Summary: Unprofessional business practices, flawed customer service, failure to provide services as advertised, complete refusal to provide refunds. I was booked a flight PHX -> MSP -> MCO by my employer. The flight to MSP was delayed over an hour due to a "controllable error" on behalf of Sun Country which caused me to miss my connecting flight to MCO. There was another Sun Country flight to MCO from the same terminal. I was denied access to this flight because the attendant "wasn't allowed to rebook at the gate." The flight took off with empty seats in it and me stuck in MSP. I was told my checked bag was at MCO by Sun Country representatives. I would later come to find this was a lie. I was offered a rebook that would have me landing at MCO 14 hours after the original flight's landing; this was not an option as I had my brother's wedding to attend as his best man. I was refused all options to be rebooked on a different airline despite the fact that I was inconvenienced by Sun Country on a mistake that was solely their fault. I accepted a voucher for the cost of the flight and figured my employer could keep the voucher and pay me the cost of a rebook with Frontier. I rebooked with Frontier and then was informed, moments before boarding my new flight, that my bag was in MSP. Apparently, without my consent, the bag was refunded as well and left sitting in MSP without my knowledge - I only learned because I was called by a Sun Country representative while at the gate to depart with Frontier. Sun Country refused to send my bag to Orlando using the voucher. I had to leave the terminal, grab my bag, check it and pay it out-of-pocket to Frontier, and then get back to my gate before departure. During this process, Sun Country failed to locate me on all online platforms to offer support as the ticket was purchased by someone else on my behalf and I did not have access to their purchasing card information or personal email (despite having my ID, flight information, and personal information to complete an account lookup). Avoid flying with Sun Country at all costs.

Sun Country in the past has been a very reliable and affordable airline for me, but my experience them during this recent July 4th holiday was a total disaster. My family and I booked a trip from San Francisco to Minneapolis/Saint Paul more than 6 months in advance. On our return flight on July 9th, when we were already at the airport, they first delayed their flight for a few hours, then canceled it altogether. We had to return home as soon as possible for our work and kids and they booked a return flight for us, at a cost of $1,800 more on top of the refund of their own flight. When I politely asked them to cover the cost for the difference, they just outright refused. I don't plan to ever fly with them again, I believe their management has just cut staffing to the point they cannot even handle known high volume periods such as holidays. I just can't trust Sun Country ever again after a horrible, frustrating experience like this.

Very very disappointed with the customer service of this airline. We booked out flights months in advance to get them cheap and after flying into our destination 7 hours before our flight home they canceled the flight. Did not say why it was canceled and offered no help. The next available flight they could offer was 4 days later. They will not even be giving us a full refund they are only refunding the flight they canceled. To book a new flight prices had tripled. We are now stuck paying a large extra fee for our car rental and driving 12 hours back.

We booked four first flight with Sun Country in June. The night before our flight I looked up the flight information to get the gate and found out the flight had been cancelled. Because we were in Seattle the customer service desk was already shut down for the day so we had to wait until the next morning to get help. The customer service rep was very kind and helpful. She confirmed the cancellation was due to crew issues. The next available flight for our family was in 7 days which is obviously not a valid option. She did offer a full refund and we have received that. But we had to rebook 5 new tickets for the next day which also added another hotel night and rental car day. It cost us an additional $2500. The flight experience may be perfectly fine, but if you are booking with them be fully aware you could be stranded or incur a significant expense if your flight is cancelled and they aren't able to offer a timely replacement. Many other airlines have multiple flight options or travel partners they could send you on other airlines.

Deplorable customer Service. Purchased a ticket and then contracted COVID. Could not reach the Airline to either change or cancel my flight due to the illness. Customer service was overwhelmed and could not be reached. They offered us to leave a voice message and they would return the call. That never happened. The online experience was also very disappointing. Portions of the site were not operational and you could not get the the area to change or cancel a flight. This Airline is very "Sub Grade". Don't fly Sun Country if you expect a respectable level of customer service. Their service is awful and we truly believe they don't care. Sun Country is Terrible!!

First and last time flying with sun country airlines. Avoid this airlines if possible, this people don’t care about your stuff. I traveled last week and they damaged one of my luggage when I arrived at my destination. After making a huge line in Madison Wisconsin because they only had one staff, with my wife and two toddlers I was told they had no time to help me to fill out a form or call customer service. After arriving at the hotel I called and made the claim long story short of back and forth emails its been over a week and they finally offered me a twenty dollar refund for my close to five hundred dollar luggage. If you have expensive things or care about your stuff stay away from this airlines. Horrible customer service!

The worst company ever! I was supposed to fly out Aug 1st to Minnesota. Flight was delayed all day. They booked me on the next flight Aug. Delayed. They were to refund my money in 7-10 business days. Still have not received. I will tell everyone I know never to fly this airline!

Sun Country check-in lines were insane and ruined our travel plans. We had already checked in online and it took 3 hours to get checked in and then after that TSA was pretty quick. Sun Country literally closed the door in my face and told my husband and I we would have to wait to fly standby the next day. As I was running towards the door they closed it and never did they announce our names for the flight. There were other couples in our same situation at the door. It was as if we had never purchased a ticket for the flight. This is no longer the airline that was owned by Cambria. The lack of customer service, the fees for everything, and the inability to get you to your destination on time makes them a poor choice for anyone looking to get where they are going at a reasonable rate and with reasonable service. Never again!!!

Long lines for check in are ridiculous! Sunday we spent nearly an hour in line to get to the attendant and be told we were 5 minutes late. We had not arrived to the front check in by the 45 minutes prior to the flight. Need more than 3 people checking people in, more curb side check in or employees alerting passengers last call for flights leaving in 45 minutes. The line on Sunday was down the Humphrey terminal for all the sun country flights leaving at about the same time. I'll prepared airlines. My fault for not arriving 2 hours prior to a domestic flight in the smaller Humphrey airport , but hard to anticipate for a 630 am Sunday flight. But the airline likely overbooked and our seats were sold. My family of four lost a day of vacation since the next available flight was the following morning. We arrived an extra hour early to find the lines nearly as long. Add more check in agents if u have so many flights taking off at the same time sun country!

Sun country cares not for the comfort or needs of their customers. I had a severe back injury the day before flying with Sun Country. My flight was delayed and then cancelled in MSP (My flight was from ORD-PDX). They did not provide timely hotel accommodations. They promised reimbursement for per diem and transportation to and from accommodations. No agent I spoke with could give me a straightforward answer. Their customer care lines take 90minutes or more to speak with a representative. They do not get back to you in a timely manner, hoping you’ll give up and they won’t have to make up for their shortcomings. I hope no one I know will have the displeasure of ever flying with them again.