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:02/21/2023

  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.

  Hello,Just wanted to report a greed scheme Sun Country has done to get more money. I booked a flight one month ago to ************ that leaves MSP on the February 22nd at 3:45 and returns on February 26th that returns on 1:45. Today on February 21st, Sun Country informed me that the flight has been canceled for maintenance. I called them and they offered me to rebook on another Sun Country plane leaving at the exact same times. The total extra charges comes to $249 for two passengers above and beyond my original booking price I already paid. This is just plain greed making me rebook on the same flight and charging me a rebooking fee plus the difference in the ticket price since it has gone up.

  Business Response

  Date: 02/24/2023

  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 contacted our customer directly and advised that he did not call Sun Country, but a third party agency that claimed to support Sun Countrys reservation department. He advised us he googled Sun Country and selected a phone number that was listed on the search page. Sun Country does not have a toll free ***** or ***** number and we do not have third party agencies that support our Reservations Department.
  
  His flight was canceled for weather reasons, not maintenance. We refunded his tickets in full and advised him to dispute the charges he paid to the third-party agency. We have reported this information to our Cyber fraud team.
  
  We thank our customer for selecting Sun ******************** and hope to welcome him aboard again soon.
  
  Sincerely,
  
  Sun Country Airlines

• Initial Complaint

  Date:02/18/2023

  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.

  I purchased a ticket on February 16th to fly April 13, 2023 from ***********, ** to ******, **. Price $150.90. I went through the steps to cancel this ticket within 30 minutes of purchasing it. It said the trip was cancelled on my cellphone screen. I didn't get an email, so I did the steps again, still no email. I thought it would have come the next day, but it didn't. I called Suncountry at 6 AM on February 17th and they said I did NOT cancel the trip. They said I could not get a refund. Incidently, I canceled an American Airline ticket successfully at the same time. I would like a refund. If the wish to keep $40 for their trouble, I can absorb this. I should have taken a screenshot, but I don't remember how to do that.

  Business Response

  Date: 02/21/2023

  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 ******************** will allow a customer to cancel a flight-only reservation made directly with Sun Country Airlines without penalty for up to 24 hours from the time of making the initial reservation provided the reservation is made seven or more days (168 hours) prior to a flights departure.
  
  A review of her reservation shows it was booked online on February 15th at 7:22pm. The itinerary was sent to the email address listed in the reservation. All activity made to a reservation is documented and time stamped as history entries within the reservation. There are no history entries for this reservation. If an attempt to cancel the reservation was made,it would show up in the reservation history. There was also no attempt to contact us by phone until three days later on February 18th. Since the reservation was not canceled within 24 hours of booking, a refund will be in the form of a travel voucher less any applicable change fees should she choose to cancel it.
  
  We thank our customer for selecting Sun ******************** and hope to welcome her aboard in April.
  
  Sincerely,
  
  Sun Country Airlines

  Customer Answer

  Date: 02/22/2023

   I am rejecting this response because:
  When I cancelled the Sun Country flight on my cellphone, my screen said that the flight was cancelled.  I was waiting for an email that indicated that the flight was cancelled.  To make sure the ticket was cancelled, i went through the steps twice. At the same time, I cancelled an American Airlines flight ticket for the return leg of my flight.  That went through without incident.  Because of this, I believe Sun Country had something going on with their system on their end. 
  

  Business Response

  Date: 02/24/2023

  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 **********************.  There was no activity in her reservation after it was booked. Had she even opened up the reservation, it would be noted in the history. Had she contacted us by phone when she did not get the cancelation email and within 24 hours of booking, we could have canceled the reservation for her and issued a refund. She did not contact us until 3 days later. Therefore, we are unable to issue a refund to her credit card.  
  
  Sincerely,
  
  Sun Country Airlines

• Initial Complaint

  Date:01/31/2023

  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.

  Hi, I am a frequent Sun country flying patron. My most recent purchase was flight SY573 from ***********, ** on 1/19/23 to ******, MX. I was seated in 2C. My great concern at this time is that there was a very large party of approximately 30+ people all traveling together that were quite inebriated upon getting on this flight. They brought alcohol with them and consumed it during the flight, along with some purchased alcoholic beverages. The passengers in this party were seated all throughout the plane. Several of these folks spent the entire many hour flight, screaming back-and-forth to each other over the crowd. In fact, one particular family member was in seat 1B and stood on her seat throughout the majority of the flight, screaming to family members at the back of the flight. She was obviously intoxicated, but was allowed to continue to drink. In fact, was served by the flight personnel. I have never been on a flight, where someone was allowed to scream for several hours, without once being asked to sit down and/or settle down. She was leaning so far over the back of her seat, that she was actually spitting in our faces with her screaming! Those of us who were not in that group of people, were needless to say, extremely happy to get off that flight. I wouldve assumed this was a one time thing, and it wouldnt have spent time writing Sun Country or this complaint, if it had just happened one time. However, I returned home on flight SY574 and extremely unfortunately the screaming was on that return flight. Also, the woman who stood in her seat on the flight down, sat directly next to me and I was in seat 3D. This woman again brought alcohol with her and drank it on the flight. She was inebriated upon getting on the plane and told the passengers around her seat that she was going to drink whatever the **** she wanted and no-one was going to stop her. And, they not only did not stop her drinking, they gave her more! I paid to be screamed at for several hours!

  Business Response

  Date: 02/09/2023

  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 situations on board her flights as she described. Needless to say, it is always disappointing to hear that a passengers behavior detracted from the enjoyment of another passengers flight.Unfortunately, we have no way of anticipating the situation she described. Just like other airlines, we are a provider of public transportation Her comments have been documented and sent to our ******************* team for internal review with the flight crew. 
  
  We thank our customer for her feedback and hope to welcome her aboard again soon.
  
  Sincerely,
  
  Sun Country Airlines

• Initial Complaint

  Date:01/30/2023

  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.

  Very disappointed with suncountry! I booked a flight and it says full refund within 24 hours I called and spoke with a guy who I had to repeat a lot of info about the flight but he said it's a voucher I said no it's within 24 hours. I eve tried online which stated within 24 hours and still it's a voucher. As I write this I'm 15 minutes away from 24 hours!

  Business Response

  Date: 02/07/2023

  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 provided details of her reservation and call history with us.
  
  Our customers reservation was booked online on January 29th at 9:01am CST. Our call history for the phone number listed in her reservation and complaint shows she called at 8:36am on January 30th and waited 2 minutes, 36 seconds before ending the call. A second call was made at 8:44am and waited 1 minute 34 seconds before ending the call. Unless she called from a different number, no contact was made prior to the 24-hour cancelation period. A third call was made at 1:00pm where she did speak with an agent. She advised the agent she spoke to a male agent who denied her request to cancel for a refund. As a courtesy, the agent offered to still honor the 24-hour cancelation policy and advised she would cancel the reservation and issue a refund to the credit card. At that time, our customer was unsure she still wanted to cancel and asked the agent to call her back in 1 hour. The agent agreed, called her back, but was connected to her voicemail and ended the call.
  
  At this time, if she chooses to cancel the reservation, a refund in the form of a travel voucher will be issued minus the $79.00 change fee.
  
  
  We thank our customer for selecting Sun ******************** and hope to welcome her aboard next week.
  
  Sincerely,
  
  Sun Country Airlines

• Initial Complaint

  Date:01/24/2023

  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.

  I scheduled a trip to ********* with my wife and purchased insurance that would reimburse me should we need to cancel. Unfortunately my wife became ill prior to the trip and ended up in the emergency room. I filed the necessary paperwork and was assigned a claim number UC8109702708 - *************************************. Our email contacts went on for sometime with us providing everything including information by our hospital. Sun Country reimbursed us for half and left the balance up to **** I never received a reimbursement nor an explanation on why we didn't qualify for a refund. After this ordeal I vowed never to pay for trip insurance. I am convinced that *** tries everything they can to avoid paying a claim. To this day I still have not heard from them. Frustrated. *** Country should discontinue their relationship with *** and select a more honorable insurance company. cf

  Business Response

  Date: 01/27/2023

  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 thanked him for his feedback.
  
  We advised our customer that Sun ********************* website provides a link to Travel Guards travel insurance policy information. The informational document provides details on what is and is not covered under the policy so customers can make an informed decision prior to purchase. Travel Guards phone number is also listed on the document so customers can contact them if they have any questions. We encourage our customer to continue to reach out to Travel Guard for answers to his claim.
  
  Sun Country also offers the option to purchase a change fee waiver at the time of booking. This waiver allows customers to make a one-time change to their reservation without incurring any change fees should unexpected circumstances arise.
  
  We thank our customer for selecting Sun ******************** and hope to welcome him aboard again soon.
  
  Sincerely,
  
  Sun Country Airlines

  Customer Answer

  Date: 01/27/2023

   I am rejecting this response because:  I am powerless against the insurance company and am expecting Sun Country to reach out to their vendor to resolve my complaint.  *******
  
  
  

  Business Response

  Date: 02/01/2023

  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 Country will provide Travel Guard any information as requested to help resolve the claim. We are unable to make Travel Guard alter how they process their claims or make any exceptions to the terms and conditions that were agreed to at the time the insurance was purchased.
  
  We hope our customer is able to resolve his claim with Travel Guard and to welcome him aboard again soon.
  
  Sincerely,
  
  Sun Country Airlines

  Customer Answer

  Date: 02/01/2023

   I am rejecting this response because:
  Just a simple observation of how this was handled.  Sun Country contracts with an insurance company, offers their services on their site but has no interest in intervening on behalf of one of their customers that was poorly treated.  Obviously there is no need to continue any effort on my part to receive any satisfaction from either Sun Country or their insurance carrier.  Satisfied...NO.  Finished with my effort to get reimbursed....YES.  

  BBB:  This should be a poor to failing grade on the record of Sun Country.  Customers again are powerless in getting anyone's attention to do the right thing.  

  
  

• Initial Complaint

  Date:01/14/2023

  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.

  Booked flight online and printed confirmation number. Arrived at airport on time and was told our reservation was canceled online and voucher was sent, this was not possible. After hour delay manager demanded payment of 900+ to rebook and all premium seats were changed to cheap seats. We had to run to board plane. Absolute fraud. Airline error I am requesting a full refund of *******

  Business Response

  Date: 01/19/2023

  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 provided him the historical information regarding his reservation.
  
  We confirmed with our customer when it was booked and verified that it was canceled online the night before the date of travel. Two emails were sent to him at the time of cancelation one with the cancelation verification and the other with the voucher code for the reservation credit.
  
  While Sun Country was not responsible for canceling his reservation, as a courtesy,we waived the change fees applied to the original reservation in the amount of $632.00 and applied them toward the additional funds he paid for the new reservation. He will receive a refund for those funds back to his **** within 7 business days.
  
  We thank our customer for selecting Sun ******************** and hope to welcome him aboard again soon.
  
  Sincerely,
  
  Sun Country Airlines

• Initial Complaint

  Date:01/12/2023

  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.

  Waited THREE hours for luggage!Sun Country Airlines Flight 606 departing from *** to *** January 11, 2023 Baggage for this flight was delivered to the incorrect Baggage Claim area. It was supposed to be unloaded at Baggage claim D but it was unloaded at Baggage claim B.Baggage claim B was an international area so our bags had to go thru customs and could not be transferred to Baggage claim D until all passengers from an international flight (that had landed during this time) cleared out. Our bags were literally in the next room on the other side of the wall.I waited THREE hours to get my luggage with no clear explanation and without a sincere apology.

  Business Response

  Date: 01/17/2023

  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 customer directly and apologized for the inconvenience caused by the delay in receiving her checked bag. As a gesture of apology, we have issued her a travel voucher.
  
  We appreciate our customers patience and hope to welcome her aboard again soon.
  
  Sincerely,
  
  Sun Country Airlines

  Customer Answer

  Date: 02/01/2023

   I am rejecting this response because:
  
  

  No voucher has been sent yet.

   

  
  

  Business Response

  Date: 02/01/2023

  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 apologize for the delay in receiving the voucher information. It was issued on January 13th,but the email address in her reservation that was entered by the travel agency was incorrect. Earlier today we provided our customer with the voucher information.
  
  Sincerely,
  
  Sun Country Airlines

• Initial Complaint

  Date:01/06/2023

  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.

  2/23/22, husband and I checked into our flight and paid seats/baggage to depart on 2/24/22, flight U3Q1JV at 9:00 pm. 2/24, at 12:41 pm emailed flight was canceled, no explanation, later learned due to crew. No directions on email. Sun Country returned our call 3 hours later. Spent more than 3 hours in car rearranging flight and place to stay. Filed Inquiry #********, as recommended by employee for reimbursement. ** (Employee) told us we would be reimbursed as others on this flight were provided vouchers for hotel that tried to check-in. She said we should have come to airport. ** personally handled the vouchers was my impression. ** bragged she was a long-term employee for many years. *** Country denies anyone received compensation, but why would their happy ** offer so much information or lie? Sun Country has yet to talk to ** to my knowledge. This ** wrote on a piece of paper on how submit for reimbursement. I took a picture of it as ** wanted to keep it to share with others that check in after us. I sent the picture to Sun Country. They do not believe I was told this and I wrote it out, that I am a liar. The word reimbursement was misspelled by employee on it. The ** asked ****** how to spell reimbursement and still wrote it wrong. It was not me. *** Country denied others were reimbursed and said I lie. Are vouchers tracked and same as compensation? There has been no further reply after I have asked for a review to speak to Check-In **. 2/24/24, first concern filed and 3/11/24 with more details with reimbursement request. Phone conversation with ***** and said she would check. 4/7, denied. 4/8, I requested manager review. 4/15, response was no one received compensation. 4/25, Again asked for manager review. 4/29, Lead denied, and Regional Director will review. 5/1, I acknowledged/asked for some type of compensation. 12/5/22, sent inquiry. No reply.Loss: $321.11 for extended rental car $81.96, hotel $180.47, and meals $58.68. I also lost a day of work.

  Business Response

  Date: 01/11/2023

  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 disruption to her travel plans.
  
  Regrettably, Sun Country was forced to cancel our customers flight between ***** and *********** on February 24th.  We know that interruptions to travel plans are unwelcome,and we make every effort to complete every flight as scheduled. As we were able to confirm her on a flight the next day, no compensation was provided.   
  
  While we regret the disruption in service she encountered, *** Country does not reimburse for personal expenses resulting from a delayed or canceled flight. We apologize for any misunderstanding regarding compensation and have passed along her concerns regarding the poor communication to our Regional Director to prevent a recurrence.
  
  The flight disruption she experienced is not what she should expect from Sun Country. We hope to welcome her aboard a future flight.
  
  Sincerely,
  
  Sun Country Airlines

• Initial Complaint

  Date:12/16/2022

  Type:Sales and Advertising 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.

  Had a Flight from *********** ** to ********* ** airport on 12/2/2022 on Flight# *** on Sun Country airlines. I had a bag that was used once which was a 2 piece Samsonite Bag Black in color of which I purchased in September of 2021 for ******. Upon arrived in ** my bag was destroyed and demolished of which I had to purchase a new bag at ******* and pay a Lyft driver even more money to wait for me, as he was driving myself and two others to ******************. The new luggage I purchased was ***** and complete cheap c*** but I had no choice as needed new bag. Before this I filled out claim ticket in ** and agent took pictures of bag. I emptied out my suitcase that was damaged and threw it away at hotel. When it was time to leave we left ******** ** Airport and agents again reassured me it would be handled. When got back to ** I got email from Sun Country asking for photos and other information of which I provided. Few days went bay and got same email again, this seems like stall tactic and like sun country playing games. I want ****** the original purchase price of my old bag and als0 ***** for the bag I had to buy I didn't want to buy but had to. The total I want refunded is $ ****** Please see attached receipt for new bag didn't want but had no choice and also my destroyed bag.

  Business Response

  Date: 12/22/2022

  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 caused by the mishandling of his bag and the difficulties he encountered trying to resolve this matter.
  
  Claims are handled in the order they are received. Regrettably, we have been experiencing a higher-than-normal number of claims. We have verified his claim in in the queue to be processed. We appreciate his patience as our Central Baggage team works to complete his claim.
  
  We thank our customer for his understanding and hope to welcome him aboard again soon.
  
  Sincerely,
  
  Sun Country Airlines

  Customer Answer

  Date: 12/22/2022

   I am rejecting this response because:
  
  dragging their feet and taking their sweet time. try again

  Business Response

  Date: 12/30/2022

  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 thank our customer for his patience. Our Baggage team works hard to process all claims as quickly as possible. Occasionally, baggage claims can take longer to process during peak travel seasons, weather events, and other circumstances.
  
  We thank our customer for his understanding and hope to welcome him aboard again soon.
  
  Sincerely,
  
  Sun Country Airlines

• Initial Complaint

  Date:11/23/2022

  Type:Product 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.

  my frequent flier miles are missing. I had over ******* and now have around ******. I would like them returned to me. The miles were tied to my credit card and i earned them and want to use them on an upcoming trip. Where are they?

  Business Response

  Date: 11/29/2022

  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 provided him details of how his points were redeemed since 2018.
  
  We hope to welcome our customer aboard again soon.

  Sincerely,

  Sun Country Airlines

  Customer Answer

  Date: 11/29/2022

   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.