✅ Trip Verified
| Boston to Barcelona. Because Level is a subsidiary company, if an issue arises that needs an immediate resolution for the customer, it will go unresolved because Level customer support is nonexistent and communication with Iberia has to go through the customer him/herself, and across separate computer systems (critical information is lost in translation). I was prevented from boarding due to an issue of dates in the passport before expiry (on the same flight, another family was sent home without help for the same reason, and a solo passenger was left un-helped due to a 1 letter-mismatch between the name he entered online when reserving his ticket and the name in his ID; no ground staff was able to help him!). The Level manager on shift was verbally hostile and offered no resolution, no way of communicating with Iberia to look into flight change or other solutions, and no alternative options. Only the window clerk offered sheepishly a personal suggestion and gave me a phone number to contact Iberia. When my cell phone had connectivity issues in that particular part of the airport, I was informed that Level had no phone line I could use instead to speak with Iberia. I had to borrow a cell phone from another passenger to call Iberia! Then, I was told the only option was to change my flight, which the Level staff could not do with their laptops, so for that, the Level manager had to enter a note in the system confirming I had shown up for check-in. By that time, the manager had left for the gate (before even all passengers had checked in; in other words, check-in and boarding functions overlap in time and only 1 manager covers both). The check-in clerk tried to enter a note in the computer system (despite not having the credentials for that type of annotation in the system), but that did not get registered on the Iberia end. As a consequence, Iberia was unable to change my flight, despite having telephone record of me having shown up for check-in, and I lost the ticket. This illustrates that despite the convenience of pricing, there is a risk of lost fights should any issue arise, due to the utter lack of customer service.