Sun Country Airlines Customer Service Issues

I had a disappointing experience at the Minneapolis airport today. When I checked in to fly to Yakima, I encountered a new staff member who made errors. I was initially charged $25 for luggage, but then another employee noticed I had a $25 free luggage allowance. They refunded the $25 to my card but mistakenly charged me again. The incorrect charge is causing issues with my company voucher. Additionally, my luggage transfer from Seattle to Yakima was mishandled. I've been overcharged $23.76 for luggage on July 6, and I believe I've been mistakenly charged twice. I'd appreciate it if the company could investigate these issues promptly. Thank you, Kathy D. from Yakima, Washington.

Yesterday, our bag went missing on a SunCountry flight from Minneapolis to San Diego. Surprisingly, we got a call this morning from Delta Airlines, claiming they have our bag in San Diego. However, Sun Country now insists we contact Delta to retrieve our bag. Shouldn't Sun Country take responsibility for ensuring the bag is delivered to us? Getting our bag from the San Diego airport ourselves, a one-hour drive from home, is highly inconvenient. We paid $20 for the bag to be transported by Sun Country, only to end up having to sort this out ourselves. At the San Diego baggage claim, Maria assured us the bag would be delivered to our home once found. Mistakes happen, but Sun Country should take more action to resolve them. It's frustrating to be told to handle this issue when it was the airline's mistake. I attempted to seek assistance by calling [redacted], but was simply told to contact Delta. Quite unbelievable!

Our flight from MSP to MCO scheduled for 8:05 am on 2/20/19 faced multiple delays until 4:35 pm. The delay was not due to weather, but because our flight crew was reassigned to an international flight to San Juan. As a result, we were stuck at the airport with our 4 children, wasting valuable vacation time. Additionally, the added costs for seat selection, baggage, and the lack of seat availability together on our return flight from Orlando were disappointing. The communication from the airline was lacking, and the overall experience has left me reluctant to fly with Suncountry again. The lack of working internet on both flights only added to the frustration, especially with young children. I hope to see better communication and compensation for the inconvenience caused by these issues in the future.

On our recent trip to Vegas, a group of 9 customers, including myself, had a frustrating experience while trying to check in for our flight. Despite being in line on time, we were informed that we had missed the boarding window by 5 minutes. The agent, Tyre, was unhelpful and dismissive of our situation, even claiming he receives compliments regularly. We were left on standby for 4 seats with an 8-hour wait, with our bags taken from us. The lack of consideration and poor treatment led to a heated half-hour argument at the counter. This experience calls for a review of customer service protocols and standards. Tyre's attitude was unacceptable, and I hope that appropriate action will be taken to prevent such encounters in the future.

In August [redacted], I booked a flight with Sun Country Airlines for mid-January [redacted], which I now need to cancel due to changes in my travel plans. Sun Country has issued a credit that must be used before August 8th. I am looking to travel between August 23 and September 1st and am wondering if there is any flexibility with the credit’s expiration date. I have verified the credit's availability and have the flight itinerary number. The cost of the round trip ticket is lower than the credit amount, and I would like to apply the remaining credit towards my companion's ticket, even though this deviates from the airline's usual policy. As the money has been paid, I hope for some leeway in using the credit.

I was on Flight [redacted] from Mosinee, WI to Las Vegas on June 13th and unfortunately left my cell phone on board in seat 26B. I have tried contacting various numbers and used the website's contact us app with no success. My email is inaccessible, so I am using a friend's email. My phone contains vital contacts and work data. I informed the personnel on the charter flight and spoke to someone upon landing. Despite being told my phone may be in Minneapolis, I am struggling to get a hold of anyone there. I am feeling quite frustrated due to the lack of communication. If my phone has been found, please reach out to me at [redacted] Thank you.

Hello, We encountered an issue with our flights as we were double booked on Sun Country Airlines. Our original flight reservation VKJIWM was unexpectedly canceled, leading me to check the airline's site and confirm the cancellation. A refund was processed, with a timeframe of 2 to 10 working days for it to be completed. Following the site’s instructions, we rebooked a new flight under reservation B3494C. A couple of days later, I discovered that Sun Country reinstated the original flight VKJIWM without consulting me, resulting in us being double booked and charged twice. After attempting to resolve the matter with Sun Country's customer service, I was left on hold until the call disconnected. It's crucial to determine which flight we are actually on, preferably B3494C, and a refund for the duplicate booking would be greatly appreciated. Living in the Cook Islands with poor phone reception, I prefer corresponding via email. Your assistance in resolving this issue would be immensely valuable to our travel group. Thank you. Shane

We are departing from DFW to Las Vegas today, July 25, for my daughter's 16th birthday. My mom arranged this pricey last-minute trip, and we selected Sun Country because of its departure time from DFW to maximize our time in Vegas. This might also be my mom's final trip due to her advancing Parkinson's. The flight is currently delayed by over 4 hours without any prior notice. I am disappointed that the airline did not offer any discounts, free seats, or bag charges to compensate for the inconvenience caused. I am now reconsidering my future choice of airlines unless they can resolve this issue. Unfortunately, this delay has led to cancellation of reservations at one of the restaurants my mom wanted to dine at for her birthday. This level of service is unacceptable. - Kim H., HElen D., Hadley H., Hannah H.

On June 29th, our flight from RSW to MSP (NWIFXS) was delayed by 7 hours, affecting passengers Derek B. and Kayla C. We were assured by a Sun Country staff member that we would receive $[redacted] vouchers via email, but we have not received them despite contacting customer service three times. Additionally, we had paid for larger seats in row 1, but due to a plane change, we did not get the seats we paid for. We are disappointed and expect to receive the promised vouchers and compensation for the upgrade we did not receive. As loyal members who frequently fly with Sun Country and hold their credit card, we hope for a prompt response to address these issues. Please reach out to me via email or phone at [redacted]. Thank you.

I am a single mother currently in MN, trying to reach Lake Havasu City, AZ, due to an abusive ex. I booked a flight to Las Vegas on 07/30 but encountered issues with baggage and missed flights despite early arrival. The staff was unhelpful until a kind woman assisted me with a new booking for 7/31, but I was still denied boarding. Despite efforts from Cheapoair.com, your company refused to rebook me. As a single mother escaping an abusive relationship, I have now lost money and missed flights due to circumstances beyond my control. Today, I was stranded in MN with no options, feeling devastated and frustrated by the lack of compassion from Sun Country.

Our flight scheduled for 8-2-19 from Minneapolis at 1:40 pm, Flight #[redacted], was unexpectedly canceled by Sun Country at 8:30 a.m. that same day. Due to Sun Country's rescheduling options not aligning with our urgent need to return to Missouri on 8-2-19, we were forced to extend our rental car and endure a ten-hour drive home. The incurred cost of the rental car extension amounted to $[redacted].00 directly resulting from Sun Country's cancellation. We are seeking reimbursement for this amount. Our attempts to communicate with Sun Country have been frustrating and unproductive, with long delays and difficulty reaching the appropriate individual. We urge prompt resolution of this matter. Thank you. - R.A.

I decided not to buy a seat for my flight from Nashville to Providence after seeing online that I wouldn't be charged. However, at the airport, the agent told me I had to purchase one. This was confusing because I believed I could be assigned a seat at check-in for free. Despite my disagreement, I ended up buying a $35 seat to board the plane. Once on board, I noticed there were many empty seats at the back that I could have chosen at a lower cost. It was disappointing to experience this confusion, especially as a first-time Sun Country traveler.

I bought SunCountry Airline tickets back on 8/21/[redacted], and now I just got an email saying they don't fly there anymore! We planned ahead to save money, but now rebooking costs us an extra $[redacted]. On top of that, we wasted time searching for deals. I think the airline should cover this extra cost. Plus, we now have to rent a car for a 2-hour round trip to our new destination.

Despite checking our bags, we missed our flight due to a payment issue that was already settled with the third party who booked the flight for us and other passengers. At the security checkpoint, there was only one TSA agent open for flights, causing delays and backlogs. The agent was inconsistent in allowing passengers through, causing further delays. Despite the plane being at the gate for another 20 minutes, we were not permitted to board. The agent provided no alternatives for rebooking or assistance with other airline schedules, which was disappointing. While I understand that they are not obligated to do so, this lack of customer service is why some travelers remain loyal to other airlines.

Hello, this is Mike and Lorie Bock. We recently flew to Minnesota on November 25th and returned on December 2nd. We encountered issues with our baggage fees during our travels. Despite paying $[redacted].00 for our baggage, we only had 2 carry-ons and 1 checked bag between us. At the San Francisco airport, the agent mentioned we should receive a $60.00 reimbursement, which we did not pursue at the time. On our way back to San Francisco, a difficult luggage checker demanded an additional $40.00 for our bags after placing our carry-ons on the belt, refusing to return them. This experience left us frustrated. Upon reaching out to Sun Country Airlines, we were assisted by a compassionate individual named Kassi from the complaint department, who acknowledged the error and promptly refunded us the $40.00. Despite this inconvenience, we appreciated the pleasant flights with minimal turbulence and friendly staff. We have decided not to fly with Sun Country Airlines in the future and are grateful for Kassi's understanding and assistance. Wishing everyone Happy Holidays! Sincerely, Mike and Lorie Bock from Angwin, CA.

I have a flight scheduled to depart from San Francisco on Sunday night. Unfortunately, there has been a death in the family, and I am hoping to find an alternative flight leaving on Saturday night to attend the funeral. I would like to inquire about Sun Country's policies regarding changing flight times in such extenuating circumstances. My name is Jonathan D., and my current flight numbers are [redacted] and [redacted]. The departure is from SFO on Sunday night, with arrival in Philadelphia on Monday morning.

I received a call from my family informing me about my brother's declining health. I urgently booked a flight from Palm Springs to MN for $[redacted], return at $99, with flight # SY616 ADJ3QR. Upon boarding, we were asked to deplane, facing multiple delays. After speaking to the Sun Country Supervisor, I was directed to call reservations, where I was informed they couldn't rebook me. Upon escalation, the supervisor tried but with no success. Eventually, we were accommodated in a hotel and provided new boarding passes the following day. During the flight, part of the ceiling started to detach. Given these challenging events, I am requesting a full refund as the $[redacted] voucher offered doesn't address the urgency of seeing my brother. Kindly consider reimbursing my entire reservation or providing two round-trip vouchers as I plan on flying with Sun Country multiple times this year.

I am writing to share my disappointing experience with flight SY593 from Minneapolis to Mazatlán. Despite arriving at the airport two hours and 45 minutes early as instructed, we encountered a baggage drop line with hundreds of people, over [redacted] to be exact. By the time we reached the desk, we were informed that we had missed the allowable booking time by just five minutes. Many others faced the same issue, resulting in missed flights and inconvenience. Despite reaching out to customer service, experiencing long hold times, and speaking to supervisors such as Catherine and Alicia, we were only offered a standby flight two days later. We requested a refund or travel options but were told nothing could be done except to contact our travel insurance provider, Suncountry. The lack of communication, assistance, and support during this ordeal has left me greatly dissatisfied. This experience was not only a letdown but led to additional out-of-pocket expenses to secure alternative transportation to our event. I believe Suncountry should take responsibility for this situation and provide appropriate compensation. Unfortunately, all customer service could offer was to submit an online complaint. Suncountry, I urge you to address this matter promptly and make amends for these shortcomings.

I utilized a third-party service to book a round-trip flight through Sun Country using my bank debit card. Unfortunately, the flight was canceled, and I was initially offered a Sun Country rewards credit, but I insisted on a refund. Despite being told that the refund was processed, I never received it. Upon inquiry, it appears the refund was issued to a different card, not associated with me. The third-party company involved, Cheap Flights, mentioned that they are still awaiting the refund from the airline. They have requested an email from Sun Country regarding the transaction details. The SmartFares reservation code for the flight is 02G9RY, booked for William Pierson on April 30, with the cancellation occurring on May 30. For further assistance, Cheap Flights can be contacted at [redacted] or by phone at [redacted], extension [redacted] to reach Supervisor Shelly, although there may be extended wait times.

I recently flew with Sun Country from Philadelphia to Denver via Minneapolis-St. Paul. When I checked in, I was told I had to pay for my checked bag twice - once for the first leg and again for the second. The agent couldn't print my boarding pass after the second payment, forcing me to use my phone for online check-in, which led to a third charge for the bag. I ended up paying three times for one checked bag. Despite this issue, I was happy overall with my flight and grateful my luggage arrived safely. However, I believe that if I'm already paying for a flight, there should not be an additional charge to move my bag from a layover location to my final destination.