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:05/02/2023

  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.

  Purchased Ticket on April 29th, 2023 at 11:21 PM Called to cancel Today @ 1:19PM I am writing to express my disappointment and frustration with Sun Country Airlines regarding a recent experience I had with their change policy insurance, which all occurred within 48 hours of my flight confirmation. I purchased this insurance under the impression that it would allow me to cancel or change my flight and receive a refund if necessary. However, I later discovered that this was not the case, and that I had been misled by the airline's marketing and messaging.Shortly after I received confirmation of my flight, I realized that I needed to change the date of my departure. I reviewed the change policy insurance that I had purchased and believed that I was covered for this type of change. However, when I contacted Sun Country Airlines to request the change, I was told that the insurance did not cover the circumstances under which I needed to make the change.I was shocked and disappointed by this news, as I had paid for the insurance with the understanding that it would cover me in the event that I needed to make a change. It was particularly frustrating that all of this happened within 48 hours of my flight confirmation, leaving me with very little time to make alternative arrangements.Despite my attempts to explain the situation to the airline, I was unable to make any changes or receive any refund. I felt that I had been misled and deceived by Sun Country Airlines, and that their advertising and messaging around the change policy insurance was intentionally vague and misleading.I would appreciate a response from the airline regarding this matter, and would like to request a full refund of the flight that I purchased. I believe that it is unacceptable for an airline to advertise and sell insurance policies that do not actually provide the coverage they claim to offer, and I hope that Sun Country Airlines will take steps to address this issue in the future.

  Business Response

  Date: 05/04/2023

  Sun Country,Inc. d/b/a Sun Country Airlines, appreciates the opportunity to address the issues expressed by our customer in the complaint filed with the **********************. We have contacted our customer directly and advised that Sun ******************** reservations are nonrefundable but are changeable, less any applicable change fees. These terms and conditions are laid out at the time of purchase for every reservation. All reservations booked directly with Sun Country have the ability to add our Change Fee Waiver at the time of booking, which allows our customers to make a one-time change to their reservation without incurring any change fees, but the fare remains non-refundable.   
  
  Should our customer choose to make any changes to his reservation or cancel it,as long as the change is made at least one hour prior to departure, the change fees will be waived. Any airfare difference will apply if he changes the reservation. If he cancels the reservation, the refund will be in the form of an electronic credit voucher which can be applied to a new reservation up to one year from the original booking date. In fairness to all our customers, we do not make exceptions to our policies.
  
  We thank our customer for choosing Sun ******************** and look forward to welcoming him aboard soon.

  Sincerely,

  Sun Country Airlines 

  Customer Answer

  Date: 05/05/2023

   I am rejecting this response because:
  

  Thank you for your response regarding my complaint filed with the Better Business Bureau. However, I must reiterate that your Change Fee Waiver policy was misleading and vague, and it was marketed to me like trip insurance. I understand that your reservations are nonrefundable, but I believe that as a paying customer, I should have been provided with clearer and more transparent information about my options in case I needed to change or cancel my reservation.
  As I previously mentioned, I purchased the Change Fee Waiver at the time of booking, which I understood to mean that I could change or cancel my reservation without incurring any additional fees, or receive a refund if necessary. However, the terms and conditions were not made clear, and I was not informed that the fare would remain non-refundable.
  I understand that you have contacted me directly and advised me of your policies, but I must emphasize that I am not satisfied with the outcome. I paid a considerable amount of money for my reservation and feel that I have been misled. I respectfully request a refund for my reservation or an electronic credit voucher that I can use towards a future booking.
  Thank you for your attention to this matter.

  
  

  Business Response

  Date: 05/08/2023

  Sun Country,Inc. d/b/a Sun Country Airlines, appreciates the opportunity to further address the issues expressed by our customer in the complaint filed with the **********************.  
  
  We are sorry to learn of our customers misunderstanding of the change fee policy.The policy is on our website and our customers must agree they understand these terms and conditions prior to purchase. We do not make exceptions to our policies.The refund remains in the form of an electronic credit.
  
  Sincerely,
  
  Sun Country Airlines

  Customer Answer

  Date: 05/09/2023

   I am rejecting this response because:
  
  
  Thank you for your response regarding the complaint I filed with the Better Business Bureau. I appreciate your willingness to address the concerns I raised.
  However, I would like to emphasize my perspective on the matter. While I understand that your change fee policy is outlined on your website, I believe there was a misunderstanding in my specific case. I kindly request reconsideration of the policy, taking into account the circumstances I faced.
  As a loyal customer, I have always valued the services provided by Sun Country Airlines. In this situation, I feel that a refund would be a fair resolution. It is important to note that by refunding me, the airline would not incur any significant loss. Instead, it would only involve a relatively small amount of cash. On the other hand, not accommodating my request *** result in the loss of a loyal customer.
  I believe that taking customer satisfaction into consideration and making an exception to your policies in this case would demonstrate the commitment of Sun Country Airlines to its customers. It would not only rectify the current issue but also ****** a positive and long-lasting relationship with me as a valued customer.
  Thank you for your attention to this matter. I hope you will reconsider your stance and work towards a resolution that leaves both parties satisfied.
  Sincerely,

• Initial Complaint

  Date:04/12/2023

  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.

  flight on Sun Country at ****pm on 3/31. I can appreciate the cancellation on the 31st of March. What I do not understand is the 3 day delay. I was told when we were booked to Rochester on 4/3 our ticket was reimbursed in full. That was from the agent that helped us. She said she put in for it that very night. I was watching flights here and there and Sunday afternoon the 2nd there was availability on the flight ****pm. I immediately called the reservations and was put on hold for 2 1/2 hours and by the time I connected someone those seats were gone. Around 5pm we went to the phoenix airport and dropped off our rental car. I went up to the counter and 2 agents there. ******** was one of them. Earlier flight was going out in 1 1/2 hours asked if there were standby on that flight that were confirmed on later flight Said they would not be coming back to counter and we would have to wait till 9 pm to talk again to an agent. This is not ok. You had flights that cancelled and you need to get these people out. Asked her if I did see seats on that flight if I booked would they reimburse the amount of that flight. Was NO Because of unable to get ahold of anyone. Advised me no. Again no one to talk to. I talked with ******** and how much this was costing me. She told me we would get reimbursed I questioned her more than once and her fellow agent agreed. She confirmed with her. We left there defeated. I called reservations twice more. Held for hour each time thinking something might open up. The last reservations gal that talked with me was a sweetie. She agreed exactly what ******** said we would be reimbursed. Told me where to fill out the information and attach my reciepts. I do expect reimbursed. I was told by 4 people and this was 3 different conversations. Thank you for your consideration. I asked for 100 x2 for each day for food. I have uploaded for hotel and car. And for transport from RST *****. ***************************.

  Business Response

  Date: 04/17/2023

  Sun Country,Inc. d/b/a Sun Country Airlines, appreciates the opportunity to address the issues expressed by our customer in the complaint filed with the **********************. We have contacted our customers directly and apologized for the inconvenience caused by the cancelation of their flight and the difficulties they encountered with getting rebooked for the next available Sun Country flight out of Phoenix.  During weather cancelations, inventory changes quickly,and desired flights/times may not be available. Since they were rebooked and flew on April 3rd, we are unable to provide a refund or credit.
  
  We have passed along their comments to our management teams regarding the miscommunication on compensation by some of our employees. While we regret the disruption in service they experienced, Sun Country does not provide reimbursement for any personal expenses resulting from a canceled flight, including parking fees, rental cars, hotels, tickets purchased on other carriers, and other personal expenses.
  
  We thank our customers for their understanding and hope to welcome them aboard a future Sun Country flight.
   
  Sincerely,
  
  Sun Country Airlines

  Customer Answer

  Date: 04/17/2023

   I am rejecting this response because:
  
  Your employees 3 different times gave customer service by telling me we would be compensated.  I think that you need to stand by that.    This response by them was not initiated  by me.   They told me what I could expect.  So I do get the one night being unconvinced  but 3 nights hotel is just not ok.    How does a business survive treating people like this.  Expecting that we can afford this.  It's a struggle.  I'm sure this would not be ok with you if you were treated this way.  I have reached out to the BBB because of the way I have been treated.  Thank you for helping us.  

  Business Response

  Date: 04/21/2023

  Sun Country,Inc. d/b/a Sun Country Airlines, appreciates the opportunity to further address the issues expressed by our customer in the complaint filed with the **********************.
  
  We have addressed the situation with the agent in question to ensure they are aware of our policies regarding uncontrollable delays and cancelations. Sun Country did not offer compensation to any passengers on their flight other than a refund if they chose to cancel the flight. 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.
  
  Sincerely,
  
  Sun Country Airlines

• Initial Complaint

  Date:04/02/2023

  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.

  On Sunday, April 2, 2023, we were scheduled to fly out of ***************, **, to ***********, ** on a 12:05 Sun Country flight. At 5:30am we received a text telling ** our flight had been canceled. Upon trying to call the number that was provided in the text, we received a message that the number was 'no longer in service.' We then called the main Sun Country Airline customer service number, which told us there would not be a representative available until 7:00 central time. In the meantime, we decided to go to the airport to receive personal assistance from the Sun Country counter. Upon arrival at the counter, we were told that the ticketing representatives at the Sun Country counter could not help us because they had no access to the reservation services and that we had to go through the telephone number provided. When we told them the number provided was I correct, they referred us back to the general customer service number. After nearly two hours on hold with Sun Country customer service, we spoke to an agent that told us she could book us on a flight two days later or get a partial refund. When we asked the reason for the cancelation, we were told weather. At that point, we let the representative know that the Sun Country flight leaving for *********** at 10:00 am was leaving on time, as were all of the other flights going into ***********, i.e., Delta, Jet Blue, ******** etc. When we asked if we could get booked on another airline, we were informed that Sun Country does not contract with other airlines, so that was not an option. So essentially our option was to stay in ************** for two more days to catch the flight out on Tuesday, requiring us to book a hotel at Spring Break prices of $400.00 plus a night, incure the additional cost of meals for that time, lose days of work and school, or take the partial refund of our trip. Either way, we incur additional costs due to airline stranding us in *******.

  Business Response

  Date: 04/05/2023

  Sun Country,Inc. d/b/a Sun Country Airlines, appreciates the opportunity to address the issues expressed by our customer in the complaint filed with the **********************. We have contacted our customer directly and apologized for the inconvenience he experienced when his flight was cancelled for weather reasons.
  
  Sun Country has issued a refund for the canceled flight to the original form of payment. As much as we are sorry for the circumstances and inconvenience surrounding his 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.
  
  We thank our customer for his understanding and hope to welcome him aboard a future Sun Country flight.
   
  Sincerely,
  
  Sun Country Airlines

  Customer Answer

  Date: 04/10/2023

   I am rejecting this response because: I adamantly deny that the flight was cancelled due to Weather. The morning flight went off without a hitch. Sun Country Airlines was the only airline out of *************** that did not take off Sat. *** Country's morning flight even went out. Sun Country stranded a family of 4 during spring break in ***************. Hotel rooms were between ******* a night if you could find one. One airline was flying out with 3 stops at $1350 per passenger. Financially, very hard for most families. This is a common practice with Sun Country airlines, and how they continually get away with this, with an excuse of weather is beyond me. They gave me zero customer support. Phone lines were not in service and Sun country has no help desk or anyone at airport to assist. The nightmare lasted for 3 days. They did not fulfill their end of the deal and I would like a full refund. Its equivalent to a roofer taking a contract and doing half the roof and right before a storm deciding it's to inconvenient for the company to continue and offering to give you half your money back so you can find a company to finish at 4X the price. I had to rent a car and drive to Mlps with a family of 4 to get back to work and kids to school. Airline takes no responsibility and has no consequence. I have receipts for Rental car, and other costs associated with the trip from *************** by road. I would like to either see a full refund of my Sun Country reservation in the amount of $1903.80 or half of reservation that they have offered ($1100.00 )for flight and reimbursement for trip arrangements $874.30.

  
  

  Business Response

  Date: 04/12/2023

  Sun Country,Inc. d/b/a Sun Country Airlines, appreciates the opportunity to further address the issues expressed by our customer in the complaint filed with the **********************.  Per our Contract of Carriage for delays, misconnections or cancellations, Sun Countrys limit of liability is to refund the value of the unused ticket. The terms and conditions of the Contract of Carriage were agreed to upon purchase of his ticket.
  
  As much as we are sorry for the circumstances, we must remain consistent with the enforcement of our policies and cannot provide exceptions to the terms and conditions agreed to at the time of purchase. No additional compensation will be provided besides the refund of the canceled flight.
  
  We thank our customer for his understanding.  
  

  Sincerely,

  Sun Country Airlines

• Initial Complaint

  Date:03/22/2023

  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 flew Sun Country on a flight from *** to *** the evening of 3/21/23. My suitcase did not arrive on my flight. There was no one in the baggage area or at the ticket counter to speak with. Their skeleton staff was apparently at the gate but I could not enter that through security. I left the airport without my luggage and without speaking to anyone. I filed a claim on the website when I got home at about 2:00 a.m. I followed up with a call about 9:00 a.m. *********** time. The agent said they located my luggage - it was still in ***********. He said they would do their best to "rush" to see if it could get on the noon flight to ***. I politely told him that I didn't really understand how it would be a "rush" since my suitcase was already at the airport and the flight was 3 hours later but thanked him and told him I would be expecting notification when my luggage had arrived at ***. I called again in the afternoon and spoke to a different agent who could confirm that my luggage was loaded on the flight but didn't know if it was in ***. She put me on hold to call *** but returned saying no one answered. I called again closer to 4:00 and was told the same thing - she couldn't get anyone at *** to answer the phone. At 4:08, a representative called and said my luggage was in ******* and needed to verify my address for the delivery service. She said I would have my luggage in a few hours. I received an email verifying that and a link to track my suitcase. It was scheduled to arrive between 4:48 and 10:48. I canceled an appointment that evening to be sure I was home to receive my luggage. At 10:35 I sent an email to SC asking for some help to get my luggage. No response. I finally received my suitcase at 7:06 AM the next morning. HORRIBLE CUSTOMER SERVICE! I requested some compensation for this situation and was told twice that nothing was going to be done. I'm a LONG time customer and fly regularly. This is a deal breaker for me!

  Business Response

  Date: 03/29/2023

  Sun Country, **** d/b/a Sun Country Airlines, appreciates the opportunity to address the issues expressed by our customer in the complaint filed with the **********************. We have contacted our customer directly and apologized for the mishandling of her bag and the difficulties she encountered being reunited with her bag. Her comments are being reviewed by our manager of baggage operations so we may work to improve this process and prevent a recurrence.
  
  A refund of her checked bag was processed on March 23rd. As a gesture of apology for her experience we issued a travel voucher in the amount of $50.00. This is not intended to place a value on her experience,but hopefully she will fly with us again and allow us the opportunity to restore her confidence in our ability to serve her well. 
  
  We thank our customer for selecting Sun ******************** and hope to welcome her aboard again soon.
  
  Sincerely,
  
  Sun Country Airlines

• Initial Complaint

  Date:03/20/2023

  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.

  Re: Reserv.Code G7FD7G; booked 2/23, $1,060 - paid 'waiver **** * ******** bundle' which said "best price". Thought w.fee meant we could change -- in rush at time. Tried to change 1 or 2 days later - called and was told 'NO, baggage fees, even w. waiver fee, are unrefundable! -- Actual flight should cost $500+, i.e., waiver f. * bagg.fees = as much as flight itself! Sun C. web-site is not transparent!! Because we paid waiver, believe we should be able to cancel extra charges, and just go w. basic flight charge. We do not need/want checked bags, we always do carry-on. Dismayed when told 'too late' can't do anything about it, except cancel flight and loose the $500 in EXTRA charges that we'd still have to pay! We would only like refund of the excess charges, but keep the flight reservation. Even their explanations have not been clear, and we had no response to the last request, over 2 weeks ago.

  Business Response

  Date: 03/24/2023

  Sun Country,Inc. d/b/a Sun Country Airlines, appreciates the opportunity to address the issues expressed by our customer in the complaint filed with the **********************. We have followed up with our customer to clarify that the Change Fee Waiver only applies to the flight portion of a booking. It does not apply to ancillary fees.  When our customers complete the reservation process, they agree to the terms and conditions of the ticket purchase. The terms and conditions state that the tickets and any additional components are non-refundable. In fairness to all our customers, we do not make exceptions to our policies.
  
  We appreciate the opportunity to clarify our customers concerns and we look forward to welcoming her aboard this summer.  
  
  Sincerely,
  
  Sun Country Airlines

  Customer Answer

  Date: 03/24/2023

   I am rejecting this response because:  this   disoes  not   change the fact that their booking site is   not  transparent.  They tell you it's the 'best deal/bundle'  then it's like "gotcha"!    To charge fees for baggage and seat selection that is as much as the fare itself is outrageous.    I understand that businesses have to have "policies", however, this policy is   only   to Sun Country's advantage, not to the advantage of the consumer.         I admit that I booked   in haste ---   great granddaughter just arrived for me to take care of her, and, my husband was on a business telephone call, and I  thought I'd just make the reservation and change it later since the cost seemed high.   The  site is   not   transparent that  if  you pay the waiver fee  that it   only   applies to the fare itself!!!      We   never  do checked-baggage;   we do expect to pay a fee for seat selection.    To pay $500 (for both of us) on top of $500 for the flight is not something we would do.   We are semi-retired, and this kind of policy is taking advantage of seniors and other customers.
  
  
  

• Initial Complaint

  Date:03/17/2023

  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.

  Date- 09/25/2022 of booking and flights for dec-17/dec-22 Amount. $1621.75 total reservation code: V8BB3G Book a flight ticket that I ended up canceling due to Covid. ****** the phone number ending in calling an agency ************ that answered the call as Sun Country, I requested to cancel this flight and cancel. they charged me ****** for the cancelation. and I was told that I was getting $1147.50 for a refund. due to the time, I disconnected the call. I call later on to Sun Country ************ and the representative told me that I can't get a refund and they will issue a voucher. Now I am trying to book a flight but the airline doesn't have flights for the dates I am looking for. and they can't issue a refund. I have reached out to them and requested a supervisor or manager but ended up Getting an email. saying sorry, nothing they can do. so my complaint is if they don't have flights for the dates the customer needs them and we can not use the voucher with another airline. they need to refund the money. for us to be able to use the credit with another airline otherwise we can lose the money if we don't book another flight during the year the voucher was issued.

  Business Response

  Date: 03/23/2023

  Sun Country,Inc. d/b/a Sun Country Airlines, appreciates the opportunity to address the issues expressed by our customer in the complaint filed with the ********************** regarding our non-refundability policy. We have contacted our customer directly and advised that when a passenger elects to cancel their reservation, the value of the fare and any baggage or seat fees are available as an electronic credit with an expiration date of one year from the original booking date. These terms and conditions were agreed to at the time of purchase, are listed on our website.
  
  The vouchers can be used for travel to any Sun Country destination. The expiration date is not the last day to travel, but the last day to apply the voucher toward future travel. In fairness to all our customers, we do not make exceptions to our non-refundability policy.

  We hope our customer will use the travel voucher so we may welcome her aboard a future Sun Country flight.
  
  Sincerely,
  
  Sun Country Airlines

  Customer Answer

  Date: 03/23/2023

   I am rejecting this response because:

   

   The Sun country airlines do not have flights for the only location that would use my voucher.  And the days I was looking to travel due to my job policy I cant be traveling at any time unless I requested it with 6 months or more in advance. 

  
  

• Initial Complaint

  Date:03/12/2023

  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.

  Our family of 4 recently flew Sun Country from ** to **. We checked 2 suitcases and fishing poles. After arriving in ** only 1 of our suitcases arrived. Obviously very frustrated that this is how our vacation was starting. We spent over an hour waiting to speak w/someone to fill out a Delayed Luggage Report. Our teenage daughter (who is suffering from mental health issues) now has nothing of her own with us on vacation. The mishandled suitcase carried all of her belongings, all of my husbands and some of sons-mine as well. That first night after not hearing from the airline we sent an email for an update. We were told that they had located our baggage and were working to get it delivered to us. Because they didnt specify whether it was the suitcase or fishing poles he sent an email back asking for clarification which he never got a response back. The next day, I called and spent over an hour on the phone with a rep who refused to give me her name, and ultimately was not able to confirm anything-very unhelpful. We continued to have back-and-forth conversations wasting much of our vacation time. Confirmation about our suitcase didnt come until two days before our vacation was over-said they were just going to keep it there. Although we were told there were multiple flights to ** in which our suitcase could have been sent to **, it remained in **. I understand mistakes happen but the way this was handled by Sun County was beyond horrible. Because of this our daughter spent the entire week obsessing over her belongings and not having her stuff. We spent way too many hours having to go back and forth to shops to buy clothes/toiletries/etc to get us through each day. Had we been told from the start that we would never receive our bag we could have just made one trip to the store buying what we needed but they kept dragging it out. This trip was supposed to be an opportunity to relax and decompress from the stresses of life and Sun Country took that away from us.

  Business Response

  Date: 03/14/2023

  Sun Country, Inc.d/b/a Sun Country Airlines, appreciates the opportunity to address the issues expressed by our customer in the complaint filed with the **********************. We apologize for the inconvenience caused by the mishandling of their bags and the difficulties they encountered trying to resolve the matter.  
  
  We have refunded the bag fees. Our baggage team has received their receipts for interim expenses.Claims are handled in the order they are received. Our baggage team will continue to communicate with our customer regarding the reimbursement details of the interim expenses that are allowable under our Contract of Carriage.  We appreciate our customers patience in resolving this matter.
  
  We hope to welcome our customer aboard again soon.
  
  Sincerely,
  
  Sun Country Airlines

  Customer Answer

  Date: 03/14/2023

   I am rejecting this response because:
  I strongly believe that when a business makes a mistake such as this, there should be some sort of compensation to the customer. As a form of an apology, to right their wrong. Yes, they refunded our money for the suitcase but that should be a given being the piece in question was never received. And as far as being reimbursed for our expenses, that too should be a given since my family was left down in ** on vacation with absolutely NONE of their personal belongings. We had no choice but to have to purchase clothing and toiletries to get us through the week. There is a difference between being reimbursed for our baggage and being compensated for the trouble we went through (the inconvenience, stress, frustration, and wasted time). Most importantly, I am extremely disappointed that our one family vacation for the year was not able to be enjoyed like it should have been because of Sun Countrys mistakes and the way they handled the entire situation. Sun country has always been our airline of choice and wed be disappointed to bring our business to another airline. We hope SC agrees that some form of compensation is the right thing to do. 
  
  

• Initial Complaint

  Date:02/28/2023

  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 Tuesday February 21, Sun Country sent me an email regretting to inform me my return flight to *** (SY310) was canceled for Thursday, February 23 (was to land at *** at 4:12pm). No other explanation was provided. No reason as to why it was canceled was included in the email. No alternative flight options were provided, and after hours of attempting to contact Sun Country via phone, I ended up booking a return flight with Delta for Thursday February 23. The cost of this flight was exorbitant (over $1800 for my family of 5 and included a red-eye). The fact that Sun Country canceled our flight without providing ANY customer support or alternative flight options is ridiculous. The fact that our trip nearly doubled in cost because of this cancelation is beyond frustrating. When I contacted customer care, the woman providing "customer care" disconnected the call after telling me Sun Country would do nothing to rectify this. Instead she said thousands of people were impacted by the cancelation, like that is supposed to make me feel better. I will never fly Sun Country again and have been telling anyone and everyone to do the same. Sun country should be ashamed of themselves, costing hard working Americans who save their money to vacation once a year, this kind of money. SUN COUNTRY YOU'RE THE WORST.

  Business Response

  Date: 03/02/2023

  Sun Country,Inc. d/b/a Sun Country Airlines, appreciates the opportunity to address the issues expressed by our customer in the complaint filed with the **********************. We have contacted our customer directly and apologized for the inconvenience she experienced when her flight was cancelled for weather reasons.
  
  As much as we are sorry for the circumstances and inconvenience surrounding her 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.
  
  We thank our customer for her understanding and hope to welcome her aboard a future Sun Country flight.
  
  Sincerely,
  
  Sun Country Airlines

  Customer Answer

  Date: 03/02/2023

   I am rejecting this response because: the flight cancelation was within Sun County's control as other sun country flights landed on time at *** the same day and time that our flight was scheduled to land. Furthermore, Sun Country never contacted me, I contacted them and wasted hours of time in doing so. Finally, I have yet to receive my flight reimbursement for $440 cash repayment, plus $80 in flight vouchers (that will never be used because I refuse to fly SCA again). This repayment is for the flight they canceled. 
  
  
  

  Business Response

  Date: 03/06/2023

  Sun Country, Inc.d/b/a Sun Country Airlines, appreciates the opportunity to further address the issues expressed by our customer in the complaint filed with the **********************. When weather greatly impacts the number of flights that can take off and land at an airport, Air Traffic Control instills a Ground Delay Program. Air Traffic Control dictates to every airline that operates out of the airport which flights will be allowed in and out of the airport during the Ground Delay. Unfortunately, Sun Country was required by Air Traffic Control to cancel approximately 50 flights that day due to weather. Only a small fraction of our flights were allowed to take off and land that day.
  
  Our customer did receive email notifications that her flight was canceled. Her tickets were refunded to the original forms of payment on February 25th.
  
  Sincerely,
  
  Sun Country Airlines

• Initial Complaint

  Date:02/26/2023

  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 paid for a flight to *********** in 2021 and had to cancel my flight. I was told my refund would be issued via a voucher, however there was not clear indication that this voucher expired along with any possibility of a refund of the money I spent on my flight I never went. I'm now been told the voucher expired in May 2022 and that I have no options at all at this point.

  Business Response

  Date: 03/02/2023

  Sun Country,Inc. d/b/a Sun Country Airlines, appreciates the opportunity to address the issues expressed by our customer in the complaint filed with the **********************. We have contacted our customer directly and advised that when a passenger elects to cancel their reservation, the value of the fare and any fees related to baggage and seat selections are available as a travel voucher with an expiration date of one year from the original booking date. These terms and conditions were agreed to at the time of purchase, are listed on our website,and he was alerted of the expiration date during the cancellation process.
  
  Since he did not use the voucher to book a future reservation before the expiration date, the voucher has been forfeited. While we understand this is a difficult situation, in fairness to all our customers we do not make exceptions to our policies, and we are unable to reinstate expired vouchers for any reason.
  
  We thank our customer for his understanding and hope to welcome him aboard a future Sun Country flight.
  
  Sincerely,
  
  Sun Country Airlines

  Customer Answer

  Date: 03/02/2023

   I am rejecting this response because:
  
  I paid for a service that was not provided to me. I would like to know how I can pay for something and a company can refuse to return my money for the service that was not provided. 

  Business Response

  Date: 03/06/2023

  Sun Country,Inc. d/b/a Sun Country Airlines, appreciates the opportunity to further address the issues expressed by our customer in the complaint filed with the **********************. Sun ******************** tickets are non-refundable and our customer agreed to those terms when purchasing the tickets. The customer also agreed to the cancelation policy when he voluntarily canceled the reservation stating his credit would expire one year from the booking date.
  
  While we are sorry for our customers disappointment, we do not make exceptions to our flight credit policy.
  
  Sincerely,
  
  Sun Country Airlines

• Initial Complaint

  Date:02/25/2023

  Type:Delivery Issues
  Status:

  ResolvedMore 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.

  Sun Country didn't deliver luggage including carseats. Their customer service plan says they'll deliver within 24 hours if it is delayed. We are in our sixth day without bags. They are now sitting in the destination airport and Sun Country keeps saying they'll be delivered and they haven't been. Tomorrow is Day 7 without carseats and luggage. Reservation# E7TLMG

  Business Response

  Date: 03/02/2023

  Sun Country,Inc. d/b/a Sun Country Airlines, appreciates the opportunity to address the issues expressed by our customer in the complaint filed with the **********************. We have contacted our customer directly and apologized for the inconvenience he experienced due to the mishandling of his bags and for the difficulties in receiving updates on the status of the delivery of his bags.
  
  Our customers bags were returned to him on February 28th. We have issued our customer a refund of his bag fees and a voucher as a gesture of apology. He will need to continue to work with our baggage team on reimbursement for interim expenses.
  
  We hope our customer will use the travel voucher so we may provide him with an experience that better reflects our commitment to providing the best value in air travel.

  Sincerely,

  Sun Country Airlines

  Customer Answer

  Date: 03/02/2023

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. While I do appreciate the refund of fees, it still took one whole week to deliver bags, including them sitting at destination airport for 3 days waiting for their delivery team to deliver them 15 minutes away. *******'s baggage **** has not responded to multiple requests, so having difficulty requesting reimbursment for expenses.