ComplaintsforSun Country Airlines

• Initial Complaint

  12/26/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Suncountry does not provide itemized receipts or invoices for flights. This is very unprofessional. If I go to a bar and order $50 worth of food and drinks I get an itemized receipt. If I spend $500+ on airfare....I SHOULD GET A RECEIPT!!!!!

  Business response

  12/29/2023

  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 are sorry to learn of our customers disappointment with our itineraries/invoices not having a detailed breakdown of charges. We are in the process of upgrading our systems which, along with many new features, will also include itemized receipts.
  
  We sent our customer itemized receipts for each passenger on his itinerary as requested.
  
  We thank our customer for selecting Sun ******************** and look forward to welcoming him aboard again in the new year.
  
  Sincerely,
  
  Sun Country Airlines

  Customer response

  12/29/2023

   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.

• Initial Complaint

  12/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to formally express my dissatisfaction with Sun Country Airlines concerning a recent incident where I missed my flight, SY392, because the pilot decided to depart earlier than the scheduled departure time.As a passenger, I relied on the provided departure time, and it was disconcerting to discover that the pilot chose to depart way ahead of schedule without any prior notice. This resulted in me missing the flight, causing inconvenience, additional expenses, and disruption to my plans.The workers at the airport were also not very helpful and claimed that they left 10 minutes early / at the expected time and that they were there, but they lied. When I arrived at the gate, there was no one. I urge Sun Country Airlines to review its policies and procedures to prevent such incidents in the future, ensuring that passengers are informed of any changes to departure times well in advance. Clear and timely communication is essential to maintaining the trust and satisfaction of your customers.I appreciate your prompt attention to this matter and expect improvements in communication and adherence to schedules.

  Business response

  12/18/2023

  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 and explained that per our Contract of Carriage, all passengers must be available for boarding at the departure gate at least 30 minutes prior to departure.
  
  When a passenger misses their flight, they can be listed standby for the next available flight or receive a voucher for the value of the unused ticket, minus the $99.00 change fee. Our customer flew on the next flight later the same day. Therefore, no vouchers or any compensation will be issued.
  
  We look forward to welcoming our customer aboard again later this month.
  
  Sincerely,
  
  Sun Country Airlines

  Customer response

  12/18/2023

   I am rejecting this response because:

  The plane did not leave at 11:16am because I was there at 10:55 and the gates were already closed and the plane took off. The flight attendants on the next flight were also extremely rude to my sister. She needed to use the bathroom because her menstrual cycle started and the attendant told her to sit down but we saw 2 guys up front waiting to use the bathroom, but won't let her use the bathroom? That does not seem fair. Sun Country is very discriminatory against Asians. 
  
  

  
  

  Business response

  12/19/2023

  Sun Country, **** d/b/a Sun Country Airlines, appreciates the opportunity to further address the issues expressed by our customer regarding her recent travel.

  All ** airlines must file flight departure and arrival times with the **** The data filed with the *** for flight 392 on 12/15 is the aircraft left gate B2 in ************* at 11:16am and was in the air at 11:42am. This information can also be verified on sites such as Flight Aware for any airline.

  We are sorry to learn of the rude behavior of the flight attendants as described in the complaint. We take these matters very seriously. Her comments have been documented and sent to our ******************* team for internal review and handling with the flight crew.

  We thank our customer for her feedback and hope to welcome her aboard again soon.

  Sincerely,

  
  Sun Country Airlines

• Initial Complaint

  11/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I'm just wondering how when I paid for two flights through Sun Country and did not use either flight. How they can not refund ( as they gave a voucher instead) but, now they are saying my vouchers will be void after today. I may not fly for sometime. A refund would make so much more sense to me. Not sure how they can just take my monies and not provide any type of service. I paid both flights w credit card. My Flight voucher # is ***************** in thee amount of ****** and thee original flight code is SDWJWH. I just received an email that is void as of 12 p.m. today. Also, I had booked another flight under same name at a different time. Haven't received an info. yet on that flight. Any assistance would be greatly appreciated. Thank you, *****************************

  Business response

  11/10/2023

  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 original booking date. The voucher code was emailed to our customer on the day he canceled, 12/20/2022.
  
  Since he 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 were able to provide our customer with some details regarding his second reservation. We advised him to contact our reservations department with the reservation code so they can provide him with more details.
  

  We thank our customer for his understanding and hope to welcome him aboard again soon.

  Sincerely,
  
  Sun Country Airlines
  
  

  
  

• Initial Complaint

  10/13/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  ****** purchased last January for family of 5. Airline cancelled our original flight and rebooked us for another. We had to cancel that flight because my husband is military and was put on orders so he is obviously unable to travel. ******* would only refund for my husband and not the rest of our family even though I explained we would not be travelling without him. There is no other business I have ever dealt with, that would not refund fully for military obligations. Orders were sent to the airline for verification of his status

  Business response

  10/17/2023

  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 and confirmed our policy is to only issue a refund for the active military member when they are unable to travel due to military orders.
  
  Upon further review of their reservation, since their original flights were canceled, they are eligible for a full refund to the original form of payment. We have submitted a refund request to our accounting department for the remaining balance and voided the voucher that was issued.
  
  We thank our customer for his service to our **********************. We hope to welcome them aboard a future Sun Country flight.
  
  Sincerely,
  
  Sun Country Airlines
  

• Initial Complaint

  09/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We paid $1247.20 on reservation O4IEKS We had an evening flight on September 17 going from ********* back home to *********** upon arrival at the gate waiting to board our plane the gate agent targeted one of the females with us and would not her on the flight, the other 3 of us could get on that would have left her stranded alone in the airport by herself and we were not willing to leave her behind. We had asked why she wasnt allowed, no one would give us an explanation and we have asked *** Country twice for video evidence that she was not fit to get on the flight to come home, they have not produced the video yet. We had to pay another $1471.00 to fly home on South West Airlines 1 hour later. We have asked Sun Country to reimburse us for our flight home on South West or the original return home flight on SunCountry. They have given no evidence that she was unfit to get on the plane and will not produce the video evidence for this. It is my understanding that the ***********pilot have to be in agreement on the decision about not letting a passenger on the plane, neither one of them or any of the crew members from the plane came out and spoke to us. This was just the gate agent that felt they needed to ruin somones night and my boyfriend almost lost his job because we were not sure if we could make it home the same night.

  Business response

  09/28/2023

  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 contacted our customer directly and advised her we take our responsibility to provide safe transportation very seriously.

  We did a thorough investigation regarding this matter and are confident the situation was handled appropriately. We advised our customer we are unable to release internal documents and video surveillance footage. Should she want to pursue this further, her attorney will have to file a lawsuit with our legal department.

  While we are sorry for the disruption to their travel, no compensation or further action will be provided by our customer care team.

  Sincerely,

  
  Sun Country Airlines
  

  
  

  Customer response

  09/30/2023

   I am rejecting this response because:
  We have asked suncountry no less than 2 times  for video footage of our friend being unruly, unfit to board the flight as she was not a safety risk for anyone. We saw actual intoxicated people allowed to board the plane. Sun country has never provided us the video footage that we have requested  nor have they ever said they cant give it to us. We paid an additional $1409 to fly home less than 1 hour later on a different airline. All we are asking for is to see this video footage and reimbursement of our original 4 return tickets purchased on Sun Country from ********* back to *********** 
  
  

• Initial Complaint

  08/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took a trip in Sun Country from *** to *** at 8/28 around 11:34 AM, when I got in the plane, I realized I left my phone at the blue seats outside the gate. The air attendant said I couldn't exit out the plane due to security policies, so she said she would get an agent to help find my phone for me. After the whole trip, the same person asked me if I "find my phone" which is not something I want to hear, because I thought she was getting an agent to find my phone for me, she hasn't communicated to me if this has happened or not. When I got back home 8/28 at ***********, I checked in the Lost and ************ and Sun Country baggage claim to look for any phones around, they both haven't found anything, not even the airport police.With this mishandling and a fraud lie from a staff that they would get someone to find it, when they didn't, I want Sun Country to improve their staff communication and action procedures whenever someone is missing an item. I am also asking for reimbursement for this mishandling too.

  Business response

  09/01/2023

  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 address his concerns.

  Sun Country is not responsible for passenger items left behind on the aircraft or anywhere in the airport. Once passengers are on the aircraft, they cannot leave the secured area unless they no longer want to take the flight. When an item is left in the gate area, if the flight crew has time, they may reach out to a gate agent to look for the item. There are no guarantees that any employee will have the time to retrieve an item left behind as their primary responsibility is to make sure the flight is boarded safely and securely and departs on time.In no circumstance will a flight be delayed retrieving an item left behind.

  While we are sorry to learn he was unable to locate his phone and for his disappointment with our service, no compensation will be provided.

  We thank our customer for selecting Sun ******************** and hope to welcome him aboard again soon.

  Sincerely,

  Sun Country Airlines
  

  
  

• Initial Complaint

  08/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Better Business Bureau complaint #******** July 6, 2023 Sun Country Airlines Lost Baggage: LASSY12240 Medium, maroon (dark red), soft, 4 spinner wheels *There has NOT been a financial resolution at all." On August 1, 2023 I received this response as a response to the Better Business Bureau Claim:"We have been experiencing a higher-than-normal number of baggage claims and we thank you for your patience as we work to resolve your claim. We also greatly appreciate your feedback regarding the claim process. Please be assured it is being reviewed by our management teams to help us identify any improvements we need to make to our baggage claim processes."

  Business response

  09/01/2023

  Sun Country, **** d/b/a Sun Country Airlines, appreciates the opportunity to further address the issues expressed by our customer in the second complaint filed with the Better Business Bureau regarding her delayed bag claim.

  We have contacted our customer with the final settlement payment for reimbursement of the receipts she provided for expenses she incurred while she was without her property. We reimbursed all items on the receipts she provided.No additional compensation will be provided.

  We thank our customer for her patience in resolving this matter and hope to welcome her aboard again soon.

  Sincerely,

  Sun Country Airlines

  Customer response

  09/10/2023

  I am rejecting this response because:  I have been left without any financial compensation since July 6, **** when my luggage was lost. The very first offer of payment was not until August 26, 2023, over a month past  billing cycles for credit card interest, most credit cards have rates near or above 20%. With that said, at the very least I do expect an additional $120.00 as interest on the expense of the lost items and the cost to replace them. I also continue to request payment of no less than $100 to replace my luggage. 
  

   Sun Country is only reimbursing receipts I have. They are not taking into account my luggage, which I provided a picture of but do not have a receipt... Swiss Gear maroon (dark red) medium 4 wheel soft suitcase. I also cannot understand why items such as underwear, flip flops, etc. that were listed on my original paperwork, but did not have receipts cannot be calculated into the settlement.

  *US ********** of *************** The maximum liability amount allowed by the regulation is $3,800 per passenger."

   

  Sun Country Customer Care <****************************************************************************> Sat, Aug 26, 12:05?PM
  
  to me
  
  Greetings *********,
   
  
  This amount represents the reimbursement that we have determined as being reasonably purchased necessities. A check representing the following amount will be sent to you via mail. The following is the mailing address we have on file:
   
  *************************************************************************
   
  Please notify **, if this is an incorrect address, and allow up to three weeks for this check to arrive.
   Receipts submitted $603.35
  Final cash settlement $603.35
   
  

  
  

  Business response

  09/11/2023

  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 **********************.

  Airlines will only reimburse passengers for delayed/lost items that have receipts. We do not offer replacement value as we take into account wear and tear of the items and apply depreciation.

  While we are sorry for her disappointment with the resolution of her claim, no further action will be taken. 

  Sincerely,

  Sun Country Airlines

• Initial Complaint

  08/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is ridiculous. Flight from ********* to *********** has been repeatedly delayed and then once it was finally boarded they turned off all air conditioning even though it's over 100 degrees outside and thry are making us sir here melting and feeling sick. We have been stuck on this airplane with absolutely no air conditioning for a over an hour. This is a completely unacceptable way to treat your customers. We're still sitting here melting. I want a refund for the price of the tickets for myself and my daughter

  Business response

  08/22/2023

  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 and apologized for the inconvenience caused by the hot aircraft and delayed flight.

  Sitting in an uncomfortable aircraft is not pleasant for passengers nor the flight crew, and we do our best to maintain a comfortable cabin temperature throughout the duration of our flight. We have limited capabilities of adjusting the cabin temperature until the aircraft has reached its cruising speed and altitude.Temperatures will also vary throughout the cabin and the flight crew does its best to maintain a comfortable temperature while airborne.
  
  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 she encountered, we are not issuing compensation due to this delay.

  We thank our customer for selecting Sun ******************** and hope to welcome her aboard again soon.

  Sincerely,

  
  Sun Country Airlines
  

  
  

  Customer response

  08/22/2023

   I am rejecting this response because:
  
  This is completely unsatisfactory. There is absolutely no resolution offered and it is very clear the airline does not value their customers or their time. I understand that there are sometimes delays that are beyond the airlines control, but this was NOT one of those situations. They could have had told us what was happening. They absolutely could have turned on the air to the cabin because it was on in the beginning when we boarded, then it was shut off. They could have offered water or some type of snack to the multiple passengers that had been stuck in the 100 degree cabin of the plane, but instead, there was not one single flight attendant visible in the cabin. Instead they were in the very front of the plane where they had several fans to cool themselves. There was almost Definitely air conditioning in the cockpit too. And it was close to 2 hours they made us sit there with absolutely no acknowledgment of the heat or delay. We were told numerous times we would be leaving momentarily and then continued to sit there. I fly several times each month for a few years and I have never been treated like this on a flight. 

  Business response

  08/29/2023

  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 **********************. We have passed along our customers concerns to our ******************* team so they may conduct an internal review to see what opportunities there may be for improvement. As stated previously,we have limited capabilities of adjusting the cabin temperature until the flight is airborne. When the aircraft is on an active runway, passengers and crew need to remain seated.

  While we understand our customers frustration, and empathize with the situation, no compensation was offered for this flight delay.

  We thank our customer for her feedback so we may work to improve our service. We hope to welcome her aboard a future Sun Country flight.

  Sincerely,

  Sun Country Airlines

• Initial Complaint

  08/04/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I booked a roundtrip flight to **** ****** for my wife and I. As the travel date approached, my wife couldn't go so i arranged for a friend to replace her. No changes to the dates or times of the flights. I was told that i had to cancel her flight for a cancellation fee of $232.00 Then i had to book a new flight for the person replacing her for $512.80 and apply the cancellation voucher of $91.20 for an additional cost of 421,60. I'm out a total of $653.60 just to change the names on the ticket. This seems exploitive Thanks for your consideration

  Business response

  08/10/2023

  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 and clarified our cancelation policy.

  Minor name corrections are permitted, but name changes are not allowed. These terms and conditions were agreed to at the time of purchase are available on our website.

  When a passenger elects to cancel their reservation, the value of the fare, minus any applicable change fees, is refunded to an electronic credit voucher with an expiration date of one year from the original booking date. While we are sorry for his disappointment with our cancelation policy, the cancelation and new reservation were processed correctly, and no refund will be provided. 

  We thank our customer for selecting Sun ******************** and hope to welcome him aboard again soon.

  Sincerely,

  Sun Country Airlines
  

  
  

  Customer response

  08/10/2023

   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.  However i think their policy is price gouging and will never fly on them again

• Initial Complaint

  08/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My bag was lost by sun country and they have provided the worst customer support and updates of where my bag is. I flew from *** to MSP on flight SY504 on July 30th. I checked my hot pink bag and have called continuously for an update. They have told me to go buy new things and that we should have your bag soon. They said they will compensate me for items purchased during this time; but can't even afford a tracking system on my luggage. So I call daily for an update. Would like more answers and to be compensated the full amount if my bag is not found. This is unacceptable and this airline needs to do better. They also did not provide good airflow on the plane. This resulted in several children being very uncomfortable. One which was sitting in 3D through F. I gave the mom my fan for her baby since I had a handheld one that blew cold air. The instant I gave it to him he was better since he was very uncomfortable still after almost an hour and a half into our flight. I would like my bag back asap and actually someone looking for it. I feel like I've asked for it to be looked for and no one has done anything

  Business response

  08/08/2023

  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 apologize for the inconvenience caused by the mishandling of her bag. Our baggage department is currently experiencing longer than normal response times and we are sorry for the difficulties shes encountered trying to resolve this matter. Claims are worked in the order they are received. We have verified our baggage team is in receipt of her claim. We have also documented our customers concerns and sent them to our baggage management team for internal review and handling with the employees involved. We appreciate all feedback so we may work to improve our service.
  
  Sitting in an uncomfortable aircraft is not pleasant for passengers nor the flight crew, and we do our best to maintain a comfortable cabin temperature throughout the duration of our flight. We have limited capabilities of adjusting the cabin temperature until the aircraft has reached its cruising speed and altitude. Temperatures will also vary throughout the cabin and the flight crew does its best to maintain a comfortable temperature while airborne. We sent our customers comments to our Maintenance Manager for review.
  
  We appreciate our customers patience in resolving her baggage claim and hope to welcome her aboard again soon.
  
  Sincerely,
  
  Sun Country Airlines  
  

  Customer response

  08/08/2023

   I am rejecting this response because: it is now day 9 of no bag, there had been no compensation for any replacement of my lost items. I have since purchased items that I need daily. I suffer from depression and this has caused a flare in my depression to be without my maintenance items that I need on the daily. I entrusted you with my belongings and not sending any compensation for items I have purchased in a timely manner due to your loss or delay in my baggage is a severe reverence in my eyes of trust. 

  I am supposed to be flying in December with my entire family to Mesa.  I do not feel comfortable flying with you; but you will not refund me my money. 

  
  

  Business response

  08/14/2023

  Sun Country,Inc. d/b/a Sun Country Airlines, appreciates the opportunity to further address the issues expressed by our customer in the complaint filed with the **********************.
  
  We thank our customer for her additional feedback regarding our baggage claim process. Her feedback has been documented and sent to the appropriate management teams so they may use it help identify areas of improvement to our claim process.
  
  We received our customersclaim on July 30th. As advised in the response we provided, during peak travel times, responses may take up to 30 days.  
  
  We thank our customer for her understanding and patience in this matter. 

  Sincerely,

  Sun Country Airlines

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