✅ Trip Verified
| Newark to Minneapolis. Neither my partner nor myself have ever experience the level of incompetence and sheer unprofessionalism from an airline as we did this Saturday (6/29) until our first and only encounter with Sun Country Airlines. The short of it is that our flight to Minnesota was cancelled without ever informing us even now 48hrs after the scheduled flight. We were booked for an 11:45am flight out of Newark, NJ non-stop to Minneapolis, MN, flight SY 234. We received an email at 5am saying our flight had been delayed to 2:45pm, no biggie. At 8am another email arrived with an update that the delay was now until 3:10pm, no prob. Around 8:45am (AFTER the two delay emails) another airline’s plane made an emergency landing at Newark Airport causing complete closure for about 3hrs. Understandably all the airlines spent the rest of the day scrambling to accommodate their passengers, all but Sun Country Airlines. We had left our apt around 8:45am before opening the emails regarding the delays but decided we might as well continue over to the airport just in case things change further. We arrived around 11am and noticed immediately that the departure board had been updated and now our flight had been delayed until 4:46pm although we hadn’t received any email notification. Arriving at the ticket counter we discovered the Sun Country counter was closed and no employees were to be found. Several families were stranded with us and all stated without discrepancy that we had just missed two Sun Country employees being instructed by their supervisor to close their ticket counter and leave! No explanation to their customers, no assistance, and no update that the flights had been cancelled! One of the other customers informed us of the cancellation and gave us a Sun Country customer service number, apparently a parting gift from the Sun Country ticket counter employees. He warned us that he’d been on the phone for more than 45min thus far without getting through to anyone. My partner immediately placed the call. Upon noting how many people around us were discussing booking on another flight we scrambled our financial resources and bought the cheapest available tickets on another carrier that would get us to our destination, spending $500 more than the previous tickets had been. Finally, over 2hrs later, my partner was able to reach someone representing Sun Country customer service on the phone. This rep voiced shock and surprise when he explained to her that the Sun Country supervisor had pulled his ticket counter employees without any explanation to their customers, that we had not received any notice of cancellation (she confirmed the cancellation), and that we’d been on hold for over 2hrs still at the airport. She refused to send us any emailed confirmation of the cancelation nor the promised full refund. Fast forward two days later, we still have not received any notification from Sun Country of the cancellation, there’s no listing of the flight cancellation online, no notification of a refund, and of course no actual refund. We’ve also found online that this was not an isolated incident! On the same day this occurred (6/29/19), customers across the country (Boston, Las Vegas, DC) received the same treatment - canceled flights, no communication, no Sun Country staff at the airport, and 2+ hour phone waits on hold for customer service. Never fly Sun Country Airlines! They should not be allowed to conduct business!