Sun Country Airlines Reviews

Don't book Sun Country flights from Minneapolis. We missed our flight because there weren't enough staff at the ticket counter and the self-service kiosk was broken. We got stuck waiting eight hours for the next flight and lost an entire day of our Florida getaway. The service was disappointing. Interestingly, when we dealt with Sun Country at Fort Myers, everything was smooth and the team was welcoming, probably because they use different staff contractors.

Decided to try Sun Country for a trip to visit a friend and I deeply regret it. Our initial flight was delayed an hour which made us miss our connecting flight, also booked with Sun Country. I asked for help getting to our destination given it was their mistake, especially since I was six months pregnant traveling with my nine-year-old, and they said the best option was a flight the next day with us sleeping in the terminal. My whole trip was only three days and I was stuck in a strange city with nobody I knew, so that wasn't workable. I requested a refund but they refused, claiming they had no responsibility for the delay. I booked on another airline instead, but when I landed, my luggage from the original Sun Country flight never arrived. They finally called me a week after I got home about my missing bag, after I'd already had to manage without my daughter's car seat at my destination. This whole experience was a nightmare.

Sun Country at the airport in Detroit is hands down the worst airline experience I've ever had. They had maybe one or two lines for everyone flying out that day. No self-service kiosks, no separate baggage area, and the staff was incredibly rude. The line was so long it blocked the whole terminal aisle and customers were rightfully upset. When I got to the counter, one agent just stared at me and left. Then someone named Deja came over, didn't greet me, didn't explain what she needed, and never actually talked to me. She just took my ID and handed it back without saying I was done. She had a terrible attitude the entire time. I thought I was finished and walked away, but she never said goodbye or anything. The whole thing was unprofessional and unwelcoming.

Fair warning about this route. The flight from the Caribbean to Dallas actually landed on schedule but then we sat for three hours waiting for something. After that, we had to wait around for the terminal shuttle bus to pick us up. I will absolutely not fly with them again in my life. Just don't do it.

About two hours before departure they delayed my flight by two hours, then pushed it to the next morning, then cancelled it entirely. It wouldn't have been terrible except I was on a tight schedule with a four-flight itinerary heading to Asia and this cancellation threw off my whole plan and cost me a fortune. They might work for casual travelers with flexible timelines, but I'll never book with them again if my schedule matters at all.

I really wish I'd seen other reviews before booking! Just six hours before my 6 pm departure, Sun Country texted that my flight was being moved to the next day. But the website and boarding pass still showed the original time. How are you supposed to plan around that? Most airlines I've flown compensate with hotel and meal vouchers plus flight credits when they reschedule you. I calculated my losses from the missed workday, extra hotel night, meals, rental car, pet care, and parking to be around $751. I waited three hours to speak with someone who basically said deal with it and offered a measly $100 voucher good for a year. How does $100 towards a future Sun Country flight help with $751 in expenses I already paid? Won't be flying with them again and don't recommend wasting your money thinking you'll save here.

Back in 2019, I booked two trips for 2020 with six passengers total coming to almost $5000. Then the pandemic happened. The Denver wedding got pushed back and with my elderly father-in-law traveling, we cancelled out of concern. Customer service told me I could only get vouchers. Fast forward to 2021 when we finally made the wedding, I still had $2800 in unused vouchers. I booked a Hawaii trip for our 40th anniversary in August using those vouchers. Sun Country stopped flying to Hawaii and refused to refund me, insisting I had to use vouchers again because that was the original payment method. Their customer service is nonexistent and they constantly change rules whenever it benefits them. Update: After posting this on 4/20, my refund appeared on my card by 4/22. I appreciate Sun Country stepping up and doing the right thing.

Got my refund back without any hassle when things got complicated during the pandemic. I'd definitely recommend Sun Country to others.