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:02/11/2024

  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.

  We had a flight with sun country and couldn't go as my dad was sick with cancer and covid was at its peak. We called to get a refund would only give a voucher for future travel. We still couldn't fly due to covid I sent an email no response no I struction nothing. Fast forward.. I booked a flight from their website for work. Got confirmation of flight then received another notice a week before they wouldn't be flying that week. I had to book another flight with another airline. They gave me a partial voucher. I contacted them again via customer service because I had to book a flight before midnight or they would take more money from me! They only fly at certain times to certain places which makes booking a flight a nightmare dictated by the airline who adds on so many additional fees it's ridiculous and counter inviting. We pay for the flight then pay for a seat on the flight then pay for a plane for our luggage unless we go naked and unkempt. Or buy clothes to leave it behind. Let's be realistic they are criminals and need to refund our money when we ask for it and give us what we pay for. Let's not start on their customer service employees!

  Business Response

  Date: 02/15/2024

  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 as their complaint was a combination of 3 booking. She was advised that her Sun Country tickets are non-refundable, and the terms and conditions were agreed to at the time of purchase. To allow our customer maximum usage of her reservation, Sun Country waived the change fees. We clarified with our customer that flight credits and vouchers do have an expiration date and that unused credit are not extended or reinstated. In addition the passenger was advised that her credit of $533.60 did expire on 5/02/2021, however her 2nd credit of $100.40 was applied to a new reservation scheduled for Spring 2024. While we understand her frustration, in fairness to all our customers, we are unable to make exceptions to our policies.
  
  We hope to welcome our customer aboard a future Sun ******************** flight.
  
  Sincerely,
  
  Sun Country Airlines

• Initial Complaint

  Date:01/26/2024

  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 airfare for my son to travel on SunCountry from ********* 1/25 to MSP and return to ********* 1/28. Reservation FDDC3R (which I cannot access the 1/25 flight anymore for details)My son is 17, was dropped off at the airport by a friend for his flight. He got there within an hour of the flight departing. He went to the counter and no one was there. He *********** staff page someone. When someone came there they said he was too late to check in. He went through security to the gate and she told him he needed his ticket. He didn't realize he needed this as we had purchased the seat for him. The gate agent was uncooperative. He had me on speaker while he talked to her. She said she wasn't letting him on the plane. She looked up his name and said "nope you didnt check in you can't get on the plane" she told him to rebook. He asked when and she said "we have another flight sunday" HE IS 17 YEARS OLD! Where is he supposed to go?? There has to be some ethical obligation by the airlines to help a person under 18 years old. She left him sitting at the gate by himself while I was on the phone with customer service getting zero assistance as well. She said she would cancel his flight then since he MISSED his flight! And charge me $99 to cancel his $60 flight! I said he didn't miss his flight he is at the gate and they wont let him on. I understand he did not check in. The email to check in went to him because Sun Country does not have the ability to send an email to 2 people (myself and him) on the reservation (Southwest does). He did not think he needed to as he had a seat. He usually flys southwest so it isnt an issue. Again, he is 17 years old and they left him. There was no customer service and no offer to help him. So while I'm in MSP, he is in ********* and we are trying to figure it out. I want a refund of his flight from *** to MSP. The reservation does not show me what I paid for each trip. It says $119.80 for the trip. So I'm assuming $60 each way

  Business Response

  Date: 01/30/2024

  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 apologized for the inconvenience her son experienced with his most recent flight.
  
  We ask that our passengers arrive at least two 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. This is an automated process, and agents are not able to re-open a flight after it has been closed. Since her son did not check-in for his flight before the 45-minute cut off, the gate agent could not check him in.
  
  A review of her sons travel history shows he has flown with us several times and has been able to check-in online or at the ticket counter, even when the email address in the reservation was not his.
  
  When passengers miss their flight, as a courtesy,we will list the passengers as standby on the next available Sun Country flight. If the passenger does not want to take that option, a travel voucher for the value of the unused ticket, minus the $99.00 change fee can be issued.Since the value of the ticket is less than the change fee, the ticket retains no value, and we are unable to issue a flight credit.
  
  We look forward to welcoming her son aboard again soon.
  
  Sincerely,
  
  Sun Country Airlines

• Initial Complaint

  Date:12/29/2023

  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.

  The last 2 vacations Ive taken my family has flown with Sun Country Airlines. Both times my checked baggage (suitcase, stroller bag, car seat bags) have been damaged. All of them have received scuffs (wear and tear, even though new) and rips (1-3 cuts) on them. My stroller even received scuffs (also not covered) on its frame while in the bag, clearly showing the extreme mishandling of my childs stroller. Throwing around their car seats completely blows my mind for the disregard of my childrens safety seats. I have filed a complaint each time, but denied any reimbursement. The first issue I was told the bags kids stroller & seat bags have been damaged prior to the flight, even though I have a receipt that was shown to them only being 4 days old. The first time (10/22) it took many calls and e-mails over a couple month timeframe to be told it was normal wear and tear. The last time (12/23) within 2 days I was given the same excuse. After just one follow up email, Ive been ignored. Clearly this is a common issue if I can fly to ******* or *********** and have the same results from this airline. However since going on vacations for 40 of my 45 years alive, its only the last 2 trips using Sun Country that Ive had baggage damage. *** Country has pictures from both trips and was able to see the damage already, and most of the pictures were taken by their employees. So I dont have anything to upload they dont have in their possession. These are the 2 Sun Country claim numbers #******** #MSPSY17127115 Being based in the same state I live I prefer to spend my money with them. However if I need to replace luggage items each time, its really not a logical thing to keep doing.

  Business Response

  Date: 01/02/2024

  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 **********************.  The photos taken of our customers checked items have been reviewed by our baggage management team. They have verified the marks and small tears fall under normal wear and tear as described in our Contract of Carriage.While we are sorry for the circumstances surrounding his travel, we are unable to provide any monetary compensation for his items.

  We thank our customer for choosing Sun ******************** and hope to welcome him aboard again soon.
  
  Sincerely,
  
  Sun Country Airlines
  
  

  
  

  Customer Answer

  Date: 01/03/2024

   I am rejecting this response because:
  
  Sun Country Airlines own Contract if Carriage under section 240 states the following as excluded from liability:

  Sun Country Airlines assumes no liability for damages defined as normal wear and tear, including minor cuts, tears, dents, scrapes and soiling.
  
  Everytime someone is asked to define small cuts the answer is avoided and just stated sorry its not covered. Its not written in your policy, and I personally dont feel a 1, let anyone 2+ cut, or a 1-2 hole is minor in any way shape or form. The fact that this has happened 2 different times has let me to file a complaint for others to see whats acceptable (to your company) in handling of others personal property. I understand they wont look like new after running down belts and chutes, then loaded and unloaded again. However how my basically new bags look is horrible. Whats worse is the bags with the most damage knowingly has child car seats and strollers in them. 

  Business Response

  Date: 01/10/2024

  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 **********************. While we are sorry for our customers disappointment with our baggage policies, in fairness to all our customers we do not make exceptions to our policies and we are unable to provide compensation for the minor wear and tear to his checked luggage.
  
  We thank our customer for his understanding and hope to welcome him aboard again soon.
  
  Sincerely,
  
  Sun Country Airlines

• Initial Complaint

  Date:12/26/2023

  Type:Delivery 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.

  Suncountry does not provide itemized receipts or invoices for flights. This is very unprofessional. If I go to a bar and order $50 worth of food and drinks I get an itemized receipt. If I spend $500+ on airfare....I SHOULD GET A RECEIPT!!!!!

  Business Response

  Date: 12/29/2023

  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 are sorry to learn of our customers disappointment with our itineraries/invoices not having a detailed breakdown of charges. We are in the process of upgrading our systems which, along with many new features, will also include itemized receipts.
  
  We sent our customer itemized receipts for each passenger on his itinerary as requested.
  
  We thank our customer for selecting Sun ******************** and look forward to welcoming him aboard again in the new year.
  
  Sincerely,
  
  Sun Country Airlines

  Customer Answer

  Date: 12/29/2023

   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.

• Initial Complaint

  Date:12/16/2023

  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 writing to formally express my dissatisfaction with Sun Country Airlines concerning a recent incident where I missed my flight, SY392, because the pilot decided to depart earlier than the scheduled departure time.As a passenger, I relied on the provided departure time, and it was disconcerting to discover that the pilot chose to depart way ahead of schedule without any prior notice. This resulted in me missing the flight, causing inconvenience, additional expenses, and disruption to my plans.The workers at the airport were also not very helpful and claimed that they left 10 minutes early / at the expected time and that they were there, but they lied. When I arrived at the gate, there was no one. I urge Sun Country Airlines to review its policies and procedures to prevent such incidents in the future, ensuring that passengers are informed of any changes to departure times well in advance. Clear and timely communication is essential to maintaining the trust and satisfaction of your customers.I appreciate your prompt attention to this matter and expect improvements in communication and adherence to schedules.

  Business Response

  Date: 12/18/2023

  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 and explained that per our Contract of Carriage, all passengers must be available for boarding at the departure gate at least 30 minutes prior to departure.
  
  When a passenger misses their flight, they can be listed standby for the next available flight or receive a voucher for the value of the unused ticket, minus the $99.00 change fee. Our customer flew on the next flight later the same day. Therefore, no vouchers or any compensation will be issued.
  
  We look forward to welcoming our customer aboard again later this month.
  
  Sincerely,
  
  Sun Country Airlines

  Customer Answer

  Date: 12/18/2023

   I am rejecting this response because:

  The plane did not leave at 11:16am because I was there at 10:55 and the gates were already closed and the plane took off. The flight attendants on the next flight were also extremely rude to my sister. She needed to use the bathroom because her menstrual cycle started and the attendant told her to sit down but we saw 2 guys up front waiting to use the bathroom, but won't let her use the bathroom? That does not seem fair. Sun Country is very discriminatory against Asians. 
  
  

  
  

  Business Response

  Date: 12/19/2023

  Sun Country, **** d/b/a Sun Country Airlines, appreciates the opportunity to further address the issues expressed by our customer regarding her recent travel.

  All ** airlines must file flight departure and arrival times with the **** The data filed with the *** for flight 392 on 12/15 is the aircraft left gate B2 in ************* at 11:16am and was in the air at 11:42am. This information can also be verified on sites such as Flight Aware for any airline.

  We are sorry to learn of the rude behavior of the flight attendants as described in the complaint. We take these matters very seriously. Her comments have been documented and sent to our ******************* team for internal review and handling with the flight crew.

  We thank our customer for her feedback and hope to welcome her aboard again soon.

  Sincerely,

  
  Sun Country Airlines

• Initial Complaint

  Date:11/09/2023

  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'm just wondering how when I paid for two flights through Sun Country and did not use either flight. How they can not refund ( as they gave a voucher instead) but, now they are saying my vouchers will be void after today. I may not fly for sometime. A refund would make so much more sense to me. Not sure how they can just take my monies and not provide any type of service. I paid both flights w credit card. My Flight voucher # is ***************** in thee amount of ****** and thee original flight code is SDWJWH. I just received an email that is void as of 12 p.m. today. Also, I had booked another flight under same name at a different time. Haven't received an info. yet on that flight. Any assistance would be greatly appreciated. Thank you, *****************************

  Business Response

  Date: 11/10/2023

  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 original booking date. The voucher code was emailed to our customer on the day he canceled, 12/20/2022.
  
  Since he 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 were able to provide our customer with some details regarding his second reservation. We advised him to contact our reservations department with the reservation code so they can provide him with more details.
  

  We thank our customer for his understanding and hope to welcome him aboard again soon.

  Sincerely,
  
  Sun Country Airlines
  
  

  
  

• Initial Complaint

  Date:10/13/2023

  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.

  ****** purchased last January for family of 5. Airline cancelled our original flight and rebooked us for another. We had to cancel that flight because my husband is military and was put on orders so he is obviously unable to travel. ******* would only refund for my husband and not the rest of our family even though I explained we would not be travelling without him. There is no other business I have ever dealt with, that would not refund fully for military obligations. Orders were sent to the airline for verification of his status

  Business Response

  Date: 10/17/2023

  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 and confirmed our policy is to only issue a refund for the active military member when they are unable to travel due to military orders.
  
  Upon further review of their reservation, since their original flights were canceled, they are eligible for a full refund to the original form of payment. We have submitted a refund request to our accounting department for the remaining balance and voided the voucher that was issued.
  
  We thank our customer for his service to our **********************. We hope to welcome them aboard a future Sun Country flight.
  
  Sincerely,
  
  Sun Country Airlines
  

• Initial Complaint

  Date:09/25/2023

  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.

  We paid $1247.20 on reservation O4IEKS We had an evening flight on September 17 going from ********* back home to *********** upon arrival at the gate waiting to board our plane the gate agent targeted one of the females with us and would not her on the flight, the other 3 of us could get on that would have left her stranded alone in the airport by herself and we were not willing to leave her behind. We had asked why she wasnt allowed, no one would give us an explanation and we have asked *** Country twice for video evidence that she was not fit to get on the flight to come home, they have not produced the video yet. We had to pay another $1471.00 to fly home on South West Airlines 1 hour later. We have asked Sun Country to reimburse us for our flight home on South West or the original return home flight on SunCountry. They have given no evidence that she was unfit to get on the plane and will not produce the video evidence for this. It is my understanding that the ***********pilot have to be in agreement on the decision about not letting a passenger on the plane, neither one of them or any of the crew members from the plane came out and spoke to us. This was just the gate agent that felt they needed to ruin somones night and my boyfriend almost lost his job because we were not sure if we could make it home the same night.

  Business Response

  Date: 09/28/2023

  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 contacted our customer directly and advised her we take our responsibility to provide safe transportation very seriously.

  We did a thorough investigation regarding this matter and are confident the situation was handled appropriately. We advised our customer we are unable to release internal documents and video surveillance footage. Should she want to pursue this further, her attorney will have to file a lawsuit with our legal department.

  While we are sorry for the disruption to their travel, no compensation or further action will be provided by our customer care team.

  Sincerely,

  
  Sun Country Airlines
  

  
  

  Customer Answer

  Date: 09/30/2023

   I am rejecting this response because:
  We have asked suncountry no less than 2 times  for video footage of our friend being unruly, unfit to board the flight as she was not a safety risk for anyone. We saw actual intoxicated people allowed to board the plane. Sun country has never provided us the video footage that we have requested  nor have they ever said they cant give it to us. We paid an additional $1409 to fly home less than 1 hour later on a different airline. All we are asking for is to see this video footage and reimbursement of our original 4 return tickets purchased on Sun Country from ********* back to *********** 
  
  

• Initial Complaint

  Date:08/28/2023

  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 took a trip in Sun Country from *** to *** at 8/28 around 11:34 AM, when I got in the plane, I realized I left my phone at the blue seats outside the gate. The air attendant said I couldn't exit out the plane due to security policies, so she said she would get an agent to help find my phone for me. After the whole trip, the same person asked me if I "find my phone" which is not something I want to hear, because I thought she was getting an agent to find my phone for me, she hasn't communicated to me if this has happened or not. When I got back home 8/28 at ***********, I checked in the Lost and ************ and Sun Country baggage claim to look for any phones around, they both haven't found anything, not even the airport police.With this mishandling and a fraud lie from a staff that they would get someone to find it, when they didn't, I want Sun Country to improve their staff communication and action procedures whenever someone is missing an item. I am also asking for reimbursement for this mishandling too.

  Business Response

  Date: 09/01/2023

  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 address his concerns.

  Sun Country is not responsible for passenger items left behind on the aircraft or anywhere in the airport. Once passengers are on the aircraft, they cannot leave the secured area unless they no longer want to take the flight. When an item is left in the gate area, if the flight crew has time, they may reach out to a gate agent to look for the item. There are no guarantees that any employee will have the time to retrieve an item left behind as their primary responsibility is to make sure the flight is boarded safely and securely and departs on time.In no circumstance will a flight be delayed retrieving an item left behind.

  While we are sorry to learn he was unable to locate his phone and for his disappointment with our service, no compensation will be provided.

  We thank our customer for selecting Sun ******************** and hope to welcome him aboard again soon.

  Sincerely,

  Sun Country Airlines
  

  
  

• Initial Complaint

  Date:08/24/2023

  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.

  Better Business Bureau complaint #******** July 6, 2023 Sun Country Airlines Lost Baggage: LASSY12240 Medium, maroon (dark red), soft, 4 spinner wheels *There has NOT been a financial resolution at all." On August 1, 2023 I received this response as a response to the Better Business Bureau Claim:"We have been experiencing a higher-than-normal number of baggage claims and we thank you for your patience as we work to resolve your claim. We also greatly appreciate your feedback regarding the claim process. Please be assured it is being reviewed by our management teams to help us identify any improvements we need to make to our baggage claim processes."

  Business Response

  Date: 09/01/2023

  Sun Country, **** d/b/a Sun Country Airlines, appreciates the opportunity to further address the issues expressed by our customer in the second complaint filed with the Better Business Bureau regarding her delayed bag claim.

  We have contacted our customer with the final settlement payment for reimbursement of the receipts she provided for expenses she incurred while she was without her property. We reimbursed all items on the receipts she provided.No additional compensation will be provided.

  We thank our customer for her patience in resolving this matter and hope to welcome her aboard again soon.

  Sincerely,

  Sun Country Airlines

  Customer Answer

  Date: 09/10/2023

  I am rejecting this response because:  I have been left without any financial compensation since July 6, **** when my luggage was lost. The very first offer of payment was not until August 26, 2023, over a month past  billing cycles for credit card interest, most credit cards have rates near or above 20%. With that said, at the very least I do expect an additional $120.00 as interest on the expense of the lost items and the cost to replace them. I also continue to request payment of no less than $100 to replace my luggage. 
  

   Sun Country is only reimbursing receipts I have. They are not taking into account my luggage, which I provided a picture of but do not have a receipt... Swiss Gear maroon (dark red) medium 4 wheel soft suitcase. I also cannot understand why items such as underwear, flip flops, etc. that were listed on my original paperwork, but did not have receipts cannot be calculated into the settlement.

  *US ********** of *************** The maximum liability amount allowed by the regulation is $3,800 per passenger."

   

  Sun Country Customer Care <****************************************************************************> Sat, Aug 26, 12:05?PM
  
  to me
  
  Greetings *********,
   
  
  This amount represents the reimbursement that we have determined as being reasonably purchased necessities. A check representing the following amount will be sent to you via mail. The following is the mailing address we have on file:
   
  *************************************************************************
   
  Please notify **, if this is an incorrect address, and allow up to three weeks for this check to arrive.
   Receipts submitted $603.35
  Final cash settlement $603.35
   
  

  
  

  Business Response

  Date: 09/11/2023

  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 **********************.

  Airlines will only reimburse passengers for delayed/lost items that have receipts. We do not offer replacement value as we take into account wear and tear of the items and apply depreciation.

  While we are sorry for her disappointment with the resolution of her claim, no further action will be taken. 

  Sincerely,

  Sun Country Airlines