Sun Country AirlinesReviews of suncountry.com

HORRIBLE experience. Sun Country has gone downhill. I have flown them for nearly 40 years. They gave away our paid-for-assigned seats to others, had horrible customer service in-flight (2 flight attendants were toxically negative personalities) and the customer service follow up afterwards was not helpful at all. Too bad- it used to be a great company.

I would give them 0 stars if I could. Second time in 3 years with significant delays due to mechanical issues. First time was a 12 hour delay. The second time was a 26 hour delay/cancellation. This time we had to wait in the airport for 2 hours to get our bags, go back through customs and then were told to go and find ourselves a taxi service to take us to a hotel. The only voucher that worked for us was the hotel. No money for transportation or food. When we finally got on a plane a flight attendant stated that they had been the rescue crew all week. Sounds like this happens way too often with them. Customer service is a joke.

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.

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

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.

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.

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.

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.