Help with IAG umbrella airline (Level) cancellation
Jul 3, 2019, 1:04 pm
#1
Original Poster
Join Date: Nov 2008
Location: PHL
Programs: AAdvantage Platinum, Hilton HHonors Diamond
Posts: 1,203
Help with IAG umbrella airline (Level) cancellation
Quite frankly I don’t know where else to turn. Level ORY-EWR cancelled for some reason today (flightradar 24 was on point). Therefore my EWR-ORY was today as well. Received an email from veuling. Ironically, Iberia still shows both flights as on time! While the onboard Level product looks nice, it is impossible to talk to anyone with power regarding my ticket.
We were rebooked by the computer for Friday. This makes the trip in vain. Leaving Friday to come back Monday is silly. The problem is every phone number I’ve tried for “Level” either hangs up after 10 minutes or if someone answers it directs to Iberia. Iberia people will not help and insist we did not call the level number, which is frustrating to say the least.
.(646) 585-9797 is the number on Level’s website but it just routes you to Iberia who can’t or won’t help. The nice Iberia agent #1 gave .(438) 448-4400 to try. However, it just routes to the same Level prompts but you get an Iberia agent. .
We just had had a lovely BA trip last month and I knew the risks of Transatlantic LCC flights. However, with it being IAG I thought I’d at least be able to speak to somebody. I tweeted @ BA, Iberia and Veuling to see if anyone has information. Not sure I just want to send an email to Veuling to for a $1,000+ refund.
Any thoughts? Thanks, this forum has always been helpful when I hit issues with BA.
We were rebooked by the computer for Friday. This makes the trip in vain. Leaving Friday to come back Monday is silly. The problem is every phone number I’ve tried for “Level” either hangs up after 10 minutes or if someone answers it directs to Iberia. Iberia people will not help and insist we did not call the level number, which is frustrating to say the least.
.(646) 585-9797 is the number on Level’s website but it just routes you to Iberia who can’t or won’t help. The nice Iberia agent #1 gave .(438) 448-4400 to try. However, it just routes to the same Level prompts but you get an Iberia agent. .
We just had had a lovely BA trip last month and I knew the risks of Transatlantic LCC flights. However, with it being IAG I thought I’d at least be able to speak to somebody. I tweeted @ BA, Iberia and Veuling to see if anyone has information. Not sure I just want to send an email to Veuling to for a $1,000+ refund.
Any thoughts? Thanks, this forum has always been helpful when I hit issues with BA.
Jul 3, 2019, 1:14 pm
#2
Moderator, Iberia Airlines, Airport Lounges, and Ambassador, British Airways Executive Club
Join Date: Feb 2010
Programs: BA Lifetime Gold; Flying Blue Life Platinum; LH Sen.; Hilton Diamond; Kemal Kebabs Prized Customer
Posts: 63,809
How did you book the ticket originally? Online via the Level site? The USA number for Level is (1) 646 585 9797. Note they only open 09:00 to 22:00 hrs CET. It may be that at peak times calls are falling through to Iberia's system, but I would keep trying.
Vueling do handle Level's webforms but they are actually quite responsive, so while I would not leave it with just a webform, I would do that as well. Their Twitter team often reassures people that this page is up to date:
https://www.flylevel.com/en/contact?sf104795513=1
Vueling do handle Level's webforms but they are actually quite responsive, so while I would not leave it with just a webform, I would do that as well. Their Twitter team often reassures people that this page is up to date:
https://www.flylevel.com/en/contact?sf104795513=1
Jul 3, 2019, 1:27 pm
#3
Original Poster
Join Date: Nov 2008
Location: PHL
Programs: AAdvantage Platinum, Hilton HHonors Diamond
Posts: 1,203
How did you book the ticket originally? Online via the Level site? The USA number for Level is (1) 646 585 9797. Note they only open 09:00 to 22:00 hrs CET. It may be that at peak times calls are falling through to Iberia's system, but I would keep trying.
Vueling do handle Level's webforms but they are actually quite responsive, so while I would not leave it with just a webform, I would do that as well. Their Twitter team often reassures people that this page is up to date:
https://www.flylevel.com/en/contact?sf104795513=1
Vueling do handle Level's webforms but they are actually quite responsive, so while I would not leave it with just a webform, I would do that as well. Their Twitter team often reassures people that this page is up to date:
https://www.flylevel.com/en/contact?sf104795513=1
Jul 3, 2019, 1:44 pm
#4
Moderator, Iberia Airlines, Airport Lounges, and Ambassador, British Airways Executive Club
Join Date: Feb 2010
Programs: BA Lifetime Gold; Flying Blue Life Platinum; LH Sen.; Hilton Diamond; Kemal Kebabs Prized Customer
Posts: 63,809
Thanks CWS. Yep, booked on Level.com. I was really looking forward to the flight too, CS issues aside! Yes that’s the main number I’ve been trying. But it either hangs up on me or routes me to (generally unhelpful) Iberia CS. I’ll try the Veuling web form today and keep trying the phone number off and on. Worst case let’s hope the CSR and Chase can save the day. I’m guessing 261 could also come into play? I’ve actually never had an issue with BA paying it but may lean towards a third-party for this case.
Jul 8, 2019, 7:41 am
#5
Original Poster
Join Date: Nov 2008
Location: PHL
Programs: AAdvantage Platinum, Hilton HHonors Diamond
Posts: 1,203
What I found was that calling the Level phone # (US or Canada) routes to Iberia when you choose the option "Was your ticket purchased prior to June 17." Our ticket was purchased prior to that date. However, if you said it was purchased past 6/17, I would get routed to Level CS. Two phone calls later, I did get the money refunded, as the first agent could not do it and needed a manager (none were available). Overall, very poor showing by Level. We actually chose Level over Norwegian thinking "well IAG is behind it." That obviously seemed like logic at the time, but the Norwegian flights actually operated. Luckily the Hilton Opera was on a refundable booking. Now, I am hoping to file an EC261 claim, because no one actually knows why the flight was canceled and it would soften the blow of prepaid events we cannot recover. Lastly, we can try Chase Sapphire Reserve. Even Flightaware/Expert Flyer can rarely pull up these flights to show their reliability or reasons for cancellation.
I just hope this helps someone else if they're trying to actually get an agent empowered to change/refund a Level booking. Thanks for the help CWS
