Sun Country Airlines

Not Verified | Booked recently and was obligated to cancel. Bad customer service. Very rude lady on the other line. Did not apologize when I told her my call dropped previously. Raised her voice at me and did not bring the recording that herself suggested to report.

Not Verified | Purchased a ticket and then contracted COVID. Attempted to contact the airline and could not. Their customer service was overwhelmed and spent several hours over two days trying to speak with someone. Was told to leave a message and they would call back. That never happened. Online was no better. Portions of the website were not operational and you could not reach an area that could either change or cancel a flight. This airlines customer service is deplorable! I would never utilize the services of this so called Airline again, they are terrible. We want a refund and can't even contact the airline. Don't fly Sun Country if you expect any acceptable level of customer service, you will not be pleased.

✅ Trip Verified | I booked a flight with them to North Carolina for a long weekend trip two months in advance. Two weeks in advance, they cancelled my return flight and moved everyone to the following day. Although they claimed that they sent out an email notifying all passengers of this change, they did not. I dug through all my inboxes and spam folders, and the only emails I have from them state my itinerary for my original flight. My outgoing flight was delayed 5 different times. When I went to check the status the day of my returning flight I learned that they had changed my return date to the following day. I had to be back for an important meeting, so I ended up having to drive the 15 hours home. When I got home at midnight 24 hours later than I should, I was still receiving delay notifications from their flight home, which had not even departed yet. Whenever I tried to call their general customer service number, it stated, "All lines are busy." Finally, by calling their group booking number, I was able to be transferred to customer service. At which time, they refunded my return flight, but refused to refund my outgoing flight, due to that fact that I had already taken it. I asked to be transferred to a supervisor and told him this was not right because I never would have taken the outgoing flight if I knew they wouldn't get me home on time. I warned him that I would make a complaint to the BBB if he did not remedy this. He said that he as unable to help me, and that as the liaison for Sun Country's BBB affairs, I would receive the same response here. Sun Country has zero integrity.

✅ Trip Verified | Awful airline. Avoid at all costs. All day long my phone has gone off every hour to notify me that my flight has been delayed. Awaiting the inevitable cancelation but they won't do it until they delay me at the airport until midnight. I wouldn't fly this airline again if I was given free tickets.

Not Verified | Wonderful airline to travel. Flight crew was available, friendly and approachable on both flights. I am a nervous flier, and they made me feel comfortable throughout the flight. Will always fly with this airline in the future when we decide to take trips to Laughlin! Love this airline! Thank you again!

Not Verified | Sun Country labeled my daughter as a non-US citizen, despite her US passport and citizenship for 17 years . She was adopted as an infant. Sun Country refused to let her check in online and told me that because she was adopted from China - a gate agent would have to "Verify she was really a citizen". Apparently gate agents know more than the US government?! We traveled with 10 people, only my daughter was required to undergo a "Special check in" process that added burden to our trip but also made her feel like she was not accepted as a citizen here by Sun Country and as if she had to prove herself to a gate agent. This is racist. It also happened on way back. We have not been able to get anyone to acknowledge this issue.

✅ Trip Verified | Usually I can take a carry on and did on my way to Florida but on the way back they charged me for my carry-on and told me only backpacks were allowed. Then when I went to pay they said they couldn’t take cash it had to be a card. I’ve never been treated so badly at the stand. They didn’t help guide anyone and when booking the flight months earlier they didn’t prewarn anyone this would happen. The staff on the way back were rude. Totally different then my flight there they helped when not sure where to go and did not charge me for my carry on which was 45 dollars I think they were just being greedy on the way back.

✅ Trip Verified | We booked a ski trip to Bozeman with a return on Sunday morning 2/27/22. However, three weeks prior to our trip S.C. canceled our return flight without explanation. Most likely they just didn't think the flight was full enough. They booked us on their evening flight for that day. So instead of a return flight at 10:30 AM we were stuck with a return of 7:30 PM. This of course caused lots of headaches with car rentals, hotel check out times, etc. On the day of our return, we got a notice that our flight was delayed until 8:30. Then an hour prior, we got another notice that our flight was delayed until 9:00 PM. Finally, at about 9:15 PM we departed. Upon landing back at MSP, at midnight, we sat on the tarmac for a full hour without any (none, zero, zilch) communication as to why we were sitting there or what was going on. So instead of getting home at 1:30 PM on Sunday afternoon like we planned, we got home at 2:00 AM Monday morning - and really for no good reason at all. No weather, no mechanical delays, no explanations. Sun Country doesn't appear to care about you. They will cancel your flight on a moment's notice, delay you without explanation and make you sit on the tarmac without any communication. Like most of us, I've had some terrible travel experiences in my day. This one was 100% due to the airlines incompetence and lack of concern for their customers. It's not worth the savings if they can cancel you without explanation and treat you like cattle.

Not Verified | First and last time flying with sun country airlines. Avoid this airlines if possible, this people don’t care about your stuff. I traveled last week and they damaged one of my luggage when I arrived at my destination. After making a huge line in Madison Wisconsin because they only had one staff, with my wife and two toddlers I was told they had no time to help me to fill out a form or call customer service. After arriving at the hotel I called and made the claim long story short of back and forth emails its been over a week and they finally offered me a twenty dollar refund for my close to five hundred dollar luggage. If you have expensive things or care about your stuff stay away from this airline. Horrible customer service!

Not Verified | Worse than Spirit. Delayed flight for two hours after everyone was boarded. Same thing on the way home. They then proceeded to make us sit on the runway after landing for over an hour. Terrible communication, and added several hours onto traveling on both ends. Won’t fly with them again.