Reviews

Review Details

• Review fromAlexander T

  Date: 06/26/2025

  1 star
  I wish there was an option for negative stars.Arrived at LAX for a 6:59am flight. Already frustrated with this airlines trashy nature ($50 for a carry on bag?????). At ***, you drop your bag off at a different terminal to where you fly if that is Sun Country or the airports ********* for the meat:10 hour delay.During the boarding process, the airline changed the departure time from 6:59am to 1pm. Nothing said in the terminal. When they finally announce something - they day our departure time is now 5:05pm. 10 hour delay.We were offered a measley $30 in meal vouchers. I lost an entire day of work and of my life. This is categorically unacceptable.

• Review fromEric K

  Date: 06/16/2025

  1 star
  First: no peanuts or pretzels. Come on. Worst: they lost my bag which they charged me $55 to carry (you get to bring a single free messenger bag but no suitcase) and then they lost it somehow even though my only connection was a stopover on the same plane from the same gate. And then when it didnt come out they told me their baggage team was off for the day (this was 6pm PT) and that no one else in the entire company could access their system to track my lost bag. They had me fill out a form and the helpless person left behind to field my questions and ire didnt seem to know how to do anything but stand there silently while I filled out my form. Totally unhelpful. I did call and the baggage department had an outgoing message but no way to leave a message. When I finally found the customer service number and told the system I wanted to buy a ticket, I got a human who eventually got me to a supervisor who may be helpful. She at least offered to refund me the $55. But Ive lost all of my stuff and so far no one who can help has come back to work yet. My tip: do NOT fly Sun Country. They more than make up for the slightly cheaper tickets with terrible performance and service.

• Review fromCynthia G

  Date: 05/21/2025

  1 star
  If I could leave a 0 star review I would. I booked a flight for May 12th and when I got there they said the reservation was for the 11th. Not true. I made the reservation for the 12th but they sent an email that I never saw saying they were changing the flight date - the email asked me to confirm or cancel but of course I never did because I didn't see the email until later, but they changed the booking anyway, so when I got the to airport I had no flight. I had to book a last minute flight that cost me a fortune but they would not reimburse me for that flight. Never will I book a flight on this airline again.

• Review fromAmanda B

  Date: 05/02/2025

  1 star
  I contact Suncountry on 5/1/2025 about moving to an hour later return flight from ******* to ***. We had one reservation with 5 of us and with 1 of us. I was told it as $99pp to move and decided we didn't' need to change an hour for over $500. Today I received a voicemail from ******** at Sun country stating, " I believe it was ****** I talked to yesterday about the reservation that you have for five and then in an additional person on a separate reservation traveling May 5 through May 9 from *********** to ******* and back. I wanted to let you know I as looking father into your inquiry and realize that you did have at time change on your reservation that would qualify you to move to the later flight." With the beginning of the voicemail it sounded like my reservation(s) counted. When I called back, I told them I had two separate reservations and gave them the code. They went and moved the first one before checking for sure if the second could be moved. Then told me the second reservation didn't qualify and told me they would move my other one back, but that it counted against me..... Hello, you wouldn't 'check all reservations a person has before moving one. I also would NOT have wasted my time calling if my son didn't qualify to fly back with us. I have also saved and took a screenshot of the voicemail.

• Review fromWei L

  Date: 04/06/2025

  1 star
  This airline has the most unreasonable luggage policy Ive ever encountered. Once onboard, we were told we could not store any of our items in the overhead compartments not even backpacks or coats because those spaces were only for wheeled luggage. We respected the rules, removed our belongings, and complied without argument. However, moments later, we noticed other passengers behind us using the same overhead compartments to store their backpacks and coats without any issue. When we questioned this inconsistency, we were told we were not allowed to argue for fairness. A gate agent was called, and the two ladies flight attendants made it seem like they were going to have us removed from the plane. The attendant then claimed the other passengers were allowed to use the space because they had paid for their backpack and coat to be there, which was both confusing and, frankly, illogical. Nobody was checking tickets or verifying who was entitled to overhead space. It seemed arbitrary and discriminatory. This experience left us feeling disrespected and unfairly singled out. Ironically, our past experiences with other budget airlines in ****** like ******* and ******* were far more professional and pleasant by comparison. We will not be flying with this airline again! Honest, respectful passengers should not be penalized while others are allowed to bend the rules. Also, in the end, because we defended ourselves, the flight attendant forced us to remove our items and left the overhead space empty for the entire trip. She even refused to let us use it later, claiming we had argued with her when in reality, we simply disagreed respectfully. Sadly, my kids had to witness how poorly we were treated. It made them feel like we were in the wrong, and gave them the impression that bullying behavior toward us was acceptable.

• Review fromMicaela K

  Date: 04/02/2025

  1 star
  Ruined our carseat and damaged our stroller and were told they weren't liable. Unbelievable. Never fly this airline!

• Review fromKarla F

  Date: 03/29/2025

  1 star
  Sun Country cancelled our flight the day before our departure. After being on hold for 3+ hours (at least watched a movie while waiting), I learned the reason for the cancelled flight was "unavailable aircraft". We were offered a flight 4 days later but only 1 night of hotel and a whopping $25 per person for the duration. Their problem became my problem in that we spent over $250 out of pocket after the refund just to make it to our destination. If I had wanted to spend 4 extra days at my location, I would have booked it. Never will I fly Sun Country again. Their solution to THEIR problem was completely unacceptable. We entered into an agreement...I pay a cost, they deliver a product. This airline is a joke.

• Review fromJulie H

  Date: 03/26/2025

  1 star
  f you are a ***** supporter I want to give you a heads up as I will never fly Sun Country again! Somebody was able to hack into my reservation and change the spelling on my last name and e-mail address for my reservation that had been bought and paid for. I had already traveled on the first leg of my travels and was returning to go home on same ticket I discovered this when I tried to fly back home after I bought a round trip ticket and they could not find my reservation anywhere. I could not fly on this ticket because my name was spelled differently and had to be issued a different ticket and was charged for it. Their "best on the market" firewall failed to protect my personal information and insist no one hacked into my reservation. I opened a complaint file for them to investigate. Their "investigation" found the cause was typos which they say I caused. They are not alarmed that someone was able to get past their great security and firewall and hack into my account. I know I did not change this information. Why would I go into my reservation and change information on my ticket so I could not use it? They don't care that anyone can hack into their system and harass their clients. They admit that someone went into my Sun Country account and altered my information after I had purchased my original reservation. On March 10th I made the correct reservation and paid for a round trip ticket. I had already flown the first leg on. They admit someone changed all my records information but it was most likely me. I flew the first leg on my flight where my name was spelled correctly and flew successfully on. My return flight disappeared from their records after that and I could not fly back on original ticket. Something is not right at Sun Country but they have closed my complaint and filed it under the reason was typo errors that I did. This is not right and people should be aware of their practices.

• Review fromNicole B

  Date: 03/07/2025

  1 star
  Unprepared and extremely unprofessional. We had a flight scheduled out of *** on Friday February 28tth (which SY had already changed on us months earlier). We received a notification that our 840pm flight was now delayed until 1130pm due to crew issues. A short while later we received another notification that the flight was delayed again until 130am. We arrived at the airport close to 3hrs early only to be told we could not take the flight because *** was no longer there for that check point. When speaking with a supervisor at the desk she stated there was nothing she could do and we would have to come back at 540am the next morning when *** opened again which did not make sense since there was no flight at that time. She gave incorrect information purposely to get people away from the desk, she took people's and checked it - but there no flight it was being put on. Another man came down and stated they could do nothing for us - that they only collect luggage at the counter, they could not rebook there, that is not what they do - however the initial agent stated they could. No one at any point apologized for the situation. A simple apology, being empathetic and good customer service, I believe would have gone a long way with the dozen people being told they no longer had a flight to take and needed to figure it out on their own. Providing hotel vouchers, letting people know the next steps they should take. The airline should not have rebooked a time when people would not be able to get through security to take the flight - or at the very least they should have notified us that we needed to be at the airport by a certain time to get through security. I spoke with a supervisor on the phone who was also rude, no apology - just did not want to deal with the situation and also provided incorrect information. Unfortunately, because of the customer service we will not be flying Sun Country again.

• Review fromSynjn Z

  Date: 02/28/2025

  1 star
  Without a doubt the worst airline I have ever used. For our trip, Sun Country's failures caused us to (a) miss multiple non-refundable events due to significant delays on two separate flights, (b) had to reschedule flight due to the missed events and timing inconveniences from the delays, (c) charged additional fees for this reschedule and had to pay difference in tickets on top of this, (d) had to extend hotel & parking reservations multiple days, (e) and last but certainly not least, my Wife had her hand cut on the seat due to poor maintenance on the aircraft - everything (on both flights) was rundown and dingy, upholstery was torn and frayed in most areas, above-head panels were dangling and bouncing all flight, and there were many (landlord special) type fixes visible all over the place.All-in, due to this HORRIBLE airline, we ended up with just over $1200 in extra costs that we had not planned on. And guess what? They don't care at all. Most agents were incredibly rude and lacked any level of empathy, there was ZERO willingness to waive any additional fees or provide compensation in any form. Because we didn't report the hand injury to the flight attendants (it was 2 minor cuts we were just going to waive off, we just wanted to get our vacation started...) they are being very upfront & aggressive about their stance of: We will give you no compensation, any discussions further must be sent to our legal team in writing.If you think you're going to save money by going with their cheaper flights, think again - save yourself the headache instead and pay a little bit more to get a better maintained aircraft and a better experience overall. I am still in shock with how horrible this entire experience has been, I've flown with a ton of carriers and have ran into issues along the way and NEVER have I been treated so poorly.I hate Sun Country.