Sun Country Airlines
Reviews and Complaints

I am writing because I am really disappointed with the customer service I received on trying to book a trip with our unused tickets from a trip we had to cancel last year.
My name is Barb Wermerskirchen, and there are 3 of us traveling. I only had until Sept 20 2019 to rebook. After deciding where to go, I called to rebook a week before the deadline. I spoke with many agents as they could not locate our tickets, and we would lose connection or they wouldn't call back. I was on the phone an hour and 20 min. One evening. I've never been so frustrated.
I spoke with Zoey, Alexis, and waited for calls back which never came.
Finally on the 19th of Sept. I spoke with Jordan, and explained my situation once again and he was amazing. He was a breath of fresh air.
He helped me, called me back and we got our trip booked.
One agent told me we each had 92.00 toward our new flight.
We actually had 637.27
The trip we cancelled was from Mpls to Las Vegas.
I don't know if you will compensate us in any way, but I wasn't going to let this go. I fly Sun Country and my sister uses you for her work travels. We have had problems before, but none like this.
I have 4 pages of notes I took each time I called, and I will save them.
Sincerely, Barb Wermerskirchen
3195 220th St W
Jordan, Mn 55352
[protected]
[protected]@frontiernet.net

On June 4, 2019 my wife and I reserved a flight from LAX to MSP for $575.22. Shortly thereafter we got a call from Sun Country that our flight was oversold for the return leg and they could reschedule our flight that returned to LA about 8:30 pm. We live two to three hours (depending on traffic) from LAX which would put us at home after midnight. That was too late for us. (We are in our eighties.) So I suggested that we could postpone the same flight for two weeks. Sun Country informed us that there would be an additional $80.00 for the change because the first reservation was non-refundable. I informed them that we were not asking for a refund, but only a reschedule based on their overbooking. Not only did Sun Country recline our request; they charged our credit cards $575.22 AND $657.22 for the one flight.
This seems wrong since the flight change was requested as a result of their overbooking in the first place.
Alvin and Jean Andrews, [protected]

Your hold time, even to book a reservation, is always at least 45 minutes. What company does this to customers who want to spend money with them? I have a credit from money paid to them for a reservation I couldn't keep and when I went to book before the voucher expired, the flights for the month I wanted to book weren't posted yet. I called and they told me to check in a few weeks and the dates were up AFTER my voucher expired, I'd need to call them back to extend the voucher. They DON'T ANSWER THE PHONE!

My sister and I bought our dying and handicapped Aunt and our mother an Alaskan cruise (sort of her bucket list). On the day they were supposed to fly back home, after the cruise was over Sun Country canceled the 6:50 flight and switched them to their 9:30 a.m. without notifying either them or us in any way. Leaving my mother and her sister - who is dying of cancer - stranded in Seattle.

When they called a "customer service" number they obtained from another airline. The person on the phone told them that their travel agent should have notified them - which is completely stupid because we bought their airfare from a travel website. NO TRAVEL AGENT required! Regardless there was NO POSSIBLE WAY for them to make a 9:30 a.m. flight - they weren't even off the cruise ship by 9:30 a.m.! There was a reason we signed up for the 6:50 p.m. flight! My husband is from another country and I have friends all over the U.S. I travel a lot, needless to say that neither I nor anyone I know will EVER use Sun Country ever again!

Just got off the phone with Sun Country's customer service department and they have stated that they are NOT going to be refunding me $125 for a ticket that I purchased from Las Vegas to Minneapolis in which they did not have anyone at the ticket counter in Las Vegas to check me in and consequently I missed my flight (the only Sun Country flight departing that day) and had to purchase a ticket on another airline for $500. Seems extremely petty and in poor judgment to not offer the refund for a mere $125 versus my customer experience disaster.