Sun Country Airlines

Not Verified | I would avoid this sorry excuse of an airline at all costs. I booked my flight out of SFO - MSP - BOS on 12/30, leaving around midnight. Around 7pm the same day, I get one text saying the flight was going to be delayed 2 hours. Worried about missing my connecting flight, I call their customer service center about 10 times to no avail. I get to the airport early, and their desk isn't even open until 9pm. I talk to the agent, who confirms I will miss my connecting flight from Sun Country, then offers a "refund of flight" or "flight on 1/2 out of MSP." Refund of flight is useless, as all the other last minute flights are 2-3x more expensive. An alternate flight 3 days later is a joke, given Sun Country doesn't offer any hotel accommodations and basically wants to leave a customer stranded in a random city for 3 days. I eat up the cost of an exorbitantly more expensive last minute flight, and follow up with their customer service via email, phone, SNS multiple times. No response for 3 weeks. Then, I get an email saying like "we're really sorry, so as a sign of our commitment to excellent customer service, we've refunded you your original ticket price." This almost feels insulting, that the only remuneration offered is the money for the flight I never got to set foot on due to a malfunctioning or error on Sun Country's part. I call again - maybe 3-4 times because their customer service is impossible to reach. The agent tells me she'll look into it. I get an email a few days later saying "Sorry, we're not going to do anything." They don't care about their customers. They don't care about their commitments or flight schedules. They are definitely not a well-functioning airline, and they are hardly a business at all run based on a modicum of common sense. I would avoid this sorry excuse of an airline at all costs - nobody could even pay me to take their rides.

Not Verified | Montego Bay to Fargo via Minneapolis. What would we have done without the kindness, professionalism and graciousness of the staff at Montego Bay, Jamaica? After Delta stranded us, we ran to Sun Country and were able to get on their flight toward home. We had to leave Jamaica that day, no exceptions, to comply with Covid tests-negative that America requires to get back into America (which is fine until an airline tells you your flight is cancelled.) I don't have their names but all the Sun Country staff on December 29th, 2021 reassured us "Yes, we can accommodate you and your family". What a blessing they were to us. So, thank you, Sun Country staff in Jamaica. We are home now, safe and sound. We did use Delta for the last leg of our journey and all went fine.

Not Verified | Boarded 10 minutes late. Sat on the plane for an hour and a half while they loaded mail and waited 20 more minutes for live chickens to be loaded. You don’t book a 7.50am flight to depart at 9.40 because of mail and chickens. Made everyone late, I will be reconsidering book with them going forward.

✅ Trip Verified | Horrible first experience. Cabin dirty with food on floor, empty bottles in seat pocket and tray table was sticky. Flight attendants did not care one bit. Rude, arrogant and seemed to be bothered by advising uncleared areas.

✅ Trip Verified | San Diego to Minneapolis. I had a flight to SY408 to Minneapolis that never showed up at the gate. They shipped my luggage to Minneapolis and left the passengers behind. I received updates of a flight delay and the attendant confirmed there will be a delay but the flight will leave from the same gate. Even after the confirmation, since the terminal is small, I would have seen if it changed gates so I presume they never even stopped to pick anyone up. After several hours on the phone, they told me I had to book and pay for another flight and there was nothing they could do. They also refused to look into the situation and see if there was a gate change, if they did leave all the passengers behind, or what happened with the flight. Still a mystery that they haven't been able to help with.

Not Verified | I am disgusted with Sun Country airlines and highly recommend avoiding this airline. Yesterday (12/31/21), I drove my 19 year old daughter and her cousin for a 9.30 pm flight. They were told everything was on time, but were then notified the flight was cancelled shortly before they were supposed to board. There was no explanation for this cancellation. I drove back up to get them and they rescheduled for the next day. After delaying the flight for 1.5 hours, the flight was again cancelled. No explanation. My daughter is devastated as she has been waiting a long time for this trip. I will never use this airline again.

✅ Trip Verified | Our flight was supposed to depart at 9:30pm on New Years Eve. At 9:07pm some people received a text message saying the flight was canceled. It took them another 10 minutes to make an official announcement that the flight was canceled. At this point, there was still no front desk person for is to ask questions too. We had to travel down 6 gates to talk to someone. They offered a refund to everyone and you could reschedule your ticket for another sun country flight. The choice was 9:30pm the next day (Saturday), which was rapidly filling as were towards the end of the line, or late Sunday. After waiting in line for 40 min and only having moved forward 3 people we decided that we would never fly with Sun Country again. We paid $500 to fly with Delta instead. Money well spent. Sun country was not willing to offer us anything; free hotels, free transportation, shoot, they wouldn't even cover our parking fee for the one day delay. Sun Country does not care about their customers. They are the cheapest airline and it shows. Their customer phone lines were also just a robot that says "All lines are busy, please look at the website. Good bye" and then hangs up on you. Extremely unfortunate way to spend new years eve.

Not Verified | We were supposed to fly out at 7 pm. At about 6:30 there were no employees at the desk. Our flight was still listed as on time. Another passenger found that the airline website listed the new departure time as 10 pm, though nobody else was able to find it. We were never notified at any point by email or text. The scheduled time remained 7 pm and eventually the status was changed to 10 pm, but the flight was never listed as delayed. At about 9 pm the poor staff member had to announce to everyone that the flight would not be taking off that night, but at noon the next day because the pilot needed to rest. It took another hour for the airline to confirm a hotel for everyone and we all had to pay for transport with the promise of the airline reimbursing this eventually. Once they finally confirmed a hotel they did not even announce it, we had to hear it from other customers. It was all very confusing. The lack of communication was the most frustrating thing. Today at 11:15 our scheduled departure time is still 7:05 yesterday; it was never listed as delayed.

Not Verified | I booked a flight with Expedia for my son to come home for his grandfather's funeral. The flight out was with American Airlines. The return leg was Sun Country. American's flight out was delayed to the next day. He was flying from San Diego to Indy. Due to the delay, he was now going to miss the funeral. We then canceled the flight since he was going to miss the entire funeral mass. American Airlines refunded the flight out but Sun Country stated they have no refund policy with canceled flights. Our intention was for my son to come to his Grandfather's funeral. I sent Sun Country the funeral info. They still refused and would not give me a credit. I will never book with an airline that operates their business in this way. Expedia did finally give me a credit after hours of calls and being on hold.

✅ Trip Verified | We paid an additional $100 each (x2) for Sun Country Door-Door service which included pick-up from home to airport and assistance checking our bags through to our destination in Costa Rica. Shockingly, our bags never arrived. Sun Country admitted that our bags were not placed on the aircraft and advised that we could pick them up in Minneapolis on our return in 1 week. Imagine, no clothes, toiletries, meds, snorkel gear etc. They refused to forward our bags as they only fly to Liberia once a week. They made no effort to utilize another carrier. Strongly advise that you avoid this new, dysfunctional "Door to Door" service (provided by Landline Services) and be aware of Sun Country policy regarding your misplaced luggage.