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:06/10/2024

  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.

  6/9/24 My husband ***************** and I were flying home from a ********* where we went this past weekend from ********** for my nephew's graduation. Our return flight was on Sun Country F4RITC which was a direct flight from Mpls to PGH. My husband checked the flight before we left for the airport about 7:15 am for a flight in the 9 am hour. We had all carry on so we didn't find out our flight was canceled until we got through security and looked for our gate on the screen. A few minutes later my husband got a text saying it was canceled and offer of hotel voucher and $25 per person food voucher. We talked to a Sun Country employee who said we could either get our flight money back $117 or take the next flight available -- THURSDAY 6/13.We had to get back to ********** in the next 24 hours. We had a pet sitter that couldn't stay any longer, both jobs to get back to and are closing on a house on Tuesday. The only flight we could find available was Southwest leaving at 11:45 but with a layover in ******, putting ourselves home 9 hours later and also spending $717 for last minute tickets. I called Sun Country from the airport. They did not have customer service to talk to us. Today I talked to ******* who told us their policy is not to pay for flights home on other airlines. My husband and I would like to be compensated the $600 difference. The flight was canceled because of plane mechanicals, last minute, with no alternative flight available for 5 days later!!! Sun Country was not available to help us as well. Sun Country has failed its customers. We did not use the hotel voucher. Currently we have pooled all our money we have to pay for the house closing and do not have $600 to spare for something that was the entire fault of Sun Country. Their policy is not customer friendly and in fact cruel because you can't get an affordable last minute flight and we had no choice but to buy what was available to get home yesterday. The day caused a lot of stress.

  Business Response

  Date: 06/13/2024

  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 know that interruptions to travel plans are unwelcome, and we make every effort to complete every flight as scheduled.
  
  Sun Country is a small airline and does not have ticketing agreements with other airlines. When a flight gets canceled our passengers can receive a refund or be booked on the next available Sun Country flight to the same destination at no charge. Since most of our flights operate at capacity, we are not always able to rebook passengers in a timely manner. As we were unable to provide her with a suitable alternate flight option, a refund was processed to the original form of payment.
  
  Sun Country does not reimburse for personal expenses resulting from a canceled flight. Per our Contract of Carriage, if for any reason there is a significant delay, misconnection, or cancelation, Sun Countrys limit of liability is to refund the value of the unused ticket if Sun Country is unable to provide air transportation acceptable to the passenger. In no event will Sun Country reimburse a passenger for travel purchased from another carrier. The terms and conditions were agreed to when purchasing the ticket. We do not make exceptions to our policies and are unable to provide any reimbursement for her Southwest tickets.
  
  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

   

   

   

   

   

  Customer Answer

  Date: 06/17/2024

   I am rejecting this response because: Sun Country still makes profits and should have insurance and money set aside to take care of customers. Your customer service plan is not acceptable and ***** people's lives who depend on you to get to their important events with family. In my case, a graduation. I used to trust Sun Country and traveled on it many times mostly when I lived in ********* growing up. Offering another plane 5 days later is not okay. There should be back up planes at least at the hub in ********* to get people home within 24 hours. I am now putting Sun Country on my DO NOT FLY list because it's a total ****** and I can't afford a sudden $600 charge to get home. BAD NEWS and SHAME on Sun Country. You can do better and you should. 
  
  
  

  Business Response

  Date: 06/20/2024

  Sun Country, **** d/b/a Sun Country Airlines,appreciates the opportunity to further address our customer's concerns. Regrettably, Sun ******************** was forced to cancel our passengers flight on 6/9/2024 flight between ***********/************, ** (MSP) and **********, ** (PIT). 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 was processed to the original form of payment for the canceled flight. As previously mentioned, 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 as per our Contract of Carriage. Passengers are also provided the option to purchase trip insurance to offer protection should a trip interruption occur. This option was declined on this reservation.
  
  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: 06/20/2024

   I am rejecting this response because:
  Sun Country should take care of customers when they cancel flights. We will never fly Sun Country again, they have poor policy, poor customer service and do not do enough. Bad business! 
  
  

• Initial Complaint

  Date:05/24/2024

  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.

  5/24/24 we had a flight to ****** from *************************. we arrived exactly 45 minutes before our flight. instead of a greeting one of the employees yells at us that we are not allowed to check our bag anymore. We stayed in line because we were referred to the manager but she walked away immediately instead of addressing us. she comes back some time later to tell us we cant check the bag and if we wanna make the flight we will have to just leave our bag behind. She did not offer any other flight or any compassion. I paid $754 to be treated with so much indifference.

  Business Response

  Date: 05/31/2024

  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 **********************. We have responded directly to our customer and advised that we ask that our passengers arrive at least 2.5 hours prior to departure for their flights. Due to the strict control of flight operations, our cut-off for check-in is 45 minutes prior to departure for domestic flights and 60 minutes for international flights. That includes all checked baggage. This is an automated process, and agents are not able to re-open a flight after it has been closed. On the day of travel, all passengers must be available for boarding at the departure gate at least 30 minutes prior to departure. I can certainly understand how frustrating this must have been for you, and we are truly sorry you were not able to travel as planned. If a flight is missed, passengers must contact our reservations team within 2 hours of their flight to be placed on standby for the next available flight. As per the terms and conditions agreed to at the time of purchase, Sun Country tickets are nonrefundable. Since the passenger did not contact us, a voucher for the unused flight minus all applicable fees was issued.
  

  We hope to welcome them aboard a future Sun Country flight.
  

  Sincerely,
  
  Sun Country Airlines

  Customer Answer

  Date: 05/31/2024

   I am rejecting this response because:
  
  . 

  
  

  the reason for my complaint was mainly how the 2 people working for Sun Country at the airport treated us. Instead of greeting us and calmly explaining why we couldnt and offering a standby option, one just kept repeating and rolling his eyes at us that we couldn't check the bag. The manager WALKED AWAY to go inside an office and ignored us for ***************************************************************** airline policy. sorry. 

  and never offered a standby. 

  
  

  your reps ruined our trip we never went on. i think that entitles me to a full refund. 

  
  

  Business Response

  Date: 06/06/2024

  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 we are committed to providing the high quality of service they expect and deserve. Their comments have been forwarded to the station's management team for internal review, and the matter will be addressed appropriately with the airport agent. Sun Country tickets are nonrefundable. A refund of the amount paid less the applicable fees has been provided. No further action will be taken in this matter.
  
  Sincerely,
  
  Sun Country Airlines

• Initial Complaint

  Date:05/24/2024

  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 am so upset how my daughters wheelchair was handled. My daughter gate checked her wheelchair, we waited and waited once we arrived and it never came. We were then told the strollers were priority and there wasnt room for her chair!!!!! Unacceptable! Then the staff when I went to complain to the office manager ******** and whoever she talked to were chuckling about it and said they are too busy I can just go online to complain! I was the only on there! Are you kidding me! Unbelievable and I expect something to be done!

  Business Response

  Date: 05/31/2024

  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 **********************. We have responded directly to our customer and apologized for the delay in bringing the wheelchair planeside and for any unprofessional actions or comments made by the airport employees. Her complaint was forwarded to the station manager for internal review with the agents involved.
  We hope to welcome them aboard a future Sun Country flight.
  
  Sincerely,
  
  Sun Country Airlines

• Initial Complaint

  Date:05/17/2024

  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 car rental through Sun Country Airlines. My credit card did not match the main driver listed which was my husband who was traveling with me. That error was never caught during the booking process. When we arrived at Budget rental, we were not allowed to rent our selected vehicle because my credit card did not match the main driver listed, my husband. I called Sun Country that night to request a change. A representative told me they couldnt do that. We had to rent another vehicle and were not reimbursed for our previously paid for rental. After a request on my part for resolution, Sun Country gave a voucher as a one time courtesy for well under the amount of the rental. First party car rentals would have caught the conflict when booking the rental. *** Country should have caught that and denied my request. Instead I was left for hours trying to figure out my next option and lost time arriving at our Airbnb.

  Business Response

  Date: 05/23/2024

  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 when booking a car rental on our website,passengers are presented with a drop-down of the travelers to select their driver. All drivers must have a valid driver's license and a major credit card in their name. Sun Country pre-paid car reservations are nonrefundable but are changeable, up to two (2) days prior to the flight's departure. Once within two days, no cancellations or changes are permitted. These terms and conditions are detailed at the time of purchase for every reservation. As these terms are set by the rental car companies, we are not permitted to make exceptions to these policies and are unable to offer any refund for the car rental.
  
  As a one-time courtesy, a voucher for future travel with Sun Country in the amount that was paid for the car rental ($545.80) was issued. The total booking cost for the reservation with car and airfare was $1383.40. Because the passenger flew, no credit was offered for the air portion.
  
  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:05/02/2024

  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.

  My flight is moved from a time that was convenient for me to a flight that is very late into the night . This has an impact on my rental car reservation. And now the rental car wants more money to change my reservation. I would like to be be comped for this change as it is due to Suncountry moving my flight

  Business Response

  Date: 05/10/2024

  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 her of the options available to passengers due to a schedule change.

  As much as we are sorry for any disruption this schedule change *** cause, we do not provide any additional reimbursement or compensation for a schedule change, including parking fees, rental cars, hotels, and other personal 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:04/26/2024

  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 am writing to express my dissatisfaction with the booking experience I had with Sun Country on Friday, April 26. This was our first time booking with your airline, and unfortunately, it did not meet our expectations.When we attempted to book our tickets, we encountered an issue with the pricing options for bags and seats. Despite our party consisting of two adults and one child, along with an additional family of two adults and three children, we were only presented with the option to add the high-priced package for every member of our party.Upon contacting a representative for assistance, we were advised to book in separate reservations to avoid applying the packages to every member. We were assured that this would not affect the pricing and was the most efficient way to proceed. However, after completing the reservation for two individuals, we discovered that the price for the next group had significantly increased.This sudden change in pricing, despite assurances from your representative, feels unfair and goes against consumer protection regulations. While Sun Country cites dynamic pricing as the reason for the increase, it does not seem justified, especially considering the ample availability of seats on the flight.We requested an accommodation from the representative to either credit us for the price difference or provide an explanation for the discrepancy. However, this request was not fulfilled. As a result, one family is facing an additional cost of $20, while the other family is encountering an increase of almost $200.We are requesting an adjustment to the pricing or a voucher to revert the pricing back to the original amount of $475.18 per ticket, as initially indicated during the booking process. We believe this to be a fair resolution to rectify the inconvenience and unexpected costs incurred due to the misinformation provided.Thank you for your attention to this matter. We look forward to a prompt and satisfactory resolution.

  Business Response

  Date: 05/03/2024

  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 when booking an airline ticket with Sun Country, you are utilizing a live booking system. Ticket pricing is not locked in until payment has been received. Ticket prices will fluctuate as tickets on the flight are purchased. Most will notice this fluctuation when a ticket tier only has a seat or 2 left at a specific rate. This does not have any relation to bundle vs no bundle bookings. If multiple people are shopping for the same flight, or one person is making multiple reservations, and there are only one or two seats left in a pricing tier the person who completed their booking first will receive the tickets at the price shown. Other passengers still shopping for that flight would receive a message advising them of the price change and to try again. Once they resubmit their flight information, the new ticket price for the next tier will appear. With live booking systems, you are unable to receive a price without payment. I do apologize for any inconvenience this may cause. Unfortunately, once the price changes, we are unable to make any adjustments to that fare.
  While we understand our customers frustration, we must remain consistent with the enforcement of our policies.
  We hope to welcome our customers aboard a future Sun ******************** flight.
  
  Sincerely,
  
  Sun Country Airlines

• Initial Complaint

  Date:04/10/2024

  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 had a late flight out at 9:15 from ***********, ** to ********* ****** for a long weekend vacation. At 4:34 I received a text message - that my flight 109 from MSP-LAS on Sat 06 April has a new departure time of 9:15. I thought well since my flight is Friday and I looked at flight status on website was still 9:15 on Friday night, it was an error in a text so didn't think anything about it. Then I got a meal and hotel voucher a little after 5. so I realized that text wasn't a mistake but still online looked like flight and seats available so I called and sat on hold forever then they said yes they moved my flight to the next afternoon and wouldn't explain the change and would only comp me $100 flight credit and refund me if I canceled, of course I want to cancel only had a 3 day vacation I didn't want to turn to 2, plus to late to cancel hotel, parking and prepaid car taxi. So all the cheaper flights already taking and ended up spending an extra $270 to fly out near same time and they won't refund me.When I talked to SW they said they cancel the late flight all the time and won't give out reasons. I will never be booking a late flight again. At least if they would have covered the cost of a replacement flight, or got me on an early morning flight. I wouldn't be so upset. They refunded me the $160 cost of my actual flight but I also want $270 as my replacement flight cost me $430.I also want them to not cancel flights with such little warning, unless valid reason like weather.

  Business Response

  Date: 04/15/2024

  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 since we were unable to provide them with a suitable alternate flight, a refund for their canceled flight has been submitted to our accounting team. Refunds generally take 7-10 days to process back to the original form of payment.
  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 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:03/13/2024

  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 bought a ticket back in 2020 or 2021 during COVID travel restrictions, and they ended up canceling my flight and giving me a credit. For the past 3-4 years, I've had to call into their call center every 3-4 months to manually reschedule my flight in order to keep my credit active since in the years of the 2020s, this is seemingly "impossible" to do through their website.At one point a couple of years ago, there were no flights available for the same credit so I actually had to add money in order to buy the updated ticket that I also had no intention of using.During all these years, I had been able to reschedule that flight for free, without any change fees, all the way up to 2 weeks prior to the flight. And now comes "the final straw." Today, March 13, is exactly 1-month from the day I'm supposed to fly on my fake flight. I called in to do the change, and they now tell me it's going to incur a $39 change fee. After all of these years, after all of this wasted time scheduling fake flights I was not going to take, I finally couldn't take it anymore. I'm no longer going to play these games. They get to keep my money and take it as a profit, just by making a process so arduous and so outdated that no one should have to keep up with. This should be criminal, if it's not already. But let's be honest, who's going to *** a billion dollar industry over a $137 flight ticket?

  Business Response

  Date: 03/18/2024

  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 contacted our customer directly to provide clarification on our cancelation policy.
  
  Sun Country tickets are non-refundable, and our terms and conditions were agreed to at the time of purchase. When a passenger elects to cancel their reservation, the value of the fare, minus any applicable change fees, is available as an electronic credit voucher with an expiration date of one year from the booking date.  
  
  A review of his original reservation shows it was booked on February 24th, 2020. On May 11th, 2020, it was voluntarily canceled online. There were no schedule changes or cancelations made by Sun Country at the time he canceled the reservation. We were waiving change fees at that time due to concerns with ***** and a flight credit for the full value of the reservation was issued.
  
  On April 29th, 2021, he contacted our Reservations team about the credit and was advised when he uses it for a new booking, there would be no fees to make changes as long as they were made at least 60 days prior to departure. The flight credit was used to book two more reservations and several changes have been made to the most recent reservation.There were two times that changes were made to his flights that were within 30 days of departure and he was charged $39.00 for each segment on both occasions.The other times he made changes, there were no fees because the changes were made more than 60 prior to departure.
  
  In fairness to all our customers we do not make exceptions to our policies. The reservation remains non-refundable and should he make any changes to his upcoming travel, the appropriate change fees and any airfare difference will apply.
  
  We thank our customer for his understanding and hope to welcome him aboard again soon.

  Sincerely,

  Sun Country Airlines

  
  

  Customer Answer

  Date: 03/18/2024

   I am rejecting this response because:
  
  I have been able to make changes within 60 days in the past without fees. It's also absurd that they have these predatory policies in which they force the customer to call in and continue this process ad nauseam just to hold onto the money they've already paid. We should either be able to self-manage completely online, or ideally, give us a non-expiring credit such that we don't have to come back every 3 months. I've now lost my ticket and all the money I've paid. They get to make billions and keep taking advantage of their supposed "valued customers".

  Business Response

  Date: 03/22/2024

  Sun Country, **** d/b/a Sun Country Airlines, appreciates the opportunity to further address the issues expressed by our customer in the complaint filed with the **********************.  
  
  Of the multiple changes our customer has made to his reservations, two of those changes were made less than 60 days prior to departure. These changes were made on 9/15/21 and 10/24/22. On both occasions, our customer contacted our reservations department to make the change. He was advised of the change fee policy and agreed to the fees of $78.00 (for each change, $156.00 total) in order to make the changes. All other changes were made more than 60 days prior to departure, up until the most recent request.
  
  While we are sorry for his disappointment with our policies, our position remains the same. The reservation remains non-refundable,and should he make any changes to his upcoming travel, the appropriate change fees and any airfare difference will apply.
  
  We thank our customer for his understanding and hope to welcome him aboard again soon.

  Sincerely,

  Sun Country Airlines

  Customer Answer

  Date: 03/22/2024

   I am rejecting this response because:
  
  It's a predatory policy and they know it. They want to collect billions from government bailouts and steal from their customers.

• Initial Complaint

  Date:03/08/2024

  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.

  My wife and I use your airline to go to ***** it lease 3 times a years, my wife became ill in 2022 and we had to cancel our flights twice because of this sickness. we found out last year that she had dementia,for which I have documentation, sun county still refuse to refund any of my money, this is really unfair we didn't ask for this sickness and for sun county to not refund any of my money is unreal, my wife was diagnosed with a death penalty, and for sun county to do this, is a very bad look for them. Sun county can go back and see how many times I change these ticket hoping my wife would get better but she never did and never will, and for sun county to not refund any of my money is a kick in the face,talk about adding insult to injury. Sun county has to be in the top two airlines for not being compassionate about one of their customer situation I plan to post this on every social media site I can, to let people know how sun county treats their customer. this is really bad sun county how low can you really go for this little bit of money.**********

  Business Response

  Date: 03/11/2024

  Sun Country,Inc. d/b/a Sun Country Airlines, appreciates the opportunity to address the issues expressed by our customer in the complaint filed with the **********************. We have contacted our customer directly and advised him of our cancelation policy, which was agreed to at the time of purchase. We reminded our customer that Sun ******************** reservations are nonrefundable but are changeable, less any applicable change fees. We advised Passengers can also purchase travel insurance at the time of booking should unexpected circumstances arise.
  
  When a passenger cancels their reservation, the value of the fare and any fees related to baggage and seat selections are available as an electronic credit with an expiration date of one year from the original booking date. Since it has been over 2 years since the reservation was booked, no credit remained when he canceled the reservation.
  
  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 the additional changes made to his reservation. The tickets also remain nonrefundable.
  
  We thank our customer for his understanding. 

  Sincerely,

  Sun Country Airlines

• Initial Complaint

  Date:02/21/2024

  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.

  On February 3, 2024 I flew on a Sun Country Airlines flight to ************ ** Flight # SY617. When I purchased this flight, I paid $36 dollars for a checked bag. Upon checking in for my flight, I was told I did not have any baggage and had to pay an additional $50. On February 7, 2024 I contacted the airline to get a refund of the double charge for baggage and to also make sure I did have a checked bag paid for the return trip. I was told that I could only get a travel voucher for this. I replied that I would like to speak to a manager as this was unexpectable since the airline double charges me for the luggage. I was told they would make an exception and I would receive a credit on my card for $50 in 5-7 business days.On February 9, 2024 I received an email from Sun Country with a Flight voucher of $50 I replied to this email stating that this was supposed to be a credit to the card double charged for the baggage.I have contacted the airline several times regarding this matter with no response. I still have not received a credit to the card that was double charged for the luggage.Sun Country needs to credit the card back the $50 it overcharged to resolve this matter.I have a receipt of the initial purchase and can provide a credit card statement of the overcharge for the $50, if needed.

  Business Response

  Date: 02/23/2024

  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 by email. ********* was advised that during kiosk check in, she deleted her nonrefundable bag. When she arrived at the counter to check her luggage, fees were collected as a bag was no longer showing on the reservation. The passenger has been refunded the $50 charge collected at the counter for her baggage and the $36 was reinstated for the original payment. 

  We appreciate the time our customer spent to share her experience.  We hope to welcome her aboard again soon.
  
  Sincerely,
  
  Sun Country Airlines