Sun Country Airlines

Not Verified | We waited to check our luggage for three hours, due to 2 agents working 3 different flight check ins. When we were finally checked in, the flight was delayed over an hour because the check in was so behind schedule. Not only did we wait far too long, but upon arriving in Vegas, our luggage was no where to be found and the airline said they were not sure where it was sent. We have tried contacting to locate our luggage and we have been put on hold for 90 minutes. I would not recommend this airline to anyone!

Not Verified | Dallas to Punta Cana . When checking in, I asked for the attendant to tag our luggage we were checking and she confirmed she would. After being checked in for our flight we were not given a bag tag and directed to security. We are now on vacation and no one has been able to locate our luggage to get to us. We had no layover and there is no sense of urgency to have it back in our possession. Our entire vacation has been ruined and we literally have no clothes, toiletries, our jewelry, shoes, and everything else. When we initially called the airline when arriving in the Dominican the person we spoke to on Sun country’s behalf told us "It is your problem you are there in another country". Absolutely unacceptable and we are now having to spend hundreds of dollars per day on clothes and things we need. This issue has completely ruined our vacation and we continue to call daily and no one can locate or luggage. We had no lay overs so it can only be in one other place if it is not here. After today I will never use this airline again and will advise others not to as well.

✅ Trip Verified | Los Angeles to Minneapolis. I had poor customer service from start to finish. I was told upon check in that my self and people I was traveling with had too many bags. I informed the representative that I would reduce my bags before boarding the plane. I was watched from the moment I left. Upon boarding the plane I had two bags which was one personal and one carry on. Myself and my party were watched and harrassed as we boarded the plane. She also tried to charge us $40 for a shoe box that my friend had along with his backpack. Once on the plane, staff from the lax terminal 5 got on the plane to harass us more. She came to write down my seat number and check our bags once again. We never exchanged words or said anything derogatory or bad to the employee. I am appalled that I was treated so poorly after paying almost $500 each for first class seats on a one way flight home. Customer service was poor and I will never fly Sun Country again.

✅ Trip Verified | Denver to Minneapolis. After arriving at 10:40am to get through security, my husband, 5 year old son and I waited through multiple delays. Flight 658 had mechanical issues, yet we kept being told the mechanics were confident they could fix the issue. After receiving the replacement part at 8pm, we were told we’d board at nine. Then 9:45. Then announced they’d have “more details to come” at 10pm, and same announement at 10:30 and 11pm. At about 11:50 (too late to catch a different flight out for the night), it was announced that the flight was cancelled. We are irate that nothing was done to try to help, no alternatives suggested, no options given, nothing. My 5year old slept on the floor of the airport for a flight that should have departed at 12:20 pm! In order to get back to MN in time for a job interview, we immediately called and booked 3 seats on a flight leaving Denver at 6 am with a different airline. We spent $876 dollars for something we would not have otherwise needed to spend, just to make it back in time for the 11:30am CDT job interview - after already spending $342 on the 3 Sun Co tickets booked in early April! We have not seen the $342 reimbursed yet, but expect it will be. I will never fly through this airline again, and I will advise friends and family do the same. The whole experience was miserable, horrific. And I am disgusted at the total lack of effort to do anything to help get passengers to Minneapolis.

✅ Trip Verified | I am extremely disappointed and dissatisfied with my Sun Country trip from Minneapolis to Miami. I have had issues with Sun Country before but never to this extent. I was on hold attempting to make flight reservations for over an hour and 46 minutes. Almost a two hour wait to make simple reservations is outrageous. I was met by a rude Sun Country employee. Throughout the conversation he interrupted me multiple times, he raised his voice at me, and refused to let me speak to a supervisor stating “they would tell you the same so you cannot speak to them”. I have worked in customer service for many years and have never been spoken to in that manner. I have flown with Sun Country quite often before but will never fly with them again. I attempted to address this issue with their complaint department and they were unwilling to do anything to fix the situation. The only thing they were willing to do was comp my seats as “an act of good faith”, I said ok fine I will sit in row 7 because I want to be near the front which I would’ve paid for regardless. I was told no to that request they would only be willing to Comp a seat in row 23 of 24 rows. I asked so you guy are willing to comp a 7 dollar seat but unwilling to comp a 15 dollar seat to please an upset customer? They said yes that is the case. How disrespectful and rude. I recommend no one flies with Sun Country unless they want horrible service from a company who doesn’t value their business.

✅ Trip Verified | Minneapolis to new York JFK. My flight was a nightmare. We were supposed to leave at 7:00 but we were waiting for 20 minutes. No communication with the passengers on why the flight was delayed it was ridiculous. The mere question of me asking why we didn’t leave at 7 aroused anger in the flight attendants. They were too busy flirting with some guy that works at the kiosk to even stop to answer my question. I really hate this airline.

✅ Trip Verified | Our experience with Sun Country Airlines was completely frustrating. We boarded our flight in San Diego and were told we needed to exit the plane just before it was about to leave the terminal since the connecting flight to JFK was cancelled due to weather. That part is unavoidable, we understand. We then went directly to an available agent to book for the following day only to be told that if we wanted to be on a flight for the next day it would cost us an additional $2200 (2 seats in first class)! Although those seats were available they would not accommodate us. We had no choice but to book for the day after. That flight left San Diego an hour late. When we arrived in Minneapolis with little time to spare we noticed our flight was not listed on the "departures" screen. We went back the gate we came through to be told that our connecting flight was cancelled. We were not told this on the plane, we were not told this when we exited the plane, there was no notification at all. We then needed to wait 45 minutes in line to book for the following day (no morning flights although seats in 1st class were again available). We were given vouchers for discounts for nearby hotels since they claimed no responsibility due to it being "weather related". We later learned that this was not weather related at all, it was their equipment malfunction at JFK. There were no hotels available through the discounted phone # they gave us and we were left on our own to find accommodations. Our entire experience with Sun Country was unpleasant at best including robotic agents, uncaring attitudes, and all around unprofessionalism. Never again!

✅ Trip Verified | Worst airline experience ever! Utterly disappointed in overall service. Purchased first class seats for 2 adults and 7 children. We had never been in first class before but decided to splurge as we had a birthday to celebrate. We also have a daughter recovering from leukemia so it was important that we try to make her comfortable and be as close to the restroom as possible. First of all, we were overcharged $6,000 when we made the reservations in August due to some kind of computer glitch. No apologies from the airline and it took almost a week for reimbursement. Note for anyone buying a ticket from Sun Country, always use a credit card, never a debit card. The flight from Orlando to Minneapolis was a disaster. The seats were dirty even though the flight was delayed 30 minutes. We even found a novel left in 1D from the previous occupant. Magazines were askew, crumbs were on our seats, and one seat had some kind of fluid on it. Yuck! Flight attendants had plenty of time to clean the cabin given the delay. An airline employee sat in my husband's seat (1C) doing paperwork for 30 minutes. There were plenty of open seats in the cabin where he could have moved to. My husband, who is 6'4", was forced to hunch forward and later squat down while waiting for his seat. Not exactly first class service! The biggest problem? They lost our largest piece of luggage! Sun Country promises first class priority delivery to baggage claim. We have never lost a piece of luggage before and it happened on a first class flight. I was promised that it would come in the next morning on the first flight and would be delivered by late morning. That didn't happen. I had to call them 18 hours later to check on the status. It took until 8 pm to get it. Sun Country's flight attendants were below average and the leg room was average. Airplane cleanliness was way below average! There was no first class priority boarding. We were unable to put our baggage in the overhead compartments as we were being pushed from behind as everyone crowded in. The meal (1/2 a sandwich) was horrible. There were no options and one of my children received a leftover sandwich that someone else hadn't wanted. They also ran out of Coke! 7 of the 12 first class passengers were children and they ran out of Coke! Did they expect me to order them alcohol? Do not expect a curtain between first class and the cabin. My daughter was seated in front of someone who was coughing on her neck the whole flight. Also, everyone kept using the bathroom in the front and were lined up in the first class cabin constantly coughing and bumping into us. The flight attendants did nothing to discourage this. At least with a curtain, passengers do not stand in line in first class waiting for the bathroom. I reached out to customer service and I sent an email to every member of the board of directors. I did this on December 21st. It is now January 9th and no one has contacted me. I did expect an apology or an explanation for our horrible experience. I am left to wonder if we were treated poorly because we complained about being over charged $6,000 in August. After all, how many bad things could possibly happen on the same first class flight?

✅ Trip Verified | Incredible experience from beginning to end. I was due to fly out on the day a massive snowstorm hit the northeast. Sun Country, like many other airlines in Boston, waived their change fee. After almost no time on hold, I was helped by one of the friendly customer service agents I have ever experienced. She helped me quickly and efficiently, and got me on a flight a few days later. When the day to fly came, the experience remained completely positive. Both of my flights were smooth and enjoyable. The ground service came with a smile. The flight crew were friendly and attentive for both flights. I’m a little guy, but I had plenty of legroom in my seat (16A). The cabin was clean and felt inviting. My connection in Minneapolis was also an absolute breeze. It was only 50 minutes, but navigating their Terminal H was a piece of cake. I absolutely recommend Sun Country and will be flying with them anytime that I can. Sure, there’s no in-flight entertainment or WiFi, but bring a book and some music and you’ll be fine. Adjust your expectations accordingly, and you’ll realize what an incredible value they are. Go try them out and relearn what it’s like to be treated like a real person again.

✅ Trip Verified | 60 mins is usually enough to make your flight when using Sun Country's tiny Humphrey terminal. However, there were long lines and travellers checking in lots of bags. Only 2 counters were open. SY has no self-check machines. All I needed was to just print my boarding pass. Line took 30 minutes to clear and it was too late. I could not get my boarding pass forwarded to my email or mobile phone. Check-in agent didn't care. Said he could do nothing and did not even offer to re-book me. So I re-booked myself onto a comfortable DL flight. In June, I flew MSP-JFK and our aircraft had a row of broken seats causing a 90 minute delay. Old aircraft in bad shape. Tickets are not that much cheaper. Avoid.