Sun Country AirlinesReviews of suncountry.com

We reserved two exit row seats for our roundtrip from Roatan to MSP. They cost $59 each and were purchased months in advance. On the way to Roatan, there were two pilots in Exit Row 15, seats A and C and we were across the aisle in D and E. However on the return trip we received an email saying we could "checkin now". It would not work. our friends who were also on the same flight all could check in, so we were concerned especially being in a foreign country. I called, and the agent said she did not know why we could not checkin and she could not do it for us. She said it was out of her control and we would have to check at the airport. As you can imagine, this was very upsetting not knowing if we would be able to fly home. At the airport we checked in early because we were concerned. We received our boarding passes and everything was fine until we got to our seats and realized they were not exit row seats. after the flight took off, I went back to see if our exit row seats were occupied.... They sure were! There sat one pilot occupying all three seats ( DE&F) and on the other side of the aisle sat another pilot occupying all three seats ( AB&C). So, they bumped two paying passengers ( us) from our exit row seats to regular cramped seats. with no notice. Disabled our online checkin ability and when I wrote to them, their response was "thank you for the feedback." Now we know how they feel about their customers. Follow up: I did receive this response from Sun Country Airlines "We understand the importance of seat selection, and we do our best to accommodate travelers with their preferences. I am truly sorry for the loss of your exit row seat requests. As you are aware, there were pilots on that flight considered “deadheads”, traveling for their next flight assignments. Per the pilots’ contract, they are guaranteed exit row seating in row 15, along with other amenities when traveling on company business. A refund of your seat fees has been submitted and will post back to your original form of payment within 7 business days." So, if you book on Sun Country Airlines and book Exit row seats, you should know that the Pilots actually can bump you. Sweet!

I’ve been using Sun Country every year to fly from my home in Tampa back to my hometown of Chicago to see all 11 of my grandkids and have never had an issue! The flights are very reasonable and the crew is always happy to help especially when it comes to boarding the plane with my bad hip! I also wanted to shout out Sherry from customer support for being especially helpful!

Coming from Minnesota with straight flights to Alaska and these guys have never seen a fish shipping box before. They would not let my fish box ship with the foam inside completely covered and sealed. Told me I had to take the foam box out and have just the card board itself. I told them I’ve flew many times with these on their airline and others. The supervisor there named “Siam”(dark skinned skinny with accent bald)said his 20 yrs of working there he’s never seen them before or let anyone take them on the plane. They made my trip extremely difficult with loss of time, stress, inconveniences, unprofessional at the check-in. I flew back to Alaska and guess what? Five other people with the same shipping box came on the same flight up to Alaska. If I ever use Sun Country again I might have to send that supervisor home with a rotten salmon tail to the face or maybe some white bass guts. He definitely deserves it after saying it was okay to send it under the plane then changes his mind unexpectedly. Boxes were labeled airline approved shipping.

About two hours before my flight they delayed their flight by 2 hours, then to the next morning, then cancelled it. If I wasn't in a rush it wouldn't be a big deal, but they happened to wreck my 4 flight itinerary to Asia and waste a whole lot of my money. They might be ok if I just want a cheap flight and I have plenty of days to spare, but I will never book them again if I have any sort of time constraints.

Horrible. They lie on their site and tell you at the gate that you only get one item, personal or overhead. The cheap ticket isn’t worth the inconvenience or trash behavior from their staff… never again

Wish I had read the reviews here before booking! 6 hours before my flight was scheduled to depart at 6pm, Sun Country sent a text message informing me that my flight had changed until the following day. However the check-in information still has the original times on the website and boarding pass. How does Sun Country expect customers to manage this? Other airlines that I have flown with have always at least offered a hotel/meal voucher as well as a generous flight voucher to compensate at least a little for the added expenses and time wasted. I calculated the loss of a day’s work, additional day of hotel/meal/rental car/pet boarding/airport car parking expenses to be $751. After waiting for 3 hours to talk to a customer service rep, they confirmed that the delay was correct and offered a $100 flight voucher to be used within a year was offered. How does $100 back to Sun Country and the additional revenue they gain from me purchasing a future flight with them help with the $751 dollars of additional expenses that I now have? Never plan to fly on Sun Country again. Strongly discourage others from trying to “save” money with this airline.

On July 1st I put my 17 year old daughter on a flight from Seattle to Minnesota for Younglife camp with 57 other kids and leaders. When they reach MN my daughter sent me a picture of her luggage that they had damaged to the point that she could not use it on the trip back home. I then did an online claim with the picture attached and all the flight info the same day that she landed which was July 2nd at this point they had a red eye flight. I did not hear from anyone for until July 10th at this point we were out of town with not good service so I got back to them on July 16th. They were asking me again for her flight info and telling me that she needed to fill out a claim form at the airport at the time she got her luggage. What 17 year old is going to know that and they had to get on a charter bus that was on a time schedule with 50+ other people, no time for that so she sent me the pictures. I had to purchase and send her another piece of luggage so that she could get her stuff home because it was so damaged that even if they tried to tape it that would not have worked. So that cost me more money to send her new luggage. I have gone back and forth with them and then they tried to tell me that the claim had to be filed within 4 hours of her arriving at the airport she landed at 5am on 7/2 I filed the claim on 7/2 around 1130am. Not sure that I could have done it much faster. The person that emailed me to tell me that my claim was denied did not even have all the info correct and I emailed them back on July 27th and here we are 8/2 and still nothing back after I pointed out that they needed to review the flight that she was on to which I provided that number twice at least in the emails to see that she landed in MN on 7/2 not 7/1! Pretty crappy customer service if you ask me and I work in customer service. I could not imagine treating someone like this. We will NEVER use Sun Country Airlines again!

I have been on hold waiting for an agent for 1 hour 49 minutes and 45 seconds. I have contacted Sun Country over a dozen times in the last 3 months trying to get my rewards points for our flights in April that were never issued even thought our Rewards numbers were on the reservation. I've tried the press 8 and we'll call you back "you won't lose your place in line" game half dozen times. If they call back it's always 4-6 hours later when I'm not available. I've used the email method on their website 3 times to request the points. NOTHING! No points, no acknowledgement that they received my request. This used to be my favorite airline. Now they are nothing but a joke!!!!