ComplaintsforSun Country Airlines

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Initial Complaint
10/17/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Sat Oct 12, 2024 Booking Total:$ ****** There was NO mention of a No refund policy anywhere on the website, nor in my confirmation email Yesterday, Oct 16th I attempted to cancel my ticket to be told that is against their policy?!
Business response
10/24/2024
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 Sun ******************** reservations are nonrefundable but can be changed for a fee. These terms and conditions are stated at the time of booking.

When a reservation is modified a $49.00 change fee per segment is applied when you are within ***** days of departure. A $99.00 change fee per segment is applied when you are within 14 days of departure.

Add-ons like our Change Fee Waiver or **************** are offered to protect passengers if unexpected circumstances arise. We do not make exceptions to our change and cancellation policy and are unable to waive the fees applied to change or cancel a reservation. If you would like to cancel your travel for a future travel voucher, please contact our Reservation Specialists at ************, they are available 24 hours a day to assist you.

We extend our empathy to the traveler as we do understand this is a difficult situation. However, the terms and conditions were agreed upon at the time of your booking. To be consistent with all our travelers, we are regrettably unable to make any exceptions to our refund policy.
Sincerely,

Sun Country Airlines
Customer response
10/24/2024
I am rejecting this response because:

No where on their website nor on the confirmation email is this stated. I have flown hundreds of airlines globaly for over 40 years and have never encountered such a bait and switch, sketchy, dishonest airline.
As it is not noted anywhere on my receipt, I demand and entire refund immediately. Return policies legally must be clearly printed on receipts.
Business response
10/25/2024
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 **********************. A review of our customers reservation shows she booked it online. When a reservation is booked online, the purchaser must click on the Accept and Paybutton in order to complete the reservation. There is a paragraph above the Accept and Pay button that summarizes our policies including: All air-only bookings are non-refundable.Any refund will be in the form of a Flight Voucher Links to our policies are provided in that paragraph so our guests can read the complete details of all policies prior to purchasing the reservation.

Our cancelation policy is also available on our website under our *********** our guests can select Where do I find change/cancel policies? and our guest will be taken to the Change and Cancelation Policy page on our website.

In fairness to all our customers we do not make exceptions to our policies, and we are unable to provide a refund to our customers credit card should she cancel the reservation.

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

Sincerely,

Sun Country Airlines

Customer response
10/25/2024
I am rejecting this response because:

There is no return policy on the receipt emailed. Legally it must be stated clearly. Please issue a full refund
Initial Complaint
09/27/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I continue to receive billing statements from Sun Country Credit Card. When I first received one, I notified them, I don't have a card, I never applied for a card and asked them to close the account and credit this annual fee. My balance today is $101.50 with late fees. On July 29, 2024 I signed an affidavit and mailed it back to the company stating I don't have a card and this isn't my account. I'd never received anything in the mail prior to this. On 9/24/24 I spoke to **** who stated my account is closed, fraud is still investigation but there is nothing they can do further and I will continue to receive statements. I want the account credited immediately and any reporting to the credit bureaus corrected immediately as well. To continue to bill me is fraudulant.
Business response
10/02/2024
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 **********************. The Sun Country **** is issued through ****************************. They open and maintain all credit card accounts. ******************** has no access to these accounts. All concerns regarding the Sun Country **** must be directed to ****************************. They may be reached at **************.
Sincerely,
Sun Country Airlines
Customer response
10/11/2024
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 for now.
I will file a complaint now against *****************************
Initial Complaint
09/23/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
My trip starting on 8/30 included flight from MSP to ORD on Sun Country and then onwards to *** via DXB on ********. My flight from *** to ORD on 8/30 was delayed significantly causing me to miss my connecting flight from *** to DXB. Reason for the delay was unclear as other airlines (e.g. Delta) that departed after us arrived much earlier. There was no one at the Sun Country counter in ORD to help me rebook my flight to ***. I tried calling Sun Country **************** but they were unhelpful. I had to wait 24 hours to catch my next flight causing major disruption to my travel plans. No hotel or food vouchers were provided. I requested Sun Country (Sun Country Inquiry #******** [ ref:!00D300oD6t.!500UK0BTiUL:ref ]) for some form of compensation for the delay, poor service, and for stranding me to deal with the issue on my own with no help from them. They declined to take ownership and instead are giving me the run around. I called Emirates on 8/30 itself and they stated Sun Country should have provided compensation or hotel, etc. I believe Sun Country should be responsible and provide fair compensation.
Business response
09/25/2024
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 **********************. Service is something we take seriously, and it is disappointing anytime our passengers experience a disruption to their travel plans.

As much as we are sorry for the circumstances and inconvenience surrounding their trip, Sun Country Airlines does not provide any type of compensation for flight irregularities that are out of the airlines 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 flight disruption. The passenger was referred to the booking airline/agency to assist with booking on a new flight.
Sincerely,
Sun Country Airlines
Customer response
09/28/2024
I am rejecting this response because:
Given that other airlines departed after Sun Country and arrived about an hour before Sun Country seems to indicate this is a problem in Sun Country's control that was mishandled. I had already reached out to ******** through whom the booking was made and they said that Sun Country is responsible for providing compensation since they caused the issue.
Initial Complaint
08/31/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I booked a flight fromSFO to CLE with a connection in *** in June for August 9 (landing in CLE 8/10). While I was returning my rental car and storing my luggage at *** on the evening if 8/9, Sun Country notified me that my 11:59 pm 8/9 flight was delayed until 8/10 at 9:25 am. My *** to CLE connection departed at 8 AM on 8/10. It took me over two hours to reach *** Country ***** who then informed me that the next flight to CLE form *** was on Monday afternoon 8/12 and my son and I would be stuck in *********** for two days and two nights. Sun Country was going to provide us a hotel in *** for the first of the three nights delay, but no accommodations in ***. In addition, Sun Country will not rebook a passenger on another airline. The *** said that the terms of carriage only have to get us to ********* at some point, they dont promise any certain day. The airline said the flight was delayed until Saturday/Monday because the first crew was timed out and one crew member called off and they dont have any other crew. So one employee calls off and they decide its fine to leave passengers stranded for three days and without accommodations for two days. They act like the delay in the *** to *** flight had no impact on the *** to CLE flight and told me they had no obligation to do anything about the missed connection. So Sun Country essentially canceled the flight home for my son and me. They did refund me my original purchase price, but the cost of a return flight was $1000 more. In the alternative, hotels and meals for two for 48 hours, an emergency dog sitter for three additional days and nights and lost work/wages for two people would have equaled or exceeded that number. I think its completely unreasonable to decide to leave 2 passengers stranded for 3 nights and 3 days and only offer cancellation and refund of the flight or one night in a hotel. Twice in my life, *** had an airline cancel a flight and both times they booked me on another airline.
Business response
09/13/2024
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 **********************. When a passenger opts to cancel their flight due to a large delay a refund of their flight is processed back to their original form of payment. Unfortunately, we do not provide any additional reimbursement for a delayed 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
Customer response
09/13/2024
I am rejecting this response because:

Sun Country effectively cancelled my Friday flight when they rescheduled my arrival home until Monday without compensation, lodging or any accommodations for the days and nights they intended to leave my child and me stranded in ***********, **********
I didnt voluntarily cancel my flight. Their lack of staffing made my return to ********* impossible for three nights. My flight to ********* left *********** at 8 AM on Saturday August 10 on Sun Country. Sun Country postponed my SFO to MSP flight from 11:58 PM on August 9 to depart at 9:25 AM on August 10 rendering my flight home impossible. Sun Country informed me the next flight to ********* was Monday August 12 at 3 PM landing around 5 PM Monday evening in *********. Sun Country further informed me that they would not provide legging or meals during the time they left us stranded in MSP.
Sun Country told me they could not and would not book me on a flight with another carrier and my only option was a refund or to find and pay for my own accommodations for my son and me in MSP Saturday until Monday. Sun Country reiterated that this delay and inability to get us home for days was because of their staffing issues. One crew called off and they did not have another crew member. The original crew members were timed out.
I do not agree that it is acceptable to tell a customer they are on their own for days in a strange city because the airline cant get them home for three days, then say the customer voluntarily cancelled so we only owe them a refund.
It is exponentially more costly to buy a same day flight or to o train transportation, lodging and food for a whole weekend than the original cost of our one way flight.
That is abhorrent policy and business practices.
Initial Complaint
08/30/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I booked a return flight with Sun Country Airlines to leave from ************************* to *********** on Saturday, July 27. (Flight SY668, reservation code A3IMFS) I woke up to a text at 5 am saying that the flight was cancelled. I called immediately and was put on hold. Two hours later an agent called me back. There were no flights to *********** leaving on Saturday, Sunday, or Monday. The earliest I could get on a Sun Country flight home was Tuesday. Estimating lodging and food costs to stay for 3 more full days, this would be out of my budget. I also work so I would miss days that I could be in the office. I asked for a refund electronically and they sent me the portion of my round trip flight. This was a total of $197.98 for two passengers. Since we did not have lodging past the last day of our trip, we needed to book flights home. We booked a different airline (since Sun Country had no other options to get home) and the total was $507.96. I would like to receive the difference in money spent for these tickets from Sun Country Airlines. In reality, if we were to stay longer until an available flight, this would have been around $2000 in this area. I am only asking for $309.98, which would cover the remaining cost of booking the flight the day of departure.
Business response
09/12/2024
Sun Country, **** d/b/a Sun Country Airlines, appreciates the opportunity to further address our customers concerns. In a response directly to our customer they were advised that Regrettably, Sun Country was forced to cancel their 7/27/2024 flight between **********, ** (***) and ***********/************, ** (MSP). We know that interruptions to travel plans are unwelcome, and we make every effort to complete every flight as scheduled. As we were unable to provide them with a suitable alternate flight option, a refund has been processed to the original form of payment for the canceled flight. Unfortunately, we do not provide any additional reimbursement for a canceled flight, including parking fees, rental cars, 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
08/27/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I booked a flight via ************* yesterday for my brother's flight from *****, ************, as he was on a work trip and began to feel ill. Sun Country Airlines flight 7182 (as advertised) on the website.. He was to make a stop in *********** and change planes (as advertised when booking) and take flight 427 from *********** to *********** (LAX). However, my brother informed me that the "flight" from ***** (flight 7182) was not a flight, it was a bus ride. You can imagine my anger and frustration when I was under the impression that I booked a flight and it was switched for a bus? When I call *********'s help number, I keep getting transferred to Sun Country Airlines. My frustration is in that Priceline and Sun Country Airlines are shamelessly falsely advertising a bus ride as a flight and I demand a full refund for this reason. This is unbelievably irresponsible of the company and their hired third party vendors. And while they may want to absolve themselves from this responsibility, as it was booked through a third party website which the airline partnered with, they are also responsible to their consumers that the information they are purchasing is accurate and correct, just as the currency they are paying with is also accurate and correct. I have also placed a complaint with Priceline and Sun Country Airlines, to make sure they stop falsely advertising. They engaging in a bait and switch techniques that people who may not have a hefty income might fall victims to and while this is happening, I would have gladly purchased a flight with any of the other reputable airlines had I known I was purchasing a bus ride for half of the destination!Since they continue to give me the run around, Priceline will not even answer calls and Sun Country blames Priceline, I am hoping this organization helps people like me who struggle financially and make every ***** count. Thank you,***** ***
Business response
09/12/2024
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 We apologize for your misunderstanding that one of your flight segments was operated by bus in partnership with the ****************. At the time of booking, details are provided to customers booking with Sun ******************** where at least one of their flights is operated by bus. This is also indicated on the itinerary that was emailed to you upon your booking with Sun Country. This information is also advised on Priceline's website when booking online.

As this information is clearly provided in multiple areas, we are unable to provide any refund or compensation due to this misunderstanding.

We apologize for any inconvenience caused by the misunderstanding of your flight's information.
Sincerely,

Sun Country Airlines
Initial Complaint
08/20/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Back in February we booked a trip to *************** with Sun Country. On Feb, 25, 2024 we arrived at the ********** 3 hours before our return flight. We sat around with no information all day and finally at 4 we called ********** in ** and they told us our flight was in the air. We were still sitting on ground. After 8 hours of no flight they finally canceled our flight due to mechanical issues and staff timing out (both were within their control). The next morning we arrived at 8 am like they said and again our flight did not leave on time. We finally left after 6 hours. Part of the settlement that we received were 2 vouchers each (my husband and myself) for $100 each for a total of $200 per person. So we get to 2 weeks ago and I try to use my vouchers and only 1 would work. I am also assuming only 1 of my husbands vouchers will work when he chooses to use them. When we finalized the settlement with Sun Country it was based on the 2 vouchers. Now it appears they rescinded one of the vouchers. This is not what we agreed to. I sent Sun Country a notice and they have chosen to ignore it, thus the complaint here. I just want our 2 vouchers for $100 each re-instated.
Business response
08/27/2024
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 vouchers issued are name specific (issued for herself and her husband). Because the customer is booking a new reservation for herself and another passenger only her voucher may be applied to the booking. Her husband is not a traveler on the new reservation, so his voucher may not be applied. This information is listed on the terms and conditions sent with the vouchers when issued. In addition the passenger was using an incorrect voucher code. The correct voucher code was provided to the passenger in the emails sent.
We appreciate the opportunity to review this matter.
Sincerely,

Sun Country Airlines
Customer response
08/27/2024
I am rejecting this response because: our flight was delayed over 24 hours due to their fault. We were issued 2 $100 vouchers each which we felt was reasonable for the hassle of no information during those 24 hours, hotels that would not accept our reservations for the night and missing a day of work. It was not until after we settled account that they voided 2 of the vouchers. We do not think $100 is an acceptable resolution when we thought we were getting $200. Both my husband and I lost more money missing a day of work than the $100. We feel they need to honor their mistake and give us back the second $100 vouchers for each of us.
Initial Complaint
08/13/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Have not received a refund after ********* outage
Business response
09/12/2024
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 advised our customer via phone on multiple occasions that a refund was processed back to the original form of payment on 7/24/2024. The passenger has been advised to contact his original booking company if the credit card used for payment was not his to have the refund processed on their end. If the original credit card used was his, he should contact his credit card company.
Sincerely,

Sun Country Airlines
Initial Complaint
08/10/2024
Complaint Type:
Service or Repair Issues
Status:
Unresolved
The business responded to the dispute but failed to make a good faith effort to resolve it.
Our flight was canceled on July 19th and was unable to return home until July 23 resulting on 3 nights hotel costs . The airline will reimburse only ******. We spent ****** out of pocket due to no fault of our own.
Business response
08/13/2024
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 **********************. Due to a third-party vendor -CrowdStrike-software failure that cause a massive global IT outage impacting companies across multiple industries and airlines including Sun Country. One of those impacts was the cancelation our passengers flights. In an effort to help passengers offset some of their costs, Sun Country reimbursed up to $150 for hotel expenses for passengers who found themselves needing hotel accommodations during this outage. This offer was extended to all passengers who experienced a canceled flight. All were offered the same amount. No additional amount will be offered.
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
Customer response
08/15/2024
I am rejecting this response because:

I would like to reject the offer from Sun Country. Our flight was canceled due to no fault of our own on July 19. We had to incur 3 nights stay at a hotel as we could not get a flight out until Monday July 22. This unexpected cost is a hardship. **********************;
Initial Complaint
08/08/2024
Complaint Type:
Sales and Advertising Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I have a travel voucher and am attempting to book a trip. Because I am using a voucher Sun Country does not allow you to book online. I've called multiple times today and they are quoting a price $561 higher than the price I show online. I've walked both agents through exactly which flights I am looking at and the price they are quoting is simply not what they show on their live site. So in order to book a trip that online shows at $1,347.92 I am being forced to pay an additional $561. Neither *** could explain why other than it was a "difference in the price of the flights".
Business response
08/13/2024
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 **********************. If a passenger is shopping a destination that has multiple flights in a day, both flights may not be the same price. The website will show the total for the least expensive flight for that day. If you switch to a different flight time, the price can change for that flight. More desirable flights, may have a higher price as less seats will be available on that flight. To receive the least expensive ticket, you must remain on the least expensive flights for the day, which may not be the flight times you are looking for.
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

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