ComplaintsforSun Country Airlines

• Initial Complaint

  05/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I booked a car rental through Sun Country Airlines. My credit card did not match the main driver listed which was my husband who was traveling with me. That error was never caught during the booking process. When we arrived at Budget rental, we were not allowed to rent our selected vehicle because my credit card did not match the main driver listed, my husband. I called Sun Country that night to request a change. A representative told me they couldnt do that. We had to rent another vehicle and were not reimbursed for our previously paid for rental. After a request on my part for resolution, Sun Country gave a voucher as a one time courtesy for well under the amount of the rental. First party car rentals would have caught the conflict when booking the rental. *** Country should have caught that and denied my request. Instead I was left for hours trying to figure out my next option and lost time arriving at our Airbnb.

  Business response

  05/23/2024

  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 that when booking a car rental on our website,passengers are presented with a drop-down of the travelers to select their driver. All drivers must have a valid driver's license and a major credit card in their name. Sun Country pre-paid car reservations are nonrefundable but are changeable, up to two (2) days prior to the flight's departure. Once within two days, no cancellations or changes are permitted. These terms and conditions are detailed at the time of purchase for every reservation. As these terms are set by the rental car companies, we are not permitted to make exceptions to these policies and are unable to offer any refund for the car rental.
  
  As a one-time courtesy, a voucher for future travel with Sun Country in the amount that was paid for the car rental ($545.80) was issued. The total booking cost for the reservation with car and airfare was $1383.40. Because the passenger flew, no credit was offered for the air portion.
  
  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

• Initial Complaint

  05/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My flight is moved from a time that was convenient for me to a flight that is very late into the night . This has an impact on my rental car reservation. And now the rental car wants more money to change my reservation. I would like to be be comped for this change as it is due to Suncountry moving my flight

  Business response

  05/10/2024

  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 her of the options available to passengers due to a schedule change.

  As much as we are sorry for any disruption this schedule change *** cause, we do not provide any additional reimbursement or compensation for a schedule change, including parking fees, rental cars, hotels, and other personal expenses.
  
  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

• Initial Complaint

  04/26/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I am writing to express my dissatisfaction with the booking experience I had with Sun Country on Friday, April 26. This was our first time booking with your airline, and unfortunately, it did not meet our expectations.When we attempted to book our tickets, we encountered an issue with the pricing options for bags and seats. Despite our party consisting of two adults and one child, along with an additional family of two adults and three children, we were only presented with the option to add the high-priced package for every member of our party.Upon contacting a representative for assistance, we were advised to book in separate reservations to avoid applying the packages to every member. We were assured that this would not affect the pricing and was the most efficient way to proceed. However, after completing the reservation for two individuals, we discovered that the price for the next group had significantly increased.This sudden change in pricing, despite assurances from your representative, feels unfair and goes against consumer protection regulations. While Sun Country cites dynamic pricing as the reason for the increase, it does not seem justified, especially considering the ample availability of seats on the flight.We requested an accommodation from the representative to either credit us for the price difference or provide an explanation for the discrepancy. However, this request was not fulfilled. As a result, one family is facing an additional cost of $20, while the other family is encountering an increase of almost $200.We are requesting an adjustment to the pricing or a voucher to revert the pricing back to the original amount of $475.18 per ticket, as initially indicated during the booking process. We believe this to be a fair resolution to rectify the inconvenience and unexpected costs incurred due to the misinformation provided.Thank you for your attention to this matter. We look forward to a prompt and satisfactory resolution.

  Business response

  05/03/2024

  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 that when booking an airline ticket with Sun Country, you are utilizing a live booking system. Ticket pricing is not locked in until payment has been received. Ticket prices will fluctuate as tickets on the flight are purchased. Most will notice this fluctuation when a ticket tier only has a seat or 2 left at a specific rate. This does not have any relation to bundle vs no bundle bookings. If multiple people are shopping for the same flight, or one person is making multiple reservations, and there are only one or two seats left in a pricing tier the person who completed their booking first will receive the tickets at the price shown. Other passengers still shopping for that flight would receive a message advising them of the price change and to try again. Once they resubmit their flight information, the new ticket price for the next tier will appear. With live booking systems, you are unable to receive a price without payment. I do apologize for any inconvenience this may cause. Unfortunately, once the price changes, we are unable to make any adjustments to that fare.
  While we understand our customers frustration, we must remain consistent with the enforcement of our policies.
  We hope to welcome our customers aboard a future Sun ******************** flight.
  
  Sincerely,
  
  Sun Country Airlines

• Initial Complaint

  04/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had a late flight out at 9:15 from ***********, ** to ********* ****** for a long weekend vacation. At 4:34 I received a text message - that my flight 109 from MSP-LAS on Sat 06 April has a new departure time of 9:15. I thought well since my flight is Friday and I looked at flight status on website was still 9:15 on Friday night, it was an error in a text so didn't think anything about it. Then I got a meal and hotel voucher a little after 5. so I realized that text wasn't a mistake but still online looked like flight and seats available so I called and sat on hold forever then they said yes they moved my flight to the next afternoon and wouldn't explain the change and would only comp me $100 flight credit and refund me if I canceled, of course I want to cancel only had a 3 day vacation I didn't want to turn to 2, plus to late to cancel hotel, parking and prepaid car taxi. So all the cheaper flights already taking and ended up spending an extra $270 to fly out near same time and they won't refund me.When I talked to SW they said they cancel the late flight all the time and won't give out reasons. I will never be booking a late flight again. At least if they would have covered the cost of a replacement flight, or got me on an early morning flight. I wouldn't be so upset. They refunded me the $160 cost of my actual flight but I also want $270 as my replacement flight cost me $430.I also want them to not cancel flights with such little warning, unless valid reason like weather.

  Business response

  04/15/2024

  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 that since we were unable to provide them with a suitable alternate flight, a refund for their canceled flight has been submitted to our accounting team. Refunds generally take 7-10 days to process back to the original form of payment.
  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 thank our customer for their understanding in this matter and hope to welcome them aboard a future Sun Country flight.
  
  Sincerely,
  
  Sun Country Airlines

• Initial Complaint

  03/13/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a ticket back in 2020 or 2021 during COVID travel restrictions, and they ended up canceling my flight and giving me a credit. For the past 3-4 years, I've had to call into their call center every 3-4 months to manually reschedule my flight in order to keep my credit active since in the years of the 2020s, this is seemingly "impossible" to do through their website.At one point a couple of years ago, there were no flights available for the same credit so I actually had to add money in order to buy the updated ticket that I also had no intention of using.During all these years, I had been able to reschedule that flight for free, without any change fees, all the way up to 2 weeks prior to the flight. And now comes "the final straw." Today, March 13, is exactly 1-month from the day I'm supposed to fly on my fake flight. I called in to do the change, and they now tell me it's going to incur a $39 change fee. After all of these years, after all of this wasted time scheduling fake flights I was not going to take, I finally couldn't take it anymore. I'm no longer going to play these games. They get to keep my money and take it as a profit, just by making a process so arduous and so outdated that no one should have to keep up with. This should be criminal, if it's not already. But let's be honest, who's going to *** a billion dollar industry over a $137 flight ticket?

  Business response

  03/18/2024

  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 contacted our customer directly to provide clarification on our cancelation policy.
  
  Sun Country tickets are non-refundable, and our terms and conditions were agreed to at the time of purchase. When a passenger elects to cancel their reservation, the value of the fare, minus any applicable change fees, is available as an electronic credit voucher with an expiration date of one year from the booking date.  
  
  A review of his original reservation shows it was booked on February 24th, 2020. On May 11th, 2020, it was voluntarily canceled online. There were no schedule changes or cancelations made by Sun Country at the time he canceled the reservation. We were waiving change fees at that time due to concerns with ***** and a flight credit for the full value of the reservation was issued.
  
  On April 29th, 2021, he contacted our Reservations team about the credit and was advised when he uses it for a new booking, there would be no fees to make changes as long as they were made at least 60 days prior to departure. The flight credit was used to book two more reservations and several changes have been made to the most recent reservation.There were two times that changes were made to his flights that were within 30 days of departure and he was charged $39.00 for each segment on both occasions.The other times he made changes, there were no fees because the changes were made more than 60 prior to departure.
  
  In fairness to all our customers we do not make exceptions to our policies. The reservation remains non-refundable and should he make any changes to his upcoming travel, the appropriate change fees and any airfare difference will apply.
  
  We thank our customer for his understanding and hope to welcome him aboard again soon.

  Sincerely,

  Sun Country Airlines

  
  

  Customer response

  03/18/2024

   I am rejecting this response because:
  
  I have been able to make changes within 60 days in the past without fees. It's also absurd that they have these predatory policies in which they force the customer to call in and continue this process ad nauseam just to hold onto the money they've already paid. We should either be able to self-manage completely online, or ideally, give us a non-expiring credit such that we don't have to come back every 3 months. I've now lost my ticket and all the money I've paid. They get to make billions and keep taking advantage of their supposed "valued customers".

  Business response

  03/22/2024

  Sun Country, **** d/b/a Sun Country Airlines, appreciates the opportunity to further address the issues expressed by our customer in the complaint filed with the **********************.  
  
  Of the multiple changes our customer has made to his reservations, two of those changes were made less than 60 days prior to departure. These changes were made on 9/15/21 and 10/24/22. On both occasions, our customer contacted our reservations department to make the change. He was advised of the change fee policy and agreed to the fees of $78.00 (for each change, $156.00 total) in order to make the changes. All other changes were made more than 60 days prior to departure, up until the most recent request.
  
  While we are sorry for his disappointment with our policies, our position remains the same. The reservation remains non-refundable,and should he make any changes to his upcoming travel, the appropriate change fees and any airfare difference will apply.
  
  We thank our customer for his understanding and hope to welcome him aboard again soon.

  Sincerely,

  Sun Country Airlines

  Customer response

  03/22/2024

   I am rejecting this response because:
  
  It's a predatory policy and they know it. They want to collect billions from government bailouts and steal from their customers.

• Initial Complaint

  03/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My wife and I use your airline to go to ***** it lease 3 times a years, my wife became ill in 2022 and we had to cancel our flights twice because of this sickness. we found out last year that she had dementia,for which I have documentation, sun county still refuse to refund any of my money, this is really unfair we didn't ask for this sickness and for sun county to not refund any of my money is unreal, my wife was diagnosed with a death penalty, and for sun county to do this, is a very bad look for them. Sun county can go back and see how many times I change these ticket hoping my wife would get better but she never did and never will, and for sun county to not refund any of my money is a kick in the face,talk about adding insult to injury. Sun county has to be in the top two airlines for not being compassionate about one of their customer situation I plan to post this on every social media site I can, to let people know how sun county treats their customer. this is really bad sun county how low can you really go for this little bit of money.**********

  Business response

  03/11/2024

  Sun Country,Inc. 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 contacted our customer directly and advised him of our cancelation policy, which was agreed to at the time of purchase. We reminded our customer that Sun ******************** reservations are nonrefundable but are changeable, less any applicable change fees. We advised Passengers can also purchase travel insurance at the time of booking should unexpected circumstances arise.
  
  When a passenger cancels their reservation, the value of the fare and any fees related to baggage and seat selections are available as an electronic credit with an expiration date of one year from the original booking date. Since it has been over 2 years since the reservation was booked, no credit remained when he canceled the reservation.
  
  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 the additional changes made to his reservation. The tickets also remain nonrefundable.
  
  We thank our customer for his understanding. 

  Sincerely,

  Sun Country Airlines

• Initial Complaint

  02/21/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On February 3, 2024 I flew on a Sun Country Airlines flight to ************ ** Flight # SY617. When I purchased this flight, I paid $36 dollars for a checked bag. Upon checking in for my flight, I was told I did not have any baggage and had to pay an additional $50. On February 7, 2024 I contacted the airline to get a refund of the double charge for baggage and to also make sure I did have a checked bag paid for the return trip. I was told that I could only get a travel voucher for this. I replied that I would like to speak to a manager as this was unexpectable since the airline double charges me for the luggage. I was told they would make an exception and I would receive a credit on my card for $50 in 5-7 business days.On February 9, 2024 I received an email from Sun Country with a Flight voucher of $50 I replied to this email stating that this was supposed to be a credit to the card double charged for the baggage.I have contacted the airline several times regarding this matter with no response. I still have not received a credit to the card that was double charged for the luggage.Sun Country needs to credit the card back the $50 it overcharged to resolve this matter.I have a receipt of the initial purchase and can provide a credit card statement of the overcharge for the $50, if needed.

  Business response

  02/23/2024

  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 by email. ********* was advised that during kiosk check in, she deleted her nonrefundable bag. When she arrived at the counter to check her luggage, fees were collected as a bag was no longer showing on the reservation. The passenger has been refunded the $50 charge collected at the counter for her baggage and the $36 was reinstated for the original payment. 

  We appreciate the time our customer spent to share her experience.  We hope to welcome her aboard again soon.
  
  Sincerely,
  
  Sun Country Airlines

• Initial Complaint

  02/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We had a flight with sun country and couldn't go as my dad was sick with cancer and covid was at its peak. We called to get a refund would only give a voucher for future travel. We still couldn't fly due to covid I sent an email no response no I struction nothing. Fast forward.. I booked a flight from their website for work. Got confirmation of flight then received another notice a week before they wouldn't be flying that week. I had to book another flight with another airline. They gave me a partial voucher. I contacted them again via customer service because I had to book a flight before midnight or they would take more money from me! They only fly at certain times to certain places which makes booking a flight a nightmare dictated by the airline who adds on so many additional fees it's ridiculous and counter inviting. We pay for the flight then pay for a seat on the flight then pay for a plane for our luggage unless we go naked and unkempt. Or buy clothes to leave it behind. Let's be realistic they are criminals and need to refund our money when we ask for it and give us what we pay for. Let's not start on their customer service employees!

  Business response

  02/15/2024

  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 as their complaint was a combination of 3 booking. She was advised that her Sun Country tickets are non-refundable, and the terms and conditions were agreed to at the time of purchase. To allow our customer maximum usage of her reservation, Sun Country waived the change fees. We clarified with our customer that flight credits and vouchers do have an expiration date and that unused credit are not extended or reinstated. In addition the passenger was advised that her credit of $533.60 did expire on 5/02/2021, however her 2nd credit of $100.40 was applied to a new reservation scheduled for Spring 2024. While we understand her frustration, in fairness to all our customers, we are unable to make exceptions to our policies.
  
  We hope to welcome our customer aboard a future Sun ******************** flight.
  
  Sincerely,
  
  Sun Country Airlines

• Initial Complaint

  01/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I booked airfare for my son to travel on SunCountry from ********* 1/25 to MSP and return to ********* 1/28. Reservation FDDC3R (which I cannot access the 1/25 flight anymore for details)My son is 17, was dropped off at the airport by a friend for his flight. He got there within an hour of the flight departing. He went to the counter and no one was there. He *********** staff page someone. When someone came there they said he was too late to check in. He went through security to the gate and she told him he needed his ticket. He didn't realize he needed this as we had purchased the seat for him. The gate agent was uncooperative. He had me on speaker while he talked to her. She said she wasn't letting him on the plane. She looked up his name and said "nope you didnt check in you can't get on the plane" she told him to rebook. He asked when and she said "we have another flight sunday" HE IS 17 YEARS OLD! Where is he supposed to go?? There has to be some ethical obligation by the airlines to help a person under 18 years old. She left him sitting at the gate by himself while I was on the phone with customer service getting zero assistance as well. She said she would cancel his flight then since he MISSED his flight! And charge me $99 to cancel his $60 flight! I said he didn't miss his flight he is at the gate and they wont let him on. I understand he did not check in. The email to check in went to him because Sun Country does not have the ability to send an email to 2 people (myself and him) on the reservation (Southwest does). He did not think he needed to as he had a seat. He usually flys southwest so it isnt an issue. Again, he is 17 years old and they left him. There was no customer service and no offer to help him. So while I'm in MSP, he is in ********* and we are trying to figure it out. I want a refund of his flight from *** to MSP. The reservation does not show me what I paid for each trip. It says $119.80 for the trip. So I'm assuming $60 each way

  Business response

  01/30/2024

  Sun Country,Inc. 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 contacted our customer directly and apologized for the inconvenience her son experienced with his most recent flight.
  
  We ask that our passengers arrive at least two hours prior to departure for their flights. Due to the strict control of flight operations, our cut off for check-in is 45 minutes prior to departure for domestic flights, and 60 minutes for international flights. This is an automated process, and agents are not able to re-open a flight after it has been closed. Since her son did not check-in for his flight before the 45-minute cut off, the gate agent could not check him in.
  
  A review of her sons travel history shows he has flown with us several times and has been able to check-in online or at the ticket counter, even when the email address in the reservation was not his.
  
  When passengers miss their flight, as a courtesy,we will list the passengers as standby on the next available Sun Country flight. If the passenger does not want to take that option, a travel voucher for the value of the unused ticket, minus the $99.00 change fee can be issued.Since the value of the ticket is less than the change fee, the ticket retains no value, and we are unable to issue a flight credit.
  
  We look forward to welcoming her son aboard again soon.
  
  Sincerely,
  
  Sun Country Airlines

• Initial Complaint

  12/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The last 2 vacations Ive taken my family has flown with Sun Country Airlines. Both times my checked baggage (suitcase, stroller bag, car seat bags) have been damaged. All of them have received scuffs (wear and tear, even though new) and rips (1-3 cuts) on them. My stroller even received scuffs (also not covered) on its frame while in the bag, clearly showing the extreme mishandling of my childs stroller. Throwing around their car seats completely blows my mind for the disregard of my childrens safety seats. I have filed a complaint each time, but denied any reimbursement. The first issue I was told the bags kids stroller & seat bags have been damaged prior to the flight, even though I have a receipt that was shown to them only being 4 days old. The first time (10/22) it took many calls and e-mails over a couple month timeframe to be told it was normal wear and tear. The last time (12/23) within 2 days I was given the same excuse. After just one follow up email, Ive been ignored. Clearly this is a common issue if I can fly to ******* or *********** and have the same results from this airline. However since going on vacations for 40 of my 45 years alive, its only the last 2 trips using Sun Country that Ive had baggage damage. *** Country has pictures from both trips and was able to see the damage already, and most of the pictures were taken by their employees. So I dont have anything to upload they dont have in their possession. These are the 2 Sun Country claim numbers #******** #MSPSY17127115 Being based in the same state I live I prefer to spend my money with them. However if I need to replace luggage items each time, its really not a logical thing to keep doing.

  Business response

  01/02/2024

  Sun Country,Inc. d/b/a Sun Country Airlines, appreciates the opportunity to address the issues expressed by our customer in the complaint filed with the **********************.  The photos taken of our customers checked items have been reviewed by our baggage management team. They have verified the marks and small tears fall under normal wear and tear as described in our Contract of Carriage.While we are sorry for the circumstances surrounding his travel, we are unable to provide any monetary compensation for his items.

  We thank our customer for choosing Sun ******************** and hope to welcome him aboard again soon.
  
  Sincerely,
  
  Sun Country Airlines
  
  

  
  

  Customer response

  01/03/2024

   I am rejecting this response because:
  
  Sun Country Airlines own Contract if Carriage under section 240 states the following as excluded from liability:

  Sun Country Airlines assumes no liability for damages defined as normal wear and tear, including minor cuts, tears, dents, scrapes and soiling.
  
  Everytime someone is asked to define small cuts the answer is avoided and just stated sorry its not covered. Its not written in your policy, and I personally dont feel a 1, let anyone 2+ cut, or a 1-2 hole is minor in any way shape or form. The fact that this has happened 2 different times has let me to file a complaint for others to see whats acceptable (to your company) in handling of others personal property. I understand they wont look like new after running down belts and chutes, then loaded and unloaded again. However how my basically new bags look is horrible. Whats worse is the bags with the most damage knowingly has child car seats and strollers in them. 

  Business response

  01/10/2024

  Sun Country, **** d/b/a Sun Country Airlines, appreciates the opportunity to further address the issues expressed by our customer in the complaint filed with the **********************. While we are sorry for our customers disappointment with our baggage policies, in fairness to all our customers we do not make exceptions to our policies and we are unable to provide compensation for the minor wear and tear to his checked luggage.
  
  We thank our customer for his understanding and hope to welcome him aboard again soon.
  
  Sincerely,
  
  Sun Country Airlines

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