LEVEL rejected my compensation claim: what next?
A rejection letter from LEVEL is a starting point for a response, not necessarily the end of the claim. Airlines refuse compensation claims for a range of reasons, and not every refusal holds up once the stated reason is checked against the actual facts of the flight. Before accepting a rejection at face value, read exactly what LEVEL said, and compare it against the evidence already gathered.
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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:
Recalculate the amount that should be owed before deciding how to respond, so the follow-up references a specific figure rather than a general objection.
Read the actual reason, not just the outcome
LEVEL's rejection should state a specific basis: extraordinary circumstances, a cancellation notified within the required timeframe, a delay that did not reach the compensation threshold, or a dispute over the operating carrier. A rejection that only states something broad, such as "operational reasons," without identifying the actual event, is not a complete answer and can be challenged on that basis alone — ask for the specific cause, when it occurred, and what measures were considered.
Common rejection reasons and how to test them
"Extraordinary circumstances applied." LEVEL has to identify the specific event — a security threat, a strike outside its own workforce, severe weather, or an air traffic control restriction, for example — and show that it took all reasonable measures to avoid or minimise the disruption. A generic technical fault discovered during routine maintenance does not, on its own, usually qualify, since routine technical issues are generally treated as part of an airline's normal operating risk under established case law.
"The cancellation was notified with adequate notice." Check the actual date the cancellation notice was sent against the 14-day threshold, using the original booking confirmation as the reference point, not a verbal recollection of when the change was first noticed informally.
"The delay did not meet the compensation threshold." Compare the scheduled arrival time on the original ticket against the time the aircraft doors actually opened at the final destination, not the touchdown time and not an intermediate stop if the itinerary had a connection.
"A different carrier operated this flight." Check the boarding pass or booking confirmation's operating-carrier disclosure. If it does confirm LEVEL as the operator, provide that documentation directly; if it shows Iberia instead, particularly for a pre-December-2025 booking, the claim needs to be redirected rather than resubmitted to LEVEL unchanged. See the LL versus Iberia operating-carrier guide.
Responding to a rejection
- Identify precisely which of LEVEL's stated grounds is being disputed.
- Gather the specific evidence that contradicts that ground — a flight-tracking record for a delay dispute, the original booking confirmation's dated cancellation notice, or the boarding pass's operating-carrier line.
- Write a focused reply addressing that single point directly, rather than restating the entire original claim from scratch.
- Reference the original claim date and any case or claim reference LEVEL already issued.
- Set a clear, reasonable deadline for a substantive response before considering escalation.
When escalation becomes the next step
If a focused, evidenced response does not resolve the disagreement, or LEVEL does not reply within a reasonable time, escalation to the Spanish aviation authority becomes the available next step for a claim governed by EU261. See the deadline and AESA escalation guide for how that process works and the filing window that applies.
Keep the tone of the reply factual
A response built around the specific point in dispute, backed by the relevant evidence, is generally more effective than a longer message restating the full original complaint or expressing frustration with the outcome, however justified that frustration might be. Reference the exact wording LEVEL used in its rejection, explain precisely why the evidence contradicts it, and state clearly what outcome is being requested — payment of the specific amount owed, or a substantive answer to the point raised, within a stated reasonable timeframe.
A worked example
LEVEL rejects a compensation claim for a delayed Barcelona-to-Miami flight, citing "extraordinary circumstances" without further detail. The passenger's follow-up requests the specific event referenced, points to publicly available flight-tracking data showing no adverse weather or air traffic control restriction that day, and asks LEVEL to confirm what alternative measures were considered before the delay was allowed to reach its final length. This kind of targeted challenge, addressing the actual gap in LEVEL's stated reason, is generally more productive than a general restatement of the original claim.
What a rejection does not affect
A refused fixed-compensation claim does not automatically affect a separate refund of an unused fare, a rerouting request, or reimbursement of receipted care costs such as meals or a hotel stay. Each of these remedies has its own conditions and can succeed or fail independently of the compensation decision.
If the same rejection reason keeps recurring
Occasionally a follow-up receives the same general rejection language a second time without engaging with the specific point raised. If this happens, it is worth explicitly noting in the next message that the earlier request for the specific cause, date and measures taken has not yet been answered, and setting a firm final deadline before moving to escalation. Repeating the same evidence a third time without a clear response from LEVEL rarely changes the outcome on its own — at that stage, escalation to AESA becomes the more productive next step rather than a further round of correspondence with LEVEL directly.
FAQ
LEVEL said "operational reasons" — is that a valid rejection?
Not on its own. A valid rejection needs to identify the specific event that caused the disruption, not a broad category. Ask LEVEL to specify the actual cause before accepting the refusal.
Can I challenge a rejection based on extraordinary circumstances?
Yes, if the stated cause does not genuinely qualify, or if LEVEL has not shown it took all reasonable measures to avoid or reduce the disruption. A routine technical fault is generally not sufficient on its own.
What if LEVEL says Iberia operated my flight, not LEVEL?
Check the operating-carrier disclosure on the boarding pass or booking confirmation. If it confirms Iberia as the operator, the claim needs to be addressed to Iberia's own claim channel rather than resubmitted to LEVEL.
How long do I have to escalate after a rejection?
The filing window depends on the applicable escalation process; see the deadline and AESA escalation guide for the specific timeframe that applies to a rejected LEVEL claim.
Does a rejected compensation claim affect my ticket refund?
No. Refund of an unused fare is a separate right from fixed compensation and is assessed independently, even where the compensation claim itself has been refused.