Transport conditions
GENERAL CONDITIONS OF TRANSPORT
1. Definitions
For the purposes of these General Conditions of Transport, and unless otherwise stated, the following terms shall have the meaning defined below:
"Ticket" means the passenger ticket and baggage check issued by or on behalf of the Transporter upon confirming the reservation, which entitles its holder or the passenger to travel from the origin to the destination under the terms and conditions stated therein and in these General Conditions of Transport.
“Connecting Ticket” means a Ticket made up of two or more flights, such that a Ticket is issued for each flight, and together they constitute a single transport contract. Unless it is necessary to differentiate, the term Ticket also includes the Connecting Ticket in these General Conditions of Transport.
"Codeshare" means that the Transporter may sell tickets for flights operated by other airlines with which it has an agreement for this purpose; in particular, flights forming a Connecting Ticket.
“General Conditions of Transport” means these general conditions of the contract of air transport for passengers and baggage.
“LEVEL” means FLY LEVEL BARCELONA LH, S.L., with registered address at C/ Catalunya No. 83, 08840 Viladecans (Barcelona), Spain, with Tax ID B-19.908.326.
“Passenger” means any person holding a Ticket whom LEVEL has agreed to transport on a flight, through reservation confirmation.
“Transporter” means “LEVEL,” without prejudice to the provisions of Clause 2.3 and, where applicable, any other contractual provision related to connecting flights.
"Montreal Convention" means the Convention for the Unification of Certain Rules for International Air Transport, signed in Montreal on May 28, 1999.
“Regulation (EC) 261/2004” means Regulation (EC) 261/2004 of the European Parliament and of the Council of February 11, 2004, establishing common rules on compensation and assistance to air passengers in cases of denied boarding, cancellation, or long delay of flights.
“Regulation (EC) 1107/2006” means Regulation (EC) 1107/2006 of the European Parliament and of the Council of July 5, 2006, concerning the rights of disabled persons and persons with reduced mobility in air transport.
"SDR" means Special Drawing Rights as defined by the International Monetary Fund.
“Point-to-point flights” means flights consisting of a single segment, that is, without any stopover or scheduled connection on the route.
2. Purpose and applicable law
2.1. General
The purpose of these conditions of transport is to regulate the terms and conditions under which the Transporter will transport the Passenger and their baggage by air to the destination specified on the Ticket and provide, where applicable, other services related to such air transport.
Every transport contract entered into between the Transporter and the Passenger, including any additional services provided by the Transporter, shall be subject to:
The conditions stated on the Ticket.
The applied fare and its conditions.
These General Conditions of Transport.
The regulations that apply at any given time.
No agent, employee, or representative of LEVEL is authorized to alter, modify, or waive any of the provisions of these General Conditions of Transport.
If any clause of these General Conditions of Transport is declared illegal or void under the applicable law, the remaining provisions of the General Conditions of Transport shall continue in full force and effect.
The purchase of LEVEL Tickets implies the Passenger’s full acceptance of these General Conditions of Transport and the unconditional acceptance of all the provisions stated herein.
If the Passenger purchases their Ticket with the assistance of or through a third party, that third party shall be responsible for providing the Passenger with a copy of these General Conditions of Transport and for notifying them of any events affecting their flight, unless —in the latter case— the email address included in the reservation belongs to the Passenger. The Transporter shall not be liable under any circumstances for the consequences to the Passenger arising from the third party’s failure to comply with the obligations set forth in this section.
2. 2. Applicable law and competent jurisdiction
The transport contract between the Transporter and the Passenger, as well as these General Conditions of Transport, shall be governed by and interpreted in accordance with the laws of Spain.
In any case, these General Conditions of Transport shall not cause the Passenger to lose any non-waivable rights granted by the laws of Spain (including European Union regulations and international conventions to which Spain is a party, such as the Montreal Convention); or, if applicable, any non-waivable rights granted by the legislation of the Passenger’s country of habitual residence, if that legislation applies to the transport contract entered into with the Transporter.
Spanish courts shall have non-exclusive jurisdiction to resolve any dispute arising from or related to these General Conditions of Transport and the contract, including their formation, validity, and termination.
Claims filed under the Montreal Convention may also be brought before the courts of the place of destination of the flight; and, if the claim relates to death or injury, it may also be brought before the courts of the Passenger’s place of residence.
For claims filed under Regulation (EC) 261/2004 or Regulation (EC) 1107/2006, the Passenger may also refer the matter to the Spanish Aviation Safety Agency (AESA, www.seguridadaerea.gob.es) for alternative dispute resolution, under the terms established in the Passenger Rights.
2.3. Operating airline
In accordance with Article 11 of Regulation (EC) 2111/2005, the Transporter must inform passengers of the identity of the operating airline(s).
LEVEL (as defined in Clause 1 above) shall be the operating airline of the flight, unless a different one is indicated at the time of booking. If at the time of booking the identity of the operating airline is not yet known, the Transporter shall ensure that the Passenger is informed as soon as it becomes known.
If the identity of the operating airline changes after the reservation has been made, the Transporter shall inform the Passenger ofe as soon as possible.
In the case of Connecting Tickets, the Transporter shall likewise inform the Passenger of the identity of the airline, other than LEVEL, operating one or more flights.
3. Ticket
3.1. General
The Ticket shall be valid exclusively for the flight (or flights, in the case of round-trip journeys) indicated on it and for the person listed as the Passenger on the Ticket and in the reservation confirmation.
Except for certain origin-destination exceptions (*), tickets purchased through the Transporter’s website are issued electronically. Issuance is automatic, and the charge is made directly to the payment card provided on the purchase page.
(*) In some countries of departure, the ticket payment and issuance procedure may vary; in such cases, you will be informed during the purchase process of the steps to follow.
3.2. Connecting Ticket and codeshare
In the case of Connecting Tickets, the contracted transport service includes the itinerary indicated, from the departure airport, through the scheduled stopovers, to the final destination airport.
The Passenger’s ability to cancel one or more segments is completely excluded.
The Transporter has entered into agreements with other airlines to offer flights operated by those airlines under codeshare, especially for flights included in a Connecting Ticket.
Without prejudice to the Transporter’s obligation to inform the Passenger of the identity of the airline operating the flight, as set out in the previous Clause 3, on codeshare flights the conditions of transport of the operating airline shall apply. Therefore, it is recommended that the Passenger review those conditions, available on the corresponding airline’s website. For any questions or inquiries, you may contact LEVEL’s Customer Service.
If your flight is operated by Iberia, Vueling, or AirNostrum, you may consult their transport conditions below:
3.3. Non-transferability of the ticket and error correction
The Ticket is non-transferable and cannot be assigned to third parties. Therefore, name changes are not permitted.
Notwithstanding the above, spelling corrections to the Passenger’s name may be made at any time before check-in and boarding at no additional cost, provided it is clear that it refers to the same Passenger (for example, adding a compound name, translating a given name, reversing first name and last name, adding a second last name, etc., to ensure the name matches the travel documents). In all cases, the Passenger must take special care when entering the names of all travelers included in the reservation, ensuring they match their travel documents. If the Passenger’s identifying information on the Ticket does not match their travel documents at check-in or boarding, the Transporter reserves the right to deny boarding.
3.4. Non-cancellable tickets
As a general rule, once the reservation has been completed and the corresponding payment made, the Ticket cannot be canceled by the Passenger, which means the price paid will not be refunded, except in cases expressly provided for in these Conditions of Transport or, if applicable, when allowed by the corresponding Ticket fare.
3.5. Exceptional circumstances
In the event of the death of any passenger included in the reservation, or of a relative of any passenger in the reservation up to the second degree of consanguinity or affinity (that is, spouse, domestic partner, children, parents, siblings, grandchildren, grandparents, or parents-in-law), occurring within ten (10) days prior to the scheduled departure date, the Passenger may request a full refund of the Ticket price from the Transporter.
To do so, the Passenger must inform the Transporter prior to the scheduled departure date by contacting the Customer Service. Likewise, the Passenger must provide the corresponding supporting documentation within a maximum period of thirty (30) days from the flight departure date. This documentation shall include, at minimum, the death certificate and, if applicable, the family record book or equivalent document proving the familial relationship with the Passenger.
The Transporter may reject requests that were not preceded by the Passenger’s prior notice, except in cases of force majeure, or when the supporting documentation was submitted after the deadline.
3.6. Payment methods and ticket management fees
Payment for the Ticket may be made using cards and other payment methods accepted by the Transporter.
If, when charging your payment card, the issuing bank does not authorize the charge, the Transporter will notify the Passenger by email so they can verify the data provided or supply a new payment card.
Tickets purchased through certain sales channels may be subject to management fees, applied to each Passenger in the reservation and for the same amount per passenger.
3.7. Fraud management policy
Payment for the Ticket must be made or authorized by the holder of the payment card.
LEVEL, in order to guarantee security in transactions made through its website and as necessary for the reservation and purchase of the Ticket, has built into its control processes the prior verification of the information provided by the Passenger regarding the payment card.
LEVEL reserves the right to reject the request to contract and purchase a Ticket if the payment attempts are made using a card that does not pass the established fraud control measures; or, if applicable, LEVEL may request a new payment method to ensure the legitimacy of the Ticket payment. Likewise, for this exclusive purpose, LEVEL may rely on third-party providers specialized in the detection and prevention of electronic payment fraud, who will process personal data according to LEVEL’s instructions and with the appropriate safeguards required by applicable data protection laws.
Additionally, if a payment card does not pass the fraud checks during the reservation process, the Transporter may notify the Passenger that they must present the card on the day of departure at the airport check-in counter, and the Transporter may deny transport if this requirement is not met. In such cases, the reservation cannot be completed using virtual cards.
4. Reservations and seats
4.1. General
The seat reservation for a flight is confirmed when the Transporter issues the Ticket, without the need for any further confirmation.
In cases where multiple reservations are made on overlapping flights for the same Passenger, and the Ticket has not yet been issued, they may be considered duplicates, and the Transporter may cancel them automatically.
4.2. Payment of the reservation
The price of the Ticket, all taxes and fees, as well as the charges related to the reservation, must be paid in full at the time the reservation is confirmed. If such payment is not verified, it shall be understood that the transport contract has not been completed, and we will cancel the reservation without prior notice before the trip.
Notwithstanding the above, when enabled and/or provided for in these Conditions of Transport, the Passenger may add additional services or options to the reservation after its confirmation. The corresponding surcharges or supplements shall be paid at the time they are contracted.
4.3. Changes to the date or flight
As a general rule, a reservation for a flight operated by the Carrier is only valid for the specific flight, date, and route indicated in the booking confirmation.
However, the Passenger may change the flight date by paying the applicable handling fee, any fare difference between the original Ticket and the new Ticket, as well as any possible difference in the amount of supplements corresponding to optional services.
The validity of a Ticket shall be twelve (12) months from the date of the first flight coupon and shall be directly linked to the fare applied at the time of purchase. Without prejudice to the payment of the applicable handling fees and fare differences referred to in the preceding paragraph, the Passenger may voluntarily request flight changes within this maximum 12‑month period from the date of the first flight included in the Ticket. In the event that a second voluntary change is requested, the initial date of the first flight of the original Ticket shall be taken as the reference, and the validity shall remain subject to the fare applied and to the flights already used.
4.4. Advance seat reservation
Advance paid seat selection is optional and subject to seat availability at the time of the request.
You may reserve seats for an additional charge when making your booking or later through the “My Booking” management portal. The charge varies depending on the seat category, date and route, and when the seat is selected. Some of the Transporter’s fares include free seat selection. For more information about seat selection, see here.
If the Passenger does not choose a seat at the time of booking or does not purchase this service afterwards, the Transporter will automatically assign a seat according to availability and at no additional cost.
If the Passenger later wishes to change a previously reserved seat, the Transporter will assign the new seat purchased subject to availability, but the supplement paid for the original seat will not be refundable.
The Transporter may modify the assignment of reserved seats for operational, safety, or control reasons. This is especially relevant for seats located next to emergency exits, where passengers requiring a seatbelt extension, pregnant women, children under 12, passengers traveling with infants, or passengers with functional disabilities may not be seated, as well as —in general— anyone unable to assist crew members in an emergency, as required under international aviation regulations.
It is mandatory for children passengers between 2 and 11 years old to travel accompanied by an adult included in the same reservation. The child must be seated in the same row segment as the accompanying adult or, when not possible for operational reasons, no more than one row or one aisle apart.
Passengers under 2 years of age travel on the lap of the accompanying adult, using an additional safety belt. For greater comfort, the accompanying adult may reserve an XL Premium or XL Economy seat where a baby bassinet may be provided, subject to availability and in accordance with applicable safety specifications.
5. Prices, fares, taxes, and fees
5.1. Prices and fares
The price of the Ticket for air transport includes transport from the departure airport to the destination airport, with scheduled stopovers in the case of a Connecting Ticket. The price of the Ticket or Connecting Ticket does not include ground transport services between airports or between airports and/or terminals in the destination city, unless expressly stated otherwise.
Optional charges or supplements for additional services provided by the Transporter will be communicated clearly, transparently, and unambiguously at the beginning of any booking process, and the Passenger’s acceptance will be based on an opt-in model. You can access the list of optional supplements here.
Notwithstanding the above, the Ticket price may include certain additional services provided by the Transporter depending on the fare selected by the Passenger. For more information on LEVEL’s fares, you may consult here.
The Transporter’s Ticket prices are dynamic, adjusting according to demand, and may vary depending on the selected route, travel date, and sales channel.
5.2. Taxes and fees
The Transporter always includes in its prices the taxes and fees applicable to air transport, which must be paid by the Passenger. These taxes and fees, which may represent a significant portion of the final price, are included in the Ticket price and will be itemized, when added to the fare, in the taxes and fees field.
Taxes and fees are subject to constant changes or revisions, which may occur after the Ticket purchase date. If an increase in a tax or fee chargeable to the Passenger occurs after purchase and before use, and the Transporter decides to revise the Ticket price accordingly, the Passenger may choose either (i) to pay the increase, authorizing the Transporter to charge the difference to the same payment method used for the Ticket, or (ii) to terminate the transport contract and receive a full refund of the Ticket price within 7 days. In any case, the Transporter may cancel the Passenger’s reservation if they do not expressly choose either option within the three (3) days prior to the scheduled departure, provided the Transporter has notified the increase at least ten (10) days beforehand.
Similarly, if a governmental tax or fee is reduced or removed after the Ticket purchase and before its use, the Passenger may request a refund of the corresponding amount from the Transporter.
Even if the Ticket corresponds to a non-refundable fare, as provided in Clause 3.4, a Passenger who has not used their Ticket may request a refund of individual airport taxes linked to actual boarding, subject to applicable management fees. Requests may be submitted through Help Center.
5.3. Currencies
Prices, taxes, fees, and charges for additional services shall be paid in the currency selected by the Passenger at the time of booking, among those accepted by the Transporter at purchase. However, prices, taxes, fees, and charges paid at the departure airport must normally be paid in the local currency. In any case, the Transporter may, at its discretion, accept payments in other currencies.
6. Schedules, cancellations, delays, diversions, and denied boarding
6.1. Schedules
When your reservation is confirmed, you will receive information with the scheduled flight times and numbers in effect at that time. For reasons beyond the Transporter’s control, flight times and numbers may change between the reservation confirmation and the scheduled departure. If the scheduled departure time is modified after your reservation has been confirmed, the Transporter will duly notify the Passenger.
In the case of schedule changes not covered by Regulation (EC) 261/2004, the Passenger shall be entitled to a full refund of the fare and optional supplements paid if they do not wish to take the flight at the modified time and the Transporter cannot offer an alternative flight acceptable to the Passenger.
For cancellations and delays covered by Regulation (EC) 261/2004, the Passenger will have the rights described in the following Clause.
6.2. Cancellations and long delays
If the scheduled flight is cancelled or suffers a delay of two hours or more, the Passenger shall be entitled to compensation and assistance as provided for in Regulation (EC) 261/2004 and, where applicable, the Montreal Convention. For more information, see Passengers rights.
6.3. Diversions
If, for reasons beyond the Transporter’s control, the flight cannot land at the original destination airport and is diverted to another airport, the Transporter will arrange or designate alternative transport to the original destination at no cost to the Passenger. The Passenger will only be entitled to compensation for flight cancellation in the event of a diversion when the diverted flight lands at an airport that does not serve the same city or region as the original arrival airport.
6.4. Denied boarding
If the Transporter is unable to provide a seat to the Passenger on a confirmed reservation and denies boarding, the Passenger shall be entitled to compensation and assistance under Regulation (EC) 261/2004 and, where applicable, the Montreal Convention. For more information, see Passengers Rights. In any case, denied boarding shall not include situations in which the Transporter refuses transport because the Passenger did not present themselves for boarding at the scheduled time, as stated in Clause 7.3, or when reasonable grounds exist such as health, safety, or inadequate travel documents, as indicated in Clause 9.1.
6.5. Extended tarmac delays at U.S. airports
For flights operated to or from U.S. airports, the Contingency Plan shall apply in the event of extended tarmac delays.
For flights operated under Codeshare agreements, the Contingency Plan of the Operating Carrier shall apply.
7. Check-in and administrative formalities
7.1. Minimum check-in time. Check-in deadline
The check-in deadline is the minimum time before the scheduled departure stated in the reservation confirmation and/or the Ticket, by which the Passenger must have been accepted for the flight, checked in their baggage, and be in possession of their boarding pass. After this deadline, the flight will be closed. The Transporter shall not be liable for refusing acceptance if the Passenger presents themselves after the flight has closed.
7.2. Check-in
To be accepted onto the flight, the Passenger must arrive at the airport with sufficient time before departure to complete all governmental formalities and, where applicable, check in their baggage. In particular, the Passenger must present themselves at check-in at the time previously indicated in writing by the Transporter, in the reservation confirmation and/or the Ticket. For the purposes of Article 3.2 of Regulation (EC) 261/2004, if no time has been indicated by the Transporter, the Passenger must present themselves at check-in at least forty-five minutes before the announced departure time.
To check in baggage, the Passenger must present the Ticket or reservation number, as well as legally valid identification. The Transporter reserves the right—either directly or through third parties—to identify the Passenger by other means if the documentation provided is insufficient or if doubts arise regarding its validity.
If the Passenger purchases two (2) or more point-to-point flights, it is their responsibility to allow enough time to retrieve checked baggage from the first flight, re-check it, pass security and passport controls, and reach the next flight’s boarding gate.
In the case of a Connecting Ticket, the Passenger must check in their baggage at the origin airport and collect it at the final destination airport; the Transporter is responsible for handling and custody of baggage during stopovers.
7.3. Boarding
Unless the Carrier expressly indicates a different time in the booking confirmation and/or the Ticket, the Passenger must present themselves for boarding at least forty-five (45) minutes before the scheduled departure time. The boarding gate will open sixty (60) minutes before the departure of the flight and will close precisely twenty (20) minutes before the departure of the flight.
Passengers who arrive late at the boarding gate will not be admitted on board, will not be entitled to assistance or compensation for denied boarding, and will be liable for any damages suffered by the Carrier if their checked baggage must be located and removed from the aircraft because the Passenger failed to present themselves at the boarding gate on time.
7.4. Travel documentation
The Passenger must be in possession of the entry, exit, health and other documentation required by the laws or customs and immigration authorities of the countries to, from, or through which they will travel, being solely responsible for complying with all such requirements (passport, visas, ID, etc.).
The Transporter reserves the right to deny transport to the Passenger, in accordance with Clause 9.1, if they have not met the legal entry, exit, health, or other requirements of the destination country.
The Transporter is not responsible for consequences resulting from the Passenger failing to obtain mandatory travel documentation or failing to comply with customs or immigration laws.
If customs or immigration authorities of any country refuse entry to the Passenger due to missing documentation or non-compliance, the Passenger shall be liable to the Transporter for any costs incurred, including administrative penalties and transport back to the origin or another airport. The Transporter shall not be required to refund the unused portion of the Ticket.
For more information, you can check the required documentation here.
7.5. Customs and security inspections
If required, the Passenger must be present during the inspection of their baggage by customs personnel or other governmental or airport authorities. The Transporter shall not be liable for any damage suffered during such inspection or for failure to comply with the requirement.
Likewise, the Passenger must undergo all security checks conducted by duly authorized governmental or airport personnel, or staff designated by the Transporter.
8. Baggage and items
8.1. Checked baggage
The number of pieces of checked baggage allowed for transport in the hold will depend on the Fare type purchased. For more information, you can consult here. You can also add checked baggage to your booking in the “My Booking” section.
The Transporter may refuse to transport all or part of any baggage that exceeds the maximum contracted size and/or weight, or for which the applicable fee or checked baggage supplement has not been paid in advance. For more information see here.
Transportation of any sports equipment or large musical instruments as checked baggage is permitted in accordance with the Special Baggage conditions.
In accordance with the Montreal Convention, the Transporter is not liable for destruction, loss, or damage to checked baggage caused by the inherent nature, defect, or condition of the baggage itself.
8.2. Hand baggage
The Passenger may also bring one cabin bag and one personal item into the aircraft cabin, included in all our Fares. For more information about the dimensions of cabin baggage or personal items, consult here.
In exceptional cases, and for operational reasons or due to space limitations in the aircraft’s overhead bins, we may need to place the second cabin item in the hold, in which case the amount paid will be refunded.
Additional baggage or items exceeding the permitted hand baggage size and limits at the boarding gate will be refused for cabin transport and, where possible, placed in the hold at an additional cost.
If the Passenger is unsure whether their baggage complies with weight or size limits, they should check at the baggage check-in counter before passing security. When the Passenger is at the boarding gate and the hand baggage is removed for placement in the hold as described above, valuable items must be removed beforehand. The Transporter is not responsible for undeclared valuables lost from baggage or for baggage abandoned by the Passenger if it is refused at the boarding gate.
In accordance with the Montreal Convention, the Transporter is not liable for destruction, loss, or damage to hand baggage, including personal items, unless caused by its own fault or that of its employees or agents.
8.3. Prohibited items and articles
8.3.1. Items and articles prohibited for transport
For safety reasons, the Passenger’s baggage must not contain dangerous items that may endanger the aircraft or the persons or property on board the aircraft, such as, without limitation: compressed gases, corrosive substances, explosives, flammable liquids and solids, radioactive materials, oxidizing materials, poisons, infectious substances, briefcases with built-in alarm equipment. For more information, please consult (here) for further information on dangerous items and articles.
In any case, it is prohibited to carry the following items or articles, both in the airport restricted security areas and in checked or carry-on baggage:
Explosive and incendiary substances and devices that may be used, or appear to be used, to cause serious injury or to threaten the safety of the aircraft, including ammunition, blasting caps, detonators and fuses, replicas or imitations of explosive devices, mines, grenades of all kinds and other explosive military devices, fireworks and other pyrotechnic articles.
Flammable liquids, including gasoline, methanol, flammable solids and reactive substances such as magnesium, lighters, flares, smoke-generating cartridges, aerosol paint, turpentine and paint thinners, or alcoholic beverages with an alcohol content of more than 70% by volume.
Toxic or infectious substances, including poison, infected blood, radioactive material, even for medical or commercial use.
Vehicles powered by lithium-ion batteries (Segways, hoverboards), other than wheelchairs or mobility aids authorized by the Carrier, and smart luggage that does not allow the removal of the lithium battery.
Pistols, rifles, firearms and weapons in general and their components, any object capable, or reasonably capable, of firing a projectile or causing injury, pellet guns, stun guns.
Objects that may endanger the aircraft, the crew, or property on board.
Objects whose transport is prohibited by the laws, regulations and orders in force in any state of origin or destination. Objects that may reasonably be considered unsuitable for transport due to their dangerous nature, lack of safety, or due to their weight, shape, nature, dimensions or fragility.
The passenger must comply with the regulations established by the Ministry of Health and other competent authorities regarding the entry of food or plants into national territory.
8.3.2. Items and articles prohibited in the aircraft cabin
The following items may not be carried as hand baggage:
Firearms and other devices that discharge projectiles (including all types of firearms such as pistols, rifles or shotguns, toy guns, replicas, parts of firearms, except telescopic sights, air and CO2 weapons, flare guns and starter or signaling pistols, bows, crossbows and arrows, harpoons and spearguns, and slingshots and catapults).
Devices specifically designed to stun or immobilize (including stun guns, electric shock devices such as “Tasers” or stun batons, animal stunners and captive bolt pistols, and chemical products, gases and neutralizing or incapacitating sprays such as tear gas, acid sprays and animal repellent aerosols).
Sharp-pointed or sharp-edged objects (including axes, hatchets and cleavers, ice axes and ice picks, knives and pocket knives with blades longer than 6 cm, razor blades and utility knives, scalpels, ski and hiking poles, scissors with blades longer than 6 cm, sharp or cutting martial arts equipment, and swords and sabers).
Blunt instruments (such as baseball and softball bats, clubs and batons, or martial arts equipment).
Explosive or incendiary substances and devices (such as ammunition, blasting caps, detonators and fuses, replicas or imitations of explosive devices, mines, grenades and other military explosive charges, fireworks and other pyrotechnic articles, smoke bombs and smoke-generating cartridges, dynamite, gunpowder and plastic explosives).
Work tools that may be used to cause serious injury or threaten the safety of the aircraft (such as crowbars, drills and drill bits, tools with a blade or shaft longer than 6 cm, such as screwdrivers and chisels, saws, blowtorches, captive bolt pistols and staple guns).
Lithium batteries (from “smart” luggage, drones or other equipment) must be removed from the equipment and properly secured in order to be carried in the cabin. Baggage that does not meet these conditions will not be transported.
8.4. Carrier’s right to inspect baggage
For security reasons, the Carrier may require the Passenger to allow a manual search, X-ray inspection or other type of scanning of the baggage. The baggage may be searched, where applicable, in the absence of the Passenger (including breaking the locks of such baggage) together with the competent authorities in order to determine whether it is in possession of any prohibited item mentioned in these Conditions of Carriage.
If the Passenger refuses such baggage inspection, the Carrier may refuse to transport the Passenger or the baggage, without any obligation to refund the Ticket or any other expenses arising from the refusal to transport. In the event that a search or scan causes damage to the Passenger’s baggage, or X-rays or scanners cause damage to the baggage, the Carrier shall not be liable for such damage unless it is due to its fault or negligence.
If required, the Passenger shall attend the inspection of their baggage by customs officers or other government officials. The Carrier shall not be liable to the Passenger for any loss or damage that the Passenger may suffer as a result of this requirement, unless it is due to fault or negligence on the part of the Carrier.
8.5. Collection and delivery of checked baggage
The Passenger may collect their checked baggage from the moment the Carrier makes it available at the points designated for this purpose at the destination airport.
In accordance with the Montreal Convention, the receipt of checked baggage without protest by the Passenger shall constitute prima facie evidence that it has been delivered in good condition and in accordance with the transport document. Failure to submit a claim to the holder of the baggage tag or Ticket within the legally established time limits shall imply a waiver of any subsequent claim. Likewise, in the event of damage to checked baggage, the Passenger must submit a written complaint to the Carrier immediately after such damage has been noticed and, at the latest, within seven days from the date of receipt. In the event of delay, the complaint must be made no later than twenty-one days from the date on which the baggage was made available.
The Passenger authorizes the Carrier, in the event of loss of baggage, to carry out itself or through third parties the necessary investigations to locate it, using for this purpose objects or elements existing both inside and outside the baggage, with due respect for the confidentiality of the personal data obtained.
Only the holder of the identification tag or baggage claim stub is entitled to the delivery of checked baggage. If a Passenger claims a piece of baggage and does not provide the corresponding baggage claim stub, the baggage will only be delivered if they can satisfactorily demonstrate their right to it. If requested by the Carrier, in justified cases, such person shall provide financial security prior to the collection of the baggage sufficient to indemnify for any loss, damage or expense that the Carrier may incur as a result of such delivery.
If the Passenger does not collect their baggage within two (2) days from the date it is made available, the Carrier may charge a fee of one hundred (100) euros per day it remains in storage. If the Passenger does not collect the baggage within a maximum period of one (1) month from the date it was made available, the Carrier may dispose of such baggage without incurring any liability.
9. Carrier’s right to deny carriage and restrictions on carriage
9.1. Carrier’s right to deny carriage
The Carrier reserves the right to deny, at any time, carriage to a Passenger holding a Ticket if, in the reasonable judgment of the Carrier:
It is necessary or advisable for reasons of public safety.
It is necessary or advisable in order to comply with the laws or regulations applicable in a country of origin, destination or stopover of the flight; including not having valid travel documents or refusing to hand them over to the crew. Regarding the requirement to have the necessary travel documents to fly, see Clause 7.4.
It is necessary or advisable due to the conduct, condition, age, or mental or physical state of the Passenger (including being under the influence of alcohol or drugs), which presents a reasonable risk or danger to the Passenger, other Passengers, the crew or the Carrier.
It is necessary or advisable to prevent damage, serious inconvenience or disturbance to other Passengers or the crew.
It is necessary or advisable because the Passenger has previously and repeatedly failed to comply with the Carrier’s rules and the Carrier has reason to believe that such conduct may be repeated. This includes circumstances in which the Passenger records the Carrier’s staff by video or audio, on board or on the ground.
It is necessary or advisable because the Passenger has refused to undergo a security check.
It is necessary or advisable because the Passenger has not complied with our health or safety instructions.
The Passenger has presented the Carrier with a document that (a) has allegedly been acquired unlawfully, (b) has been reported as lost or stolen, or (c) is allegedly false or contains any modifications or alterations not made by the Carrier. In such cases, the Carrier reserves the right to retain such documents.
The person presenting themselves at the Carrier’s check-in counter does not correspond to the Ticket holder. In this case, the Carrier reserves the right to retain the Ticket.
The Passenger has been unable to prove that they have paid the full amount of the airline Ticket (i.e., the full fare, tax, fee or applicable surcharge has been paid), a chargeback has been requested on the card used for payment, or there is suspicion of fraud as provided for in Clause 3.7.
The Passenger has caused damage to airport property or to the Carrier.
If, for any of the reasons mentioned in this Clause, the Carrier has refused to transport the Passenger or has removed the Passenger en route, at its discretion, the Carrier may cancel the remaining unused portion of the Ticket and refund the price paid for that unused portion. The Carrier shall not be liable for any loss, damage, death or bodily injury alleged to be due to the refusal to transport the Passenger or their baggage.
In the event that the Passenger displays violent behavior, whether physical or verbal, the Carrier may request the intervention of the Airport Security Forces.
9.2. Carrier’s right to restrict carriage
Passengers with illnesses and infections:
The Carrier will not accept Passengers who suffer from, or may be suffering from, serious infectious diseases or diseases for which the health authorities have declared an official alert level, such as severe respiratory infections, viral diseases, tuberculosis or pneumonia.
If there is any reasonable concern or clear sign that a Passenger may be suffering from an infectious disease or a skin disease, the Carrier may require a medical authorization or an original medical certificate confirming that the Passenger is fit to fly.
Pregnant women:
The Carrier accepts the carriage of pregnant Passengers up to and including the 27th week of pregnancy without the need to provide any medical certificate.
When travel takes place between weeks 28 and 35 of pregnancy (both inclusive), a medical authorization or original medical certificate confirming the Passenger’s fitness to fly will be required.
Women who are in the 36th week of pregnancy (32nd week in the case of multiple pregnancy without complications) or later will not be permitted to travel.
Minors:
Passengers under 12 years of age must travel accompanied by a responsible adult over 16 years of age.
For safety reasons, infants under 7 days of age will not be admitted on board. Children from 7 days to 2 years of age must travel on the lap of an accompanying adult. A special safety belt will be provided on board for children under 2 years of age. The use of duly approved child restraint seats or systems is also permitted.
At any time, both the Carrier and the local authorities at the departure or destination airport may require all documentation relating to the infant or child intending to travel; therefore, it is recommended that the accompanying adult Passenger keep such documentation readily available.
10. Conduct on board the aircraft
If, in the reasonable judgment of the Carrier, a Passenger’s conduct on board the aircraft may endanger the aircraft or any person or property on board, or interferes with the crew’s ability to perform their duties, or disregards any instruction given by the crew (including, by way of example but not limitation, those relating to the consumption of tobacco, alcohol or drugs on board); or threatens, abuses or insults any member of the crew; or behaves in a scandalous manner or in any way that may be considered offensive, annoying or harmful to other Passengers or the crew, the Carrier may take such measures as it deems necessary to prevent such behavior from continuing, including restraint and disembarkation of the Passenger at any point along the route. The Carrier shall subsequently exercise all legal actions available to it under civil or criminal law.
For the safety of Passengers and crew members, as well as in respect of their rights to honor, personal and family privacy and their own image, the taking of videos or photographs of any crew member or Passenger is not permitted unless their prior and express consent has been obtained. Any member of the crew may request the deletion of any images or videos captured unlawfully or without the appropriate consent.
If, as a consequence of a Passenger’s conduct on board the aircraft, the aircraft commander decides, in the reasonable exercise of their discretion, to divert the aircraft in order to disembark the Passenger, the Passenger shall pay the Carrier all expenses and costs arising from such diversion, including the costs incurred by the Carrier in pursuing legal action against the Passenger.
The consumption of alcoholic beverages is not permitted unless they have been purchased on board.
The provisions set out in this Clause shall apply additionally and without prejudice to the Carrier’s right to deny carriage pursuant to Clause 9.1 above.
11. Carrier liability in respect of passengers and their baggage
The liability of air carriers in respect of passengers and their baggage is governed by the Montreal Convention of 28 May 1999 and Regulation (EC) 2027/1997, as amended by Regulation (EC) 889/2002.
Below is a summary of the rules on liability applied by Community air carriers, in accordance with Community legislation and the Montreal Convention, by means of a transcription of the information notice contained in the Annex to Regulation (EC) 2027/1997.
Compensation in the event of death or injury: There is no financial limit to liability in the event of passenger injury or death. For damages up to 151,880 SDRs (approximate amount in local currency), the air carrier may not contest claims for compensation. Above this amount, the air carrier may contest a claim only if it can prove that there was no negligence or other fault on its part.
Advance payments: In the event of passenger death or injury, the air carrier must make an advance payment, within fifteen days from the date of identification of the person entitled to compensation, to cover immediate economic needs. In the event of death, this advance payment shall not be less than 16,000 SDRs (approximate amount in local currency).
Passenger delay: In the event that the passenger’s contracted flight is delayed, the air carrier is liable for the damage unless it took all reasonable measures to avoid the damage or it was impossible to take such measures. Liability for passenger delay is limited to 6,303 SDRs (approximate amount in local currency).*
Baggage delay: In the event of baggage delay, the air carrier is liable for the damage unless it took all reasonable measures to avoid the damage or it was impossible to take such measures. Liability is limited to 1,519 SDRs (approximate amount in local currency). This is without prejudice to the individual passenger’s right to bring an action before a court to claim compensation for damages caused by delay, provided that such damages and the air carrier’s liability can be proven.
Destruction, loss or damage to baggage: The air carrier is liable in the event of destruction, loss or damage to baggage up to the amount of 1,519 SDRs (approximate amount in local currency). With regard to checked baggage, it is liable even if it is free from fault, unless the baggage was already damaged. With regard to unchecked baggage, the air carrier is liable only for damage caused by its fault.
Higher limits for baggage: The passenger may benefit from a higher limit of liability by making a special declaration prior to check-in and by paying a supplementary fee.
Claims relating to baggage: If checked baggage has been damaged, delayed, lost or destroyed, the passenger must notify the air carrier in writing as soon as possible. If the damaged baggage is checked baggage, the passenger must notify it in writing within seven days, and in the event of delay, within twenty-one days, in both cases from the date on which the baggage was made available to the passenger.
Liability of the contracting carrier and the operating carrier: If the air carrier operating the flight is not the same as the contracting air carrier, the passenger may submit a complaint or claim to either of them. If the ticket shows the name or code of an air carrier, that air carrier is the contracting carrier.
Time limits for claims: Any claim before a court must be brought within two years from the arrival of the aircraft or from the date on which the aircraft should have arrived.
Basis of the information: the rules described above are based on the Montreal Convention, as implemented in the Community by Regulation (EC) 2027/1997 [as amended by Regulation (EC) 889/2002] and by the national legislation of the Member States.
12. Additional services by LEVEL and third parties
LEVEL offers a catalog of additional services that will be made available to Passengers during the booking process. You can find more information about additional services here.
LEVEL has entered into agreements with third-party companies to offer Passengers, through the LEVEL website, services other than air transport, such as hotel bookings, activities, or car rentals, among others. In these cases, and regarding additional services related to the flight booked by the Passenger, the terms and conditions of the third parties providing these services shall exclusively apply.
We are not responsible for the proper provision of these services or any other contingency of these third-party service providers, and in particular, we are not responsible for delays, cancellations, or errors in the information published about such services.
If, after having selected and paid for a travel service, you book additional travel services for your trip or vacation through our website, you will not enjoy the rights applicable to package travel under Directive (EU) 2015/2302 and applicable national law enacted in its transposition. Therefore, we shall not be responsible for the proper execution of such additional travel services. In the event of any incident, you must contact the relevant service provider.
13. Passengers with reduced mobility (PRM)
According to Regulation (EC) 1107/2006, ground assistance for passengers with reduced mobility has become the responsibility of airport operators or their delegated agents, so a minimum time is required to communicate the needs of our passengers on a given flight to the service manager.
Regulation (EC) 1107/2006 defines a “person with reduced mobility” as any person whose mobility when using transport is reduced due to physical disability (sensory or locomotive, permanent or temporary), intellectual disability or impairment, or any other cause of disability, or due to age, and whose situation requires appropriate assistance and adaptation of the service provided to the particular needs of that passenger.
The Carrier has a limited number of seats for passengers with reduced mobility. Therefore, we recommend making your reservation as early as possible and informing us as soon as possible (at least 72 hours before your flight departure) of any special needs you may have. If this notification is not made within the specified time frame, the Carrier will make all reasonable efforts to provide the specified assistance so that the Passenger can take the flight for which they have a reservation, although it may not be possible to provide such assistance.
Any transport limitations that may apply are due to applicable safety regulations and may be dictated by factors such as the aircraft cabin layout, load factors, or any other factor or circumstance affecting the implementation of emergency procedures by crew members operating the flight. In exceptional cases, the Carrier may have to deny boarding if it poses a risk to the Passenger, other passengers, or the crew.
Assistance for PRM can be requested by contacting Customer Service.
For more information, visit Persons with special needs.
14. Contact
You can contact LEVEL to submit complaints and claims, or to request information about goods or services offered or contracted, through our Customer Service contact channels here.