✅ Trip Verified
| Honolulu to Los Angeles. I recently submitted an airline review on Aug 12, 2018, regarding my experience prior to the the actual flight. Post flight leaving Honolulu on Aug 12 & arriving LA on Aug 13 at 4am (Flight SY730). My experience POST flight prompted me to make a follow up review and complaint. I hope our experience as a passenger will reach the top people managing this company. We checked in total of 3 luggages, upon claiming the baggage, 2 were returned (mine and my daughter) one lost baggage for my husband. I used to work for the airline myself & I never thought there will be problem like this that has not been solved since it is a common problem to most travelers. the “lost baggage”. In LAX there is no specific booth for Sun Country where to ask if problems like this arise. Hawaiian Airlines has a lady in their booth where you can querry and she (a Hawaiian Airlines personnel) directed us upstairs to a place next to Spirit Airlines but she stated its an office for Sun but there is no name outside the door. She herself has a hard time describing the location for us. When we get there, there were 3 doors with security lock without names. Is was so frustrating having to wait, on board a delayed flight, without sleep, & still has to go work in few hours. We tried to search for direction on line, number provided was called and no one answers. A lady just about to enter one of those unmarked rooms & apparently she just came in for her shift. Thank God she is from Sun. She accompany us to find our missing luggage that didn’t come out of the conveyor and helped us file a report. I did ask her why there is no name on the door of her office so their client can easily find where to go. She stated and I quote “I dont know, I asked the same question when Sun initially hired me but they don’t have answers for me, I guess no one wants to do anything”. She then instructed us to call the number on that paperwork she provided for us. When we get home we called the number (612) 970 3576, unfortunately the call often dropped and no way we can leave a message. Later that day, a lady left a voice message on my phone stating they found our baggage/luggage and to contact them thru customer service or on line but she did not leave any contact number to call. I tried calling the number thru caller ID, it was the same number I found on line, but then again, call dropped no one can be reached. I went back on line on the baggage lost so I can at least send a message. I did gave instruction to deliver my luggage to the address I provided. Its a very long and tiring process just to contact that department and I think its a very common airline problem that they are failing to handle, in the end their customers suffer. And up this point, making this review, my baggage has not been returned. I hope whoever read this message will do something on this issue and hopefully someone will contact me again again.