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:08/10/2022

  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 flew sun country round trip and returned to MN 6/27/2022. Upon arrival my checked luggage was damaged. This luggage is very special to me as it was gifted by a friend who has now passed. I filed a report at the baggage department. Ive been going back and fourth with ******* in the baggage department since June. I provided all information that was requested of me. ******* stated she attempted to call the repair specialist that she found on ****** and could not verify information. I informed ******* this was not the correct repair specialist and she needed to refer to the letter I provided. ******* stated she attempted to call the specialist however, specialist has not received a call or a voicemail from anyone. ******* stated she would email the specialist and the specialist has not received an email from anyone. ******* is very rude and needs to improve customer service. I called back with repair specialist on the line and specialist was not happy as ******* implied she is not qualified to repair the luggage. I requested to speak with a supervisor and ******* ended the call. The luggage is not repairable. Carry on was ripped at the corner edge. It was ripped hard which resulted in the fabric ripping all the way through the inside of the carry on. The blue fabric located on inside of luggage is very thin and there is not enough fabric to sew the damage together on the corner of the bag. *** provided a letter from repair specialist stating this and on 8/10/22 ******** informed me that by 8/11/22 I need to take the luggage to someone who can repair the bag because it is repairable? This is horrible customer service and I want full compensation for my damaged luggage.

  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 apologize for the mishandling of her bag. The manager of our central baggage department has reviewed the damage and based on similar cases, confirms this type of tear of the fabric near the zipper is repairable.
  
  We have advised our customer the repairs need to be done by a company like Luggage World or a shoe repair shop, who specialize in this type of sewing. If our customer can provide a document from a place that specializes in luggage repair, we can reopen the claim for further review.
  
  We thank our customer for her understanding and hope to welcome her aboard again soon.

  Sincerely,

  Sun Country Airlines

• Initial Complaint

  Date:08/08/2022

  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've submitted online requests for reimbursement of meal expenses and travel expenses when my flight was diverted due to mechanical issues. The flight was *** to LAS on May 1, 2022, however we diverted to SLC - an airport which SunCounty has no personnel, no gates, nothing. The diversion and delay resulted in a missed shuttle from LAS to Saint ******, meal costs incurred, and additional costs for needing to re-book on another airline. I've received no response to my inquiry, except for an email which states I should get a response in 30 days. It's now three months later - there is no way for a consumer to call for follow-up or track an inquiry online. It just goes into a void.Original request sent 5/11/2022 Auto-response from SunCountry: Sun Country Airlines Inquiry #******** ref:_00D30oD6t._5004V1F9wno:ref Hi ****,Thank you for taking the time to write to us. We are always listening, and your inquiry is important to us. Usually, youll hear from us long before 30 days. Due to high volume, we are currently experiencing longer response times than normal. We appreciate your understanding as we work to respond to all inquiries. For help during your trip, or with future travel plans, please reach out to our Reservations team at ************ or use the MyTrips tool at suncountry.com.Please do not reply to this email, as this inbox is not monitored. We will be in contact with you soon regarding your inquiry. Sincerely, Sun Country *************

  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 have followed up with our customer on 8/11 and advised we responded to her initial inquiry on 6/14, and sent her a copy of that email. Our customer has since provided the necessary documents for reimbursement. Once it is approved by accounting, she will be notified by our customer care team of the payment details.
  
  We appreciate the opportunity to review this matter and hope to welcome our customer aboard again soon.
  
  Sincerely,
  
  Sun Country Airlines

• Initial Complaint

  Date:08/04/2022

  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 6/19/22 My 3 children and my flight was delayed 21 hours. Sun Country customer service at the ticketing counter verbally told me, when they handed me my hotel voucher, that we will get compensated $32 per person, per meal. They said $32 for dinner 6/19/22 per person, and $32 per person for breakfast on 6/20/22. I confirmed $32 per person, per meal correct. She said yes. I asked how I go about getting the compensation she said to look on the website. I called Sun Country directly, before I purchased anything because I am on a limited budget. Sun Country looked up my reservation number and confirmed that I was I was allowed $32 per person, per meal. $128 for dinner and $128 for breakfast. I asked for something in writing and she said it's under my confirmation number in their system. I submitted my receipts for compensation and got an email back that they authorized $20 per person for dinner on 6/19/22 and $12 per person for breakfast on 6/20/22. I emailed back that they should train their people better because I was told by two employees, two different times that it was $32 per meal per person. They emailed back on 7/22/22 that they are sorry that I am not satisfied with their response and they will document my additional feedback. They apologized and said their position remains the same and they are unable to offer any additional compensation. 7/22/22 I asked to forward to a manager and requested a call and never heard back. I got a check for $128 in the mail, but I was told $256 before I bought the food. I missed work income for 6/20/22, paid to get to the airport, spent money on food at the airport while we were waiting for our plane on 6/19, an extra day of parking at **** ($22 per day), purchased water/soda all night from the vending machine because we couldn't leave the hotel without mode of transportation, and extra personal items we didn't have. My family I visited lives 2.5 hours one way from the airport so I couldn't go back without a car. I was lied to.

  Business Response

  Date: 08/11/2022

  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 followed up
  With our customer and apologized for any misunderstanding regarding meal reimbursement. We did verify she was advised the correct reimbursement amount on the phone.
  
  We have never authorized $32 reimbursement for any meal. In fairness to all our customers equally affected by flight delays,we do not make exceptions to our policies and no additional compensation will be provided.
  
  We appreciate the opportunity to review this matter and hope to welcome our customer aboard again soon.
  
  Sincerely,
  
  Sun Country Airlines

• Initial Complaint

  Date:08/04/2022

  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 family and I flew Sun Country Airlines on July 30th from ANC to ***. We paid upgrade fees of $295 for priority service and paid additional fees to have priority check-in at the airport. The upgrade fees were to include complimentary beverages, larger seating, etc. per the agreement and per Sun Country's website. During the flight, the back half of the plane was served their drinks before the flight attendants began serving the priority seating. When they served our section, the one attendant offered snacks for purchase to the rows behind us and completely skipped us, although we were priority seating. I asked the other attendant if we could purchase one and apparently the other attendant was standing behind me rolling her eyes and then mouthed to her "I already asked her". I was informed this happened by another passenger on the plane. I was incredibly humiliated. The same flight attendant then badgered me the entire flight asking me for song names as she was in some game with the rest of the crew. None of my family received the complimentary beverages that were to be included, the AirFi was not functioning and that same attendant would not assist the passenger next to us that asked for help. She complained the entire flight she was working a 14hr day. Two of our bags were also removed from the flight and then lost. We paid for priority - this is unacceptable. Our bags never should have been removed. I called and emailed requesting a refund of the upgrade fee as we didn't received the services we paid for and they responded by giving me a $50 voucher for a future flight. I requested the corporate office contact information and they refused to provide that information. Baggage claim continued to tell us different things each time we spoke to someone. One of my bags finally arrived and it's beat up so badly we'll need to throw it away. It was literally brand new. I want my $295 refunded and my flight ticket, I didn't deserve to be treated this way.

  Business Response

  Date: 08/08/2022

  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 actions and comments of the flight attendant as she described. We have documented her comments and sent them to our inflight management team for internal review and handling with the flight attendant.
  
  Our Best seat section offers zone 2 boarding, extra leg room and recline, one alcoholic beverage and in-seat power. On most flights, free entertainment is also available throughout the cabin. Sun Country only sells economy class tickets. Since we do not offer first or comfort class tickets, priority beverage service is not an amenity included in the Best seat section, and it not listed on our website as an amenity when purchasing seats in that section.
  
  While we are sorry for her disappointment in service, no additional compensation besides the voucher will be issued for the seats. A refund of $190.00 has been issued for her bag fees. We advised our customer if she still has concerns with the handling of her bags to complete our online bag form or call our baggage team directly.
  
  We appreciate the opportunity to review this matter and hope to welcome our customer aboard again soon.
  

  Sincerely,

  Sun Country Airlines

  Customer Answer

  Date: 08/08/2022

   I am rejecting this response because:While I appreciate SunCountry responding, their response is simply not true. We also paid for priority check in (this was an additional fee over the $295) and we were Zone 1 boarding, not Zone 2. It states this on our printed tickets. Their site does state the 1 complimentary beverage, which none of us received. There were 4 adults and 1 child in our party, the 4 of us did not receive our drink. The baggage refund of $190 is not for this situation, that refund was for our military baggage, not to help fix this error. That has nothing to do with this complaint. There are still outstanding baggage fees that need to be refunded due to this situation and the $295 upgrade/seat charge. We've received no compensation for this treatment on the plane or errors on the baggage. There was supposed to be entertainment on this specific flight - the flight attendant refused to assist us getting that set up on our devices. Again, no compensation has been received for that either. The treatment of the flight attendant has not been compensated either. I was sent a $50 voucher which I will never use as we will never fly this airline again. Again there are 5 of us in this party. We do not want a voucher, we want a refund. Stating false information in the response just further upsets me and makes this entire situation worse. Although I know we deserve a full refund, we are asking to please send the outstanding baggage fee and the $295 so we can settle this matter. Thank you.

  Business Response

  Date: 08/10/2022

  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 **********************. Our customer received all the amenities that are listed when the purchasing seats in our Best seats section except the one complimentary alcoholic beverage.  Our seat fees are non-refundable, and the terms and conditions are agreed to at the time of purchase.  While there is never a guarantee that beverage service will be provided on every flight, depending on the flying conditions,we have issued our customer a voucher for an amount that is greater than the value of four alcoholic beverages. No further compensation will be provided.
  
  As previously advised, our customer will need to file a claim with our baggage department for assistance with her baggage concerns.
  
  We hope our customer will use the voucher so we may serve her well on a future Sun Country flight.

  Sincerely,

  Sun Country Airlines

• Initial Complaint

  Date:07/23/2022

  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 7/21/22 I flew from ******* to *********** on Sun Country Airlines and it was a terrible experience. Confirmation # R5HRWC. I believe we paid approximately $200 for the tickets. Once we boarded the plane it had not been cleaned, it smelled like urine and my boyfriends seat was broken. He had to physically reassemble the seat in order to sit down. We were unable to change seats due to it being a full flight. On 7/22/22 at 2pm I attempted to contact the airline directly to cancel our return flight on 7/24/22 and requested a refund due to it being a terrible and unsafe experience. After sitting on hold for *********************************************** at their earliest convenience. I received a call back 2.5 hours later. After speaking with a representative, I was placed on hold for 10 minutes before being told their office had closed and I would need to call back when their office is open on 7/25/22. I've attempted multiple times to handle this issue with the airline directly and every time I've been disconnected from their end. I just want a refund and their customer service is making it impossible.

  Business Response

  Date: 07/28/2022

  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 apologized for the inconveniences on board her flight as described. We have refunded her seat fees to the original form of payment. We advised our customer going forward to bring these issues to the flight attendantsattention for assistance.
  
  Sun Country reservations are nonrefundable but are changeable, less any applicable change fees. As a gesture of apology for the experience, we have waived the $79.00 per person change fees and issued a flight credit for the unused ticket.While we are sorry for the circumstances surrounding their travel, the tickets remain non-refundable to the original form of payment.
  
  We hope to welcome our customer aboard again soon.
  
  Sincerely,
  
  Sun Country Airlines
  
  

  Customer Answer

  Date: 08/05/2022

   I am rejecting this response because:
  
  

• Initial Complaint

  Date:07/20/2022

  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.

  On July 15, 2022, after checking in at the airport and while waiting at the departure gate. My son and I began receiving emails that flight SY 738 from ********** to ***, is delayed. We continued receiving these notifications pushing the departure times later and later. We were then informed the flight would be delayed until the next day. We requested the option to switch to a different carrier but were told we are on our own and would have to pay the fare with an alternative airline. The ticket agent let us know we could stay at a nearby hotel, a bus would take us there and pick us up at 7:30 am the next morning. We would have been better off staying at the airport because the resort we were sent to was worse than a Motel 6. I tried several times to call Sun Country's customer service but were never able to get through, I waited on hold for hours then finally hung up.The next morning all passengers were waiting in the lobby per instructions from the Sun Country ticket agent. However, there was never a bus coming to pick us up. Instead, all passengers ended up clamoring to secure a taxi to the airport or risk missing the next flight. There was no other communication from Sun Country, the hotel did not receive any information they could relay to the passengers either. When we returned we had to go through the whole check-in process again. According the Sun Country's Contract of ********* international flights delayed over 4 arrivval hours are supposed to receive compensation of 400% of one way fare up to $1550. I have completed Sun Country's request form but have not heard back from anyone. I wanted a refund for the upgrades (seats and priority boarding) as well as checked baggace. I also reached out to them on social media as well as through their Investor Relations email but still no response from the business.

  Business Response

  Date: 07/22/2022

  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 delayed flight   
  
  Although the nature of our industry precludes all carriers from guaranteeing timetables,we understand our passengers' time is valuable and we are truly sorry for the inconvenience the flight delay caused. To demonstrate our commitment to service excellence, and as a gesture of apology, Sun Country issued our customer $100.00 in travel vouchers toward future Sun Country Airlines travel. Hotel accommodations and meal vouchers were also provided.
  
  The 400% compensation our customer is referring to is Rule 245 starting on page 30 of our Contract of Carriage. It refers to Sun Country's obligation to provide compensation to passengers who are denied boarding for an oversold flight. It does not pertain to a delayed flight. 
  
  We hope our customer will use the voucher so we may provide her with an experience that better reflects our commitment to providing the best value in air travel.
  
  Sincerely,
  
  Sun Country Airlines

  Customer Answer

  Date: 07/22/2022

   Better Business Bureau:
  
  I have reviewed the response made by the business as well as the email they sent me, in reference to complaint ID ********, and find that this resolution is satisfactory to me.

• Initial Complaint

  Date:07/18/2022

  Type:Customer Service 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.

  Description: Sun Country Airlines canceled flight SY344 from ******* to ************************ on Sunday 7/17. My daughter, her coach and 11 other dancers were stranded. The lady who does the team's travel arrangements was on hold with customer service for over 2 hours. The group booking customer service was not open on a Sunday. Because it was the coach and 12 girls under the age of 18, they needed to travel together. Sun Country said they couldn't get the girls home until Tuesday the earliest and wouldn't cover hotel or any transfer to another carrier. We had to pay for hotel, baggage fee and airfare on Delta to get them home on Monday 7/18. I understand that many carriers are canceling flights like crazy but to not offer any assistance in a group situation like this is totally unacceptable.

  Business Response

  Date: 07/25/2022

  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 cancelation of their daughters flight.
  
  We explained that Sun Country does not have ticketing agreements with other airlines, so when a flight gets cancelled, our passengers can receive a refund,or be booked on the next available Sun Country flight to the same destination,or close proximity to that destination, at no charge.  As we were unable to provide her daughter a suitable alternate flight option, a refund was processed to the original form of payment.
  
  While we are sorry for the circumstances surrounding her travel, Sun Country does not reimburse for additional personal expenses resulting from a delayed or canceled flight including parking fees, rental cars, hotels, tickets purchased on other carriers, and other expenses. 
  
  The flight interruption our customer experienced is not what she should expect from Sun Country. We hope to serve her well in the future.
  
  Sincerely,
  
  Sun Country Airlines

• Initial Complaint

  Date:07/18/2022

  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.

  tried to cancel a flight due to pos covid test. i called left messages as instructed. no one called back. i sent an email- no reponse. nothing. besides that the airline overcharges on luggage and practically offers no value they have received 45 million in taxpayer money. i want a refund immediately or i will take this to the attorney general of *********. online reviews will follow

  Business Response

  Date: 07/22/2022

  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 difficulties trying to reach us to cancel his reservation. Occasionally, hold times may be longer during peak travel seasons, weather events, and other circumstances.
  
  A refund of his canceled flight was processed to the original form of payment on July 20th.
  
  We hope to welcome our customer aboard again soon.
  
  Sincerely,
  
  Sun Country Airlines

  Customer Answer

  Date: 07/22/2022

  &nb*p;I am rejecting thi* re*pon*e becau*e:
  
  1) no one contacted me- I have my call log to prove it

  2) no refund wa* i**ue* for my *on * or my glight

  3) *un country i* lying . No one returned my ****** of today

  4) if I din t have my refund from mine and my don * flight I ll turn thi* to the attorney general of *********

  Business Response

  Date: 07/22/2022

  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 **********************. Our customer was contacted via email on July 21st advising of the refund. We advised the refund was processed to the original form of payment on July 20th and it may take 7 business days for the credit to be reflected on his banking statement.
  
  Sincerely,
  
  Sun Country Airlines

• Initial Complaint

  Date:07/17/2022

  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 Wednesday 7/13/22, *********************** (my 15 year old daughter) and her high school dance team went from *** to *** on SY 341 at 9 am without any problems. There were 12 teen girls on this flight with one chaperone that flew with them.On Sunday 7/17/22, their 7 pm flight from *** to MSP SY 344 was cancelled. Sun Country was not helpful in finding us other flights. We will not be reimbursed for hotel, food, or anything.Parents got on the phone and rebooked them on a Delta flight and they will be able to fly out of ******* tomorrow night.Apparently, we will need to pay for the extra one way Delta ticket, hotel and food.

  Business Response

  Date: 07/25/2022

  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 cancelation of their daughters flight.
  
  We explained that Sun Country does not have ticketing agreements with other airlines, so when a flight gets cancelled, our passengers can receive a refund,or be booked on the next available Sun Country flight to the same destination,or close proximity to that destination, at no charge.  As we were unable to provide her daughter a suitable alternate flight option, a refund was processed to the original form of payment.
  
  While we are sorry for the circumstances surrounding her travel, Sun Country does not reimburse for additional personal expenses resulting from a delayed or canceled flight including parking fees, rental cars, hotels, tickets purchased on other carriers, and other expenses. 
  
  The flight interruption our customer experienced is not what she should expect from Sun Country. We hope to serve her well in the future.
  
  Sincerely,
  
  Sun Country Airlines

• Initial Complaint

  Date:07/17/2022

  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.

  My family was supposed to get on a flight from *********** to ******* 7/17/2022. We drove all the way from ****, to *********, paid to park our car at a local hotel, and got transportation from the hotel to the airport, got there two hours early and our flight was canceled. We had no where to go, no way back to the hotel since it was a one way transport and are still stuck in a state we are unfamiliar with. We had to pay $200 we didn't have for a hotel, $100 for dinner. The flight they put us on is to ***** not even ******* they said thats the closest they could get us. So now we also have to pay for a rental car to drive 1.5 hours from ***** to *******, plus we had to reschedule our shuttle from the *************** to ***************** and pay for that a second time. I checked the **************************** which says we are entitled to 4x the amount of a ONE way fare if the flight is canceled and affects us by more than 3 hours. The representatives from Sun Country said they are not required to abide by those standards and one representative hung up when we did get through as soon as we mentioned compensation.

  Business Response

  Date: 07/22/2022

  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 canceled flight to *******.
  
  Sun Country does not have ticketing agreements with other airlines, so when a flight gets cancelled, our passengers can receive a refund, or be booked on the next available Sun Country flight to the same destination, or close proximity to that destination, at no charge. 
  
  While we are sorry for the circumstances surrounding her travel, Sun Country does not reimburse for additional personal expenses resulting from a delayed or canceled flight including parking fees, rental cars, hotels, tickets purchased on other carriers, and other expenses.
  
  The 400% compensation our customer refers to is Rule 245 starting on page 30 of our Contract of Carriage. It refers to Sun Country's obligation to provide compensation to passengers who are denied boarding for an oversold flight. It does not pertain to a canceled flight. 
  
  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