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:08/30/2024

  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 booked a return flight with Sun Country Airlines to leave from ************************* to *********** on Saturday, July 27. (Flight SY668, reservation code A3IMFS) I woke up to a text at 5 am saying that the flight was cancelled. I called immediately and was put on hold. Two hours later an agent called me back. There were no flights to *********** leaving on Saturday, Sunday, or Monday. The earliest I could get on a Sun Country flight home was Tuesday. Estimating lodging and food costs to stay for 3 more full days, this would be out of my budget. I also work so I would miss days that I could be in the office. I asked for a refund electronically and they sent me the portion of my round trip flight. This was a total of $197.98 for two passengers. Since we did not have lodging past the last day of our trip, we needed to book flights home. We booked a different airline (since Sun Country had no other options to get home) and the total was $507.96. I would like to receive the difference in money spent for these tickets from Sun Country Airlines. In reality, if we were to stay longer until an available flight, this would have been around $2000 in this area. I am only asking for $309.98, which would cover the remaining cost of booking the flight the day of departure.

  Business Response

  Date: 09/12/2024

  Sun Country, **** d/b/a Sun Country Airlines, appreciates the opportunity to further address our customers concerns. In a response directly to our customer they were advised that Regrettably, Sun Country was forced to cancel their 7/27/2024 flight between **********, ** (***) 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 has been processed to the original form of payment for the canceled flight. 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 thank our customer for their understanding in this matter and hope to welcome them aboard a future Sun Country flight.
  
  Sincerely,
  
  Sun Country Airlines

• Initial Complaint

  Date:08/27/2024

  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 booked a flight via ************* yesterday for my brother's flight from *****, ************, as he was on a work trip and began to feel ill. Sun Country Airlines flight 7182 (as advertised) on the website.. He was to make a stop in *********** and change planes (as advertised when booking) and take flight 427 from *********** to *********** (LAX). However, my brother informed me that the "flight" from ***** (flight 7182) was not a flight, it was a bus ride. You can imagine my anger and frustration when I was under the impression that I booked a flight and it was switched for a bus? When I call *********'s help number, I keep getting transferred to Sun Country Airlines. My frustration is in that Priceline and Sun Country Airlines are shamelessly falsely advertising a bus ride as a flight and I demand a full refund for this reason. This is unbelievably irresponsible of the company and their hired third party vendors. And while they may want to absolve themselves from this responsibility, as it was booked through a third party website which the airline partnered with, they are also responsible to their consumers that the information they are purchasing is accurate and correct, just as the currency they are paying with is also accurate and correct. I have also placed a complaint with Priceline and Sun Country Airlines, to make sure they stop falsely advertising. They engaging in a bait and switch techniques that people who may not have a hefty income might fall victims to and while this is happening, I would have gladly purchased a flight with any of the other reputable airlines had I known I was purchasing a bus ride for half of the destination!Since they continue to give me the run around, Priceline will not even answer calls and Sun Country blames Priceline, I am hoping this organization helps people like me who struggle financially and make every ***** count. Thank you,***** ***

  Business Response

  Date: 09/12/2024

  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 **********************. We have responded directly to our customer and advised that We apologize for your misunderstanding that one of your flight segments was operated by bus in partnership with the ****************. At the time of booking, details are provided to customers booking with Sun ******************** where at least one of their flights is operated by bus. This is also indicated on the itinerary that was emailed to you upon your booking with Sun Country. This information is also advised on Priceline's website when booking online. 
  
  As this information is clearly provided in multiple areas, we are unable to provide any refund or compensation due to this misunderstanding.
  
  We apologize for any inconvenience caused by the misunderstanding of your flight's information.

  Sincerely,
  
  Sun Country Airlines

• Initial Complaint

  Date:08/20/2024

  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.

  Back in February we booked a trip to *************** with Sun Country. On Feb, 25, 2024 we arrived at the ********** 3 hours before our return flight. We sat around with no information all day and finally at 4 we called ********** in ** and they told us our flight was in the air. We were still sitting on ground. After 8 hours of no flight they finally canceled our flight due to mechanical issues and staff timing out (both were within their control). The next morning we arrived at 8 am like they said and again our flight did not leave on time. We finally left after 6 hours. Part of the settlement that we received were 2 vouchers each (my husband and myself) for $100 each for a total of $200 per person. So we get to 2 weeks ago and I try to use my vouchers and only 1 would work. I am also assuming only 1 of my husbands vouchers will work when he chooses to use them. When we finalized the settlement with Sun Country it was based on the 2 vouchers. Now it appears they rescinded one of the vouchers. This is not what we agreed to. I sent Sun Country a notice and they have chosen to ignore it, thus the complaint here. I just want our 2 vouchers for $100 each re-instated.

  Business Response

  Date: 08/27/2024

  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 **********************. We have responded directly to our customer and advised that vouchers issued are name specific (issued for herself and her husband). Because the customer is booking a new reservation for herself and another passenger only her voucher may be applied to the booking. Her husband is not a traveler on the new reservation, so his voucher may not be applied. This information is listed on the terms and conditions sent with the vouchers when issued. In addition the passenger was using an incorrect voucher code. The correct voucher code was provided to the passenger in the emails sent. 

  We appreciate the opportunity to review this matter.

  Sincerely,
  
  Sun Country Airlines

  Customer Answer

  Date: 08/27/2024

   I am rejecting this response because:  our flight was delayed over 24 hours due to their fault.  We were issued 2 $100 vouchers each which we felt was reasonable for the hassle of no information during those 24 hours, hotels that would not accept our reservations for the night and missing a day of work.   It was not until after we settled account that they voided 2 of the vouchers.  We do not think $100 is an acceptable resolution when we thought we were getting $200.  Both my husband and I lost more money missing a day of work than the $100.  We feel they need to honor their mistake and give us back the second $100 vouchers for each of us.
  
  
  

• Initial Complaint

  Date:08/13/2024

  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.

  Have not received a refund after ********* outage

  Business Response

  Date: 09/12/2024

  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 **********************. We have advised our customer via phone on multiple occasions that a refund was processed back to the original form of payment on 7/24/2024. The passenger has been advised to contact his original booking company if the credit card used for payment was not his to have the refund processed on their end. If the original credit card used was his, he should contact his credit card company. 

  Sincerely,
  
  Sun Country Airlines

• Initial Complaint

  Date:08/10/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our flight was canceled on July 19th and was unable to return home until July 23 resulting on 3 nights hotel costs . The airline will reimburse only ******. We spent ****** out of pocket due to no fault of our own.

  Business Response

  Date: 08/13/2024

  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 **********************. Due to a third-party vendor -CrowdStrike-software failure that cause a massive global IT outage impacting companies across multiple industries and airlines including Sun Country. One of those impacts was the cancelation our passengers flights. In an effort to help passengers offset some of their costs, Sun Country reimbursed up to $150 for hotel expenses for passengers who found themselves needing hotel accommodations during this outage. This offer was extended to all passengers who experienced a canceled flight. All were offered the same amount. No additional amount will be offered. 

  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: 08/15/2024

   I am rejecting this response because:
  
  
  

  I would like to reject the offer from Sun Country.  Our flight was canceled due to no fault of our own on July 19.  We had to incur 3 nights stay at a hotel as we could not get a flight out until Monday July 22.  This unexpected cost is a hardship.  **********************;

• Initial Complaint

  Date:08/08/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a travel voucher and am attempting to book a trip. Because I am using a voucher Sun Country does not allow you to book online. I've called multiple times today and they are quoting a price $561 higher than the price I show online. I've walked both agents through exactly which flights I am looking at and the price they are quoting is simply not what they show on their live site. So in order to book a trip that online shows at $1,347.92 I am being forced to pay an additional $561. Neither *** could explain why other than it was a "difference in the price of the flights".

  Business Response

  Date: 08/13/2024

  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 **********************. If a passenger is shopping a destination that has multiple flights in a day, both flights may not be the same price. The website will show the total for the least expensive flight for that day. If you switch to a different flight time, the price can change for that flight. More desirable flights, may have a higher price as less seats will be available on that flight. To receive the least expensive ticket, you must remain on the least expensive flights for the day, which may not be the flight times you are looking for. 

  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

• Initial Complaint

  Date:08/06/2024

  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 back home to *********** from ******* on Monday July 29th. Reservation code FZU34L and flight number SY262. I got my luggage from baggage claim late that evening and noticed outside that the bottom zipper was broken and I had a dress dragging from inside. *** Country claimed they weren't at fault because I didn't file a complaint in time and that there should have been someone at baggage claim (And NO there was NOT). Not once does anything on their tickets say it has to be claimed within 4 hours as I was told. The luggage I was using was directly from Sun Country due to them damaging my luggage previously. When I looked inside my luggage, there was heels, sandals, dresses, shorts, and tops missing, in which must have fallen out just like the dress that was half out and dragging, as well it was damaged. I lost over $500.00 in those items, as well as my luggage being damaged. They were very demanding and rude, will not help. So with that being said, I'm hoping you can help me in this situation. The worst airline customer service. Not just once, but twice, Thank you

  Business Response

  Date: 08/13/2024

  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 **********************. Sun ******************** does require that all damage be reported to a Sun Country airport agent before leaving the airport terminal or over the phone within 4 hours of your flight arrival. Failure to provide notification of baggage damage at the airport or over the phone within 4 hours of your flight arrival, will result in a denied claim. 
  
  On behalf of the entire Sun Country team, please accept our apologies for the inconvenience you experienced. 

  Sincerely,
  
  Sun Country Airlines

• Initial Complaint

  Date:08/04/2024

  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.

  7/27/24 I had put my work computer in my luggage that was checked at the counter. I had made sure that there was alot of things. where it would be supported. I have taken my work computer on several flights before and this has never happened. When I opened my computer after getting to our destination, my computer had a round crack at the center of the screen and then there were lines all over the rest of the screen. My computer was totally done. I figured something from above had come down from above and smashed it to smithereens. I was not able to complete my work and have since had to bring my computer into my work and am not able to use it. I have had to spend countless hours putting software into my personal computer which has taken so much time and my home computer has issues of its own.

  Business Response

  Date: 08/13/2024

  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 **********************. ******************** assumes no liability for the loss of, damage to, or delay in the delivery of certain items or, for the consequential damages associated with such loss. We are unable to offer you compensation for your computer, as it is an item that is not covered under our Contract of Carriage. As noted on the Sun Country Website in the category Baggage Information:
  
  Sun Country Airlines excludes the liability for the loss of, damage to, theft of, or delay in the delivery of high value, fragile,or perishable items including but not limited to the following: medical equipment and orthodontic equipment, medication, money, jewelry, musical instruments, negotiable papers, electronics, eyeglasses,audio/video/photographic equipment, works of art, antiques, liquor, boxes, and glass whether with or without the knowledge of the carrier.
  
  Travelers are advised to keep these types of items in their carry-on luggage. 
  
  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

• Initial Complaint

  Date:07/31/2024

  Type:Sales and Advertising 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 8/5/24, I booked a flight and rental car through Sun Country. Two days later, I received a call from ************. The customer service rep said that I owed more money for the rental car, even though I had a confirmation number (UZGQHR) and the charge was applied to my credit card.

  Business Response

  Date: 08/13/2024

  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 **********************. Once passenger completed booking with Sun Country, Sun Country received notification from the car rental company that the rental price changed and the rental was not completed. Sun Country had to reach out to the passenger to advise of the situation and provide the options of the rental at the higher rate quoted by the rental company or a refund of the fees paid. In the end the full reservation air and car were refunded to the passenger. 

  Sincerely,
  
  Sun Country Airlines

  Customer Answer

  Date: 08/13/2024

   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. Sun Country refunded the airfair and rental car costs. Thank you for your assistance.

• Initial Complaint

  Date:07/26/2024

  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.

  7 individuals in our family traveled to ***** to see my 87 year old grandmother in **********, ***** from **********, ****. We drove 3.5 hours to ***********, paid to park our car, flew from *********** to *****, rented a car, and drove from ***** to **********, *****. Our July 20th flight was fine and departed on time, but on July 24th as we were scheduled to leave **********, ***** to drive to ***** I received a text message saying our flight was delayed 20 hours to depart on July 25th. I called Sun Country to find other arrangements but they offered no alternatives and said the only other flight I could book on was departing on July 27th (which was later than the rescheduled July 25th flight). The customer service representative I spoke with offered no compensation, no information about hotel accommodations, and no assistance with our extended vehicle rental. We had to find a place to stay for 7 people overnight, had to extend our vehicle rental for a full additional day, had to pay for additional parking at the *******************, and had to wait until 4:45 PM the following day (July 25th) to depart. The airline has not offered compensation for our additional hotel stay, only offered a small amount for additional meals because of the delay ($210 in one time food vouchers for 7 people), and only offered $100 flight credit for each flight purchased. This is completely unacceptable and terrible business practice.

  Business Response

  Date: 07/31/2024

  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 **********************. 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 this flight delay caused. To demonstrate our commitment to service excellence, and as a gesture of apology, Sun Country issued each traveler on this flight a $100.00 travel voucher toward a future Sun Country Airlines flight. In addition, passengers were provided $30 per person in meal compensation. Passengers who incurred an overnight hotel expenses during the delay, where able to submit hotel receipts on our website for reimbursement up to $125 per room.
   
  The flight disruption you experienced is not what you should expect from Sun Country and we look forward to having the opportunity to serve you again in the future.

  Sincerely,
  
  Sun Country Airlines