My experience with Sun Country Airlines was the worst customer service experience of my life.
My experience with Sun Country Airlines on February 22nd was beyond unacceptable.I was scheduled to fly from Toronto Pearson International Airport (YYZ) to Minneapolis–Saint Paul International Airport (MSP) on Flight departing at 7:43 AM. I arrived at the airport at 6:40 AM — over an hour before departure — only to find the Sun Country check-in counter completely closed.Let me repeat that: the counter was closed more than an hour before departure.Shortly after, the flight was delayed by three hours and didn’t leave until after 10:00 AM. Since I was physically at the airport the entire time, I immediately called customer service and explained the situation. I was still there. The flight was delayed. There was clearly time to resolve this.I was told, bluntly, that there was “nothing they could do.”No attempt to help. No effort to problem-solve. No escalation. Just dismissal.Desperate, I asked a TSA agent from the Transportation Security Administration to please speak to the Sun Country employees at the gate on behalf of me and two other stranded passengers. After significant pleading, they agreed to help. When they returned, we were told that Sun Country’s response was essentially that they “did not care,” that we were late, and that nothing would be done.This is customer service at its absolute worst.There was:No counter agent available.No way to print boarding passes from kiosks.No flexibility despite a three-hour delay.No voucher.No rebooking.No empathy.No accountability.Being dismissed while standing in the airport for a flight that hadn’t even left yet is outrageous. The fact that the airline made zero effort to assist three paying customers — during a three-hour delay — shows a complete disregard for basic service standards.Low-cost should never mean no service.I have flown many airlines over the years, and this was by far the most frustrating and disappointing travel experience I’ve had. I strongly urge anyone considering booking with Sun Country to understand that if something goes wrong, you may be entirely on your own.Absolutely unacceptable.
japhet fotso
Says 1 star but should be negative 5
If i could rate them negative stars i totally would. The communication with this airline is the absolute worst in the business. They have us sit in the terminal for over 6 hours with no in-site on why we’re delayed. They then make an announcement that they will be cancelling AGAIN with no info on why or what we’re gonna do. Mind you this on St. Thomas where literally everything is astronomical prices for lodging, food, and taxis. No hotels available for less than $1,000 a night, taxis that are $150 both ways, and food that is consistently $30 for something as simple as a burger. A quote from a sun country employee, “You POSSIBLY will be fully reimbursed.” We then have to book 2 rooms for $1000 a night otherwise we would have to sleep in the terminal. We then get our new flights and everything was going great and we get 20 minutes past our boarding time and they were gonna have to delay the boarding process but they don’t have any timeline of how long the delay will be. Finally an hour and a half goes by, we finally get to board the plane. We have a 20 minute flight to refuel, which they said would be about an hour and we would not have to exit the plane. As soon as we land they come over the intercom and say this process will take 90 minutes best case scenario and everyone will need to exit the plane. They try to make us feel better by saying they will accommodate us with free drinks, snack, and even alcohol. 2 minutes later… again over the intercom say we won’t be able to serve an any alcohol because there’s another flight that needs it??? Mind you everyone has been sitting in a extremely hot plane with very little communication. Most of the communication came from word of mouth from the rest of the passengers. I was supposed to get home early saturday night which then turned into late SUNDAY night. And then i get the gift of going to work extremely jet lagged and pissed off. The absolute bottom of the barrel of the airline company, i repeat DO NOT ever use this airline. They screw you over time and time again, all with no show of remorse. Absolutely the worst experience i’ve had with flying. I would much rather fly Spirit than this dumpster fire of an airline. Do yourself the favor and use Delta if you want to make it home on time or just in general. I’m not the person to ever leave reviews but this was the most fitting time i’ve seen for one. Hope this helps
Daniel Uzzell
Disgusting Behavior
My 5 y.o. suddenly needed to use the bathroom during landing. I had her wait until the plane came to a full stop - just waiting for boarding bridge. We got up to use the bathroom and a crew member told us to sit down. As I proceeded to explain that it's an emergency for my daughter, another crew member shouted for us to just go and stop arguing with them. I find this behavior disgusting especially around children.
Susan Lee
It takes you from point A to point B
It takes you from point A to point B. I don’t understand why people complain about SunCountry when it’s a discount airline. This is not a top of the line planes or service but it gets you there safe. There are many places that there is no option other than SunCountry. Perhaps there are scary stories but I have flown with SunCountry in so many destinations and outside of minor delays I never had a cancellation. It’s even better than frontier airlines.
in
The Sun Country wifi entertainment
The Sun Country on board wifi entertainment system is simply awful. It does not load or play shows or movies. The audio library is techno garbage. No one on our flight could get it to load. Movie selection also awful. It really is very insulting to call it entertainment.
KENT WISCHMANN
Horrible and incompetent customer service, will abandon you in a foreign country with no direction, and make it your problem.
When Sun Country gets you to your destination they're great, but when they don't, they are HORRIBLE in every single way! My husband and I took a trip to Cancun over Thanksgiving to celebrate our 20th wedding anniversary. Our trip was great until it was time to go home. When we arrived at the airport to return to Minneapolis, we received a text that our flight was delayed by 2 hours. Once we checked our bag, we learned we were now delayed 4 hours. We waited around the airport for hours when we finally saw the plane that was coming to pick us up arrive. We watched them load our bags onto the plane while also noticing a line form at the ticket counter. Unbeknownst to us, or flight had been canceled and rescheduled to the next day. Why? Because the flight crew that was picking us up had "timed out" because the first flight left Minneapolis so late. Now, I understand things happen that are out of the airline's control, but TIME IS OBJECTIVE. They knew when they left Minneapolis that we weren't going home that day so why didn't they tell us? In fact, from the time that a woman sitting next to us informed us our flight had been canceled (because we hadn't received the email from sun country yet) to the time the staff at the airport actually announced the flight had been canceled was 1 HOUR! By that point, everyone already knew. I walked up to the counter and explained that I understand we're not the only ones with obligations and need to get home, but my husband and I own a business that absolutely MUST open in the morning and was there any way we could get back home. She said, "let me see what I can do." She picked up her phone, took a few steps backwards, turned around and walked away, never to return. I was flabbergasted. Others on our flight had also received an email from sun country informing them of hotels they could stay and Uber vouchers. To this day, we never received that email. Never mind the fact that Uber is not allowed into airports in Mexico and as an airline, Sun Country should certainly know that, but their incompetence is OFF THE CHARTS! So there we were, after spending over 6 hours at the airport for no reason, we were kicked out on the curb of a foreign country with absolutely no direction. So we went back to the resort in which we had stayed during our trip. We arrived back at the airport for our flight the next day only to leave 53 minutes late that day as well. When we got back home, we submitted our receipts to Sun Country for our hotel and cab rides which equaled about $500. Sun Country, however, arbitrarily decided we were only owed $215. Yup, this debacle costed us FAR MORE than $500 , but the Sun Country Gods decided $215 was sufficient. I reached out to them again and was told that was their final decision. My advice, Delta may be "more expensive" but all the people flying Delta that day went home. Their lives weren't disrupted. Sun Country used to be a great airline. Those days are clearly of that past. Their service is despicable, their communication is trash and their "customer service" is incompetent.
Debbie Wiome
Absolutely the worst airline Ive ever…
Absolutely the worst airline Ive ever flown and will never fly again. We had a sun country approach us and ask if we wanted to go stand by and take a credit. We denied. They cam back 30mins later and said my wife was to drunk to fly while also on the phone talking about 2 seats opening up for someone. We were targeted to make room so if you think about flying sun country, remember one silver spoon calls they will toss your ticket out the window
steve anton
Sun Country’s Pricing Tricks Are a Total Scam
You choose your damn tickets, everything’s set, and then out of nowhere, the price *spikes* when you go to check out? Because you took a few extra minutes? This is crazy. Apparently, someone else managed to grab the same tickets at 3 in the morning, and thats why my tickets went up, LOL. This is exploitation. Even Delta and United don’t pull this shit. But Sun Country? They’ve clearly mastered the ripping people off. I can’t wait to see this joke of an airline crash and burn. No wonder they’re at the lowest of Airlines. Barely hanging on above Spirit Airlines. This company is a complete disaster.
Amber Uahc
So bad!!!
So bad! Avoid at all costs. I had to book with them as I had an unexpected and emergency flight. They were delayed by 1.5 hours which meant I missed my next 2 connectors, with barely an apology. On arrival my luggage was also broken open and my items both in a bag and spread across the conveyor belt. Destroyed both my luggage and my flight costing me a lot of money and time. AVOID AT ALL COST.
Chloe Brown
My fiance and I flew with Sun country…
My fiance and I flew with Sun country to Mexico. Sun country was the worst airline we have ever flown with. Our flight got canceled to Mexico because the plane caught on fire. On the way back from Mexico our flight was delayed because the “toilet paper holder was broken.” After finally landing in Texas, there was another delay. There were no open terminals coming into dfw, so they dropped us off in the middle of the run way where we were picked up by a bus and had to wait hours until we could get off of the plane. DO NOT FLY WITH SUN COUNTRY!!!!!!!!!!!!!!!
Allison Stevenson
Do NOT fly with them
Email link sent by SC to download boarding passes didn't work. No staff at airport manning counter. Downloaded app - didn't work. Called service number and was on hold forever. Finally got someone. Told couldn't help me. The "no service" airline. I assume I will be flying the plane shortly.
Christopher Worel
The Airline that doesn’t exist
I had a Sun country flight from jfk to Minneapolis. Google and Sun Country’s Instagram page says they are in terminal 4, airport workers and the JFK AirTran said they’re in terminal 7. Get to terminal 7 and yup you’ve got it right no Sun Country.I’m sweaty. I feel disgusting. I had to run to three different terminals to finally find where this airline is. No one knew where the airline was. None of the airport workers, nor the AirTran which is supposed to be correct says the wrong terminal. With 30min left till the bag drop off cutoff after arriving to the airport 2.5 hours early, I had to call the airline to find out that they moved to a new terminal a week ago. All the customer service agent was able to offer me. Is “the next time you fly with us Check our website because our website is up-to-date.” I said in 38 years of flying up words of 10 times per year. I have never in my life experience this with an airline.The only person that showed any kind of customer service, remorse and did her best to offer me some solice was check in Agent Carolyn. She deserves a raise. She dealt with my misdirected frustration, quickly got me sorted all with an apology for my experience. She is the only reason for a 2.
Nelle Fraser
Could not redeem a voucher they issued…
Could not redeem a voucher they issued to me. Could not purchase a flight. Support didn't want to help me. After trying multiple cards and experiencing "declines", I was suggested to talk to Chase. Chase replied that Sun Country was responsible for the declines. Sun Country tried to escalate the issue to their accounting team. They gave me a call back and had nothing to say but to retry, after I had already gone through process a second time. It was just incompetence after incompetence.
Connor Osborn
This is the worst airline I have ever…
This is the worst airline I have ever travelled and their cancellation policy is weird as they have the travel vouchers issued which is no use and this cannot be used for your next booking in some interval. I never suggest anyone on this airline for travel or booking. Waste of money and time with the customer services. If they have a service team they can reach back it would be great if not another waste of time for me.
Pradeesh Arumugam
Bad customer service and supervisor service.
Requested if I could cancel and just receive credit for a future flight but they only wanted to give me dollars. The supervisor made it seem like it was a lot compare to what I spent on the ticket. I flown with Sun country for many years; this was the last straw. I don’t think delta would treat their customer in any bad way. The supervisor at Sun country were no help at all.
Tay M
No customer service
Terrible. There is nobody working at the counter. I am stuck outside of security waiting for an employee to show up.
Joseph St.Sauver
Worst Airline in Existence
Without a doubt the worst airline I have ever used. For our trip, Sun Country's failures caused us to (a) miss multiple non-refundable events due to significant delays on two separate flights, (b) had to reschedule flight due to the missed events and timing inconveniences from the delays, (c) charged additional fees for this reschedule and had to pay difference in tickets on top of this, (d) had to extend hotel & parking reservations multiple days, (e) and last but certainly not least, my Wife had her hand cut on the seat due to poor maintenance on the aircraft - everything (on both flights) was rundown and dingy, upholstery was torn and frayed in most areas, above-head panels were dangling and bouncing all flight, and there were many (landlord special) type fixes visible all over the place.All-in, due to this HORRIBLE airline, we ended up with just over $1200 in extra costs that we had not planned on. And guess what? They don't care at all and they're actually disgustingly rude about it.I reached out to Sun Country via the text chats originally because we were still on vacation and did not want to spend all day on the phone, these chats proved to be less than helpful and seemed to provide mostly copy-paste generic answers AND the agents would go long periods of time without response which would disconnect the chat (which doesn't automatically reopen or notify you, until you send a message post-disconnect). I finally was able to get a case started and my first few responses were clearly copy-paste generic answers, which was painfully apparent because they only addressed ONE of my many complaint topics. When calling them out on this, they simply went down the next item on the list and provided another generic answer and never addressed or acknowledged my other issues.Most agents were incredibly rude and lacked any level of empathy, there was ZERO willingness to waive any additional fees or provide compensation in any form. Because we didn't report the hand injury to the flight attendants (it was 2 minor cuts we were just going to waive off, we just wanted to get our vacation started...) they are being very upfront & aggressive about their stance of: We will give you no compensation, any discussions further must be sent to our legal team in writing.If you think you're going to save money by going with their cheaper flights, think again - save yourself the headache instead and pay a little bit more to get a better maintained aircraft and a better experience overall. I am still in shock with how horrible this entire experience has been, I've flown with a ton of carriers and have ran into issues along the way and NEVER have I been treated so poorly.I hate Sun Country.
Zane
An item was left aboard an aircraft
An item was left aboard an aircraft. Item left onboard form completed online. Item matched, had to go to headquarters to pick up instead of airport. When picking up items discovered items were missing. Staff was unhelpful and did not care that items were missing. It’s obvious that since the bag was returned the items were taken when in custody of Sun Country. Unable to reach a person to discuss with, constantly told to call number and then just end up with guidance to fill out online form. Extremely disappointed in the lack of care to investigate how items went missing. There needs to be better control of items left on board to ensure customer items are not stolen. It’s fact of life that items are left onboard given the online form and number of items I saw on the multiple trips to airport. I hope whoever stole our items is brought to justice.
Shannon
Next time I will fly Southwest
Next time I will fly Southwest. Not only was my flight late, both outgoing and incoming. They broke my suitcase and it looks really intentional. The policy is 4 hours to report. Since my flight was delayed which made for about a 12 hour travel day I was a zombie when I picked up my bag from baggage claim so didn’t notice the bottom had been cracked like someone literally threw it with force onto the wheel and corner that had been damaged. Bag had only been used for 3 previous trips and made it fine til this one. Hard plastic Swiss Gear bag, not cheaply made and also not cheap in general. I have a picture but no place to post it. YOU HAVE 4 HOURS TO REPORT DAMAGE OF YOUR PERSONAL BELONGINGS. They were extremely understaffed and seemed to not care that they were inconveniencing everyone also. Pretty bad experience all around.
Kamie Filiatrault
Cancelled flight
Cancelled my flight out of Boston on Saturday 12/28/24. Next available flight they offered was two days later on Monday 12/30/24. Offered no assistance with re-booking otherwise. Had to book on another airline at 3 times the cost. Awful airline and terrible customer service.
Matt
