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:07/05/2023

  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.

  Sun Country cancelled our flight on Sunday June 25th from ****** back to ****** for a group of 16 (They said sent notice but no one in our group received anything). This seems to be a very common for them, as they cancelled the same mid day flight back to ****** the previous week (a daughter of one our group of 16 had same issue on their flight). *** Country said could book our group for a Tuesday morning flight but policy was no help for hotel, food, etc. Obviously unacceptable! We had to book a return flight on American (only airlines available as Sun Country late flight was full). When requesting a full refund of our out of pocket costs for travel back, they said their policy is to only reimburse the original return airfare amount only. Talk about a lack of caring for anyone due to their sole business decision to cancel (ie not weather or mechanical).

  Business Response

  Date: 07/06/2023

  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 **********************. Sun ******************** does not have ticketing agreements with other airlines, so when a flight gets cancelled, our passengers can receive a refund, or be booked on the next available Sun Country flight to the same destination at no charge. For many of our destinations, we only provide service a few days a week and we are sorry our next available flight was not a viable option for his group.
  
  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.  The terms and conditions of the Contract of Carriage are agreed to upon purchase of every ticket.  To be consistent with all our travelers, we are regrettably unable to make any exceptions to policies. Our customer will receive the refund for his group via a mailed check for the canceled flight.
  
  The flight disruption he experienced is not what our customers should expect from Sun Country Airlines. We hope to have the opportunity to serve him well on a future flight.  
  
  Sincerely,
  
  Sun Country Airlines

  Customer Answer

  Date: 07/06/2023

   I am rejecting this response because:
  
  This has become a standard practice of this airline.  The week prior to our cancellation, ***** of our adult group said their daughters same middle flight was cancelled.  These cancellations are neither weather nor mechanical related issues.  They are apparently cancelling the middle flight to fill their early and late flight and disregarding any hardship and extra cost to passengers as they hide behind their attempt in limiting their costs by just doing refund.  I will also register a complaint with the *** on their dubious business practices.  The public has recourse beyond just getting a refund and that will be explored as well.  

• Initial Complaint

  Date:06/22/2023

  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.

  Dates: 5/19 & 6/1 Reservation codes: *************** I booked two reservations from 8/24-8/28 for a girls group bachelorette trip to **********. Yesterday the bride's sister and matron of honor who was part of the bridal party and trip passed which has paused the wedding. She has asked to cancel any travels and plans connected to the wedding for the time being while her family grieves and mourn the loss.I reached out to customer service to cancel reservations and get refunds and was advised that only option was a voucher. As the trip will not be happening and one of the travelers is now deceased, can we please get refunds instead of vouchers? This death was tragic and has been very heartbreaking and shocking to everyone. We did not plan or expert this loss and I feel in this case it is fair to process a refund so everyone can be reimbursed for their tickets including the bride and her deceased sister. In any other case, a voucher would seem reasonable but in this case, it doesn't seem fair for the only option to be a voucher or credit.

  Business Response

  Date: 06/23/2023

  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 responded directly to our customer and advised that Sun ******************** tickets are non-refundable, and these terms and conditions were agreed to at the time of purchase. Cancelation fees were waived as a gesture of goodwill and instruction was provided on how to be refunded for the passenger who has sadly passed away.
  We sincerely hope our customers will have the opportunity to use their travel voucher at a later date.
  
  Sincerely,
  
  Sun Country Airlines

• Initial Complaint

  Date:06/21/2023

  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.

  ******* refused to issue a refund after a traveler injury is going to prevent travel. Injured party was not expected and cancellation is not within 24 hrs of booking Voucher is good through January ****. There is no guarantee party can travel at that time either.We just want our $2400 back. Sun country is being unreasonable and we will never use this carrier again if money is not refunded in full.

  Business Response

  Date: 06/22/2023

  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 responded directly to our customer and advised that Sun ******************** tickets are non-refundable, and these terms and conditions were agreed to at the time of purchase. To allow our customer maximum usage of their voucher, Sun Country waived the change fees.
  While we understand our customers frustration, we must remain consistent with the enforcement of our policies and cannot provide exceptions to the terms and conditions agreed to at the time of purchase. Therefore,tickets remain non-refundable, and we are not extending flight credits.
   
  We hope our customer will have the opportunity to use the flight credit so we may serve them well on a future Sun Country flight.
  
  Sincerely,
  
  Sun Country Airlines  

• Initial Complaint

  Date:06/20/2023

  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.

  Sun country cancelled our second leg return flight from *** to ****** ** after leaving MN, 6/11, departure 5:40 pm, and did not refund ** for our flight or accommodate us for the cancellation:(We at least want our flight refund as soon as possible, we were told this would happen when we called the airlines, via email, but they never emailed or called us. The flight # was SY122, LAS TO ***, again 6/11. Please contact me asap for the refund.

  Business Response

  Date: 06/20/2023

  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 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 **** 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, 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:06/11/2023

  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.

  Reservation code J6768Z for passenger F**** K****, return flight SY1816 ***-MSP was canceled and there is no representative to speak to with the number they provide, no call back in queue NOR any option online to receive a refund. Booking total with Sun Country $190.80 and in turn $400 next day return flight one way to *********** because of cancelation- it is fraudulent.

  Business Response

  Date: 06/12/2023

  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 her with a suitable alternate flight option, a refund has been processed to the original form of payment for the canceled flight.Unfortunately, we do not provide any additional reimbursement for a canceled flight, including parking fees, rental cars, hotels, tickets purchased on other carriers, and other expenses.
  
  We sincerely apologize for this service interruption.

  Sun Country Airlines 

• Initial Complaint

  Date:06/09/2023

  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.

  On June 8, 2023 I was returning to *********** from **************. When I arrived at the desk to obtain my daughter and my flight ticket. I checked my bag in that I paid for in advance. She asked about my daughter's luggage I told her it goes under the seat. She asked me to put it in the bag check thing to assure it fits. I did & it ******* She asked me to turn it side ways to see if it fits. It did not fit. She charged me $50 & said if I couldn't pay I couldn't take the luggage. The luggage does not go under the seat side ways. My daughter carries ************** kids luggage from Macys which is 12 x9x18 their limit is 17x13x9. When I emailed them about they sided with their employee. I flew into ****** with it under the seat.

  Business Response

  Date: 06/13/2023

  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 difficulties she encountered in ******.
  
  We advised due to the inconsistencies with bag charges between the airports, we will refund the $50.00 she was charged at the ************** back to the original form of payment.
  
  We hope to welcome our customer aboard again soon.
  
  Sincerely,
  
  Sun Country Airlines

  Customer Answer

  Date: 06/13/2023

   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:06/03/2023

  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 purchased 5 round trip Sun Country airline tickets from *********** to ************ on February 7th, 2023 for a trip departing *********** on May 8 and returning on May 15. There were six people in my travel party, one which at the time was a 17 month old which did not require a ticket. The night before the flight, I checked in online for the flight for the other four ticketed passengers in my party. Because I was traveling with an infant, I was unable to check in online and had to check in in person before the flight. We arrived at Terminal 2 in *********** and were in line 90 minutes before our flight as what is advised by sun country. When we got there, the line to check in was very long. My party of six was in line with me. As the line got shorter, we heard some an announcement via speaker for travelers to ******* to move to the expedited line. Shortly thereafter, we heard another lady yell for passengers to another destination to move to the expedited line. About fifteen minutes later, we heard the same lady yell for another destination to move to the expedited line. She did not use the all-call system as they had for the first announcement to *******, she was just yelling out loud. The third call it turned out was her yelling for people traveling to ************ to move to the expedited line. It didn't sound anywhere close to ************ or else we would have asked. Finally, at 45 minutes prior to our flight, it was our turn to be checked in. The attendent told us that it was now 43 minutes prior to our flight and since we had not finished being processed 45 minutes prior to our flight, we were unable to fly. She said, "Didn't you hear me yell?" I told her no. I then asked her if the other four people in my party could fly since they have boarding passes and she told me no. Sun country has since said they could have as long as they could have made it to the gate 15 minutes before flight. I'd like a full refund.

  Business Response

  Date: 06/09/2023

   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 long lines at the airport ticket counter.
  
  We ask that our passengers arrive for check-in at least 2.5 3.0 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. All passengers must be available for boarding at the departure gate at least 30 minutes prior to departure.
  
  When passengers miss their flight, they can be listed on standby for the next available flight. When the next available flight is not a viable option, a voucher for the value of the unused portion of the ticket, minus the $79.00 change fee per person can be issued. As a courtesy, we waived the fees and issued a voucher for the full value of the unused tickets. *** Country does not reimburse for personal expenses resulting from a missed flight and the tickets remain non-refundable.
  
  We hope our customer will use the voucher so we may serve him well on a future Sun Country flight.
  

  Sincerely,

  Sun Country Airlines

• Initial Complaint

  Date:05/30/2023

  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.

  Originally bought airline tickets 07/23/21, when the time the flight came on 08/28/21 my girlfriend and I had covid. Sun country then issued me an airline voucher good for 1 year only. Sun country has limited flights out of ****** and none available for parts of the year. I reside in ******, **. I called several times to get the voucher extended and was told they could not extend it. I asked for a refund and was told it was not available. Sun Country agents then set me for a flight from *** to *** 11/23/22 and *** TO *** 11/2822 in an attempt to keep the money and said I can keep changing flights, as this date approached for a trip I had no interest in taking, they again changed flights to *** to *** 04/23/23 and *** to MPS 05/19/23 another 2 flights I was not going to take. Again an attempt to keep money and not refund me. I have no resolution now. I have attempted several phone calls over month and sent internet inquiries asking for management and no response. I am now out ****** because sun country refused to refund my money and instead keeps booking flights out that I never intend to use. Also with their limited flights out of ******, it's almost impossible, Sun Country has the issues that need to be corrected. I would like my money refunded.

  Business Response

  Date: 06/08/2023

  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 advised that Sun ******************** tickets are non-refundable and flight vouchers are valid for one year from the original date of purchase. Sun Country is unable to extend the expiration date of flight credits. All flight vouchers must be redeemed by the expiration date. Travel does not need to be completed by the expiration date; he simply must have booked a new reservation by that date.  
  
  Since he did not rebook or travel on the reservation paid for with the voucher, the credit has been forfeited.  We apologize for any inconvenience, but we are not able to provide any exceptions to our flight credit policy.   
  
  We thank our customer for his understanding.
  
  Sincerely,
  
  Sun Country Airlines

  Customer Answer

  Date: 06/08/2023

   I am rejecting this response because:
  Sun Country limits their flights from ******. This is sun countrys own doing not mine. It has limited routes and available months from ******. This has been an ongoing dispute for over 2 years. Sun Country easily could have refunded my flights but refused. They literally are forcing me to fly their limited route limited time airline. One year is not acceptable to plan another trip based on availability from work, financial situation, and rising costs due to inflation. Sun countrys solution is asinine. To book imaginary flights from city to city you never plan to go on is beyond ridiculous. I am requesting a full refund as services were not rendered. 
  
  

  Business Response

  Date: 06/12/2023

  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 **********************.
  
  As much as we are sorry for the circumstances, our position remains the same.  To be consistent with all our travelers, we are regrettably unable to make any exceptions to our non-refundability policy. Since the tickets are now in no-show status, their value has been forfeited.

  Sincerely,

  Sun Country Airlines

• Initial Complaint

  Date:05/21/2023

  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 booked a flight to ** and I checked in two suitcases. I paid for those two bags. When I came to drop the bags one of them was 47lb and the other one was 52bl. The one who helping insisted that I had to pay for those 2lb extra in one of the bags. I asked for a second to move one thing from the 52lb bag to the 47lb bag and she refused and insisted on making me paying for those 2lb. She was talking to me not in a nice way.

  Business Response

  Date: 05/25/2023

  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 difficulties he encountered at the ticket counter and for the behavior of the airport agent.
  
  There is a fee for any checked baggage that exceeds **************************************************************************** as-is at the time they reach the ticket counter. If any adjustments need to be made to their bag, the passenger must leave the ticket counter and go to the back of the line once the adjustments are made. We do not allow adjustments at the ticket counter to prevent additional wait time for the passengers standing in line to check in. If passengers do not want to leave the ticket counter to make the adjustments, they must pay the overweight fees.
  
  A review of our customers reservation shows the $20.00 payment did not get processed to his credit card.
  
   We thank our customer for his feedback and hope to welcome him aboard again soon.
  
  Sincerely,
  
  Sun Country Airlines
  

• Initial Complaint

  Date:05/03/2023

  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.

  On March 3, 2022, I booked Sun County for a flight to ************. Approximately 3 months later, they changed the departure date for the flight. This did not work for my schedule, so I was offered a credit. In April 2023, I tried to use the credit for a flight to ******* and was informed the voucher expired on March 1, 2023. *** Country claimed I had one year to use the voucher. I disagree as I was not made aware that they were not providing service until May of 2022. At minimum, a customer should be granted one year from the airlines failure to provide service as agreed upon. Since Sun Country never provided the service that we agreed upon, the airline should provide a refund or extend the credit. Many people do not fly more than once a year, thus this policy seems unjust.

  Business Response

  Date: 05/09/2023

  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 **********************.  

  
  When an airline cancels a flight or makes a significant schedule change of six (6)hours or more to a flight, the passenger is eligible for a refund to the original form of payment if the passenger chooses to cancel the reservation.  Upon review of our customers reservation, there was a significant schedule change to one of her flights and our customer chose to cancel the reservation. A refund in the form of a travel voucher was issued.Since the voucher was not used and has expired, we have processed a refund to the original form of payment.
  
  We thank our customer for choosing Sun ******************** and hope to welcome her aboard again soon.
  
  Sincerely,
  
  Sun Country Airlines