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:03/03/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The flight confirmation A2V4PV was for 3 round trip tickets from *** to *********, **. We arrived on 2/12/2025 and our return flight was (Sunday) 2/16/2025. We checked in for our return flight on Saturday, got our boarding passes, and added an additional checked bag. We were notified later that day that the flight was cancelled. Our options were to rebook with Sun Country (next available flight was the following Friday as they also cancelled the flight on Monday) or get a refund of that portion of our flight. The only option was to be refunded. We got a refund of the amount of $826. We had to book a different route home on a different airline with two connecting flights. The return flight cost us $1,183.14 and took us 14 hours longer to arrive home resulting in us missing our hotel shuttle to our vehicle from the airport in *** and needing to stay an additional night in *********** d/t our late arrival time. Sun Country offered a hotel voucher but only for *********, *****, we could not get one for ***********. This is the third time in a row I have flown with Sun Country and had a flight cancelled. I have spoken with Sun Country twice regarding this incident to no avail and I am not able to contact a customer service *** d/t no number available. I am not interested in flight credit. I am requesting reimbursement for the amount of the return flight (minus the $826 credit), $50 for the additional bag we paid for that was never refunded when the flight was cancelled, $91 for the hotel in ***********, and $30 for the **** we had to take since the flight arrived too late for a shuttle. I am requesting $528 be reimbursed for the travel headaches once again caused by Sun Country Airlines.

  Business Response

  Date: 03/11/2025

  Sun Country, **** d/b/a Sun Country Airlines, appreciates the opportunity to further address our customers concerns. Regrettably, Sun ******************** was forced to cancel their 2/16/2025 flight between *********, ** (HRL) and ***********/************, ** (MSP). We know that interruptions to travel plans are unwelcome, and we make every effort to complete every flight as scheduled. As we were unable to provide them with a suitable alternate flight option, a refund of $826.97 was processed to their original MasterCard form of payment for the canceled flight and seat/bag add-ons. Unfortunately, we do not provide any additional reimbursement for a canceled flight, including parking fees, rental cars, hotels, tickets purchased on other carriers, and other expenses.

  We appreciate the time they've taken to share their perspective regarding this experience and hope to have the opportunity to welcome them aboard a future Sun Country flight.

  Sincerely,

  Sun Country Airlines

  Customer Answer

  Date: 03/12/2025

   I am rejecting this response because:
  This is unacceptable on many levels. This is the fourth flight I have had cancelled on as many round trip flights with Sun Country. Out of no fault of my own, I was forced to pay an additional $500+ to return home from my trip along with enduring 18 hours of travel and two connecting flights, as any suitable replacement flight on Sun Country was also cancelled.  I fail to see why I should have to fund the incompetence of Sun Country airlines when I was just trying to return home to my family?  Sun Country did not rectify this situation. All that was offered was a refund for services not completed and a voucher for a meal that could be used once by one person of the three in our party.  I do not consider this resolved and will continue working with the Better Business Bureau to see that it is  

  
  

• Initial Complaint

  Date:03/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Sun Country's failures caused us to (a) miss multiple non-refundable events due to significant delays on 2 separate flights, (b) had to reschedule flight due to the missed events and timing inconveniences from the delays, (c) charged additional fees for this reschedule and had to pay difference in tickets on top of this, (d) had to extend hotel & parking reservations multiple days, (e) my Wife had her hand cut on the seat due to poor maintenance on the aircraft - everything (on both flights) was rundown and *****, upholstery was torn and frayed in most areas, above-head panels were dangling and bouncing all flight, and many (landlord special) type fixes visible all over the place.All-in, we ended up with over $1200 in extra costs that we had not planned on. They don't care at all and they're actually disgustingly rude about it.I reached out to Sun Country via the text chats, the agents would go long periods of time without response which would disconnect the chat. I finally was able to get a case started and my first few responses were clearly copy-paste generic answers, which only addressed ONE of my many complaint topics. When calling them out on this, they simply went down the next item on the list and provided another generic answer and never addressed or acknowledged my other issues.Most agents were incredibly rude and lacked any level of empathy, there was ZERO willingness to waive any additional fees or provide compensation in any form. Because we didn't report the hand injury to the flight attendants (it was 2 minor cuts we were just going to waive off, we just wanted to get our vacation started...) they are being very upfront & aggressive about their stance of: We will give you no compensation, any discussions further must be sent to our legal team in writing.I am still in shock with how horrible this entire experience has been, I've flown with a ton of carriers and have ran into issues along the way and NEVER have I been treated so poorly.

  Business Response

  Date: 03/11/2025

  Sun Country, **** d/b/a Sun Country Airlines, appreciates the opportunity to address the issues expressed by our customer in the complaint filed with the **********************. We have responded directly to our customer regarding the issue he brought up in his Contact Us inquiry and advised that reservations are nonrefundable but are changeable, less any applicable change fees. These terms and conditions are laid out at the time of purchase for every reservation. All reservations booked directly with Sun Country have the ability to add our Change Fee Waiver at the time of booking, which allows you to make a one-time change to your reservation without incurring any change fees. Passengers can also purchase travel insurance at the time of booking. At the time of change, a $49.00 fee per segment is applicable ***** days prior to departure. A $99.00 change fee per segment is applicable within 14 days of departure. In addition to the change fees any airfare difference would also apply. In fairness to all our customers, we do not make exceptions to our policies and we are unable to waive the fees that were applied to your canceled reservation. The tickets also remain nonrefundable. In regards to our aircraft, no frayed leather or plastic overhead hanging down was reported by the flight crew. Sun Country strives to maintain our planes to the highest standards. The passenger also stated in his original inquiry that they cut their hand, however this report states it was his wife. We did advise the passenger that if an injury happens onboard our flight crew is always available to assist when an issue is brought to their attention. I did seek out a safety report for the incident, however the flight attendants working that flight were not aware an injury occurred. The passenger then went on to request the contact information for our legal team which was provided.

  Sincerely,

   Sun Country Airlines

  Customer Answer

  Date: 03/11/2025

   I am rejecting this response because:
  

  
  

  Sun Country is clearly dismissing my concerns, and I know lies are being told by whoever "inspected" that aircraft. Both planes we flew on were poorly maintained. The first had frayed, torn, and dirty leather seats, while the second additionally had a loose panel that wouldn't stay closed above the individual sitting in front of me. The rest of the plane had ripped trim pieces, makeshift repairs, and an overall dingy interior. I urge you to inspect the planes yourself or have maintenance conduct a live video walkthrough to see just how bad it is. It felt dirty and unsafe.

  
  

  The issue with the additional tickets arose because I booked two separate trips: one for me and my wife, and the other for my grandmother and son. I split the trips because my wife and I planned to stay longer for her birthday. While our flight wasnt canceled, theirs was, disrupting our plans. Since I paid for everything for my Grandmother & Son, I had to cover their extra resort fees and rebook transportation. On top of this, we missed our non-refundable event due to the timing - which is in addition to the first event we missed due to delays on our outbound flight.

  
  

  We extended our trip thanks to Sun Country ruining our vacation, I am fine eating that cost because I understand that *our* flight wasn't impacted I am simply requesting that the credits issued to my grandmother and son be redeemable by my wife and I instead. All orders are under my email, card, and contact info, and it was our plans that were affected. It's a $200 credit, whether for them or for us. I dont understand why this is a hassle for Sun Country. Its a simple request that doesnt impact your bottom line and is an easy way to acknowledge the issue and provide a solution. Neither my grandmother nor son will be booking flights without me paying, so I feel unfairly treated.

  Business Response

  Date: 03/19/2025

  Sun Country, **** d/b/a Sun Country Airlines, appreciates the opportunity to further address our customer's concerns. Our customer has been advised of this in a voicemail from our management team as well. Compensation issued for a flight delay are issued in the names of the passengers on the flight effected. Vouchers are nontransferable. In fairness to all passengers on this flight, we do not make exceptions to this. Compensation will remain in the names of the passengers.

  This matter has been handled to conclusion. 

  Sincerely,

  Sun Country Airlines

• Initial Complaint

  Date:02/26/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On December 14th, 2024 I purchased upgraded seats with additional leg room for the price of $188.00 on Sun Country Airlines. This was in addition to the seats we already purchased. We received the upgraded seats for our flight to ******, ****** on 02-15-2025. On our return flight to ***********, Mn. We were informed by Sun Country Airlines at the ************** that our seats had been taken away and given to flight crew members for the flight to ***********. I am a disabled veteran and I booked these seats for my wife and myself because it is very painful for me to fly in standard coach seating. Sun Country informed us that they could not give our seats back to us. They instead reassigned us into standard coach seating, and in different rows so we couldnt even sit next to each other. Upon talking to customer service on 02-24-2025 I was informed that theyre flight crew takes priority over their customers and that it is in the flight crew contract that they always receive exit row seating, there by bumping us out of the seats we paid extra for.

  Business Response

  Date: 02/27/2025

  Sun Country, **** d/b/a Sun Country Airlines, appreciates the opportunity to address the issues expressed by our customer in the complaint filed with the **********************. We have responded directly to our customer and advised We understand the importance of seat selection, and we do our best to accommodate travelers with their preferences. We are sorry for the loss of their exit row seat requests. As they are aware, there were pilots on that flight considered deadheads, traveling for their next flight assignments. Per the pilots contract, they are guaranteed exit row seating in row 15, along with other amenities when traveling on company business. A refund of our customers seat fees was processed on 2/24/2025 and will post back to their original form of payment within 7 business days. No additional compensation will be offered.

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

  Customer Answer

  Date: 03/08/2025

   I am rejecting this response because:
  
  I asked for a written apology, a refund of my $188.00 and two round trip tickets anywhere in the ***. I will accept nothing less. Thank you very much

• Initial Complaint

  Date:02/25/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Flight delayed multiple times, finally moved to the next day. Gate agents assured us multiple times we would be provided vouchers for lodging, transportation, and food in an email. No vouchers were provided for lodging or transportation and a single-use voucher for a meal was provided despite the flight being delayed over 12 hours

  Business Response

  Date: 02/27/2025

  Sun Country, **** d/b/a Sun Country Airlines, appreciates the opportunity to address the issues expressed by our customer in the complaint filed with the **********************. We thank them for the feedback regarding their recent travel on Sun Country between ***************, ** (RSW) and *********, ** (MKE) on 2/24/2025. 
   
  Due to weather en route to your ***************, our flight crew had to divert the inbound flight to an alternate airport, ***************. This often happens due to the need to be refueled, weather conditions being below minimum requirements, or air traffic control limitations. Once the plane was able to arrive in *************** the flight crew had reached their maximum hours due to the weather delay. 
  
  As much as we are sorry for the disruption to our customers travel plans, we are unable to provide any type of compensation for this type of delay, beyond the $30 meal accommodations that were provided as a gesture of goodwill. 
   
  We thank them for their understanding of this unplanned disruption.
  
  Sincerely,

  Sun Country Airlines

  Customer Answer

  Date: 02/27/2025

   I am rejecting this response because:
  
  We were told by multiple gate agents repeatedly that vouchers for lodging and transportation would be provided. The $30 voucher was single use only which was not clear. My $30 was wasted on nothing but a $4 cup of coffee and I went the rest of the 17 hour delay without any compensation for meals. I lost an entire days wages which totals $354.80, a nights sleep,  and any goodwill I had towards Sun country after they repeatedly lied to us

• Initial Complaint

  Date:02/14/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We booked a flight from ********* to ****** on the afternoon of February 1st for a flight that was set to depart at 6am on February 2nd. We woke up to see the flight had been delayed several hours. We then booked a new flight for *****. Sun Country gave us the option for a refund which we chose, but when it came over we had only received a flight voucher. The flight ended up getting delayed again - so long that they gave us a hotel voucher, which we did not use, since we caught an on time flight with a different airline. At the end of the day, we called Sun Country and asked for a refund back onto our credit card. They refused to give us the refund which is why I am leaving this complaint. I think its ridiculous that a flight gets delayed so long they provide hotel vouchers but refuse to issue a refund I believe this is an illegal practice

  Business Response

  Date: 02/21/2025

  Sun Country, **** d/b/a Sun Country Airlines, appreciates the opportunity to address the issues expressed by our customer in the complaint filed with the **********************. Passengers on a delayed international flight may cancel for a refund to the original form of payment once a delay is 6 hours or long at the time of the passengers cancelation. If a passenger cancels their reservation prior to a delay reaching the 6 hour ***** the refund would be to a voucher valid for one (1) year from the original date of purchase. Passengers do not have to fly by that date, however the voucher must be applied to a new reservation by that date. Our passenger was also advised of this when they contacted our call center on 2/14/2025. These vouchers are also transferable should the passenger find they are unable to use it before the expiration date. 

  Should a flight be further delayed or canceled after a passenger cancels their reservation has no bearing on that passenger's voucher/refund eligibility. 

  Sincerely,

  Sun Country Airlines

• Initial Complaint

  Date:02/11/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  As stated in my original email, upon review of reservation M5EWSC, the schedule change occurred a few hours prior to you contacting us. Reservation M5EWSC was canceled prior to a schedule change email being sent. As much as we are sorry for any inconvience, no additional compensation will be offered as this reservation M5EWSC was canceled and a refund was provided.REGARDING RESERVATION #M5EWSC FLIGHT THAT YOU CHANGED W/O MY AUTHORIZATION, KNOWLEDGE, ETC. IT DOESNT MATTER THAN YOU HADNT SENT THE ***** YET, AS I HAD TO ***** IT AS THIS IS A BUSINESS TRIP AND I MUST BE BACK IN ** ON SUNDAY, MARCH 9, 2025 WHICH IS THE DAY I BOOKED MY FLIGHT WITH SUN COUNTRY. THIS IS YOUR PROBLEM THAT YOU CREATED AND THE ONLY WAY I EVEN KNEW ABOUT AS I AM HAVING TO CHECK EVERY FLIGHT I HAVE BOOKED WITH YOU AS I DONT TRUST SUN COUNTRY THAT YOU ARE CHANGING THE DAYS OF FLIGHTS WITH ABSOLUTELY NO NOTIFICATION!!!YOU MADE ME HAVE TO BOOK WITH ANOTHER AIRLINES TO FLY HOME ON SUNDAY, MARCH 9, ****************** $150.00 MORE THAN WHAT I PAID SUN COUNTRY THUS I FEEL YOU OWE ME THE DIFFERENCE SINCE THIS IS YOUR FAULT!!!!!!!!!!!!!WHY DONT YOU TAKE RESPONSIBILITY FOR THE PROBLEMS AND ADDITIONAL COSTS YOU HAVE CAUSED????

  Business Response

  Date: 02/12/2025

  Sun Country, **** d/b/a Sun Country Airlines, appreciates the opportunity to address the issues expressed by our customer in the complaint filed with the **********************. Schedule changes are a common occurrence in the airline industry and are most commonly due to aircraft and/or airport availability. We are sorry our customer's flight was affected by one of these changes. When schedule changes are made to a reservation, passengers have the following options:

  *Keep the reservation as is with the new flight (time/date) as listed on your itinerary.
  *Rebook to another flight (same city) at no cost within 7 days of the original schedule.
  *Cancel flight(s) and retain the full value of the flight(s) and ancillaries in the form of a Sun Country flight credit for any unused segments.
  In the event of a large schedule change of 6 hours or more, or a city change, passengers may choose to cancel their flight(s) for a full refund to your original form of payment for the booking. (Booking paid by a voucher will be refunded to a voucher.)

  The passenger opted to cancel the reservation and a refund of $188.99 was processed back to their original form of payment on 2/04/2025. Refund can take 7 days to post to the credit card account. Unfortunately, we do not provide any additional compensation for a schedule change, including rental cars fee, in-destination hotel reservations, tickets purchased on other carriers, and other expenses.

  We appreciate the opportunity to review this matter.

  Sincerely

  Sun Country Airlines

• Initial Complaint

  Date:02/10/2025

  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.

  In September 2024 we booked a trip with our friends. We booked flight and car rental. Flight was fine. However, when we got to the ticket counter at Budget car rental we were not able to get the car that we have paid for because my husband was the driver and does not own a credit card. The owner of the credit card was present at the counter along with my husband and his valid drivers license. We were told that we cannot use that reservation because the named driver does not have a credit card. We then had to book another reservation. We were told that we had to deal with sun country airline. We did on the day of travel call sun country to change the name of the driver and were told that there is nothing they can do for us as customer care does not work on the weekends. That is what forced us to make another reservation. No where on the online reservation does it say that the driver needs to have a credit card present when picking up the car. This is no different than when you check into the airline. All you need is a legal form of ID. We were not asked to all present a credit card for incidentals that might happen on the plane. the car was paid for in advance. The owner of the credit card was present and the driver with legal drivers license was present. They could ask if any incidentals would be added to credit card on file or a different card. There is no reason that the driver has to have a credit card as long as there is one on file. There is also no reason that when the party is standing right in front of them that names or cards cannot be changed. When we made the second reservation my husband still did not have a credit card and we were able to book a car and be on our way. We did receive a voucher for our first reservation which we are thankful for but that is going to force us to spend more money to use that. We are asking for the above amount to be credited to our credit card. Please call for further discussion.

  Business Response

  Date: 02/12/2025

  Sun Country, **** d/b/a Sun Country Airlines, appreciates the opportunity to address the issues expressed by our customer in the complaint filed with the **********************. Sun ******************** car rental are nonrefundable and cannot be changed within 2 days of departure, this is agreed to in the terms and conditions at the time of booking. Passengers are also advised that the drive must have a valid driver's licenses and a major credit card int their name. If a passengers arrives at the car counter for pick-up and they do not have a valid license or a major credit card in their name, and cannot pick-up the car, the funds are forfeited. The name of the driver cannot be changed within 2 days of pick-up. As a gesture of goodwill and as a one time courtesy, Sun Country issued the passenger a voucher for the amount of $304.49 that was paid to Sun Country for their rental car. The car rental remains nonrefundable. 

  We appreciate the opportunity to review this matter.

  Sincerely,

  Sun Country Airlines

  Customer Answer

  Date: 02/12/2025

   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.

   

  I still do not agree with this but wont go any further. I feel the information that the driver has to have a valid credit should not be in the terms and conditions because lets be real nobody reads that. The Sun Country agent that I spoke to admitted that she doesnt read the fine print either. 

• Initial Complaint

  Date:02/04/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had placed a reservation in November from *** to ** for dates February 12th, 2025 to February 16th 2025 to visit a family member that is currently in ******* care.With the ongoing airline accidents I from anxiety and fear to board a plane called today around 7:30pm and cancelled my reservation.After learning that my family member's condition is deteriorating I decided to put my ************** aside and immediately contacted ********** to reinstate the reservation since it was at the time only 20 mins since I had called to cancel, all staff I spoke with told me there was nothing they could do and only offered me the $286.44 credit voucher for the cancellation and that I would have to create a new reservation which would be over $1k to which with my financial situation I cannot do so, let me remind that this was within 20mins of the cancellation.I asked the agent to please understand my situation and to assist me with reinstating the reservation but I was told there is nothing they can do to help **** literally begged the agent to understand where my concerns were coming from and to help me only to be told there was nothing they could do and they repeated this like a robot no feelings of understanding what so ever. I now will not be able to go visit my family member before they are no longer with us. I would think that an airline I have flown with before would have more compassion and understanding to my situation and help **** am beyond disappointed with the way I have been treated by Sun County.

  Business Response

  Date: 02/05/2025

  Sun Country, **** d/b/a Sun Country Airlines, appreciates the opportunity to address the issues expressed by our customer in the complaint filed with the **********************. We have responded directly to our customer and advised Sun ******************** tickets are non-refundable. This information,along with our change and cancellation fee policies, can be found on our website. We are regrettably unable to reinstate a booking once it has been canceled. This has been advised to our customer by multiple members of your reservations team including management over the phone, as well as by our ******************** team in writing. 
  
  Upon canceling their reservation, a voucher was issued to them for $286.44. This amount included the value of their ticket and any ancillary fees, minus the $99.00 change fee per person, per direction. Our customer also declines both the change fee waiver and travel insurance offered at the time of booking. 

  We appreciate the time our customer has taken to share their perspective regarding this experience.
  
  Sincerely,
  Sun Country Airlines
  

• Initial Complaint

  Date:01/05/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My family and I were scheduled to fly on Sun Country flight #*** MSP - BOS on Saturday, December 28. Sun Country canceled our flight with no explanation or reimbursement. There was no weather delay/cancellation and no mechanical delay/cancellation. Sun Country has offered no reason for the cancellation, but I am fully aware they took our aircraft and reassigned it to an ******* route after canceling our flight. While they did rebook us on a flight for Monday, December 30, we lost out on two full days of our vacation which disrupted our plans and those of all the family and friends we were visiting. We also incurred $200 in checked baggage fees to bring our skis and equipment out east. However, with the two-day delay, we arrived in ****** on a 54-degree day. We had lost out on the opportunity to ski and sled with fresh snow and good outdoor sport temperatures. Sun Country owes us compensation for our lost days of vacation, but they have responded that they will not give us any form of compensation, since we did fly out on Monday, December 30. That response is unacceptable when they disrupted our travel plans for no discernable reason other than to reassign our plane to another route.

  Business Response

  Date: 01/06/2025

  Sun Country, **** d/b/a Sun Country Airlines, appreciates the opportunity to address the issues expressed by our customer in the complaint filed with the **********************. We have responded directly to our customer and advised that regrettably, Sun Country was forced to cancel their 12/28/2024 flight between ***********/************, ** (MSP) and ******, ** (BOS) for mechanical reasons. We know that interruptions to travel plans are unwelcome, and we make every effort to complete every flight as scheduled. As with any flight cancelation, the passengers were provided the opportunity to cancel for a refund of the flight, or to be rescheduled on the next available Sun Country flight. In this case, the next flight was 2 days later. Since our passengers elected to take the next flight, no refund of the canceled flight is provided. In addition, each passenger on this canceled flight was provided $25 in meal accommodations and one (1) night hotel stay in ***********/***********. Unfortunately, we do not provide any additional reimbursement for a canceled flight, including parking fees, rental cars, in-destination hotels, tickets purchased on other carriers, and other expenses.
  
  We appreciate the time they've taken to share their perspective regarding this experience and hope to have the opportunity to welcome them aboard a future Sun Country flight.

  Sincerely,
  
  Sun Country Airlines

  Customer Answer

  Date: 01/06/2025

   I am rejecting this response because:

  I was not offered any meal voucher nor any hotel accomodations. I was offered NOTHING for the canceled flight and NOTHING for the 2 days of my vacation that I lost.

  That is a bold-faced lie that our flight was canceled due a mechanical issue. Our plane - the EXACT AIRCRAFT that was assigned the MSP-BOS flight - was simply reassigned to an ******* flight instead of taking us to ******. So, there was NO MECHANICAL ISSUE WITH OUR PLANE!

  I wholeheartedly reject this response from Sun Country because it is a lie. I was offered no compensation and have received none.

   

  
  

  Business Response

  Date: 01/16/2025

  Sun Country, **** d/b/a Sun Country Airlines, appreciates the opportunity to further address our customer's concerns. Were sorry to hear our customer are not satisfied with our response and will document their additional feedback.
  
  We extend our empathy to them and do understand this is a frustrating ************ be consistent with all of our travelers, we are regrettably unable to issue you additional compensation for days missed of their vacation. We have however advised our ************* team of the customers claims to have not received the meal and hotel accommodations. Our ************* team has reached out directly to the customers advising to submit itemized receipts for food and hotel for reimbursement review. Aside from that no additional compensation will be offered for this flight cancelation due to aircraft availability due to mechanical reasons. All passengers on this flight must be compensated equally. In fairness to all, we do not deviate from this.
  
  We thank our customer for their understanding. No further action will be taken with this matter. 

  Sincerely,

  Sun Country Airlines

  Customer Answer

  Date: 01/17/2025

   I am rejecting this response because:

  The airline never offered me meal or hotel vouchers, so I was unaware of any compensation. Now they tell me, "Send us your receipts and we can reimburse you." Well, since I didn't know they would pay for anything, I don't have any receipts to submit. They NEVER offered any compensation in their email. When I asked to speak to someone at the airport, they said, "Call the number or go online" and would not help me in person. They canceled my flight for NO REASON and assigned my plane to ******* instead of ******. I paid $350 to check bags full of skis and ski equipment because of the weekend weather in ***********. When I arrived 2 days later because Sun Country canceled my flight, it was 53 degrees in ****** and all the snow had melted. Yet, I still paid that $350 to bring my family's skis to and from ******. The airline should compensate my family for our most days of vacation, lost time with family and friends, and lost opportunities to ski with good snow and appropriate weather. I reject this response emphatically.
  
  

  
  

• Initial Complaint

  Date:12/16/2024

  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 originally purchased tickets for ******, the trip had to be changed due to a medical issue with one of my family members that was taking the flight. I purchased flight protection which allowed me to obtain a voucher. The voucher was about to expire so I contacted into Sun Country because they did not have Alaska trip showing. I was advised by the representative to book a flight in the same price range to anywhere to extend the voucher when it got close to the time flights should start showing again for ****** so all the money I put into the trip wouldn't expire. I again spent more money to book flights paid again for the protection, when it got close to time I was advised by the representative that I couldn't change the dates of the flights, I could not move the flights or extend the flights or obtain another voucher. I clearly explained my family member is not able to get on a flight right now due to blood clots in their lungs that could kill them at high elevations. The representative refused to provide a supervisor or supply a voucher for the amount of ******* and canceled my flights. All I want to resolve this issue is a voucher to be issued so a flight can be taken at a later date when the medical issues are fully resolved.

  Business Response

  Date: 12/24/2024

  Sun Country, **** d/b/a Sun Country Airlines,appreciates the opportunity to address the issues expressed by our customer in the complaint filed with the ********************** regarding their expired voucher.
  
  Sun Country tickets are non-refundable. When a passenger elects to cancel their reservation, the value of the fare and any fees related to baggage and seat selections are available as a voucher with an expiration date of one year from the original booking date. These terms and conditions were agreed to at the time of purchase, are listed on our website, and you were alerted of the expiration date during the online cancellation process, and the passenger was advised of the expiration date when she talked to our reservations department on 10/14/2024, 2 weeks before their voucher expired. Vouchers may be used for any available Sun Country destination. As some destinations as seasonal, they may not be available for purchase.
  
  At the time the voucher expired, and for several months prior, our flight schedule was available for booking travel through mid-May 2025. Since the passenger did not use the voucher to book a future reservation before the expiration date, the voucher has been forfeited. While we understand this is a difficult situation, in fairness to all our customers we do not make exceptions to our policies and we are unable to reinstate expired vouchers for any reason.
  
  We thank our customer for their understanding and hope to welcome them aboard a future Sun Country flight.
  
  Sincerely,
  Sun Country Airlines

  Customer Answer

  Date: 12/26/2024

   I am rejecting this response because: I was advised by the representative that a voucher was not available for me after I paid for the protection of my flight.  I requested a supervisor in reference to the voucher not being offered after the protection was paid to protect my flight.  The representative kept me on hold for over an hour and then the call was disconnected.  All I want to resolve this issue is the voucher issued for what flight since I paid for the protection.
  
  
  

  Business Response

  Date: 01/03/2025

  Sun Country, **** d/b/a Sun Country Airlines, appreciates the opportunity to further address our customer's concerns. After a review of the passengers reservation Q2Y1ML that was booked on 10/26/2023 RDU-ANC-RDU for 06/21/24-06/28/2024, I see our customer canceled that booking on 05/24/2024 and voucher ***************** for the cost of the booking less the cancelation fees $2384.40 was issued on 05/24/2024, with an expiration date of 10/26/2024.

  In addition, the passenger redeemed this voucher on 10/14/2024 for booking FB24WN MSP-SJU-MSP fore 01/03/2025-01/11/2025. The passenger than canceled that booking on 12/16/2024. When a booking is canceled that was paid for with a voucher, the funds are returned to that same voucher, with the same original expiration date. Expiration dates are not extended. Because their new booking was canceled after the expiration date of the voucher, the funds were forfeited. This was explained to the passenger prior to completing the cancelation on 12/16/2024. The passenger continued with the cancelation with that knowledge. In fairness to all customers we serve, we do not reinstate expired vouchers. 

  We thank our customer for their understanding in this matter and hope to welcome them aboard a future Sun Country flight.
  
  Sincerely,
  
  Sun Country Airlines

  Customer Answer

  Date: 01/07/2025

   I am rejecting this response because: I was advised it had to be canceled due to the flight list for this flight not being available 90 days out.   If this is not the cause and the flight is available in March reinstate it.
  
  

  Business Response

  Date: 01/09/2025

  Sun Country, **** d/b/a Sun Country Airlines, appreciates the opportunity to further address our customer's concerns. As advised in my previous responses, the passenger was aware for her voucher code and expiration date. She booked and canceled reservations with this voucher. Sun Country vouchers are good to use towards any AVAILABLE destination. This does not mean a voucher will be extended for a specific destination that is not available. The passenger was fully aware of the expiration date and allowed the voucher to expire. This voucher will not be reinstated. 

  This matter has been handled to conclusion and no further action will be taken.

  Sincerely,
  
  Sun Country Airlines