Sun Country Airlines Customer Service Issues

My family of 7 had a planned trip to Orlando on April 4, [redacted]. Due to the impact of the coronavirus and restrictions on travel because of my husband's job, we had to cancel. We were issued a voucher valid until January [redacted]. However, with the uncertainty of the ongoing situation and my upcoming job starting in September, I am unable to use the voucher. I am seeking a refund instead. It doesn't feel right that Sun Country and other airlines can keep our money if we can't use the vouchers in time. I have been attempting to contact Sun Country but have been on hold without success. Any advice on how to proceed would be appreciated. - Missy Dee from Mankato, MN

During our trip to visit friends in Seattle on a Sun Country flight, my pregnant spouse and I encountered a seating problem. Despite reserving, requesting, and paying for specific seats together, we were split apart and moved. A fellow passenger, supposed to be the third in our row, was allocated two seats after purchasing only one and often didn't wear a face covering. This mix-up led to tension between us, the passenger with the extra seat, other flyers compelled to move, and the flight crew. This situation greatly impacted the beginning of our vacation negatively, and we believe a full refund is necessary to address this substandard experience.

I had booked a flight from SFO to MSP on April 7, [redacted], on flight [redacted]. Due to the COVID situation, the flight got canceled. There was confusion regarding compensation, so I waited for guidance from the government and the airline. The government extended the normal cancellation policy from one year to two years. When I contacted Sun Country in December [redacted], I was told the cancellation policy remained at one year, with no refund or credit available. They provided a credit code #QEBMFR. I am seeking assistance. Name: T. J. Wilkinson Tel: [redacted] Email: [redacted]

I have called two different phone numbers to request a change of dates for my flight. My 24-hour window since booking is about to close. I have been on hold for a total of 2 hours, waiting for an available agent to assist me with the date change. I also tried to make the change online, but it seemed like the fee for changing within 24 hours would be as much as the cost of the flight itself. Is this really the case? I just need a simple date change, and I'm finding the process very frustrating.

My name is Sandra D., and my confirmation number is JBJ38X. I need to cancel my flight to Las Vegas on January 9 due to concerns about the Omicron Virus. My husband, 73, has type 2 diabetes, and I, 72, feel it would be safer to postpone our travel. I am disappointed that we were denied a voucher for a future flight and kindly request reconsideration. A flight voucher with full credit would greatly help us. This change is crucial for health and safety reasons. Your prompt attention to this matter is appreciated. Sandra D.

I had reservations for my friend and me for a vacation package through Sun Country scheduled for March. Unfortunately, I had to cancel due to my friend's battle with bone cancer. Sun Country kindly provided a voucher for the canceled plans. However, while trying to book a new vacation package, I discovered the voucher is only valid for flights. This is confusing to me as the voucher was for two vacation packages, not just flights. I am unable to use the $[redacted] voucher for anything other than airfare. I am seeking an explanation for this restriction as I intended to use it for a different Sun Country vacation package.

On Thursday, April 28th, I had a flight scheduled with Sun Country Airlines to attend my sister's wedding. Unfortunately, flight SY656 was delayed by a few hours and ultimately got canceled after we boarded, with the reason being the pilots exceeded their allowed hours. Despite understanding the situation, I was left without any guidance on how to reach MSP that same night. I had to independently book another flight that was beyond my budget to make it home on time. I kindly request a refund for the canceled flight and a full reimbursement of $[redacted].60 for the last-minute flight I had to purchase due to the cancellation by Sun Country.

Upon returning from our recent flight SY342 from MCO to MSP, using reservation code JDVQUE, my companion and I discovered that our checked bags were tampered with. Garment bags were rummaged through, items were removed (specifically undergarments and swimwear), and personal belongings and makeup bags were emptied and scattered in the luggage. I noticed that my Thrive Highlighting Stick in the color Stella is missing. Although I understand the necessity of checking bags for security, I am disappointed by the disarray in which we found our belongings. As loyal customers of Sun Country for years, this is the first time we have encountered such a situation. I kindly request a replacement for the lost Highlighting Stick and an explanation for the mishandling of our possessions. Thank you. Regards, D.S.

I am scheduled for Flight SY263 on May 17th, departing from MSP to Chicago O'Hare. Yesterday, I started feeling unwell with COVID symptoms and tested positive on an at-home test. Today, I took a PCR test, waiting for results. I have a [redacted]-degree fever and various symptoms. My father, a physician, advises against flying. I am uncertain about the airline's COVID guidelines and seek assistance as my ticket is non-refundable. Can I receive a future travel voucher or refund? I appreciate a swift response as I reside in a remote area of Minnesota and must decide on the flight soon. Best, A.S.

I recently flew for the first time to Pittsburgh and enjoyed the experience as we received gifts upon arrival. However, on my return trip, I faced issues at the Sun Country check-in counter with a new employee. Despite being instructed to place my backpack under the seat, I was charged $55 for it at the gate, along with an additional $10 for not checking it in earlier. Moreover, I paid $9 for priority boarding due to medical equipment, but the employee was not aware of the policy. This lack of knowledge cost me $64. While I appreciate the affordability of Sun Country and the convenience of Terminal 2 in Minn, this experience was disappointing.

I purchased round-trip luggage service to Cozumel, Mexico, but my luggage did not arrive. It took over 30 hours to reach someone, and they informed me my luggage would arrive in Cancun and be sent to Cozumel by Thursday, the 5th day of my 8-day trip. I insisted on it being sent directly to Cozumel. Despite Sun Country's claims, my luggage never made it to me in Cancun. Even after returning home, my luggage is still missing. I cannot reach a human for assistance unless they call back. I urgently need my luggage, which contains vital medical items. Please help me with this frustrating situation.

My husband, our two young daughters, and I found ourselves stranded in Minneapolis due to misinformation provided by a Sun Country ticket agent. We were wrongly informed that our flight was delayed by 17 hours, leading us to book a hotel room for $[redacted].08 and miss our flight. It turned out our flight was actually on time and had already departed, and the late-night flight we were informed of didn't even exist. The next available Sun Country flight was 4 days later, so we had to book flights through Delta for $[redacted].40 total to avoid an extended stay. Despite the airline's admission of fault, we were not offered compensation. This ordeal caused significant distress, and I am requesting full reimbursement of $[redacted].48 for the Delta flights and hotel expenses incurred.

I am Frank Martinez, and I am requesting a seat change for tomorrow morning's flight from Lake Tahoe back to Corpus Christi. The two aisle seats we had on the way here were uncomfortable due to a broken bathroom and people crowding us. I was next to a large man, and I had to intrude into the aisle. We booked this trip a month and a half to two months ago and requested wing or emergency exit seats if available. Kindly consider moving my wife, Laura Martinez, and me to separate seats for a more comfortable return flight. Thank you.

I need to change my reservation from Thursday due to bad weather. I'd like to go this afternoon. I've been trying to call customer service but the number doesn't work. How can I contact you? Patsy C. [redacted]. Email: [redacted]

I recently had a flight booked with Sun Country from San Diego Airport (SAN) to Minneapolis Airport (MSP) at 5:55 PM. Due to weather conditions causing chaos at SAN, the flight was delayed and changed terminals. When I checked the arrivals/departures board, only one flight to Minneapolis was listed, leading me to believe it was mine. However, when the time came for boarding, I discovered it was a flight to Phoenix with Southwest, not my intended flight. The information on the board for the Minneapolis flight was also incorrect for Southwest. I am extremely disappointed as I was looking forward to spending the holidays with my family. Ideally, I would like to reschedule the flight or receive a refund. I attempted to contact customer support without success and would appreciate assistance in resolving this issue.

Over the stormy weekend in MSP on Friday, my nephew and 3 teenagers were stranded, unable to fly back to MSP on the late 11:59pm flight. I reached out to customer service and was assisted by Michelle in the early morning who rescheduled him for the following Tuesday. Disappointed with the delay, I contacted another helpful agent named Amy, who managed to get him on a flight Monday at 6:30pm. Despite having to rent a car to reach TUS, they made the flight in time. However, upon boarding, he was unexpectedly asked to pay $50 per carry-on, totaling $[redacted]. Considering the circumstances, I believe this fee should have been waived due to the flight change and the financial strain it caused. I kindly ask for your assistance in obtaining a refund for these unexpected charges.

I paid over $50 for a window seat in the 3rd row, but upon boarding, I found another passenger in my seat with a dog carrier that only fit under the window seat. She was initially assigned a front row seat without being informed about the space limitation for the carrier. As a result, I had to move to an aisle seat as all window seats were occupied. I would like to request a refund for my seat, as I was unable to sit in a window seat as I had paid for. Despite being polite and accommodating by changing seats, I was disappointed with the situation. It would have been helpful if the airline had informed the dog owner about the seat constraints beforehand. This incident occurred on flight SY624 from Harlingen, TX to Minneapolis, MN on Wednesday, April 19th. Thank you. R. Steffen.

I recently booked two flights with Sun Country Airlines from MSP to TPA for a group of five. However, we have not been assigned seats. I am concerned that we might end up on standby due to overbooking. This would be unfair since we made our reservations early. The booking details are as follows: Booking #: [redacted]4 ([redacted]) and Booking #: [redacted]2 ([redacted]).

Yesterday, there was an unfortunate incident involving a female airline staff member at the gate counter. Unfortunately, my fiance, who has a disability, received very poor treatment from this employee. We are requesting access to the video footage of this incident as we plan on consulting with a legal professional regarding this matter. We are hoping to speak with a supervisor from the terminal or corporate office as we believe the treatment my fiance received was unacceptable. It is important to us that this issue is addressed promptly.

My daughter, Michelle Luna Drummer, who is transgender, will be traveling with our family on Sun Country Airlines to Portland on August 5th and returning on the 12th to Minneapolis. She is currently in the process of legally changing her name, as authorized by the courts. Michelle will soon be applying for a new Social Security card and a Minnesota driver's license with her updated name. The tickets for our upcoming flights still have her old name, Mitchell Joshua Drummer, which matches her current driver's license and Social Security card. However, the new documents will not be ready by August 5th. Can she still fly with her old identification? Thank you.