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:02/10/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  In September 2024 we booked a trip with our friends. We booked flight and car rental. Flight was fine. However, when we got to the ticket counter at Budget car rental we were not able to get the car that we have paid for because my husband was the driver and does not own a credit card. The owner of the credit card was present at the counter along with my husband and his valid drivers license. We were told that we cannot use that reservation because the named driver does not have a credit card. We then had to book another reservation. We were told that we had to deal with sun country airline. We did on the day of travel call sun country to change the name of the driver and were told that there is nothing they can do for us as customer care does not work on the weekends. That is what forced us to make another reservation. No where on the online reservation does it say that the driver needs to have a credit card present when picking up the car. This is no different than when you check into the airline. All you need is a legal form of ID. We were not asked to all present a credit card for incidentals that might happen on the plane. the car was paid for in advance. The owner of the credit card was present and the driver with legal drivers license was present. They could ask if any incidentals would be added to credit card on file or a different card. There is no reason that the driver has to have a credit card as long as there is one on file. There is also no reason that when the party is standing right in front of them that names or cards cannot be changed. When we made the second reservation my husband still did not have a credit card and we were able to book a car and be on our way. We did receive a voucher for our first reservation which we are thankful for but that is going to force us to spend more money to use that. We are asking for the above amount to be credited to our credit card. Please call for further discussion.

  Business Response

  Date: 02/12/2025

  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 **********************. Sun ******************** car rental are nonrefundable and cannot be changed within 2 days of departure, this is agreed to in the terms and conditions at the time of booking. Passengers are also advised that the drive must have a valid driver's licenses and a major credit card int their name. If a passengers arrives at the car counter for pick-up and they do not have a valid license or a major credit card in their name, and cannot pick-up the car, the funds are forfeited. The name of the driver cannot be changed within 2 days of pick-up. As a gesture of goodwill and as a one time courtesy, Sun Country issued the passenger a voucher for the amount of $304.49 that was paid to Sun Country for their rental car. The car rental remains nonrefundable. 

  We appreciate the opportunity to review this matter.

  Sincerely,

  Sun Country Airlines

  Customer Answer

  Date: 02/12/2025

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

   

  I still do not agree with this but wont go any further. I feel the information that the driver has to have a valid credit should not be in the terms and conditions because lets be real nobody reads that. The Sun Country agent that I spoke to admitted that she doesnt read the fine print either. 

• Initial Complaint

  Date:02/04/2025

  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 had placed a reservation in November from *** to ** for dates February 12th, 2025 to February 16th 2025 to visit a family member that is currently in ******* care.With the ongoing airline accidents I from anxiety and fear to board a plane called today around 7:30pm and cancelled my reservation.After learning that my family member's condition is deteriorating I decided to put my ************** aside and immediately contacted ********** to reinstate the reservation since it was at the time only 20 mins since I had called to cancel, all staff I spoke with told me there was nothing they could do and only offered me the $286.44 credit voucher for the cancellation and that I would have to create a new reservation which would be over $1k to which with my financial situation I cannot do so, let me remind that this was within 20mins of the cancellation.I asked the agent to please understand my situation and to assist me with reinstating the reservation but I was told there is nothing they can do to help **** literally begged the agent to understand where my concerns were coming from and to help me only to be told there was nothing they could do and they repeated this like a robot no feelings of understanding what so ever. I now will not be able to go visit my family member before they are no longer with us. I would think that an airline I have flown with before would have more compassion and understanding to my situation and help **** am beyond disappointed with the way I have been treated by Sun County.

  Business Response

  Date: 02/05/2025

  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 Sun ******************** tickets are non-refundable. This information,along with our change and cancellation fee policies, can be found on our website. We are regrettably unable to reinstate a booking once it has been canceled. This has been advised to our customer by multiple members of your reservations team including management over the phone, as well as by our ******************** team in writing. 
  
  Upon canceling their reservation, a voucher was issued to them for $286.44. This amount included the value of their ticket and any ancillary fees, minus the $99.00 change fee per person, per direction. Our customer also declines both the change fee waiver and travel insurance offered at the time of booking. 

  We appreciate the time our customer has taken to share their perspective regarding this experience.
  
  Sincerely,
  Sun Country Airlines
  

• Initial Complaint

  Date:01/05/2025

  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.

  My family and I were scheduled to fly on Sun Country flight #*** MSP - BOS on Saturday, December 28. Sun Country canceled our flight with no explanation or reimbursement. There was no weather delay/cancellation and no mechanical delay/cancellation. Sun Country has offered no reason for the cancellation, but I am fully aware they took our aircraft and reassigned it to an ******* route after canceling our flight. While they did rebook us on a flight for Monday, December 30, we lost out on two full days of our vacation which disrupted our plans and those of all the family and friends we were visiting. We also incurred $200 in checked baggage fees to bring our skis and equipment out east. However, with the two-day delay, we arrived in ****** on a 54-degree day. We had lost out on the opportunity to ski and sled with fresh snow and good outdoor sport temperatures. Sun Country owes us compensation for our lost days of vacation, but they have responded that they will not give us any form of compensation, since we did fly out on Monday, December 30. That response is unacceptable when they disrupted our travel plans for no discernable reason other than to reassign our plane to another route.

  Business Response

  Date: 01/06/2025

  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 regrettably, Sun Country was forced to cancel their 12/28/2024 flight between ***********/************, ** (MSP) and ******, ** (BOS) for mechanical reasons. We know that interruptions to travel plans are unwelcome, and we make every effort to complete every flight as scheduled. As with any flight cancelation, the passengers were provided the opportunity to cancel for a refund of the flight, or to be rescheduled on the next available Sun Country flight. In this case, the next flight was 2 days later. Since our passengers elected to take the next flight, no refund of the canceled flight is provided. In addition, each passenger on this canceled flight was provided $25 in meal accommodations and one (1) night hotel stay in ***********/***********. 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: 01/06/2025

   I am rejecting this response because:

  I was not offered any meal voucher nor any hotel accomodations. I was offered NOTHING for the canceled flight and NOTHING for the 2 days of my vacation that I lost.

  That is a bold-faced lie that our flight was canceled due a mechanical issue. Our plane - the EXACT AIRCRAFT that was assigned the MSP-BOS flight - was simply reassigned to an ******* flight instead of taking us to ******. So, there was NO MECHANICAL ISSUE WITH OUR PLANE!

  I wholeheartedly reject this response from Sun Country because it is a lie. I was offered no compensation and have received none.

   

  
  

  Business Response

  Date: 01/16/2025

  Sun Country, **** d/b/a Sun Country Airlines, appreciates the opportunity to further address our customer's concerns. Were sorry to hear our customer are not satisfied with our response and will document their additional feedback.
  
  We extend our empathy to them and do understand this is a frustrating ************ be consistent with all of our travelers, we are regrettably unable to issue you additional compensation for days missed of their vacation. We have however advised our ************* team of the customers claims to have not received the meal and hotel accommodations. Our ************* team has reached out directly to the customers advising to submit itemized receipts for food and hotel for reimbursement review. Aside from that no additional compensation will be offered for this flight cancelation due to aircraft availability due to mechanical reasons. All passengers on this flight must be compensated equally. In fairness to all, we do not deviate from this.
  
  We thank our customer for their understanding. No further action will be taken with this matter. 

  Sincerely,

  Sun Country Airlines

  Customer Answer

  Date: 01/17/2025

   I am rejecting this response because:

  The airline never offered me meal or hotel vouchers, so I was unaware of any compensation. Now they tell me, "Send us your receipts and we can reimburse you." Well, since I didn't know they would pay for anything, I don't have any receipts to submit. They NEVER offered any compensation in their email. When I asked to speak to someone at the airport, they said, "Call the number or go online" and would not help me in person. They canceled my flight for NO REASON and assigned my plane to ******* instead of ******. I paid $350 to check bags full of skis and ski equipment because of the weekend weather in ***********. When I arrived 2 days later because Sun Country canceled my flight, it was 53 degrees in ****** and all the snow had melted. Yet, I still paid that $350 to bring my family's skis to and from ******. The airline should compensate my family for our most days of vacation, lost time with family and friends, and lost opportunities to ski with good snow and appropriate weather. I reject this response emphatically.
  
  

  
  

• Initial Complaint

  Date:12/16/2024

  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 originally purchased tickets for ******, the trip had to be changed due to a medical issue with one of my family members that was taking the flight. I purchased flight protection which allowed me to obtain a voucher. The voucher was about to expire so I contacted into Sun Country because they did not have Alaska trip showing. I was advised by the representative to book a flight in the same price range to anywhere to extend the voucher when it got close to the time flights should start showing again for ****** so all the money I put into the trip wouldn't expire. I again spent more money to book flights paid again for the protection, when it got close to time I was advised by the representative that I couldn't change the dates of the flights, I could not move the flights or extend the flights or obtain another voucher. I clearly explained my family member is not able to get on a flight right now due to blood clots in their lungs that could kill them at high elevations. The representative refused to provide a supervisor or supply a voucher for the amount of ******* and canceled my flights. All I want to resolve this issue is a voucher to be issued so a flight can be taken at a later date when the medical issues are fully resolved.

  Business Response

  Date: 12/24/2024

  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 ********************** regarding their expired voucher.
  
  Sun Country tickets are non-refundable. When a passenger elects to cancel their reservation, the value of the fare and any fees related to baggage and seat selections are available as a voucher with an expiration date of one year from the original booking date. These terms and conditions were agreed to at the time of purchase, are listed on our website, and you were alerted of the expiration date during the online cancellation process, and the passenger was advised of the expiration date when she talked to our reservations department on 10/14/2024, 2 weeks before their voucher expired. Vouchers may be used for any available Sun Country destination. As some destinations as seasonal, they may not be available for purchase.
  
  At the time the voucher expired, and for several months prior, our flight schedule was available for booking travel through mid-May 2025. Since the passenger did not use the voucher to book a future reservation before the expiration date, the voucher has been forfeited. While we understand this is a difficult situation, in fairness to all our customers we do not make exceptions to our policies and we are unable to reinstate expired vouchers for any reason.
  
  We thank our customer for their understanding and hope to welcome them aboard a future Sun Country flight.
  
  Sincerely,
  Sun Country Airlines

  Customer Answer

  Date: 12/26/2024

   I am rejecting this response because: I was advised by the representative that a voucher was not available for me after I paid for the protection of my flight.  I requested a supervisor in reference to the voucher not being offered after the protection was paid to protect my flight.  The representative kept me on hold for over an hour and then the call was disconnected.  All I want to resolve this issue is the voucher issued for what flight since I paid for the protection.
  
  
  

  Business Response

  Date: 01/03/2025

  Sun Country, **** d/b/a Sun Country Airlines, appreciates the opportunity to further address our customer's concerns. After a review of the passengers reservation Q2Y1ML that was booked on 10/26/2023 RDU-ANC-RDU for 06/21/24-06/28/2024, I see our customer canceled that booking on 05/24/2024 and voucher ***************** for the cost of the booking less the cancelation fees $2384.40 was issued on 05/24/2024, with an expiration date of 10/26/2024.

  In addition, the passenger redeemed this voucher on 10/14/2024 for booking FB24WN MSP-SJU-MSP fore 01/03/2025-01/11/2025. The passenger than canceled that booking on 12/16/2024. When a booking is canceled that was paid for with a voucher, the funds are returned to that same voucher, with the same original expiration date. Expiration dates are not extended. Because their new booking was canceled after the expiration date of the voucher, the funds were forfeited. This was explained to the passenger prior to completing the cancelation on 12/16/2024. The passenger continued with the cancelation with that knowledge. In fairness to all customers we serve, we do not reinstate expired vouchers. 

  We thank our customer for their understanding in this matter and hope to welcome them aboard a future Sun Country flight.
  
  Sincerely,
  
  Sun Country Airlines

  Customer Answer

  Date: 01/07/2025

   I am rejecting this response because: I was advised it had to be canceled due to the flight list for this flight not being available 90 days out.   If this is not the cause and the flight is available in March reinstate it.
  
  

  Business Response

  Date: 01/09/2025

  Sun Country, **** d/b/a Sun Country Airlines, appreciates the opportunity to further address our customer's concerns. As advised in my previous responses, the passenger was aware for her voucher code and expiration date. She booked and canceled reservations with this voucher. Sun Country vouchers are good to use towards any AVAILABLE destination. This does not mean a voucher will be extended for a specific destination that is not available. The passenger was fully aware of the expiration date and allowed the voucher to expire. This voucher will not be reinstated. 

  This matter has been handled to conclusion and no further action will be taken.

  Sincerely,
  
  Sun Country Airlines

• Initial Complaint

  Date:12/14/2024

  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 are CERTAIN the sun country website booked us on the wrong flight erranously and charges us for a more expensive flight than the one we got. Not only did it book us on a flight that was in the middle of the night, but that flight should have been significantly cheaper than the one we paid for. Due to their dynamic pricing they are simply claiming that was the price at the time. How is it that the same flight now is 22% cheaper while every other flight in the country is rising quickly due to holidays? They are accepting no responsibility and wont provide ANY resolve. We paid for a more expensive flight than the one we received. And the one we received is at far worse times than we booked, causing us to incur even more costs (not to mention will cause 2 sleepless nights due to overnight schedules). We quadrupole checked our booking before submitting because we worked so hard to find the best deal, and sun country simply stole from us. Their phone support even admitted that glitches happen when booking on their site but said theres nothing they can do except charge us and additional $450 (50%) to change back to the flight we originally agreed to purchase, or cancel for a voucher at 60% of the value that we paid for the flights.

  Business Response

  Date: 12/24/2024

  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 **********************. After consulting with out IT team, they were able to see the online booking as it was made on the day of purchase. The dates and flights present on the reservation were the dates and flight selected by the passenger during the booking process. No changes were made from their selections. Every customer is provided a review page to look over their reservation and make any necessary changes before completing the booking. In addition, passengers have a 24 hour ***** period to review and make change their booking without penalty. Fare difference would apply. As the passenger has been advised by our reservations team, if they would like to make any changes to their reservation the $99 per person per, flight segment, change fee would apply, as well as any increase in fare.

  We appreciate the opportunity to review this matter and look forward to welcoming them onboard their upcoming flight.

  Sincerely,
  
  Sun Country Airlines

  Customer Answer

  Date: 12/24/2024

   I am rejecting this response because:
  
  Sun Country should AT MINIMUM provide proof that the price I paid for the flights were in fact what was advertised at the time of booking. I find it hard to believe that the flight I currently have was more than 20% cheaper by the time we realized their website had mistakenly booked the wrong flight. Especially since this was during the holidays when every other flight had increased in price significantly by that time. 

  Beyond this, I can't provide proof that the confirmation screen showed us the wrong flight. But the reason we explicitly did NOT feel the need to review the confirmation EMAIL was due to how thoroughly we reviewed the confirmation screen before finalizing our booking because of how important our arrival/departure time was. A sun country employee literally admitted that this happens often as their site can cache flight info from prior sessions and mistakenly apply it later. 

  What bothers me most is that Sun Country refused to accept any blame and refutes any possibility that the error could be on their side despite customer service employees citing it happening. They wouldn't offer us a refund, wouldn't waive change fees, and wouldn't even offer us a simple voucher for our next flight in some effort to apologize for ruining our travels.

  I know they are an airline and will not make any effort to alleviate pain caused to their passengers. This is how it is and will be until the government intervenes (which they are). This is the only business model where parties can agree upon a price and product, only for the company to then be able to do literally whatever they want after they have the money secured.  

  Business Response

  Date: 01/03/2025

  Sun Country, **** d/b/a Sun Country Airlines, appreciates the opportunity to further address our customer's concerns. Thank you for your reply. Were sorry to hear you are not satisfied with our response and will document your additional feedback.
  
  We extend our empathy to you and do understand this is a frustrating situation when the wrong dates are selected. To be consistent with all of our travelers, we are regrettably unable to issue you compensation for this situation as the airline provided you with the flights selected at the time of purchase. 
  
  Sincerely,
  
  Sun Country Airlines

  Customer Answer

  Date: 01/03/2025

   I am rejecting this response because:
  
  Right. So you cannot provide any evidence that the red eye/overnight flights were priced at what I was charged (which just so happens to be the same price as the conveniently timed flights that were shown on my checkout page)? Really interesting to me that those redeyes prices magically dropped 30% after our booking. Even more strange that the amount we were charged happens to be almost exactly what the desired flights at the time we realized the error. 

• Initial Complaint

  Date:12/06/2024

  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.

  Bait and switch !!! Started at $300.00 and it more than doubled as we went to the end.

  Business Response

  Date: 12/10/2024

  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 **********************. After a reviewing the passenger reservation information, the passengers ticket price remained the same. Three (3) tickets were purchased at $127.98 each. The passenger also opted to add prepaid seat assignments for all three passengers round trip for $126.00. This is an optional service as all passengers have the option to receive seats at no charge at time of check-in. These seats are assigned on a first come first served basis. Seat location and proximity to travel companions is not guaranteed. The passenger also added the service of two (2) checked bags round trip for a total of $128.00. Sun Country tickets include one (1) personal item no bigger than 17x13x9 to go under the seat in front of you. Any larger baggage would have a fee to check or go in the overhead bin. All seating and baggage information is available on our website for passengers to review prior to making a reservation. 

  We appreciate the time our customer has taken to share their perspective and look forward to welcoming them onboard.
  
  Sincerely,
  Sun Country Airlines

• Initial Complaint

  Date:12/04/2024

  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.

  Thursday, August 8th - Flight to ********* was delayed 6 hours (B2N56F) We would like a full refund for both seats and not the $100 voucher.

  Business Response

  Date: 12/10/2024

  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 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 travel voucher toward a future Sun Country Airlines flight. We are unable to provide additional compensation beyond this future travel voucher. In addition, vouchers have no monetary value outside of a future travel reservation. They cannot be exchanged for cash or the refund of other services. 
  
  We apologize to our customer for the flight disruption they encountered and hope to welcoming them onboard a future Sun Country flight. 

  Sincerely,
  
  Sun Country Airlines

  Customer Answer

  Date: 12/11/2024

   I am rejecting this response because:
  

   

• Initial Complaint

  Date:11/27/2024

  Type:Customer Service 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.

  Customers that fly Sun ******************** usually have a Rewards # that identifies them as a customer, and customers can log into Sun ******************** online management to book flights, see their mileage and check in for trips. However, Sun Country does not provide customers any information regarding past flights or vouchers they've received. The only notice Sun Country provides is a random email to you with your credit voucher number, in the midst of all their junk mail, and it's virtually impossible to find, especially if you have mail going to spam or getting deleted. This gets better. I decided I would be proactive, make sure I don't miss another $250 voucher due to it expiring. I flew Sun Country a number of times prior to the expiration, but I expected to see any vouchers I had once I logged in. It turns out that even if you call Sun Country **************** and ask them for all your unused vouchers, they will tell you that they don't have that information. Are you flippin kidding me? And of course the person you're talking with doesn't have access to your vouchers, because the fat white men who are working high up, or someone like that, want for people to forget / lose their vouchers, It benefits Sun Country financially, that is why they make it difficult for their customers, you'll get a random email, and that's it. It's stinks so bad of manipulative greed and bad business practice to the detriment and frustration of customers. This is not something EXTRA, this is something a customer has (the voucher) of monetary value, it belongs to the customer, but they are not going to help you find it, even if you call customer service. So Yes, Sun ******************** reluctantly provides vouchers, it's the law now that they have to provide actual refunds of money, but keep in mind that they are making millions of dollars off of the expired vouchers that people are either unaware of or can't find.

  Business Response

  Date: 12/10/2024

  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 **********************. Sun ******************** vouchers are valid for one (1) year from the original date of purchase of they reservation the voucher is issued from. Once the passenger receives the voucher information it is their responsibility to keep that information. Passengers who are Rewards members may opt to save their voucher information in the wallet in their Rewards account. This will allow the member to keep their vouchers in one spot. However by doing this, the passenger must still keep track of expiration dates as notification are not sent. 

  If a passenger is looking for their voucher information, they may contact our reservations team with either the voucher number or the reservation code the voucher was issue from. This is for passenger security. Our agents will not provide any reservation or voucher information without the caller providing required information as vouchers have a value for future travel. As the passenger has requested additional voucher information via this BBB complaint, due to passenger security we are unable to provide that information on a public platform. If the passenger would like to submit a request via our Contact Us page on ********************************* and provide the vouchers or reservations codes for the vouchers she is requesting information regarding, we would be happy to investigate further. We will not be able to locate vouchers by name or email. 

  We appreciate the opportunity to address our customers concerns.

  Sincerely,
  
  Sun Country Airlines

• Initial Complaint

  Date:11/26/2024

  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.

  We booked a flight on Sun Country to fly with our small children, including the cost to reserve two checked bags. We used a voucher for that amount from a previous flight we had to cancel. Once our trip got closer, we paid for a third checked bag because we knew we would be traveling with two car seats and a checked suitcase. Upon arriving at the ticket counter, the agent informed us that we didnt have to pay for the car seats and we could call customer service for a refund. When we called, however, they told us none of our payments were refundable (in cash or voucher). Even the portion for the flight we havent taken yet. They said once paid, baggage fees are non-refundable. In what other industry does a business get to keep money for services a customer doesnt receive?

  Business Response

  Date: 11/27/2024

  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 **********************. When a passenger chooses to pre-pay for their baggage, notification is given that baggage fees are non-refundable prior to completing the purchase. Even if a passenger finds that they no longer need to check a bag, the fees remain non-refundable.  
   
  Changes can be made within 24 hours of booking with no penalty. After 24 hours of booking, bag fees are slightly more when purchased after the booking has been made. Complete details of our bag fees can be found on our website at *****************************************************************************************.
  

  We thank our customer for their understanding in this matter and hope to welcome them aboard a future Sun Country flight.
  
  Sincerely,
  
  Sun Country Airlines

  Customer Answer

  Date: 11/27/2024

   I am rejecting this response because:
  
  Just because thats the policy doesnt mean its right. Sun Country is taking money from consumers in exchange for zero goods or services. That shouldnt be allowed. 

• Initial Complaint

  Date:11/08/2024

  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.

  In October I responded to a Sun Country email promotion by booking three round trip tickets to *******, ** from *******, ** in late January. I paid with my credit card. The website said I was able to cancel the flights so I did. I was not prepared to receive an email with a flight voucher and I am unable to use the flight voucher. I both emailed and called to request that they credit my original form of payment vs issuing me a voucher as this is creating a financial hardship for me. They refused.

  Business Response

  Date: 11/11/2024

  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 both via phone and email advising that on 11/08/2024, her reservation was voluntarily canceled. When a passenger elects to cancel their reservation, the value of the fare minus any applicable change fees is available as a voucher with an expiration date of one year from the original booking date. Sun Country tickets are non-refundable, and our terms and conditions are agreed to at the time of purchase. These terms and conditions are available on our website, *********************************. If they opted to purchase travel insurance through Travel Guard when they booked this reservation, they may file a claim with them at **************.

  We thank our customer for their understanding in this matter and hope to welcome them aboard a future Sun Country flight.
  
  Sincerely,
  
  Sun Country Airlines

  Customer Answer

  Date: 11/19/2024

   I am rejecting this response because: The information contained on their website when I accessed my reservation was unclear and confusing. My understanding was that I would be refunded my OFP if I cancelled. 
  
  
  

  Business Response

  Date: 11/21/2024

  Sun Country, **** d/b/a Sun Country Airlines, appreciates the opportunity to further address our customer's concerns. As previously advise to the passenger Sun Country tickets are nonrefundable, these terms and conditions are clearly stated on our website. Our website reads: Airfare and any additional components (including car rental, paid seat selections and bag options) are nonrefundable but may be changed or canceled prior to the scheduled departure date less any applicable change fees. We apologize if our customer found this to be unclear. In fairness to all customers we serve, we do not make exceptions to our refund policy.

  We thank our customer again for their understanding in this matter and hope to welcome them aboard a future Sun Country flight.
  
  Sincerely,
  
  Sun Country Airlines

  Customer Answer

  Date: 11/21/2024

   I am rejecting this response because: Sun Country is able to issue me a refund to my CC, yet they refuse to.