Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/21/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We were departing from the ************** to the ************************* (6/21/25). Unfortunately our flight got delayed and postponed to the following morning which we understood (6/22/25). In the process we were sent to several different gates to receive our new boarding passes which the *** agent stated was important to be able to board the following day. The agent said that the sun country airline attendants would be waiting for us at said gate in which they never showed up. Another airport employee sent us to a different gate stating that same thing which also lead to nothing. We headed back to the *** check point and thats when the *** agent said the airline personal/ attendants had told them to let people leave because they themselves were also leaving for the day. We made our way to the front check in desk and found two Sun country airline employees with out suitcases except For one. We secured two of our suitcases and then asked for the third in which they said they had taken it somewhere else. The airline personal stated they would have to wait until the next flight came in which was coming from ********* to try and look for our missing luggage. This airline caused us stress in the process of our delayed flight and provided us with poor communications. Aside from this we realized our luggage had been tampered with AND even damaged. Whether this was cause by the airline or *** we dont see know.

  Business Response

  Date: 06/27/2025

  Sun Country, **** d/b/a Sun Country Airlines,appreciates the opportunity to address the issues expressed by our customers in the complaint filed with the **********************. We appreciate our passengers feedback regarding their recent travel on Sun Country between ******, ****** (***) and ******-Ft. *****, ** (DFW) on 6/21/2025. We apologize for the flight disruption that they encountered, as well as, for their experience regarding our handling and communications. Please know that we review all feedback regarding irregular operations and their concerns have passed along to our Operations team. They will conduct an internal review to see what opportunities there may be for improvement.
  Regarding their damaged luggage, per our contract of carriage, a damaged baggage form should have been completed at the airport upon receiving their baggage. If they were unable to complete the form at the airport, damage must be reported directly to our baggage team by phone at ************. Our baggage team is available Monday-Sunday 7:00 a.m. 8:00 p.m.CST. This must be reported within 7 days of receiving the baggage on international travel (4 hours for domestic flights). As of today 6/27/2025, I do not see that a damage bag claim has been filed with our baggage team. The terms and conditions of the Contract of Carriage were agreed to upon the purchase of their ticket.
  

  Sincerely,
  Sun Country Airlines

• Initial Complaint

  Date:06/21/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was supposed to fly with suncountry ********* to *********** June 13th, I had a medication that I was waiting on to be delivered and Had to cancel my flight because it didnt arrive in time. I went online to cancel and it showed me I would only get $80 or $90 flight credit back after all fees were taken out. I agreed and canceled I never got a cancellation confirmation and I called suncountry and they said they have no record of me canceling but I know for a fact I did . They said they couldnt change my flight or offer any refund or credit

  Business Response

  Date: 06/27/2025

  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 completes the cancelation of a booking on our website, they are sent a cancelation email.If all steps of the online cancelation process are not completed, the booking remains active, and no cancelation email is sent. Our IT team was not able to find a time when online cancelations were down, but they were able to identify other bookings canceled at the time the passenger claims they attempted to cancel their booking. If the passenger has email proof of online cancelation,they may submit that through the Contact Us link on our website *********************************. However, without proof of cancelation, the booking funds have been forfeited due to no show. In fairness to all customers we serve, we do not make exceptions to our policies.
  

  Sincerely,
  Sun Country Airlines

• Initial Complaint

  Date:06/11/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 05, 2025, I traveled with Sun Country Airlines on flight SY396 and paid $50 to check in my brand-new suitcase. When I retrieved my luggage at the destination, it was torn and scuffedclearly damaged. This was the suitcases first use, and it was in perfect condition prior to the flight.I reported the damage immediately to Sun Country staff at the airport. They filled out an incident report on the spot, which confirms the issue. However, when I followed up, the airline later claimed the damage was normal wear and tear and refused to compensate me in any way.Calling this kind of damage normal wear and tear is completely unacceptable, especially for a new bag that was handled for a single flight. A torn suitcase is not normal, and Sun Countrys refusal to take responsibility despite a filed report shows a lack of accountability.I paid for a service that included care and handling of my property, and instead my new luggage was returned visibly damaged with no resolution offered.

  Business Response

  Date: 06/12/2025

  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 ********************** regarding his damaged bag claim. 

  Our management team has reviewed the claim and the photo provided by our customer. They confirmed the minor tear near the zipper is consistent with normal wear and tear as outlined in our Contract of Carriage. Because of this limited liability, we are unable to offer monetary compensation for our customers suitcase.

  We thank our customer for selecting Sun ********************.

  Sincerely,
  Sun Country Airlines

  Customer Answer

  Date: 06/12/2025

   I am rejecting this response because: Thank you for your response, but I completely reject the explanation offered.
  I paid $50 to check in a brand-new suitcase( cost of $80), and that fee wasnt optional it was a charge imposed by the airline. If baggage handling is a paid service, then damage caused during that handling should be the airline's responsibility. The suitcase now has a visible tear near the zipper and scuffing in other areas that your employee did not fully document at the time. Calling this normal wear and tear is unacceptable and dismissive, especially considering this was the bags first use.
  I'm not made of money to buy a new suitcase every time I fly. The tear and scuffs were clearly caused during baggage handling and would not have happened had the bag remained in my possession. Whether or not your Contract of Carriage tries to limit liability, it does not excuse damage that goes beyond ordinary wear.
  I am again requesting reimbursement for the damage or at minimum, a refund of the $50 baggage fee. If Sun Country insists on charging passengers for baggage, then you should also be responsible for when that paid-for service results in damage.
  
  
  

  Business Response

  Date: 06/17/2025

  Sun Country, **** d/b/a Sun Country Airlines, appreciates the opportunity to further address our customers concerns. We thank our passenger for their reply. Were sorry to hear they are not satisfied with our response and will document their additional feedback.
  
  We extend our empathy to them and do understand this is a frustrating ************ be consistent with all of our travelers, we are regrettably unable to issue them any compensation for the normal wear and tear on their bag. As mentioned in our contract of carriage, Sun Country Airlines assumes no liability for damage defined as normal wear and tear, including minor cuts, tears, and cracks as well as dents, scrapes, and soiling. Because of this limited liability, we are unable to offer you monetary compensation for your suitcase. All passengers baggage complaints must be compensated equally. In fairness to all, we do not deviate from this.
  
  This matter has been handled to conclusion, no further action will be taken.

  Sun Country Airlines

• Initial Complaint

  Date:05/26/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Sunday, May 18, 2025, I arrived in ******* on Sun Country Flight SY681 from *********** and discovered that one of the wheels on my brand-new luggage had been damaged. As instructed on the airline's website, I reported the issue to airport staff immediately. However, I was told by staff that they could not assist and that I needed to call customer service.On May 20, 2025, I contacted Sun Country customer service and submitted a baggage damage claim (File ID: **************, along with photographs of the damage. On May 24, 2025, I received an email denying my claim, despite having followed all required procedures. I was denied assistance at the airport and then had my claim rejected without reasonable justification.This luggage was brand new and clearly damaged while in Sun Country's custody. I am seeking compensation or reimbursement for the damaged luggage. The denial of my claim appears to be due to a failure on the part of airline staff to follow their own policy, not due to any fault of mine.Desired Resolution:I respectfully request reimbursement for the cost of my damaged luggage or equivalent compensation. If necessary, I am prepared to escalate the matter further.

  Business Response

  Date: 06/05/2025

  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 ******************** does require that all damage be reported to a Sun Country airport agent before leaving the airport terminal or by phone if an agent is not able to assist. Failure to provide notification of baggage damage at the airport, or via phone call, within 4 hours of your flight arrival, will result in a denied claim.
  
  Please reference our Contract of Carriage. 
  **********************
  Page 34
  Rule 230
  
  After the passengers claim was reviewed, their damaged baggage was reported at the airport upon claiming the bag or within 4 hours. It was not reported until 2 days later.
  
  We do appreciate the opportunity to review this matter.

  Sincerely,

  Sun Country Airlines

  Customer Answer

  Date: 06/09/2025

   I am rejecting this response because:
  The airport staff did not give me a time frame to call; she only told me to call the customer service number. A customer does not have to suffer for staff inadequacy. The denial of my claim appears to be due to a failure on the part of airline staff to follow their own policy, not due to any fault of min

  
  

  Business Response

  Date: 06/10/2025

  Sun Country, **** d/b/a Sun Country Airlines, appreciates the opportunity to further review the issues expressed by our customer in the complaint filed with the **********************.

  Sun Country requires passengers to report any damage to checked items before they leave the airport or by phone within 4 hours of the flightsarrival so we can assess the damage and create a claim. Since our customer did not contact us until 2 days after her flight, we are unable to verify Sun Country caused the damage.

  While we are sorry for the circumstances surrounding her travel, we do not make exceptions to our Contract of Carriage. The baggage claim that was created was closed, and no compensation will be provided.    

  Sincerely,

  Sun Country Airlines

• Initial Complaint

  Date:05/01/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  March 15 through 17 involved a flight from SXM to MSP that was delayed several times, for a number of reasons and then cancelled causing considerable expense and disruption to lives of the souls scheduled on the flight. We were told half a dozen stories regarding the reason(s) flights were delayed, cancelled, diverted to ************* and ultimately returning home more than 36 hours after they were supposed to. Stories included a small private plane parked behind the parked Sun Country craft that no one would move (people took pictures,) weather, and no customs agents in MSP terminal 2 to check us in. WE WERE TOLD BY THE CAPTAIN, GATE AGENT ********** AND LEAD FLIGHT ATTENDANT TO KEEP ALL RECEIPTS FOR FULL REIMBURSEMENT. We were a party of 9 people and so far the 7 others have full reimbursement for all but alcohol. The expenses incurred due to delays and cancellation were substantial for us and we got receipts for everything. All receipts were submitted in a timely and orderly fashion. They were actually submitted online 3 times and via **** certified mail twice. We are in touch with half a dozen other passengers that we knew on the same flight, all of them have had FULL reimbursement less alcohol. The receipts covering the cancelled and then delayed flight of 3/15 flight ******* from SXM to MSP for us caused an overnight stay with cab fare and then 932 rescheduled to depart at 9AM on 3/16 was delayed causing a late checkout plus meals, plus additional parking costs, plus house sitter fees for two additional nights for 3 dogs and home care. We were told YET AGAIN upon departure 3/16 that all would be reimbursed and to keep all receipts. FINALLY after an email to Mr. ******** got two emails from ***** and *** who did not even have the professionalism to include their last names. We were informed we would be reimbursed LESS THAN HALF of our out-of-pocket and the reason was we were given vouchers for future travel. WE WANT FULL REIMBURSEMENT! NOT VOUCHERS!

  Business Response

  Date: 05/06/2025

  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 regrettably Sun ******************** was forced to delay the passenger's flight between *********** (SXM) and ***********/************, ** (MSP) on 3/16/2025. Service is something we take seriously, and it is disappointing anytime our passengers experience a disruption to their travel plans.
  
  Although the nature of our industry precludes all carriers from guaranteeing timetables, we understand our passengers' time is valuable, and we are sorry for the inconvenience this flight delay caused. To demonstrate our commitment to service excellence, Sun Country issued each traveler on this flight two flight vouchers: a $100.00 and a $200.00 travel voucher toward a future Sun Country Airlines flight. In addition, each passenger was compensated for one night accommodations and meals up to $30 per person based on itemized receipts submitted for reimbursement. Sun Country does not reimburse for other expenses such as rental cars, gas, parking, pet or child care, or other personal expenses. We did review our passengers itemized receipts (all passengers were advised itemized meal and accommodation receipts were required) for the expenses they incurred, and $300.74 ($258.66 ******* $17.08 food, and $25.00 transportation) was approved for reimbursement. The passenger did also submit 2 un-itemized receipts, as well as pet care and parking that are not covered. Reimbursement was issued in the form of a check to the address the passenger provided.
  
  The flight disruption they experienced is not what they should expect from Sun Country, and we look forward to having the opportunity to welcoming them onboard again in the future.

  Sincerely,

  Sun Country Airlines

  Customer Answer

  Date: 05/15/2025

   I am rejecting this response because:
  
  $300 in flight vouchers does NOT pay our credit card bills for the inexcusable delays and lies told to us by the captain, crew and gate agents with regard to why we were delayed and cancelled and delayed and delayed and rerouted and arrived nearly 2 days late, We will NEVER fly this airline again so vouchers that are meant to equivocate payment for bills due that were incurred because of the issues with Sun Country are worthless and (again) do not pay our credit card statement.  Our entire traveling party of 7 others was reimbursed fully for the same receipts we submitted for meals; we were not.  We never received an email outlining the type of receipts to submit as well as having all submissions (3) online ignored and no response given until I emailed the CEO regarding our reimbursement.  Only after certified **** mail to the leadership team and board members did we receive an email telling us what to submit and what was not allowed.  However, NO one from that group had the professionalism to respond and instead the same person who had been emailing rejections responded.  Additionally, a check was issued and sent to me made out to someone of a different name (though similar) who lives 15 miles away from us locally. I cannot cash a check made out to the incorrect name corresponding to a local resident.

  We were reimbursed less than half of the expenses.  While they state they do not reimburse for some of the things we submitted (house sitter for 2 additional nights and extra/overage on long term parking) we are still owed for expenses/meals totaling $151.24.  Sun Country's inconsistency in policy application (our other group members receiving full reimbursement) and missteps along with COMPLETE lack of care with regard to an entire plane load of people missing flights and arriving home nearly 2 days later is reprehensible.  The response is rejected until we are properly reimbursed. 

  Business Response

  Date: 05/19/2025

  Sun Country, **** d/b/a Sun Country Airlines, appreciates the opportunity to further address our customers concerns. As the passenger has been advised by her multiple methods of contact to Sun Coutnry, including a response from our ******************** Team, all passengers were advised that itemized meal receipts were required. Our passenger was reimburse for meals that itemized receipts were provided. We do not compensate for child or animal care. Our passengers receipts have been submitted and reviewed multiple times. They have been compensated for all items that we previously advised would be covered. In fairness to all passengers on this flight, we cannot offer her refunds where no itemized receipts were submitted. Their refund amount will not be changing. This matter has been reviewed by management and no further action will be taken in this matter. Our passenger has been advised of this multiple times.

  Regards,

  Sun Country Airlines

• Initial Complaint

  Date:04/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  April 13 8:12 pm- arrived an hour prior to flight departure and no one would help me. Waited around for anyone to assist me and the manager told me I can not get on the flight and gave no reason. Went through security who say this happens frequently with this airline and these employees. Blocked again at the gate by the same manager who wouldnt look at me or acknowledge I am a person due to my skin color and appearance. I had to stay another night in *********** unable to go home and receive the chemotherapy treatment I needed that day. Completely unacceptable behavior by staff and manager.

  Business Response

  Date: 04/22/2025

  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 ******************** takes great pride in our equal treatment of all passengers. A report from our station manager was obtained, and reviewed this matter with the agents involved and appropriate actions will be taken. Airport video footage was reviewed. Footage confirmed there was not an agent at the ticket counter at 8:15pm when the customer arrived, up to check-in cut-off. The video shows and the agent stated our customer upset and arguing with the agent. Once at the gate, our customer was advised it was too late to accept the bag, which caused another verbal disruption causing the removal of the passenger from the flight. The manager on duty came to the gate with safety concerns because of the loud disruption and advised airport police would be called it it continued.
  
  We are sorry if our customer felt they were being discriminated against, that certainly was not the intent. We acknowledge by not having an agent available at the ticket counter, they were unable to board their flight, and for that, we truly apologize. We have submitted a refund of our customers unused flight, add-ons, and the $198.00 change fees paid to move to flight #*** for a total refund of $713.98. The funds will be returned to the original forms of payment within seven (7) business days. Our customer was also advised to submit receipts for hotel and additional expenses they may have incurred.

  We appreciate the opportunity to review this matter.

  Sincerely,

  Sun Country Airlines

• Initial Complaint

  Date:03/21/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to file a formal complaint regarding my experience with Sun Country Airlines on March 6, 2025, flight SunY203 from *********, ** to *******, **. The scheduled departure time was 4:48 PM with an arrival of 8:35 PM, but the flight was delayed by 90 minutes. This significant delay caused a cascade of issues, including missing my connecting flight on another airline and the event I was traveling to attend. The delay necessitated an overnight stay in *******, requiring me to find last-minute accommodation with an acquaintance and incur additional transportation expenses of $46.88 for Lyft rides.The most concerning aspect of this situation is Sun Country Airlines' handling of the matter. Despite the considerable inconvenience and additional expenses incurred, the airline has declined to offer any form of compensation - whether travel points, vouchers, or monetary reimbursement. Their response to my complaint was not only delayed by two weeks but was also unprofessional in nature. This lack of customer care and responsibility demonstrates poor business practices that warrant BBB review. The airline's refusal to acknowledge the impact of their service failure on passengers and their unwillingness to provide reasonable compensation reflects poorly on their commitment to customer service and business ********* confirmation number for my sun country flight is QBPBTN

  Business Response

  Date: 03/28/2025

  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 Service is something we take seriously, and it is disappointing anytime our passengers experience a disruption to their travel plans.
   
  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 our passenger encountered, we are not issuing compensation due to this delay. In fairness to all, we do not deviate from this.
   
  We appreciate the time our customer has taken to share their perspective regarding this experience and sincerely apologize for the interruption to their travel plans.
  
  Sincerely,
  Sun Country Airlines

• Initial Complaint

  Date:03/17/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a flight with SunCountry airlines to leave ********* to ***************** at 6:45. It was then delayed until 7:45 and then cancelled a few hours later. SunCountry then told me a could select a new flight at no cost. However they did not have any flights that day. I desperately need to get to ******* and they were unwilling to find me a flight on another airline as they did not have any others to *****************. They then told me they had a flight in eau ****** to ***************** the following day. They were unwilling to help cover a rental car from ********* to eau ******* The reason for the rental car is that my return flight is already booked from ***************** to ********* on Thursday and can not park my vehicle at ********** and then fly back into *********. SunCountry could do the very least and cover a car. I then spoke to a ******** on the phone who was extremely rude and told me my name wasnt ******** because I sounded like a male. Extremely disrespectful. I am beyond disgusted with this type of behavior. I am asking for the entire trips refund and compensation for further expenses such as the hotel and inconveniences. I am requesting $650.

  Business Response

  Date: 03/19/2025

  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 Regrettably, Sun Country was forced to cancel their 3/16/2025 flight between *********, ** (GRB) and ***************, ** (RSW). 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 Sun Country flight option (and the passenger opted to cancel their return flight), a full refund of $581.98 was processed to their original form of payment due to the flight cancelation. In addition, each passenger was provided $25 meal accommodations and hotel accommodations for the night of the canceled flight if needed. Unfortunately, we do not provide any additional reimbursement for a canceled flight, including parking fees, rental cars, in-destination hotels, tickets purchased on other carriers, and other expenses.
  
  We appreciate the time they've taken to share their perspective regarding this experience and hope to have the opportunity to welcome them aboard a future Sun Country flight.

  Sincerely,

  Sun Country Airlines

  Customer Answer

  Date: 03/19/2025

   I am rejecting this response because:
  
  There are numerous complaints for this airline that prove this company has a lack of professionalism. It is absolutely terrible the lack of customer service. Why did you not address the pure disrespect from your worker and misgendering me. Disgusting acts. 

• Initial Complaint

  Date:03/13/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  2/16 Flight 420 ************ mobility device was not returned promptly. We landed at 11:10pm and my husband and I did not receive our mobility scooters back until 11:51pm. Additionally, I asked for a Customer Relations Officer (CRO) and/or a supervisor, yet no one appeared to address my concerns.Attempts to resolve with the company have fallen on deaf ears. Their excuse is it was cold out.

  Business Response

  Date: 03/19/2025

  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 their comments were sent to our station manager in *********** to investigate this matter. Our flight crew also provided a report.
  
  The data filed for flight #*** shows it was at the gate at 11:11pm and the doors opened at 11:12pm. The crew confirmed the rest of the passengers finished deplaning at 11:25pm. The mobility devices arrived on the jetbridge at 11:40pm. Our manager of Ground Operations reported that due to the extreme cold and icy conditions, it was unsafe to carry the scooters up the jetbridge stairs. While this may have been done in the past, our procedures have changed to bring mobility devices up the elevators to prevent damage to the devices and to prevent injury to our employees. Our station manager reported wheelchair assistance was offered to take the passengers from the jetbridge to the gate area to wait for your scooters, but the passengers refused the service. Our Ground Operations Manager reports they do not count this as a failure given the weather conditions and that the passengers were given the opportunity to have wheelchair assistance to the gate area. Based on this information, we do not feel our service failed to meet the **** guidelines to provide timely handling of their mobility devices.
  
  We also advised in the future, if they experience a challenge while traveling with an airline, or the assistance requested is not provided, to ask for a Complaint Resolution Official (CRO). As a gesture of our apology for their overall experience, We provided each of them a $100.00 flight voucher for future travel with us. This is not to place a value on their experience, but hopefully they will allow us the opportunity to restore their confidence in our ability to serve them well.

  Sincerely,

  Sun Country Airlines

  Customer Answer

  Date: 03/19/2025

   I am rejecting this response because: they clearly didnt read my email. 
  
   I must emphasize that I was not offered wheelchair assistance despite my request. Additionally, I asked for a Customer Relations Officer (CRO) and/or a supervisor, yet no one appeared to address my concerns. To make matters worse, I received my scooter back at 11:51 PM, not 11:40pm. While I recognize their attempts to resolve this issue, the response I received is entirely unacceptable. My civil rights were clearly violated. I provided Sun Country with ample time to address this situation appropriately, and it has not been resolved as it should be.
  

  
  

  Business Response

  Date: 04/04/2025

  Sun Country, **** d/b/a Sun Country Airlines, appreciates the opportunity to further address our customers concerns. We have added it to their case which will be sent to our station manager for further internal review in order to identify any changes we need to make to our processes to improve our service. As a gesture of apology, each passenger was provided a $100 future travel voucher, which they have redeemed towards a July trip. 
  
  It is never our intention to inconvenience our passengers, and we are truly sorry we disappointed them. We look forward to welcoming them on their future Sun Country flight.

  Sincerely,

  Sun Country Airlines

• Initial Complaint

  Date:03/05/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Nov. 20, 2024, I purchased roundtrip airfare from *** to FLL for $603.95. We were to be boarding a cruise ship in **. ********** by 1500. Our flight was to depart MSP at 0614 and arrive in *** at 1100. Weather was clear and other flights were flying on time. Our flight was listed as on time and began boarding on time. Boarding was paused, then restarted. After boarding had started, flight was listed as delayed until 0645. Second time boarding was paused, flight listed as delayed until 0740. We were then told a new plane was going to be used. Then it was announced there were no other planes available and our flight was delayed until 1600. Sun Country then gave us a $60 food voucher to be used that day and offered a total of $200 in flight credit to be used within one year. We were also told, there were no other flights available that day other than our delayed flight. We used the food voucher, but we won't be able to use the flight vouchers as we basically had to pay for a second vacation due to the 10+ hour delay. In total, we spent $1,167.71 in lodging, food, transportation, extra taxes, and lost prepaid benefits ($360 of the $1,167.71). I filed a complaint with Sun Country and have had no response. What Sun Country offered in compensation, is not even close to what we lost.I will submit receipts by mail if requested; I am unable to upload them.

  Business Response

  Date: 03/11/2025

  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 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. To demonstrate our commitment to service excellence, and as a gesture of apology, Sun Country issued each traveler on this flight a $100.00 travel voucher toward a future Sun Country Airlines flight. In addition, each passenger was provided $30 in meal accommodations. In fairness to all passengers on this delayed flight, we are unable to provide this passenger with additional compensation beyond this.

  We appreciate the time our customer has taken to share their perspective regarding this experience and sincerely apologize for the interruption to their travel plans.
  
  Sincerely,
  Sun Country Airlines