How to claim compensation from LEVEL
Filing a LEVEL compensation claim goes faster when it follows one clear sequence rather than a general complaint sent in and then filled in piece by piece afterwards. Because LEVEL's own-AOC transition means some flights may still have been operated by Iberia, and because LEVEL's routes are covered in both directions, the first two steps below matter more here than for a typical single-direction carrier.
Free eligibility check
Check your case in the form
Enter your route, date and type of disruption. We will check whether your case qualifies for a claim under EU 261/2004 or UK261.
What happened to your flight?
Claim up to €600 for a delayed or cancelled flight.
Choose the situation that applies to your flight:
Step 1: confirm who actually operated your flight
Check the boarding pass or booking confirmation for the operating carrier. A flight number beginning LL was operated by LEVEL under its own code; anything else, particularly on a booking made before 1 December 2025, may have been operated by Iberia instead. See the LL versus Iberia operating-carrier guide if this is unclear.
Step 2: check the direction and legal basis that applies
Because LEVEL holds its own EU air operator's certificate, EU261 applies whether Barcelona was the departure point or the arrival point of the affected flight. Confirm the distance band for the specific route in the North America guide or South America guide, and work out the applicable amount using the compensation amount guide.
Step 3: reconstruct the exact timeline
Record the scheduled departure and arrival times from the original booking, what actually happened, and — for a delay — the actual time the aircraft doors opened at the final destination, or — for a cancellation — exactly when notice was given and what was offered in its place.
Step 4: gather your booking reference and flight number
Collect the booking reference, flight number, date of travel and passenger names as they appear on the booking. Have the boarding pass and original confirmation ready as supporting documents.
Step 5: separate compensation, refund and expenses
If the situation covers more than one type of claim — fixed compensation for a delay, plus receipted hotel costs LEVEL did not arrange directly, for example — present each as its own clearly labelled request with its own supporting evidence, rather than blending them into a single figure.
Step 6: submit your claim through LEVEL's official channel
Send the complete claim through LEVEL's customer service channel, including everything gathered in the previous steps. A single, complete submission is generally processed faster than an initial vague request followed by details supplied piecemeal afterwards.
Step 7: keep a complete copy of everything you send
Save the full submission, including every attachment and the date it was sent. This record becomes important if a follow-up or an escalation to AESA is needed later — see the deadline and AESA escalation guide.
Step 8: follow up without opening a new claim
If a reasonable amount of time passes without a response, follow up by referencing the original submission date and any claim reference already issued, rather than submitting an entirely new request that starts the process again from zero.
What to expect while the claim is being processed
After a complete submission, LEVEL will typically acknowledge receipt before reaching a substantive decision. It is normal for this to take some time, particularly during busier travel periods when claim volumes rise. Resist the urge to send several partial follow-ups in the early stages, since this can fragment a claim across multiple internal references and slow it down rather than speed it up. If the acknowledgement includes a case or claim reference number, keep it prominently with the rest of the saved submission — it is the identifier to use in any later follow-up or escalation.
Keeping the claim factual and specific
A submission built around clear dates, figures and a straightforward account of events is generally easier for LEVEL's claims team to assess quickly than a longer narrative description of how frustrating the disruption was to experience, even where that frustration was entirely justified. Precision in the timeline and the amount requested tends to move a claim through review faster than length or emphasis.
What if LEVEL rejects the claim?
Read the specific reason given and respond to that exact point with evidence, rather than resending the original claim unchanged. See the claim rejected guide for how to challenge a refusal that does not hold up.
A worked example
A passenger's LEVEL flight from Miami to Barcelona is delayed by four hours due to a late-arriving aircraft. The passenger confirms from the boarding pass that LEVEL, not Iberia, operated the flight; confirms the route qualifies under EU261's over-3,500 km band for the return direction as well as the outbound one; records the scheduled 09:15 arrival against the actual 13:05 door-opening time; gathers the booking reference and flight number; and submits one complete request for the EUR 600 fixed compensation, together with a separate, clearly labelled reimbursement request for a meal purchased at the gate while waiting.
Submitting on behalf of a group
Where one submission covers several passengers from the same booking, list every affected traveller's full name and confirm each is entitled individually — compensation under EU261 is generally owed per qualifying passenger, not as a single amount shared across a household.
A realistic sense of timing
Even a complete, well-organised claim takes some time to process. Allow a reasonable window before following up, rather than expecting an immediate reply regardless of how clearly the original submission was prepared.
FAQ
What information do I need before submitting a LEVEL compensation claim?
The booking reference, flight number, travel date, a precise account of what happened, and confirmation of which direction and legal basis applies to the specific journey.
Can I claim compensation and a refund of my ticket at the same time?
Yes, provided each is clearly presented as its own distinct request with its own supporting evidence, rather than combined into one unclear figure.
What if I am not sure whether LEVEL or Iberia operated my flight?
Check the operating-carrier disclosure on the boarding pass or booking confirmation first. Bookings made before 1 December 2025 are more likely to involve Iberia as the operating carrier.
How long should I wait before following up on my claim?
Allow a reasonable period, then follow up by referencing the original submission date rather than starting a new claim.
Does it matter whether my LEVEL flight was outbound from Barcelona or returning to it?
No. Because LEVEL operates under its own EU air operator's certificate, both directions are assessed under EU261 on the same terms, so the claim process itself does not change based on direction.