Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  April 13 8:12 pm- arrived an hour prior to flight departure and no one would help me. Waited around for anyone to assist me and the manager told me I can not get on the flight and gave no reason. Went through security who say this happens frequently with this airline and these employees. Blocked again at the gate by the same manager who wouldnt look at me or acknowledge I am a person due to my skin color and appearance. I had to stay another night in *********** unable to go home and receive the chemotherapy treatment I needed that day. Completely unacceptable behavior by staff and manager.

  Business Response

  Date: 04/22/2025

  Sun Country, **** d/b/a Sun Country Airlines, appreciates the opportunity to address the issues expressed by our customer in the complaint filed with the **********************. We have responded directly to our customer and advised that Sun ******************** takes great pride in our equal treatment of all passengers. A report from our station manager was obtained, and reviewed this matter with the agents involved and appropriate actions will be taken. Airport video footage was reviewed. Footage confirmed there was not an agent at the ticket counter at 8:15pm when the customer arrived, up to check-in cut-off. The video shows and the agent stated our customer upset and arguing with the agent. Once at the gate, our customer was advised it was too late to accept the bag, which caused another verbal disruption causing the removal of the passenger from the flight. The manager on duty came to the gate with safety concerns because of the loud disruption and advised airport police would be called it it continued.
  
  We are sorry if our customer felt they were being discriminated against, that certainly was not the intent. We acknowledge by not having an agent available at the ticket counter, they were unable to board their flight, and for that, we truly apologize. We have submitted a refund of our customers unused flight, add-ons, and the $198.00 change fees paid to move to flight #*** for a total refund of $713.98. The funds will be returned to the original forms of payment within seven (7) business days. Our customer was also advised to submit receipts for hotel and additional expenses they may have incurred.

  We appreciate the opportunity to review this matter.

  Sincerely,

  Sun Country Airlines

• Initial Complaint

  Date:03/21/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to file a formal complaint regarding my experience with Sun Country Airlines on March 6, 2025, flight SunY203 from *********, ** to *******, **. The scheduled departure time was 4:48 PM with an arrival of 8:35 PM, but the flight was delayed by 90 minutes. This significant delay caused a cascade of issues, including missing my connecting flight on another airline and the event I was traveling to attend. The delay necessitated an overnight stay in *******, requiring me to find last-minute accommodation with an acquaintance and incur additional transportation expenses of $46.88 for Lyft rides.The most concerning aspect of this situation is Sun Country Airlines' handling of the matter. Despite the considerable inconvenience and additional expenses incurred, the airline has declined to offer any form of compensation - whether travel points, vouchers, or monetary reimbursement. Their response to my complaint was not only delayed by two weeks but was also unprofessional in nature. This lack of customer care and responsibility demonstrates poor business practices that warrant BBB review. The airline's refusal to acknowledge the impact of their service failure on passengers and their unwillingness to provide reasonable compensation reflects poorly on their commitment to customer service and business ********* confirmation number for my sun country flight is QBPBTN

  Business Response

  Date: 03/28/2025

  Sun Country, **** d/b/a Sun Country Airlines, appreciates the opportunity to address the issues expressed by our customer in the complaint filed with the **********************. We have responded directly to our customer and advised Service is something we take seriously, and it is disappointing anytime our passengers experience a disruption to their travel plans.
   
  Although the nature of our industry precludes all carriers from guaranteeing timetables, we understand our passengers' time is valuable and we are truly sorry for the inconvenience this flight delay caused. While we regret the disruption in service our passenger encountered, we are not issuing compensation due to this delay. In fairness to all, we do not deviate from this.
   
  We appreciate the time our customer has taken to share their perspective regarding this experience and sincerely apologize for the interruption to their travel plans.
  
  Sincerely,
  Sun Country Airlines

• Initial Complaint

  Date:03/17/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a flight with SunCountry airlines to leave ********* to ***************** at 6:45. It was then delayed until 7:45 and then cancelled a few hours later. SunCountry then told me a could select a new flight at no cost. However they did not have any flights that day. I desperately need to get to ******* and they were unwilling to find me a flight on another airline as they did not have any others to *****************. They then told me they had a flight in eau ****** to ***************** the following day. They were unwilling to help cover a rental car from ********* to eau ******* The reason for the rental car is that my return flight is already booked from ***************** to ********* on Thursday and can not park my vehicle at ********** and then fly back into *********. SunCountry could do the very least and cover a car. I then spoke to a ******** on the phone who was extremely rude and told me my name wasnt ******** because I sounded like a male. Extremely disrespectful. I am beyond disgusted with this type of behavior. I am asking for the entire trips refund and compensation for further expenses such as the hotel and inconveniences. I am requesting $650.

  Business Response

  Date: 03/19/2025

  Sun Country, **** d/b/a Sun Country Airlines, appreciates the opportunity to address the issues expressed by our customer in the complaint filed with the **********************. We have responded directly to our customer and advised Regrettably, Sun Country was forced to cancel their 3/16/2025 flight between *********, ** (GRB) and ***************, ** (RSW). We know that interruptions to travel plans are unwelcome, and we make every effort to complete every flight as scheduled. As we were unable to provide them with a suitable alternate Sun Country flight option (and the passenger opted to cancel their return flight), a full refund of $581.98 was processed to their original form of payment due to the flight cancelation. In addition, each passenger was provided $25 meal accommodations and hotel accommodations for the night of the canceled flight if needed. Unfortunately, we do not provide any additional reimbursement for a canceled flight, including parking fees, rental cars, in-destination hotels, tickets purchased on other carriers, and other expenses.
  
  We appreciate the time they've taken to share their perspective regarding this experience and hope to have the opportunity to welcome them aboard a future Sun Country flight.

  Sincerely,

  Sun Country Airlines

  Customer Answer

  Date: 03/19/2025

   I am rejecting this response because:
  
  There are numerous complaints for this airline that prove this company has a lack of professionalism. It is absolutely terrible the lack of customer service. Why did you not address the pure disrespect from your worker and misgendering me. Disgusting acts. 

• Initial Complaint

  Date:03/13/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  2/16 Flight 420 ************ mobility device was not returned promptly. We landed at 11:10pm and my husband and I did not receive our mobility scooters back until 11:51pm. Additionally, I asked for a Customer Relations Officer (CRO) and/or a supervisor, yet no one appeared to address my concerns.Attempts to resolve with the company have fallen on deaf ears. Their excuse is it was cold out.

  Business Response

  Date: 03/19/2025

  Sun Country, **** d/b/a Sun Country Airlines, appreciates the opportunity to address the issues expressed by our customer in the complaint filed with the **********************. We have responded directly to our customer and advised their comments were sent to our station manager in *********** to investigate this matter. Our flight crew also provided a report.
  
  The data filed for flight #*** shows it was at the gate at 11:11pm and the doors opened at 11:12pm. The crew confirmed the rest of the passengers finished deplaning at 11:25pm. The mobility devices arrived on the jetbridge at 11:40pm. Our manager of Ground Operations reported that due to the extreme cold and icy conditions, it was unsafe to carry the scooters up the jetbridge stairs. While this may have been done in the past, our procedures have changed to bring mobility devices up the elevators to prevent damage to the devices and to prevent injury to our employees. Our station manager reported wheelchair assistance was offered to take the passengers from the jetbridge to the gate area to wait for your scooters, but the passengers refused the service. Our Ground Operations Manager reports they do not count this as a failure given the weather conditions and that the passengers were given the opportunity to have wheelchair assistance to the gate area. Based on this information, we do not feel our service failed to meet the **** guidelines to provide timely handling of their mobility devices.
  
  We also advised in the future, if they experience a challenge while traveling with an airline, or the assistance requested is not provided, to ask for a Complaint Resolution Official (CRO). As a gesture of our apology for their overall experience, We provided each of them a $100.00 flight voucher for future travel with us. This is not to place a value on their experience, but hopefully they will allow us the opportunity to restore their confidence in our ability to serve them well.

  Sincerely,

  Sun Country Airlines

  Customer Answer

  Date: 03/19/2025

   I am rejecting this response because: they clearly didnt read my email. 
  
   I must emphasize that I was not offered wheelchair assistance despite my request. Additionally, I asked for a Customer Relations Officer (CRO) and/or a supervisor, yet no one appeared to address my concerns. To make matters worse, I received my scooter back at 11:51 PM, not 11:40pm. While I recognize their attempts to resolve this issue, the response I received is entirely unacceptable. My civil rights were clearly violated. I provided Sun Country with ample time to address this situation appropriately, and it has not been resolved as it should be.
  

  
  

  Business Response

  Date: 04/04/2025

  Sun Country, **** d/b/a Sun Country Airlines, appreciates the opportunity to further address our customers concerns. We have added it to their case which will be sent to our station manager for further internal review in order to identify any changes we need to make to our processes to improve our service. As a gesture of apology, each passenger was provided a $100 future travel voucher, which they have redeemed towards a July trip. 
  
  It is never our intention to inconvenience our passengers, and we are truly sorry we disappointed them. We look forward to welcoming them on their future Sun Country flight.

  Sincerely,

  Sun Country Airlines

• Initial Complaint

  Date:03/05/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Nov. 20, 2024, I purchased roundtrip airfare from *** to FLL for $603.95. We were to be boarding a cruise ship in **. ********** by 1500. Our flight was to depart MSP at 0614 and arrive in *** at 1100. Weather was clear and other flights were flying on time. Our flight was listed as on time and began boarding on time. Boarding was paused, then restarted. After boarding had started, flight was listed as delayed until 0645. Second time boarding was paused, flight listed as delayed until 0740. We were then told a new plane was going to be used. Then it was announced there were no other planes available and our flight was delayed until 1600. Sun Country then gave us a $60 food voucher to be used that day and offered a total of $200 in flight credit to be used within one year. We were also told, there were no other flights available that day other than our delayed flight. We used the food voucher, but we won't be able to use the flight vouchers as we basically had to pay for a second vacation due to the 10+ hour delay. In total, we spent $1,167.71 in lodging, food, transportation, extra taxes, and lost prepaid benefits ($360 of the $1,167.71). I filed a complaint with Sun Country and have had no response. What Sun Country offered in compensation, is not even close to what we lost.I will submit receipts by mail if requested; I am unable to upload them.

  Business Response

  Date: 03/11/2025

  Sun Country, **** d/b/a Sun Country Airlines, appreciates the opportunity to address the issues expressed by our customer in the complaint filed with the **********************. We have responded directly to our customer and advised that although the nature of our industry precludes all carriers from guaranteeing timetables, we understand our passengers' time is valuable and we are truly sorry for the inconvenience this flight delay caused. To demonstrate our commitment to service excellence, and as a gesture of apology, Sun Country issued each traveler on this flight a $100.00 travel voucher toward a future Sun Country Airlines flight. In addition, each passenger was provided $30 in meal accommodations. In fairness to all passengers on this delayed flight, we are unable to provide this passenger with additional compensation beyond this.

  We appreciate the time our customer has taken to share their perspective regarding this experience and sincerely apologize for the interruption to their travel plans.
  
  Sincerely,
  Sun Country Airlines

   

• Initial Complaint

  Date:03/03/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The flight confirmation A2V4PV was for 3 round trip tickets from *** to *********, **. We arrived on 2/12/2025 and our return flight was (Sunday) 2/16/2025. We checked in for our return flight on Saturday, got our boarding passes, and added an additional checked bag. We were notified later that day that the flight was cancelled. Our options were to rebook with Sun Country (next available flight was the following Friday as they also cancelled the flight on Monday) or get a refund of that portion of our flight. The only option was to be refunded. We got a refund of the amount of $826. We had to book a different route home on a different airline with two connecting flights. The return flight cost us $1,183.14 and took us 14 hours longer to arrive home resulting in us missing our hotel shuttle to our vehicle from the airport in *** and needing to stay an additional night in *********** d/t our late arrival time. Sun Country offered a hotel voucher but only for *********, *****, we could not get one for ***********. This is the third time in a row I have flown with Sun Country and had a flight cancelled. I have spoken with Sun Country twice regarding this incident to no avail and I am not able to contact a customer service *** d/t no number available. I am not interested in flight credit. I am requesting reimbursement for the amount of the return flight (minus the $826 credit), $50 for the additional bag we paid for that was never refunded when the flight was cancelled, $91 for the hotel in ***********, and $30 for the **** we had to take since the flight arrived too late for a shuttle. I am requesting $528 be reimbursed for the travel headaches once again caused by Sun Country Airlines.

  Business Response

  Date: 03/11/2025

  Sun Country, **** d/b/a Sun Country Airlines, appreciates the opportunity to further address our customers concerns. Regrettably, Sun ******************** was forced to cancel their 2/16/2025 flight between *********, ** (HRL) and ***********/************, ** (MSP). We know that interruptions to travel plans are unwelcome, and we make every effort to complete every flight as scheduled. As we were unable to provide them with a suitable alternate flight option, a refund of $826.97 was processed to their original MasterCard form of payment for the canceled flight and seat/bag add-ons. Unfortunately, we do not provide any additional reimbursement for a canceled flight, including parking fees, rental cars, hotels, tickets purchased on other carriers, and other expenses.

  We appreciate the time they've taken to share their perspective regarding this experience and hope to have the opportunity to welcome them aboard a future Sun Country flight.

  Sincerely,

  Sun Country Airlines

  Customer Answer

  Date: 03/12/2025

   I am rejecting this response because:
  This is unacceptable on many levels. This is the fourth flight I have had cancelled on as many round trip flights with Sun Country. Out of no fault of my own, I was forced to pay an additional $500+ to return home from my trip along with enduring 18 hours of travel and two connecting flights, as any suitable replacement flight on Sun Country was also cancelled.  I fail to see why I should have to fund the incompetence of Sun Country airlines when I was just trying to return home to my family?  Sun Country did not rectify this situation. All that was offered was a refund for services not completed and a voucher for a meal that could be used once by one person of the three in our party.  I do not consider this resolved and will continue working with the Better Business Bureau to see that it is  

  
  

• Initial Complaint

  Date:03/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Sun Country's failures caused us to (a) miss multiple non-refundable events due to significant delays on 2 separate flights, (b) had to reschedule flight due to the missed events and timing inconveniences from the delays, (c) charged additional fees for this reschedule and had to pay difference in tickets on top of this, (d) had to extend hotel & parking reservations multiple days, (e) my Wife had her hand cut on the seat due to poor maintenance on the aircraft - everything (on both flights) was rundown and *****, upholstery was torn and frayed in most areas, above-head panels were dangling and bouncing all flight, and many (landlord special) type fixes visible all over the place.All-in, we ended up with over $1200 in extra costs that we had not planned on. They don't care at all and they're actually disgustingly rude about it.I reached out to Sun Country via the text chats, the agents would go long periods of time without response which would disconnect the chat. I finally was able to get a case started and my first few responses were clearly copy-paste generic answers, which only addressed ONE of my many complaint topics. When calling them out on this, they simply went down the next item on the list and provided another generic answer and never addressed or acknowledged my other issues.Most agents were incredibly rude and lacked any level of empathy, there was ZERO willingness to waive any additional fees or provide compensation in any form. Because we didn't report the hand injury to the flight attendants (it was 2 minor cuts we were just going to waive off, we just wanted to get our vacation started...) they are being very upfront & aggressive about their stance of: We will give you no compensation, any discussions further must be sent to our legal team in writing.I am still in shock with how horrible this entire experience has been, I've flown with a ton of carriers and have ran into issues along the way and NEVER have I been treated so poorly.

  Business Response

  Date: 03/11/2025

  Sun Country, **** d/b/a Sun Country Airlines, appreciates the opportunity to address the issues expressed by our customer in the complaint filed with the **********************. We have responded directly to our customer regarding the issue he brought up in his Contact Us inquiry and advised that reservations are nonrefundable but are changeable, less any applicable change fees. These terms and conditions are laid out at the time of purchase for every reservation. All reservations booked directly with Sun Country have the ability to add our Change Fee Waiver at the time of booking, which allows you to make a one-time change to your reservation without incurring any change fees. Passengers can also purchase travel insurance at the time of booking. At the time of change, a $49.00 fee per segment is applicable ***** days prior to departure. A $99.00 change fee per segment is applicable within 14 days of departure. In addition to the change fees any airfare difference would also apply. In fairness to all our customers, we do not make exceptions to our policies and we are unable to waive the fees that were applied to your canceled reservation. The tickets also remain nonrefundable. In regards to our aircraft, no frayed leather or plastic overhead hanging down was reported by the flight crew. Sun Country strives to maintain our planes to the highest standards. The passenger also stated in his original inquiry that they cut their hand, however this report states it was his wife. We did advise the passenger that if an injury happens onboard our flight crew is always available to assist when an issue is brought to their attention. I did seek out a safety report for the incident, however the flight attendants working that flight were not aware an injury occurred. The passenger then went on to request the contact information for our legal team which was provided.

  Sincerely,

   Sun Country Airlines

  Customer Answer

  Date: 03/11/2025

   I am rejecting this response because:
  

  
  

  Sun Country is clearly dismissing my concerns, and I know lies are being told by whoever "inspected" that aircraft. Both planes we flew on were poorly maintained. The first had frayed, torn, and dirty leather seats, while the second additionally had a loose panel that wouldn't stay closed above the individual sitting in front of me. The rest of the plane had ripped trim pieces, makeshift repairs, and an overall dingy interior. I urge you to inspect the planes yourself or have maintenance conduct a live video walkthrough to see just how bad it is. It felt dirty and unsafe.

  
  

  The issue with the additional tickets arose because I booked two separate trips: one for me and my wife, and the other for my grandmother and son. I split the trips because my wife and I planned to stay longer for her birthday. While our flight wasnt canceled, theirs was, disrupting our plans. Since I paid for everything for my Grandmother & Son, I had to cover their extra resort fees and rebook transportation. On top of this, we missed our non-refundable event due to the timing - which is in addition to the first event we missed due to delays on our outbound flight.

  
  

  We extended our trip thanks to Sun Country ruining our vacation, I am fine eating that cost because I understand that *our* flight wasn't impacted I am simply requesting that the credits issued to my grandmother and son be redeemable by my wife and I instead. All orders are under my email, card, and contact info, and it was our plans that were affected. It's a $200 credit, whether for them or for us. I dont understand why this is a hassle for Sun Country. Its a simple request that doesnt impact your bottom line and is an easy way to acknowledge the issue and provide a solution. Neither my grandmother nor son will be booking flights without me paying, so I feel unfairly treated.

  Business Response

  Date: 03/19/2025

  Sun Country, **** d/b/a Sun Country Airlines, appreciates the opportunity to further address our customer's concerns. Our customer has been advised of this in a voicemail from our management team as well. Compensation issued for a flight delay are issued in the names of the passengers on the flight effected. Vouchers are nontransferable. In fairness to all passengers on this flight, we do not make exceptions to this. Compensation will remain in the names of the passengers.

  This matter has been handled to conclusion. 

  Sincerely,

  Sun Country Airlines

• Initial Complaint

  Date:02/26/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On December 14th, 2024 I purchased upgraded seats with additional leg room for the price of $188.00 on Sun Country Airlines. This was in addition to the seats we already purchased. We received the upgraded seats for our flight to ******, ****** on 02-15-2025. On our return flight to ***********, Mn. We were informed by Sun Country Airlines at the ************** that our seats had been taken away and given to flight crew members for the flight to ***********. I am a disabled veteran and I booked these seats for my wife and myself because it is very painful for me to fly in standard coach seating. Sun Country informed us that they could not give our seats back to us. They instead reassigned us into standard coach seating, and in different rows so we couldnt even sit next to each other. Upon talking to customer service on 02-24-2025 I was informed that theyre flight crew takes priority over their customers and that it is in the flight crew contract that they always receive exit row seating, there by bumping us out of the seats we paid extra for.

  Business Response

  Date: 02/27/2025

  Sun Country, **** d/b/a Sun Country Airlines, appreciates the opportunity to address the issues expressed by our customer in the complaint filed with the **********************. We have responded directly to our customer and advised We understand the importance of seat selection, and we do our best to accommodate travelers with their preferences. We are sorry for the loss of their exit row seat requests. As they are aware, there were pilots on that flight considered deadheads, traveling for their next flight assignments. Per the pilots contract, they are guaranteed exit row seating in row 15, along with other amenities when traveling on company business. A refund of our customers seat fees was processed on 2/24/2025 and will post back to their original form of payment within 7 business days. No additional compensation will be offered.

  We appreciate the time our customer has taken to share their perspective regarding this experience and sincerely apologize for the interruption to their travel plans.
  
  Sincerely,
  Sun Country Airlines

  Customer Answer

  Date: 03/08/2025

   I am rejecting this response because:
  
  I asked for a written apology, a refund of my $188.00 and two round trip tickets anywhere in the ***. I will accept nothing less. Thank you very much

• Initial Complaint

  Date:02/25/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Flight delayed multiple times, finally moved to the next day. Gate agents assured us multiple times we would be provided vouchers for lodging, transportation, and food in an email. No vouchers were provided for lodging or transportation and a single-use voucher for a meal was provided despite the flight being delayed over 12 hours

  Business Response

  Date: 02/27/2025

  Sun Country, **** d/b/a Sun Country Airlines, appreciates the opportunity to address the issues expressed by our customer in the complaint filed with the **********************. We thank them for the feedback regarding their recent travel on Sun Country between ***************, ** (RSW) and *********, ** (MKE) on 2/24/2025. 
   
  Due to weather en route to your ***************, our flight crew had to divert the inbound flight to an alternate airport, ***************. This often happens due to the need to be refueled, weather conditions being below minimum requirements, or air traffic control limitations. Once the plane was able to arrive in *************** the flight crew had reached their maximum hours due to the weather delay. 
  
  As much as we are sorry for the disruption to our customers travel plans, we are unable to provide any type of compensation for this type of delay, beyond the $30 meal accommodations that were provided as a gesture of goodwill. 
   
  We thank them for their understanding of this unplanned disruption.
  
  Sincerely,

  Sun Country Airlines

  Customer Answer

  Date: 02/27/2025

   I am rejecting this response because:
  
  We were told by multiple gate agents repeatedly that vouchers for lodging and transportation would be provided. The $30 voucher was single use only which was not clear. My $30 was wasted on nothing but a $4 cup of coffee and I went the rest of the 17 hour delay without any compensation for meals. I lost an entire days wages which totals $354.80, a nights sleep,  and any goodwill I had towards Sun country after they repeatedly lied to us

• Initial Complaint

  Date:02/14/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We booked a flight from ********* to ****** on the afternoon of February 1st for a flight that was set to depart at 6am on February 2nd. We woke up to see the flight had been delayed several hours. We then booked a new flight for *****. Sun Country gave us the option for a refund which we chose, but when it came over we had only received a flight voucher. The flight ended up getting delayed again - so long that they gave us a hotel voucher, which we did not use, since we caught an on time flight with a different airline. At the end of the day, we called Sun Country and asked for a refund back onto our credit card. They refused to give us the refund which is why I am leaving this complaint. I think its ridiculous that a flight gets delayed so long they provide hotel vouchers but refuse to issue a refund I believe this is an illegal practice

  Business Response

  Date: 02/21/2025

  Sun Country, **** d/b/a Sun Country Airlines, appreciates the opportunity to address the issues expressed by our customer in the complaint filed with the **********************. Passengers on a delayed international flight may cancel for a refund to the original form of payment once a delay is 6 hours or long at the time of the passengers cancelation. If a passenger cancels their reservation prior to a delay reaching the 6 hour ***** the refund would be to a voucher valid for one (1) year from the original date of purchase. Passengers do not have to fly by that date, however the voucher must be applied to a new reservation by that date. Our passenger was also advised of this when they contacted our call center on 2/14/2025. These vouchers are also transferable should the passenger find they are unable to use it before the expiration date. 

  Should a flight be further delayed or canceled after a passenger cancels their reservation has no bearing on that passenger's voucher/refund eligibility. 

  Sincerely,

  Sun Country Airlines