Sun Country Airlines

Summary: Unprofessional business practices, flawed customer service, failure to provide services as advertised, complete refusal to provide refunds. I was booked a flight PHX -> MSP -> MCO by my employer. The flight to MSP was delayed over an hour due to a "controllable error" on behalf of Sun Country which caused me to miss my connecting flight to MCO. There was another Sun Country flight to MCO from the same terminal. I was denied access to this flight because the attendant "wasn't allowed to rebook at the gate." The flight took off with empty seats in it and me stuck in MSP. I was told my checked bag was at MCO by Sun Country representatives. I would later come to find this was a lie. I was offered a rebook that would have me landing at MCO 14 hours after the original flight's landing; this was not an option as I had my brother's wedding to attend as his best man. I was refused all options to be rebooked on a different airline despite the fact that I was inconvenienced by Sun Country on a mistake that was solely their fault. I accepted a voucher for the cost of the flight and figured my employer could keep the voucher and pay me the cost of a rebook with Frontier. I rebooked with Frontier and then was informed, moments before boarding my new flight, that my bag was in MSP. Apparently, without my consent, the bag was refunded as well and left sitting in MSP without my knowledge - I only learned because I was called by a Sun Country representative while at the gate to depart with Frontier. Sun Country refused to send my bag to Orlando using the voucher. I had to leave the terminal, grab my bag, check it and pay it out-of-pocket to Frontier, and then get back to my gate before departure. During this process, Sun Country failed to locate me on all online platforms to offer support as the ticket was purchased by someone else on my behalf and I did not have access to their purchasing card information or personal email (despite having my ID, flight information, and personal information to complete an account lookup). Avoid flying with Sun Country at all costs.

Sun Country in the past has been a very reliable and affordable airline for me, but my experience them during this recent July 4th holiday was a total disaster. My family and I booked a trip from San Francisco to Minneapolis/Saint Paul more than 6 months in advance. On our return flight on July 9th, when we were already at the airport, they first delayed their flight for a few hours, then canceled it altogether. We had to return home as soon as possible for our work and kids and they booked a return flight for us, at a cost of $1,800 more on top of the refund of their own flight. When I politely asked them to cover the cost for the difference, they just outright refused. I don't plan to ever fly with them again, I believe their management has just cut staffing to the point they cannot even handle known high volume periods such as holidays. I just can't trust Sun Country ever again after a horrible, frustrating experience like this.

Very very disappointed with the customer service of this airline. We booked out flights months in advance to get them cheap and after flying into our destination 7 hours before our flight home they canceled the flight. Did not say why it was canceled and offered no help. The next available flight they could offer was 4 days later. They will not even be giving us a full refund they are only refunding the flight they canceled. To book a new flight prices had tripled. We are now stuck paying a large extra fee for our car rental and driving 12 hours back.