Sun Country Airlines

Not Verified | My partner and I booked a flight with Sun Country last year. The flight had to be cancelled a couple months later due to COVID. Sun Country told us that, because of the pandemic, they couldn't offer us a refund and would have to give us a flight credit instead. We were not told about an expiration date, and were not given any extra confirmation or verification for this credit. I called customer service recently to look up my credit, and it had supposedly expired a month prior. I was told there was nothing I could do about this. Sun Country took our money, cancelled our flight, refused to give a refund, and is now refusing to let us reschedule. Reading other reviews, I see I am not the only one having this experience. Sun Country needs to make this right.

✅ Trip Verified | We have flown Sun Country for years and have always had pretty good experiences. Well, that officially ended today. We booked a short trip before the pandemic to get a little break from our toddler before our second baby came. We never actually went on the trip though: Sun Country cancelled the flight because of the pandemic. Fine. We understood. My husband immediately called Sun Country to see if we could get a refund. They refused but did send us an email about an electronic credit we could use toward a future booking. There was nothing in the email about the credit expiring. Today, I tried to use the credit toward a new flight. The website said the voucher was worth $0. So I called the helpline and spent over two hours on hold and speaking to two different agents (after getting hung up on by the first one when being "transferred" to a supervisor). First they tried to say we couldn't use the credit because their records showed that my husband had cancelled the flight, which isn't true. We booked through Bookit.com, and they sent us an email saying they would cancel the flight within the next 7 days if Sun Country didn't cancel it first. My husband didn't call until the flight was actually cancelled. Once we had that established, they said it didn't matter because the credit was only valid for a year from the date it was issued. I told them the email we received about the credit had no expiration date or even a disclaimer that it would expire at all. They said they sent two more emails about it expiring, which we conveniently never received. After getting hung up on by the first agent who was supposed to be transferring me to her supervisor, I had to call back and wait on hold for another 30 minutes to start the whole process over again with a new agent, who said her supervisor had reviewed our case and denied the credit, so she wouldn't even speak to me. I told the second agent I was so disappointed in this whole experience that we wouldn't be flying with them in the future, and she said, "I understand. Is there anything else I can help you with?" Yep-you can transfer me to Delta Airlines. And please don't hang up on me this time.

Not Verified | The plane landed and the company sent the bags to the wrong baggage claim, somehow sent it to Spirit Airline baggage claim, and as a result two of our bags were either taken or never showed up. This was my first experience with this company, and it is needless to say this will be my last time flying with this company. I would give this a zero star review if it was possible.

Not Verified | This airline is not clear on it's COVID cancellation voucher expiration. I did not receive any notification on the expiration for rebooking my flight and now have lost the flight completely. I don't know how good this airline is in reality but you know, I'll never find out. I will never book another flight with this airline again. I would suggest others to steer clear of Sun Country Airlines as well.

✅ Trip Verified | My tray table was very dirty Kleenex stuffed inside and the table was dirty. I told the flight attendant she said I think we are out of wipes and walked away and did not come back or said anything more. T guy in the next row asked for a wipe and he got one right away - not happy.

✅ Trip Verified | I’m so done with this airline, I wouldn’t fly it if it’s the only option I have. The employees clearly hate their jobs and treat the customers very poorly. I had a woman yell at me as I was standing with my parents while they were checking in because we were traveling together. She was the only one checking bags and moving at a snails pace which caused my parents to miss their flight because they were 2 minutes late in checking their bags. Then neglected to tell them they would be flying standby the following day. This is just one example of the customer experience I have had with this airline. Avoid at all costs!

✅ Trip Verified | Spoke with an agent to see if I could get a voucher, to fly at a later date, as my husband has Covid. Unable to get a voucher, as agent stated, Sun Country no longer has Covid Rules in place, all customers can fly Sun Country airlines even if you have Covid. So no voucher, but more concerned that the information is not accurate. I only had a one way to MN with Sun Country, my returning flight was with Frontier and I was given vouchers, immediately, 3 of us flying and all given vouchers. I fly to MN many times during the year as does my family flying from MN to Denver. We will never fly Sun Country Airlines. Thanks to Frontier for working with us and slowing us to fly at a later date.

Not Verified | We booked a trip through Priceline. They put us on this airline even though we picked another airline. They pulled a bait and switch. As soon as I got the wrong itinerary, I tried to call these people along with everyone else for four days and could not get a response. It wasn’t until I disputed the charge that anyone called me back. Sun Country basically told me that I was given a credit even though they do not fly anywhere around me so they basically stole my money. This is a really unethical way to stay in business when you are stealing money from people.

✅ Trip Verified | Good luck trying to contact them, customer service is non-existent. Tried to call trying to get a refund on a $348 flight credit because there is NO flights available that I can remotely use. Travel problems due to COVID from last year? Never ever book with this airline unless you have ironclad travel arrangements because if anything needs to change you’re screwed.

✅ Trip Verified | On return flight they lost our luggage. Dealing with the customer service is almost impossible, they say they will have someone call you back and they don't. Spent hours over the last week on hold and no help. Received a call from another airline saying they have my luggage and they can't get in touch with Sun Country. I've called and almost had to beg them to take the contact info that the other airline gave me. Terrible customer service, they just don't care. Still don't have my luggage. Won't ever fly Sun Country again!