Racist and will block you from boarding for no reason
April 13 8 pm- attempted to fly from Minneapolis and they did not let me board an hour before departure because of the color of my skin. YOU WILL MISS YOUR FLIGHT FOR NO REASON!!! AVOID AT ALL COSTS!!!! Terrible customer service, had to spend another night in the hell hole of Minneapolis for no reason. The manager would not acknowledge me as a person and blocked me from boarding for no reason with 20 people behind me. Run by a ton of idiots.
Date of experience: 13 April, 2025
Date of experience: 13 April, 2025
Very disappointed in the way Sun Country Airlines handled a flight that we were to be on and ended up getting cancelled. We were to fly home on 12/27/2024 and the flight was cancelled due to fog. We went to go and rebook for the next flight they had going out and was told they had one on Sunday 12/29/2024 but that was full and the next flight wasn't until 1/2/2025. We had to book with a different airline as the 4 of us have jobs and couldn't wait until 1/2/2025. They only reimbursed me for our flight home and wouldn't help with anything else. Our flight for one way for the four of us was more than the round trip for the four of us. Then we had to pay for additional parking. We couldn't stay until 1/2/2025 as we have jobs that we had to get back for. Thankfully we had a place to stay so we didn't have that expense on top of the other flight and parking. Before booking with Sun Country again we will definitely look at other air lines.
Verified
I had not flown in one year. The first red flag was when I checked a bag and was told there was an additional $55 fee for my carry-on.
After I signed up for flight alerts and waited at the gate written on my boarding pass by the agent who checked me in, I realized I did not see my flight number posted on the gate screen, nor was anything mentioned about it over the PA system. At 10 minutes past boarding time, I talked to an agent at the gate desk and was informed that the gate had been changed to be three or so away from where I stood. I had a priority ticket and was disappointed that there was no space directly overhead for the $55 fee carry-on bag as I was one of the last few seated.
Once we were in the air, I tried to connect to onboard entertainment. No go. I had a movie and music on my cell phone so used those to fill the void. On the return flight, the onboard system worked.
Sun Country,
I believe the carry-on bag fee is inappropriate for the same bag I used to bring on with no fee previously.
Customers should be able to rely on flight alerts sent to their e-mail and cell phones when they sign up for them, otherwise, don't offer the service.
When your onboard entertainment system is working, provide instructions on how to connect to it. I found none at my seat. When it's not working, I like to know.
When booking a flight from *********,***** to Mpls, Mn: Sun Country was the best price, but once you put in all the credit card number and pushed book flight the site immediately sent you on a phone call stating you had to pay more money to fly or you were on stand by with no on line services, no seat selection, no carry on baggage! So we had to pay an additional $241 to have these options, and we did! On the return flight on Dec. 27-Mpls texted and said they could not pull up our info to show the ticket purchased; so we had to pay another $110 to have a carry on( of which we had already pd). This is really bad business practices! The cheap price of $515 turned into $856 ! ! I could have flown Delta cheaper.. I will not fly Sun Country ever again ! ! Not only that this was bad the stewards were rude, the ticket counter people were rude !! The whole airlines needs to have customer service training.
Verified
had a dairy reaction during the flight. which was no fault of the airline. I tried to use the bathroom to avoid soiling my seat but the steward to me to sit down and that I "could land in the toilet". after landing i rushed to the bathroom to avoid a disaster only to be scolded because that the plane could not move to the gate until I sat down, which is completely understandable. The plane then sat on the tarmac for 45 minutes before finding a gate. I was in the bathroom for less than 3 minutes. the faces the stewards for using the bathroom made me feel like I should have used the seat for a toilet. additionally the flight left 30 minutes late and was not cleaned after the previous flight. so had I not used the bathroom, I can only assume that my mess would have been found by the next rider and not by staff. 0 out of 10.
Absolutely horrible experience flying to our son's army graduation. **** location was so short staffed, they were the only airline with lines out to the front doors. They were calling people up to the front for flights that were leaving, we waited for hours in line before getting bags checked and boarding passes with 2 small kids that had been up since 4 am. Husband had to leave with one for the bathroom, we finally got boarding passes and waited in security, got to the gate, and found that the flight had left without us. We had no idea we were even late because we arrived so early, we didn't hear any announcement over the intercoms and the gate agent basically said they were short staffed and the best we could get was a credit on a next flight.... mind you our older son was able to get on his flight (different airline) that boarded an hour before us and make it to our destination with no problems. We ended up having to pay for 4 new tickets to fly southwest and we're not given any credit. Worst experience we have ever had. Do not fly sun country, they will s**** you over.
Verified
Sun country airlines feels somehow so much worse than spirit. With spirit, it's very clear what you're agreeing to - cheaper flights, lower quality experience. Sun country is a mid price airline and offers a WORSE experience than spirit. Currently on a multiple hour waiting experience at the Charlotte airport for a Sun country employee to I don't know do their job and actually show up to the ticketing counter more than ONE hour before our flight!
Verified
Sun Country sucks ass. Booked a flight to Maine from Minneapolis. Due to an unavoidable delay arrived at ticket counter at a little after 0700 and was told we would not be able to make our 0754 flight. She said she could book plus on the next flight, on Sunday....this was Thursday. We would have had to move quickly but would have made it..
Verified
Monday at 11:30 pm our checked suitcases arrived, but our infant car seat did not. We were told we could go to Walmart or Target and buy one and Sun Country would reimburse us. Target and Walmart closed at 11pm.
This is now Thursday and we still don't have our car seat.
Oh, it arrived last night and we could come pick it up or they can deliver it. Delivery would be tomorrow - Friday.
Getting pushed between baggage and customer care...There apparently isn't any care for their customers!
Verified
Title: It was an ordeal, can't think of any other word. The most horrible experience at any airport and airline
Part I: Check-in at MSP airport
There were two separate sections of check-in counters.
One with assitance and one for bag drop.
We were first asked to get the tags for check-in bags at the self help kiosks.
At the kiost, I was not able to check-in stroller and car seat. So I spoke with their ground staff who was guiding the passengers.
She asked us to stand in the line for bag drop counters. At the time of dropping our bags, the agent would give tag our stroller and car seat and check them in.
After waiting in the line for 10-15 minutes, another agent told us to move to the line for counters labeled check in assistance.
So we got into that line which moved much slower and took about 30-35 minutes until we reached the counter.
At the counter, one of our bags was overweight by 3 lbs. So we got aside and fixed the weight. Then we were asked to go to another available counter. This took us another 10 minutes.
At the new counter, there was a different agent who got upset at us for checking in the bags so late. Saying that we should have just paid extra for the 3 lbs instead of trying to swap the stuff.
She was a rude black woman who told us that we should feel lucky to be able to check-in our bags so late. This was 45 minutes before the departure time when the boarding had just started.
She told us that we might get our bags in a few weeks as the flight was already closed. She then told us to carry our stroller and car seat to the gate and check it in over there.
We requested her because we had a toddler and my wife was pregnant. However, she refused told me that its not her problem. So with a senior (my mom), my pregnant wife and my 2 year old, our party started walking towards the security. (This is 1+ hour after reaching the airport)
Part II: Security at MSP T2
Now at the security line, we requested people in the queue to let us go ahead as it was already 20 minutes to departure. People were nice and kind enough to let us pass all the way to the front of the line.
At the seurity check, a very rude and disrespectful TSA officer told us to go back to the end of the line as we could not cut across the line. His exact words "You guys need to get back in the line, you are not special"
I told him that we had requested all the people in the line and they were okay and requested him to let my wife go as she was pregnant to which he said "Everyone is in the same situation, everyone is in a hurry and we are no exception" and then he escorted us all the way to the back of the line.
Again, this is with a senior, toddler and a pregnant wife while carrying a car seat and a stroller and 3 check-in bags.
I have been in a similar situation many times where other people have requested me to let them pass ahead and I had no problem. At no other time I saw a TSA officer intervene and harass passengers like this. I am not sure if it was because the officer was white and we were not.
Now because the check-in agent didn't let us check in our stroller and car seat, we had to get it through the security. So they had to be checked separately by the TSA officers resulting in further delay.
We had to get our baby food also cleared by the TSA causing further delay.
Part III: Boarding
Somehow after going through all this hassle, we reached the gate. The agent at the gate was annoyed that we were late. Grudgingly he issued tags for our stroller and car seat.
At the plane, the pilot and the air hostess were upset that we were late and told us to get in so that they could fly out.
Part IV: Final thoughts
It is unfortunate what we had to go though and I hope that no other passenger has to go through such situation. Minneapolis ground staff working for sun country airlines is horrible. Not flying sun country again even if I get free tickets.
Minneapolis airport TSA is not considerate. I am not sure I will fly via minneapolis airport again.
Verified
I had a really good experience for my first time flying with Sun Country and I have to tell you that I don't think I can give them anything less than 5 stars because everything went well and as expected.
I have never flew Sun Country and never heard of them until I was searching for a flight to Minneapolis. Looks like that's where they are based out of, and they had the best prices for 1 way tickets. The best thing I noticed about Sun Country was that (compared to other airlines who tack on extra fees and add-ons) this was the only airline where the final price was relatively close to what they had initially promised. They had the lowest add on fees in the end which was really cool, because I took a one way on Frontier from Denver to Austin and after add-ons and fees the price of the ticket nearly doubled from the amount they first quoted me on. That was severely disappointing.
I was pretty happy with the overall experience, the crew, the flight and the plane itself. We left and arrived on time, no issues with carry on bags. I would consider definitely flying with them again.
I bought my flight departure from ********, ** to ***********, ** and they changed it to *************. i took a bus in ********************* to take my flight which was great service. However, My way back home after 4 days they said your flight is not going to ***** but ************* and theb you'd have to figure out hiw to get to ***** from. This is the definition of bad client care....Not flying with them again.
Title: Sun Country Airlines: Worst Travel Experience - Unreliable and Unhelpful
My experience with Sun Country Airlines was beyond disappointing. After arriving at San Francisco airport for our flight back to Montreal, we were shocked to see on the departure board that half of our flight to Minneapolis was canceled—just three hours before departure. The staff at the counter were clueless and offered no clear guidance, merely handing us a phone number for customer service.
Calling their customer service was equally futile. We were told with a nonchalant 'sorry' that the earliest they could accommodate us was two days later on Sunday. When we requested alternative flights with other airlines, they refused to assist, claiming they were unable to do so.
To add insult to injury, all they offered was a single night's hotel stay and a meager food voucher that couldn't even cover our needs that night. They reimbursed only part of what we had paid for the canceled flight segment, and even that took endless bureaucratic delays. On top of that, they charged me $40 for luggage, which they refused to refund even though the flight was canceled!
Sun Country Airlines' lack of responsibility and customer care is appalling. They lure you in with cheap fares only to abandon you when things go wrong. This experience has left us stranded, out of pocket, and utterly disillusioned with their so-called service. I strongly advise against trusting this airline for any travel plans.
Date of experience: 26 August, 2024
Date of experience: 26 August, 2024
Verified
We received a notification the morning of our return flight stating our flight was canceled. There was no reason why it was canceled. The only other flight that day was already booked and the next flight would have been 3 days later. We had to book a completely different flight and spend way more for our car rental in order to get home. They reimbursed our return flight but said they do not reimburse any other extra expenses. I will not be flying with them again if I cannot trust them to get me to my destination or at least have adequate additional options if a flight is canceled or changed. Original cheap flights ended up costing more than going with a different airlines in the first place.
We received a notification the morning of our return flight stating our flight was canceled (August 2024). There was no reason why it was canceled. The only other flight that day was already booked and the next flight would have been 3 days later. We had to book a completely different flight and spend way more for our car rental in order to get home. They reimbursed our return flight but said they do not reimburse any other extra expenses. I will not be flying with them again if I cannot trust them to get me to my destination or at least have adequate additional options if a flight is canceled or changed. Original cheap flights ended up costing more than going with a different airlines in the first place.