Sun Country Airlines
Reviews and Complaints

On Sunday, October 24 when returning from Biloxi Mississippi to BWI Baltimore airport a airline stewardess bumped my mom three times the third time my mom screamed out loud oh you hit me you hurt me and the stewardess responded with if your arm wasn’t in the way it wouldn’t of gotten hurt and my mom screamed out that she was mean and and save some other things to her regarding her being mean and the stewardess screamed out I’m gonna have you put on a no-fly list. My mom (Arlean Hill and I (Tina Mckay) we’re sitting on Aisle 13C and 13D. Both my mom and I are both senior citizens. One of her attendants named Lisa that was with her pushing the cart down the aisle came back to apologize to my mom regarding the incident saying that the stewardess (who didn’t have a name tag on) didn’t mean to bump her. I said because the stewardess was larger when she bumped mom she should have apologized but instead blamed my mom for having her arm on the arm rest in the aisle. My mom cried the entire flight she’s 78 years old and she suffers from strokes and and seizures and the entire time I was trying to make sure that she was OK and not in distress. So when the flight was over, I asked the stewardess (African-American lady) what her name was and she indicated I didn’t need to know her name and that she was gonna have me put on the no-fly list too. As I was leaving her presence several airline officials heard me and took a report. Please reach out to me to let me know what I need to do regarding this matter. This is a terrible case of elder abuse and I’ve been checking with my mom every since this incident occurred to make sure she didn’t need to visit her doctor or hospital. I can be reached at [protected]@hotmail.com or [protected].

My bag was water soaked being left on the tarmac in the rain, handle and wheel ripped off of my large canvas 30in bag. I immediately went to the service desk upon arrival and filed a claim with S.C. desk. I then provided all info and pictures of my bag to the claim service as requested. It took MONTHS to even hear from as I had to follow up on compensation for my bag and in the end all they gave me was the $40 I spent to fly my bag home on last flight. I provided all bulleted info in the email sent to me and even though new(2yrs old) the bag was $250 I was ready to take the depreciation of $100 so that I could at least replace my bag and have a usable suitcase as I was left with one NOT useable. It's a lg 30in heavy duty canvas bag, not a cheap suitcase but right now I have none. $40 is an insult of compensation and one rep told me $150 but she only gave me $40 credit on my credit card for the flight. I feel ignored and ripped off as OTHER airlines do not do this to their customers and I am wanting $110 more to be able to replace my suitcase so that I may travel again. I am only asking for what is fair and nothing more. Thank you!

Reservation Code S43Z4S

Seattle to Minneapolis

I purchased priority check-in. It was great leaving from Minneapolis to Seattle. However, in Seattle there was no priority check-in.

I know in this day and age of cell phones, alot of people can check-in and have their boarding pass on the phone. Some of us don't. I couldn't believe you did not have a kiosk to print a boarding pass. We had to wait in line with people checking bags in to get one. And, unfortunately there was only one agent working. Then when we went to the security area they did not have a line for priority check-in.

I would like a refund for the priority check-in from Seattle to Minneapolis for both tickets.

Thank you,

Vicki Hamilton and James Hamilton

On arrival to LAX I noticed my suit case a brand new suit case that I only had for one trip and I seen my bag on the Carousel that my suit case was unzipped, and once the wheel chair attendee took the suit case from the carousel on the other side of the suit case was ripped and had two holes in it, as well as a bent left rear wheel.

They loose my luggage in February.

First they tell me I filed to late, then they tell me its fine because THEY sent it to the wrong email. Then they say it takes two months, then they say the receipt doesnt have a date, mind you they have had the receipt for two months. It never ends, they are rediculouse.

Lets see if I ever get a refund.

Deanna Chuba

[protected]@gmail.com

On Sunday, March 13, at 3:30 a.m., we received a text message from Sun Country that our 9 a.m. flight had been cancelled. We didn't see this text until 6:00 a.m., when we awoke. We were to return to Minneapolis, MN from our trip to Palm Springs, CA. We needed to return to Minneapolis that day due to work schedules and family situations.

Sun Country provided no alternative option for us to return to Minneapolis. We first searched for a Sun Country flight, but nothing was available. We then searched for a return flight on other airlines. Most were sold out with such short notice. My daughter and her boyfriend were able to secure the last two seats on a Delta flight out of LAX at 1:30. My husband, son and I (after many Sold Out searches) were able to get tickets for a 11:30 Delta flight out of LAX.

We had a very stressful drive from Palm Springs to LAX, far exceeding the speed limit. In addition, because we were returning the rental car to a different Hertz location (LAX, not Palm Springs), we were charged an exorbitant amount extra.

In addition to the stressful exit from our vacation, here are the extra cost breakdowns:

Two return tickets on alternative airline $600 each

Three return tickets on alternative airline $998 each

Additional rental car charges plus gas $310

Total Extra Amount We Paid: Over $4,500

These extra charges put us way over budget and we will be making payments to our credit card (with interest) for many months because of Sun Country's cancellation.

How does Sun Country plan to make amends?

I booked a roundtrip to san diego Ca from minneapolis MN in January for a february 21 2022 departure with a return date of friday February 25 2022. We flew out of msp on monday with no problem. Flight was on time and we made it to our destination on time. Thursday february 24 at 6;10 pm I checked in online as they allow this 24 hours prior to flight. On Friday February 25th the day of our departure at 9am I received a text alert our flight was cancelled. No offer of help or refund. I immediately called sun country airlines while rushing to airport in hopes of finding an employee to help resolve my issue. Only to find the sun country ticket counter was completely closed and nobody could help me. After being on hold for 2.5 hours I was hung up on. Ive called multiple times now and no answer. Ive also contacted the bbb and will now contact the attorney general if this is not resolved.

On Feb 3 we arrived at Madison Airport for our flight. What started out as a 1 hour delay, continued into a 10 hour delay. What a nightmare ! We were never sure of when or IF our flight would leave. Our family was traveling had 2 small children and it was a very long day. You could say we missed a full day of our vacation. Through email we were issued a $100 voucher.

Our troubles did not end there with Sun Country however. On our trip home from Ft, Meyers we got up very early to get to the airport on time to find out our flight was delayed because they were waiting for the fuel truck. 1 hour delay turned into 2 with us actually boarding the plane, then for them to tell us we had to get off.!

We made it to Madison, only to have to sit on the plane for 45 minutes until they could get gate!

I am requesting more than the $100 voucher for my family that was put through this.

So we got round trip tickets to Florida… we are on our way to the airport, when we get an email that said …..your flight is canceled!

No sorry, I’ll help you find another flight

NOTHING! We tried calling the number , redirected us to the website….

Now this morning , my husband has been on hold for 30 minutes with Sun Country!

NOTHING!

We are now worried our flight home will be canceled…..

Funny how if we would’ve canceled, we would have lost money, but they said, you’ll get a flight voucher or CALL to get refund within 30 days! Ugh!

I WILL NEVER FLY SUN COUNTRY AGAIN!

We have flown with you since (the golden goose days.)
every year we go to jamaica and cancun. I had a very bad infections get into my kneee cap and my inner leg. We were going to cancun and 7 mile beach in jamaica.I have home healtr woorkers come here m, w, fri., to change my vacumm wound bandages. I can not leave the house and am home bound. I don't have disability insurance coverage. My only income is ss. We are really broke and i am asking if you could make a exception and refund my vouvhers. Please help. I reaslly need the money-thank you for your help and assistance. Tom and konnie jarmuz. Flight voucher amount is 421.78 and flight voucher code:is [protected]. Original flight reservation 16b24j and the other is 156784.92 voucher code:m42lvf. Please hel[-land line is1-[protected]/home addresss is 2005 arrow ave., . Red wing, minn. 55066. Please help and god bless.Tom jarmuz

Sun County Airlines (SC) code VCRCGX booking date 10/14/2021 trip left 11/20/2021 retuned 11/27/2021 went to from MSP To PUJ stayed at the Ocean el Faro Hotel.
When booking was promised when choosing this hotel presented as a preferred pick on SC website was promised free transfer from the airport and free covid-19. Hence that was my reasoning to go with this hotel as it was 40 KM from the airport also Sun Country failed to get me any real paperwork/reservations numbers on the hotel it should not be possible for SC to get away with not providing this information at booking, was just a note on my SC itinerary. My contention is SC acted as a travel agent in this not just an airline and is responsible for getting us to the things promised in their sales promotions and or acting on our behalf with the hotel to provide these things. Was on the phone with SC and email contact with the Hotel 3 days before we left both of them finger pointing at the other as responsible but we got stuck paying I agreed more with the hotel on this issue that SC was acting as a travel agent and is ultimately responsible

Bradley Sonnentag

My situation began on August 11th, 2021 when I booked 2 flights from Seattle, Washington to St. Cloud, Minnesota on flight SY282. The first nightmare was finding out that we would not be flying into St. Cloud, but we would be taking a bus. I was not aware of this until after the purchase of our tickets. Then on the bus ride back to Minneapolis my husband and I got separated and no one could tell me where the bus driver took him and I was lost and almost missed my flight. While on flight SY289 back to Seattle, Washington, there was a whole entire family whose children were completely out of control and no parent or flight attendant could control them. They never shut devices off, refused to wear their masks, climbed all over the seats and ran up and down the isles, all during the flight. I constantly was kicked and someone behind me stuck their hands down the back of my pants 3 times and no one did anything about it. They kept touching and hitting my husband in the back of the head. Half of these people were sick and coughing and sneezing all over the place. This was the worst experience in all my flying life. Linette Morawczynski [protected]@yahoo.com

Our request below was denied on behalf of CEO Bricker and COO Mays,

Dear CEO Bricker and COO Mays,

We write to you our experience as a first-time user of Sun Country and first-time post-pandemic travel after about 15 months. A brief intro first: I am approaching 72 and my wife 68; we are long term residents of Twin Cities and both professionals in our own right; a former Dean and a physician. respectively. We have been putting off all travel due to the pandemic situation, but the above reservation became necessary to visit our ailing relative in Philadelphia. Then, we were unexpectedly advised by her daughter just yesterday that she (our relative) took a turn for the worse and was placed in hospice. Please understand that when we made the reservation, it was not meant to be changed/cancelled nor we anticipated her health going into an irrecoverable situation. Her daughter advised us that her condition is deteriorating fast, and she may not live even the next 24-36 hours. Thus, our travel to Philadelphia would serve no purpose under these extraordinary and unfortunate circumstances.

With the sad and devastating news already faced by us, I called Sun Country this morning to cancel the reservation purely for the reasons stated above. I was surprised that the tone and style of conversation of Sun Country employees had no accommodation for emergencies and/or human conditions beyond one's control. I must admit that I had not read your terms and conditions because I was not anticipating to change/cancel. Even if I had reasons to think of your policies, I would have assumed that Sun Country will have emergency/ special circumstances provision like most airlines, particularly, as we are emerging out of the very difficult pandemic situation. Whatever it is worth, I have reached a million-miler status at Delta as a frequent flyer internationally and I faced situations requiring change and/or cancellation without penalty for emergency situations.

It was not only very FIRM but unpleasant advice that Sun Country's policy offers no accommodation or exception for penalty ($400) waiver and the voucher for the remaining amount. I understand that you would like travelers to return to Sun Country to use the voucher but if the passenger is penalized as much as we found out this morning, it is more of discouragement to get us back. The experience was also made bitter when I asked the first person (Mary) to connect with a supervisor and her immediate response was something like, "I am advised to advise you that the Supervisors will tell the same." I wondered why Sun Country even has Supervisors. But when I spoke with Margaret (supervisor), I found out that Mary was correct because Margaret did not do anything different. In fact, Margaret told me that the corporate office had no fax number. I had to hunt for your emails on my own to share our experiences and make the following request.

Considering our circumstances under which we are canceling our trip (which was not for pleasure, to begin with), we request the waiver of the penalty of $400 and credit the cost of our tickets to the credit card. If the refund is totally out of question and we must receive the voucher, we will do our best to utilize it soon to experience Sun Country's other destinations.

In closing, we want to assure you that the trip cancellation is totally beyond our control because of the impending death of our relative. We wish, it was not the case and we could be on the Sun Country flight on Sunday, July 11 as planned. However, it is perhaps God's will and a reminder of, "Man proposes, but God disposes."

Thank you for taking the time to read and hoping to hear from you. We can be reached at my cell [protected], if necessary.

Unfortunately, Sun Country does not care about customer service at all. We have flown with them before. We did not even get upset last year when they cancelled our trip suddenly. This time, the trip was a nightmare. Our trip was June 11 2021. Seats reserved, bags paid for months in advance. We checked in the night before and I had the scan codes for each ticket. The next morning, our Uber that I reserved the day before did not show. We tried to get a taxi and his 25 minutes turned into almost 45. We jumped in our truck only to get to DFW Airport (Teminal D) and every parking space was taken. Yes, 6 levels and no parking. Not even in the 2 hour parking. We drove around for about 40-45 minutes desperately trying to find a spot. Finally my husband dropped me and our kids off to try to get our bags through. We got to the desk 55 minutes before the plane was to take off. The check-in counter knew what was going on with parking. I told them the only issue we had was getting our bags checked. We were checked in. We didn't care if they bags came later on a different plane. One girl at the counter said she would call to them and see if they would make an exception. I have no idea if that was what she was doing or not. She had picked up the phone 4 times. It was strange that she said there was no answer. We were then told we would have to see if TSA would allow us to take our bags through with us. Yeah, right. My husband gets in the airport and tried to talk to them. No luck. I had seen them turn away at least 5-6 other travelers before and after us. They did not care. They didn't even offer us to take a different flight or help in any way. Mind you, I took out the additional waiver fee for about $150 extra on our booking for all of our tickets, so had I have known they would be so adamant about not allowing us to board with or without our bags, I could change up to one hour prior to take off. Basically over $2000 they collected over a 5 minute delay in getting inside and it was just over our bags. Since we had already checked in the night before, we are not a "no-show" even though they are basing their decision as such. We had 5 people in our family. It was our anniversary and we had family already there at our destination. We had to walk away and spend another $3800 to fly American Airlines. I had tried to call Sun Country customer service numerous times and when I would sit on hold, I would end up getting hung up on over and over. It was frustrating. I finally pressed 8 and waited for someone to call back. I spoke to a supervisor, Margaret. By this time, it was June 21st, 10 days later on our way to fly home. I explained it all to her. She said she would call me back. I called later the next day due to not hearing from her. I had to wait almost 2 2/1 to 3 hours for a return call. They told me she was waiting on an answer. She did call yesterday and said we were not eligible for a refund. I told her that the answer she was giving me was not good enough. We never occupied the seats and we should receive a refund or a credit voucher back at the very least. She said she would go back to her supervisors and get back with me. Today, she called back again and stated that they are still standing by their decision and will not return any part of the airfare. We have called the credit card company to dispute it. I am not sure if they will be able to resolve this. It is, after all, a Sun Country Signature Visa credit card. If not, we have debated taking this to small claims court. They should not be able to take advantage of people like this.

Hi,

I am writing concerning 2 canceled flights per above due to Covid 19 . When flights were canceled originally we were told we had 1 year to re-book, we then called again due to continued covid concerns with flying as we both compromised heath conditions that make us both highly susceptible to covid complications and were told we had to book at latest date of May 1, 2021 but forgot about booking until Saturday, May 1 and tried to call but could not get through so my wife attempted to book today but were told we could not do so. We have flown numerous times with Sun Country for over 30 years and I am asking for us to be allowed to book. If we cannot book we will be following other legal actions.

Thanks,

Lomny Brown [protected]

I have a major complaint

I was taken off my flight 3/10/20, I ask for a gingerale and my life was torn apart, trying go home to my children.

I was harrased by flight attends, tsa worker, and pilot, I was told I could not fly, I called police, and they came with ambulance, and I was check out by ambulamce and police, and for some on known reason, I was not sick, but someone misreprented me to air craft piolet as being sick, the staff harrased me and I kept telling them nothing is wrong with me and what made them think way and they never told me the reason why! I was later told when the piolit came out while the ambulance and police was present, that med link made the decision not to let me fly, when I ask to speak with med link continued to say we cant allow you to fly and still never told me why they said based on what was reported I said I have a right to know why I was been thrown off the flight, laughed at and people clapping there hands, I cried wanting to boad the flight being publicly harrased and torement, humilated and my character was totally misreprsented my suncountry airline,.

I had to take a car back to beau rivage hotel, and for some unknown reason the ambulance was waiting outside when I got out the car and I was forced to go to the emergency room before I could fly

This is the worst and most embarassing experience I ever had,

So I would like for sun country airlines to, please make this right, the hospital clear me I was not sick and hospital said maybe someone misrepresented you and made your life a living hell.

This is crazy and I would like suncounrty to pay all bill incurred for the false humilating, malicious, degrading and defermation of charter and harassement I sandra d. Richards suffered by sun country airlines 3/10/2020 on returing flight
#8165 @ 2:45 pm my contact [protected] greenwich ave apt 2-12
Stamford, ct 06902

Thank you as I look forward to your prompt attention to this matter

More than disappointed with sun country. On sunday 1/19/20 I checked in online 24 hours before my flight, reserving $37 worth of seat tickets and another $30 for a checked bag, then got to airport two hours before flight and stood in line for 2 hours to get my boarding passes and check my bag, the line for full service was so long! Once we finally got to the ticket counter was told we can't recieve our boarding passes or check a bag as we were in line for 2 hours and budged in front of multiple people but did not make the 45 mins prior to departure deadline for a checked bag. I was told we cannot even receive our boarding passes or even attempt to check our bag due to the time. We were 38 mins before our flight at the counter. They said they can put me & my husband on standby for next flight 1 day later. (which also mind you, you are not guarenteed a flight) asked if we would receive any info by email or text regarding standby flight told, no not when on stand by. Was not offered any type of assistance at counter! Only told to show up early for standby. I had a family emergency to get to asap and the customer service at msp airport was completely unacceptable. They wanted to charge me $700/per person to fly into a destination near my original desitnation later that day. I found another airline who charge me $700/ for two tickets to our destination the same day. I
Called customer service and was told I was a no show. So even with checking in the day before, which would mean I am going to be there, it doesn't matter, your seat is given away. This customer service is unexpectable as a consumer. Sun country - if you care about you passengers, please address the issue with your passengers as we are looking for a resolution in some type of refund/voucher for future instance that is not the consumers fault.

Very disappointed with sun country. Checked in online almost 24 hours before my flight. Got to airport hour and a half before flight and told can't get on. Can put me o. Standby for next flight 3 days later. Asked if would receive any info by email or text regarding standby flight told, no not when on stand by. Was not offered any type of assistance at counter. Only told to show up early for standby.
Called customer service and was told it was because I was late. They say I was there only 42 minutes before flight. Was there earlier than that. So even with checking in the day before, which would mean I am going to be there, it doesn't matter, your seat is given away.
Now between a second car rental, food costs, place to stay, parking fees at my starting location, have accrued about $700 additional cost.
I paid for a "reservation", checked in plenty of time beforehand, now have no guarantee that will get on next flight, but guess that means nothing to sun country.
No offer from counter personnel or customer service of any type of compensation or assistance.

On August 16, 2019 my husband and I booked a flight from SJD (where we live PT) flight SY 546 to LAS and then flight SY 102 from LAS to MSP (where we live PT).
We arrived in LAS on time but were stuck on the tarmac for 40 minutes plus you had luggage issues which were more delays. By the time we got to the Sun Country counter to check our bags in the doors were just closing and could not wait for us. They said there were no more flights going out so we could book another airline or fly stand by the next morning. We waited for the supervisor for over an hour and she never did have the courtesy to meet with us. The ladies said at the counter it was definitely a Sun Country Airline issue, but they could not do anything about it ect... So in the meantime we are on a limited retirement income and this is what happened next:
Cab to hotel $25.00 including tip
Hotel fee $82.25
Supper $92.00 (which was nothing)
Cab back to airport in AM another $25.00 with tip
Got to Mpls and lost a day rental on our car
Our kids had to find a sitter for the day till we arrived to babysit late
Missed a doctor appointment and had to pay my $30.00 co pay for no show
I worked in executive customer service for 50 years and if we ever treated anyone with this type of respect we would have lost our jobs.
One more thing, the ladies at the counter thought they were doing us a favor to go standby and maybe get on the AM flight. We had a ticket with a seat numbers why would they even mention standby? We would not leave until they booked us seat numbers which they should have done no questions asked.
We were going to let this all pass but has been eating at us and had to tell you how we felt.
Michael J Ford
Sharon I Ford
[protected]
Please respond to this email