ComplaintsforSun Country Airlines

• Initial Complaint

  09/10/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My wife and I planned a family vacation to Orlando in 2020. In March 2020 we purchased a number of tickets from Sun Country to fly from Madison, WI to Orlando, FL. in August 2020 for $1574.40. Shortly after we purchased the tickets Covid kicked into high gear and we canceled the trip and the ticketsin early May 2020.. We were issued travel vouchers for the tickets and were told the voucher was good for one year from the travel date. In May 2021 we decided to book another family trip to Florida and Sun County informed us the travel vouchers expired. I called / emailed Sun Country and was able to get through to an agent but when I requested a manager to call me back I never received a call. This happened on multiple attempts. My wife and I never received a service for the $1574.40 Sun Country took from us. We were taken advantage of and feel Sun Country used our money to offset their losses due to Covid. I filed a complaint with the Department of Transportation.

  Business response

  09/16/2021

  
  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 Better Business Bureau. Since receiving the complaint, we have responded directly to our customer and advised that upon further review of his reservation, we found the reservation agent he spoke with to cancel his booking did advise the incorrect expiration date of his flight credit.  Based on this information, we have issued a new travel voucher for the full value of his booking and the expiration date has been extended for six months.
  
  We trust this resolution is satisfactory and hope to welcome our customer aboard a future Sun Country flight.
  
  Sincerely,
  
  Sun Country Airlines

• Initial Complaint

  09/09/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My flight to Philadelphia was cancelled and at the very last minute re rerouted to Baltimore. After being sent to that flight, we almost missed it. Then, we land and wait around 3 hours for our bags. There is no one at the desk we can speak to or anyone who can even help us. Finally a lady helps us file a claim. We were told that our bags would be on the next flight. This completely ruined our trip as we had to leave for Philly from Baltimore to rent our car and go to our air b n b, but we didn’t want to leave Baltimore without any of our things. Our bags were not on the flight that morning, and we are told again that they will be arriving at the Baltimore airport that night. Then, about 4 hours later, we get a call saying that our bags landed in Philadelphia. So, we had to take a train from Baltimore to philadelphia. Then, we have to talk to the spirit airlines desk and wait around about another hour to actually get our bags. HORRIBLE. I definitely deserve a refund for my flight/bags.

  Business response

  09/15/2021

  
  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 Better Business Bureau. We have responded to our customer and apologized for the inconvenience caused by the cancellation of her original flight to Philadelphia as well as the delay in receiving her bag. We have refunded all of her bag fees. We are also working with her travel companion on reimbursement for the Amtrak expense. As much as we are sorry for the circumstances surrounding her travel, we are unable to refund her tickets since she did take the alternative flight to Baltimore.
  
  We thank our customer for choosing Sun Country and hope to welcome her aboard again soon.
  
  Sincerely,
  
  Sun Country Airlines
  

• Initial Complaint

  08/30/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I purchased a flight from Sun Country Airline from ******, ***** to ******, ****** as a last minute trip for my family on 8/3/2021. However, over the coming week, COVID became rampant in ***** and I was advised by my employer in a team meeting that international travel should be avoided. Additionally, my wife works within the nursing profession and would be subject to quarantine. I attempted to call Sun Country but their phone lines were overwhelmed. I thus cancelled the trip on 8/11/21 via online methods. It was then shown that I would be subject to almost a $1000 penalty. I called in again but was unsuccessful. I sent a request for the refund and it was declined because I did not rebook my flight at the time of cancelling. I find that to be unreasonable given the state we are in regarding COVID. Additionally, I was not given an opportunity through the online process to rebook the trip. I would like the funds added back as a credit or allowed to rebook my tickets. Reservation# KDIS6R

  Business response

  09/03/2021

  
  SunCountry, **** d/b/a Sun Country Airlines, appreciates the opportunity to address the issues expressed byour customer in the complaint filed with the **********************. We haveresponded to our customer and advised that Sun ******************** reservations are non-refundable but arechangeable, less any applicable change fees.  All reservations bookeddirectly with Sun Country can add our Change Fee Waiver at the time of booking,which allows our customers to make a one-time change to their reservationwithout incurring any change fees. Passengers can also purchase travelinsurance at the time of booking. Add-ons like these are offered to be ofbenefit to passengers should unexpected circumstances arise. 
  
  Weapologized for the difficulties he had in trying to reach us by phone. We explainedthat the same fees would have been applied to his reservation had he spoke witha reservations specialist that were applied when he cancelled online. Infairness to all our customers, we do not make exceptions to our policies, andwe are unable to waive the fees that were applied to his cancelled reservation.The tickets also remain nonrefundable.
  
  ****** our customer will use the travel voucher so we may serve him well on boarda future Sun Country flight.
  
  Sincerely,
  
  Sun CountryAirlines

• Initial Complaint

  08/25/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  6:40 pm 8-23 I booked a ticket and I called tonight and couldn’t get through until 9 o’clock to speak to a representative I was on the phone for over 2 1/2 hours they told me it was past 24 hours that I could cancel my plane ticket for a full refund. I was on hold the entire time and tried explaining that and they just kept saying I was past 24 hours for a full refund back to my credit card. The supervisors name is Veronica out of Nevada and she was extremely rude, not willing to help me at all, and just kept telling me that I was passed the 24 hours. Truly the worst customer service I have ever had and I tried everything within that timeframe. I want a refund for a plane ticket that I booked ******** I do not want a voucher for this as I have already booked two other tickets. I want the full refund and I was completely within the timeframe and it wasn’t my fault that I had to be on hold that long to get a customer service person on the phone.

  Business response

  08/30/2021

  
  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 Better Business Bureau. We have responded to our customer and advised her we verified the time she called in to our call center and it was not within 24 hours of booking her reservation. Since she did not call to cancel within 24 hours of booking the reservation, it is is non-refundable to the original form of payment. In fairness to all our customers, we do not make exceptions to our policies.
  
  We thank our customer for her understanding and hope to welcome her aboard a future Sun Country flight.
  
  Sincerely,
  
  Sun Country Airlines

• Initial Complaint

  08/25/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We booked tickets on Suncountry right before Covid hit. Obviously travel was hit down and we were unable to use those tickets. We were told we would get an electronic refund. When I noticed we hadnt got the refund I called. I was told we got an electronic voucher. I asked how we would know how much was on it they said only you cant see it only we can see it. This was in March to may of 2019. Fast forward to this summer. I went to book tickets with our voucher and were told the the voucher expired and that there was nothing they could do. We tried to book in **** and they said they expired may 1. They claimed there was correspondence that told us about the expiration but we never received that. We would like a refund of our $1,409.56, or an extension of the voucher so that we can book future flights using all of those funds.

  Business response

  09/01/2021

  
  SunCountry, **** d/b/a Sun Country Airlines, appreciates the opportunity to address the issues expressed byour customer in the complaint filed with the **********************. We have contacted ourcustomer directly and advised that Sun Country tickets are nonrefundable. When apassenger elects to cancel their reservation, the value of the fare and anyfees related to baggage and seat selections, are available as an electroniccredit with an expiration date of one year from the original booking date. Theseterms and conditions were agreed to at the time of purchase, are listed onour website, and he was alerted of the expiration date during the onlinecancellation process.
  
  Wealso verified our customer was advised of the correct expiration date when hecalled us on July 29th, 2020 and spoke with a reservation specialist. The agentadvised the flight credit expiration date was not the last day to travel, butthe last day to apply the credit toward future travel.  We do not show anyattempt to contact us again until June 1st and July 19th of this year.
  
  At the time the credit expired our flight schedule was available for bookingtravel through mid-April 2022. Since he did not use the flight credit to book afuture reservation before the expiration date, the credit has been forfeited.While we understand this is a difficult situation, in fairness to all ourcustomers we do not make exceptions to our policies, and we are unable toreinstate expired flight credit for any reason.
   
  We thank ourcustomer for his understanding and hope to welcome him aboard a future SunCountry flight.
  
  Sincerely,
  
  Sun CountryAirlines

  Customer response

  09/10/2021

   I am rejecting this response because:

  We did in fact call in July of 2020 because we were wondering where our refund was. On the receipt sent to us it says Refund to Electronic Credit(see attached). Since we paid with our Sun Country credit card we assumed our tickets would be refunded to our Credit Card. When we saw that it hadn't been refunded we contacted Sun Country. It was then that we were told that the we were not going to receive a refund but rather we had been given a voucher. No where on their site or through their Sun Country rewards was there any evidence that we had a voucher. I asked how we would know that we had a voucher and was told that we wouldn't only they would have that information. As you can see this would very difficult to keep track of. In addition, we found out through friends, that the expiration date for covid related flights had been extended. Since we were not interested in flying during a pandemic we pushed off booking any flights. Having no way to track our voucher, it seems to me that Sun Country is banking on people not being aware the voucher and the expiration date so they can pocket the money without rendering services. I disagree that this is fair for all their customers. It seems only fair to Sun Country. Again, we are not asking for a refund, we simply want the voucher extended, or converted to miles through sun country rewards, so that we can book future flights as we are waiting to book 2 trips as we speak.   
  
  

  Business response

  09/17/2021

  
  SunCountry, **** d/b/a Sun Country Airlines, appreciates the opportunity to further address the issuesexpressed by our customer in the complaint filed with the Better BusinessBureau. Although the terms and conditions that were agreed to state our ticketsare non-refundable, we are sorry to learn of our customers misunderstanding regardingan electronic credit vs a credit card refund.  He was advised during the call in July2020, that his reservation code serves as the credit code when booking a futurereservation. No vouchers were issued. Infairness to all customers who had reservations with us and abided by the termsand conditions of their ticket and credit, we do not make exceptions to ourcredit policy. 
  
  We thank ourcustomer for his understanding.
  
  Sincerely,
  
  Sun CountryAirlines

• Initial Complaint

  08/11/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Delay of flight for 20 hours, they sold me the ticket that day and new the flight would be delayed. They kept us in the airport for 7 hours and 5 delays that we had to figure out on our own, with no updates to our emails. Then finally after 10:00pm, the flight was supposed to leave at 5:30 pm, they told us it would be scheduled to leave the following day at 12:30 pm. We had to scramble to find a hotel and cab fare back and forth to airport again. Sun Country gave us no refunds or vouchers or help with anything, finding hotel, etc. And phone calls were not being answered. This happened on 8/9-8/10/2021. Sun Country airlines flight 262.

  Business response

  08/18/2021

  
  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 Better Business Bureau. We have responded to our customer and apologized for the circumstances and inconvenience surrounding her trip.  We explained that we do not provide any type of compensation for flight irregularities that are out of the airline’s control, including delays and cancellations related to weather, air traffic control, and other situations. For this reason, we are unable to offer compensation for this delay. 
  
  The flight disruption she experienced is not what she should expect from Sun Country Airlines, and we hope to have the opportunity to serve her again in the future.
  
  Sincerely,
  
  Sun Country Airlines

  Customer response

  08/21/2021

   I am rejecting this response because:
  
  Sun Country sold me the ticket the same day the flight was supposed to leave, just a few hours before, and they knew the flight was delayed due to bad weather and they sold me the ticket anyway. Other airlines were flying costumers out on earlier flights because they knew bad weather was coming. 

  Business response

  08/26/2021

  
  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 Better Business Bureau. Our customer booked her reservation online through Priceline, not with a Sun Country reservations agent. She agreed to the terms and conditions prior to completing the purchase. While we are sorry for the inconvenience this weather delay caused, Sun Country does not offer compensation for delays that are out of the airlines control.
  
  Sincerely,
  
  Sun Country Airlines

• Initial Complaint

  08/11/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Booked a round trip ticket for New Jersey to meet with a group of combat veterans for a Mission trip to Israel. I purchased travel insurance, which is apparently only a scam. When I receive word that despite submitting all authorization, new Delta Virus restrictions does not allow entry of US Citizens. So that my ticket for 08/15 to Newark, NJ from MSP and the return ticket for 8/26 had to be cancelled, I received a HEFTY cancellation fee and a voucher to be used within 9 months for under 30% of my original ticket price. As such, every attempt to reach out to them results in them apologizing for their insurance option not accommodating me and refuse to offer any reconciliation for the cancellation fees, small window of voucher use or just offering a refund. I have all the documentation that explains the restrictions of my destination and letters or any further information from the 5013c organization that explains in detail the cancellation, as well as offers to provide anything else.

  Business response

  08/16/2021

  
  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 Better Business Bureau. We are sorry to learn our customer is dissatisfied with the insurance coverage from Travel Guard, a third-party insurance company offering insurance options for our customers.  The terms and conditions of the insurance coverage are agreed to prior to accepting the insurance. All change fees were waived, and our customer was issued 2 travel vouchers for his cancelled reservation.  The vouchers are transferrable and the expiration date is not the last day to travel, but the last day to apply the vouchers toward future travel. 
  
  We thank our customer for his service and hope he will have the opportunity to use the vouchers so we may serve him well on a future Sun Country flight.
  
  Sincerely,
  
  Sun Country Airlines

  Customer response

  08/17/2021

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 15747878, and find that this resolution is satisfactory to me.

• Initial Complaint

  08/02/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 7/23/20 I cancelled my family’s trip to CA for my wedding that had to be rescheduled due to the pandemic. I remember being told I had a year to use the flight credit. Assuming that meant a year from 7/23/20, I tried to re-book my flights & was told my credit had expired. It turns out they meant a year from the original booking date. That does not give you a full year to use your credit! Knowing what a far-reaching impact Covid has had, not just on our ability to travel but on our whole lives, it is irresponsible & completely unreasonable for Sun Country to stop honoring flight credits. The pandemic isn’t even over yet! This “one year” is an arbitrary date of their own making. It serves no purpose other than robbing their customers. They can still look up your credit. It’s still in their system! They can see it but they just won’t let you use it. I paid $1500 for airline tickets I never received. I would like a full refund.

  Business response

  08/05/2021

  
  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 Better Business Bureau. We have responded directly to our customer and advised that 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 an electronic credit with an expiration date of one year from the original booking date. These terms and conditions were agreed to at the time of purchase and can be found on our website.  We verified our customer was provided the correct information regarding the expiration date of her flight credit when she cancelled her reservation on 7/23/20. The agent advised the credit had to be used no later than June 11th, 2021, but travel can be beyond that date.  
  
  At the time the credit expired, and for several months prior, our flight schedule was available for booking travel through mid -April 2022.  To provide our customers with additional flexibility, we do not charge change fees for reservations changed greater than 60 days from departure.
  
  Since she did not use the flight credit to book a future reservation before the expiration date, the credit has been forfeited. To be consistent with all our travelers, we are regrettably unable to make any exceptions to our flight credit process.

  We thank our customer for her understanding.

  Sincerely,

  Sun Country Airlines
  
   

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