✅ Trip Verified
| I purchased a return ticket Newark to Paris Orly with paid 1 check-in luggage on each sector. I had successfully pre-checked in 24 hours prior to departure & printed my boarding pass at home. When I arrived at the airline counter at EWR 3 hours before my flight departure, the ticketing agent received an error message on her computer resulting to her not being able to print my luggage tag & an actual boarding pass. The check-in agent then proceeded to verify that my passport is still valid, that my tickets were valid, that I was cleared to fly by the border control & airport security both in USA and France and I was not in the no-fly-list. The check-in agent then referred the matter to her supervisor, and even the supervisor was unable to resolve the matter. The supervisor then confirmed that it was negligence on the airline's part and that Level has a bug in their check-in system and all this is not my fault at all. At that time, we had already passed the closing time for check-in and there was no way that I, nor my check-in luggage could make the flight in time. The supervisor then took screen shots of the system error on her computer & emailed the Level Airline Manager in Paris. Due to time zone difference, the Manager was not able to reply her promptly, so she told me to go home and wait for a reply from the Manager. The next day I was told that the Manager could not guarantee that they can fix the bug in their system in time for me to board onto their next flight which was the next day, and also my flight back from ORY to EWR. I was advised to purchase a new return flight ticket to Paris with a different airline and claim a full refund of my Level ticket and my airport transportation costs. I then successfully purchased and traveled to Paris with a different low cost airline, and now back to NYC without any problems. Level have replied my emails, but unfortunately they are telling me that they take no responsibility that I wasn't able to make their flight and that my claims cannot be honored. This was their reply "For future reference, we would like to remind you that you have the option of checking in online and printing out your boarding pass in advance. You can do this by following the steps on the page “Check-in Online” of our website. In light of all of the above, and having complied with European regulation 261/2004, we regret informing you that your request can unfortunately not be honored." Seriously what kind of response is that? Does not makes sense at all, I was at the check-in counter 3 hours before departure and even if I have my boarding pass with me, they could not even print out my check-in luggage tag which I paid for? And all this is my fault? I emailed them again saying that they must have not understood my case and that they should investigate my case properly, to please clarify all proof and reports by the EWR supervisor and Level Manager before claiming that this incident is entirely my fault, as if to escape their responsibilities as the airline contracted to take me to Paris at the agreed time. Their reply: "Following our resolution to your case in our previous e-mail, we proceeded to revise this case and have verified that our company has complied at all times with our Conditions of Carriage and the current European air travel regulation. Once again, we regret not being able to honor your request: Seriously, this airline has showcased a lack of ethics, empathy, and integrity at a stunning level!