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:11/23/2022

  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 two round-trip tickets from *** to JAX on 8/23/22 through Travelocity.com. The Travelocity itinerary included a flight on American Airlines for a flight from *** to *** on 10/27/22. The return flight from JAX to MSP was on Sun Country on 10/31/22. Following my purchase through Travelocity, I received an email confirmation from Travelocity. A few minutes later, I received a confirmation from Sun Country. I did NOT receive any email from American Airlines, which led me to believe that something went wrong and that I somehow booked an additional flight on Sun Country.I contacted Sun Country to notify them that I did not want to purchase a flight from them as I already had a flight booked through Travelocity. I was informed that I would be refunded for my inadvertent purchase. At no point during that call, was I notified that I no longer had a return flight on Sun Country.When I showed up to check-in for my return flight on Sun Country from JAX to MSP, I was informed I had no tickets. It was determined that I was given a refund for the flight that I purchased through Travelocity the day I contacted Sun Country. I was then told that the only option to get me back to MSP was to purchase 2 tickets at full price of $977.20. I had no choice other than to make this purchase.Clearly, by showing up at that time, and on that same date, at the ********************, I was under the impression that I had tickets for this flight. Having purchased the tickets through Travelocity, and having never contacted them about this flight, I had no way of knowing that my flight was no longer active.Sun Country should NOT have sent me a confirmation email, as I did not book my flight through them. The confusion caused me to cancel my initial flight, and then cost me $977.20 because they cancelled their portion of the Travelocity purchase, without informing me that I would then have no return flight booked.

  Business Response

  Date: 11/28/2022

  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 advised we verified he called to cancel his reservation within 24 hours of booking. As this complied with our cancelation policy, he was fully refunded back to the original form of payment. When passengers book through a third party, it is their responsibility to advise their customers what to expect regarding receiving reservation notifications.  Our customer only provided one reservation code to the agent when he called to cancel. Since he did not provide a reservation code for the second reservation he thought he had, we had no way of knowing he did not have a return flight.
  
  Unfortunately, this situation does not warrant any compensation for rebooking his new flight as the reservation was canceled per our customers request.
  
  We thank our customer for his understanding and hope to welcome him aboard again soon.
  
  Sincerely,
  
  Sun Country Airlines

• Initial Complaint

  Date:10/23/2022

  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 06/28/2022 I flew Sun Country flight SY428 from *** to ***. *** Country lost one of two checked bags on the named flight. I flew to *********** to perform a concert and my concert clothing as well a musical gear were in the lost bag. Sun Country acknowledged the bag was lost and reimbursed me for short term expenses. They then sent me a claim form for me to itemize and submit proof of purchase receipts for my lost items. I did so and requested a settlement of $1,432.24 for these items. I have already re-purchased the majority of these items because they are essential to my work. I scanned and screenshot the receipts for the original purchases for as many items as possible, uploaded them to a dropbox link and then received an email notice from their baggage recovery claims specialist claiming that their "carrier coverage policy" only covered $79.04 of my claim which is obviously less than the cost of my suitcase, let alone its contents. Despite repeated calls and emails to Sun Country requesting an explanation or clarification, they are no longer responding to me. I have now sent a Letter of Demand via Certified Mail, a notice to the **** and am hoping that the BBB will be able to help assist me in obtaining fair compensation for my lost items. I have attached the Letter of Demand which has been sent to them, for additional details and clarification. Thanks in advance for your help!

  Business Response

  Date: 10/28/2022

  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 apologize for the inconvenience caused by the mishandling of his bag and the difficulties he encountered trying to resolve the matter. His comments have been passed along to our Central Baggage manager for internal review.
  
  We have refunded his bag fees. Our baggage team will continue to communicate with our customer regarding the reimbursement details of his interim and loss 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: 10/28/2022

   I am rejecting this response because:
  Sun Country has not made any offers to mitigate my complaint nor provided any requested evidence (a copy of the carrier coverage policy AND in itemized list of the articles lost denoting which specific items were accepted/rejected and the settlement amount for each article. Again, when Ive requested specific information from Sun Country to obtain this information and fair compensation for my lost luggage and its contents, Sun Country refuses to provide this specific information or appropriate compensation. If this information is not forthcoming after receipt of this complaint I will have no other choice than to begin legal action against Sun Country and its subsidiaries.
  
  

  Business Response

  Date: 11/04/2022

  Sun Country,Inc. d/b/a Sun Country Airlines, appreciates the opportunity to further address our customers concerns.  All our customers interim expenses were reimbursed in full. The lost Items that were reimbursed were depreciated at 20%for the first year and 10% each additional year. Our customer was provided a link to our Contract of Carriage which explains what items are not covered. Our customer had many musical items, electronics and high value items with no receipt that are not covered under the Contract of Carriage.
  
  We thank our customer for his patience in resolving this matter and hope to welcome him aboard again soon.
  
  Sincerely,
  
  Sun Country Airlines

• Initial Complaint

  Date:10/10/2022

  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 booked a ticket with Sun Country on September 11, 2021 due to Covid, I had to cancel my flight. Havent been able to travel due to financial issue. I called them to explain my situation that I havent been working due to sickness from Covid but was told they cant extend my credit. Im not sure how multi billion dollar companies can steal people money for something thats out if my control.

  Business Response

  Date: 10/14/2022

  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 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 and are listed on our website. We also verified she was advised of the expiration date when she cancelled the reservation over the phone with a reservations agent.  The expiration date is also printed on the voucher.
  
  Since she did not use the travel voucher to book a future reservation before the expiration date, the credit 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 travel vouchers for any reason.
  
  We thank our customer for her understanding and hope to welcome her aboard again soon.
  
  Sincerely,
  
  Sun Country Airlines
  

• Initial Complaint

  Date:10/03/2022

  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.

  We purchased flights to ******* for April 2020 for 4 people and a lap child. SC cancelled the flights due to the pandemic and offered a voucher. We had to use the voucher by Feb 2021. With prices so high we only purchased 2 tickets and used the voucher, plus some. SC cancelled that flight as well. We were given a voucher. With prices so high we we only purchased 1 ticket and used the voucher. I called to change my ticket because it is for *************** in November that was just hit by a hurricane. I was told I can't add to the reservation and would have to purchase additional tickets for the rest of my family. I have already lost about ****** due to not receiving a full voucher each time. Instead of rebooking on this airline that has already scammed us out of money, I want future customers to know that this airline prays on people who do the right thing and use vouchers when they are told to - only to get more money out of them when they use the voucher to pay for seats and baggage that don't follow the actual voucher if they have to re-book. STAY AWAY from this airline that randomly cancels flights and/or removes locations from their seasonal calendar with no notice and jacks up prices because they know people will have to re-book after a canceled flight. I have NEVER had this experience with an airline. It is sad that they are still doing this to people. I feel bad for their customer service reps as they probably have to listen to people complain all day long. We are essentially out $753.20 (the original price) as I won't invest another dime. It's completely ridiculous. I want a full refund but I doubt this complaint will actually be taken seriously as I'm 1 of thousands with the same story!

  Business Response

  Date: 10/06/2022

  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 advised that Sun ******************** tickets are non-refundable, and the terms and conditions were agreed to at the time of purchase.  
  
  A review of her reservation history shows the first reservation was cancelled online in March 2020, and a credit for the full value of the reservation was issued, less the non-refundable insurance fees. That credit was used to purchase her second reservation for travel to ******* in November 2021. In September of 2021, she voluntarily changed the dates of travel to May 2022. The new flights were less expensive so a credit voucher in the amount of $244.00 was issued for the airfare difference. That voucher was never used and expired on April 29th, 2022. On April 9th, 2022, the new flights were cancelled by Sun Country. A refund to the original form of payment for the remaining balance on the reservation was issued. Since the reservation was paid with a credit, the refund was in the form of a credit. That credit was used to purchase her current reservation for travel to ************** in November.
  
  Since the credit used to purchase the current reservation has expired, changes to the dates and destination can be made. If she cancels the reservation, the funds will be forfeited. Name changes are not allowed on any reservation.
  
  We thank our customer for choosing Sun ******************** and look forward to welcoming her aboard.
  
  Sincerely,
  
  Sun Country Airlines
  

  Customer Answer

  Date: 10/06/2022

   I am rejecting this response because:
  
  Flight credits are worthless when they continue to cancel flights and hike prices and remove seasonal travel dates at will with no opportunity for customers to actually purchase flights before vouchers and/or credits expire.  Horrible business that took advantage of those whose travel was canceled during the pandemic. They should have offered full cash refunds, not worthless credits/vouchers.

• Initial Complaint

  Date:09/30/2022

  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 had booked a flight in Nov for my husband to join me on Sanibel Island, ** during my 6 week stay. Hurricane Ian ******** 4 hurricane has decimated the bridge, preventing any travel to the island, and the rental place where we would stay.I called to cancel the flight, which I had rebooked on the phone using a voucher asking for the same level of service, change fees, etc. I was told that we could cancel by paying $39, AND maintaining a voucher for a future flight. This is terrible service in a time of crisis and devastation. I think at minimum a refund of all funds is in order.

  Business Response

  Date: 10/05/2022

  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 advised that Sun ******************** tickets are non-refundable, and the terms and conditions were agreed to at the time of purchase. As a courtesy,we have waived the $39.00 change fees and returned the funds to the voucher that was used as payment on the reservation. The voucher is transferrable and can be used for travel to any Sun Country destination.
  
  We thank our customer for choosing Sun ******************** and look forward to welcoming her and her husband aboard again soon.
  
  Sincerely,
  
  Sun Country Airlines

• Initial Complaint

  Date:09/26/2022

  Type:Service or Repair 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.

  Wed 9/21, I arrived at the *** Airport early. I checked in with my bag. The ticket agent assisting me garbled his words. I asked him to repeat himself multiple times. I wasn't told the gate to depart from, but found it on the Flt departure list. The flight itself was fine. When I arrived in *** at 11:25 am, I went to baggage claim with the others. I was the only one left without a bag. I saw an employee & said my bag didn't arrive. He got me a form to fill out. My Airport Driver patiently waited while I filled it out. The employee didn't know what would happen next. So on my way home from the airport, I called the number on the form to find out when I might get my luggage. As it turned out, the employee gave me the wrong form. It was for damaged bags. The lady on the phone helped file the right claim. I headed home not knowing where my bag was, which was CONCERNING as I had refrigerated meds carefully packed in my suitcase, along with expensive products for post care after my FRI procedure. I called again on Thurs. I was told that my bag went to *** & would have to go back to *** before being sent to ***. She said someone would call once it arrived. I spent hours emailing & calling to get someone to listen about the URGENTLY NEEDED refrigerated/other items in my bag. All had a 'NO can Do/Don't care' attitude, except **** who tried to help but in vain. I got a call FRI 9/23 at 6:30 pm saying my bag was in ***. I asked when it could be delivered. He said it could be 2-3 *********** BEST TO PICK IT UP! I said I had no car (I am 45 mins away) but would pay a driver to get it. He said I needed to make an appt to ensure someone was ********** would have his supervisor call. I NEVER got a call! I called & emailed hrs again over the weekend. No luck! I just got a text today, MON, 3pm saying I should get my bag tonight. We'll see. I spent repeat money on products needed for postcare. I want REIMBURSED! I am BEYOND frustrated/disappointed re the incompetence & lack of care

  Business Response

  Date: 09/27/2022

  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 apologize for the inconvenience caused by the mishandling of her bag and the difficulties she encountered trying to resolve the matter. Her comments have been passed along to our Central Baggage Manager for internal review.
  
  We have refunded her bag fees. Our baggage team will continue to work with our customer regarding reimbursement of her interim expenses that are covered 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: 09/28/2022

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me provided that I am reimbursed $154.91 for replacement expenses incurred. Since it is difficult to compensate for my time & frustration re the incompetence incurred, I hope you will at least talk with the *** Supervisor who did not call me back, which resulted in an additional 4 day delay in the return of my bag.  Given the news that it would take 2-3 days to deliver my bag to me, I told *** to tell the supervisor that I was willing to pay a driver  (since I had no car) to pick up my bag. If the supervisor would have cared enough to call & schedule a pick up time, much of this debacle could have been prevented. It has occurred to me that the supervisor may have scheduled (on Friday) my bag to be delivered the following Monday (it arrived Tues at 2:30 am) without so much as a courtesy call to me.. This supervisor is the one who needs to apologize for not contacting me. I felt as if my bag was being held hostage and I was not able to retrieve it. I hope that you will keep this failure to communicate from happening to others. Also, there was damage to my new luggage.  I plan to get it repaired for $25, which is included in the above amount. I have supporting pictures of the damage to my bag & proof of item purchases. This will be a satisfactory resolution when I am contacted and reimbursed as stated above. Your Manager **** is most helpful in starting to rebuild my trust in your airline. Thank you.

• Initial Complaint

  Date:08/18/2022

  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.

  My husband and I were booked on a flight from Cozumel to *** on Sunday July 17th at :320pm. We were also traveling with 4 other people. We checked into our flight online Saturday July16th but were told we have to get our boarding pass at the airport. We arrived at the airport at approximately 2:05pm on the 17th. When we arrived there was not one at the Sun Country counter and after much work were able to get a South west rep to go out to the gate and find someone. They said they would not come back in and we would have to book another flight. They did not fly out again until the following Thursday and since we have children at home and had to be at work, that did not work for us. We had to get a hotel for the night and book a flight from ****** the next morning. The flight from ****** to DFW was $1500. I have asked Sun Country for a refund as well as some sort of compensation for our additional costs. The other 4 people in our party have received a credit for flight back to their credit cards but I am being told that I can only get flight vouchers for a portion of the fee I paid for flights. I will never fly Sun Country again so a flight voucher really does me no good.Please let me know if there is anything you can do to help.

  Business Response

  Date: 08/19/2022

  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 difficulties as she described in Cozumel.
  
  We advised our customer that all passengers need to be checked-in for international flights at least 60 minutes prior to departure. While she had partially checked in online, in order to be fully checked in for an international flight, all travel documents must be scanned and verified at the ticket counter.  All transactions performed at the airport are timestamped and the documented check-in history shows the ticket counter did not close until 58 minutes prior to departure. The ticket counter agents at our destination stations do go to the gate after check-in in closed to assist with the boarding process. Once a flight is closed for check-in, it cannot be re-opened for any reason.
  
  As a courtesy for not having timely assistance with rebooking options, we have waived the fees and issued a refund of our customers unused ticket and ancillary fees to the original form of payment. 
  
  We thank our customer for her feedback and hope to welcome her aboard again soon.
  
  Sincerely,
  
  Sun Country Airlines

• Initial Complaint

  Date:08/16/2022

  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 May 16th I purchased flight tickets and booked a rental car through a bundle from Sun Country airlines. On June 16th after waiting 1 1/2 hours in line for my pre paid rental car, I was denied my rental car. The agent stated that since I did not have the same card I paid with and that my debit card had my maiden name on it that the could not rent me the car. The car was already paid for and they just needed a card for incidentals. My license showed the same name as my rental and I showed them my papers for my license name change. I also face timed my husband who had my passport and marriage license ready to show. The agent refused to get the manager for me and offered no solutions for leaving me stranded with my son in the airport. She told me to go figure it out and that she'd only hold the car for 15 minutes. All the car rental places were out of cars, including budget and there were many people looking to find cars to rent. I finally found a place to rent to me and they had not problem with my accepting my payment. I had to spend another almost $500 to rent a car, but my son had a lacrosse game and we had equipment we needed a car to transport. I told the agent at budget that we found another company to help me and that she could rent my car to someone in the still very long line. I attempted all day to call sun country and budget to tell them the situation. Budget would not help me as I booked through Sun Country. After many times of no one answering the line for Sun country I finally was able to talk to someone at sun country. They told be nothing could be done until I completed travel. So, I called as soon as I got home. They escalated my complaint to management but all I got was a email reply stating that Sun Country pre-paid car reservations are nonrefundable but are changeable, up to two (2) days prior to the flight's departure. Once you are within two days, no cancellations or changes are permitted. I did not want to cancel or change anything.

  Business Response

  Date: 08/18/2022

  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 were disheartened to learn of the difficulties she described with Budget car rental.
  

  Sun Country pre-paid car reservations are nonrefundable but are changeable, up to two (2) days prior to the flight's departure. Once customers are within two days, no cancellations or changes are permitted. These terms and conditions are detailed at the time of purchase for every reservation. The acceptable form of identification that must be presented at the time of pick-up is part of the terms and conditions the customer agreed to.
  
  As these terms are set by the rental car companies, we are not permitted to make exceptions to these policies and are unable to offer any compensation for the car rental.
  
  We appreciate our customers understanding and hope to welcome her aboard again soon.

  Sincerely,

  Sun Country Airlines 

  
  

• Initial Complaint

  Date:08/15/2022

  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 8/5/2022 (reservation code S5UQQP) I was scheduled to fly from *** to ***. As I boarded my flight and attempted to take my seat I was told by a flight attendant that they needed to move my seat for a handicapped individual. This was the first I was hearing about my seat no longer being available(was booked 2 weeks prior.) So as I stood in the Isle at 2A my reserved seat I was told I needed to sit in row 27F. I moved down to 27F sat down, then was told that those seats were also taken could I move to row 14 exit row...Meanwhile blocking people trying to get on. Moved to row 14. Two people already sitting but middle seat customer was extremely uncomfortable as he had thought the seat next to him would be vacant. The plane was packed to the brim. Very unsafe, uncomfortable, and extremely unprofessional in the way this was handled. If handicapped individual needed an extra seat they should have paid for it up front. However, when I booked my seat there was nobody in row 2 at all.I should have been given a full refund before plane boarded and been notified of this change. I want a refund for this flight and I never should have been put through further hassle having to sit on the phone for an hour waiting for customer service only to be told a supervisor will call back Monday. I flew on a Friday and was told a supervisor will call Monday. No specific time. Just Monday. Missed the call, they didnt leave a message, call back direct line, nothing!!!! So here i am 10 days later after my business trip once again trying to get my money back for a horrible flight. There are many airlines out there and if SunCountry continues to treat longtime customers with such disrespect and disregard then I'm sure Delta will be getting my business in the future. Asking for full refund.

  Business Response

  Date: 08/22/2022

  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 thanked her for her willingness to change seats to accommodate a fellow passenger with special needs.
  
  We are sorry for her disappointment with how this matter was handled and have passed her comments on to the appropriate management teams. We have refunded her seat fee and issued a voucher as a thank you. No additional compensation will be provided.
  
  We thank our customer for her feedback and hope to welcome her aboard again soon.
  
  Sincerely,
  
  Sun Country Airlines

  Customer Answer

  Date: 08/22/2022

   I am rejecting this response because: You have not refunded the cost of my flight...........,..Giving me back the $50.00 I paid for my seat is a complete joke!!!!. Had I been properly notified of a seat change, I would have flown on Delta. This is completely unacceptable from an airline that obviously does not take customer complaints seriously. Notifying a paying customer while I stand in a row of onboarding people is not considered notification. Completely embarrassing to myself and the handicapped individual who now blocked my seat. A FULL REFUND of my flight is the only satisfactory solution I'll accept. And if if ********* thinks that BBB is where this ends they are in for a rude awakening as I will next contact the board of directors and I will continue until this is resolved in the proper fashion.
  
  
  

  Business Response

  Date: 08/26/2022

  Sun Country, **** d/b/a Sun Country Airlines, appreciates the opportunity to further address the issues expressed by our customer in the complaint filed with the **********************.  
  
  While we are sorry for her disappointment in how this matter was handled, no additional compensation besides the voucher and the refund for the seat fees will be provided. Both flights on her reservation were flown.
  
  We thank our customer for her understanding.
  

  Sincerely,
  

  Sun Country Airlines

  Customer Answer

  Date: 08/30/2022

   I am rejecting this response because: This is a response I expect from a second rate airline that does not respect its customers. Basically you gave me nothing(as I paid $50.00 for my seat which was given to someone else without me being notified) From now on I will make a point of flying Delta and any other airline and I will be sure to announce to all my contacts that SunCountry is not a trusted or reputable airline. That you don't stick to paid seat assignments and displace someone for a chance to sell two seats over one. As that is what you did in this instance. You've lost a valuable customer and I plan to make sure I spread the word of how you treat people. 
  
  
  

• Initial Complaint

  Date:08/11/2022

  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 am looking to get a response from Sun Country to use a few vouchers which were issued to me. In June 2022, I booked a trip from *** to ***. My flight canceled and I was issued some vouchers. I have not been able to redeem them online and have filed several forms on their website. I have tried calling several times and found myself waiting for 3 hours at a time. Even when I select the call back option, I do not get a call back. It is unethical that Sun Country would treat me this way. I am a very patient and understanding person. The vouchers will be expiring soon. I feel that this may be their tactic to not loose money.

  Business Response

  Date: 08/16/2022

  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 apologize for the difficulties she encountered trying to reach us. We have contacted our customer directly and advised the vouchers that were issued are name specific and non-transferrable.The vouchers can only be used by the person whose name is on the voucher.
  
  We appreciate the opportunity to review this matter and hope to welcome our customer aboard a future Sun ******************** flight.
  
  Sincerely,
  
  Sun Country Airlines