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:08/17/2023

  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.

  This is ridiculous. Flight from ********* to *********** has been repeatedly delayed and then once it was finally boarded they turned off all air conditioning even though it's over 100 degrees outside and thry are making us sir here melting and feeling sick. We have been stuck on this airplane with absolutely no air conditioning for a over an hour. This is a completely unacceptable way to treat your customers. We're still sitting here melting. I want a refund for the price of the tickets for myself and my daughter

  Business Response

  Date: 08/22/2023

  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 apologized for the inconvenience caused by the hot aircraft and delayed flight.

  Sitting in an uncomfortable aircraft is not pleasant for passengers nor the flight crew, and we do our best to maintain a comfortable cabin temperature throughout the duration of our flight. We have limited capabilities of adjusting the cabin temperature until the aircraft has reached its cruising speed and altitude.Temperatures will also vary throughout the cabin and the flight crew does its best to maintain a comfortable temperature while airborne.
  
  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. While we regret the disruption in service she encountered, we are not issuing compensation due to this delay.

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

  Sincerely,

  
  Sun Country Airlines
  

  
  

  Customer Answer

  Date: 08/22/2023

   I am rejecting this response because:
  
  This is completely unsatisfactory. There is absolutely no resolution offered and it is very clear the airline does not value their customers or their time. I understand that there are sometimes delays that are beyond the airlines control, but this was NOT one of those situations. They could have had told us what was happening. They absolutely could have turned on the air to the cabin because it was on in the beginning when we boarded, then it was shut off. They could have offered water or some type of snack to the multiple passengers that had been stuck in the 100 degree cabin of the plane, but instead, there was not one single flight attendant visible in the cabin. Instead they were in the very front of the plane where they had several fans to cool themselves. There was almost Definitely air conditioning in the cockpit too. And it was close to 2 hours they made us sit there with absolutely no acknowledgment of the heat or delay. We were told numerous times we would be leaving momentarily and then continued to sit there. I fly several times each month for a few years and I have never been treated like this on a flight. 

  Business Response

  Date: 08/29/2023

  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 **********************. We have passed along our customers concerns to our ******************* team so they may conduct an internal review to see what opportunities there may be for improvement. As stated previously,we have limited capabilities of adjusting the cabin temperature until the flight is airborne. When the aircraft is on an active runway, passengers and crew need to remain seated.

  While we understand our customers frustration, and empathize with the situation, no compensation was offered for this flight delay.

  We thank our customer for her feedback so we may work to improve our service. We hope to welcome her aboard a future Sun Country flight.

  Sincerely,

  Sun Country Airlines

• Initial Complaint

  Date:08/04/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a roundtrip flight to **** ****** for my wife and I. As the travel date approached, my wife couldn't go so i arranged for a friend to replace her. No changes to the dates or times of the flights. I was told that i had to cancel her flight for a cancellation fee of $232.00 Then i had to book a new flight for the person replacing her for $512.80 and apply the cancellation voucher of $91.20 for an additional cost of 421,60. I'm out a total of $653.60 just to change the names on the ticket. This seems exploitive Thanks for your consideration

  Business Response

  Date: 08/10/2023

  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 and clarified our cancelation policy.

  Minor name corrections are permitted, but name changes are not allowed. These terms and conditions were agreed to at the time of purchase are available on our website.

  When a passenger elects to cancel their reservation, the value of the fare, minus any applicable change fees, is refunded to an electronic credit voucher with an expiration date of one year from the original booking date. While we are sorry for his disappointment with our cancelation policy, the cancelation and new reservation were processed correctly, and no refund will be provided. 

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

  Sincerely,

  Sun Country Airlines
  

  
  

  Customer Answer

  Date: 08/10/2023

   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.  However i think their policy is price gouging and will never fly on them again

• Initial Complaint

  Date:08/03/2023

  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.

  My bag was lost by sun country and they have provided the worst customer support and updates of where my bag is. I flew from *** to MSP on flight SY504 on July 30th. I checked my hot pink bag and have called continuously for an update. They have told me to go buy new things and that we should have your bag soon. They said they will compensate me for items purchased during this time; but can't even afford a tracking system on my luggage. So I call daily for an update. Would like more answers and to be compensated the full amount if my bag is not found. This is unacceptable and this airline needs to do better. They also did not provide good airflow on the plane. This resulted in several children being very uncomfortable. One which was sitting in 3D through F. I gave the mom my fan for her baby since I had a handheld one that blew cold air. The instant I gave it to him he was better since he was very uncomfortable still after almost an hour and a half into our flight. I would like my bag back asap and actually someone looking for it. I feel like I've asked for it to be looked for and no one has done anything

  Business Response

  Date: 08/08/2023

  Sun Country, Inc.d/b/a Sun Country Airlines, appreciates the opportunity to address the issues expressed by our customer in the complaint filed with the **********************.
  
  We apologize for the inconvenience caused by the mishandling of her bag. Our baggage department is currently experiencing longer than normal response times and we are sorry for the difficulties shes encountered trying to resolve this matter. Claims are worked in the order they are received. We have verified our baggage team is in receipt of her claim. We have also documented our customers concerns and sent them to our baggage management team for internal review and handling with the employees involved. We appreciate all feedback so we may work to improve our service.
  
  Sitting in an uncomfortable aircraft is not pleasant for passengers nor the flight crew, and we do our best to maintain a comfortable cabin temperature throughout the duration of our flight. We have limited capabilities of adjusting the cabin temperature until the aircraft has reached its cruising speed and altitude. Temperatures will also vary throughout the cabin and the flight crew does its best to maintain a comfortable temperature while airborne. We sent our customers comments to our Maintenance Manager for review.
  
  We appreciate our customers patience in resolving her baggage claim and hope to welcome her aboard again soon.
  
  Sincerely,
  
  Sun Country Airlines  
  

  Customer Answer

  Date: 08/08/2023

   I am rejecting this response because: it is now day 9 of no bag, there had been no compensation for any replacement of my lost items. I have since purchased items that I need daily. I suffer from depression and this has caused a flare in my depression to be without my maintenance items that I need on the daily. I entrusted you with my belongings and not sending any compensation for items I have purchased in a timely manner due to your loss or delay in my baggage is a severe reverence in my eyes of trust. 

  I am supposed to be flying in December with my entire family to Mesa.  I do not feel comfortable flying with you; but you will not refund me my money. 

  
  

  Business Response

  Date: 08/14/2023

  Sun Country,Inc. d/b/a Sun Country Airlines, appreciates the opportunity to further address the issues expressed by our customer in the complaint filed with the **********************.
  
  We thank our customer for her additional feedback regarding our baggage claim process. Her feedback has been documented and sent to the appropriate management teams so they may use it help identify areas of improvement to our claim process.
  
  We received our customersclaim on July 30th. As advised in the response we provided, during peak travel times, responses may take up to 30 days.  
  
  We thank our customer for her understanding and patience in this matter. 

  Sincerely,

  Sun Country Airlines

• Initial Complaint

  Date:07/24/2023

  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.

  Concerning reservation numbers: L7ISRJ and K8Q5JT We were 10 travelers across two reservations making a round trip from *********** to *******. Our return was scheduled for 7/9/2023. We got 3 text messages from Sun Country Airlines. One at 4:41pm delaying our flight by over 2 hours. The next message came a little later delaying the flight by a further 1/2 hour. The final text came at around 7pm canceling our flight with a phone number to call for further assistance. No one ever picked the phone. In our party we had children, one as young as 3 years and an 83 year old senior citizen. It being Sunday and most of us having to go to work on Monday we had to rent two cars and drive all the way to *********** arriving at 4:00am 7/10/23.Sun Country refunded the one way fare for all passengers but given what they had put us through we felt some additional compensation would be fair. We called them to ask and they declined any form of additional compensation. Not only that, they refunded part of the fare through a travel voucher that is only valid through August 6th, 2023. How are we going to use the voucher in that short a time? And why didn't they refund the amount in cash which is how we had paid for the bulk of the fares?

  Business Response

  Date: 07/31/2023

  Sun Country,Inc. d/b/a Sun Country Airlines, appreciates the opportunity to address the issues expressed by our customer in the complaint filed with the **********************. We have contacted our customer directly and apologized for the inconvenience caused by the flight cancelation.
  
  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 our customer with a suitable alternate flight option, a refund has been processed to the original forms of payment for the canceled flight. In this instance, the original forms of payment were a **** and travel voucher. The expiration date of the voucher is the last day to apply the voucher toward future travel. Our schedule is currently available through Mid-April 2024.
  
  While we regret the disruption in service, we do not provide any compensation or additional reimbursement for a canceled flight, including travel vouchers, parking fees, rental cars, hotels, tickets purchased on other carriers, and other expenses.
  
  We thank our customer for his feedback and sincerely apologize for the disruption to his travel plans.
  
  Sincerely,
  
  Sun Country Airlines

  Customer Answer

  Date: 07/31/2023

   I am rejecting this response because:
  
  I'm waiting for the day the law is passed when airlines have to compensate travelers for the inconvenience they caused them instead of just providing lip service of how much they care about customers and customer service
  Never going to travel Sun Country again
  

• Initial Complaint

  Date:07/24/2023

  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.

  On June 9th my flight was cancelled due to employee call in (pilot). There were no other flights on Sun County Airlines until Sunday June 11th - 2 days later. This was not a weather-related incident. I recieved no compensation for my 2 days of being delayed. I think in their policy states that there is compenstion of some sort for the delay due to their issues. I got nothing . No miles no credit nothing. 2 days delayed due to them NOT WEATHER. There should be some compensation of some sort.

  Business Response

  Date: 07/31/2023

  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 apologized for the inconvenience caused by the flight cancelation.
  
  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.  As we were able to provide our customer with an alternate flight option and she flew on that flight, no refund is due.
  
  While we regret the disruption in service she encountered, Sun Country does not provide any compensation or reimbursement for personal expenses resulting from a canceled flight, regardless of the reason for the cancelation.   
  
  The flight interruption our customer experienced is not what she should expect from Sun Country. We hope to serve her well on a future flight. 
  
  Sincerely,
  
  Sun Country Airlines

• Initial Complaint

  Date:07/24/2023

  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.

  Flight purchased in May for travel in September. In July Sun Country changed the flight time from **** to ****. This loses almost an entire day of visiting my daughter in college. Company only offers a voucher rather than refund.

  Business Response

  Date: 07/31/2023

  Sun Country,Inc. d/b/a Sun Country Airlines, appreciates the opportunity to address the issues expressed by our customer in the complaint filed with the **********************. We have contacted our customer directly and apologized for the inconvenience caused by the schedule change to her reservation.
  
  Schedule changes are a common occurrence in the airline industry and are most commonly due to aircraft and/or airport availability. When schedule changes are made to a reservation,passengers have the following options:
  
  Keep the reservation as is with the new flight (time/date) as listed on the itinerary.
  Rebook to another flight (same city) at no cost within 7 days of the original schedule.
  Cancel flight(s) and retain the full value of the flight(s) and ancillaries in the form of a Sun Country flight credit for any unused segments.
  
  In the event of a large schedule change of 6 hours or more, or a city change, passengers may choose to cancel their flight(s) for a full refund to their original form of payment for the booking. Since our customers schedule change was less than 6 hours, it does not qualify for a refund to the original form of payment.
  
  We thank our customer for her feedback and sincerely apologize for the disruption to her travel plans.

  Sincerely,

  Sun Country Airlines

  
  

  Customer Answer

  Date: 07/31/2023

   I am rejecting this response because airline should offer refund when making signficant flight schedule change.  This is backed by DoT guidelines.
  
  
  

  Business Response

  Date: 08/07/2023

  Sun Country,Inc. d/b/a Sun Country Airlines, appreciates the opportunity to further address the issues expressed by our customer in the complaint filed with the **********************.
  
  Airlines are required to refund passengers tickets to the original form of payment if the airline cancels a flight or there is a significant schedule change. For Sun Country, a significant change is six hours or more. This information is provided in our Contract of Carriage. In fairness to all our customers, we do not make exceptions to our policies.
  
  Sincerely,
  
  Sun Country Airlines 

• Initial Complaint

  Date:07/24/2023

  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.

  Booked a flight sun country airlines several months ago. Two reservations. We had a group of 14 with 9 of the passengers under the age of 12. The flight was round trip 7/21 *** to 7/24 *** Everything was amazing on the way to ***. Unfortunately, on the way back, our flight was canceled 15 minutes before boarding. We tried to call and get a different flight and was told the next flight available was not until Thursday 7/27. The representative from sun country lied to us and told us they cannot offline book and cannot pay for room and board. We were sitting next to another passenger that was on the phone with sun country and was given a a sameday flight with delta. Without the representative, even knowing after telling us the reservation for the room is not available we received a text for complementary stay at Doubletree. The representive name was ******* very unaccommodating. I had mentioned to her my brother has a special needs kid at home. I need to get back as soon as possible did not even care to help. We are asking for a full refund after only being given half of the amount. We would also like to be compensated for the additional flights. We have to book the next day, which was over $200 per person. We also had a kid that gets motion sickness and took his medication in the morning and had to find a way to get more medication for him for the next day.

  Business Response

  Date: 07/31/2023

  Sun Country,Inc. d/b/a Sun Country Airlines, appreciates the opportunity to address the issues expressed by our customer in the complaint filed with the **********************. We have contacted our customer directly and apologized for the inconvenience caused by the flight cancelation.
  
  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. As we were unable to provide our customer with a suitable alternate flight option, a refund has been processed to the original form of payment for the canceled flight.
  
  While we regret the disruption in service he encountered, Sun Country does not reimburse for personal expenses resulting from a canceled flight. Per our Contract of Carriage for delays, misconnections or cancelations, 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 only time passengers are rebooked on a different carrier is if their ticket was purchased through an airline that we have an interline partner agreement with.Those tickets fall under the Contract of Carriage of the airline the ticket was purchased though. Since our customers tickets were purchased directly with Sun Country, the terms and conditions of our Contract of Carriage is what was agreed to when purchasing their tickets.
  
  The flight interruption our customer experienced is not what he should expect from Sun Country. We hope to serve him well in the future.
  
  Sincerely,
  
  Sun Country Airlines
  

  Customer Answer

  Date: 08/04/2023

   I am rejecting this response because. 
  

  I was sitting next to a passenger heard the conversation on speaker  they set them up with another airline  the next flight out wasnt for a few days  I would like a full refund for our whole group  it cost us a lot to stay an extra day with that many people

  
  

  Business Response

  Date: 08/07/2023

  Sun Country,Inc. d/b/a Sun Country Airlines, appreciates the opportunity to further address the issues expressed by our customer in the complaint filed with the **********************.
  
  We cannot discuss another passengers ticket. As stated previously, the other passenger may have had a ticket purchased through one of our interline partners whose ticketing agreements are different than his ticketing agreement made when booking directly with Sun Country.
  
  While we are sorry for the circumstances surrounding his travel, no additional compensation will be provided besides the refund of the canceled Sun Country flight.
  
  Sincerely,
  
  Sun Country Airlines 

• Initial Complaint

  Date:07/14/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Today, 7/14 Sun Country send me an email that was flight departing at 3:20 was cancelled. I received the email around noon and lucklly check my email as I was busy working my job and still needed to pack to leave. Had I not checked email I would not have known. I needed to get to my destination today!! They only said well sorry nothing we can do! Not acceptable. They just leave you stranded or have to pay another airline $400+ to get grab a same day flight out!! Not ok!! They should offer more than just your money back as there are other factors involved. Such as tickets purchased for events to where you were going, transportation, hotels etc.!!!!! Getting a mere refund is NOT ENOUGH!

  Business Response

  Date: 07/20/2023

  Sun Country,Inc. d/b/a Sun Country Airlines, appreciates the opportunity to address the issues expressed by our customer in the complaint filed with the **********************. We have contacted our customer directly and apologized for the inconvenience caused by the flight cancelation.
  
  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 our customer with a suitable alternate flight option,a refund has been processed 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 her feedback and sincerely apologize for the disruption to her travel plans.
  
  Sincerely,
  
  Sun Country Airlines

  Customer Answer

  Date: 07/20/2023

   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. It really isnt but theres nothing more to do at this point. I dont think Ill fly this airline anymore. It cost me concert tickets and hotel room fees.

• Initial Complaint

  Date:07/13/2023

  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 didn't see my bag at baggage claim so I talked to the baggage **** at the carsousel. The women came out with me and looked in all the places and we did not see the bag. She had me file the paper work. 4 hours later they state the bag is there and that I missed it. They would not forward my bag because they said it was my fault. They hung up when i was asking for more help. had to drive 5 hours back to get my bags. after all my complaining they say they will credit me 35$. Awful experience. the degree of disrespect was what put me over the top.

  Business Response

  Date: 07/20/2023

  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 are sorry to learn of the difficulties our customer encountered locating his bag at the baggage carousel. Often when a bag cannot be immediately located it means another passenger accidentally took the wrong bag. When the bag is returned to the airport, we do our best to contact the correct owner as quickly as possible. Although we apologize for the inconvenience, this is out of the airlines control, and we do not offer compensation. As a courtesy, a refund of his baggage fee was issued.
  
  We thank our customer for choosing Sun ******************** and hope to welcome him aboard again soon.
  
  Sincerely,
  
  Sun Country Airlines
  
  

  Customer Answer

  Date: 07/20/2023

   I am rejecting this response because:

  The response that another person may have taken the bag is totally acceptable  the customer service person did not say that   They belittle me and insulted me saying I missed the bag even when I explained there person from their airline walked with me to check   There was an opportunity to make it right and get the bag to me but the agent didnt  help and only made everything worse   Without resolve I had to drive back to get the bag. SUN COUNTRY employees treated me like &@! 

  
  

  Business Response

  Date: 07/26/2023

  Sun Country,Inc. d/b/a Sun Country Airlines, appreciates the opportunity to further address the issues expressed by our customer in the complaint filed with the **********************.
  
  We apologize for the agents comments and behavior as described by our customer. We have passed the feedback along to the agents manager for internal review and handling. While we are not certain of the exact reason for not being able to locate the bag immediately, no compensation will be provided besides the refund of his bag fees.
  

  Sincerely,

  Sun Country Airlines

• Initial Complaint

  Date:07/10/2023

  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.

  I booked a round trip flight with the airline on 6/26/23 for MSP to MYR on 7/7/23 and was to return on 7/10/23, but the flight was cancelled due to the airline not being able to crew the flight. Additionally, my flight into MYR was delayed after a Sun Country employee drove a baggage cart into the plane and damaged it to the point it was grounded. When I received the info via text on 7/10/23, the airline's website still showed the flight as available -- causing more confusion regarding the situation. I called the number provided in the text to see what the next steps were, which lead me to speak with **** with Reservations. She told me the reason for the cancellation, and offered only two options: 1) refund my ticket, 2) put me on their next flight out, which isn't until 7/14/23. When I asked about being moved to another airline, I was told they do not have agreements with other airlines and they wouldn't be able to do that. I asked about compensation regarding the situation and she told me she wasn't capable of handling that. I then requested to be transferred to her supervisor or a party that would be capable, she sent me to her supervisor, ***. *** then proceeded to give me a similar response with the caveat of 'at this time' ... implying that he could potentially have direction to provide alternative solutions, but later reneged when pressed for an ETA for when things could change. *** then said I would need to speak with their customer care team, which I asked to be transferred, he went to check what it would take for me to speak with them and after about 15 minutes he came back to the call and said I would need to go through the website to seek any compensation. When I asked for a direct number he refused, when I asked for additional methods to identify ***, i.e. last name initial, supervisor's name, etc... all were refused. I asked for the call to be further escalated and was refused. At this point I'm seeking compensation for expenses related to this ordeal.

  Business Response

  Date: 07/18/2023

  Sun Country,Inc. d/b/a Sun Country Airlines, appreciates the opportunity to address the issues expressed by our customer in the complaint filed with the **********************. We have contacted our customer directly and apologized for the inconvenience caused by the flight cancelation.
  
  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.  As we were unable to provide our customer with a suitable alternate flight option,a refund will be processed to the original form of payment for the canceled flight.
  
  While we regret the disruption in service our customer encountered, Sun ******************** does not reimburse for personal expenses resulting from a delayed or canceled flight. Per our Contract of Carriage for delays, misconnections or cancellations, 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 of the Contract of Carriage were agreed to upon purchase of his ticket. 
  
  The flight interruption our customer experienced is not what he should expect from Sun Country. We hope to serve him well in the future.
  
  Sincerely,
  
  Sun Country Airlines
  

  Customer Answer

  Date: 07/18/2023

   I am rejecting this response because: the response mentions they do not have agreements with other carriers, yet on their website they list other carriers that they have a partnership with: **********************************************************

  Additionally, it would have been one thing if they had another flight later that day, or even the next day, but the next available flight was on 7/14 ... meaning I would have had to make accommodations that exceeded the length of the original trip to deal with their inability to perform the basic function of their business.
  

  If the airline is unable to adequately staff their crews, thus causing cancellations, then the airline should be held liable to the same extent as though they overbooked flights because the outcome for the affected customer is the same -- a missed flight due to negligence on behalf of the airline. Again, this isn't a canceled flight due to weather, flight traffic, nor mechanical issues, but rather the airline not having contingencies in place for these situations -- whether it be partnerships with other domestic carriers, backup crews, or paying out compensation.

   

  Business Response

  Date: 07/26/2023

  Sun Country,Inc. d/b/a Sun Country Airlines, appreciates the opportunity to further address the issues expressed by our customer in the complaint filed with the **********************.
  
  The partnership Sun Country has with airlines like Emirates and Condor means a passenger traveling on those airlines can have a connecting flight with Sun Country and their bags will be checked through to their final destination. It does not mean we can rebook passengers on those airlines.

  Since most of our flights operate at capacity, we are not always able to rebook passengers in a timely manner. While we are sorry for the inconvenience this caused, we do not make exceptions to our policies and no additional compensation besides the refund of his canceled flight will be provided.

  Sincerely,

  Sun Country Airlines