Sun Country Airlines

✅ Trip Verified | We arrived hours early enough to get in line. We were met by the apocalypse! There was a huge long line that was never ending. We got in line and were in line for two hours. This was the line to check a bag NOT security. There was such mayhem that they eventually just starting calling out flights and having people jockey to get up to drop bags so that the plane could leave. This turned into one giant cluster. Everyone was pushing and there was no line. To top it off they were not fully staffed to handle the number of flights that were departing. I have never seen such incompetence in my life and I fly often. I will never fly Sun Country again. They knew their flight schedule and number of passengers ahead of time and could have planned accordingly.

✅ Trip Verified | I probably don’t have to tell you how angry I am! It has been 4 weeks since Sun Country Airlines lost my luggage! I have called a million times, listed all my items, provided what receipts/proof I could and they sent me an email saying I need to send receipts! Who keeps receipts for all their personal belongings? I will never fly with them again!

Not Verified | I had a flight from Houston to Cancun on July 15th. I called the airline before my flight date and asked them about additional documents I need to bring. They told me that I don’t need any additional documents just my passport and my green card. When I arrived to the airport and about to check in at the kiosk the representative that was on the kiosk told me that “You are going to miss your flight” without any explanations first. He told me that I need an additional form and didn’t let me fly. I called them and asked them about additional documents before and they told me that I need only my passport and my green card and I would be fine. He made me miss my flight instead of helping me with my documents. Any other airlines let me know that my passport and my green card would be fine. Because of Sun Country Airlines lack of customer service I bought a new ticket for the same day and paid extra money for it when I already had a flight that I paid for. Why any other airlines are not asking for the additional documents and let me fly? I called the customer service number before my flight and they confirmed that with my passport and my green card I would be okay to fly so because of their lack of knowledge and support I spend 13 hours in total on a plane and airports.

✅ Trip Verified | Had flight planned for spring break last year, but had to cancel due to pandemic. After months of following up, I finally got money back for my trip in the form of credit I could use on their site. I tried going on multiple flights earlier this year, but there were limited options for return flights, so I was unable to use my credit until May. When I tried using the credit it had supposedly "expired less than a few days before." Not once did I receive any confirmation suggesting the credit would expire. $130 vanished into thin air. Even after complaining to customer support and better business bureau, I never got my money back.

Not Verified | I got the priority seating. Paid extra for it. It was fine in Mineapolis to Raleigh Durham cause I went through TSA quicker but leaving Raleigh it made no sense. There was absolutely no difference. Do not get the Priority seating. The airline staff said I basically wasted my money. Thanks Sun Country! You will not be missed!

✅ Trip Verified | This is the worst Airline that I ever have dealt with. The worst on all customers service level. From baggage check in, flight boarding gates to, on the phone customer service to baggage claim. even their supervisor don’t know what customer service is. It is just to explain why, they are the worst ever.

Not Verified | We got 14 people ready to go on this flight with 3 kids and one toddler. Took 5 hours to leave house with kiddos Plus another 2.5 hour delay at DFW. Then flights cancelled because "the pilot went over hours". Thats not the worst part, then they say we can't and wont rebook you at the gate or the check in terminal with sun country or any other airline, you have to call and number. 8 people in our group called, on hold for over 2 hours, gave up and went home. Lost 9 hours, a trip to Mexico, 21 total wasted days of paid time off, and couldn't get to Mexico because of there absolutely terrible service. I talked to the manager at DFW airport myself and he said what do you expect from a low budge airline. I told him at least help us rebook and he said they dont do that.

Not Verified | This airline sent me an email that said I had a flight credit for a cancelled COVID flight. The email didn’t have any details. Everything is now open, so I called back to use the credit. They told me the credit is expired. They said they made a policy to hard cancel credits May 31st, 2021. I ask did they send any notice out, and the supervisor told me it is the traveler’s responsibility. How in the heck can I be responsible for their cancellation date? How in the heck would a reputable company not send out a notice of their policy, with the credit. I think this airline is a joke! In the small scale, it is $90! But, I wonder how many people they cheated out of $90+?

✅ Trip Verified | Supposed to return to DFW on July 1, 2021. They told us it was delayed. No problem. We get there, the SY staff informs us it's cancelled and if we need a hotel. We declined and asked our next steps, they told us to just go home and wait for an email and said they were unable to book flights - mildly frustrating. I understand flights get cancelled, but the staff essentially told us to just go home and wait for someone to reach out to us, which still hasn't happened in over 14 hours. Been on hold with SY for over an hour, put my number into the "call back" list over 8 hours ago and haven't received any call back - extremely frustrating. We receive an email saying we'll get a voucher for a new flight within 10 business days - absolutely unacceptable. A couple of extra days? Sure, maybe. 10 business days stranded is just plain wrong. No other phone number works, so I went back to the airport to get some additional information. All of the staff left. No SY agent anywhere in the airport. As of right now, we are stuck at our current destination with no idea of when we can return to DFW, as we haven't heard anything and cannot get a hold of anyone to help us with our issue. The unprofessionalism, lack of efficiency, lack of response, and lack of resources to aid customers is disappointing. I can say with confidence, I will never fly with this airline again. I've had other flights cancelled with American and other airlines, and they handled it with haste and professionalism - I have seen neither here.

Not Verified | I am writing based on an a poor experience I had with a Sun Country Airlines flight credit/voucher. Back in January 2020 I had made a flight reservation for my family from Denver to Minnesota for May 7, 2020. However because of the safety and health concerns and overall halt of essentially all activities related to the COVID pandemic, Sun Country offered me the opportunity to cancel my flight and for which I was issued a credit for future use. I was very pleased and grateful at the level of customer service Sun Country offered in such uncertain times-outside of anyone's control. However on June 28, 2021 as we are exiting the pandemic and the CDC has advised it is safe to travel again, I went to use my airline credit, only to find out that the credit has expired. After waiting for over an hour on the phone to talk to a customer service rep, I was met with hostility and an absolute disregard and resounding lack of accommodation or alternative to my situation. I consider traveling by air an expensive privilege and one that I am extremely grateful for but one I do not have the luxury of doing so very often. I am also conscious of cancelation/rescheduling charges and terms during normal times but during these unprecedented times, I think it is so important for businesses to value their customers and vise versa. I was so disappointed at the lack of transparency by Sun Country when this credit was issued and I was not fully informed that the credit would expire. The lack of transparency by Sun Country coupled with the uncertainty of traveling until deemed safe by CDC and federal officials made planning future plans almost impossible and now that it seems like the nation is in the clear, Sun Country has made it unattainable for me. The lack of regard, customer service and appreciation for its customers during this critical time is why I am reluctant to use Sun Country again. If this is how Sun Country is treating all of its customers during this time, its a shame.