Sun Country Airlines

✅ Trip Verified | Flyer Beware - Do not try to connect with a different airline to a Sun Country Flight. Sun Country is a Hub to a Vacation Destination airline. This requires any customers who live outside of a reasonable driving distance to the Hub to fly other airlines in order to catch a Sun Country flight. Sun Country needs these customers, they cannot sustain their business on the customers who live close to the hub. The problem is that if there is a delay, Sun Country buries their head in the sand and will tell you that they are not responsible for a miss connection on another airline, even if the reason for the missed connection is 100% their fault. This is exactly what happened when my family and I flew Sun Country from Mexico to Minneapolis on December 30th, 2020. We were supposed to connect to a Delta flight, and I had scheduled a generous 2.5 hr layover. Our Sun Country flight had 4 delays, though in fairness one was caused by air traffic control. In any event, we should of had enough layover time to recover, but 4 delays on one flight was too much. Sun Country wouldn't even put us up in a hotel for the night, refusing to take any responsibility. The net cost to me was around $1,200 (I had to rebook our Delta tickets at 5x the original price). I wrote to Sun Country to complain, and they sent me an email stating how they "pride themselves on being a reliable travel partner.....and are dedicated to customer satisfaction". They don't care at all, and refused to take any responsibility for the problems they created. I would recommend to anyone traveling to fly the same, conventional airline to your destination. Sun Country isn't that much cheaper, and if things go wrong the other airlines will take care of you.

Not Verified | Absolutely the worst airline with truly bad customer service and policies. Sun Country is a pure disappointment, once the pandemic hit, our flight got canceled, and we never saw our money so $1200 is gone. We tried to work with them on the case and they said "we are a very small airline and we also need money" thus they wont be able to give any money back. Pretty ridiculous, it is not a trust worthy airline, it is a scam airline that tries to build business using money from other people.

✅ Trip Verified | Do not use Sun Country Airlines. Not only are the seats absolutely uncomfortable but the customer service is awful. I had to purchase new flights to get home from Aruba during the COVID shutdown. Remember when purchasing flights that Sun Country only flies once a week to a lot of countries. Aruba was shutting down borders and restaurants, etc. My flight out wasn't until Saturday so I booked on another airline to leave Thursday. Some airlines had already cancelled flights out and I wasn't sure how reliable Sun Country would be. I called and had credit from the airline for the unused portion however, I wasn't told that the flights expire on the original date of booking, not the date of travel.The agent that also receives the customer complaint forms directly - was extremely rude and unhelpful as well as the woman I spoke to before. It was like they had joy in saying "Sorry I can't help you your credits expired so we won't do anything for you". It is shear madness. I will never use this airline again. The same agent also responds to Facebook complaints so there really isn't any help because he blocks all complaints from moving forward. Never use this airline!

✅ Trip Verified | Minneapolis to Fort Myers. I have never seen a worse airline towards COVID. Full plane with kids and people with no masks. No chance I will ever touch this airline again.

✅ Trip Verified | Horrible. They do not follow any COVID-19 guidelines. Flight attendant did not wear a mask when walking through aisle. Every seat is booked, you can be sitting by complete stranger. The seats/seatbelts/windows are very obviously not wiped down. Do not fly.

✅ Trip Verified | It was a terrible experience. At the time that I made our reservations, Sun Country said that they would leave all center seats empty, that there would be no drink/food service, the planes would be sanitized and passengers were required to wear masks “for the safety of the passengers.” When we boarded the plane, on May 17th, 2020, we found out that Sun Country filled every single seat, only about half of the passengers wore masks, and the planes were not sanitized between flights. Passengers would come off the plane and immediately new passengers were loaded on the plane. The only truth spoken by Sun Country was that there was no beverage or food service and that was yo save Sun Country money—it had nothing to do with passenger safety.

✅ Trip Verified | They misled paying customers by saying they would block all middle seats! Sun Country apparently believes they do not have to follow CDC recommendations for social distancing because they sold every seat on the plane. They suspended in flight service, but they then sold every seat on the plane?

Not Verified | Sun Country lost my business for good. I bought airline tickets through them to go to LA in April and of course had to cancel because of the pandemic. I asked an agent and 2 managers to refund my money and they stated their policy was to give airline credits only. I accepted an airline credit and purchased a return ticket home to MSP from PDX on May 17th. Sun Country cancelled my 1 way flight, had no others flying to MSP, then refused to refund my money stating since the ticket was purchased with a flight credit, they cannot refund it. I asked if they could have refunded my money from the LA tickets. The supervisor said yes they could have but she could not refund me since this ticket (for a flight they cancelled) was purchased with the airline credit (that I didn't want in the first place). So now I have to spend more money on airline tickets because Sun Country doesn't do business fairly. I am so disheartened that they didn't do the right thing and refund my money so I could purchase a ticket to get home.

Not Verified | Palm Springs to San Francisco. Sun Country cancelled our flight and their onsite customer service (who said they were contractors, not employees) was unable to help and told us to call the airline. Of course, none of the passengers could get through, were hung up on by the automated system or left callback numbers and then were never called. After several days of trying to get through to the airlines and get rebooked ultimately had to do it ourselves at the beginning of this pandemic at a much higher cost. We have been trying to get reimbursed ever since and they've continuously lied saying their onsite staff could have helped us and that they called us back. After flying for business and pleasure for the last 30+ years this is by far the worst flight experience and I've flown WOW, Ryanair, and easyJet. That's really saying something.

Not Verified | Minneapolis to Orlando. I booked a trip for the family over spring break to Florida to spend a day at Disney World, and a cruise and both have been canceled so we have no need for the airfare until we are able to reschedule our trip. I have talked to an agent 4 times and 1 manager. The first agent that canceled our flight told me everything was put back on my voucher the part I used and the rest of the money was placed on an electronic credit. He told me they would both be good until March 20th 2021 because I booked the trip last year and I would get an email with the information within 48 hours. I waited and got no information so not wanting to lose the money I called back and the new agent told me I would lose the voucher on April 9th this year and the credit is only good until November this year, I explained to her I would be unable to use the voucher by April 9th with everything going on. She told me to fill out a complaint form and call back the next day and they would forward my call to team that could help me. I filled out the form right away and called back today, the agent that was helping me said he could fix the voucher and more the experience date out, as I was on hold the phone was disconnected so I called back again and explained to the agent what happened and what he told me he could do. This agent went on and told me there is nothing they can do and I would be forfeiting my voucher and losing that money. I asked to talk to a manager and after asking multiple times they had a manager call me back. the manager said they reviewed the call and the agent gave me bad information and I would be forfeiting my voucher if not used by April 9th per their upper manager. I asked to get a copy of the audio recording and he said I could not get it and there is no one else I can talk to about this. As of right now Sun Country Airlines is stealing my money. If I know what was going to happen with this Coronavirus I would of booked a trip before my kids spring break, but being able to use this voucher I was able to afford a trip for the many this spring break. I would recommend not to use Sun Country Airlines for any travel they just want money and don't care of their customer not to mention they take advantage of this Coronavirus to take money without giving services. FYI I tried using the option 8 to call back and never got a call back so I have sent right around 12 hours to get this information