Sun Country Airlines Reviews 70

The Sun Country Airlines at DTW is the WORST experience I have ever encountered with an airline. There was only one (maybe two lines) for all of the travelers. There were no kiosks or special lines for luggage and the staff was absolutely the rudest I have ever dealt with at an airline. First, we were all standing in one line that overflowed into the airport aisleway. Next, the staff was rude and gave poor attitudes to the customers. So many customers were complaining about the line and the staff it was unbelievable. When I got up to the counter to check my luggage. The first lady just stared at me and walked away. Then an agent by the name of Deja H. walked up. She did not greet me, tell me what I needed to give her, or anything. I spoke to her she did not speak back just grabbed my ID, she never said anything to me. She gave me back my ID but never said I was all set or anything. She had an attitude the ENTIRE time I was up there. I assumed I was finished and started to walk away. She did not say "Bye" or anything. It wasn't until I started complaining to someone else about her behavior and the other agents' behaviors that she looked at me. When I looked back, she was treating the other customers the exact same way. Another thing I noticed, there was a sign posted not to stand on the luggage scale yet I saw a Sun Country agent do just that. Never again will I fly this airline, unless it is an absolute emergency based on this experience.

I will add, though, that the MSP was the complete opposite. They had plenty of lanes open and they actually had a luggage-only line and luggage check-in kiosks. The staff was friendly and smiled. They were a perfect example of how Sun Country's other locations should be. I will add the planes were on-time at both locations.

Ya.. now that this has happened to me I’m seeing previous reviews saying the same thing. Sigh. Definitely do not book with this airline. I was booked on a flight from Milwaukee to sfo through Minneapolis. Already I had a bad layover , arrived at 9pm and supposed to leave the next morning at 5am. But i figured it was cheap so worth it. At exactly 4am the day of my second flight sun country delayed the flight from 6am to 3:30pm…. No explanation, no one was available to speak to for hours, no one at the actual airport was able to help me in any way, there were no alternative flight options and very minimal compensation (one meal ticket). Definitely definitely definitely not worth the minimal savings, as it all ended up being spent and more on all my extra travel time not to mention I missed work etc. they offered no compensation. Do not recommend

Cancelled flight with no notice for our group of 16. No reasonable alternative (offered to book us on another of their flights 3 days later...no compensation for extra costs). STAY away from this airline at all costs!

If I could give 0 stars I would We get to airport early and we wait when time for us to board flight nothing No one is communicating anything. flight delayed over 2 hours Then when we do board it's only to bussed to a mobile ramp to sit on plane for another 30-45 minutes waiting what we are told to be paperwork. this was the worse flying experience I have had. the customer service was terrible. This flight delayed us in getting into Vegas and caused us to miss over a half day there and no compensation.

Still sitting on the plane. We were confirmed to be early then all of a sudden plane problems. Yet nobody will inform us of what’s going on. We must stay seated but have been waiting forever. And I currently need to go the restroom. This is absolutely ridiculous and everybody on this full flight should be reimbursed like major airlines have to do.
Update. From what was suppose to be a ten minute fix has now turned into a 45 min fix. And odds are we will have to change planes.

Please be advise that this flight from Punta Cana to DFW landing on time them 3 hours waiting then we have to wait for terminal bus. Never never ever will take this fly in my life time.

Don’t do it.

Sun Country Airline canceled my flight on 6/11/2023 in the middle of the night. I left at 4:00AM to get to the airport on time without seeing the e-mail. At the airport their employees did not know what to do. I tried calling the number they gave us, but only got recordings. At 7:30 AM on a Sunday no help from the airline. When I finally got an answer they gave me the company's answer, I ask to talk to the supervisor and they hung up on me. So far no help with the overnight stay And a partial refund.

They have been around for awhile now and have made some great improvements and I like their affordable flights to sunny destinations. When I call one of the big airlines like United or Delta, I’m usually on hold 30 to 40 minutes, but Sun Country usually picks up within five minutes. Also with the big boys you have to get to a certain number of miles before you get a free ticket and those miles can expire, whereas with sun country you can redeem any amount of miles for a discount off the ticket even if you don’t have enough for a totally free ticket. I think that’s a way better, customer-driven approach. My only beef is their online entertainment you get thru your phone on their in flight Wi-Fi doesn’t have enough selection or bandwidth ( constantly getting knocked off and trying to relog back in which is annoying).

I highly recommend this airline. My friend and I were so late, couldn't even check our bags because it was closed. We ran to the gate, 30 seconds left until door closed. They checked our bags at the gate AND let us sit together. So friendly and great customer service!!

Flying down to RSW, when I got to the gate to board the plane I was not able to board because the exit row seat I paid extra for was not available and the attendant said she changed my seat to let a couple sit together. Being 6'3'' I plan ahead to make sure to get extra leg room and not confirming it is okay to move me after I paid extra for the leg room is unacceptable. Being that they have an 80% one star ratings, I guess that speaks for itself.

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!!!!

In 2019 I scheduled two trips with Sun Country to take place in 2020. One was to Fort Meyer the other to Denver Colorado. I booked for Six passengers. The total came to almost $5000.00. Then Covid hit. The Denver wedding got postponed and since my 85 year old Father in Law was traveling with us we did not want to take the risk. I called to cancel well in advance and was told I would only be allowed to get vouchers because I was cancelling. So I've played their game since then. We made it to the wedding in 2021. I still had $2800.00 dollars in vouchers. The Florida trip got cancelled so I booked a 40th anniversary Hawaii trip for August of this year. Sun Country shut down flying to Hawaii and now they say they will only give me vouchers again because that was my original form of payment. Customer Service or Care is non-existent. They cancelled the flight but now that the shoe is on the other foot they change the rules to their advantage.
Update: I wrote this review on 4/20 and on 4/22 my money was credited back to my credit card. Thanks SC for doing the right thing.

Over 2 months ago i booked 6 plane tickets/package to Hawaii for a family dreamed vacation. 2 months to our vacation i get an email saying our reservation was cancelled without notice and that i will get a refund. This is very upsetting because now i can't get a plane ticket for the same amount i paid for. Tickets now are 3x more the amount i paid for 2 months ago. I called them and they said there was nothing they could do to help me. They said they cancelled the reservations due to Pilots shortage, really. To me that in an internal problem. This is more upsetting and emotional because this was a way to reward my kids for graduating 5th and 8th grade. Now i can't afford to buy other tickets and will loose other tour packages i had bought for them due to they are not refundable. Never booked through this Airline, they don't take responsibility for their actions. Our vacation is ruined because of them.