact us by phone to change your booking. Our different fares have different change options and fees attached.

Our Premium fare includes baggage as part of the fare, but for our Economy fare baggage is an optional extra. Discover more on our Baggage page to see what the allowance is. If you don't have a baggage allowance, you can purchase this through My Bookings. It's cheaper to do this than paying at the airport.

Please contact us or your travel agent if you didn't book directly with us.

Powder-like substances(*) that exceed the travel sized container requirement (12oz/350ml/350gr) are prohibited in the cabin of the aircraft.
LEVEL recommends that customers place these items in their checked bags to avoid the disposal at the checkpoint and/or gate.
Exemptions(**): Medically prescribed baby formula; Human remains; Duty Free powder containers inside of sealed STEB bags (Secure Tamper Evident Bag).
(*) Powder, clumpy, grainy, or compressed, for example: flour, sugar ground coffee, spices, powdered milk.
(**) They may be subjected to screening.

Visit our baggage page for more details.

We are happy to welcome assistance dogs & emotional support dogs when supported by relevant documentation on flights to and from the United States of America. We don't accept any other pets either in the cabin or in the hold of our aircraft, nor are they permitted on flights that are not to or from the USA. Our partners at IAG Cargo may be able to assist you.
The following documentation for the Assistance Animal may need to be provided at check in:
1) Confirmation of micro chip
2) Confirmation of rabies vaccination and blood test
3) An official PETS certificate
4) Certificate of ticks and tapeworm treatment
5) Recognised confirmation that the dog is a certified Assistance animal

The following documentation for the emotional support dogs may need to be provided at check in:
Validity documentation required no later than one year from the date of customer’s scheduled initial flight.
Provide a letterhead of a licensed mental health professional including a medical doctor specifically treating the customer’s mental or emotional disability with stating the following:
1) Customer has a mental health related disability recognized in the DSM IV (Diagnostic and Statistical Manual of Mental Disorders 4th edition).
2) The Individual providing the assessment is a licensed mental health professional and the customer is under his or her professional care.
3) The date and type of the mental health professionals license and the state of other jurisdiction in which it was issued.
Plan to check in two hours and a half before the departure time for the general public for documentation verification.

We don't offer a service for unaccompanied minors, which means that any child under the age of 14 at the time of flying must be accompanied by someone aged 16 and over. If they are not accompanied by an adult aged 16 or over, they will not be able to fly alone.

If you need special assistance on any part of your journey with LEVEL, please get in contact

It's not reccomended that newborn babies fly for at least the first 7 days after birth. For babies who were born prematurely or have health issues this period will be longer. You should contact your GP or midwife for advice on travel.

IATA recommends that pregnant women do not fly from the 36th week of pregnancy (32nd in the case of multiple pregnancy with no prior complications).

We reccomend that you consult your GP or midwife for advice before you fly.

It is necessary to present a medical certificate, issued in the last 7 days prior to the date of the flight from the 36th week of pregnancy or if the due date is in less than 4 weeks.

If, from the information, it results that the pregnancy suffers some alteration with regard to normal development, or the delivery date is not known, or some complications are expected in delivery or in the case of previous multiple pregnancies.

Air travel is not recommended for women in the 7 days prior and 7 days subsequent to giving birth.

You should always take advice from your GP or healthcare professional if your unsure whether you are fit to fly. You should also contact us as we may need to make special arrangements for you.

Lounge access is not included in any of our fares.

Fast-track security is not included in our fares.

Customers need to ensure they have the relevant visas or certificates to travel and that their passport has the required validity remaining. You can check what you need at IATA or contact the relevant embassy in your home country. If you arrive at the airport without the required documents you will not be allowed to board your flight.

Customers need to ensure they have the relevant visas or certificates to travel and that their passport has the required validity remaining. You can check what you need at IATA or contact the relevant embassy in your home country. If you arrive at the airport without the required documents you will not be allowed to board your flight.

Before travelling you should get advice from your GP or local travel clinic on the reccomended and required vaccinations and medications needed at your destination. Note some countries require vaccination certificates for certain diseases. Vaccinations require time to become effective and you should always consult your GP or travel clinic 6 weeks prior to departure. You should also ensure that you have sufficient prescription medications to cover your trip and any potential delays. Remember to bring a prescription or letter from your GP & remember to carry any prescription medication in your hand luggage.

The governments of certain countries require airline companies to collect specific information about passengers before starting their trip (API, Advance Passenger Information). The obligatory information requested by countries such as the United States include passport details, visa details and postal address depending on each country's legislation. To avoid problems and delays, we recommend that you provide us with your (API) Advance Passenger Information before going to the airport. You can access through My Bookings. It is also important that the information is correct so that you are not delayed when you pass through immigration upon arrival to those countries.

LEVEL is not part of the oneworld alliance and customers travelling on LEVEL do not receive oneworld tier benefits.

LEVEL is not part of the oneworld alliance and customers travelling on LEVEL do not receive oneworld tier benefits.

Visit our careers page for more information.

Visit our careers page for more information.

We're sorry you've been delayed, please visit our contact page for further information.

We're sorry your bag did not travel with you, please visit our contact page for further information.

You can find out more about the USA Department of Transport's aircraft disinsection requirements here.

We're sorry to see you go. Closing your account means losing your profile and all your LEVEL data. If you'd like to close your account, please send us an email from the email account you used to register with us.

Please contact us.

You can also contact the consumer division of the USA Department of Transportation in the address below.

Aviation Consumer Protection Division, C-75
U.S. Department of Transportation
1200 New Jersey Ave, SE
Washington, DC 20590
https://www.transportation.gov/airconsumer

Your Booking or Email Confirmation is also your receipt of purchase. LEVEL do not issue separate invoices for purchases on flylevel.com. No VAT applies on airfares or fees when travelling on international journeys, and thus this is not detailed on your Booking Confirmation. You can print your Booking Confirmation from the My Booking page.

Consumers can obtain a copy of Part 382, the regulations regarding nondiscrimination on the basis of disability in air travel, in an accessible format from the Department of Transportation by any of the following means:
(1) For calls made from within the United States, by telephone via the TollFree Hotline for Air Travelers with Disabilities at +18007784838 (voice) or +18004559880 (TTY).
(2) By telephone to the Aviation Consumer Protection Division at +2023662220 (voice) or +2023660511 (TTY).
(3) By mail to the Air Consumer Protection Division, C75, U.S. Department of Transportation, 1200 New Jersey Ave., SE., West Building, Room W96432, Washington, DC 20590.
(4) On the Aviation Consumer Protection Division's Web site https://www.transportation.gov/airconsumer